BUSINESS CHALLENGE

A leading superannuation and financial planning organisation, serving over 57,000 clients and managing more than $14 billion in funds, sought to modernise its engagement and client management processes through the Future Operating Model (FOM) transformation initiative.

The project aimed to improve the client experience by streamlining Sales, Marketing, and Customer Service functions, leveraging Microsoft Dynamics CRM as the central platform. The CRM would integrate with internal systems and SharePoint to support document management and workflow automation.

The challenge was to validate functionality, integrations, and workflows across multiple modules within a tight project timeline, while ensuring the solution met the complex business logic across customer onboarding, marketing campaigns, and service operations. Testing had to guarantee system reliability for both web and Outlook clients, across different environments and configurations.

STRATEGIC SOLUTION

Adactin was engaged to provide end-to-end functional testing services for the Microsoft Dynamics CRM implementation as part of the FOM project. The testing approach was risk-based and Agile, executed across five sprints followed by a full regression cycle to ensure complete functional and integration coverage.

Sprint-Based Testing Delivery

Each sprint focused on executing test cases, identifying high-risk areas, and verifying defect fixes:

Sprint 1–5 Execution:

• Executed identified test cases per sprint scope.
• Conducted regression testing from prior sprints to validate stability.
• Collaborated closely with developers and business analysts to triage and retest issues.
• Logged and tracked defects through Team Foundation Server (TFS).
• Performed risk assessments and communicated test findings to stakeholders.

Regression Testing Phase:

• Conducted end-to-end scenario testing after sprint completion to validate that all bug fixes and system enhancements did not introduce regressions.
• Ensured compliance with functional requirements, system workflows, and CRM SharePoint integration.

Tools & Methodologies

• Tools Used: Microsoft Excel (test case mapping and execution), Team Foundation Server (defect tracking and reporting).
• Platforms Tested: Web client on Internet Explorer 10 (Win7 SP2). Outlook client with CRM 2013 plugin on Outlook 2010
• Approach: Agile testing with a focus on risk prioritisation, ensuring maximum test coverage within constrained timelines

BUSINESS OUTCOMES

• 400+ defects identified and resolved, significantly improving system stability and functional accuracy.
• Zero critical post-production issues in key business processes.
• Comprehensive coverage: All major CRM modules – Sales, Marketing, and Client Services, were validated end-to-end.
• Business process optimisation: Provided feedback that improved data flow and user navigation across CRM modules.
• Empowered users: Conducted training sessions for the client’s test team, ensuring knowledge transfer and user confidence before go-live.
• Effective defect lifecycle management: Centralised defect tracking in TFS streamlined coordination between testers, developers, and project managers.
• Improved turnaround time: Agile sprints with continuous regression enabled faster releases without compromising quality.

References

• Tools & Platforms: Microsoft Dynamics CRM 2013, SharePoint, TFS, Internet Explorer 10, Outlook 2010.
• Testing Methodology: Agile (Sprint-based Risk-Based Testing + Regression).