Dynamics 365 CRM Implementation — Global Specialists
Specialist Microsoft Dynamics 365 Customer Engagement implementation for Indian sales, marketing, and customer service teams. D365 Sales, Customer Service, Marketing, and Field Service — connected to your D365 F&O backend for one unified customer view.
Sales
Pipeline · Forecast
Service
Cases · SLAs
Marketing
Journeys · Lead Gen
CRM Capabilities
Dynamics 365 modules we implement
D365 Sales
Lead, opportunity, quote, forecast
D365 Customer Service
Omnichannel cases, SLAs, knowledge base
D365 Marketing & Field Service
Journeys, segmentation, technician dispatch
All modules connect natively to D365 Finance & Operations for one unified customer view — from lead to order to service.
Indian sales teams running on spreadsheets and Outlook lose 20-40% of pipeline visibility — and miss follow-ups that cost real deals. D365 CRM fixes this.
CRM Capabilities
Complete Dynamics 365 CRM Implementation
Sales, Customer Service, Marketing, and Field Service — every module of the D365 Customer Engagement suite, connected to your ERP.
D365 Sales — Pipeline & Forecasting
Lead capture and qualification, opportunity management, quote and proposal generation, sales forecasting, sales playbooks, and embedded LinkedIn Sales Navigator. Mobile sales app for field reps.
D365 Customer Service — Omnichannel Support
Case management with SLAs, omnichannel routing (email, phone, chat, WhatsApp, social), knowledge base, customer self-service portals, and AI-driven case suggestion via Copilot.
D365 Marketing — Journeys & Segmentation
Customer journey builder, email marketing, landing pages, lead scoring, segmentation, account-based marketing, event management, and marketing-to-sales handoff via lead lifecycle.
D365 Field Service — Technician Operations
Work order management, technician scheduling and dispatch, mobile field app, inventory truck stock, IoT-driven service triggers, and remote assist via Dynamics 365 Remote Assist for HoloLens.
D365 F&O Integration
Native bi-directional integration between D365 CRM and D365 F&O via Dataverse. Customers, contacts, products, sales orders, and invoices synchronised in real time for one unified customer view.
Mobile, Outlook & Teams Integration
Native mobile apps for iOS and Android. Outlook integration so sales reps work from their inbox. Teams integration so collaboration happens where work actually gets done.
Why Impacgo
Why Choose Impacgo for D365 CRM?
The only Microsoft partner in India that does both D365 F&O and D365 CRM — so you get one unified customer view from lead to invoice.
Microsoft Specialisation
We do Microsoft Dynamics — not generic CRM. Deep knowledge of D365 CRM platform, Dataverse, Power Platform extensions, and the wider Microsoft ecosystem.
D365 F&O + CRM Together
Most CRM consultancies don't understand ERP integration. We do both — so the customer record actually links to orders, invoices, and payments without expensive middleware.
Indian Sales & Service Process Expertise
We know how Indian sales teams actually work — distributor channels, dealer hierarchies, GST-aware quotes, multi-language support, regional service operations.
Agile, Sprint-Based Delivery
New CRM functionality every 2-4 weeks rather than 6-month big-bang projects. Your sales team adopts in small chunks, not all at once.
Power Platform Extensions
We extend D365 CRM with Power Apps for unique sales workflows, Power Automate for approval chains, and Power BI for sales dashboards — at no additional engagement.
Ongoing AMS Support
Post go-live managed services — user support, minor enhancements, platform updates, Dataverse storage optimisation, and continuous improvement under SLA.
Our Process
D365 CRM Implementation Process
Agile, sprint-based delivery — your sales and service teams see working CRM every 2-4 weeks, not 6 months in.
CRM Discovery Workshop
1-2 week workshop with your sales, marketing, and service leadership. We map current customer journeys, identify pain points, scope CRM module fit, and define success metrics. Deliverable: detailed scope, module recommendation, timeline, and budget proposal.
Solution Design & Licensing
Detailed solution design covering data model, business rules, security roles, sales/service processes, marketing journeys, and integration architecture with D365 F&O. Microsoft licensing recommendation based on user roles. Deliverable: functional design and licensing proposal.
