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Dynamics 365 CRM

Dynamics 365 CRM

Adactin delivers comprehensive solutions leveraging Microsoft Power Platform and Dynamics 365 CRM, enabling organisations to accelerate digital transformation, automate business processes, and enhance customer engagement. Our offerings combine deep technical expertise, robust delivery frameworks, and a focus on business value, tailored to meet the evolving needs of enterprises across industries.

Overview

With Microsoft Dynamics 365 CRM Adactin empowers organisations to streamline sales, marketing, and customer service operations, driving improved client engagement and business growth.

Dynamics 365 CRM Functional Modules

Core Offerings

CRM Implementation & Customisation

  • Evaluate current sales, marketing, and service workflows
  • Gather and prioritise functional and non-functional requirements
  • Define technical and functional architecture.
  • Data Model design with custom entities, relationships, forms, and views aligned to business data needs.
  • End-to-end deployment of Dynamics CRM tailored to unique business processes.
  • Custom module development for Sales, Marketing, and Customer Service.
  • Integration with Microsoft 365, SharePoint, and third-party platforms.
  • Design and implement guided processes for sales/service teams.
  • Development of plugins, custom workflow activities, and JavaScript extensions to implement server-side and client-side business logic. This enables real-time validations, automated record updates, custom integrations, and tailored user interactions.
  • Define business units, roles, and privileges to implement Role, Field and Record based Security 
  • Create role-based dashboards and real-time KPIs using Power BI or in-app tools.
  • Ongoing support, issue resolution, user support desk.
  • Integrate Dynamics 365 Copilot, conversation intelligence, predictive scoring

CRM Modernisation & Migration

  • Evaluate existing CRM systems, data flows, integrations, and usage
  • Evaluate organisational, technical, and operational readiness for CRM transformation.
  • Define the future-state CRM architecture (cloud/on-prem/hybrid)
  • Create strategy and plan for existing integration with ERP, third party systems and customer service platforms.
  • Reengineer sales, marketing and service processes for modern CRM capabilities.
  • Upgrade legacy CRM systems to Dynamics 365
  • Perform data cleansing, deduplication, enrichment and migration mapping
  • Perform System Integration Testing and User Acceptance testing.
  • Data migration, system integration, and process optimisation.
  • Dedicated post-go-live monitoring and issue resolution

CRM Testing & Quality Assurance

  • Define a tailored test strategy aligned with business goals and Dynamics CRM modules (Sales, Customer Service, Marketing, etc.)
  • Detailed plans outlining test scope, types, schedule, environments, tools, and resources.
  • Validate CRM modules (Sales, Service, Marketing, Field Service).
  • Verify end-to-end business process workflows and rule enforcement.
  • Risk-based and regression testing across all CRM modules.
  • Test custom plugins, workflows, Power Automate flows, and JavaScript customisations.
  • Integration and end-to-end scenario validation.
  • Defect management and closure with comprehensive reporting.
  • Test CRM behavior with growing data volumes and peak loads
  • Test RESTful APIs (OData/JSON), service endpoints, and authentication (OAuth 2.0, Azure AD).

User Training & Change Management

  • End-user and admin training for smooth adoption.
  • Ongoing support and enhancement services.
  • Define key milestones, change champions, and phased adoption approach
  • Identify and train CRM power users to support their teams post-deployment.
  • Collect and analyse user feedback to inform ongoing enhancements and support

Delivery Methodology

  • Requirements mapping and sprint-based delivery.
  • Collaboration with client SMEs for domain understanding.
  • Continuous risk assessment and regression cycles to ensure quality.

Why Adactin?

  • Proven Track Record: Successful delivery of Dynamics 365 CRM solutions for leading organisations in finance, public sector, and more.
  • Certified Experts: Skilled consultants in Power Platform and Dynamics 365 CRM.
  • Agile & Collaborative: Iterative approach with continuous client engagement and feedback.
  • End-to-End Services: From consulting and architecture to implementation, testing, and support.

For more information or to discuss your requirements, contact Adactin’s Microsoft Technology Services team. Adactin – Empowering Digital Transformation with Microsoft Technologies

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