Dynamics 365 CRM with the customer record on Microsoft Azure South Africa. AI agents deployed where the TCO case is proven.
Dynamics 365 Sales
Customer Insights
Contact Center
Copilot
Sales · pipeline you can trust
Service · no hold music
Microsoft Azure runs from datacentres in Joburg North and Cape Town. POPIA enforcement turned proactive in 2026, with the first direct-marketing fine landing at R100,000. Salesforce production data lives on US, EU or APAC instances. A global Microsoft partner cannot truthfully say your customer record stays in South Africa. Braintree can.
Sales Research, Qualification, Close and Development Agents on the seller's pipeline. The record the seller trusts, with the agents that earn their case.
Data plus Journeys. One unified record across Sales, Service and Marketing. The customer data platform inside Dynamics 365.
Quality Evaluation Agent plus Service Agent inside Microsoft 365 Copilot. The agent drafts the case response, the human approves.
Customer Assist Agent. Real-time on the call, surfacing answers from your knowledge base. No hold music.
Custom domain agents where Microsoft does not yet ship a named one. SA-grounded, production, POPIA-aligned.
Microsoft's 2026 narrative on CRM is human-led, agent-operated. The named agents below ship inside Dynamics 365 today. Braintree deploys the ones whose TCO case proves out through the AI Value Framework. The agent the seller sees, and the work it runs underneath.
Sales Research and Qualification Agents. Surface account intelligence, recent news and stakeholder context, then hand the seller a ranked queue.
The seller walks into the meeting briefed and works the top of the list. Microsoft ran this on its own pipeline: 61,734 outreaches, 15.1% lead-to-opportunity, January to November 2025.
Microsoft 365 Copilot for Sales, embedded in Outlook and Teams. Reads meeting context, surfaces the CRM record and drafts the follow-up.
The seller stays in the inbox. The CRM stays current without app-switching. Meeting prep, follow-up drafting and CRM update, every day.
Close and Development Agents. Draft the proposal, pricing block and contract redlines from the deal record. The seller reviews and sends.
The deal record drives the draft, not a blank page. Pricing and redlines pull from the unified record the whole team sees.
Service Agent drafts case responses in Outlook and Teams from the customer record. Customer Assist Agent sits beside the human on the call in real time.
The agent answers, the human approves. Answers surface from your knowledge base in real time. No hold music.
Quality Evaluation Agent scores every closed case against your framework. Service Operations Agent surfaces renewal-risk patterns from the unified record.
Service leaders coach on signal, not a 5% audit sample. The renewal conversation is briefed on the full service history before it begins.
Custom domain agents enter through the AI Value Framework, built on Microsoft Foundry, Copilot Studio and Power Automate. Same business case discipline as the named agents. SA-grounded. Production. POPIA-aligned.
Four stages. Business case first. The full TCO modelled. Deployed only where the case proves out.
Map sales, service and customer-facing operations where agents carry the strongest TCO case. The candidates surface here, not the catalogue.
Full TCO and payback model per shortlisted agent. Presented to management. Sign-off before any deployment.
Management sign-off gateMicrosoft's named CRM agents, deployed only where the business case warrants them. Enabled by role, not by org chart.
Custom domain agents on Microsoft Foundry where Microsoft does not yet ship a named one. Same business case discipline.
Braintree doesn't deploy AI agents by default. We deploy them where the TCO case is proven.
Greenfield CRM customers and Salesforce migrations move differently. Both arrive at Dynamics 365. Both run the AI Value Framework. Greenfield moves faster. Migration carries existing process and data debt.
Best when you're on a basic CRM, a spreadsheet stack or no CRM at all.
Best when you're on Salesforce, Microsoft Dynamics CRM 2016, 365 on-prem, or another legacy.
Multi-cloud CRM stacks today carry five vendor relationships, five renewal cycles and five partial records of the same customer. Braintree replaces every one of those with a single agreement and a single customer record. The supporting commercial spine is the One Intelligent Agreement. The primary benefit is what it produces: one record, one truth, one conversation with the customer.
Microsoft was named a Leader in the Forrester Wave for CRM, Q1 2025. An independent analyst evaluation, not vendor marketing. The customer record sits on Microsoft Azure South Africa, POPIA-aligned by default. A global Microsoft partner cannot say that. Braintree can.
Dynamics 365 with BraintreeWe match you to the right specialist when you book the scoping call. Names land in your calendar invite, not on a page you scrolled past.
