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Dynamics 365 · Sales · Customer Service

Implementing Dynamics 365
for Sales and Customer Service

How we unified sales and customer service on Dynamics 365 for a manufacturer running on disconnected systems - lifting sales productivity by 25%.

ClientConfidential (NDA)
IndustryManufacturing
Core stackDynamics 365 Sales, Dynamics 365 Customer Service, ERP Integration
EngagementDynamics 365 implementation
The challenge

The client's sales and customer service teams worked across several disconnected systems, causing inefficiencies, data silos, and inconsistent customer experiences. They needed a single platform spanning sales, customer service, and marketing.

Our solution
→ Sales configuration: Set up account and contact management, opportunity management, and sales forecasting.
→ Customer service configuration: Configured case, incident, and entitlement management.
→ Marketing automation: Enabled lead management and campaign management alongside marketing automation.
→ ERP integration: Integrated Dynamics 365 with the client's existing ERP, plus custom workflows, reports, and dashboards to match their processes.
Results achieved
25%
Increase in sales productivity from better account, contact, and opportunity management
20%
Increase in customer satisfaction from faster, multi-channel support
15%
Increase in revenue from improved sales and customer service

*Due to the terms of our Non-Disclosure Agreement (NDA), the client's identity and website URL remain confidential.

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Technologies used
Dynamics 365 Sales Dynamics 365 Customer Service ERP Integration
Key metrics
Sales productivity25%
Customer satisfaction20%
Revenue increase15%
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