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 implement and support it for organisations across Asia-Pacific.
Sales · Customer Insights · Customer Service · Trung tâm liên lạc · Dịch vụ tại hiện trường
Connect Sales, Service and Customer Data in Dynamics 365
Dynamics 365 connects winning customers with keeping them. Sales teams manage opportunities and customer journeys. Service teams work from the same history. They 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
Customer 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
Connect Dynamics 365 CRM 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 and Power Platform
Tích hợp email, cuộc họp và hoạt động bán hàng
Power BI reporting
Power Automate and Power Apps workflows
Dynamics 365 Finance and Operations and third-party integrations
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 agents built by 9 Dots
Malaysia
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. 9 Dots Consulting connected Dynamics 365 Customer Service and Field Service. We then integrated both with Finance and Operations. 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 Operations Integration
The Challenge
Improve coordination between customer service and field operations
Thay thế các quy trình quản lý dịch vụ bị ngắt kết nối
Hỗ trợ sự phát triển dịch vụ và các mục tiêu chuyển đổi rộng hơn.
What We Delivered
Dịch vụ khách hàng D365
Quản lý tập trung các trường hợp khách hàng và tương tác dịch vụ.
Consistent processes for tracking and resolving cases
Dịch vụ hiện trường D365
Lập lịch và điều phối kỹ thuật viên tự động
Cung cấp dịch vụ kết nối tại địa điểm của khách hàng
Tài chính và hoạt động được kết nối
Service activities connected to financial operations
Related operational and financial processes supported
The outcome
Better coordination of cases, technicians and business teams
Clearer visibility across service activity
More efficient customer and field operations
A stronger base for continued digital development
Dynamics 365 CRM Delivery Across Asia-Pacific
Solution design, migration, localisation, regional rollout and ongoing support for the complete CRM lifecycle from 11 locations.
Sự công nhận của đối tác Microsoft
Đối tác được quản lý · Nhà cung cấp giải pháp đám mây cấp 1 · Đối tác xanh ECIF
Địa điểm khu vực Châu Á Thái Bình Dương
Thành viên nhóm
Years of Experience
Các dự án đã hoàn thành
Singapore • Malaysia • Thailand • Indonesia • Vietnam • Hong Kong • Taiwan • China • India • Japan • South Korea
Frequently Asked Questions
Is Dynamics 365 CRM the same as Customer Engagement (CE)?
Yes. Microsoft's 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 describe the same family of Sales, Customer Insights, Customer Service, Contact Centre and Field Service.
Is Dynamics 365 CRM a single product?
No. Dynamics 365 CRM is a group of applications. It includes Sales, Customer Insights, Customer Service, Contact Centre and Field Service. They connect as one platform, and you can start with the one that fits your needs.
Which Dynamics 365 CRM application should we start with?
Start with the application that solves your most urgent problem. Choose Sales for pipeline and forecasting. Choose Customer Service for case handling. Choose Field Service for technician scheduling. Add more applications later.
Can Dynamics 365 CRM connect to our ERP?
Yes. Dynamics 365 CRM connects with Finance and Operations. For Canon Medical Malaysia, we connected Customer Service and Field Service to Finance and Operations. Business Central also integrates with Dynamics 365 Sales.
Can you help us replace or upgrade our current CRM?
Yes. Tell us about your current systems, processes and expected scope. We will help identify the next step, even if your requirements are still being defined.
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. We offer PRIME AI agents built by 9 Dots for specific tasks. Confirm availability and licensing before deployment.
Do you support the system after go-live?
Yes. Our Managed Services and Support cover user support, updates, enhancements and monitoring.
Plan Your CRM Implementation
Fill in the form or email us about your current systems, sales and service processes and expected scope. We respond within one business day and will help you identify the next step, even if your requirements are still being defined.