TOGAF Case Study for Dynamics CRM / Power Platform



How I Applied TOGAF to Build a Custom CRM from Scratch

Introduction

I decided to write this article based on a real-world case study where I successfully implemented TOGAF principles while developing a custom CRM solution using Power Platform. My goal is to help you understand what TOGAF is and how it can be applied efficiently to enterprise architecture projects.

Background

The organization was struggling with scattered customer data. Information was stored in spreadsheets, physical files, and disconnected systems. This led to inefficiencies, lost information, and difficulty in tracking customer interactions across departments.

To resolve this, the company decided to develop a custom-built CRM solution from scratch, ensuring it mimicked their existing processes while following TOGAF principles. The goal was to integrate the CRM with power plant production data and the company's ERP system, ensuring seamless data flow and improving overall efficiency.

Applying TOGAF for CRM Integration

Preliminary Phase: Setting the Foundation

Before diving into development, the organization needed a clear roadmap. TOGAF provided the necessary structure, helping define architecture principles, governance policies, and high-level objectives. Key decisions included:

  • Building the CRM from scratch to perfectly align with existing workflows.

  • Ensuring seamless integration with power plant production data and ERP systems.

  • Establishing a governance model to guide decision-making and ensure compliance.

Phase A: Defining the Vision

This phase focused on identifying business needs and setting expectations for the CRM project. The team held extensive meetings with stakeholders from different departments, gathering insights into pain points and requirements. The goal was clear:

  • Centralize all customer data in one accessible, reliable system.

  • Maintain familiar workflows while improving efficiency.

  • Enable real-time integration with power plant and ERP systems.

  • Ensure scalability for future expansion.

Phase B: Business Architecture – Understanding Existing Processes

Since the CRM was being developed from scratch, it had to mimic existing processes while eliminating inefficiencies. This required:

  • Mapping out all customer-related workflows across departments.

  • Identifying bottlenecks caused by outdated manual data management.

  • Designing a new structure that improved data flow without disrupting established operations.

To ensure smooth adoption, the new system was designed to look and feel familiar to employees while offering enhanced automation and tracking capabilities.

Phase C: Information Systems Architecture – Structuring the Data

This phase was crucial in designing how data would be handled within the CRM. The key aspects included:

  • Defining data structures to ensure consistency.

  • Establishing real-time data synchronization with the ERP and power plant production systems.

  • Creating a robust data security model to protect customer information.

Instead of adapting an off-the-shelf CRM, the company structured its system around its own unique data model, ensuring a perfect fit for its operations.

Phase D: Technology Architecture – Building the System

With the blueprint in place, I designed the CRM’s to keep scalability in mind. This involved:

  • Choosing a cloud-based architecture to ensure accessibility and reliability.

  • Implementing API connections to integrate with ERP and power plant data.

  • Designing a user-friendly interface that employees could quickly adapt to.

Given the mission-critical nature of power plant operations, special attention was given to system redundancy and real-time data processing to avoid disruptions, especially on the power plants API`s.

Phase E: Opportunities & Solutions – Aligning IT with Business Goals

This phase focused on translating business objectives into actionable solutions. The key decisions included:

  • Implementing automation to reduce manual data entry by using Power Automate.

  • Introducing role-based access control to protect sensitive information.

  • Ensuring compliance with regulatory standards in data management (SOX compliance).

With a strong foundation, the CRM was not just a tool but a strategic asset that enhanced operational efficiency.

Phase F: Migration Planning – Transitioning from Old to New

Since the company had never used a centralized CRM before, careful planning was needed to transition from fragmented systems. The migration strategy included:

  • Data cleansing and validation before transferring records.

  • Phased rollout to minimize disruptions.

  • Extensive employee training and support to ensure smooth adoption.

A parallel-run strategy was adopted where the old and new systems operated side by side for a short period, allowing for a smooth transition.

Phase G: Implementation Governance – Keeping Everything on Track

With implementation underway, governance played a critical role in ensuring compliance with TOGAF principles. A governance framework was established to:

  • Monitor progress and address roadblocks.

  • Ensure alignment between business needs and technical execution.

  • Gather feedback for continuous improvements.

A dedicated architecture review board oversaw the rollout, ensuring the CRM met the highest standards of performance and usability.

Phase H: Architecture Change Management – Future-Proofing the System

TOGAF recognizes that IT systems must evolve with business needs. To ensure long-term sustainability, the company:

  • Established a continuous improvement process for system updates.

  • Created a feedback loop where employees could request enhancements.

  • Implemented scalability measures, allowing for future expansion without major rework.

The architecture team remained actively involved even after deployment, ensuring the CRM continued to serve the organization’s evolving needs.

Outcome

By applying TOGAF principles, the company successfully developed and integrated a fully customized CRM from scratch, tailored to its unique workflows and operational requirements. The results included: 

✅ Seamless data integration with ERP and power plant systems. 

✅ Improved efficiency through automation and centralized data access. 

✅ Better customer management, enhancing decision-making across departments. 

✅ Scalability and adaptability for future business growth.

This case study showcases how TOGAF can guide the development of complex IT solutions, ensuring they align with business objectives while maintaining flexibility for future needs.

Final Thoughts

TOGAF is a powerful framework that can be applied across various industries to streamline IT projects. If you're planning to implement a CRM or any enterprise system, following TOGAF principles can help ensure long-term success.

Do you have any experience applying TOGAF in your projects? Feel free to share your thoughts in the comments!

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