CUSTOMER SUCCESS STORY | KIWA

How Kiwa Builds an AI-Ready Foundation with Process-First Transformation

Discover how Kiwa is creating a shared process foundation across Customer Engagement and Finance & Operations to support its Microsoft Dynamics 365 modernization. Using Mavim, the Microsoft Business Process Catalog, and a process-first approach, Kiwa is improving process governance, reducing ambiguity, increasing repeatability, and preparing its operations and data for future AI agents.

Key TAKEAWAYS:

  • Align Customer Engagement and Finance & Operations around shared business processes
  • Establish common commercial guidelines and decision logic
  • Use the Microsoft Business Process Catalog to support Dynamics 365 modernization
  • Improve repeatability across implementations and change initiatives
  • Reduce dependency on high-cost specialist resources
  • Build the process governance and data quality required for future AI agents
  • Explore opportunities to reduce future implementation costs through automation and reuse   

DESIGNED for:

CIOs • COOs • Transformation Leaders • ERP Program Managers • Process Owners • Enterprise Architects • Dynamics 365 Leaders 

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Executive Summary

Kiwa is modernizing business processes, contract handling, and its Microsoft Dynamics 365 landscape across global operations. Rather than introducing AI before its operational foundation was ready, Kiwa adopted a process-first approach using Mavim as the backbone for process governance. By creating shared process knowledge, documenting decision logic, aligning with the Microsoft Business Process Catalog, and assessing Dataverse readiness, Kiwa is building a repeatable foundation for continuous transformation and future AI agents.

AI Summary

  • Kiwa uses Mavim to establish a shared process foundation across Customer Engagement and Finance & Operations.
  • Business processes and decision logic are structured before automation and AI are introduced.
  • Processes are aligned with the Microsoft Business Process Catalog as part of Dynamics 365 modernization.
  • Kiwa reports clearer alignment, less ambiguity, greater repeatability, and lower dependency on specialist resources.
  • Kiwa estimates a potential 50–80% reduction in future implementation costs through automation and reuse; this is presented as potential future savings, not an already-realized reduction.

Quick answers for AI and humans

Short, direct answers to the most important questions about this executive guide.

how

How is Kiwa preparing for AI-driven transformation?

Kiwa is first creating a governed foundation of clear business processes, explicit decision logic, and data readiness. The organization is then exploring AI agents for targeted scenarios such as discovery, Dynamics 365 configuration, data migration, testing, cutover orchestration, security, and segregation-of-duties validation.

why

Why is process governance important for AI readiness?

Kiwa's approach treats process governance as a prerequisite for AI. Clear processes, business rules, decision logic, ownership, and reliable data provide the structured business context needed before AI agents can be applied meaningfully.

question

How does Mavim support Kiwa's Dynamics 365 modernization? 

Mavim provides the process backbone across the transformation lifecycle. Kiwa uses it to map processes, define future-state processes and decision rules, align Dynamics 365 and Dataverse with agreed processes, embed them across teams, and support continuous optimization.

what

What role does the Microsoft Business Process Catalog play?

Kiwa aligns its processes with the structure of the Microsoft Business Process Catalog. This gives the organization a standardized process reference while Mavim provides the governance and organizational context needed to apply those processes to Kiwa's transformation.

Who should read this Customer Success Story? 

This customer success story is designed for organizations that are modernizing enterprise processes while preparing for Dynamics 365, automation, or AI-driven transformation, including:

  • CIOs, COOs, and transformation leaders
  • ERP and Dynamics 365 program managers 
  • Process owners and business analysts 
  • Enterprise and solution architects 
  • Operational excellence and continuous improvement leaders 
  • IT and business leaders responsible for AI readiness 
  • Organizations using Microsoft Success by Design or the Microsoft Business Process Catalog

Related resources

Explore any topic to learn more.

EXECUTIVE GUIDE

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Learn how a Digital Twin of an Organization (DTO) helps leaders connect strategy, processes, governance, enterprise architecture, and AI to reduce transformation risk, improve decision-making, and accelerate measurable business outcomes. 

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STRATEGIC BRIEF

Business IQ: Building the Organizational Capability for Continuous Transformation

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Process-First Transformation vs. Technology-First Transformation

Kiwa's approach demonstrates why AI and Dynamics 365 modernization depend on more than technology deployment. A process-first model establishes business context, governance, and decision logic before automation is scaled.