8 questions, mapped against benchmarks from 220+ SA clients. You get a tier and the actions to close the gap.
Your Salesforce footprint, Dynamics CRM history, integrations, contact-centre stack and marketing tool. Five to ten minutes on your side.
Braintree returns scoped CRM consolidation findings, the D365 apps shortlist and the AI Value Framework opportunity map. Inside five business days.
Review scope, shortlist the D365 apps, choose the fork, discuss the agent candidates and the South African data residency answer. No sales pitch.
On Microsoft Azure South Africa North in Joburg (with three Availability Zones) or Microsoft Azure South Africa West in Cape Town. POPIA-aligned by default. The Information Regulator's 2026/27 priorities shifted from reactive complaints to proactive industry sweeps. The first direct-marketing fine of R100,000 was issued to FT Rams Consulting. The maximum penalty is R10 million or 10 years. A global Microsoft partner cannot truthfully say your customer data stays in South Africa. Braintree can.
On AI agent depth, the named agents share the same customer record across Sales, Service, Customer Insights and Contact Center. On Microsoft 365 integration, Copilot for Sales is native inside Outlook and Teams. On TCO, the Microsoft Customer Agreement covers every workload on one renewal. Salesforce wins on AppExchange depth and on category mindshare. Microsoft was named a Leader in the Forrester Wave for CRM, Q1 2025. The Forrester TEI on Dynamics 365 Customer Service returns 315% over three years. Both are independent benchmarks.
Step 02 Map is where the Salesforce object-to-D365 entity map gets built. Sales Cloud accounts map to Dynamics 365 Sales accounts. Service Cloud cases map to Dynamics 365 Customer Service cases. Marketing Cloud journeys map to Customer Insights Journeys. Active records migrate. Historical records archive to OneLake for compliance retention. Integrations rebuild on Power Automate or Microsoft Foundry. Typical migration runs 6 to 12 months. Braintree is one of nine Microsoft Managed Partners in SA, with proven enterprise CRM migration experience.
It lives inside Outlook and Teams. The seller stays in the inbox. Copilot for Sales reads the meeting context, surfaces the Dynamics 365 Sales record for the customer, drafts the follow-up email and updates the CRM. The seller stops switching apps. The CRM stays current. In enterprise pilots, three behaviours show up consistently: meeting prep, follow-up drafting and CRM update. Other capabilities exist. Most enterprise sellers do not use them daily. Honest assessment.
Stage 02 Evaluate produces a 3-year TCO and payback model per shortlisted agent before any deployment decision. A sales agent case usually models against pipeline contribution, lead-to-opportunity rate and seller-hours saved. A service agent case models against case resolution time, deflection rate and CSAT. Microsoft published its own Sales Development Agent benchmark across 61,734 outreaches with a 15.1% lead-to-opportunity rate, January to November 2025. We model your environment, not Microsoft's. Braintree doesn't deploy AI agents by default. We deploy them where the TCO case is proven.
Customer Insights, Data is the customer data platform inside Dynamics 365. It unifies records from sales, service, marketing, finance and external sources into a single profile. A separate CDP makes sense when the data sources are heavily non-Microsoft and the activation channels are heavily non-Microsoft. For an enterprise consolidating onto Dynamics 365 with Microsoft 365 Copilot and Microsoft Foundry, Customer Insights is the default answer. The unified record matters more than the CDP brand on the box.
Dynamics 365 Customer Service handles cases, knowledge management and digital channels (email, chat, social). Dynamics 365 Contact Center adds real-time voice, the Customer Assist Agent, the Quality Assurance Agent and the Service Operations Agent on top. The two products share the same customer record. The split exists because contact-centre licensing and capacity planning is fundamentally different from case management. Most enterprise buyers start on Customer Service and add Contact Center when the voice channel matures.
The 30-day, business-case-led AI deployment programme. Most CRM buyers piloting their first agents start here. Same AI Value Framework, smaller scope.
Visit AI Jumpstart
Microsoft 365 Copilot lives in Outlook, Teams and Excel. The licensing and adoption layer that makes Copilot for Sales actually used.
Visit Modern Workplace
The customer record on the CRM side, the order and finance record on the ERP side. Both on Dynamics 365 means one shared truth.
Visit Modernise ERPBook the 30-minute scoping call. We assess your stack, map the agents that pay back, and tell you whether Dynamics 365 is the right move. No pitch deck. On one agreement, with one customer record.
