Microsoft Dynamics 365 CRM and Customer Engagement
Dynamics 365 CRM brings sales, customer data, service cases, contact centre and field operations into one connected customer engagement platform. Every team works from the same customer record.
We are a Microsoft Dynamics 365 (D365) implementation partner. We set up Dynamics 365 CRM around your sales and service processes.
Sales · Customer Insights · Customer Service · Contact Centre · Field Service
Connect Sales, Service and Customer Data in Dynamics 365
Sales teams manage opportunities and customer journeys. Service teams resolve cases, handle contact centre interactions and support customers on site.
Việc bán hàng
Qualify leads, manage opportunities and forecast revenue with one shared pipeline.
Quản lý cơ hội và đánh giá năng lực khách hàng tiềm năng
Lịch sử tài khoản, liên hệ và hoạt động
Theo dõi tiến độ dự án và dự báo doanh thu
Quotes, orders and performance dashboards
Thông tin chi tiết về khách hàng
Unify customer data and coordinate relevant engagement across channels.
Unified customer profiles and audience segments
Real-time, trigger-based customer journeys
Quản lý sự đồng ý và sở thích
Phân tích hành trình và mức độ tương tác
Service and Contact Centre
Receive, route and resolve customer issues across voice and digital channels.
Case intake, routing, queues and prioritisation
Thoại, tin nhắn SMS, web, di động, email và các kênh mạng xã hội
Knowledge articles, guided resolution and self-service
Service-level agreements, escalation and real-time monitoring
Dịch vụ tại hiện trường
Plan and deliver work at customer sites with connected technicians, assets and history.
Work orders, scheduling and dispatch
Mobile access for technicians
Lịch sử tài sản và dịch vụ của khách hàng
Inspections, preventive maintenance and parts usage
Dynamics 365 CRM Works with Microsoft 365, Power Platform and AI
Dynamics 365 CRM works with the tools your teams already use. Dynamics 365 stays the system of record for customer data.
Microsoft 365, Power Platform and Other Systems
Tích hợp email, cuộc họp và hoạt động bán hàng
Power BI reporting
Power Automate and Power Apps workflows
Integration with Dynamics 365 Finance and Supply Chain Management and third-party systems
Copilot and AI Agents
Copilot in Dynamics 365 Sales and Customer Service
Sales Qualification Agent and Case Management Agent
Custom agents in Copilot Studio
PRIME AI Agents from 9 Dots Consulting
Malaysia · Healthcare and Life Sciences
Kết nối bộ phận Dịch vụ Khách hàng và bộ phận Vận hành Hiện trường tại Canon Medical Malaysia
Canon Medical Malaysia needed customer cases and field work to run as one process. We connected Dynamics 365 Customer Service and Field Service. We then integrated both with Finance and Supply Chain Management. Customer interactions, service cases and technician activity now work in one coordinated environment.
Customer Service • Field Service • Case Management • Technician Scheduling • Service Tracking • Finance and Supply Chain Management Integration
Improve coordination between customer service and field operations
Thay thế các quy trình quản lý dịch vụ bị ngắt kết nối
Dynamics 365 Customer Service
Quản lý tập trung các trường hợp khách hàng và tương tác dịch vụ.
Consistent processes for tracking and resolving cases
Dynamics 365 Field Service
Lập lịch và điều phối kỹ thuật viên tự động
Cung cấp dịch vụ kết nối tại địa điểm của khách hàng
Quản lý Tài chính và Chuỗi cung ứng
Service activities connected to financial operations
Better coordination of cases, technicians and business teams
Clearer visibility across service activity
Questions About Dynamics 365 CRM
Is Dynamics 365 CRM the same as Customer Engagement (CE)?
Yes. Microsoft documentation calls the customer-facing Dynamics 365 applications customer engagement apps, often shortened to CE. Many people still say CRM and Microsoft uses that term on its own website. Both terms describe the same family of applications.
Is Dynamics 365 CRM a single product?
No. Dynamics 365 CRM is a group of applications. Dynamics 365 CRM includes Sales, Customer Insights, Customer Service, Contact Centre and Field Service. The applications connect as one platform, so you can start with the one that fits your needs. 9 Dots Consulting implements and supports Dynamics 365 CRM.
Which Dynamics 365 CRM application should we start with?
Start with the application that solves your most urgent problem. Choose Dynamics 365 Sales for pipeline and forecasting. Choose Dynamics 365 Customer Insights for unified customer profiles and journeys. Choose Dynamics 365 Customer Service for case handling. Choose Dynamics 365 Field Service for technician scheduling. 9 Dots Consulting recommends a starting point after a consultation, and you can add more applications later.
Can Dynamics 365 CRM connect to our ERP?
Yes. Dynamics 365 CRM connects with Dynamics 365 Finance and Supply Chain Management. 9 Dots Consulting connected Customer Service and Field Service to Finance and Supply Chain Management for Canon Medical Malaysia. Business Central also integrates with Dynamics 365 Sales.
Can you replace or upgrade our current CRM with Dynamics 365?
Yes. 9 Dots Consulting reviews your current CRM, migrates your customer and sales data and moves your teams to Dynamics 365 CRM.
Does Dynamics 365 CRM include AI?
Yes. Microsoft supports Dynamics 365 Sales and Customer Service with Copilot and AI agents. Examples are the Sales Qualification Agent and the Case Management Agent. You can also build custom agents in Copilot Studio. 9 Dots Consulting builds PRIME AI Agents for specific tasks. We confirm availability and licensing before deployment.
Do you support Dynamics 365 CRM after go-live?
Yes. The Application Management Services team at 9 Dots Consulting supports Dynamics 365 CRM after go-live. Our team covers user support, updates, enhancements and monitoring.
Plan Your CRM Implementation
Tell us about your sales and service processes and your current systems. We reply within one business day.