Contracts expiring. A lead lands in the wrong inbox. A renewal slips through because nobody's system flagged it. And nobody noticed until the customer had already moved on. Sound familiar?

For this B2B medical sales organisation, these weren't occasional failures. They were the rhythm of daily operations. Years of growth had left behind a patchwork of disconnected systems and manual workarounds that no longer served the business it had become. Sales teams had no reliable view of the pipeline.

Customer records were duplicated, inconsistently named, and riddled with inaccuracies that undermined every report the business relied on. Renewals too were almost entirely reactive; dependent on individuals remembering to act.

Revenue was leaking through administrative drift.

Move To A Single, Effective Sales Platform

Akita worked with the organisation to implement Microsoft Dynamics 365 Sales, backed by the full width of Power Platform applications, replacing old sales processes entirely with solutions fit for purpose.

The new Microsoft sales CRM became the single source of truth for everything: leads, accounts, products, documents, and customer history. For the first time, a salesperson in the field and a support agent in the office were looking at exactly the same data.

Automation handled the work that had been quietly draining time and introducing errors:

• Leads were automatically routed to the right territory the moment they arrived — no manual triage, no delays
• Data quality was enforced at the point of entry through validation rules and standardised naming conventions, so records stayed clean without anyone policing them
• Quotes and documents were generated directly from the system, pre-populated with accurate customer and pricing data, and automatically filed in SharePoint
• Renewals were transformed from a reactive scramble into a scheduled, automated process — identifying expiring products, generating documentation, and sending customer communications without anyone needing to trigger them

Multi-site customers, previously a coordination nightmare, could now be managed holistically — with activity, products, and relationships tracked across every location from a single view.

The Results

Beyond the numbers, the day-to-day experience of running the business changed fundamentally. Administrative overhead dropped. Teams that had worked from competing assumptions now shared a single version of the truth.

Decisions got faster. Renewals stopped slipping. And customers noticed — clearer communication, faster responses, and a more seamless service strengthened relationships across the board.

Perhaps most importantly, the organisation didn't just fix today's problems. They built infrastructure for tomorrow's growth. As the business scales, the platform scales with it — new automations, integrations, and capabilities can be layered on without starting from scratch.

"A huge thank-you to [Akita], whose focus and persistence over the last few weeks made this possible. Over the past 72 hours we completed the full data migration from the old system, and in the process cleared up a mountain of long-standing issues. A small highlight: we found quite a few calendar entries with end times before start times. Thankfully, the new system won’t allow that."

Gary, General Manager

If your sales processes are held together by habit and manual effort, the question isn't whether to change — it's how much longer you can afford not to.

Ready to see what this could look like for your business? Get in touch.