CRM & Customer Engagement
Sales, service and field work, connected to your finance data.
The customer side of Dynamics 365, set up so sales, service and field teams work from the same records finance does.
Overview
What it's for
The customer engagement apps track everything that happens before and after an invoice: leads and opportunities, service cases, field work orders and marketing outreach.
Where we add value is the connection. When CRM and ERP share customers, products and pricing, your sales team quotes what finance can bill, and service sees what the customer actually bought.
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Sales
Leads, opportunities, quotes and forecasts in one pipeline.
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Customer Service
Cases, queues, service agreements and a knowledge base.
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Field Service
Work orders, scheduling, technicians and parts used on site.
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Marketing
Segments, campaigns and customer journeys built from the same records.
Signs
Signs you've outgrown your current system
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Your pipeline lives in a spreadsheet or in someone's inbox.
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Sales quotes prices that finance later has to correct.
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Service cannot see orders, contracts or open invoices.
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Field crews work from paper or a separate app that never syncs.
Our work
What we set up
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Configuration
Sales stages, case routing, service agreements and security roles shaped around your teams.
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Data migration
Accounts, contacts, open opportunities and service history, de-duplicated before they arrive.
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Integrations
Two-way connection to Business Central or Finance & Operations for customers, items, pricing and orders.
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Reporting
Pipeline, win-rate, service level and technician utilization views your managers will use.
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Training
Short, role-based sessions for sellers, agents, dispatchers and technicians.
AI
AI features worth turning on
Meeting preparation
Copilot pulls together recent activity on an account so sellers walk in prepared.
Drafted replies
Suggested email and case responses built from the record, edited and sent by your people.
Case summaries
Long case histories condensed so the next agent can pick up without rereading everything.
Industries that use it
Talk to us about CRM & Customer Engagement.
We will look at what you run today and tell you what moving would involve.