Microsoft Dynamics 365 is a suite of intelligent business applications that combines ERP (Enterprise Resource Planning, or Finance and Operations) and CRM (Customer Relationship Management) tools.
- ERP – back-office functions such as supply chain, inventory, manufacturing
- CRM – front-facing functions such as sales, marketing, customer service
Launched in 2016, MS Dynamics 365 integrates various business functions into a single platform, enabling organisations to streamline operations, enhance customer engagement, and drive growth.
By harnessing cloud technology, AI-driven insights, and native integration with Microsoft products like Office 365 and Azure, Dynamics 365 has become a pivotal tool for digital transformation in organisations of various sizes and scopes.
From retail and hospitality businesses to manufacturing, universities, and public sector services, many can benefit from Dynamics 365.
The Main Dynamics 365 Modules
Dynamics 365 is made up of several modules (or “business apps”) each designed to address specific business needs.
Here’s a quick rundown on what they do.
Dynamics 365 Sales
This module helps organisations manage customer relationships, track sales performance, and automate sales processes.
It provides tools for lead management, opportunity tracking, pipeline management, and sales forecasting.
Dynamics 365 Customer Service
This module boosts customer satisfaction by offering tools for case management, omnichannel customer support, knowledge management, service level agreements and customer insights.
It also allows organisations to deliver personalised and efficient customer support.
Dynamics 365 Field Service
This module optimises field operations with features for intelligent scheduling, resource management, and mobile app capabilities.
It ensures that field technicians have the right information and tools to deliver timely and effective service, even when issues arise.
Dynamics 365 Customer Insights – Journeys (Marketing)
This module helps with the creation and execution of personalised real-time marketing campaigns, lead management, and customer segmentation.
It helps businesses target the right audience and measure the effectiveness of their marketing efforts.
Dynamics 365 Finance
As the name implies, this module automates financial processes, provides real-time financial insights, and ensures regulatory compliance.
It also supports financial planning, budgeting, and reporting.
Dynamics 365 Operations (Supply Chain Management)
This module streamlines supply chain management, production planning, and logistics.
It also helps businesses optimise their operations and improve efficiency.
Dynamics 365 Human Resources (HR)
Finally, this Dynamics 365 module manages employee data, recruitment, performance, and benefits.
It also provides tools for talent management, employee engagement, and HR analytics.
These core Dynamics 365 modules are designed to work seamlessly together, providing a unified platform that integrates data and processes across the organisation so teams can work smarter, not harder.
Benefits of MS Dynamics 365
MS Dynamics 365 offers numerous benefits to organisations. Here are 11 that we think are important.
- It’s efficient (time is money, after all)
Centralised data and integrated workflows reduce redundancies, streamline processes, and improve operational speed.
The automation of routine tasks also allows employees to get hours back and focus on higher-value activities with less need for additional headcount.
- It’s scalable (scale as you grow)
The cloud-based infrastructure of Dynamics 365 allows businesses to scale operations effortlessly as they grow, meeting demand without infrastructure limitations.
This a relatively safe way for businesses to adopt next-gen tools at their own pace.
- It integrates with many products (both native and third-party)
There is seamless compatibility with native Microsoft products like Office 365, Teams, and Power BI, along with third-party apps like Marketo, HubSpot, SAP, Xero, Sage, Oracle and Zendesk.
This enhances productivity through real-time collaboration, centralised data, and consistent workflows.
- It has AI-Driven Insights
Built-in AI, machine learning, and analytics tools provide actionable insights into customer behaviour, operational performance, and market trends.
This helps organisations make better, data-informed decisions.
- It’s customisable and flexible
Dynamics 365 can be tailored to suit the specific needs of different industries and business models, providing a flexible platform that adapts as business requirements evolve.
Business can pick and mix the tools and processes that work for them.
- It enhances the customer experience
By consolidating customer data across various touchpoints (sales, service, marketing), Dynamics 365 provides a 360-degree view of customer interactions, allowing businesses to offer personalised, responsive, and proactive customer service.
Businesses get one single view of the customer, from end to end.
- It’s secure and compliant
50% of UK businesses and 32% of charities fell victim to cyber attacks in 2023,, according to the Home Office Cyber security breaches survey 2024.
With Microsoft’s robust security protocols and compliance certifications, businesses can ensure their data is protected and adheres to industry standards and regulations such as GDPR, reducing risk and maintaining trust.
- It’s mobile accessible (for both Android and iOS)
MS Dynamics 365 offers mobile access, enabling employees to work from anywhere, anytime, fostering greater flexibility and responsiveness, especially for field teams or remote workers.
It is available for both Android and iOS devices.
- It’s cost-effective
The subscription-based pricing model of Dynamics 365 reduces the upfront costs associated with traditional on-premise solutions and offers predictable expenses, making budgeting and financial planning easier.
This also reduces risk for smaller organisations looking to adopt the tools.
- It keeps teams on the same page
Integrated tools such as Microsoft Teams foster better internal collaboration, while shared data across departments ensures team members are always on the same page, improving communication and overall teamwork.
