Microsoft Dynamics 365 Customer Engagement

MICROSOFT DYNAMICS 365 CUSTOMER ENGAGEMENT

One Unified Platform. Five Essential Business Functions. Complete Operational Transparency.

Benefits

TURN YOUR SCATTERED CUSTOMER DATA INTO CUSTOMER INTELLIGENCE THAT MOVES THE NEEDLE.

TRUTH? They’re only as effective as the insights they have. With that in mind, how effective are they really?
Your team is doing the best they can, with a system that’s holding them back.
By the time you spot the risk, the damage is done. Imagine knowing exactly where the cracks are and how to close them before they hit your numbers.
It’s about control. And right now, you don’t have it. Dynamics 365 CE solves that.

THE RISK: By the time you detect a dip in customer satisfaction or a lost deal, the damage is already done. Without unified, intelligent data, your teams are forced to react rather than lead.

THE FIX: Microsoft Dynamics 365 CE brings all customer touchpoints into one clear view – helping your business make smarter, faster decisions. With AI-driven insights, real-time data, and predictive analytics, you’ll close cracks before they become chasms.

THE OUTCOME: Empowered teams. Happier customers. Measurable business results.

DANGEROUS MYTH: YOUR TEAM “ALREADY KNOWS” YOUR CUSTOMERS.

Dynamics 365 CE puts every customer interaction into one transparent platform, instantly accessible across sales, marketing, and customer service.

Spot opportunities early to close more deals before your competitors even notice them.

Turn customer data into early warnings so you can prevent service failures

Speed up sales cycles for faster wins, fewer bottlenecks, and more revenue in the door.

Respond immediately to customer’s needs, direct impact on customer satisfaction.

Deliver correctly, get the job done right the first time and in time, delivery success.

Your competitors are already making better customer decisions.

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SEAMLESS INTEGRATION:
With CE integrated directly into your familiar Microsoft stack (e.g. Outlook, Teams, Power BI, etc.), adoption is immediate with no extensive training required.

Still wondering whether Dynamics 365 CE is a safe bet? Follow the data: almost every company on the Fortune 500 list runs some part of their business on Dynamics 365 or elements thereof.

If your goal is to scale, sell, compete, and serve your customers at the highest level, you’re in proven company. These brands did their research. They chose CE.

JOIN THE ELITE - 97% OF FORTUNE 500 COMPANIES CHOOSE DYNAMICS 365.

SALES

Your pipeline isn’t the problem. Your visibility is.

South African sales teams are under constant pressure. You’re chasing targets in tough markets, navigating compliance, and trying to sell, ALL while drowning in admin.

Fix the issues slowing your growth, draining your resources, and exposing you to risk.

Imagine having full sales visibility across a disconnected market

Consolidate: sales data, pipelines, contacts, and activities across teams, branches, and platforms.

Why it matters to you:

When data is scattered, leadership flies blind. D365 CE Sales makes every opportunity and obstacle visible to you in real time, before it affects your revenue.

What if you could improve your forecasting in an unpredictable economy

Use AI to analyse pipelines, track trends, and build reliable forecasts.

Why it matters to you: Market volatility is a constant. Accurate forecasting helps you set the right targets, plan your cash flow, and avoid surprises.

Stop chasing paper, Start getting faster deal cycles

Automate quotes, proposals, and approvals in Outlook, Teams, and Office.

Why it matters to you: Delays kill deals. Every manual handoff or email chain is a risk.

You need to build stronger customer relationships

Track and monitor every interaction, meeting, note, and follow-up across the buyer journey.

Why it matters to you:

South African buyers value connection. Dropping the ball once can cost you the whole deal. With D365 Sales, reps don’t need to remember, because it’s all in the solution.

Myth: sales and marketing will never align

Connect lead generation, scoring, and conversion in one view shared across teams.

Why it matters to you: Marketing works hard to get leads. Sales needs to convert them. D365 CE Sales brings those functions together, so no one works in the dark.

Do you know your POPIA and governance by heart?

Centralise customer data securely with role-based access, audit trails, and built-in safeguards.

Why it matters to you: It takes one POPIA violation. Clean, traceable, and legally defensible customer data protects your brand and your board.

How you can control costs through automation

Eliminate repetitive admin with workflows, templates, and AI-driven suggestions, reducing busywork and churn.

Why it matters to you: Scaling headcount is expensive. When you automating the busywork, your existing team becomes more productive.

