CRM & Operations on Dynamics 365

One customer record across sales, service and operations.

Dynamics 365 configured around how your teams work, integrated with finance and Microsoft 365, and adopted by the people who use it every day.

Start a conversation Explore by sector
  • Dynamics 365 Sales
  • Customer Service
  • Field Service
Illustration of a CRM sales pipeline with leads, qualified opportunities and won deals Dynamics 365 CRM One record, every team LeadQualifiedWon 360° customerSales and service Live pipelineIn Power BI Illustration of a CRM sales pipeline with leads, qualified opportunities and won deals Dynamics 365 CRM One record, every team LeadQualifiedWon

Across sectors

Dynamics 365, shaped to your sector.

Choose a sector to see what this looks like day to day.

Public sector

One view of every resident interaction

Contact centre, casework and complaints on Dynamics 365, with a self-service portal for residents.

  • Contact centre and casework
  • Service requests and complaints
  • Resident portal on Power Pages

Higher education

Recruitment and admissions CRM

Enquiries, events, applicant journeys and admissions decisions managed in one place, with live recruitment reporting.

  • Enquiry and event management
  • Applicant journeys
  • Admissions decisions

Real estate

Applicants, properties and tenancies in one record

Dynamics 365 tracks every applicant, viewing, offer and tenancy, with maintenance and complaints alongside.

  • Applicant and viewing management
  • Offers and tenancy tracking
  • Maintenance and complaints

Utilities

Field Service and customer service together

Work orders, scheduling and mobile apps for engineers, alongside every customer contact.

  • Work orders and scheduling
  • Engineer mobile app
  • Customer contact history

What we deliver

What we deliver on Dynamics 365

Choose what you need. A short discovery confirms the scope, the plan and the cost.

  • Sales

    Leads, opportunities and forecasting that sales teams actually use.

  • Customer Service

    Case routing, SLAs and knowledge for consistent service.

  • Field Service

    Scheduling, work orders and mobile for engineers.

  • Integrations

    Finance, Microsoft 365, websites and marketing tools.

  • Data migration

    Clean, de-duplicated data moved in safely.

  • Health checks

    Reviews and fixes for existing implementations.

In practice

Sales to service hand-off

A typical example of the change we make. Every engagement is shaped around your process.

Before

  • Deals closed in spreadsheets
  • Service learns about customers late
  • Duplicate records in three systems
  • Forecasts rebuilt every month

After

  • Opportunities tracked in Dynamics 365
  • Automatic hand-off to onboarding
  • One record shared across teams
  • Live pipeline and forecast in Power BI

Everyone sees the same customer, and nothing falls between teams.

Example engagement

Connected CRM on Dynamics 365

Representative engagement · Microsoft solutions

The challenge
Sales, service and account data spread across disconnected tools, leading to duplicated effort and broken hand-offs.
What we delivered
Dynamics 365 configured around the client's processes, integrated with finance and Microsoft 365, with training and managed support.
The outcome
One customer record, clearer pipeline visibility and consistent hand-offs between teams.

Microsoft Solutions CRM & Operations on Dynamics 365 All case studies

Is this right for you?

Who it is for, and where our scope ends.

Plain answers before you get in touch, so you know what to expect and what to bring.

Who it is for

  • Sales, service or operations teams moving onto Dynamics 365, or replacing spreadsheets and a legacy CRM
  • Organisations with a Dynamics 365 rollout that is under-used, slow to change or poorly adopted
  • Teams that need a single customer record shared across departments

Where our scope normally ends

  • Microsoft licence purchasing, which stays with you or your licensing partner
  • Marketing automation or campaign content, unless agreed
  • Supporting heavily customised third-party add-ons that we did not build, unless assessed first

What we plan for in every project

Integration
Dynamics 365 is connected to finance, Microsoft 365, your website and other systems, so data is not re-keyed.
Security and data
Security roles, field-level access and environment controls are designed around who should see what, with a controlled release path to production.
Accessibility
Custom screens and portals are designed with WCAG 2.2 in mind; standard Dynamics interfaces follow Microsoft's accessibility support.
Maintenance and support
Training, documentation and a health-check approach keep the system adopted and up to date. Support can be agreed after go-live.

What we need to scope it

  1. Which teams will use Dynamics 365 and for which processes
  2. Your current CRM, spreadsheets or system and the data to migrate
  3. Integrations required, such as finance or your website
  4. Licensing already in place
  5. Timescale, key users and the person who will own the system

Not everything has to be ready. Send what you have and we will help with the rest. Start a conversation

Further reading: Five signs your Dynamics 365 rollout needs a health check

Questions

What clients usually ask.

Something else on your mind? Ask us directly

Technologies we use

  • Dynamics 365 Sales
  • Customer Service
  • Field Service
  • Dataverse
  • Power Automate
  • Power BI
Can you rescue our existing Dynamics 365?

Yes. We start with a health check, then simplify and improve in priority order.

How long does an implementation take?

A focused first release often takes a few months; we phase larger programmes.

Do you provide support after go-live?

Yes, through an agreed managed service, or a full handover to your team.

Related

What should your CRM do better?

Tell us where customers or deals fall through the gaps. We will show you a better way.

Start a conversation info@devdex.co.uk