There are no more isolated spreadsheets and out-of-date documents to chase.
- It can be updated quickly
The cloud-based nature of Microsoft Dynamics 365 means updates, improvements, and new features are delivered automatically, eliminating the need for complex manual upgrades and ensuring the system is always up-to-date with the latest capabilities.
This makes your IT team’s jobs a lot easier.
Dynamics 365 Compared to Other Platforms
Okay, so Dynamics 365 has a tonne of benefits and features, but it’s not the only CRM or ERP tool in the world, so what makes it special?
When compared to other major CRM and ERP platforms like Salesforce and SAP, Microsoft Dynamics 365 stands out due to its deep integration with Microsoft products, flexibility, and AI-driven insights.
Microsoft Dynamics 365 vs. Salesforce
- Integration: Dynamics 365 offers deeper integration with Microsoft tools like Office 365 and Power BI, while Salesforce focuses more on third-party app integrations.
- Pricing: Dynamics 365 typically offers more flexible pricing models compared to Salesforce.
- AI Capabilities: Both platforms leverage AI, but Dynamics 365 integrates AI features directly into its modules for a more unified experience.
Microsoft Dynamics 365 vs. SAP
- Ease of Use: Dynamics 365’s interface is user-friendly and designed for quick adoption, whereas SAP can be more complex to implement
- Flexibility: Dynamics 365 caters well to small and medium-sized businesses, while SAP is often seen as a better fit for large enterprises
- Focus: Dynamics 365 has much deeper CRM capabilities and many more features than SAP. SAP is primarily an ERP solution with some CRM features added.
While there is value in all these systems, Microsoft Dynamics 365 is designed to be flexible and scalable, making it appropriate for a wide range of organisations of various sizes.
How to Implement MS Dynamics 365
If you’re looking to implement Dynamics 365 successfully, organisations should follow these key steps:
- Assess your business needs (what’s giving you grief?)
Identify core challenges, pain points, and goals by engaging stakeholders and analysing workflows.
This ensures the platform is tailored to address specific organisational needs and deliver maximum value.
- Choose the right modules
Select modules (e.g., Sales, Customer Service, Finance, Marketing) that align with your organisation’s objectives.
Focus on modules that will improve critical processes and drive measurable results.
- Plan your deployment (but keep it simple)
Develop a phased roadmap with clear timelines, milestones, and responsibilities. A structured deployment strategy helps minimise disruptions and ensures a smooth rollout.
However, remember to keep it simple.
Pick your top 3 business outcomes and address those first. Then deliver incremental phases to address the remaining requirements and changing organisational needs.
- Train your teams (user adoption is key!)
Provide role-specific training to ensure employees understand how to leverage the platform effectively.
Use hands-on sessions, guides, and ongoing support to encourage user adoption.
- Get your data ducks in a row
Clean and transfer data into the system while integrating Dynamics 365 with existing tools and platforms (e.g., Office 365, legacy systems).
This ensures data consistency, up-to-date information, and seamless workflows.
- Monitor and optimise
Track performance metrics using the built-in analytics tools. Regularly evaluate system usage, gather feedback, and refine processes to enhance your efficiency and align with your business goals.
- Engage your stakeholders
Build a change management strategy to ensure buy-in from leadership and employees. Clear communication and regular updates help address concerns and encourage adoption.
- Provide ongoing support
Establish technical support and maintenance plans to resolve issues, implement updates, and ensure the system evolves with business needs.
- Evaluate ROI and drive continuous improvement
Measure the impact on KPIs such as efficiency, customer satisfaction, and revenue growth.
Use the insights to refine configurations, scale capabilities, and unlock new opportunities going forward.
What’s the future of Microsoft Dynamics 365?
Microsoft continues to invest in Dynamics 365, with a focus on AI, automation, and industry-specific solutions.
Upcoming features include:
- Enhanced AI capabilities
- Improved integration with Microsoft Teams
- New industry-specific modules such as healthcare, retail, and manufacturing
- Dynamics 365 Contact Centre, a new module that integrates various communication channels and leverages AI for customer service operations
The platform is also expected to incorporate more low-code/no-code development tools, enabling businesses to customise and extend their applications with ease. Sustainability features are also being introduced, helping businesses track and reduce their environmental impact.
So, are you considering Dynamics 365 for your business?
Dynamics 365 is more than just a suite of business applications; it’s a catalyst for organisational growth and efficiency.
By uniting data, processes, and people under a single platform, it empowers businesses to thrive in a competitive landscape.
Are you seeking the right partner to drive your business transformation with Dynamics 365?
ANS helps organisations of all sizes to transform their workflows with the powerful capabilities of Dynamics 365. We have won the Microsoft Inner Circle Award for eight years in a row, and we were celebrated as Microsoft UK Services Partner of the Year 2024.
If you think your business could benefit from:
- Dynamics 365 Contact Centre
Book in a call with our Dynamics 365 experts to see how ANS can help transform your business with a tailored CRM solution in Dynamics 365.