CUSTOMER SERVICE

Every unanswered query is a customer you’ve already lost.

Your clients expect fast answers, clean records, and accountability. But your customer-facing teams are exhausted. Rising expectations and tight margins dictate.

Stop putting out fires and start solving problems.

Create one view of Create one view of every customer. No gaps. No guesswork. customer. No gaps. No guesswork.

Combine your customer history, service interactions, case files, and customer preferences in one place. Why it matters to you: Agents cannot deliver great service if they are hunting for context. D365 CE gives them the full picture from the first ring—reducing call time, escalations, and attrition.

Use smart routing to assign problems to the relevant people on your team

AI categorises and routes cases to the most appropriate agent or department. Why it matters to you: First-contact resolution is cheaper and more effective. Poor routing frustrates clients and burns out staff.

Service teams that learn instead of reacting

Track issue trends, escalations, and resolutions to surface service insights. Why it matters to you: Without pattern recognition, teams stay reactive. D365 CE helps you solve systemic issues and close tickets.

Self-service that works

Empower customers with portals, knowledge bases, and chatbots, customised to your business. Why it matters to you: Repetitive queries drain your agents and frustrate your customers. D365 CE gives users the tools to solve their own problems quickly.

Service that speaks every language (including WhatsApp)

Connect with customers on the platforms they already use, i.e., email, live chat, and WhatsApp. Why it matters to you: In South Africa, WhatsApp is where business happens. D365 CE integrates it directly, without workarounds, or disconnect.

Compliance you can prove, down to the timestamp

Tracks customer interactions, agent actions, SLAs, and data access in auditable detail. Why it matters to you: From POPIA to industry regulations, compliance is not optional. D365 CE gives you the paper trail that keeps penalties (and lawsuits) off your desk.

Faster onboarding, better retention

Give new hires access to templated workflows, internal FAQs, and contextual case notes. Why it matters to you: Training new service agents takes time, and turnover is high. D365 CE gets new hires productive quickly, so you lose less institutional knowledge when someone leaves.

FIELD SERVICES

One failed job = one lost client. Multiply that. When schedules fall apart, parts go missing, or the techie arrives with the wrong information, your business pays in wasted fuel and cancelled SLAs. Give your team what spreadsheets and guesswork won’t: real-time visibility, smart scheduling, and the ability to deliver.

What if you had smart scheduling that curtails the chaos at the source?

Automatically assign the relevant technician to the job based on their location, availability, and skill. Why it matters to you: Manual scheduling creates overlaps, gaps, and wasted trips. CE helps your team run tighter routes and hit every SLA.

Ready to give your team and customers that “first-time fix” confidence?

Give technicians full asset history, job details, and parts info before they arrive. Why it matters to you: Avoidable second visits cost you time, fuel, and client trust. D365 CE gives your team everything they need to get it right the first time.

You could have real-time job tracking for ops and clients

Provide live status updates, techie locations, and job progress in a central spot. Why it matters to you: You cannot manage what you cannot see. CE gives operations teams full control and keeps clients informed.

Offline access when connectivity fails

Keep technician workflows running when the signal drops, then, sync data once reconnected. Why it matters to you: Field teams in remote areas cannot afford downtime. CE keeps them moving, even when they’re off the grid.

Built-in preventative maintenance scheduling

Automatically generate recurring jobs based on service agreements or equipment thresholds. Why it matters to you: Don’t wait for something to break. CE turns your business into a proactive service partner.

Integrated inventory and parts tracking

Connect field ops to your inventory system, so techs have everything they need at the touch of a button. Why it matters: Missed parts oft result in missed SLAs. CE prevents the delays by ensuring that every job is efficiently stocked.

Proof of delivery, built into the solution

Capture signatures, photos, and checklists on-site. It also stores everything in the job record automatically. Why it matters to you: Clients want proof, especially in South Africa. Dynamics 365 CE Field Services protects your team with a digital paper trail you do not have to chase down.

PROJECT OPERATIONS

The project imploded before D-day. You just didn’t know it. Cracks become cavities when you fumble the finer details, i.e. miscalculated costs, poor resource planning, and outdated status reports. Misaligned financials, timelines, and delivery teams = risky projects. Track scope, cost, capacity, and delivery in one place.

POV: You control delivery, finance, and sales from one platform

Connect project plans, resource scheduling, time tracking, billing, and forecasting. Why it matters to you: When systems are disconnected, mistakes compound. D365 CE keeps everyone aligned from kick-off to cash collection.

