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Home IconHomeOur CasesTransforming Sales and Product Management at Mercamer with Dynamics 365

Transforming Sales and Product Management at Mercamer with Dynamics 365

Dynamics 365 Sales - Microsoft technologiesSales
Dynamics 365 Customer Service - Microsoft technologiesCustomer Service
UDS Systems - Microsoft Azure ServicesAzure Services
Business Central
Dynamics 365 Field Service

Geography

Finland

Industry

Packaging and Materials Distribution

Size

50+ employees

Implementation

2025

A Short Reference about the Project Team

Accounting Client Portal - Client's request

The project team consisted of experts in Dynamics 365, Power Platform, Azure, and AI. Our team specializes in nearshore delivery with on-site consultancy and architecture, and successfully applied best practices in Dynamics 365 to this project.

Client’s Request

client request - IT Financial Risk Assessment - real case study

Mercamer Oy, a prominent Finnish distributor in the packaging industry, operated on a rigid legacy ERP platform that had become a bottleneck for both process innovation and daily operations. The system lacked flexibility, required specialized developers for minor changes, and could not keep up with evolving business requirements.

So, they asked UDS Systems to help automate and upgrade their on-site application, making it more effective and competitive. At the same time, the role-based UI was in scope.

Briefing

Therefore, the project team decided to focus on the following:

Preparation

The solution centered on implementing Microsoft Dynamics 365 Sales and Business Central, integrated to provide a unified view across sales, customer engagement, and back-office operations.

Realization

The production switch was executed smoothly:

The Key Features

We successfully implemented a complex solution, delivering key functionality for the client in one convenient system, while also integrating Microsoft tools and the necessary integrations.

1

Dynamics 365 Sales

Key functionalities include:

  • Flexible price management with general, customer related price lists, discounts, margin calculation and additional handling costs.
  • Product catalog management with all important management information (different codes from customers/vendors catalogs, warehouse balances and transactions history, product categories to be able to define product data structure per type, etc.).
  • Quotes and Sales Orders management with margin tracking, freight calculation, parties management.
  • WebShop integration for customer information, products, sales orders and delivery information
  • Integration with automated B2B order channels from customers’ clients (EDI)
2

Dynamics 365 Customer Service

  • Sales reclamations management – wrong deliveries, transportation/warehouse company mistakes, over and under-deliveries, wrong invoices or prices.
  • Customer requests on machine services and periodic maintenance management.
3

Dynamics 365 Field Service

  • Work Orders for machines maintenance.
  • Work Order to Sales Order conversion for delivery and invoicing purposes.
  • Clients' asset management.
  • Work Orders, printouts, scheduling, pricing, stock management, etc.
4

Dynamics 365 Business Central

Implementation of Business Central as the ERP solution for direct smooth integration with the CRM.

5

Power BI Reports

  • Sales Dashboard
  • Purchase Dashboard
  • Customer Service Dashboard
6

Microsoft Apps and Third-party Tools

All necessary integrations with tools like Teams, Outlook, SharePoint and third-party platforms to automate processes, improve team collaboration and optimize routine tasks.

What the Customer Received

Summary

This case demonstrates how UDS Systems helped Mercamer shift from outdated infrastructure to a modern, scalable, and EU-compliant digital backbone. Despite initial planning gaps and technology integration hurdles, the result was a robust, future-ready solution that reflects UDS Systems’ ability to execute complex Dynamics 365 projects with a blend of on-site expertise and nearshore delivery power.

Lessons learned and future-proofing

  • Technical solution architecture should be added early.

    The communication and delivery efficiency improved significantly once an on-site architect joined the project.

  • Connector expertise matters

    Microsoft’s connector requires deep understanding and customization. UDS Systems has since added this as a core competence for future projects.

  • The client’s alignment is the key

    Regular feedback loops, iterative releases, and client testing are essential to building trust and avoiding rework.

What Mercamer will get next

  • Scalability for regulatory evolution (EU eco-packaging, CO₂ metrics)
  • Stable sales and finance data for strategic forecasting
  • Deep in-moment sales performance analysis and decision-making

In case you need more information or a consultation, feel free to contact UDS Systems.