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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 CentralBusiness Central
Dynamics 365 Field ServiceDynamics 365 Field Service
Sales and Product Management in Dynamics 365 - case study

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:
  1. Collect all the related information to one role-based UI for the employees to discuss with the customer all the details easily

  2. Improve precision in pricing and margin management:

    • Enable real-time visibility and calculations of all margin components (shipping, energy, production, raw materials, CO₂ emissions from package)
    • Avoid negative margins caused by outdated pricing structures or a lack of visibility into fluctuating costs

  3. Establish structured product information management:

    • Provide required technical specifications, composition details, and visual documentation to be easily searchable and maintainable

    • Ensure readiness for EU compliance, especially around CO₂ emissions reporting and eco-packaging regulations (EU legislation of PPWR https://environment.ec.europa.eu/topics/waste-and-recycling/packaging-waste_en)

    • Support complex pricing models per product group, customer-specific pricing agreements, and varied packaging levels (pallet, bundle, etc.)

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.

The team structure:

  • Finnish Business Consultant (on-site): responsible for requirement gathering and initial business mapping.
  • Solution Architect (on-site, later stage): brought in to clarify technical edge cases and ensure proper documentation of detailed requirements.
  • Nearshore Delivery Team: efficient and cost-effective development and support team working remotely.

The challenges and how they were addressed:

  • The underestimated detail level in the early stage

    The absence of a technical solution architect during the initial phases led to misunderstandings between business requirements and technical implementation. Once added, the architect resolved communication gaps and stabilized delivery.

  • Microsoft connector complexity

    Despite being a Microsoft product, the out-of-the-box integration between D365 Sales and Business Central was insufficient for the client's needs, particularly due to the complex product hierarchy and reclamation, as well as handling workflows. As a result, UDS Systems developed deep niche expertise in customizing and stabilizing the connector to meet real-world operational needs.

  • Extended timeline

    Originally scoped for 1 year, the project took approximately 2 years. The delay was primarily caused by underestimated integration complexity and some onboarding friction. The client accepted the timeline extension in return for a more robust and secure outcome.

Realization

The production switch was executed smoothly:
  • The downtime took only 2 days.
  • All backlogged orders were processed by the end of the go-live week, showing immediate recovery and operational stability.

The notable outcomes of the project realization are the following:

  • The customer satisfaction

    Many features worked "exactly as expected" without the client needing to specify every detail. This reflected strong preemptive thinking and anticipation of business needs.

  • On-site support during the start of production

    UDS Systems ensured presence during the go-live phase, enabling quick bug-fixing, hand-holding, and continuous training.

  • Ongoing post-go-live enhancements

    Based on user feedback, small iterative refinements continued, demonstrating commitment to long-term success.

Process automation and technical innovations

  • Reclamation workflow integration

    The sales team initiates reclamation, which automatically generates case records and BC documents, resulting in a seamless hand-off to customer service and the back-office.

  • Structured data handling

    Complex pricing hierarchies and product relationships were modeled using custom logic in D365, including auto-calculated margins, CO₂ emissions, and custom units.

  • Scalable architecture

    It was designed to accommodate future expansion, including e-commerce platforms, CO₂ reporting dashboards, and customer self-service portals.

! Note. While internal KPIs and financial impact details remain confidential at Mercamer’s request, the client reports satisfaction with the outcome and is preparing for future digitalization projects on top of this stable base.

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)
Sales module for Sales and Product Management in Dynamics 365
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.

Dynamics 365 Business Central for Sales and Product Management in Dynamics 365
5

Power BI Reports

  • Sales Dashboard
  • Purchase Dashboard
  • Customer Service Dashboard
Power BI Reports for Sales and Product Management in Dynamics 365
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.

Microsoft Apps for Sales and Product Management in Dynamics 365

What the Customer Received

Roadmap of Sales and Product Management service with Dynamics 365Roadmap of Sales and Product Management case study with Dynamics 365

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.