A leading technology consultancy was engaged to deliver a critical digital transformation project integrating Microsoft Copilot into Microsoft Dynamics CRM for a major Australian bank. This initiative required enterprise-grade quality assurance, rapid scaling of testing capabilities, and robust governance to support complex, multi-phase delivery.

Testpoint was selected as the testing partner to design, manage, and execute a comprehensive enterprise testing program, ensuring seamless integration and high-quality outcomes for the bank’s next-generation CRM and Copilot platform.

Our Approach

1. Discovery & Roadmap

Testpoint began the engagement with targeted discovery sessions focused on the CRM program’s objectives, risk landscape, and the specific requirements for Copilot integration. Working alongside business and technical stakeholders, the team:

• Mapped the end-to-end CRM business processes impacted by Copilot.
• Reviewed technology stacks, release roadmaps, and key risk factors relevant to both CRM and Copilot.

2. Strategic Test Planning

• Developed a tailored test strategy addressing the unique demands of the CRM program and Copilot integration.
• Defined the test scope, governance model, and risk profile to safeguard delivery quality.
• Built a scalable and adaptive testing framework to support rapid delivery and continuous optimization across multiple project phases.

3. Governance & Capability Enablement

• Established a structured cadence for test governance, escalation, and delivery assurance throughout the CRM transformation.
• Integrated Testpoint consultants within the program, working alongside client subject matter experts to facilitate knowledge transfer and align on priorities for Copilot features.
• Embedded Testpoint’s quality control methods to ensure consistent outcomes across CRM and Copilot components.

4. Full-Service Test Delivery

• Delivered comprehensive test management covering all phases: planning, execution, defect management, and completion reporting.
• Executed a wide spectrum of testing, including:
  • Unit, System, Integration, and User Acceptance Testing specific to CRM workflows and Copilot capabilities
  • Non-functional testing Performance, Load, Security, and Disaster Recovery to guarantee CRM platform reliability post-integration
  • Automated traceability and evidence capture supporting regulatory and audit requirements
• Leveraged industry-standard toolsets (e.g., Vansah, Jira, Confluence, Power BI) for transparent reporting and traceability throughout the program lifecycle.

Value Delivered

• Strategic Confidence: Delivered a risk-based test strategy that underpinned the success of the CRM program and Copilot rollout.
• Flexibility & Scalability: Enabled rapid resource scaling and on-demand expertise, meeting the dynamic requirements of the integration project.
• Transparency & Governance: Provided real-time dashboards and robust traceability, building confidence from executive stakeholders through to delivery teams.
• Seamless Integration: Testpoint consultants became an extension of the client’s CRM transformation team, ensuring smooth adoption and operational continuity with Copilot features.
• End-to-End Coverage: Managed every facet of test design, execution, and reporting, supporting a complex, phased rollout across the CRM and Copilot solution.

Key Capabilities

• CRM and Copilot Testing Practice Review & Optimization
• Centralised Test Capability & Knowledge Retention
• Automated & Exploratory Testing
• Test Data Management & Baselining
• Performance, Security & Disaster Recovery Testing
• Advanced Tooling, Reporting, and Analytics

Engagement Model

1. Workshop: Requirements, objectives, and program context discovery.
2. Strategy Proposal: Custom roadmap and approach aligned to CRM and Copilot priorities.
3. Review & Sync: Stakeholder alignment and confirmation of test priorities for the integration.
4. Service Delivery: Full-cycle execution, governance, and ongoing improvement.

Why Choose Testpoint?

Testpoint’s proven framework, leadership, and deep experience in complex CRM and AI integration programs empowers clients to deliver enterprise technology transformations with confidence. Our flexible models, hands-on delivery, and transparent communication make us the ideal partner for organizations undertaking next-generation CRM and Copilot deployments.