In a move to streamline operations, improve data-driven decision-making, and support business growth, Accredo Packaging has successfully implemented Microsoft Dynamics CRM for its sales and business development teams and achieving a full rollout in just three months.

This investment in technology and rapid deployment marks a significant digital transformation for Accredo. It will enable the company to provide faster and more personalized service with seamless lead tracking capabilities, and help with smarter decision-making with the access to advanced analytics.

The project was executed in partnership with Centric Consulting and is part of Accredo’s long-term strategy to scale its sales operations and improve efficiency across its vertically integrated flexible packaging business.

A Fast-Tracked Digital Transformation

The implementation of Microsoft Dynamics CRM began with discovery and design in October, 2024, followed by a January 2025 launch of Phase 1, which introduced the customer lead management and sales module. By the end of February, the system had been successfully rolled out to Accredo’s entire sales and business development teams.

“Implementing Microsoft Dynamics CRM has helped us align the rhythm of our organization with the needs of our customers,” states Roberto Santos, director of marketing, Accredo Packaging. “Now, we have a centralized system that gives our teams a shared view of everything happening with each customer – improving communication, accelerating response times, and ultimately allowing us to deliver a more connected and seamless customer experience across every touchpoint.”

“It has been great to partner with the Accredo team to bring Microsoft Dynamic CRM to their sales organization and fuel future growth and scale,” adds Steve Bernicke, vice president, Centric Consulting. “The rapid three-month implementation demonstrates Accredo’s commitment to digital transformation and positions them to leverage data-driven insights across their entire sales lifecycle. We’re excited to continue supporting their journey as they move into Phase 2 and integrate more of their business operations into a unified platform.”

Phase 2: Full Sales Lifecycle Integration

With Phase 1 complete, Accredo is now entering Phase 2, which will integrate lead-to-opportunity functionality with Microsoft Dynamics 365 Business Central. This integration will allow Accredo to track the entire sales cycle – from new customer lead generation to sales order processing – within a single platform.

By consolidating accounting, sales, inventory, and customer service functions, the next phase of implementation will further enhance operational efficiency and reporting capabilities. The Marketing and Customer Service modules of Dynamics will also be introduced as part of the next stage, with the overall project expected to continue throughout 2025.

Accredo’s move to Microsoft Dynamics CRM reflects its commitment to scalability and data-driven decision-making. The system now provides detailed reporting on lead sources, qualification rates, and revenue metrics, offering leadership greater visibility into sales performance.

“With access to advanced analytics, we can make more informed strategic decisions and optimize our sales and customer service processes,” says Dexter Walters, IT director, Accredo Packaging, who managed this project. “Microsoft Dynamics CRM is a crucial tool in our growth plans.”