Build your systems to work 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.
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 now goes to non-sales work, up from 39% in 2019, as reps search across disconnected systems instead of selling.
29%
of the average working week (11.6 hours) is lost searching for information trapped in disconnected systems, time that should go to customers.
40%
of agentic AI CRM projects are predicted to be cancelled by 2027, stalled by unclear value and risk controls on data that was never unified.
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.
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.
Integrated Contact Centre (CCaaS)
Integrated CCaaS capabilities connect contact centre channels directly to the same customer data that sales and service teams use.
Unified Data Foundation
Microsoft Dataverse and Microsoft Fabric establish a unified data model, removing departmental data silos.
Governed Process Automation
Microsoft Power Platform provides secure low-code automation capabilities without generating shadow IT.
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.
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
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.
Explore this topic further
Why AI Keeps Stalling: The Legacy CRM Problem Nobody Wants to Fix
Organisations that have run an AI pilot in the last two years tend to tell a version of the same story; the model performed well, but the operational results fell short. Gartner projects more than 40% of agentic AI projects will be cancelled by the end of 2027 due to escalating costs, unclear business value, or inadequate risk controls.
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.