Microsoft Dynamics 365 CRM
Microsoft Dynamics 365 CRM for sales, service and insight
A single customer record across sales, service, marketing and field service, set up and supported by a Microsoft Dynamics 365 partner.
Sales and Relationship Management
Pipeline, forecasting, contacts
Customer Service and Support
Case management, every channel
Marketing and Customer Insights
Unified profiles, campaigns
Field Service and Operations
Work orders, scheduling
Dynamics 365 Sales
Pipeline, forecasting and relationship management
Dynamics 365 Customer Service
Case management across every channel
Dynamics 365 Customer Insights
Unified profiles and targeted campaigns
Dynamics 365 Field Service
Work orders and intelligent scheduling
Four modules, one connected platform
Start with the one that solves today’s problem — each works alone or connects with the others as you grow.
Sales
Pipeline, forecasting and relationship management from first contact to closed deal.
Customer Service
Case management across every channel, with Copilot support for faster resolutions.
Customer Insights
Unified customer profiles and real-time journeys across email, SMS and push.
Field Service
Work orders and intelligent scheduling, connected back to the customer record.
One customer record, shared by every team
CRM means every contact, account, conversation and enquiry lives in one place, so sales, service, marketing and field teams are all working from the same information, not four different spreadsheets.
One connected platform across sales, service and operations.
Lead and pipeline management, built around your sales process.
Case handling and support, tracked from first contact to resolution.
Unified customer profiles, segmented and ready to act on.
Scheduling and on-site work, connected back to the customer record.
Dynamics 365 covers sales, customer service, marketing and field service, and each module works on its own or connects with the others as your needs grow. As a UK Microsoft partner, we help you work out which combination actually fits your business, set it up properly and stay on hand once it’s live.
Looking for a full accounting and operations system instead?
Dynamics 365 Business Central covers finance, stock, purchasing and manufacturing in one place, and connects natively with the customer engagement modules below.
Turn Conversations Into Confident Deals
Build a pipeline you can trust
Track every lead and opportunity from first contact through to close, with activity logging, pipeline stages and forecasting built in from the start.
Coach your team with real signals
Relationship health scores, conversation intelligence and win or loss analysis show managers where deals need attention before they slip.
Keep sales and finance aligned
Closed deals hand off cleanly to customer service with full history intact. For businesses that need full financial management alongside CRM, Dynamics 365 Business Central connects natively.
Resolve Every Query With Full Context
Handle every channel from one place
Email, phone, live chat and social queries all land as cases in a single queue, so nothing gets missed or duplicated across the team.
Let Copilot draft the first response
Copilot summarises cases and suggests replies based on similar past cases, cutting the time agents spend starting from a blank screen.
Track performance as it happens
Queue length, resolution time and satisfaction scores update in real time. Where service and finance need to meet, cases connect through to Dynamics 365 Business Central.
Find Answers Faster with Copilot
Search your knowledge base in plain English
Agents ask a question the way a customer would ask it, and Copilot surfaces the right article instead of a list of loosely matched results.
Keep knowledge current automatically
Copilot flags outdated or conflicting articles based on how cases actually get resolved, so the knowledge base stays accurate without a manual audit.
Give customers the same answers, faster
Self-service portals draw on the same knowledge base, cutting ticket volume for the questions your team answers most often.
CRM, ERP, or just the Microsoft 365 apps you already use?
These three things get mixed up a lot, and they do genuinely different jobs. Dynamics 365 on this page is customer engagement, your sales pipeline, support cases and marketing. Dynamics 365 Business Central is full ERP, your finances, stock and operations. Microsoft 365 is the Outlook, Teams and Excel most businesses already run day to day, and both of the above connect straight into it.
Dynamics 365 (CRM)
Sales, Customer Service, Customer Insights and Field Service, managing every customer relationship in one place.
Dynamics 365 Business Central
Finance, stock, purchasing and manufacturing, running the operational side of the business.
See Business Central → ProductivityMicrosoft 365
Outlook, Teams, Excel and the rest, the foundation both Dynamics 365 and Business Central build on.
See Microsoft 365 →Still not sure which combination is right for you? We'll talk it through honestly, no pitch attached.
