Famous hospitality brand adopts Dynamics 365 to leverage business growth

Who are Bounce?

Bounce Ping Pong is an exciting hospitality brand, delivering social venues for entertaining experiences. Bounce was founded in 2012 by Adam Breeden, a successful entrepreneur and former tennis table player. Since its London launch, Bounce has become an attractive concept amongst the hospitality industry and has opened two more venues in London and Chicago, US, with plans for further expansion. The idea of Bounce came from the desire to deliver a unique social experience to customers with influences taken from popular table tennis social venues in the US which has innovated the UK hospitality market.


Sport & Leisure



Technology Solutions

Microsoft Office 365

Dynamics 365


20 – 50 Employees

Credits to Bounce Ping Pong

Business Needs & Challenges

Bounce approached Cloud9 looking to improve their sales and marketing efforts by implementing a new Dynamics 365 (CRM) system. Their previous system was used to record account and contact information and organise their events. However, staff were outgrowing the system and they realised they needed a more robust CRM platform to fulfil their needs as the business grew.

Challenges overview

  • Unmanageable– Disjointed and inaccurate way of managing key customer data
  • Inaccessible– Lack of flexibility when updating customer records in real-time
  • Inefficient– too much time spent gathering and updating contact and account information

When approaching Cloud9, Bounce were close to opening their second venue therefore, the setup of CRM had to fit will with both locations. Thanks to the cloud based set-up and easy to configure security unit structure, the Bounce group could accommodate both locations from one solution.

Dynamics was chosen by the decision makers due to the flexibility of the configuration to accommodate their brand and creating workflows to meet their business requirements. From a management perspective, Dynamics encouraged line managers to quickly report and gain useful insights into their staff performances, allowing them to schedule appraisals, monitor the progress of targets and empower the relationship between the sales and marketing teams to improve productivity.


Business Objectives Realised
  • Transparent– single view of each new & existing customer
  • Holistic- One common data-set for quick reporting and insights using dashboards & charts
  • Integrated- Activity tracking and follow up task management with Outlook integration
  • Scalable- Flexible & scalable user license subscription model
  • Manageable- Activity tracking and follow up task management

The business process Cloud9 implemented proved to be beneficial for the company’s online customer booking procedures. Each user has a real-time view of their data and can now find the information they need concerning customer records and accounts within their personalised Dynamics dashboard, minimising time spent on such administrative tasks. Plus, the team now use collaborative apps such as Skype for Business, OneDrive integration and the document sharing capabilities offered in the Microsoft Suite such as SharePoint.

Working with Bounce has been a genuine pleasure for Cloud9- learning about their incredible business and the friendly, passionate people behind its success. Like many of our clients, Bounce enjoy the benefits of a Cloud9 Support contract to support the maturity of their system and the skills for using Dynamics 365. We look forward to a long-term relationship with Bounce, supporting the development of their CRM and wish them every success for the future!

The Cloud9 support team have always jumped straight on requests and issues to ensure the smooth running of our operations. Their patience, promptness and excellent execution allows us to carry on with our day and rest easy, knowing our system runs without fault.

Jack Turner

Head of Events