Microsoft Dynamics 365 CRM Consulting
Implement and extend Dynamics 365 Sales, Customer Service, Contact Center, Field Service and Customer Insights, connected to Microsoft 365, Teams and the Power Platform your people already use.
Explore customer platforms capabilities & delivery details
Also known as Dynamics 365 Customer Engagement, Dynamics CRM, Dynamics 365 Sales
- Dynamics 365 implementation
- On-premises to online
- Customer Insights
- Power Platform extension
- Copilot and agents
- Dynamics 365 managed services
- Dynamics 365 Customer Engagement
- Dynamics CRM
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Customer Insights
- Dynamics 365 Field Service
- Dynamics 365 Contact Center
- SalesforceSalesforce, Inc.
- CRM Integration ServicesCRM service
- CRM Implementation ServicesCRM service
What is Microsoft Dynamics 365 CRM?
Microsoft Dynamics 365 CRM is Microsoft's family of customer engagement applications. Dynamics 365 Sales manages leads, opportunities and forecasts; Customer Service and Contact Center run cases, knowledge and omnichannel support; Field Service schedules technicians and work orders; and Customer Insights – Data and Customer Insights – Journeys unify customer profiles and run marketing journeys. The apps run on Microsoft Dataverse and the Power Platform, include Copilot and AI agents, and integrate with Outlook, Teams and Microsoft 365. TechTiera implements, extends, upgrades and supports Dynamics 365.
Reviewed 2026-10-27 by TechTiera's CRM practiceMicrosoft Dynamics 365 CRM at a glance
- Vendor
- Microsoft
- Apps
- Dynamics 365 Sales, Customer Service, Contact Center, Field Service, Customer Insights – Data, Customer Insights – Journeys
- Platform
- Microsoft Dataverse and Power Platform (Power Apps, Power Automate, Power BI, Copilot Studio)
- AI
- Copilot in each app, plus prebuilt and custom agents built with Copilot Studio
- Release cadence
- Two release waves a year (April and October)
- Deployment
- Cloud (online) or Dynamics 365 Customer Engagement (on-premises)
- TechTiera services
- Implementation, upgrades and on-premises to online moves, Power Platform extension, integration, Copilot adoption, managed services
What does TechTiera deliver for Dynamics 365?
Strategy, implementation, integration, migration and managed services from one accountable team.
Dynamics 365 implementation
Sales, Customer Service and Field Service configured around your processes, with security roles, business units and teams designed from day one.
On-premises to online
Dynamics CRM and Customer Engagement (on-premises) moved to Dynamics 365 online, including customizations, plug-ins, data and integrations.
Customer Insights
Customer Insights – Data for unified profiles and Customer Insights – Journeys for real-time marketing, including moves from retired outbound marketing.
Power Platform extension
Power Apps, Power Automate flows, Power BI dashboards and Copilot Studio agents on the same Dataverse data, with governance.
Copilot and agents
Copilot rollout, sales and service agents configured and tested in shadow mode before they act.
Dynamics 365 managed services
Administration, release-wave regression testing, user support and enhancements under SLA.
How TechTiera approaches Dynamics 365
Why Dynamics 365 fits Microsoft-first organizations
If your teams live in Outlook and Teams, Dynamics 365 removes the friction of switching tools: sellers track emails and meetings without leaving Outlook, service teams collaborate on cases in Teams, and Power BI reports use the same data. Identity, security and compliance come from Microsoft Entra ID and Purview. TechTiera's Microsoft 365 practice, with 50 consultants, works alongside the CRM team so Dynamics 365, SharePoint, Teams and Entra are designed together.
Moving from Dynamics CRM on-premises to Dynamics 365 online
- Assess customizations, plug-ins, JavaScript, reports and integrations for cloud compatibility.
- Clean up unused entities, fields, workflows and solutions before they are carried forward.
- Rebuild classic workflows and dialogs in Power Automate and modern business rules.
- Migrate data in rehearsed waves with record counts and spot checks signed off by business owners.
- Cut over with integrations re-pointed and users trained on the Unified Interface.
Typical use cases
- Account and opportunity management
- Omnichannel customer service
- Field technician scheduling
- Event and journey marketing
- Partner and dealer management
- Case management for regulated industries
How is the work delivered?
- DiscoverGoals, processes, data, integrations and users.
- DesignProcess, data model, security and acceptance criteria.
- BuildConfiguration and development in short, demoable sprints.
- MigrateProfiled, cleansed, rehearsed and reconciled data.
- LaunchTraining, cut-over, adoption tracking and hypercare.
- Run and improveManaged services and a prioritized backlog.
Why choose TechTiera for Dynamics 365?
TechTiera delivers Salesforce, Dynamics 365, SAP CRM and SAP CX, and Creatio, so recommendations follow your requirements, not a single vendor's quota.
Consultants with large-program experience across sales, marketing and service transformation, from requirements to adoption.
In-house SAP, Microsoft 365, Power Platform, integration, analytics and content management practices, so CRM is designed with ERP, data and documents.
A practical path off SAP CRM 7.0 before mainstream maintenance ends in December 2027, to SAP CX or another platform.
Which engagement models are available?
Onsite, offshore or remote delivery for clients in North America, Europe, the Middle East and Asia Pacific.
Defined scope, deliverables and milestones for implementations and migrations.
Flexible capacity for evolving requirements, proofs of concept and enhancements.
A named CRM team working as an extension of your IT and business teams.
SLA-backed administration, support and enhancements on monthly or annual terms.
Certified administrators, developers, architects and consultants placed in your team.
Microsoft Dynamics 365 CRM FAQs
Is Dynamics 365 a CRM?
Yes. Dynamics 365 Sales, Customer Service, Field Service, Contact Center and Customer Insights are Microsoft's CRM applications. Dynamics 365 also includes ERP apps such as Finance and Business Central.
What happened to Dynamics 365 Marketing?
Microsoft renamed Dynamics 365 Marketing to Dynamics 365 Customer Insights – Journeys and moved customers from outbound marketing to real-time journeys. TechTiera plans and runs that transition.
Can we move Dynamics CRM on-premises to the cloud?
Yes. TechTiera assesses on-premises customizations, rebuilds unsupported components and migrates data and integrations to Dynamics 365 online.
Does Dynamics 365 include Copilot?
Yes. Copilot is built into Dynamics 365 Sales, Customer Service and other apps, and Microsoft adds prebuilt agents with each release wave. Custom agents are built with Copilot Studio.
Dynamics 365 or Salesforce?
Dynamics 365 usually wins where Microsoft 365, Azure and Power Platform are standard; Salesforce often wins on ecosystem breadth and complex service operations. TechTiera delivers both and compares them on your requirements.
Related CRM services
Salesforce
Sales, Service and Marketing Cloud, Agentforce, Data 360, integrations and managed services.
Salesforce servicesCRM serviceCRM Integration Services
ERP, marketing, telephony, commerce and data platforms connected to CRM.
Integration servicesCRM serviceCRM Implementation Services
Discovery to hypercare: design, build, migrate, test, train and launch.
Implementation services
