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  • CRM · Dynamics 365 Sales & Customer Insights

Pipeline you can trust. Service that scales.

Dynamics 365 CRM with the customer record on Microsoft Azure South Africa. AI agents deployed where the TCO case is proven.
Book the scoping call
Run the 8-minute benchmark

Runs on

Dynamics 365 Sales
Customer Insights
Contact Center
Copilot
crm sales | Braintree

Sales pipeline you can trust

crm service | Braintree

Service no hold music

Forrester TEI, D365 Customer Service, three years
0 %
South African businesses grown
0 +
Microsoft-certified specialists
+
Azure regions in South Africa
  • The wedge no global Microsoft partner can claim

Your CRM data stays in South Africa.

Microsoft Azure runs from data centres 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.
  • The platform you land on

The Microsoft stack you'll run. Five surfaces. One unified record.

Dynamics 365 Sales

Sales Research, Qualification, Close and Development Agents on the seller's pipeline. The record the seller trusts, with the agents that earn their case.

Copilot for Sales inside Outlook and Teams

One record across the whole revenue team

Hosted on the South African Azure regions

Dynamics 365 Customer Insights

Data plus Journeys. One unified record across Sales, Service and Marketing. The customer data platform inside Dynamics 365.

Dynamics 365 Customer Service

Quality Evaluation Agent plus Service Agent inside Microsoft 365 Copilot. The agent drafts the case response, the human approves.

Dynamics 365 Contact Center

Customer Assist Agent. Real-time on the call, surfacing answers from your knowledge base. No hold music.

Microsoft Foundry. Built by Braintree

Custom domain agents where Microsoft does not yet ship a named one. SA-grounded, production, POPIA-aligned.

  • The agent fleet by lifecycle stage

One customer record. Agents deployed where they earn their case.

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.
01 · Prospect

Ranked, not random

The agents
Sales Research and Qualification Agents. Surface account intelligence, recent news and stakeholder context, then hand the seller a ranked queue.
What it changes
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.
02 · Meet
In the inbox
The agents
Microsoft 365 Copilot for Sales, embedded in Outlook and Teams. Reads meeting context, surfaces the CRM record and drafts the follow-up.
What it changes
The seller stays in the inbox. The CRM stays current without app-switching. Meeting prep, follow-up drafting and CRM update, every day.
03 · Close
From the deal record
The agents
Close and Development Agents. Draft the proposal, pricing block and contract redlines from the deal record. The seller reviews and sends.
What it changes
The deal record drives the draft, not a blank page. Pricing and redlines pull from the unified record the whole team sees.
04 · Serve
Human approves
The agents
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.
What it changes
The agent answers, the human approves. Answers surface from your knowledge base in real time. No hold music.
05 · Renew
Coached on signal
The agents
Quality Evaluation Agent scores every closed case against your framework. Service Operations Agent surfaces renewal-risk patterns from the unified record.
What it changes
Service leaders coach on signal, not a 5% audit sample. The renewal conversation is briefed on the full service history before it begins.

Custom agents. Built by Braintree on Microsoft Foundry

Microsoft ships the platform. Braintree ships the operating discipline on top. The landing zone is defined in Bicep and Terraform, not click-configured. Azure Automation runbooks handle the routine work. Custom FinOps and Secure Score dashboards put the estate in front of you. Version-controlled, repeatable, audited.

Built by Braintree

  • How we deploy

Map, Evaluate, Deploy, Build.

Four stages. Business case first. The full TCO modelled. Deployed only where the case proves out.
01

Map

Map sales, service and customer-facing operations where agents carry the strongest TCO case. The candidates surface here, not the catalogue.

02

Evaluate

Full TCO and payback model per shortlisted agent. Presented to management. Sign-off before any deployment.

$ Management sign-off gate

03

Deploy

Microsoft's named CRM agents, deployed only where the business case warrants them. Enabled by role, not by org chart.

04

Build

Custom domain agents on Microsoft Foundry where Microsoft does not yet ship a named one. Same business case discipline.

  • The AI Value Framework is the gate

Braintree doesn't deploy AI agents by default. We deploy them where the TCO case is proven.

  • Two paths. One customer record.

The fork is how you get there, not where you land.

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.

Start fresh on Dynamics 365

Best when you’re on a basic CRM, a spreadsheet stack or no CRM at all.
  • Standard data model and modern process design from day one.
  • Named agents enabled at go-live where the business case proves out.
  • 100+ Microsoft-certified specialists across Sales, Service and Customer Insights.
  • Greenfield moves faster. Timeline set by the scoping call.

Migrate from Salesforce or legacy CRM

Best when you’re on Salesforce, Microsoft Dynamics CRM 2016, 365 on-prem, or another legacy.
  • Salesforce object-to-D365-entity mapping, not lift-and-shift.
  • Data migration with archival of historical Salesforce records to OneLake.
  • One of nine Microsoft Managed Partners in SA, with proven enterprise migration scope.
  • Timeline: typically 6 to 12 months, against the migration map.
  • One customer record. The commercial case.

One Microsoft Partner. One Intelligent Agreement. One unified, secure solution.

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.
Five logos, five renewals.

Before. Five partial records.

