From Manual Billing to 300% CSP Growth: Innovia Consulting’s Work 365 Story

Innovia Consulting scaled its CSP business by thousands of licenses—without adding sales or support staff. That outcome wasn’t driven by better selling. It was driven by operational automation. By fixing CSP billing, provisioning, and subscription management first, Innovia removed the constraints that typically limit cloud growth for Microsoft partners.

Innovia’s Starting Point: Growth Without Operational Leverage

Innovia had been part of Microsoft’s Cloud Services Program since 2014 and had a strong reputation as a Dynamics NAV and Business Central consulting firm. But CSP introduced a new operational reality:

• License changes could happen mid-cycle

• Azure usage billing required constant reconciliation

• Customer expectations for speed and self-service were rising

• Microsoft’s CSP rules and product catalog were changing frequently

Manual billing slowed sales, frustrated customers, and absorbed valuable time from sales, support, and finance teams.

Innovia needed a system that could scale with Microsoft, not break every time Microsoft changed something.

What Innovia Looked for in a CSP Billing Platform

Innovia didn’t want “just another SaaS billing tool.” They were looking for something very specific:

• Fast, simple customer onboarding

• Easy provisioning of products and bundles

• Support for Microsoft’s constantly changing CSP ecosystem

• Full visibility into subscription history and customer behavior

• Simplified Azure usage billing

• No revenue-share pricing model

• No customer data silos

They evaluated several CSP automation tools, but found most were:

• Standalone SaaS platforms

• Poorly aligned to the Dynamics and Business Central ecosystem

• Difficult to extend

• Designed without deep understanding of CSP operational realities

That’s when Innovia chose Work 365.

Why Innovia Chose Work 365

Work 365 stood out because it was built natively on Dynamics 365, aligning perfectly with Innovia’s Microsoft-first strategy. Instead of introducing another disconnected system, Work 365 allowed Innovia to:

• Centralize CSP billing, provisioning, and subscriptions

• Integrate directly with Microsoft Partner Center

• Use a self-service customer portal

• Keep customer, billing, and subscription data in one place

As Innovia’s leadership put it:

“It gets partners to use the same products their customers are buying.”
— Donavan Lane, CEO, Innovia Consulting

Implementation: From Manual Chaos to Automated Scale

Innovia’s Work 365 onboarding took approximately four weeks. During that time, Innovia:

• Migrated customer data from their PSA

• Configured product catalogs and bundles

• Set up billing contracts and invoicing schedules

• Integrated directly with Microsoft Partner Center

One feature quickly became mission-critical: bi-directional synchronization with Partner Center. This ensured:

• License quantities stayed accurate

• Subscription changes were reflected immediately

• Billing errors were dramatically reduced

The result? CSP operations that were effectively “dummy proof,” even as complexity increased.

Work 365 in Action Across Innovia’s Teams

Once live, Work 365 became the operational backbone of Innovia’s CSP business.

Sales

• Close deals faster

• Create customer accounts and billing contracts

• Manage subscriptions without manual handoffs

Customer Service & Support

• Provision licenses automatically

• Track license change history

• Respond faster to customer requests

Finance & Accounting

• Generate accurate invoices

• Reconcile Microsoft invoices without chasing license changes

• Reduce billing disputes

Customers

• Use a self-service portal to manage subscriptions

• View invoice history

• Track Azure usage data in real time

This unified experience fundamentally changed how Innovia operated.

The Results: 300% CSP Growth Without Headcount

The impact of automating CSP billing with Work 365 was immediate and measurable.

Operational Efficiency

• 3.5 FTEs saved each month

• Customer onboarding time reduced from 60 minutes to under 3 minutes

• More than 5,700 hours saved in a single year

Growth Without Hiring

• Over 6,000 licenses added without adding a single sales or support employee

• CSP business projected to grow 300%

Better Customer Experience

• Faster onboarding

• Fewer billing errors

• Immediate visibility into subscription changes

As Innovia’s Chairman summarized:

“We scaled to over 6,000 licenses without adding another support person. Onboarding each new customer took minutes instead of an hour. Because of these efficiencies, our projected CSP growth is 300%.”
— Donavan Lane, Chairman, Innovia Consulting

Why This Story Still Matters for CSPs Today

Innovia’s transformation may have started years ago but the lesson is even more relevant now.

Modern CSPs face:

• More products

• More pricing models

• More usage-based billing

• Higher customer expectations

• Less tolerance for operational inefficiency

The takeaway is clear: You can’t scale AI, services, or Business Central practices on broken billing.

Innovia succeeded because they:

1. Fixed CSP billing first

2. Automated provisioning and invoicing

3. Centralized customer and subscription data

4. Built on Microsoft’s platform instead of around it

That same blueprint still applies.

The Work 365 Advantage for Growing CSPs

Work 365 helped Innovia:

• Eliminate manual CSP operations

• Scale without hiring

• Improve margins

• Deliver a modern, self-service customer experience

• Stay aligned with Microsoft’s evolving CSP ecosystem

For CSPs, MSPs, and Business Central partners looking to grow cloud revenue sustainably, Innovia’s story proves Work 365 is the keystone CSP Billing Automation app.

Want to scale your CSP business like Innovia?

Start by fixing CSP billing first with Work 365.