When your organization spans over 150 countries, employs hundreds of thousands of professionals, and manages complex relationships with the world’s largest enterprises, having a unified view of your clients isn’t just an advantage—it’s a necessity.

Ernst & Young (EY), one of the largest professional services networks in the world, faced a familiar enterprise challenge: a fragmented technology landscape. With multiple legacy CRM systems and siloed data across different regions and service lines, gaining a holistic, 360-degree view of client interactions was incredibly difficult. To solve this, EY embarked on a massive digital transformation journey, selecting Microsoft Dynamics 365 Sales as the foundation for its global client relationship management.

Here is a closer look at the Microsoft customer story detailing how EY leveraged Dynamics 365 to drive collaboration and accelerate growth.

1. Breaking Down Data Silos

Before Dynamics 365, EY’s professionals often had to navigate disconnected systems to piece together a client’s history, current engagements, and future opportunities. By consolidating these disparate systems into a single instance of Dynamics 365 Sales, EY created a unified, global source of truth.

• Cross-Service Collaboration: Whether a partner is in Tax, Consulting, Assurance, or Strategy, they can now see a comprehensive profile of the client. This visibility allows EY to bring the full weight of its global expertise to every client engagement, ensuring comprehensive service delivery.

2. Empowering Professionals at Scale

Deploying a CRM to an organization of EY’s size requires immense scalability. Dynamics 365 Sales was rolled out to well over 100,000 professionals globally.

• Intuitive User Experience: Because Dynamics 365 integrates natively with the Microsoft 365 tools EY employees already use every day (like Outlook and Teams), the learning curve was drastically reduced, driving high user adoption rates.

• Reduced Administrative Burden: Automation within the platform minimizes manual data entry. Professionals spend less time logging activities and more time actually advising clients and building relationships.

3. Data-Driven Insights and AI Readiness

With a unified data model in the cloud, EY unlocked the ability to leverage advanced analytics.

• Proactive Opportunity Management: Dynamics 365 provides relationship insights, helping partners and account managers identify the most promising opportunities and proactively address client needs.

• An AI-Ready Foundation: Standardizing on Dynamics 365 laid the critical groundwork for EY to seamlessly adopt AI tools like Microsoft Copilot for Sales, bringing generative AI directly into the flow of work to summarize meetings, draft communications, and instantly retrieve CRM data.

4. Enterprise-Grade Security and Compliance

As a Big Four accounting and consulting firm, EY handles some of the most sensitive corporate data in the world. The transition to Dynamics 365 on the Microsoft cloud provided the rigorous, enterprise-grade security and compliance controls required by regulatory bodies across different geopolitical regions, ensuring data privacy is maintained without hindering collaboration.

The Bottom Line

EY’s implementation of Dynamics 365 Sales is a powerful testament to the platform’s scalability and enterprise capabilities. By replacing a fractured legacy landscape with a modern, cloud-based CRM, EY has successfully unified its global workforce. The result is a more agile organization, deeply connected client relationships, and a technological foundation built to support the future of professional services.

Read the full customer story on the Microsoft Customer site.

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