Dynamics 365 Customer Engagement
Sales, customer service, marketing and field service on the same data.
Consulting, implementation, extension and integration, adoption and operation of Dynamics 365 Sales, Customer Service, Customer Insights and Field Service, with a single partner.
- More than 15 years of experience
- Microsoft partner since 2010
- More than 200 large organizations as clients
- ISO 27001 certified
- In-house team in Barcelona and Madrid
The starting point
Go-live is only the beginning
Whatever the application, the product is the same for everyone: the result depends on who implements it.
OWN PROCESSES
What sets the company apart is left out
Every organization sells, serves customers, communicates and carries out field work in its own way: if the standard falls short, people go back to Excel.
DATA
Customer information is scattered
ERP, web, telephony or asset systems: without integrating them, each team works with only a part.
ADOPTION
Without adoption, it ends up half-used
Sales reps, agents, marketing or field technicians: each profile needs to work in its own way.
THE DAY AFTER
Someone has to maintain it and make it evolve
Two release waves a year, users with questions and processes that change with the business.
That is why who implements it matters as much as what you implement.
What changes with a full-cycle partner
From a project that ends at go-live to a solution that is used, integrated and evolves.
TYPICAL IMPLEMENTATION
A project that ends at go-live
- The standard is implemented and the rest is left for later
- Uncontrolled customizations that slow down every update
- Dynamics 365 isolated from the ERP and other systems
- One-day training and users who go back to Excel
- After go-live, another provider or nobody
Result: a solution with little data and little use
WITH ITEQUIA
A single team, from analysis to operation
- Process fit analyzed before implementing
- Configuration first; code only where it adds value
- Integrated with the ERP and corporate systems
- Adoption planned by user profile
- Whoever implements it maintains it and makes it evolve
Result: a solution that is used, integrated and grows
Four applications, one view of the customer
We implement the Dynamics 365 applications that cover the customer relationship, together or separately.
SALES
Dynamics 365 Sales
Accounts, opportunities, forecasting and pipeline, with Copilot to prioritize and prepare each sale.
CUSTOMER SERVICE
Dynamics 365 Customer Service
Cases, queues, SLAs and knowledge base, with all contact channels in one place.
MARKETING
Dynamics 365 Customer Insights
Unified customer data, segments, campaigns and personalized journeys.
FIELD SERVICE
Dynamics 365 Field Service
Work orders, technician scheduling, assets and a mobile app for the field team.
All four share Dataverse: the same customer information for every team. You can start with one and add more over time.
HOW WE DO IT
Four phases, a single partner
Each phase has its own scope and deliverable: you start with the first and decide afterwards.
01
Consulting
Processes, fit with the standard, data and integrations, scope, planning and budget.
02
Implementation
Application configuration, data migration and user training.
03
Extension
Development on Dataverse, Power Platform, Power BI and integrations.
04
Adoption and operation
User adoption, support, updates and evolution.
PHASE 2
Implementation or relaunch
Two starting points, one method: reliable data and prepared users on go-live day.
NEW IMPLEMENTATION
From another tool, from Excel or from scratch
Companies leaving another market solution, an in-house application or spreadsheets.
- Application configuration based on the analysis
- Migration of accounts, contacts, opportunities and cases
- Training for key users and end users
DYNAMICS 365 IN PLACE
An implementation that isn't delivering what was expected
Companies with Dynamics 365 or on-premises Dynamics CRM that is half-used, heavily customized or without a partner.
- Review of each customization: kept, replaced or removed
- Migration from on-premises Dynamics CRM to the cloud
- Adoption plan to recover usage
PHASE 3
Extension and integration
Dynamics 365 extended where the standard falls short and connected with the rest of the organization.
Custom development
- AI-Driven accessory applications
- Portals and field apps
- Business logic in Dataverse
- Custom components
Power Platform
- Flows with Power Automate
- Applications with Power Apps
- Portals with Power Pages
- Approvals in Teams and Outlook
AI and Copilot
- Copilot in Sales and Customer Service
- Agents with Copilot Studio
- Summaries and suggested replies
Data and reporting
- Power BI on Dataverse
- Dashboards by area
- Unified data with Customer Insights
Integrations
- Business Central and other ERPs
- SharePoint and Microsoft 365
- Contact channels and telephony
- Corporate systems via API
IN-HOUSE DEVELOPMENT
When the standard falls short, we build it
Implementer and software factory in a single partner: what Dynamics 365 doesn't cover gets built, not left in Excel.
