Restoring Confidence and Delivering Agility for a Nordic adventure travel company

Client Overview

A Nordic adventure travel company, offering immersive expedition cruises to some of the world’s most remote destinations, following a strategic split from its luxury cruise counterpart, engaged Inciper towards the end of a long and complex digital transformation to support and validate the health of the implementation.

Challenge

The company had initially partnered with a Norwegian systems integrator to implement Microsoft Dynamics 365 Finance & Operations (F&O) and Human Resources. However, as the October 1st go-live date approached, the relationship between the client and the incumbent partner deteriorated due to:

• Rigid delivery approach: The incumbent lacked flexibility and was unwilling to adapt to the companies evolving needs.
• Poor communication: A breakdown in dialogue left the client uncertain about the project’s status and readiness.
• Loss of key personnel: A contractor overseeing the implementation was due to leave, creating a gap in continuity.

With confidence in the project waning, the client sought a second opinion and a potential new partner to ensure a successful go-live.

Solution & Key Findings

The company reached out to Inciper, a Microsoft Dynamics partner, based on a recommendation and a direct inquiry via the Inciper website. 
Inciper proposed a Solution Assessment (RAG Report) to evaluate the current state of the implementation.

• The assessment covered 137 areas within Dynamics 365 F&O and identified:
   
  • 24 Red
  • 57 Amber
  • 56 Green
    
    
• Despite the concerns, the system was in a better state than the client had feared. However, the relationship with the incumbent was beyond repair
  
  

Incipers Approach

• Agile and responsive: Inciper offered a larger, more flexible team
  capable of adapting to shifting priorities.
• Collaborative transition: Worked alongside the incumbent to support
  go-live and ensure knowledge transfer.
• Expertise-driven: Specialists across ERP, HR, and finance provided
  targeted recommendations and support.

Post-go-live success

The client successfully went live with Dynamics 365 F&O and HR on 
October 1st, with Inciper providing hypercare support immediately after.

Impressed by Incipers expertise and
communication, Inciper was awarded with a three-year managed
services contract.

• Integration Ownership: Inciper took over responsibility for multiple
  complex integrations, with key systems across:
  • 2 x Finance systems
  • Cruise booking system
  • Shipboard operations
  • HR

Future Opportunities: Discussions are underway for Power BI reporting and further enhancements,

Conclusion

• Agility and communication are critical in complex ERP
  implementations.
• A solution assessment can restore confidence and provide clarity
  during project uncertainty.
• Strong partnerships are built on trust, responsiveness, and technical
  excellence