Dynamics 365 CRMSales and service
on one customer record
Dynamics 365 Sales runs the sales process from lead to opportunity, quote and order, while Dynamics 365 Customer Service handles inquiries and service cases. Both apps share the same customer data (Dataverse), so sales and service see one customer the same way. They work alongside Outlook and Teams and connect to in-house systems such as ERP.
Products
Dynamics 365 Sales
Dynamics 365 Customer ServiceKey capabilities
Leads & opportunities
Business process flows set the stages (qualify, develop, propose, close) and guide the next step.
Source · Microsoft Learn (opens in a new window) · © Microsoft Quotes, orders & invoices
Build quotes from the product catalog and price lists, then carry them through to orders and invoices.
Source · Microsoft Learn (opens in a new window) · © Microsoft Activities & collaboration
Emails, meetings and calls are logged on the customer record and used right inside Outlook and Teams.
Source · Microsoft Learn (opens in a new window) · © Microsoft Forecasts & dashboards
Track pipeline and forecasts by team and organization.
Source · Microsoft Learn (opens in a new window) · © Microsoft Cases & SLAs
Inquiries become cases, are routed to the right agent and tracked against service-level agreements.
Source · Microsoft Learn (opens in a new window) · © Microsoft Knowledge articles
Proven answers are kept as knowledge articles that agents and customers both use.
Source · Microsoft Learn (opens in a new window) · © Microsoft
What Qualisoft does
- 01Designing sales and service processes, permissions and approval flows that fit the organization
- 02Moving on-premises CRM (CRM 2011, 2016 and others) to Dynamics 365 in the cloud
- 03Integration with SAP, ERP, POS and groupware
- 04Operations and continuous improvement after go-live
Customers
A selection of the customers we have worked with.
Related stories
Customer Insights
One Swiss headquarters system, run across Asia-Pacific and IMEA
- Challenge
- Multi-country support for an HQ CRM
- Result
- Support grew from Korea to APAC and IMEA
Dynamics 365 CRM
Sales and field service in one CRM, with machine data from headquarters in Japan
- Challenge
- Sales and field service CRM linked to HQ
- Result
- Machine status from HQ by serial number
Dynamics 365 CRM
Scattered customer data on one screen, shared mailboxes handled in the CRM
- Challenge
- Unify scattered customer data and shared mail
- Result
- One customer view, mail assigned and tracked
Dynamics 365 CRM
Pharma sales visits, plans and results in one CRM
- Challenge
- A CRM built for pharma sales
- Result
- Mobile visit logs, ERP sales by account
Dynamics 365 CRM
From selecting scholars to payments and mentoring, the foundation’s work in one CRM
- Challenge
- One system for scholarship programmes
- Result
- Web applications go straight to CRM; hall booking portal
Frequently asked questions
What can a Dynamics 365 CRM implementation do?
Dynamics 365 Sales runs the sales process from lead to opportunity, quote and order, while Dynamics 365 Customer Service handles inquiries and service cases. Both apps share the same customer data (Dataverse), so sales and service see one customer the same way. They work alongside Outlook and Teams and connect to in-house systems such as ERP.
What does Qualisoft do in a Dynamics 365 CRM implementation?
Qualisoft takes on the following parts of a Dynamics 365 CRM implementation.
- Designing sales and service processes, permissions and approval flows that fit the organization
- Moving on-premises CRM (CRM 2011, 2016 and others) to Dynamics 365 in the cloud
- Integration with SAP, ERP, POS and groupware
- Operations and continuous improvement after go-live
Are there Dynamics 365 CRM implementation case studies?
Yes. 20 customers have implemented Dynamics 365 CRM with Qualisoft.
The case studies below describe how each project was carried out.
How does a Dynamics 365 CRM implementation run?
It runs in four stages: Assessment, Design & build, Go-live, Operations.
- Assessment — We review how you work today and decide what to change.
- Design & build — We design screens and data around your work and connect your existing systems.
- Go-live — We move your data, train your users, then go live.
- Operations — After launch, we answer questions and add what you need.