Customer Success
Steering Public Waterfront Agency’s ERP Back on Course
Support – OnActuate Managed Services
Public Sector
Canada
About the Company
Waterfront Toronto is a public sector organization responsible for revitalizing Toronto’s waterfront through collaboration across municipal, provincial, and federal governments.
OnActuate helped us regain control of our Dynamics 365 environment. Their structured refactoring approach stabilized our system, reduced complexity, and restored confidence in our platform. We now have a clearer roadmap, stronger internal capabilities, strong foundation to build AI capabilities within our ecosystem and a partner who understands how to balance innovation with long term sustainability.
Lisa Taylor, CFO
Waterfront Toronto
Business Challenge
Years of heavy customization within Microsoft Dynamics 365 Finance & Supply Chain had created system complexity, upgrade challenges, and rising support costs.
The environment required stabilization, improved reliability, and a more sustainable long-term model without disrupting day-to-day operations.
Solution
OnActuate stabilized and streamlined Waterfront’s ERP platform through targeted refactoring and ongoing Managed Services support. By reducing unnecessary customizations, resolving critical system issues, improving performance, and shifting from reactive support to proactive optimization, we restored confidence in the system while creating a scalable foundation for future growth.
Results:
- 50% reduction in support calls
- Improved system stability and credibility, greater operational efficiency
- Clear roadmap for continuous improvement
With a more stable and streamlined environment, Waterfront is also better positioned to take advantage of ongoing Microsoft innovations – including AI-powered capabilities like invoice capture – as part of its broader modernization strategy.
Need to stabilize a heavily customized Dynamics 365 environment? Check out our complimentary ERP Recovery and Optimization Workshop!
