Microsoft Dynamics 365 CRM
Dynamics 365 for sales, service and customer information, built from the few Microsoft applications your process genuinely needs. If the honest answer is to fix the CRM you already own, we will say so.
CRM should make the next conversation easier, not just record the last one.
Overview
Dynamics 365 CRM is the customer-facing side of Microsoft's business platform, covering sales, customer service and customer engagement on Microsoft Dataverse.
Dynamics 365 Sales
Pipeline, relationships, forecasting and sales activity.
Customer Service
Cases, queues, SLAs, knowledge and service operations.
Customer Insights
Unified customer data and responsive journeys.
Microsoft Dataverse + Power Platform
One underlying data platform connecting CRM, workflow, automation and reporting.
Sound familiar?
It is that the useful part lives in inboxes, spreadsheets and people's heads, so nobody can see the whole picture at once.
Everything is at 80 per cent and nothing closes when it said it would.
Good customers get chased. The rest go quiet and nobody notices for a month.
Whoever picks up the call has no idea what was promised last time.
Because the useful context is sitting in somebody's inbox.
It is live, it is paid for, and the real work happens in a spreadsheet.
How it works
CRM explained through the customer journey, not through a feature catalogue.
Marketing journeys nurture interest with timely, relevant communication, and every response lands on the same customer record sales will see later. Nobody starts the conversation cold.
Leads are scored and routed against agreed criteria, so the team works the opportunities most likely to move, and the rest are nurtured rather than dropped.
Every conversation, next step and decision maker lives on the opportunity, so the forecast reflects what is actually happening rather than what people hope is happening.
Requests route to the right team with the full customer history attached, so service sees what sales promised and the customer never has to explain it twice.
Interactions from sales, service, marketing and finance unify into one profile, so retention and growth decisions are based on the whole relationship, not one department's view of it.
Where the standard applications stop, Power Platform carries the process on: approvals, bespoke apps and automation built on the same data, governed the same way.
Benefits
The value comes from making ownership, action and customer context easier to see.
Bring organisations, contacts, opportunities, cases and interactions closer together.
CRM overviewGive sellers and leadership a consistent view of opportunity progress.
Dynamics 365 SalesUse work lists, sequences and process to make next actions clearer.
Copilot for SalesCreate a more structured view of projected revenue and pipeline.
Predictive intelligenceIndustries
Choose an industry to see the customer journey CRM needs to support, what it is worth when it holds together, and what we bring to it.
Manufacturing example
Enquiry
Specify
Quote
Order
Deliver
Service
Quotes are built from spreadsheets and rep memory while engineering changes the spec, so the customer hears three versions of price and lead time before the order lands.
What it is worth
With InteliSense as partner
The forecast
Most forecasting problems are definition problems. Agree these four steps and the pipeline starts telling the truth on its own.
Step 1
Someone showed interest. Nothing has been tested. It does not belong in a forecast.
Step 2
A genuine problem, someone who cares about it, and a reason to act this year.
Step 3
Recent contact, a named owner and an agreed next step with a date on it.
Step 4
You know the value, the timing and how the customer actually approves things.
Built-in intelligence
The useful part is not having AI in CRM. It is spending less time reconstructing what happened before you speak to the customer again.
Copilot can summarise the key information on a lead, opportunity or account, so a seller understands the position without reading the whole record.
What this gives you
Swipe, drag or use the arrow keys to move between decisions.
Service teams can also ask questions against approved knowledge and case information rather than searching in several places.
These are examples inside CRM. Where the requirement moves into wider automation, prediction, agents or data across several systems, that becomes a broader Data and AI decision. Explore Data and AI
Customer experience
The strongest evidence of how we work comes from the organisations we work with.
80%
of our business comes from existing customers and referrals.
The best I’ve ever experienced in over 20 years of collaboration.
Programme Manager, Hill & Smith Plc
A few questions
Not an automated approval. It gives an honest direction, including when improving the CRM you already have would serve you better than a new one, and it carries your answers through so nothing gets retyped.
Question 1 of 8
0 of 8 answered
Before you call
A conversation, not a demo
Tell us what is going wrong: the forecast, follow-up, service, or a CRM nobody uses. We will tell you what would actually help first, and what can wait.