01
Custom, with AI-Driven
Accessory applications, portals or field tools connected to Dataverse, from idea to production in weeks.
02
Power Platform
When it fits: Power Automate, Power Apps and Power Pages to automate and extend without leaving the platform.
03
Method quality
Prototype validated by users, automated tests and a SonarQube quality gate on every change.
< 1 month
an application in production with the AI-Driven method
2 months
a 14-year-old legacy system, rewritten
HOW WE WORK
Extending Dynamics 365 without losing the standard
Everything we add can be maintained and updated: the difference shows in every Microsoft release wave.
Configure first
- First, standard configuration
- Then, Power Platform
- Code only where it adds value
- No unsupported customizations
- Documented by functionality
Solutions and ALM
- Managed and versioned solutions
- Development and test environments
- Source code in Git
- No manual changes in production
- Automated deployment
API integrations
- Dataverse Web API
- No direct database access
- Monitored errors and retries
- Every integration documented
- Protected credentials
Data and security
- Security by roles and business units
- Cleansing and deduplication
- Full rehearsals before go-live
- Data quality rules
- Historical data accessible after migration
PHASE 4
Adoption and operation
After go-live, the same team: the solution is used, maintained and evolves.
WHAT IT COVERS
The solution, maintained and up to date
- Usage queries and user training
- Errors and incidents in production
- Release waves reviewed and tested first in sandbox
- Maintenance of developments and integrations
- New features and Copilot, evaluated in every release
- Small enhancements, estimated per ticket
- Tenant and license management, if desired
HOW IT WORKS
From go-live to operation
- Support: the project team, during the first weeks.
- Handover to operation: the solution moves to Adoption and support, already documented.
- Monthly fee: what is included is covered by the fee; anything else is charged by the hour or at a fixed price.
- If it grows, it's a project: new modules or extensions, as a project or Extended Team.
Contracted in phases, with no blind commitments
Each phase is budgeted with the information from the previous one: nothing is contracted without knowing what it includes.
01
Consulting
At a fixed price. Its outcome is the scope and the budget for the implementation.
02
Implementation
Fixed-price project based on the agreed scope, with a 6-month warranty.
03
Extensions
As a project or with Extended Team, depending on scope and pace.
04
Operation
Monthly fee, with the Adoption and user support service.
A fixed budget per phase and a single point of contact throughout the entire cycle. Dynamics 365 licenses can be supplied and managed by Itequia if required. All developments become the client’s property once paid for.
The difference from an implementer
A partner that masters the entire Microsoft platform and develops what the standard does not cover.
01
The entire Microsoft platform
Dynamics 365 connected with Business Central, SharePoint, Power Platform, Microsoft 365 and Azure: one partner for everything around it.
02
In-house development
Implementer and software factory: Power Platform when it fits and custom AI-Driven applications, in weeks.
03
From analysis to operation
A single team and a single point of contact: the team that implements the solution is the one that maintains and evolves it.
What you get
A single view of the customer
Sales, service, marketing and field on the same data.
Your own processes solved
With Power Platform or custom-built, and not in spreadsheets.
A controlled go-live
Migrated data and prepared users.
A solution that is used
Planned and measured adoption after go-live.
Predictable cost
Fixed budget per phase and monthly fee in operation.
A single point of contact
From the initial analysis to operation.
Where Dynamics 365 fits
We implement Dynamics 365 and connect it with everything else. It works on its own or alongside Itequia's other services.
BUILD AROUND
AI-Driven Development
Custom portals, applications and integrations connected to Dynamics 365.
IMPLEMENT DYNAMICS 365
Dynamics 365 Customer Engagement
Consulting, implementation, extension and integration.
ADOPT AND MAINTAIN
User adoption and support
Support, adoption, maintenance and small enhancements after go-live.
OPERATE THE PLATFORM
Itequia Cloud Operations
Microsoft 365, identity, security, Azure and licenses.
Each service is contracted separately. And if you use Business Central, you also get the ERP from the same partner.
Why Itequia is the best choice for your software development needs?
With over 15 years of experience in the digital sector, we offer efficient and personalized software development services. Our agile methodology and management tools guarantee deliveries that adapt to your needs.
As a Microsoft Solutions Partner, we have the competence and experience to use the most advanced technologies.
We have a team of more than 50 highly qualified human professionals consisting of analysts, designers, developers, testers, consultants, and project managers.
Over 15 years of experience
Frequently asked questions
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