Microsoft · Technologies
Dynamics 365
Business applications that now come with agents.
Dynamics 365 covers sales, service, finance and operations in modular applications on one data platform. The 2026 releases push it firmly agentic, with prebuilt agents qualifying leads and resolving cases. We implement Dynamics 365 around your process, not the other way around.
BUSINESS APPS · EXAMPLE ORGANISATION
APP
SIGNAL
OWNER
STATUS
Sales
Pipeline hygiene
Sales
HEALTHY
Customer-Service
Case backlog
Service
REVIEW
Finance
Month end close
Finance
HEALTHY
Field-Service
Scheduling load
Ops
REVIEW
Spreadsheet-CRM
Shadow records
Sales
RISK
Sample view
healthy · review · risk
In plain terms
A CRM full of stale data is a very expensive address book.
Dynamics 365 pays off when the process and the data are right. Here is what changes.
Without the work
- Sales lives in spreadsheets beside the CRM
- Service cases pile up with no clear routing
- Finance and operations run on disconnected systems
- New AI agents amplify messy data instead of fixing it
With the work
- One record of truth your team actually maintains
- Cases routed, prioritised and measured
- Modules connected on one data platform
- Agents that qualify leads and resolve cases on clean data
What CG TECH can do with Dynamics 365
The work, broken into the parts that matter.
Start where the pain lives
Dynamics 365 is modular: sales, customer service, field service, finance, supply chain and Business Central for the mid market. We implement the module that solves your problem first, and expand on evidence.
a rollout in stages, not a big bang
The 2026 shift
Dynamics 365 now ships prebuilt agents, such as the Sales Qualification Agent and Customer Service Agent, with usage metered through Copilot credits, and real time voice agents rolling out through Dynamics 365 Contact Center. We pilot them where the numbers make sense and govern them with Agent 365.
agents that earn their credits
One platform under the apps
Dynamics 365 runs on Dataverse and connects natively to Microsoft 365, Power Platform and Fabric, with Customer Insights unifying customer data for AI to work from. Integration is designed, not bolted on.
business apps that talk to the rest of your estate
Where CRM projects live or die
Most Dynamics failures are process failures, not software failures. We map the process first, configure to match, and train until the system is the easy path.
a system your team actually uses
How an engagement runs
From messy CRM to a system people use, step by step.
01
Discover
We map your process, data and the gaps costing you money.
02
Design
Module selection, data model and integration designed to fit.
03
Build
Configured, migrated and tested with your team involved.
04
Handover
Training, adoption support and a rhythm of improvement.
Questions we hear a lot
Common questions about Dynamics 365
What is Microsoft Dynamics 365?
Dynamics 365 is Microsoft’s set of business applications covering sales, customer service, finance and operations. They are modular, so you take the parts you need, and they share one data platform with Power Platform and Microsoft 365. The 2026 releases add prebuilt agents that qualify leads and resolve cases.
Is Dynamics 365 overkill for a mid sized organisation?
Not necessarily. Business Central covers finance and operations for the mid market, and the modular pricing means you licence what you use. Overkill happens when you buy modules you do not need, which is exactly what we help you avoid.
What do the new Dynamics agents cost?
Prebuilt agents are metered through Copilot credits, and Microsoft provides a usage estimator covering Dynamics 365 and Copilot Studio agents. We model expected consumption before you switch anything on.
Can Dynamics 365 talk to our other systems?
Yes. It runs on Dataverse with native Power Platform and Microsoft 365 integration, and connectors or APIs handle the rest. Integration design is part of every engagement.
We already own licences but nobody uses the system. Can you fix that?
That is one of the most common engagements we run. Usually the process and the configuration do not match how people actually work. We fix the fit, clean the data and rebuild the habit.
Which Dynamics 365 apps do businesses usually start with?
Sales or Customer Service, because the pain is visible and the payback is easy to measure. Finance and Operations is a bigger programme and it is worth being honest about that before starting, rather than discovering it in month four.
How is Dynamics 365 different from a standalone CRM?
A standalone CRM is often quicker to start and cheaper for a small team. Dynamics earns its place when you want the CRM sitting on the same data as your Microsoft 365 content, your Power Platform automations and your reporting, so people are not copying between systems.
How long does an implementation take?
A focused first phase is typically a few months, not a year. The work that stretches a timeline is nearly always data migration and getting agreement on process, so we deal with both early rather than leaving them to the end.
Ready when you are
Getting value from Dynamics 365? Let us talk.
A discovery session maps your process, your pain points and your quick wins. You keep the plan either way.
What to expect
- A consultant replies within 4 business hours
- Session booked to understand your requirements
- We will provide you with a fixed price quote