Case Study
Kilnbridge
Turning complex projects into clear opportunities.
Kilnbridge is a distinguished UK engineering and construction services company, celebrated for its ability to deliver complex, bespoke solutions across diverse sectors. With deep in-house expertise, from civil and structural engineering to fabrication, demolition, and fire protection, Kilnbridge has earned national recognition for projects such as the Elizabeth Tower, HS2’s Old Oak Common Station, and the Thames Barrier. Rooted in its values of responsibility, integrity, teamwork, and excellence, and driven by an employee-ownership ethos, Kilnbridge continues to redefine the standard of engineering excellence.
The challenge
Like many growing businesses, Kilnbridge recognised that their existing CRM setup needed to adapt. By reconfiguring Dynamics 365 with the latest Project-CRM for Contractors capabilities, they were able to overcome key challenges and gain better insights across their projects.
Kilnbridge faced several challenges that were slowing down their business development and reporting processes:
- Tracking multiple enquiries against a single project
The team often received several opportunities tied to the same underlying project. Managing these separately made it difficult to track progress, stakeholders, and tender information consistently. - Fragmented reporting
Data was scattered across different records and systems, making it difficult to produce accurate pipeline and forecasting reports. - Managing frameworks and associated lots
With multiple frameworks and lots to monitor, visibility into performance, competitor activity, and associated opportunities was limited. - Cumbersome data entry
Creating new project records for each enquiry or tender was time-consuming, discouraging user input and reducing data accuracy.
The solution
To address these challenges, KMS implemented the Project-CRM for Contractors solution, tailoring it to meet Kilnbridge’s requirements:
- Master Project configuration
The Project table was configured to act partly as a “Master Project” for the Business Development team. Linked projects could then be created as opportunities progressed, storing tender and quotation dates, values, and other key information. This approach ensured stakeholder information only needed to be recorded once and automatically mapped to related records. - Unified reporting
By consolidating data into the Project table, Kilnbridge gained a single source of truth for pipeline, forecasting, and customer data. This provided the team with accurate insights and enabled powerful, visual reporting through Power BI. - Framework management
The use of the Framework table allowed the team to monitor frameworks and associated lots in a structured way. They could now easily analyse project performance on frameworks and track competitor activity. - Streamlined data entry
A custom “Copy Project” button simplified the creation of new project records, encouraging consistent data entry and saving time. This has been particularly valuable when multiple parts of the Kilnbridge group are working on the same projects, ensuring alignment and visibility across teams.
The outcome
The Dynamics 365 reconfiguration has fundamentally changed how Kilnbridge manages its projects and relationships. By introducing the Master Project approach, the team now has a single source of truth for all project activities, communications, and documentation, giving everyone across the business clearer visibility and confidence in the data they use every day.
Stakeholder management has become much simpler, with the ability to track multiple customers, roles, and touchpoints within a single record. Combined with the redesigned Project form and the new Copy Project function, data entry is now faster, easier, and far more consistent, a change that has encouraged adoption across teams and reduced admin overhead.
Cleaner, more reliable data now drives smarter decisions. Dynamic dashboards and real-time reports have given leaders instant insight into their pipeline, performance, and projected revenue, helping the business plan with greater accuracy and respond more quickly to opportunities.
Most importantly, these changes haven’t just modernised Kilnbridge’s CRM; they’ve helped the business work smarter, collaborate better, and maintain the agility needed to deliver complex engineering projects at the highest level.
“KMS really took the time to understand how we work and what we needed from our CRM. Their Project-CRM solution has completely changed how we manage our pipeline and projects. Having a single source of truth for our data has made collaboration across the group so much easier, and the improvements to reporting mean we can make decisions with confidence. The way KMS approached the project, collaborative, flexible, and focused on what would deliver real value, made the whole process straightforward and effective.”
Dathan Muscat – Business Development Director, Kilnbridge