KEARNEY implements Dynamics 365 CRM in the UAE with Awara IT

KEARNEY engaged Awara IT to modernize its client-facing and internal workflows in the UAE by deploying Dynamics 365 CRM. The program focused on two aligned initiatives: a Workflow Application (WFA) to standardize task routing, document control and governance; and an Augmented Pyramid suite that consolidated demand reporting, performance evaluation and business-case capture into a single, auditable application.

Awara IT extended KEARNEY’s existing Dynamics 365 Customer Engagement landscape, delivering role-based flows, centralized document storage and real-time reporting. The implementation reduced manual handovers, improved data completeness for project intake and introduced consistent performance forms—enabling faster decision cycles and stronger governance for the firm’s professional services operations in the Middle East.

Client / Industry / Country

KEARNEY is a global management consulting firm operating in the professional services sector, with a regional office and active delivery footprint in the UAE and the broader Middle East.

Business challenge

KEARNEY’s regional operations were relying on a mix of ad-hoc spreadsheets, email chains and fragmented document folders to manage client requests, resource assignments and performance evaluations. Alerts and approvals were manual, handovers lacked structure, and critical documents were scattered across drives and mailboxes—creating delays and governance risk.

Two specific initiatives created the need for a controlled enterprise solution: the Workflow Application (WFA) to provide automated alerts, structured data capture, role assignment and audit trails; and the Augmented Pyramid package to centralize demand reporting, performance evaluation forms and business case submissions. The triggers were operational inefficiency, inconsistent data quality for bids and engagement staffing, and the requirement to demonstrate stronger controls for project intake and performance review.

Why Dynamics 365 was selected

KEARNEY’s IT landscape already included Microsoft Dynamics 365 Customer Engagement, making Dynamics 365 CRM the natural platform to extend. The project required tight integration with Microsoft 365 (for document management and collaboration), Azure AD for authentication, and Power Platform for low-code forms and automation—capabilities native to the Dynamics stack.

Selection criteria included platform extensibility for custom workflows, role-based security and audit logging, proximity to existing data and user familiarity with Microsoft interfaces. Awara IT was selected as the implementation partner for its regional Dynamics 365 experience and its ability to deliver professional-services-specific data models and reporting within the Microsoft ecosystem.

Modules implemented

• Dynamics 365 Customer Engagement – core CRM extensions
• Custom Workflow Application (WFA) for automated alerts and task routing
• Augmented Pyramid suite: Demand Reporting, Performance Evaluation, Business Case forms
• Document management integrated with SharePoint
• Power Automate flows for approvals and notifications
• Power BI operational and executive dashboards
• Role-based security and governance module

Integrations

• Existing Dynamics 365 Customer Engagement data model
• Microsoft 365 / SharePoint for centralized document repository
• Azure Active Directory for SSO and group-based role assignment
• Power BI for reporting and executive dashboards
• Outlook integration for activity tracking and notifications

Localization & compliance

The implementation accounted for UAE operational requirements and regional compliance expectations. Solutions included Arabic display support where required, UAE time zone settings and regional date formats, and audit trails that meet local governance and corporate recordkeeping practices. Data handling and access controls were implemented to align with corporate data protection policies applicable to operations in the Middle East.

Business value

The Dynamics 365 CRM deployment delivered measurable operational improvements: faster handovers between teams, consistent intake of project requests, and consolidated reporting that reduced manual effort. Centralized documents with role-based access reduced retrieval time and lowered risk of version control errors. Together, these changes improved responsiveness to client demand and provided leadership with reliable, near-real-time metrics for resource and performance decisions.

Beyond efficiency, the project strengthened governance and auditability for KEARNEY’s UAE operations. Standardized performance evaluation and business-case forms improved comparability across engagements and supported quicker, evidence-based staffing and investment decisions—yielding a leaner approval process and clearer accountability.