MICROSOFT BUSINESS SOLUTIONS 07 / 10

Dynamics 365 CRM Solutions.

Connect customer information, sales activities, opportunities and business processes through structured Microsoft Dynamics 365 CRM solutions designed around how your teams work.

Customer Management Sales Processes Dataverse Workflow Automation

Discuss Your CRM Project

CUSTOMERS Centralized Customer Data

SALES Structured Sales Processes

AUTOMATION Connected Workflows

MICROSOFT Power Platform Integration

OVERVIEW

Turn customer activity into a structured business process.

Customer relationships become harder to manage when leads, opportunities, conversations and follow-ups are spread across spreadsheets, emails and individual employee records.

Microsoft Dynamics 365 can provide a structured environment for managing customer and sales-related information while connecting relevant processes with the wider Microsoft ecosystem.

Incodiv Tech helps businesses configure and customize Dynamics 365 CRM-oriented solutions according to their sales processes, customer lifecycle, data structure and operational requirements.

Depending on the licensed Dynamics 365 applications and project scope, solutions can include customer records, leads, opportunities, activities, automation, dashboards and integrations with Power Platform and Microsoft 365.

CRM CAPABILITIES

Configure CRM around your customer journey.

Account & Contact Management

Organize customer organizations, contacts and relevant relationship information within a structured CRM environment.

Lead Management

Capture and organize potential customer opportunities according to the business sales process.

Opportunity Management

Track qualified opportunities, stages, estimated values and relevant sales activities.

Sales Process Configuration

Configure CRM processes around the stages and information your sales team actually needs.

Activities & Follow-Ups

Organize relevant calls, meetings, tasks and customer-related activities within CRM processes.

Forms & Views

Configure forms and views so teams can access the information relevant to their responsibilities.

Dataverse Customization

Extend the underlying data model with appropriate tables, columns and relationships where required.

Workflow Automation

Use Power Automate and supported platform capabilities to reduce repetitive CRM activities.

Dashboards & Reporting

Organize relevant CRM information into operational views, dashboards and reporting scenarios.

Security Roles

Configure CRM access according to appropriate user, team and business requirements.

CRM Data Migration

Plan migration of relevant customer and sales data from existing spreadsheets or business systems.

Business Integrations

Connect CRM with appropriate Microsoft services, APIs and external business systems.

BUSINESS CHALLENGES

When customer information is everywhere except one place.

Spreadsheet-Based CRM

Customer and sales information is maintained across multiple spreadsheets and individual files.

Email-Driven Follow-Ups

Important sales conversations and follow-ups depend heavily on individual inboxes and manual reminders.

Limited Pipeline Visibility

Management cannot easily understand which opportunities are active and where they stand.

Duplicate Customer Records

Teams maintain separate copies of the same customer information across different systems.

Missed Follow-Ups

Manual processes make it harder to consistently track activities and next actions.

Disconnected Business Systems

Customer data may exist separately from applications, workflows and reporting tools.

CUSTOMER INFORMATION

Bring customer context into one structured view.

A CRM should help teams understand the relationship around a customer rather than simply store contact details.

Depending on the solution scope, relevant accounts, contacts, opportunities, activities and other business records can be connected within the CRM.

CUSTOMER ACCOUNT Customer 360° View Connected CRM Information

CONTACTS People

PIPELINE Opportunities

ACTIVITY Interactions

ACTIONS Follow-Ups

SALES PIPELINE

Create a clear path from lead to opportunity.

CAPTURE

Lead

Record potential customer interest and relevant initial information.

REVIEW

Qualify

Assess the lead according to the organization's defined qualification process.

DEVELOP

Opportunity

Manage the qualified opportunity and relevant sales information.

OUTCOME

Close

Record the outcome and maintain relevant customer relationship information.

PROCESS CONFIGURATION

Adapt CRM to your sales process.

Your CRM should reflect the information and stages that matter to your organization.

We can configure appropriate forms, views, fields, stages and related business logic according to the required Dynamics 365 solution.

Custom Fields Capture information relevant to your customer and sales processes.

Forms & Views Present appropriate information to different CRM users.

Process Stages Structure relevant steps around your defined business process.

Business Logic Configure supported rules and workflow behavior around CRM information.

CRM EVENT Lead / Opportunity Updated

Evaluate

Automate

Notify

RESULT Structured Follow-Up

CRM AUTOMATION

Reduce repetitive CRM administration.

Dynamics 365 can work with Power Automate and other supported Microsoft capabilities to automate appropriate activities around CRM records.

Automation scenarios can include notifications, task creation, approval processes, record updates, integrations and other workflow actions depending on the business requirement.

Explore Power Automate Solutions

DATAVERSE FOUNDATION

Extend CRM with connected business data.

MICROSOFT Dataverse

CRM DATA Accounts

CRM DATA Contacts

SALES Leads

SALES Opportunities

EXTENSION Custom Tables

STRUCTURE Relationships

Explore Dataverse Solutions

MICROSOFT ECOSYSTEM

Connect CRM with the tools your teams use.

APPLICATIONS

Power Apps

Extend business scenarios with additional Power Apps where appropriate.

