DE EN
Book →

01 · Dynamics 365 CRM

CRM that's not just installed — it's owned.

Dynamics 365 from first requirement to 24/7 operation. Sales, Customer Service, Marketing, Field Service — and the Power Platform around it.

Start a project See the lifecycle ↓

The lifecycle

Seven stations. One team.

01 / 07

  1. 01 Requirements

    Workshops that get to the point.

    We sit down with your stakeholders, listen, ask sharply. Result: a specification that maps your processes — not a wishlist.

    Output: Specification document

  2. 02 Advisory

    Strategy, not boilerplate.

    License model, Sales / Service / Marketing focus, cloud or hybrid, roadmap. Everything tied to your reality — not to a Microsoft slide.

    Output: Strategy & roadmap

  3. 03 Architecture

    A data model that holds.

    Dataverse model, integration points, security and scaling concept. We build architectures that still carry weight in five years — not ones that buckle on the first extension.

    Output: Architecture document

  4. 04 Customizing & Dev

    Built, not clicked together.

    Configuration before code, code before workaround. Plugins, PCF components, Power Platform and .NET — where it makes sense, at the right depth.

    Output: A working system

  5. 05 Migration

    Data, moved without drama.

    Legacy CRMs, Excel sprawl, on-prem to cloud. Mapping, cleanup, validation, cutover plan. When go-live arrives, everything is in.

    Output: Complete data migration

  6. 06 Training

    So the system actually gets used.

    Users, power users, administrators, developers — every role gets its training. Hands-on, in your environment, with your processes.

    Output: Enabled teams

  7. 07 Operations

    We stick around.

    SLAs, monitoring, updates, evolution. Whoever knows the architecture runs it better. One point of contact, clear response times.

    Output: Stable operation

Capabilities

The full Microsoft universe.

Sales

Pipeline, forecast, quotes.

Customer Service

Cases, SLAs, omnichannel.

Marketing

Customer Insights, journeys.

Field Service

Appointments, technicians, dispatch.

Power Platform

Apps, Automate, BI, Pages.

Integrations

ERP, web, mail, telephony, AI.

Communication & engagement

Reach customers where they already are.

We connect Dynamics 365 to the channels your customers use every day.

CHANNEL

WhatsApp Business

Service cases, order confirmations, appointment reminders — directly in chat. Fully integrated with Customer Service: every conversation becomes a case, every reply documented.

  • Cloud API
  • Templates
  • Case routing

SYNC

Your tools — connected.

Existing newsletter platforms stay — we connect them cleanly to Dynamics: segments out of the CRM, engagement data back. One source of truth, no duplicate-maintenance drama.

  • Emarsys
  • Mailchimp
  • CleverReach
  • + more

Plus non-Microsoft channels: telephony, SMS, chatbots, social. We build interfaces without holy wars — whatever fits your stack gets connected cleanly.

Training & enablement

Bookable separately

Training that matches the phase.

Preparatory, alongside, or after rollout — even without implementation by us.

Phase 01 · Before

Preparatory seminars

Before you make a platform decision. What is Dynamics 365, really? Where are the strengths, the limits, the costs? Realistic expectations, no Microsoft slides.

Leadership, IT management, project initiators

Phase 02 · During

Alongside the rollout

Train-the-trainer, power-user workshops, change management. So at go-live it's not just the system that runs — but the people who follow.

Power users, key users, internal trainers, admins

Phase 03 · After

End-user training

Hands-on in your environment, with your processes, your data model. Per role, at the right depth — not the standard Microsoft curriculum.

Sales, Service, Marketing, Field, Admins

In-house, remote or hybrid. In German or English.

FAQ

What clients often ask.

  • Do you also take over an existing CRM from another partner?

    Yes, regularly. We do a free audit of the existing implementation, document the as-is state, and then move everything into a clean handover process.

  • We don't have a specification — can you work it out with us?

    That is actually the more common case. In two to four workshops we turn your processes into a specification document — one you can also keep using independently of us.

  • What does a typical migration from Dynamics 2016 or on-prem look like?

    Six phases: analysis, data model mapping, pilot migration, validation, cutover plan, final migration. Typical duration 3–6 months, depending on data volume and customization depth.

  • Do we have to buy Microsoft licenses through you?

    No. You buy licenses directly from Microsoft or through your licensing partner. We advise neutrally — no commission, no push.

  • What happens if you go offline — how big is the risk with a lean firm?

    Code, documentation and architecture are kept as handover-ready as possible. We work in a trust network that can step in if needed. And the honest point: every consulting relationship is a risk — we make it transparent rather than hide it.

Let's talk about your CRM.

30 minutes, free. One point of contact, clear answers.

Book a call soho@soho.at