Dynamics 365

We design, deliver and govern Dynamics 365 Customer Engagement for small, medium and large organisations that want CRM to drive real sales and service outcomes, not just go live. We’ve led D365 transformations at BOQ Group and other enterprises and now we partner with organisations to deliver Sales, Service, and Customer Insights outcomes that actually get adopted. Our Dynamics 365 CE Implementation Blueprint turns your goals into a practical delivery plan, prioritising out‑of‑the‑box configuration and the changes that matter most: people, user experience and business process.

Dynamics 365 Image

Anteri Advisory is a Microsoft Partner

Our Experience

We’ve led Dynamics 365 CE programs from smaller rollouts through to complex, multi‑year transformations, including:

  • BOQ Group – Transformed customer experience with D365 CE, delivering cloud-based CRM that improved sales pipeline visibility and service quality
  • Enterprise Deployments – Multi‑year Dynamics 365 Customer Engagement programs delivering Sales, Service and Customer Insights with strong adoption and measurable outcomes.
  • Case Studies: BOQ Cloud Transformation | BOQ CRM Journey

Overview

Dynamics 365 Customer Engagement brings together Sales, Customer Service and Customer Insights so your teams can see the same customer, act on the same data and coordinate activity from first contact through to long‑term relationships. We help organisations use Dynamics 365 Customer Engagement to improve pipeline and sales execution, deliver consistent customer service, and orchestrate customer journeys and insights that strengthen relationships. We can engage as an advisory partner, provide independent assurance of a partner’s delivery, or deliver ourselves — including reviews when you’re concerned a system integrator is over‑customising instead of using out‑of‑the‑box Dynamics 365 capabilities.

A Dynamics 365 program isn’t “just a CRM build”. It changes customer experience, staff workflows, operating rhythm, reporting, and governance. We offer a blueprint that creates clarity early so everyone is anchored on the why, the what, and the how before serious investment begins.

Customer Engagement Capabilities

Dynamics 365 Sales

  • Lead, opportunity, and pipeline management aligned to your sales motion
  • Forecasting, reporting, and executive visibility that teams trust
  • Activity management and productivity improvements (tasks, emails, meetings)
  • Sales process consistency across regions / teams without slowing reps down

Dynamics 365 Customer Service

  • Case management design (types, routing, queues, SLAs, knowledge)
  • Consistent service processes across channels and teams
  • Agent experience optimisation (forms, views, dashboards, productivity)
  • Service reporting that improves quality, speed, and customer outcomes

Dynamics 365 Customer Insights (Data & Journeys)

  • Customer segmentation and audience building that’s usable by the business
  • Journey design and orchestration (including events and lifecycle comms)
  • Consent, preference management, and governance aligned to your risk profile
  • Measurement model: engagement, conversion, retention, and funnel impact

Why clients engage with us

Clients engage us when they need Dynamics 365 to support growth, give better visibility of customers and make life easier for their teams

  • A trusted, senior-led Customer Engagement partner who can cut through complexity
  • Right‑sized delivery and governance so smaller teams get structure without enterprise‑level overhead.
  • Confidence in solution design, data model, security, and environment strategy
  • A clear path from “requirements” to configured, tested, adopted releases
  • Pragmatic governance to avoid platform debt and rework
  • Independent assurance when you’re worried your implementation partner is custom‑building features that Dynamics 365 already provides out of the box — helping you avoid unnecessary complexity and long‑term platform debt.
  • Delivery support that balances pace with quality and control
  • Anteri Advisory is a registered Microsoft Partner

Engagement Options

We offer four ways to engage depending on what you need right now: Advisory, Assurance, Delivery, or Ongoing Partnership — all designed to build trust, reduce risk, and deliver measurable outcomes.

Customer Engagement Health Check (2–4 weeks) – Advisory

Best when you want a clear view of how Dynamics 365 is set up today and a simple, prioritised roadmap for improvements.
Includes (typical): platform review, user/process review, risks/opportunities, quick wins, and a pragmatic roadmap.

Delivery Governance & Design Assurance (project-based) – Assurance

Best when you’re already working with a Microsoft partner or internal team and want independent senior oversight — especially if you’re concerned they’re not using out‑of‑the‑box Dynamics 365 capabilities and are introducing unnecessary customisations.
Includes (typical): design assurance, backlog shaping, release readiness checkpoints, risk/RAID oversight, adoption measures and tracking, plus proactive checks that designs favour configuration and out‑of‑the‑box features over custom code wherever possible.

Customer Engagement Delivery (project-based) – Delivery

Best when you want a practical Dynamics 365 Sales, Service and/or Customer Insights implementation that fits your size, budget and pace.
Includes (typical): discovery and backlog shaping, CE solution design (data/security/automation/integrations), configuration and release planning, testing support, training and adoption enablement, early-life support. Common patterns: phased rollout, MVP first, module-by-module (Sales → Service → Customer Insights), or “stabilise then uplift” for existing environments.

FAQs

How long does a typical D365 CE implementation take?

It depends on scope, but typical timelines range from 3-6 months for a focused Sales or Service module rollout, to 9-12 months for a full Customer Engagement transformation across Sales, Service, and Customer Insights. We prioritise MVP-first delivery, so you see value in weeks, not quarters—with phased releases that build momentum and adoption iteratively.

How do you ensure adoption?

Adoption is built into our delivery approach, not bolted on afterwards. We focus on user experience design (forms, views, processes that make sense), early and continuous training (not just “launch day”), business champions (embedded advocates in each team), and usage tracking with clear metrics. We also design processes that genuinely improve how teams work—if the platform makes their job harder, it won’t stick. Adoption is a non-negotiable outcome, and we measure it.

Can you work with our existing Microsoft partner?

Absolutely. We can engage as an independent assurance partner, providing design oversight, quality gates, and governance while your existing partner delivers. This gives you senior technical leadership without disrupting existing relationships. We also partner directly with other consultancies on large programs where our D365 CE expertise complements their broader capabilities.

Do we need to migrate from our current CRM?

Not always. If your current CRM data is clean, structured, and relevant, we can migrate it. But often a “fresh start” with D365 CE is faster and cleaner—especially if your existing CRM has accumulated years of poor data quality, unused customisations, or process debt. We’ll assess your current state and recommend the pragmatic path: migrate what matters, leave behind what doesn’t, and design the new platform for how you want to work going forward.

Start a conversation

Let’s build confidence and momentum together. Share your goals, constraints, and timeline — we’ll come back with a clear recommended next step.

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