Microsoft Dynamics 365

What is Microsoft Dynamics 365?

Microsoft Dynamics 365 is a cloud-based software platform that revolutionises traditional CRM (and ERP) to assist businesses optimise and grow by providing contextual insights using artificial intelligence. These insights help improve sales conversion and win rates while keeping customer relationships on track.

Due to its modular approach to licensing Microsoft Dynamics 365 grows with your business by allowing functionality to be turned on when it’s needed.

It features specific integrated apps that enable internal staff full visibility across departments to better service your customers. The apps available from Dynamics 365 include sales, customer service, operations, field service, project service automation, finance, and marketing.

These apps can be configured to handle complex business workflows or be scaled back to deliver a simple solution to businesses looking for a quick start CRM system.

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What modules are available within Microsoft Dynamics 365?

Microsoft Dynamics 365 contains the following apps (or modules): sales, customer service, operations, field service, project service automation, finance, and marketing. These apps can be turned on by purchasing the relevant app license per user (or device).


Using the latest AI technology Microsoft Dynamics 365 for Sales enables your company to gain customer insights to build trust and loyalty. It manages the sales process from lead acquisition to the close of the sale.

It enables your sales team to do their best work from anywhere using any device. The rich dashboards and contextual charts help keep teams and managers up to date with real-time sales data and insights.


Customer Service

With omnichannel capabilities, Microsoft Dynamics 365 Customer Service module is ready to deliver world-class customer service regardless of the channel your customers use to interact.

Support agents have a full 360 degree view of the customer giving them visibility of interactions across all business units enabling consistent and personal engagement every time.

The customer self-service portal not only allows your customers to log, view and update their tickets it also includes knowledge base search functionality and a community space providing peer to peer options. The integrated portal also makes it easy for customers to transition to assisted support if needed.

The out of box role-based interactive dashboards and data visualisations make it easy for your organisation to make informed proactive customer service decisions.


Field Service

Microsoft Dynamics 365 Field Service module offers a full end to end field service solution which includes:

  • Work Order Management
  • Customer Assets
  • Service Locations
  • Predictive Maintenance
  • Preventative Maintenance
  • Resource Management
  • Inventory Management
  • Scheduling and Dispatch
  • Internet of Things (IoT) Integration
  • Contract Management including SLAs

Manage customer data from anywhere using any device, the mobile client offers both online real-time access as well as offline capabilities for those customer sites with little to no mobile reception.

The Field Service module also offers optimised scheduling which is capable of taking geography, availability, truck inventory, customer preferences, SLA and regulatory requirements into consideration.

The customer portal provides a way for customers to see up-coming appointments, open and completed cases, real-time location of field technicians, arrival times and automatic text / phone calls at each step of the process.



Microsoft Dynamics 365 Marketing allows you to coordinate customer journeys based on prospect behaviour and preferences to engage with the right message at the right time via the right marketing channel.

Its multi-channel marketing capabilities include:

  • Email Marketing
  • Web landing pages
  • Event Management
  • Telemarketing
  • SMS
  • LinkedIn integration

Creating content is a breeze via configurable templates, reusable content blocks and design tools. Power Automate (formerly Microsoft Flow) can also be used to streamline content approvals for faster and more efficient campaign launches.

Its integration into Microsoft Dynamics 365 Sales allows data to be unified across leads and contacts. Leads can be tracked and prioritised according to configurable lead scoring models and sales readiness grades.

Does Microsoft Dynamics 365 Integrate into Office 365 apps?

Yes it does, Dynamics 365 works seamlessly with Microsoft Office 365. Productivity is increased by reducing the time spent switching between stand-alone apps by integrating with both online and desktop Microsoft Office versions.

Its seamless user experience also helps accelerate user adoption and lowers training time.

Why Choose CRM Solutions?

CRM Solutions has been working with customers for over 20 years, helping them grow their business by harnessing the power of a CRM system. We partner with you to tailor a scalable Microsoft Dynamics 365 solution which will fit your business needs today and into the future.

CRM Solutions is a long-time partner of Microsoft and we have been implementing Microsoft Dynamics 365 since its beta release in Australia in 2004.


Not sure if Microsoft Dynamics 365 is the right fit for your business?

Contact us today to organise an obligation free Microsoft Dynamics 365 demo.

We’ll tailor the demonstration to your requirements and offer suggestions to solve any complex business requirements.

CRM Solutions offers a full range of Microsoft Dynamics 365 services which include:

  • Microsoft Dynamics 365 Customisation:

    We have local expertise to handle anything from basic GUI changes to complex end to end solutions.

  • Microsoft Dynamics 365 Upgrades:

    Our team has experience upgrading Dynamics 365 from version 3.0 up to the latest version (V9) and everything in between.

  • Microsoft Dynamics 365 Migration:

    The custom inhouse data import tools we have developed enable us to quickly move any customer from on-premise into cloud.

  • Microsoft Dynamics 365 Integration:

    Our core business is integration and we are ready to tackle any challenge. We have the expertise to deliver anything from pre-packaged integration solutions to custom connectors and loaders.

  • Microsoft Dynamics 365 Installation and Configuration:

    Our team is ready to help with installing, configuring or maintaining on-premise versions of Dynamics 365.

  • Microsoft Dynamics 365 Modules

    CRM Solutions has experience delivering sales enterprise, customer service, field service, project management and completely custom solutions within Microsoft Dynamics 365.

Considering Microsoft Dynamics 365 for your Business? Contact Us Today.
We are here to help regardless of what stage you are at with your Microsoft Dynamics 365 implementation.

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