DYNAMICS 365 CRM AND CUSTOMER ENGAGEMENT
Microsoft Dynamics 365 brings sales, customer data, service cases and field operations into one connected customer engagement environment. Give commercial and service teams a shared view of accounts, contacts, interactions and activities while managing the complete relationship from initial interest to ongoing support.
Sales · Customer Insights · Customer Service · Field Service
Manage Customer Relationships from First Contact to Ongoing Service
Dynamics 365 connects the work involved in acquiring customers with the processes required to retain and support them. Commercial teams can manage opportunities and customer journeys, while service teams work with the same customer history when responding to cases or delivering support in the field.
Revenue and Relationship Growth
Manage how prospects are identified, qualified, engaged and converted, with shared customer information supporting sales activity and personalised communication.
Lead qualification and opportunity management
Account, contact and activity history
Pipeline tracking and revenue forecasting
Customer segments and personalised journeys
Email, meeting and sales activity integration
Performance dashboards and relationship insights
Customer and Field Service
Coordinate how customer issues are received, resolved and followed through, whether support is delivered remotely, through a service centre or by technicians working on site.
Case intake, routing and service queues
Knowledge management and guided resolution
Service-level agreements and escalation
Work orders and technician scheduling
Service assets, inspections and maintenance
Mobile access for field personnel
Dynamics 365 Applications Across the Customer Lifecycle
Start with the application that addresses the immediate requirement, then connect additional capabilities through the shared Dynamics 365 and Microsoft Power Platform environment.
Dynamics 365
Sales
Manage leads, accounts, opportunities and commercial activity through a structured sales process with shared pipeline visibility.
Lead qualification and opportunity management
Account and contact management
Sales activities and meeting preparation
Pipeline management and forecasting
Product, quote and order processes
Sales performance reporting
Dynamics 365
Customer Insights
Bring customer data and journey orchestration together to create audience segments and coordinate relevant engagement across channels.
Unified customer profiles
Audience segmentation
Real-time customer journeys
Trigger-based communication
Consent and preference management
Journey and engagement analytics
Dynamics 365
Customer Service
Manage cases, communication and service knowledge through a consistent support environment for agents and service teams.
Case creation, routing and prioritisation
Queues and workload management
Knowledge articles and guided support
Service-level agreements
Omnichannel service interactions
Service performance monitoring
Dynamics 365
Field Service
Plan and deliver work at customer locations with connected work orders, scheduling, technicians, service history and asset information.
Work-order management
Resource scheduling and dispatch
Technician mobile access
Customer asset and service history
Inspections and preventive maintenance
Parts usage and service completion
Connecting Customer Service and Field Operations at Canon Medical Malaysia
Canon Medical Malaysia worked with 9 Dots Consulting to connect customer case management with field-service delivery through Microsoft Dynamics 365. Customer Service and Field Service were integrated with Finance and Operations, allowing customer interactions, service cases, technician activities and related business processes to work within one coordinated environment.
Customer Service · Field Service · Case Management · Technician Scheduling · Service Tracking · Finance and Operations Integration
D365 Customer Service
Centralised customer cases and service interactions
Consistent processes for case tracking and resolution
Improved visibility across customer-service activity
D365 Field Service
Automated technician scheduling and dispatch
Improved coordination of field-service resources
Connected service delivery at customer locations
Connected Finance and Operations
Connected service activities with financial operations
Improved coordination between service and business teams
Supported related operational and financial processes
Business Requirement
Improve customer-service and field-operation coordination
Replace disconnected service-management processes
Support service growth and wider transformation objectives
Our Work
Centralised case management through Customer Service
Automated technician scheduling through Field Service
Connected service processes with Finance and Operations
Introduced AI-enabled insights for service planning
Outcome
Better coordination of customer cases and technicians
Improved visibility across service activities
More efficient customer and field-service operations
Stronger foundation for continued digital development
Regional Delivery Across Asia-Pacific
From process design and data migration to regional rollout, integration and ongoing application management, we support the complete Dynamics 365 customer engagement lifecycle.
CRM Implementation
Requirements analysis, process design, application configuration, data migration, testing, training and deployment.
Regional Rollout
Core-template alignment, country-specific processes, language requirements, data governance and phased deployment across markets.
Integration and Extensions
Connect customer engagement applications with Dynamics 365 ERP, Microsoft 365, Power Platform, portals and third-party systems.
Managed Services
Application administration, release management, issue resolution, user support and ongoing process optimisation after go-live.
Microsoft Partner Recognition
Microsoft Managed Partner · Tier-1 Cloud Solution Provider · ECIF Green Partner
APAC Locations
Countries Served
Team Members
Projects Delivered
Discuss Your Customer Engagement Requirements
Whether you are implementing a new CRM platform, replacing a legacy system, improving sales and service processes or connecting customer engagement with finance and operations, our team can help you assess the requirements and define a practical way forward. You can also speak with us if you are still determining which Dynamics 365 applications your organisation needs.