Implementing Microsoft Dynamics ERP across multiple countries is never just about technology. It’s about people, processes, compliance, and culture. In a recent D365 Insights Podcast with Queue Associates, Chiara James (Director for the EMEA region) and Valentina Boccardi (Project Manager & Functional Consultant) shared their experiences delivering global ERP projects, and the lessons learned along the way.

What Makes Global ERP Different?

• Tax & compliance requirements vary across jurisdictions and industries.

• Distributed teams often haven’t worked together before, making coordination critical.

• Cultural differences and leadership styles can create friction when aligning processes.

Common Pain Points

• Balancing autonomy vs. standardisation: Local subsidiaries want flexibility, but group-level reporting demands consistency.

• Change management: Users naturally resist change, so engagement and support are vital.

• Leadership conflicts: Different decision-makers across regions can slow down alignment.

Aligning Business Processes

Queue Associates EMEA emphasise the importance of implementation methodology:

• Hybrid approaches that involve key stakeholders early.

• Process modelling against the system to guide users toward standardisation.

• Flexibility to adapt for unique local requirements while maintaining global alignment.

Tackling Tax Localisation

• Compliance is non-negotiable - across both home countries and export markets.

• Microsoft’s localisation packages help, but local expertise is often required.

• Consultants must continuously upskill and stay updated with regulatory changes.

Example: Managing multiple VAT numbers in European projects was once a major challenge. Now, out-of-the-box functionality in Dynamics 365 and Business Central allows customers to assign multiple VAT numbers and select the right one per transaction - a game-changer for compliance.

Managing Global Teams

• Time zones: Flexible, outcome-based working helps balance late calls with personal time.

• Languages: Transparency about language capabilities and agility to bring in local resources when needed.

• Culture: Respecting differences and finding common ground builds stronger collaboration.

Keeping Projects on Track

Valentina highlighted three essentials:

1. Tools like DevOps to track resources, customisations, and development.

2. Clear communication - being upfront and sometimes pushy to keep momentum.

3. Agility - planning ahead but adapting when unexpected changes arise.

Driving Engagement & Adoption

• Identify project champions within the client organisation - positivity spreads.

• Balance authority with empathy: listen to user pain points while showing expertise.

• Multiple rounds of training and Q&A sessions ensure users are confident before go-live.

• Detailed cutover planning and test uploads reduce risk at go-live.

Final Takeaway

Global ERP rollouts are complex, but success lies in methodology, compliance, and people management. As Chiara and Valentina emphasised, it’s about building trust, engaging stakeholders, and staying agile in the face of change.

For organisations embarking on a Dynamics 365 journey, these lessons are invaluable: invest in change management, embrace flexibility, and never underestimate the power of local expertise.