Turning Around a Failing D365 Implementation for Global Packaging Manufacturer

A custom flexible packaging manufacturer with operations spanning three continents found their Dynamics 365 implementation severely off track, only 20% complete with multiple workstream budgets already exhausted.

A custom flexible packaging manufacturer with operations spanning three continents, 1,300+ employees across the US, Mexico, and Malaysia producing mailers, poly bags, and protective packaging for e-commerce and retail, found their Dynamics 365 implementation severely off track. Despite being only 20% complete, multiple workstreams had already exhausted their entire budgets with little to show for the investment.

The Head of Operations reached out with a clear assessment: the project had "gone off the rails." Critical issues discovered:

• Communication gaps created uncertainty, no structured communication cadences; major milestones and resource-intensive events announced with minimal notice, eroding confidence.
• Manufacturing requirements underestimated, the operation required sophisticated solutions for complex extrusion and printing processes, process manufacturing for continuous production runs, make-to-order custom branding and sizing, and integrated distribution and fulfillment for retail partners.
• Technical expertise gaps, generalist resources without deep manufacturing experience led to a "trial and error" methodology, creating delays, rework, and budget burn.
• No change management strategy, with 1,300 global employees and tight SLA commitments to major retail customers, no comprehensive training plan existed.
• Budget crisis at 20% completion, multiple workstreams had consumed 100% of allocated budgets despite minimal progress.