Book a Free 15-Minute Chat
Reach the Right Customer at the Right Moment
Bring your customer data together
Connect CRM, website, e-commerce and email data into a single unified profile per customer, resolving duplicates and filling gaps automatically.
Run email marketing and campaigns properly
This is where your email marketing lives. Real-time journeys respond to what a customer actually does, not a schedule set weeks ago, across email, SMS and push notification.
Feed insight back into sales
Scored leads pass straight into Dynamics 365 Sales. For a full view of marketing spend against revenue, reporting can extend into Dynamics 365 Business Central.
Run Field Operations From One Screen
See every job in one place
Work orders, technician status and customer details sit in a single dashboard, so dispatchers are not juggling spreadsheets alongside the system.
Plan around what's actually happening
Live status updates from the field feed straight back into the dashboard, so plans adjust as the day changes rather than at the next stand-up.
Built for teams of any size
Whether it's three engineers or thirty, the same dashboard scales without extra licensing complexity.
Work Orders, Start to Finish
Create work orders from any channel
Jobs raised by phone, email or a linked case in Customer Service become work orders automatically, with the right details attached.
Track every stage of the job
Work orders move through a defined process, from scheduled to travelling to on-site to completed, so nothing sits in limbo.
Close the loop with billing
Completed work orders feed straight into invoicing, keeping engineers focused on the job rather than paperwork.
Send the Right Engineer, First Time
Match jobs to the right skills
Resource scheduling optimisation considers skillset, certification and availability before it considers who's simply free.
Cut wasted travel time
Jobs are grouped by location and route, reducing the miles engineers cover between appointments.
Give dispatchers full visibility
Drag-and-drop scheduling boards show every engineer's day at a glance, making last-minute changes quick to handle.
Compare the Dynamics 365 Customer Engagement Modules
Each module works on its own or alongside the others — start with what you need today.
| Feature | Dynamics 365 Sales CRM | Dynamics 365 Customer Service Support | Dynamics 365 Customer Insights Marketing | Dynamics 365 Field Service Operations |
|---|---|---|---|---|
|
Core Function
|
Pipeline and opportunity management from first contact to closed deal | Case and query management across all support channels | Unified customer profiles and targeted marketing journeys | Work order management and intelligent engineer scheduling |
|
Microsoft 365 Integration
|
Outlook, Teams and Excel connected — emails and meetings link directly to contact and deal records | Teams for internal case collaboration; Outlook for customer correspondence | Connects to Microsoft 365 data for audience segmentation and campaign delivery | Teams and Outlook for job updates, remote assistance and technician communication |
|
Customer and Contact Records
|
Full account, contact, lead and opportunity history in a single view | Complete case history per customer, linked to account and contact records | Unified customer profiles drawing data from multiple sources across your business | Customer asset records, service history and site location details tied to each job |
|
Reporting and Dashboards
|
Pipeline reports, revenue forecasting, win and loss analysis, individual and team performance | Queue metrics, case resolution times, customer satisfaction scores and SLA tracking | Campaign performance, email open and click rates, lead conversion and journey analytics | Job completion rates, first-time fix rates, travel time and resource utilisation |
|
Automation
|
Automated lead assignment, follow-up reminders and sequence-based outreach | Automated case routing, escalation rules and first-response acknowledgements | Customer journeys triggered automatically by behaviour, date or segment membership | Automated work order creation, scheduling optimisation and engineer notifications |
|
Mobile Access
|
Mobile app for updating records, logging calls and managing tasks on the go | Mobile access for agents handling cases remotely or working across sites | Campaign management and audience oversight accessible via mobile | Full mobile app for field engineers: job details, parts lists, customer history and digital signatures |
|
Channel Coverage
|
Email and phone tracked against records; LinkedIn Sales Navigator integration available | Email, phone, live chat, social messaging and self-service portal from one interface | Email, SMS, push notification and event-based outreach across the customer journey | Mobile app, remote assist and customer-facing job tracking portal |
|
Customisation
|
Custom fields, views, dashboards and workflow rules to match your sales process | Custom case types, routing rules, SLA policies and support channel configuration | Custom segments, journey templates, email designs and lead scoring rules | Custom work order types, service territories, skills-based routing and completion checklists |
← Scroll to see all modules →
Dynamics 365 Customer Service Pricing
Pick the plan that fits your support operation.
