Understanding and supporting an established family-office CRM

VALUEworks uses an on-premises CRM based on Microsoft Dynamics in a family-office setting. Theia has supported the application for several years. Day-to-day work includes specific questions about mandates and reports, as well as assessing the changes the team would like to make.

In September 2026, VALUEworks reported a mandate that could no longer be found in the CRM under its expected name. The first step was to establish whether the record was actually missing or whether the way it appeared had changed.

Reporting also brings new requirements for the existing application. Another case concerned a report in which several mandates needed to be selected together. The existing report did not offer that option.

Theia investigated the mandate in the test and production environments. The checks showed that the record was still present but had a different name. This identified a specific cause for its apparent disappearance. VALUEworks then changed the name back itself.

For the request to report on several mandates together, we explained the limits of the existing solution. It would have required a change to the report or an adapted copy. This assessment gave the team a concrete basis for deciding its next step.

These requests are part of our long-standing CRM support: we work with the existing Dynamics application, check the relevant data and functions in each case, and discuss the changes required with VALUEworks.