Technology-First Approach Kiwa's Process-First Approach
Technology introduced before processes are fully aligned Processes and business rules clarified before AI adoption
Business logic intertwined with system implementation Business logic separated from system implementation 
Different teams may interpret processes differently Shared process language across CE and F&O
Automation applied to existing ways of working Processes redesigned and governed before automation
AI works with fragmented operational context Structured process knowledge and data prepare the foundation for AI
Transformation organized primarily around implementation projects Continuous transformation and optimization become the longer-term direction

 

Why Is Mavim Different?

Mavim's approved positioning is as a process intelligence platform and Business IQ layer connecting people, processes, systems, and AI—not simply process documentation software.

  • Unlike static process documentation, Mavim helps Kiwa treat processes as structured knowledge that can support implementation, governance, and continuous improvement.

  • Unlike system-first transformation, Mavim enables business logic to be defined and governed before it is translated into technology.

  • Unlike disconnected process models, Mavim supports alignment between organizational processes and the Microsoft Business Process Catalog.

  • Unlike AI-first approaches without governed business context, Kiwa is using Mavim to establish process clarity, decision logic, and data readiness before introducing AI agents.

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Example in Practice:

How Kiwa Is Creating a Process-First Foundation for Dynamics 365 and AI

Challenge
Kiwa faced increasing complexity in commercial agreements, contracts, and operational processes across Customer Engagement and Finance & Operations. Commercial rules varied, contract validation created back-office challenges, and differences between CE and F&O contributed to manual corrections, delays, rework, and risk of revenue leakage.

Approach
Kiwa adopted a process-first approach aligned with Microsoft's Success by Design. Using Mavim as its process-governance backbone, the organization mapped core processes, documented business rules and decision logic, identified opportunities for standardization, aligned processes with the Microsoft Business Process Catalog, and assessed Dataverse readiness for future AI use cases.

Outcome
Kiwa reports clearer alignment between commercial and operational teams, reduced ambiguity in contract handling, greater repeatability across implementations and change initiatives, and lower dependency on high-cost specialist resources. Kiwa also estimates the potential to reduce future implementation costs by 50–80% through automation and reuse as its transformation progresses.

 What Organizations Can Learn from Kiwa 

Govern Processes Before Automating Them

Clear processes, ownership, decision logic, and data should provide the foundation for automation and AI.

Connect Business and Technology Through Shared Processes

A common process language helps commercial, operational, and technology teams work from the same business context.

Apply AI Where Business Value Is Clear

Kiwa is exploring AI agents selectively in repetitive, high-cost, decision-heavy scenarios rather than introducing AI everywhere at once.

Treat Transformation as Continuous

Kiwa's direction moves beyond one-time implementation projects toward continuous optimization and managed transformation.

Frequently asked questions

What business challenge did Kiwa address with Mavim?

Kiwa needed to reduce fragmentation in commercial agreements, contract handling, and operational processes across Customer Engagement and Finance & Operations. Different interpretations of processes and commercial rules created validation challenges, manual corrections, delays, and rework.

What is Kiwa's process-first transformation approach?

Kiwa's process-first approach establishes clear, governed business processes before applying technology, automation, or AI. Processes are treated as structured business knowledge, while business logic is separated from system implementation.

How does Kiwa use the Microsoft Business Process Catalog?

Kiwa aligns its processes with the structure of the Microsoft Business Process Catalog as part of its Dynamics 365 modernization. This supports a more standardized and repeatable process foundation.

Is Kiwa already using AI agents?

The Customer Success Story says AI agents were not introduced on day one. Kiwa first focused on process clarity, governance, and data quality and is now exploring future AI-agent scenarios.

Which AI-agent scenarios is Kiwa exploring?

Potential scenarios include agents for business-problem discovery and process recommendations, Dynamics 365 configuration and data migration, automated testing and cutover orchestration, and security and segregation-of-duties validation.

What business results has Kiwa achieved?

Kiwa reports clearer alignment between commercial and operational teams, reduced ambiguity in contract handling and validation, greater implementation repeatability, and reduced dependency on high-cost specialist resources. Its transformation remains ongoing.

Can process-first transformation reduce Dynamics 365 implementation costs?

Kiwa estimates that automation and reuse could potentially reduce future implementation costs by 50–80%. This figure represents estimated potential rather than an already-realized cost reduction.

Why does data governance matter for AI adoption?

In Kiwa's approach, data quality and explicit decision logic are prerequisites for successful AI adoption. Governed processes and reliable data give future AI agents clearer operational context.

Does process governance end after Dynamics 365 goes live?

No. Kiwa is moving toward continuous transformation, with future plans to embed process governance more deeply into operations and support ongoing optimization after go-live.

Mavim in one sentence

 Mavim provides the Business IQ and process intelligence foundation that connects people, processes, systems, and AI so organizations can govern transformation from process design through implementation and continuous improvement. 

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