Your customer, on a single screen.
We implement Dynamics 365 so that sales and service work on the same customer information, with Copilot built into the workflow.
Dynamics 365 Sales
Dynamics 365 Customer Service
Dynamics 365 Customer InsightsDo you recognize any of these situations?
These are the situations we see most often when a project starts. If any sounds familiar, let's talk.
Let's talkTwo versions of the truth
Sales and service see different data for the same customer.
Shadow spreadsheets
Sales follow-up lives in Excel and emails.
Blind SLAs
You do not know which cases are about to breach until they do.
After-sales without history
Whoever handles the case cannot see what was sold or what was promised.
Microsoft technology, chosen for your process.
Dynamics 365 Sales
Opportunity, pipeline and forecast management.
When it fits: When the sales process needs traceability and predictability.
Details at Microsoft ↗
Dynamics 365 Customer Service
Cases, SLAs, knowledge base and self-service portal.
When it fits: When after-sales service handles a high volume of cases.
Details at Microsoft ↗
Dynamics 365 Customer Insights
Unified customer data and marketing journeys.
When it fits: When you need to segment and personalize at scale.
Details at Microsoft ↗
Dynamics 365 Field Service
Field service planning and execution.
When it fits: When you have technicians or crews in the field.
Details at Microsoft ↗
Microsoft 365 Copilot
Copilot in Sales and Customer Service: summaries, drafts and next best action.
When it fits: When you want sellers and agents to save time without leaving the CRM.
Details at Microsoft ↗- Partner of the Year 2019 · Microsoft Dynamics 365 for Sales
- Partner of the Year 2020 · Proactive Customer Service
Product icons and names are Microsoft trademarks and are used only to identify the products we implement.
Success by Design, in waves.
Microsoft's implementation framework for Dynamics 365, delivered in short waves: the first goes live with the most urgent process and the next ones extend what is already in use.
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We understand your business and define what goes live first.
Success by Design · Solution Blueprint Review beginsWhat we do
- Requirements gathering and validation with process owners.
- Mapping of current processes, data and systems.
- Wave definition: what goes live first and what comes next.
- Prioritization of AI use cases and assessment of data and governance.
What you get
- High-level solution approach.
- Wave plan with scope and success criteria.
- Risks identified from the start.
AIAI in this phase
Automated analysis of environments and the entity-relationship model, and prioritization of AI use cases.
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We design the complete solution before building.
Success by Design · Solution Blueprint ReviewWhat we do
- Definition of every workstream and the detailed plan.
- Architecture: data model, security, integrations and ALM.
- Scope of each agent and human oversight points.
- Responsible AI review: privacy, transparency and accountability.
What you get
- Solution Blueprint: the complete solution design.
- Updated project plan.
- Testing and data migration strategies.
AIAI in this phase
Design and business rule drafts generated with AI and reviewed by our architects.
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We build in sprints, with demos and technical reviews along the way.
Success by Design · Implementation ReviewsWhat we do
- Configuration and development in sprints, with a demo at the end of each one.
- Integrations and data migration.
- Implementation Reviews: data, security, integration, ALM and testing.
- Agent prototyping and evaluation: accuracy, coverage, safety and latency.
What you get
- Tested functional increments every sprint.
- Findings and recommendations from each review.
- Agents evaluated with real scenarios.
AIAI in this phase
AI-assisted customizations and automated testing.
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We prepare the people and the go-live.
Success by Design · Go-live Readiness ReviewWhat we do
- User acceptance testing (UAT) and user training.
- Cutover plan with go/no-go criteria and go-live rehearsals.
- Support model and deployment runbook.
- Agent validation with representative production data and monitoring in place.
What you get
- Trained users and approved UAT.
- Cutover plan and deployment runbook.
- Go-live with reinforced support (hypercare).
AIAI in this phase
Real usage measured from the start to guide adoption.
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We stabilize, measure and prepare the next wave.
Success by Design · Stabilization and transition to supportWhat we do
- Post-go-live stabilization.
- Application management services (AMS).
- Continuous agent monitoring: response quality, usage and drift.
- Next wave: improvements and new use cases.
What you get
- AMS support with agreed service levels.
- Periodic agent evaluations and platform updates.
- Solution evolution roadmap.
AIAI in this phase
Agents in production with continuous monitoring and periodic evaluations.
Shall we talk about your case?
Tell us what you have in mind and we will discuss your scenario, no strings attached.