  • Five separate vendor relationships and five partial records
  • Monthly admin overhead across five renewal cycles. No single accountability when something breaks
  • POPIA Section 72 cross-border transfer paperwork to carry
One record, one truth.

After. One Intelligent Agreement.

  • One Microsoft Customer Agreement across Sales, Service, Insights, Contact Center and Copilot
  • One quarterly review and one roadmap. One accountability for the agent layer and the data layer
  • POPIA-aligned by default. Data on the South African Azure regions
crm agent | Braintree
Service that scales without scaling headcount. The Forrester composite modelled exactly this.
  • Proof, not promises

315%

Forrester Total Economic Impact on Dynamics 365 Customer Service, over three years. Microsoft-commissioned.
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.

Forrester Wave Leader, Q1 2025

Microsoft named a Leader for CRM. Independent analyst evaluation.

The record stays in SA

Joburg North and Cape Town Azure regions. POPIA-aligned by default.

  • The honest comparison

Salesforce, Microsoft Dynamics 365, and the practical winner.

What matters Salesforce
The record Five clouds, stitched profiles
✓ One record across Sales, Service, Insights, Contact Center
Microsoft 365 fit Manual copy between systems
✓ Copilot for Sales lives inside Outlook and Teams
AI agents Einstein plus Agentforce per cloud
✓ Cross-domain agents on Microsoft Foundry
SA data residency US, EU or APAC instances
✓ Microsoft Azure Joburg plus Cape Town. POPIA-aligned
Licensing Per-cloud SKUs and renewals
✓ One Microsoft Customer Agreement across the estate
Marketplace Deepest AppExchange catalogue A growing but smaller marketplace
5 to 1 in Braintree's favour. Salesforce wins on AppExchange depth. Honest.
  • Talk to a specialist

Three CRM specialists. One direct line. Plus the 8-minute benchmark.

We 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.

DS

Dynamics 365
Sales Lead

Dynamics 365 Sales & pipeline

Microsoft Certified · Dynamics 365 Sales

CC

Customer Service & Contact Center Architect

Service, voice & the agent layer

Microsoft Certified · Dynamics 365 Customer Service

CL

Commercial Lead, One Intelligent Agreement

Licensing & the commercial spine

Microsoft Customer Agreement · CSP
  • 8-minute benchmark

How does your CRM stack compare to the SA enterprise median?

8 questions, mapped against benchmarks from 220+ SA clients. You get a tier and the actions to close the gap.
Run the benchmark
  • How it works

From scoping call to AI-led CRM in three steps.

01

Tell us what you run today

Your Salesforce footprint, Dynamics CRM history, integrations, contact-centre stack and marketing tool. Five to ten minutes on your side.

02

Get the findings

Braintree returns scoped CRM consolidation findings, the D365 apps shortlist and the AI Value Framework opportunity map. Inside five business days.

03

Review with the architect

Review scope, shortlist the D365 apps, choose the fork, discuss the agent candidates and the South African data residency answer. No sales pitch.

Book the 30-minute scoping call
  • FAQ

What CROs ask before they book.

Where does our customer data live if we move to Dynamics 365?
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 shows 315% three-year ROI. 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 three 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 ROI / TCO model per shortlisted agent before any deployment decision. Sales agent ROI usually models against pipeline contribution, lead-to-opportunity rate and seller-hours saved. Service agent ROI 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 ROI 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.
Three answers. Credentials. Braintree is one of three Microsoft Managed Partners in South Africa. 220+ SA clients, 100+ Microsoft-certified professionals, 10+ years on Microsoft Dynamics. Data residency. The only honest answer to “your customer data stays in South Africa” comes from a partner with SA Azure operations. Method. The AI Value Framework gates every agent deployment against ROI, every time. Most CRM partners sell the agent catalogue. Braintree sells the case for each one. Braintree doesn’t deploy AI agents by default. We deploy them where the ROI is proven.
  • From the practice

Insights for CROs and CIOs evaluating Microsoft Dynamics 365 CRM.

crm ins1 1 | Braintree

TCO

Salesforce vs Dynamics 365 in 2026. The real total cost story.

AppExchange depth versus Microsoft 365 native fit. Per-cloud SKUs versus one Microsoft Customer Agreement.
  • In production
crm ins2 | Braintree

From lead to renewal. Why one customer record beats five.

One record

Sales sees engagement. Service sees frustration. Marketing sees nothing. Five systems, one human.
  • In production
crm ins3 | Braintree

Copilot

Copilot for Sales. What enterprise sellers actually use it for.

Microsoft published the Sales Development Agent benchmark. 61,734 outreaches, 15.1% lead-to-opportunity.
  • In production
  • Where this connects

The CRM page sits inside a stack.

AI Jumpstart

The entry point for AI. 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 logo (2022)

Modern Workplace

Where the seller already works. Microsoft 365 Copilot lives in Outlook, Teams and Excel. The licensing and adoption layer that makes Copilot for Sales actually used.

Visit Modern Workplace
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Modernise ERP

The finance record next to the customer record. 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 ERP
  • Get your CRO sleeping better in 90 days

Let's grow.

Book 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.
Book a scoping call
Run the 8-minute benchmark
Specialists in Business Applications, Modern Workplace and Azure.