- Organisation
- Coca-Cola HBC
- Predecessor
- Ageing back-office CRM environment operated for more than ten years
- Destination
- Dynamics 365 Sales, Customer Service and Customer Insights integrated with SAP through Dataverse
- Workload
- Sales, customer service, campaign management and related integrations across a multi-country beverage business
- Stage
- Operational CRM platform replacement
- Retirement status
- The legacy CRM environment is operationally displaced for the stated functions; formal product identity and retirement timing remain unpublished.
- Confidence
- High
- Next trigger
- A named predecessor, dated cutover or formal retirement statement.
Programme context
Coca-Cola HBC placed Dynamics 365 Sales, Customer Service and Customer Insights into production, replacing an ageing back-office CRM environment.
Why this matters: The record identifies a named organisation, an explicit predecessor and destination platform, and a bounded workload and lifecycle stage.
Migration timeline
| Date or stage | Milestone | What changed | Evidence status |
|---|---|---|---|
| More than ten years | Migration milestone | The predecessor back-office CRM had operated for more than a decade. | Source-stated duration |
| Current production state | Migration milestone | Sales, service and campaign functions operate on Dynamics 365. | Source-stated operating state |
| 27 Apr 2026 | Migration milestone | Microsoft published the current account. | Dated primary evidence |
Workload migration matrix
| Workload | Predecessor | Destination | Status by 23 Jul 2026 |
|---|---|---|---|
| Sales, customer service, campaign management and related integrations across a multi-country beverage business | Ageing back-office CRM environment operated for more than ten years | Dynamics 365 Sales, Customer Service and Customer Insights integrated with SAP through Dataverse | Operational CRM platform replacement |
Implementation and architecture
- Dataverse integrates the Dynamics 365 platform with SAP.
- Digital marketing campaigns are described across 21 countries.
- The partner account describes more than 300 integration interfaces migrated to a new architecture.
Known unknowns and contradictions
- The predecessor CRM vendor and product name.
- The exact production cutover date or phased rollout dates.
- The formal predecessor retirement date.
- The precise country scope of the core CRM transition.
No missing fact is inferred to broaden the source-supported migration claim.
PlatformTrace analysis
The source supports current production use and digital marketing campaigns in 21 countries. It does not name the predecessor CRM product, provide an exact production cutover date or state a formal retirement date.
Performance, cost, uptime and operational outcomes remain attributed source claims unless independently stated otherwise.
Evidence ledger
- Microsoft customer story, 27 April 2026
Named Coca-Cola HBC personnel identify the ageing CRM environment, Dynamics 365 target, SAP integration and current operating scope.
- Customertimes implementation-partner account, verified 23 July 2026
Corroborates a related migration of more than 300 integration interfaces while not naming the predecessor CRM product.
Corrections and updates
23 July 2026 — Initial Verified dossier published from the complete five-lane overnight intake and corrected central adjudication. Later milestones will be appended rather than silently replacing this state.