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The organisation replaced outdated finance systems, overcoming manual processes and resistance to change for a more efficient, automated future. Delivered in under 7 months, the transformation made work smoother and boosted user satisfaction, while laying the foundation for future innovation through data integration and AI-driven decision-making.
VisitBritain/VisitEngland, the national tourism agency, faced a critical challenge: its outdated, on-premise finance system was nearing its end-of-life. With a government mandate to adopt a "cloud-first" strategy, VisitBritain/VisitEngland saw an opportunity not just to upgrade, but to fundamentally transform its financial operations. Here, we’ll detail how VisitBritain/VisitEngland partnered with Delaware to implement Microsoft Dynamics 365 Finance (D365) and revolutionise its efficiency, international capabilities, and future-readiness.
Finance Director, VisitBritainI'd say the project not only met my expectations, it exceeded them.Serena Jacobs
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For years, VisitBritain/VisitEngland relied on a legacy ERP system. While it had served its purpose, the system was plagued by manual processes that consumed valuable time and resources.
VisitBritain/VisitEnglandWe had a very old on-premise finance system, which was end of life and we have a government directive to go cloud first. We needed to move to a cloud-based system to try and gain as many efficiencies as we possibly could.Serena Jacobs -Finance Director
The new solution also had to support complex global operations across 16 countries, handling diverse currencies and regulations seamlessly. The project wasn't a simple upgrade; it was a greenfield implementation aimed at creating a modern, efficient finance system from the ground up.
VisitBritain/VisitEngland embarked on a competitive, two-month procurement process to select the right ERP solution and implementation partner. The team evaluated several options for a more efficient and streamlined D365 Finance solution.
Delaware’s deep understanding of VisitBritain/VisitEngland's unique requirements and our commitment to a Microsoft-first solution, with a focus on cutting-edge features like Copilot and automation, made us the chosen partner. According to Assistant Accountant Paul MacPhail, Delaware "came top on every single one of the evaluations."
With a strict deadline to go live at the start of the new financial year, VisitBritain/VisitEngland and Delaware had just 6-7 months for the entire implementation. This rapid pace presented significant challenges, particularly "change resistance" from users who had been on the old system for over two decades.
Using a collaborative approach was instrumental in navigating these hurdles. Serena Jacobs highlighted a key strategy: bringing all finance managers, including those from overseas, to London for in-person workshops. She noted that this approach "unlocked some of that change resistance" by allowing the teams to work through issues and training together.
VisitBritain/VisitEnglandOur experience of working with Delaware throughout the project was that they were a very attentive organisation. They had great understanding of both the project life cycle and the types of issues that we would encounter along the way and were always there and ready to help to solve those issues for us and with us.Nigel Scott, Head of Finance Transformation
Even in the initial months following the launch, VisitBritain/VisitEngland began to see the profound benefits of the new D365 Finance solution. The move from manual processes to automation quickly delivered efficiencies, freeing up teams to focus on more strategic, value-added work.
Saul Batzofin, Project Portfolio Director, confirmed this early success,
"We're already starting to see some efficiencies where some of our manual processes are now becoming more automated."
The project's successful completion on its ambitious timeline resulted in positive feedback and high user satisfaction. Nigel Scott, Head of Finance Transformation, reported that the team was "very happy" with the outcome of the project, attributing this success to Delaware's "great job in helping us to achieve that."
The changes at VisitBritain/VisitEngland are about more than just making things faster; they're creating lasting, deeper benefits.
The D365 Finance solution lays the groundwork for a data-driven future. The agency is strategically positioned to integrate its financial data into a broader data lake, enabling powerful insights and smarter, faster decision-making.
Saul Batzofin shared the organisation's vision for leveraging AI and Copilot within D365 Finance, noting, "I think if we can bring finance data into our data lake and start making decisions based on real data, both financial and other, that would be a real win." This forward-thinking approach ensures VisitBritain/VisitEngland can leverage cutting-edge technology for smarter, faster decision-making across its global operations.
VisitBritain/VisitEnglandWe would certainly partner with Delaware again, because they have the knowledge to help us make the most out of the system.Saul Batzofin, Project Portfolio Director
The success of the project highlights Delaware’s commitment to delivering a strong return on investment, even under immense pressure. The collaborative relationship forged during the intensive implementation has set the stage for continued success.
The ongoing partnership, solidified by a support contract, is a testament to the trust built throughout the transformation.
Poppie Dawson
Microsoft Business Development
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