Why Client Engagement Is the Cornerstone of a Successful D365 FSCM ERP Implementation

Implementing Microsoft Dynamics 365 Finance and Supply Chain Management (D365 FSCM) is a transformative journey for any organization. But the true differentiator between a successful ERP Implementation and a troubled one often comes down to a single factor: client engagement. 

The Strategic Value of Engagement 

Client engagement isn’t just about attending meetings or signing off on deliverables. It’s about active, informed participation throughout the lifecycle of the project; from discovery and design to deployment and post Go-Live support.  In several cases the client’s desire to modernize their ERP platform and align it with Microsoft Office functionality required deep collaboration to ensure that every business process, from procure-to-pay to inventory management, was accurately mapped and optimized. 

Engagement as a Risk Mitigator 

ERP implementations are inherently complex. They involve multiple stakeholders, third-party ISVs, and evolving business requirements. As outlined with the Sikich Statement of Work, Sikich’s role as project manager included not only coordinating ISV services but also managing delivery issues and vendor escalations. Without strong client engagement, these efforts risk misalignment, delays, and scope creep. 

Building a Joint PMO: A Best Practice 

One of the most effective strategies seen within projects is the establishment of a joint Project Management Office (PMO). This structure ensures that both the implementation partner and the client are equally invested in decision-making, issue resolution, and milestone tracking. It also fosters transparency and accountability, which are two pillars of successful change management. 

Engagement Drives Adoption 

User adoption is often the Achilles’ heel of ERP projects. Engaged clients are more likely to invest in training, participate in user acceptance testing (UAT), and champion the system internally. Sikich’s implementation team puts an emphasis on end-user training and practical reviews during Conference Room Pilots (CRPs) and UAT helped ensure that the system was not only implemented but embraced. 

Lessons from the Field 

The need for scalable systems, the importance of standardizing business processes, and the value of post Go-Live support. These insights reinforce that client engagement doesn’t end at Go-Live; it evolves into a long-term partnership focused on continuous improvement and business value realization. 

Common Challenges in Client Engagement 

Even with the best intentions, client engagement can falter. Here are some of the most common challenges: 

• Lack of Executive Sponsorship: Without visible support from leadership, engagement often loses momentum. 
• Competing Priorities: Clients juggling multiple initiatives may struggle to dedicate time and resources to the ERP project. 
• Unclear Roles and Responsibilities: Ambiguity around who owns what can lead to delays and missed expectations. 
• Change Fatigue: Teams overwhelmed by ongoing transformation may resist further involvement. 
• Limited Technical Understanding: Clients unfamiliar with ERP systems may hesitate to participate in design or testing phases. 
• Communication Gaps: Infrequent or unclear communication can erode trust and alignment. 

Addressing these challenges early, through clear governance, proactive communication, and ongoing support, can dramatically improve outcomes. 

1. ERP Implementation Stages with Client Engagement Touchpoints 

This diagram maps out the key phases of an ERP implementation and highlights where client engagement is most critical. 

2. Success Rates of ERP Projects with High vs. Low Client Engagement 

This bar chart illustrates the stark contrast in success rates between projects with strong client involvement and those without. 

3. Best Practices for Client Engagement in ERP Implementation 

This infographic summarizes actionable strategies to foster meaningful client participation throughout the project lifecycle. 

Have any questions about best practices for client engagement in an ERP implementation? Please reach out to our Microsoft Dynamics 365 experts at any time!