Welcome back to our comprehensive blog series on implementing ERP solutions for rescue organizations, specifically within the healthcare technology sector. This series delves into various perspectives and aspects of ERP implementation, drawing insights from a real-world case study of a Dynamics 365 Finance & Supply Chain Management (F&SCM) rescue project. Our goal is to provide valuable lessons and actionable strategies for executives, project managers, functional solution architects, and functional and technical teams involved in similar high-stakes projects.
In the healthcare technology sector, an ERP system must do more than manage data — it must support fast-paced operations, regulatory compliance, and evolving care models. When a healthcare technology company approached us mid-implementation, their situation reflected a common challenge: a failing ERP rollout lacking both direction and documentation.
The Situation We Inherited
The client had been collaborating with a previous ERP partner on a Dynamics 365 Finance and Supply Chain implementation. Unfortunately, they were left with:
- No clear timeline for Go-Live
- A growing gap between the configured system and their actual business requirements
- An Azure DevOps (ADO) backlog filled with outdated or undocumented work items
This created a mix of frustration and uncertainty. From a functional perspective, the client had lost confidence in both the process and the product.
Our First Step: Establishing a Functional Reference Point
Recognizing the urgency and complexity, our first action was to preserve the client’s existing work by dedicating one environment as a reference system. This served two purposes:
- It allowed us to review and audit the configuration already in place.
- It became a functional baseline against which we could measure and identify all misalignments with the client’s original expectations.
Functional Assessment: Bridging the Gaps
We conducted a thorough analysis of the client’s processes — order management, subscription billing, revenue recognition, inventory tracking — and compared them with what had been implemented. With our functional expertise, we were able to:
- Highlight gaps in configuration and where it diverged from operational needs.
- Begin a mapping exercise between real-world healthcare technology operations and system logic.
- Identify critical compliance risks and usability challenges that could delay Go-Live or result in rework post-implementation.
Tackling ADO: From Chaos to Clarity
The client’s Azure DevOps board lacked structure, ownership, and documentation. We restructured it by:
- Creating functional workstreams tied to real business processes.
- Defining acceptance criteria for each functional item.
- Prioritizing the backlog to align with Go-Live objectives.
Key Takeaways
Rescue projects are never simple, but with the right structure and functional insight, they can be successfully turned around. Key takeaways include:
- Never ignore documentation. Even a working configuration becomes a liability if it is not documented.
- Use environments wisely. A dedicated reference environment can save weeks of discovery.
- Validate early and often. Functional alignment should happen in every phase — not just UAT.
- Focus on trust. Functional clarity rebuilds client confidence faster than technical jargon.
Looking Ahead
Today, the client is successfully live with a system configuration that truly aligns with their business needs. Feedback from the client highlights that, among the many ERP implementations they have experienced, this was one of the smoothest Go-Lives to date. They credit the clarity and consistency of functional leadership as a key factor — a critical advantage in the healthcare technology space, where operational efficiency can directly impact patient outcomes.
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Keep on reading, Blog 5: Rescuing a Healthcare ERP Project: The Technical Turnaround
