Case Study
Domus Group
Building Success with Dynamics 365 and KMS Project-CRM
Domus Group, specification experts, serving the architectural and design community for 50+ years with superior tile, stone, wood and engineered flooring products for commercial and residential projects. They are prominent player in the built environment sector. Seeking to streamline processes, improve visibility, and build stronger customer engagement, Domus partnered with KMS Software to implement KMS Project-CRM, a solution built on Microsoft Dynamics 365 and designed specifically for the built industry.
The initial deployment laid the foundation for structured project and package management, with all related specifiers and contractors linked, alongside the migration of companies and contacts into a unified system. Since then, the relationship between Domus and KMS has flourished, with Domus continuing to rely on KMS for system integrations and enhancements that further optimise their operations.
The challenge
Domus faced several operational challenges before 2018:
- Disconnected systems and manual processes created inefficiencies.
- Tracking projects, packages, and associated stakeholders was difficult.
- Sample requests were slow to manage and often lacked visibility.
- Financial insights such as forecasting, commissions, and pricing were cumbersome to calculate.
Domus needed a scalable CRM platform with industry-specific functionality that could evolve with their growing business.
The Solution: Dynamics 365 with KMS Project-CRM
KMS implemented Project-CRM, leveraging Dynamics 365’s robust platform and adding prebuilt functionality tailored for the built environment. This accelerated deployment and provided immediate structure to Domus’ project management processes.
Following the initial rollout, Domus partnered with KMS to expand the solution with additional integrations and features, including:
- Sample Products & Suppliers – Sample products, their suppliers, and ranges are now captured in Dynamics 365, creating a single source of truth.
- Automated Sample Requests – Customer requests submitted via the Domus website are automatically synced into Dynamics 365. With a Canvas App, warehouse employees can pick requested samples, print labels, and arrange dispatch, reducing turnaround times and improving accuracy.
- Project Registrations – Implemented to give Domus & their suppliers visibility into the products specified for future orders, tracking supplier engagement and activity.
- Commission Management – Sales commissions are captured and calculated within Dynamics 365, streamlining financial operations.
- Domus Forecasting – A tailored forecasting tool helps the business track project lifecycles and have greater visibility into projected order intakes.
- Special Pricing Agreements – Agreements for certain products are recorded and tracked, giving Domus greater visibility into specified ranges & products and supplier relationships.
The outcome
The solution has delivered significant benefits to Domus:
- Improved efficiency: Automation reduced manual work across sales, warehouse, and finance teams.
- Streamlined operations: Processes from project tracking to sample management are now managed within a single, connected system.
- Financial visibility: Forecasting and commission tools provide greater clarity on revenue streams and profitability.
- Enhanced customer experience: Faster response times and accurate sample fulfilment improved customer satisfaction.
- Data-driven insights: Sample requests, project registrations and pricing data provide actionable intelligence for sales and management teams.
A Partnership for Growth
Since the initial implementation in 2018, the partnership between Domus and KMS has grown stronger. KMS has become a trusted advisor, continuously enhancing the Dynamics 365 platform to ensure it evolves alongside Domus’ business needs.
Conclusion
Through the implementation of Dynamics 365 with KMS Project-CRM, Domus Group has transformed how they manage projects, samples, financials, and customer engagement. What began as a CRM deployment has become a long-term digital partnership, driving efficiency, insight, and growth in the built environment sector.
Testimonial:
“With complex and well-established systems in place, we came to KMS for their ability to build a tailored system around our existing business processes. This included our specialised specification sales process with multiple and varied customer relationships, and a custom forecasting entity, tailored to our specific requirements.
KMS have been able to deliver this and more, and we have taken advantage of their wide knowledge of the Power Platform with the development of several Power Apps and Power Automate processes. Their knowledge has enabled custom processes to be created and for existing functionality to be adapted to our needs. At each stage of our initial project they took the time to understand our business processes and offered practical solutions for us to consider, whilst keeping us focused on overall project timing, and our budget.
Since the original launch of Dynamics CRM with KMS, we have continued to work closely with them, putting in place tailored system development in line with our business growth strategy. We’ve enhanced existing bespoke functionality such as forecasting and sample requests, to better support the entire team, and improve efficiency and visibility of our data. We have worked with them to establish new processes and data streams aligned with business and our broader system development. At every stage, KMS have shown they are keen to understand our specific business needs and offer best practice advice, along with a willingness to adapt the system to work with to our particular processes.
With upcoming integration to other company systems, and future projects planned within the CRM, we are looking forward to continuing to develop our use of Dynamics within the business, and to working more with KMS to help us support business growth, and achieve our development goals.“
Claire Hendren – Director – Customer Services, Domus Group