Customer records
Agree account and contact fields, ownership rules and duplicate checks. Configure views that help sellers find their own customers while managers see the appropriate team information.
Biz Apps / Overview
DIGITAL CLOUD / Biz Apps
Microsoft CRM
Connect customer history, sales opportunities and follow-up activity. Evaluate Dynamics 365 around the information your customer-facing teams need.
Plan your solution01
Microsoft CRM
Understanding the solution
Dynamics 365 Sales gives customer-facing teams a shared record of organisations, contacts and open business. Digital Cloud can configure this around your sales process, so a colleague can understand the relationship, the next action and the expected outcome without searching separate spreadsheets.
Dynamics 365 Sales supports account and contact records, opportunities and sales activities. A CRM project defines the stages, required information and follow-up practices that match your sales process. Customer Insights or additional integrations should be evaluated against a specific marketing or customer-information requirement. CRM organizes customer relationships and sales activity around a shared record. Its usefulness depends on consistent sales stages, usable data and a process the team is willing to maintain.
Capabilities and scope
Sales progression
Define how a lead becomes a qualified opportunity, what evidence each stage requires and how estimated value and close dates are maintained. Keep stalled opportunities visible for review.
Activities and connections
Link calls, meetings and tasks to the relevant records. Scope Outlook, Teams or ERP connections separately, including permissions, synchronisation rules and which application owns shared data.
A practical example
A sales manager reviews opportunities without a next activity, assigns follow-up and checks progress at the next team meeting. The pilot tests this using representative customer records.
What your project can deliver
- Customer and opportunity data model
- Role and access matrix for the pilot
- Pipeline views with agreed measures
The final deliverables, licensing and responsibilities are agreed for your environment before implementation.
02
Requirements and considerations
Define fields, stages, roles, reporting and integrations. Clean migration data, test permissions and train a pilot group before extending the process to the wider team.
Microsoft CRM
Project priorities
Customer records
Sales stages
Activity tracking
We begin with a conversation about the task, the people involved and the systems already in place. Together we identify what a useful result would look like and which dependencies need attention first. The agreed proposal sets the delivery boundaries, responsibilities and acceptance criteria.
Your engagement
How Digital Cloud can help
| Project phase | What happens |
|---|---|
| 01Define the design | Translate the requirements into a practical design. Confirm product choices, interfaces, permissions and the responsibilities needed to operate the solution. |
| 02Deliver in stages | Configure or implement the agreed scope, test representative workflows and resolve material issues. Plan user communication and any controlled transition from existing systems. |
| 03Prepare for ongoing operation | Confirm acceptance, document the relevant configuration and prepare the people responsible for daily use. Define maintenance and support arrangements before handover. |
Microsoft CRM
Questions before you start
Does CRM replace the finance system?
Dynamics 365 Sales supports customer relationships and selling. Accounting, stock movements and purchasing belong in an ERP such as Business Central; integration needs explicit mapping and testing.
What determines the cost and schedule?
The starting environment, integrations, user groups and agreed outputs determine the effort. We confirm scope and commercial terms before work begins. Software licenses, infrastructure consumption and ongoing support may be separate items.
What will we receive?
The proposal identifies the deliverables: these may include findings, a prioritized roadmap, a tested configuration, a prototype, documentation or training. We agree what is included and how completion will be assessed.
Can this work with our existing systems?
We review the actual applications, data sources and access requirements before recommending an integration. Dependencies and compatibility limits are recorded so the delivery plan reflects your environment.
What happens after the initial work?
You can use the findings to guide your own team or discuss a follow-on phase. Any maintenance, monitoring or support includes separately agreed service hours, responsibilities and response targets.
Product documentationMicrosoft Learn ↗