AUTOMATION

Power Automate

Create workflows around relevant CRM records and business events.

COLLABORATION

Microsoft Teams

Support relevant collaboration scenarios within the Microsoft ecosystem.

COMMUNICATION

Outlook

Connect appropriate customer communication scenarios according to the configured solution.

ANALYTICS

Power BI

Build reporting scenarios using relevant CRM and business data.

INTEGRATION

APIs & External Systems

Integrate supported third-party applications according to technical requirements.

BUSINESS USE CASES

CRM solutions for real business processes.

Lead Tracking

Capture and organize incoming leads with relevant ownership and sales information.

Sales Pipeline

Track qualified opportunities through defined stages of the sales process.

B2B Account Management

Maintain organizations, contacts and relevant customer relationship information.

Follow-Up Management

Organize customer activities and next actions within a structured CRM process.

Sales Visibility

Provide relevant pipeline and activity information for sales and management teams.

Process Automation

Automate selected CRM tasks, notifications and information handoffs.

Customer Data Management

Replace scattered customer records with a more structured data model.

CRM Reporting

Use relevant customer and sales data for operational reporting and analysis.

CRM DATA MIGRATION

Move customer data into a structured CRM environment.

CRM implementation often begins with customer data already stored in Excel, legacy software, SQL databases or another CRM platform.

We review source information, identify the required target structure and plan the migration according to the project scope.

Excel

SQL

Legacy CRM

Other Systems

MAP CLEAN MIGRATE

TARGET Dynamics 365 CRM

IMPLEMENTATION PROCESS

From customer process to working CRM solution.

01 DISCOVER

Understand Your Process

Review customer lifecycle, sales process, teams, existing systems and business requirements.

02 DESIGN

Plan CRM Structure

Define relevant data, stages, forms, views, permissions and workflow requirements.

03 CONFIGURE

Build the Solution

Configure and customize the Dynamics 365 environment according to the agreed scope.

04 CONNECT

Integrate Workflows

Connect relevant Power Platform, Microsoft 365 and external system requirements.

05 VALIDATE

Test Business Scenarios

Validate CRM processes, data behavior, access and automation against expected scenarios.

06 ADOPT

Support User Adoption

Provide relevant guidance and improvement support as teams begin working with the solution.

MICROSOFT TECHNOLOGY

CRM connected to the Microsoft ecosystem.

Dynamics 365 Microsoft Dataverse Power Apps Power Automate Power BI Microsoft Teams Microsoft 365 Outlook SharePoint Online REST APIs Microsoft Entra ID Power Platform

WHY INCODIV TECH

CRM built around business operations.

Process-First Approach

We begin with your customer and sales process rather than simply adding CRM fields.

Microsoft Ecosystem Experience

Dynamics solutions can be considered together with Dataverse, Power Apps, Power Automate and Microsoft 365.

Practical Customization

We focus customization on actual business needs rather than unnecessary platform complexity.

Connected Automation

Relevant workflows can be incorporated into the wider CRM solution where appropriate.

Structured Data Design

We consider the underlying Dataverse model and how CRM information relates across the solution.

Ongoing Improvement

CRM can evolve as customer processes, reporting requirements and integrations change.

RELATED SERVICES

Extend your Microsoft business solution.

FREQUENTLY ASKED QUESTIONS

Dynamics 365 CRM questions.

What is Microsoft Dynamics 365 CRM?

Dynamics 365 includes Microsoft business applications that can support customer, sales and related business processes. The exact CRM functionality available depends on the Dynamics 365 applications and licenses used by the organization.

Can Dynamics 365 be customized for our sales process?

Yes. Depending on the application and requirements, Dynamics 365 solutions can be configured with relevant fields, forms, views, business processes, Dataverse extensions and automation.

Can Dynamics 365 integrate with Power Automate?

Yes. Power Automate can be used in many Dynamics 365 and Dataverse scenarios to automate notifications, record updates, approvals and other supported workflows.

Can Dynamics 365 work with Power Apps?

Dynamics 365 and Power Apps both use Microsoft Power Platform technologies in relevant scenarios. Additional Power Apps can be designed around Dataverse and connected business requirements, subject to licensing and solution architecture.

Can our Excel customer data be migrated?

Customer data from Excel and other systems can often be prepared and migrated. The approach depends on data quality, volume, structure, relationships and the target Dynamics 365 configuration.

Can Dynamics 365 integrate with external systems?

Yes. Integration options may include Microsoft connectors, Power Automate, Dataverse APIs and other supported methods. The appropriate approach depends on the external system and technical requirements.

Do we need Dynamics 365 licenses for every user?

Licensing depends on the Dynamics 365 applications, user roles, access scenarios and features required. Current Microsoft licensing terms should be reviewed for the specific implementation before deployment.

Can you improve an existing Dynamics 365 CRM?

Yes. Existing environments can be reviewed for process improvements, data structure, forms, views, automation, integrations and other agreed CRM requirements.

READY TO STRUCTURE YOUR CUSTOMER PROCESSES?

Build a CRM around how your business sells.

Tell us how your team currently manages customers, leads, opportunities and follow-ups. We can help assess and design a Dynamics 365 CRM solution around your business requirements.