How We Reduced Licensing Costs While Modernizing a CRM Email Workflow
A case study
Most IT problems, at least in the beginning, look simple on the surface.
A manufactured housing operator came to us with one of these challenges. They wanted to create a scalable way for their custom CRM platform to handle email communication across 100 properties.
At first glance, the request seemed straightforward, but as the project evolved, it became clear that the underlying email workflow would have significant implications for security, scalability, long-term maintenance, and cost.
Rather than going ahead with their original design, they came to us to evaluate the bigger picture and build an approach designed to support their business long-term.
Here is how we did it.
The Challenge
We knew that our client’s CRM platform needed to send emails to leads, monitor inboxes for responses, and support communication workflows across nearly 100 properties.
The challenge was that the original design relied heavily on individually licensed Microsoft 365 mailboxes connected through IMAP. On paper, it worked, but operationally, it created some major concerns.
First, there was the cost. Licensing nearly 100 mailboxes adds up fast, especially when you also have to factor in third-party mailbox costs.
Second, there was the long-term technology concern. Microsoft has been steadily moving away from legacy authentication and older email protocols in favor of more modern, secure workflows. Continuing to build around IMAP raised questions about scalability, maintainability, and future compatibility.
The bigger issue wasn’t “Can we make this work?”
It was, “Can we build this in a way that still makes sense three years from now?
Our Approach
Instead of moving forward with the original design, our team worked with our client to create a more modern approach built around Microsoft Graph API and OAuth-based authentication workflows.
The goal was to reduce unnecessary licensing overhead while aligning the environment more closely with Microsoft’s long-term security direction.
Rather than relying on individually licensed mailboxes tied to legacy protocols, the proposed approach leveraged shared mailboxes and Graph API permissions to handle communication between the CRM and Microsoft 365.
Our client was already familiar with Graph API workflows from previous Outlook integrations within their software, which helped push conversations around feasibility and implementation.
Just as importantly, both of our teams agreed not to rush a full deployment immediately across all properties.
Instead, the plan was to start with a single property to test the workflow, validate the integration, and identify any unknowns early, before scaling the solution further.
Building the Integration
To support the new workflow, the proposed design centers around a secure App Registration in Microsoft Entra ID. This would allow the CRM platform to use Graph API permissions to securely send and receive email activity without relying on traditional mailbox authentication workflows.
The CRM itself would connect directly to the inboxes to manage outbound communication and monitor for customer responses. This would take away the need for more forwarding workflows or more complicated mailbox management processes.
We also worked closely with our client to review authentication requirements, discuss implementation options, and align the technical workflow with how the CRM already operated internally.
At the same time, the project was approached pragmatically. While Graph API was the preferred direction, the team also talked about contingency options, including the possibility of leveraging a third-party email server if we ran into any issues during testing.
Our ultimate goal was to modernize the workflow by building something flexible, scalable, and realistic for long-term operational use.
Why This Matters
Projects like this are becoming more and more common as businesses try to modernize older workflows while balancing security, operational efficiency, and cost.
For our client, the conversation evolved past simply creating mailboxes. It became an opportunity to reevaluate how the environment was being designed from the ground up.
In the end, we were able to reduce unnecessary licensing overhead, move away from legacy authentication methods, and build a workflow that was better aligned with Microsoft’s long-term ecosystem.
It also reinforced the value of slowing down before scaling.
By testing the integration with a single property first, both of our teams created the space we needed to validate the workflow while identifying potential speed bumps early. It also built confidence in the approach before expanding it across the business.
Sometimes the best solution isn’t the fastest deployment, it’s the one designed to remain secure, scalable, and maintainable long after the initial rollout.
Still relying on legacy email workflows or evaluating how your applications integrate with Microsoft 365? We help businesses like yours modernize these environments with scalability and security in mind. Contact us today for a complimentary evaluation.