Isolated platforms. Fragmented results. What if they worked as one?
Replace your legacy CRM with Microsoft Dynamics 365 Sales, Customer Service and Contact Centre, uniting every customer interaction on one platform built to work as one.
Delivering proven CRM replacement outcomes
across UK enterprise & public sector
Union Investment
5.8 million clients, one connected CRM experience. As one of Germany’s leading fund companies, Union Investment manages €413 billion in assets and serves 5.8 million clients. To modernise its customer engagement, the company replaced its legacy CRM with Microsoft Dynamics 365, giving 800+ sales users a single source of truth and a unified 360-degree view of clients across its cooperative banking network.
“This CRM system combines a variety of previous systems into one system which allows us to simplify our architecture landscape and take out complexity.”
Sami Youcefi-Neumann, Team Manager, Projects and Digital Transformation
“A year on, we are seeing some really positive impacts: a reduction in complaint numbers, greater ownership, increased usage of the system and real-time data analysis.”
Stephanie Gardner, Head of Customer Contact, Warwickshire County Council
Warwickshire County Council
620,000 residents, one digital platform. Twelve service areas, from highways to welfare support, now run through a single Dynamics 365 platform, cutting payment processing to a day and a half, and giving officers a real-time view of demand.
Nobody plans a
fragmented CRM
Enterprises never set out to build a fragmented CRM. It happens gradually, through business expansion, acquisitions, and point solutions bolted onto an ageing platform, until sales, service and marketing are each working from a different picture of the customer. Maintaining these disconnected systems now threatens operational stability and customer relationships.
73%
Of sales operations time is now spent on non-sales functions, a huge jump from the 39% reported in 2019, as reps and their teams are pulled into admin and searching for customer information across disconnected systems. (Gartner, 2023)
29%
Of the average working week, 11.6 hours, is spent by knowledge workers searching for information trapped in disconnected systems, time that should go towards serving customers across sales, service and marketing. (Forrester Consulting, 2023)
40%
Of agentic AI CRM projects are predicted to be cancelled by 2027, as escalating costs, unclear business value and inadequate risk controls stall projects that were never built on a unified, trustworthy view of the customer. (Gartner, 2025)
The four enterprise fracture points
A Dynamics 365 platform
built to work as one
The alternative to a fragmented legacy CRM is Microsoft Dynamics 365: one connected platform for sales, service and customer engagement. The change compounds fast: full customer histories in one place, faster response times, and AI that actually understands your customer.
Pillar 1
Dynamics 365 Sales and Customer Service: Microsoft Dynamics 365 unifies sales, service and field service workflows so every team works from the same customer record.
Pillar 2
Integrated Contact Centre (CCaaS): Integrated CCaaS capabilities connect contact centre channels directly to the same customer data that sales and service teams use.
Pillar 3
Unified Data Foundation: Microsoft Dataverse and Microsoft Fabric establish a unified data model, removing departmental data silos.
Pillar 4
Governed Process Automation: Microsoft Power Platform provides secure low-code automation capabilities without generating shadow IT.
Pillar 5
AI That Understands Your Customer: Embedded Microsoft Copilot AI uses clean, unified customer data to help sales and service teams respond faster and more accurately.
Tailored value for the teams
who own customer engagement
Give reps one connected view of every account, from first contact to renewal, so time goes into selling rather than searching for information across systems.
See full customer context the moment a case lands, so more issues resolve on first contact instead of after a search across six systems. Warwickshire County Council now runs twelve service areas this way, cutting payment processing to a day and a half and giving officers a real-time view of demand across 620,000 residents.
Connect sales, service and contact centre so customers get a consistent experience wherever they reach out. It is the model behind Union Investment’s move to Dynamics 365, giving 800+ sales users a unified 360-degree view of every client.
Deliver strict governance, security and complete TCO predictability, without slowing down the customer-facing teams who depend on the platform every day.
The safest way to
move off your legacy CRM
Hitachi Solutions is a Microsoft-only partner with deep Customer Engagement, Power Platform and Contact Centre expertise, built to modernise how enterprises engage their customers. Our advantage is a grounded, repeatable way of making transformation projects work: defensible programmes, led by experts that reduce time to value while managing risk at every stage. We have proven this across complex, multi-year Dynamics 365 programmes, giving risk-averse buyers the governance, security and TCO predictability they need.
Design your CRM to work as one
Understanding what your legacy CRM is really costing your sales and service teams is the first step toward a platform built to work as one. Engage directly with the Hitachi Solutions team to review your current systems, quantify the hidden cost of fragmentation, and define a clear path to Dynamics 365.
Speak to our team