Microsoft Dynamics CRM system implementation
Strategic step which raises your business to a whole new level
Microsoft Dynamics 365 CRM implementing is a comprehensive project that includes business process analysis, solution design, system configuration, and optimization of customer relationship management processes. Whether you represent a mid-sized or large enterprise, operate in the B2B or B2C sector, manufacture products or deliver services, managing customer relationships is a fundamental part of your business.
Microsoft Dynamics 365 Customer Engagement is designed to meet the needs of modern organizations. It is a suite of intelligent cloud applications that enables businesses to automate the entire customer engagement lifecycle – from the first interaction and sales opportunities to ongoing customer service and support. The solution helps organizations deliver consistent, personalized customer experiences, strengthen customer loyalty, and achieve sustainable, predictable business growth.
Microsoft Dynamics 365 Customer Engagement consists of four intelligent cloud applications:
- Microsoft Dynamics 365 Sales (Sales Automation)
- Microsoft Dynamics 365 Customer Insights – Journeys (Marketing Automation & Customer Journeys)
- Microsoft Dynamics 365 Customer Service (Customer Service Management)
- Microsoft Dynamics 365 Field Service (Field Service Management)
These applications can be implemented individually or seamlessly integrated with one another, as well as with Microsoft Dynamics 365 ERP solutions and other Microsoft business applications, providing a unified platform for customer engagement across the entire organization.
- Microsoft Dynamics 365 Sales: Provides sales teams with powerful tools to effectively manage potential and existing customers, allows you to plan communications with a comprehensive 360-degree customer view. Helps companies optimize sales processes, assign and monitor tasks for managers, analyze the sales funnel and other key performance indicators (KPIs) in real time.
- Microsoft Dynamics 365 Customer Insights – Journeys: Helps companies understand their customers better and build personalized relationships with them. With segmentation capabilities, customer intent prediction, accelerated processes for engaging in marketing activities, and the use of communication plan templates, this module allows the marketing department to attract new customers much faster and develop their loyalty. These are just some of the capabilities that will ensure the effectiveness and productivity of marketing campaigns at a new level.
- Microsoft Dynamics 365 Customer Service: unifies the customer-company interaction process, thanks to a wide range of functionalities, which provides a single approach to effective customer service with the level of communication expected from each customer. Help support managers quickly respond to requests and resolve customer problems. For example, the system automatically assesses the severity of requests, determines their priority and directs customers to the most appropriate managers based on geographic location, type or required qualification of the manager. Knowledge base management functions are also available, which allow you to store, find and create information articles for quick assistance.
- Microsoft Dynamics 365 Field Service: provides a wide range of functionalities to automate the entire cycle of work by servicing customer assets: from post-sales installation and equipment configuration to preventive maintenance, resource management and product inventory. Thanks to built-in planning tools, mobile applications, field agents can plan the optimal route of visits and minimize the transportation of excess inventory. Thanks to built-in AI and analytics tools, the solution optimizes workflows in terms of asset management and maintenance, allows you to build seamless communication with customers and generate even more revenue while minimizing costs.
Innoware offers the following implementation approaches for solutions within the Microsoft Dynamics 365 CRM portfolio:
- Classic
- Combined
- Microsoft Dynamics 365 Sales Package implementation
- Microsoft Dynamics 365 Customer Insights – Journeys Package implementation
Main stages of classic CRM implementation (графічно зобразити)
1. Project initiation
- Kick-off meetings
- Initial training sessions introducing the project methodology and Microsoft Dynamics 365 CRM terminology
- Detailed planning of the next project stage
2. Business process analysis
- Deployment of the test environment
- Analysis of the company’s existing business processes, including interviews with process owners, process modeling, and comparison of business requirements and objectives with the standard system functionality
- Documentation of business processes and required customizations in interview protocols
- Functional Requirements Evaluation (FRE) to identify and address functionality gaps
- Detailed planning of the next project stage
3. Solution design (Prototype development)
- Configuration and customization of the CRM system (fields, forms, and business processes) in accordance with the interview protocols agreed upon during the Business Process Analysis stage
- Consultant-led testing
- Preparation of test scripts by consultants and user acceptance testing (UAT) by the customer’s Key Users
- Development and testing of integrations (if required)
- Solution demonstrations for Key Users and additional training on system functionality and interactions, where necessary
4. Go-Live preparation
- End-to-end (integrated) testing
- Data migration
- User training and certification (roles and business scenarios)
- Go-live plan preparation
5. Go-Live and support
- Go-live support during the deployment of the implemented solution and throughout the initial period of system adoption to ensure smooth migration and successful user onboarding
To provide an accurate estimate for a comprehensive implementation project involving one or more solutions from the Microsoft Dynamics 365 CRM portfolio, tailored to your company’s specific requirements, we recommend conducting an Innoware IW URM Express Assessment.
As part of this assessment, our consultants work with your team to define the functional scope by completing a business process classifier, ensuring a clear understanding of your business needs and implementation objectives. The Express Assessment, which forms part of the analysis and solution design phase, results in a preliminary estimate of the project’s duration and cost. You will receive a detailed implementation roadmap outlining the scope of work for each project stage, along with contingency allowances for potential customizations and future enhancements.
Combined implementation
The Combined Implementation approach combines the standard capabilities of Microsoft Dynamics 365 CRM with custom configurations tailored to your company’s business processes.
This approach enables organizations to rapidly deploy the core CRM functionality using a preconfigured environment with standard packaged settings and ready-to-use features, while simultaneously adapting the solution to specific business requirements, such as unique sales processes, document approval workflows, or internal reporting.
Within this approach, Innoware first implements the standard solution using proven methodologies and best-practice business processes. The system is then enhanced and customized to support the client’s selected business processes and operational requirements.
This implementation model helps reduce deployment time, optimize project costs, and deliver a CRM solution that is tailored to the organization’s needs while leveraging Microsoft best practices.
As a result, your business receives a flexible CRM solution that combines the reliability of a standard implementation with the advantages of custom development.
IW CRM Packaged solutions for Microsoft Dynamics 365 Sales
Innoware offers IW CRM packaged solutions for small and medium-sized businesses, built on Microsoft Dynamics 365 Sales.
Each package includes:
- Training in system customization and administration
- Configuration of email integration with Microsoft Outlook or Gmail
- User training materials
- Consulting and implementation guidance from Innoware experts
To start using Microsoft Dynamics 365 Sales your organization simply needs:
- Purchase Microsoft Dynamics 365 Sales licenses.
- Select the IW CRM package that best fits your needs (Light, Basic or Premium).
- Follow the step-by-step implementation guidance provided by Innoware consultants.
This approach allows your company to deploy one of Microsoft’s most powerful CRM platforms quickly, efficiently, and with predictable implementation costs.
Interested in CRM implementation?
Call us at: +38 044 490 22 20 (UA) or +1(302)4672024 (US) or write to: crm.iwsite@innoware.com
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