Project costing that holds up in the boardroom

Track project budgets, actuals, margins, and revenue in real time. Why it matters to you: If you wait until month-end to see profitability or loss, you’re too late. With CE, you have visibility as and when things unfold.

Resource planning that avoids burnout and bottlenecks

Match the right people to the project based on expertise, ability, and schedule. Why it matters to you: Overcommitted teams miss deadlines. Underutilised talent drains profitability. CE helps you balance both.

Quote to invoice, without dropping the ball

Link your CRM, quoting, project delivery, time entry, and invoicing workflows. Why it matters to you: Every handover between departments is a chance for something to go wrong. CE keeps the entire lifecycle connected and accountable.

Real-time project health dashboards

Surface key metrics (including budget burn, milestone progress, and resource utilisation) on live dashboards. Why it matters to you: Visibility turns confusion into action. CE helps you spot delays and overspend early enough to take effective action.

Integrated time and expense tracking

Team members can log time and costs directly from Teams, mobile, or browser. Why it matters to you: Manual submissions delay billing. Inaccurate logs kill your margin. CE makes sure you bill with precision and get paid faster.

Built-in forecasting and revenue recognition

Use real-time inputs to project revenue, delivery timelines, and cash flow. Why it matters to you: Assumptions in forecasting kills boardroom confidence in your ability. CE provides leadership with numbers they can trust and act upon.

CUSTOMER INSIGHTS

You lost your customer six touchpoints ago, but your CRM system never picked it up. If your data is scattered, your team is guessing. Marketing targets the wrong segment. Sales chase dead leads. Meanwhile, your competitors offer a seamless, coherent customer experience, and your clients are noticing. Collect your customer data in one intelligent profile, so your business can finally act with clarity and precision.

Unified profiles that show the whole customer

Consolidate purchase history, behaviour, preferences, and interactions from multiple sources into one customer view. Why it matters to you: If different teams use different data, your business will become disjointed. CE helps you respond with context and close with confidence.

Real-time segmentation and targeting

Build dynamic customer segments based on behaviour, lifecycle, or demographics. Why it matters to you: Spray-and-pray campaigns are a waste of money and time. Proper targeting drives engagement and measurable results.

AI-driven recommendations and insights in a modern world

Leverage machine learning to surface next-best actions, dodge risk, and purchase predictions. Why it matters to you: In a market where customers have options, your timing must be perfect. With CE, you act before they leave, or when they are ready to buy.

Connected Journeys Across Every Touchpoint

Map and manage experiences across email, web, mobile, call centres, and in-store. Why it matters to you: Customers do not care which team is responsible. They want consistent service excellence. Give the people what they want with D365 CE, start to finish.

No-code personalisation for campaigns

Enable your marketing teams to personalise offers, messaging, and timing without waiting for input from IT. Why it matters to you: Agility matters. CE puts the power in marketers’ hands, so good ideas are not slowed down by dev queues

Real-time data ingestion and enrichment

Pull live data from your systems (POS, CRM, ERP, surveys, etc.) to keep profiles accurate and current. Why it matters to you: Decisions based on stale data send customers running to the competition. CE keeps you operating on facts.

Built-in governance and POPIA-ready controls

Get role-based access, consent tracking, and audit trails to manage customer data securely. Why it matters to you: One data mishandling incident can cost you your business. With CE, you stay within the confines of the law. In the process, you earn and keep your customers’ trust.

WHEN TOP TECHNOLOGY MEETS THE RIGHT PARTNER, THINGS JUST “CLICK”.

GUARANTEE:
Transparent processes, clear communication, and measurable outcomes with no unexpected complications.

PROVEN RESULTS

“Eduvos simplifies student enrolment experience from 90 days to instant with Microsoft and Dynamics 365”

Eduvos

“You do not always know what you will end up doing – but choose a good partner to do it with. Braintree is a partner that helps us advance our ability to be better at our business while supporting us with the key issues that matter .”
Dr. Riaan Steenberg, Executive Director, Eduvos

Eduvos

“Eduvos simplifies student enrolment experience from 90 days to instant with Microsoft and Dynamics 365”

Eduvos

Key Benefits

Accelerate deal closures significantly
Dramatically improve service quality
Efficiently streamline field operations
Address and resolve supply chain visibility issues
Enhance team collaboration and alignment

DELAY IS COSTLY—ACT NOW TO OPTIMISE YOUR CRM CAPABILITIES.