In Conversation With...
Romano Cavegn
CFO EXIT
Exit switches to Azure Cloud with Microsoft Dynamics 365
Romano Cavegn
Thank you for inviting me to talk to you. My name is Romano Cavegn, I am Chief Financial Officer at EXIT and was responsible for the project.
Project Scope
- CRM / XRM with Dynamics 365 CE
- ERP with Dynamics 365 Business Central
- Optimizing and extension of member portal with direct interface to CRM
- Use of Power Platform (Power BI, Power Automate)
- SharePoint / Integration Microsoft 365
Project Start
EXIT: October 2019
Ambit Group: September 2020
First Go-live
October 2022
Why did EXIT embark on this digitalisation project? What were your goals and how did the work look before the project?
EXIT was already experiencing significant membership growth before the project. Our processes were therefore already quite advanced. We had a good level of automation, especially in administration. Nevertheless, there were still many manual steps that stood in the way of complete automation. The previous on-premises system was not yet reliable enough for us. The applications worked, but until then they were more like a "tinkered" solution with many interfaces. We wanted to simplify this.
Our aim was to enable our members to manage their membership purely digitally. From registration and data management to the creation of a living will, everything should be as efficient, secure, environmentally friendly and high-quality as possible. At the same time, it was very important to us to continue to offer all processes in physical form.
We have explained this to our members using various examples.
When switching to the cloud, the focus was on reducing the effort involved in maintaining the system and its individual components, taking quality and security aspects into account and automating repetitive tasks. We opted for Microsoft Dynamics 365 in the cloud because it allows us to prepare for further growth and scale efficiently.
Can you give examples of the manual steps?
Previously, new members' entries were collected in a marketing list, which had to be sent to the printers once a week. This meant that members sometimes had to wait a long time for the documents.
This process now runs fully automatically without our intervention, and members receive all documents just two days later.
The living will completed online by the member had to be sent to us by post for checking, and any suggestions for improvement had again to be returned by post. We can now carry out the check directly in the CRM, and our members receive the feedback directly in the member portal and can make any changes there directly.
In your opinion, what were the biggest challenges in the project?
We wanted to modernise all the systems and processes involved in a holistic and sustainable way. The go-live had to take place simultaneously for all areas. In addition to the CRM system, this included the member portal, the ERP system and SharePoint. We could not proceed sequentially here, as the processes are all interlinked. Everything had to be available on the same day. This was the biggest challenge for us and required extensive and reliable testing.
Due to our Microsoft strategy, it was important to be able to utilise the extensive possibilities of the Microsoft platform. By connecting the platform to surrounding systems and processes (e.g. the member portal or the external print shop), we were able to replace the complexity of the end-to-end process landscape with a truly integrated solution. We also had a separate partner for each area. Coordinating the various partners was another challenge that we mastered very well together.
As the project manager, I had a very clear idea of what the result should look like. Managing such a large-scale project is extremely rewarding, but also demands a lot from you.
What do you think are the success factors in a project like this?
A project needs reliable planning with a detailed concept, a clear schedule and defined milestones. It is also important to assign people with the appropriate expertise, resources and motivation to the project. Of course, the partners involved play a major role. Especially in a project like ours, where several partners are involved. They must ensure that the project content is both well communicated and documented. This means that no expertise is lost in the event of a change of personnel - whether at the customer or partner.
Constant dialogue at eye level is particularly important in complex projects. This also includes openly addressing and clarifying problems when things get difficult. In the Ambit Group, we had a partner with whom this worked very well on a human level.
What is often underestimated in such projects is the commitment of the management, the Executive Board/Board of Directors and everyone involved in the project. Yes, it is a change. Yes, it is sometimes difficult. And yes, it is important that everyone keeps the goal in mind and supports the project even in difficult times.
What has improved compared to the initial situation?
In the end, the project can be described as a great success. We were able to improve in the following areas.
Automation
We now have a very high degree of automation at EXIT. In the areas of registration, living wills and data management, it is possible for our members to move forward purely digitally and without the help of EXIT. We can now use the capacity this frees up for our administrative staff to provide individual support and advice to our members
Digitalisation
All documents are now available digitally and securely in the cloud. This makes work in the area of assisted suicide more efficient in particular. Dossiers no longer have to be sent to the assisted suicide counsellors by post and working from home has been simplified for the office staff.
Further Development
On the one hand, with the Microsoft Dynamics 365 cloud solution, we now have the luxury that Microsoft is constantly developing the tool further. On the other hand, we have the opportunity to continuously expand the solution for our specific purposes.
A CRM project is always a change project, how did you feel about that at EXIT?
We had our last major IT project in 2016. This was not remembered fondly by all employees. There was therefore a certain amount of scepticism about this new major IT project. However, together with our partners, very careful planning and comprehensive change management, we were able to allay employees' concerns as early as the concept phase. The new processes and the higher degree of digitalisation also meant that the assisted suicide staff were newly connected to our systems. Training this new group as well and comprehensively as possible and familiarising them with the systems was a challenge that we mastered thanks to the great motivation of the assisted suicide carers.
Why did you decide in favour of the Ambit Group?
After a thorough review, EXIT decided in favour of a Microsoft strategy.We then received a recommendation in favour of the Ambit Group from the Microsoft partner environment.They made a very good impression on us when we met them.With a well thought-out concept, good references and the time resources to manage our project, as well as a competitive offer, the Ambit Group was then able to clearly beat the other providers.
Thank you Romano for this open dialogue. Congratulations on the successful go-live.
We look forward to continuing our collaboration!
we make ambition work.
![[Translate to Englisch:] Rico Fetz, BU Lead XRM](/home/ds1/files/bilder/news/details/Rico_Fetz_BU_XRM_300x300.png)
"A digitalisation journey is always a longer journey and with Exit, we have a customer who has committed to the topic along with the entire project management.
The success proves Exit right."
Rico Fetz, Project Manager Ambit Group / Business Unit Lead XRM
About EXIT
The EXIT organisation was founded in 1982 and has been committed to the right to self-determination in life and death for over 40 years. EXIT is the first and most experienced living will and euthanasia organisation in Switzerland. With over 170,000 members, it is also one of the largest organisations in the world. This is despite the fact that Switzerland has a comparatively small population and there are several organisations. EXIT attaches great importance to seriousness and transparency and relies on good co-operation with the authorities, the medical profession, the judiciary and the police.
As a non-profit organisation, EXIT is partially tax-exempt and relies to a large extent on donations and legacies for its social work.
Further Partners participating in the overall project
Further Informationen / Links
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Christian Schipp, Chief Business Development Officer
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