Dynamics 365 Customer Service Professional
£38.40
per user / month (exc. VAT) — annual term
Streamlined case management for service representatives handling simpler support scenarios, with knowledge management and Microsoft 365 integration included.
- Case and knowledge management
- Microsoft 365 interoperation
- Reporting with Power BI
- Lead creation
- Unlimited named users
Dynamics 365 Customer Service Enterprise
£80.70
per user / month (exc. VAT) — annual term
Advanced customer service for complex scenarios. Adds multisession support, unified routing, forecasting, scheduling, Teams integration and Copilot assistance for service representatives.
- Everything in Professional
- Microsoft Teams integration
- Copilot in Customer Service included
- Multisession and unified routing
- Analytics, forecasting and scheduling
- Power Apps and Power Automate included
Dynamics 365 Customer Service Premium
£149.90
per user / month (exc. VAT) — annual term
The complete customer engagement solution. Includes everything in Enterprise plus integrated contact centre with digital, voice and chatbot capabilities, and included capacity for four service agents.
- Everything in Enterprise
- Self-service chatbots and IVR
- Live chat and social messaging channels
- Voice channel with inbound routing
- Customer Intent, Knowledge, Case Management and Quality Evaluation agents included
Prices shown are per user, per month on an annual term licence and exclude VAT. A 40% promotional discount on Premium is available until 30 June 2026 via enterprise and CSP channels — eligibility restrictions apply.
Dynamics 365 Customer Insights
£1,307.20
per tenant / month (exc. VAT) — annual term — unlimited users
Deliver connected customer journeys and campaigns with unified customer data. Includes real-time journey orchestration, Copilot-assisted segmentation and campaign creation, and a base capacity for unified customer profiles.
- Unlimited users
- 100,000 Unified People included
- 10,000 Interacted People included
- Real-time journey and campaign orchestration
- Copilot for segmentation and content
- Email, SMS, push and event-based channels
Dynamics 365 Customer Insights Attach
£769.00
per tenant / month (exc. VAT) — annual term — unlimited users
The same full Customer Insights platform at a discounted rate for organisations that already hold a qualifying Dynamics 365 application. Requires a minimum of 10 qualifying Dynamics 365 users.
- All features of standard Customer Insights
- 100,000 Unified People included
- 10,000 Interacted People included
- Requires qualifying D365 licence (min. 10 users)
- Qualifying apps include Sales, Customer Service and Field Service
Customer Insights is priced per tenant per month, not per user — all users in your organisation are included. Additional capacity for Unified People and Interacted People is available in tiered packs. Contact us for a tailored quote.
Dynamics 365 Field Service Pricing
Pick the plan that fits your field team structure.
Dynamics 365 Field Service
£80.70
per user / month (exc. VAT) — annual term
The complete field service management licence for internal technicians and engineers. Covers work order management, intelligent scheduling, planned maintenance, returns processing and Copilot assistance.
- Full app access via web and mobile
- Work order management and scheduling
- Planned maintenance agreements
- Returns processing
- Copilot for work order creation and scheduling
- Technician performance analysis
- Access to Dynamics 365 Guides and Remote Assist
Dynamics 365 Field Service Contractor
£38.40
per user / month (exc. VAT) — annual term
A lighter licence for external contractors and frontline technicians who need job details and limited app access. Useful for businesses that use a mix of employed and contracted field workers.
- App access via web and mobile
- Scheduling and resource dispatching (limited)
- Vendor and contractor management (limited)
- Limited access to Guides and Remote Assist
Prices shown are per user, per month on an annual term licence and exclude VAT. Resource Scheduling Optimisation is available as an add-on at £23.10 per resource/month. Verify current figures on the Microsoft UK pricing page before purchasing. Contact us for a tailored quote.
Get started with Dynamics 365
Not sure where to start with Dynamics 365?
Choosing the right module — or combination of modules — is not always straightforward, and the wrong choice costs time and money to unpick. We offer a free, no-obligation conversation where we listen to what your business does and give you an honest view of what would actually help. No presentation, no pitch, no obligation.