Case Study: Lufthansa Industry Solutions achieves higher user adoption and data-driven CRM with Microsoft Dynamics 365

Lufthansa Industry Solutions chooses Microsoft Dynamics 365

Lufthansa Industry Solutions, an IT consulting and system‑integration provider advising more than 200 companies across sectors, modernized its internal CRM to support digital transformation and meet GDPR requirements. Its legacy, static system suffered low user acceptance, fragmented data and slow reporting, so the company needed a flexible, mobile‑ready CRM with rich functionality that could be extended and adopted easily across the organization.

The firm chose Microsoft Dynamics 365 in 2018 and set up a Center of Excellence to centralize expertise and rollout. A small core team implemented the solution in staged phases—sticking closely to the standard to cut integration costs—and completed the initial deployment in four months. The new CRM significantly improved usability and data quality, enabling faster reporting, more proactive customer support and an expanding community that now provides consulting across the Lufthansa Group.

Lufthansa Industry Solutions

Louisa Conradi

Director