CRM (Customer Relationship Management)
Microsoft Dynamics 365 Customer Engagement (CE) is Microsoft’s modern CRM suite that unifies sales, marketing, customer service, alongside field service. Designed to help businesses build strong customer relationships and deliver personalized experiences, Dynamics 365 CE drives loyalty and growth through predictive customer needs with AI and automation.
The Impact of CRM
Personalized Customer Insights
Analyze customer behavior, predict needs, and deliver personalized experiences with AI-driven processes across sales, service, and marketing.
Smarter Operations with Predictive Assistance
Boost productivity on sales forecasting, lead scoring, and automated service resolutions to help teams close deals and resolve cases faster.
360° View of Customers
Connect every touchpoint into a single customer profile enriched with AI insights for a stronger engagement and more effective relationship management.
Process Automation
Automate repetitive tasks like follow‑ups, case routing, email outreach, and pipeline management using AI-driven workflows—increasing accuracy and responsiveness.
A Smarter Approach to CRM Transformation
Our team combines deep industry knowledge with proven experience in Dynamics 365 implementation across multiple sectors. With technical expertise and business insight, we guide you through every step—from planning to adoption—to maximize ROI and accelerate success.
Dynamics 365 Sales
Is a cloud-based CRM solution that helps sales teams manage the entire selling process, from capturing new leads to closing deals. With builtin insights, analytics, and forecasting tools in one platform, teams can predict revenue more accurately and track performance across products, territories, and sales representative.
- Lead Management, Contract and Account Management, Opportunity and Pipeline Management, Product and Price List Management, Sales Reports and Analytics
Dynamics 365 Customer Insights – Journeys
Helps marketers deliver personalized customer experiences across channels like email, SMS, mobile notifications, and other digital touchpoints. Dynamics 365 Customer Insights (CI) lets teams build precise segments, automate campaigns, manage events, run A/B tests, and track the performance of every activity with ease.
- Customer Management, Campaign Management, Event Management, Customer Journey, Customer Segmentation, Email Marketing, Lead Generation and Scoring, Marketing Analytics and Insights
Dynamics 365 Customer Service
Delivers faster, more personalized support for organizations. Dynamics 365 gives service teams the tools to manage inquiries—from case and ticket tracking to viewing a complete history of customer interactions in one place. With a builtin knowledge base, interactive dashboards, selfservice portals, and guided processes, agents can resolve issues more efficiently.
- Case Handling, Issue Management, Ticket Management, Automated Case Creation, Knowledge Base, Service Level Agreement, Contract Management
Dynamics 365 Field Service
Gives service teams a unified platform to manage field operations. It supports endtoend service delivery with tools for contract management, asset tracking, scheduling and dispatching, technician coordination, and inventory control— all enhanced by a mobile app that keeps staff connected on the go.
- Work Order Management, Job Scheduling, Technician Management, Schedule Optimization, Inventory and Parts Tracking, Customer Asset and Equipment Management, Contract Management, Timesheets
I think what sets Hitachi Solutions apart is really wanting to understand our business. They really think big picture. When we started our engagement, we spent probably four to six weeks of just discovering, really understanding what we were trying to accomplish. It was incredibly important how closely they partnered with us and their role in facilitating best practices.
Jeff Serpas, Business Relationship Manager of Customer Experience, Intralox