Configuration & Customisation
D365 CRM configured for your operations — entities, forms, business process flows, business rules, workflows, sales/service playbooks, and security model. Power Apps and Power Automate extensions for unique requirements. Integrations to D365 F&O and third-party systems.
Data Migration & Validation
Customers, contacts, leads, opportunities, and historical interactions migrated from legacy CRM or spreadsheets. Data cleansing, deduplication, and validation. Reconciliation reports confirm migration accuracy.
UAT, Training & Adoption
User acceptance testing with sales reps, service agents, marketing team, and management. Role-based training programmes — sales playbook training, service case handling, marketing journey design, manager dashboard usage. Adoption coaches embedded for first 4-6 weeks.
Go-Live, Hypercare & Managed Services
Phased go-live by team or function. Daily monitoring during 4-8 week hypercare with immediate issue resolution. Transition to ongoing AMS for new enhancements, user support, platform updates, and continuous CRM evolution.
FAQ
Dynamics 365 CRM — Frequently Asked Questions
What is Dynamics 365 CRM and which modules does it include?
Dynamics 365 CRM (Customer Engagement) is Microsoft's customer relationship management platform. It includes Dynamics 365 Sales (lead-to-opportunity-to-order pipeline management), Dynamics 365 Customer Service (case management, SLAs, omnichannel support), Dynamics 365 Marketing (customer journeys, email marketing, segmentation, event management), and Dynamics 365 Field Service (technician scheduling, work order management, IoT-driven service). Each module is licensed separately and can be deployed independently or together.
Should we use Dynamics 365 CRM or Salesforce?
Both are leading CRM platforms. The right choice depends on your existing systems and team familiarity. If you're already on Microsoft 365, Teams, SharePoint, or D365 Finance & Operations, Dynamics 365 CRM offers significantly tighter integration, better Office and Outlook embedding, and a lower total cost of ownership. If your team is Salesforce-native or you have heavy AppExchange dependencies, Salesforce may be better. For Indian companies running Microsoft Dynamics F&O, D365 CRM is almost always the right answer — the integration with D365 F&O is native and seamless, giving you one unified customer view from lead to invoice.
How long does a D365 CRM implementation take in India?
A single-module D365 CRM implementation (e.g., just Sales or just Customer Service) typically takes 8-14 weeks. A multi-module implementation covering Sales + Customer Service + Marketing takes 4-6 months. Heavily customised CRM with multiple integrations, complex business rules, and migration from legacy systems takes 6-9 months. Impacgo follows an agile delivery model with sprint-based releases — your sales or service team starts using new functionality every 2-4 weeks rather than waiting for big-bang go-live.
Does D365 CRM integrate with D365 Finance & Operations?
Yes, natively. Microsoft provides a Common Data Service / Dataverse integration layer that synchronises customers, products, sales orders, invoices, and payments between D365 CRM and D365 F&O. Sales reps in CRM see real-time stock and pricing from F&O. Finance team in F&O sees the full sales pipeline and customer history from CRM. This is one of the biggest reasons to choose Microsoft over Salesforce when you're running Dynamics F&O — you get a unified customer record without expensive third-party middleware.
What does a D365 CRM implementation cost in India?
Costs vary based on modules, user count, customisation level, integration scope, and data migration complexity. Microsoft D365 CRM licensing (Sales Professional, Sales Enterprise, Customer Service Enterprise, Marketing, Field Service) is per-user-per-month and separate from implementation services. Indian enterprises typically budget separately for licensing and implementation. Impacgo offers a free D365 CRM consultation that delivers a detailed scope, licensing recommendation, realistic timeline, and budget proposal specific to your sales and service operations.
Bring sales, service, and marketing onto one platform
Whether you're replacing spreadsheets, migrating from legacy CRM, or unifying sales and service for the first time — Impacgo can scope, configure, and deploy Dynamics 365 CRM in weeks, not years. Native D365 F&O integration. Indian compliance built in.