Dynamics 365 Customer Engagement
Sales, Service, and Field — wired into how you actually sell.
Generic CE rollouts get used twice and abandoned. Ours are configured to mirror the way your reps, CSRs, and field techs already work — then layered with AI where the data finally justifies it.
Sales
Median lead → close go-live
6–10 wk
Customer Service
Including knowledge + SLAs + queues
8–10 wk
Field Service
Dispatch board + mobile app + inventory
10–14 wk
What we cover
Three apps. One coherent deployment.
Sales
Lead-to-cash configured for your motion. Pipeline stages that match what reps actually do, forecasting that the CRO can defend, and Outlook + Teams integration that doesn’t fight back.
- Lead, opportunity, account, contact
- Forecasting & quotas
- Outlook + Teams sync
- Power BI sales analytics
Customer Service
Cases, queues, SLAs, and a knowledge base that people actually maintain. Omnichannel for live chat, voice, and email — with a triage copilot bundled in.
- Case routing & queues
- SLA + entitlement management
- Knowledge base + similar-case search
- Omnichannel (chat / voice / email)
Field Service
Dispatch board configured for your real geography. Mobile app that works on cellular dead zones. Inventory and warranty tracking that ties back to BC.
- Dispatch optimization
- Mobile app (offline-tolerant)
- Inventory & warranty
- Customer-facing portal
The pieces that come up every time
Power Platform, Portals, and the integration plumbing.
Power Pages portals
Customer self-serve sites built on the same Dataverse, secured via Azure B2C or Entra External ID.
Omnichannel + voice
Live chat, SMS, and Azure Communication Services voice — all routed through the same case model.
Mobile-first field app
Offline tolerance, photo capture, electronic signature, and barcode scanning on iOS + Android.
Telephony integration
CTI screen-pop and click-to-dial against Teams Phone, RingCentral, or Five9.
Adoption, not just deployment
We measure success by week-12 active users — not the cutover ceremony.
Every CE engagement includes targeted enablement: role-based 30-minute videos, a written quick-start for each app, and a 2-week post go-live floor-walking program where we co-handle the first wave of real cases with your team.
See adoption case studiesWeek 12 active-user rate
Median across last 6 CE engagements
93%
Reduction in case-handle time
After triage copilot deployment
38%
First-time-right field jobs
After dispatch + mobile rollout
+22%
Ready to make CE actually get used?
Send us your sales motion, your case volumes, and any in-flight Power Platform mess. We’ll come back with a fixed-fee shape and a week-by-week plan.