CX Technology
Customer experience, powered by Microsoft Dynamics 365
We design and deliver customer-facing solutions on Microsoft Dynamics 365 and the Power Platform—helping teams connect data,
streamline service, improve sales effectiveness, and create consistent experiences across channels.
Our areas of speciality
Capabilities mapped to customer journeys, powered by Dynamics 365 and the Power Platform.
CRM (Customer Engagement)
A single view of customer, relationship management, pipeline and service context.
- Dataverse data model & integration patterns
- Security roles, teams, and governance
- Reporting and insights (Power BI-ready)
Customer Service
Case management, knowledge, SLAs, queues and omnichannel service experiences.
- Routing, swarming and escalation design
- Knowledge and deflection
- Quality monitoring & service analytics
Contact Centres
Connect channels and agents with consistent workflows, visibility and controls.
- Omnichannel patterns (voice/chat/email)
- Agent experience and scripting
- WFM/WFO and telephony integration approach
Sales
Pipeline management, playbooks and forecasting to improve sales outcomes.
- Lead-to-opportunity process design
- Territory/assignment and approvals
- Dashboards, KPIs and adoption routines
Marketing
Campaign execution, segmentation and journey-based engagement.
- Audience design and consent considerations
- Journey and campaign performance measurement
- Lead nurturing aligned to sales handover
How we work
A pragmatic delivery approach focused on value and adoption.
- Discover: outcomes, journeys, processes, data, constraints
- Design: target model, backlog, architecture, governance
- Deliver: configure/build, integrate, test, train, launch
- Optimise: measure, refine, scale across teams/channels
Case studies
A snapshot of the kinds of outcomes we deliver (replace details with your approved client names if needed).
Relationship Management & 360° Customer View
Challenge: Fragmented customer information across channels and teams; inconsistent follow-up.
What we delivered: Dynamics 365 CRM with a unified customer profile, activities, pipeline and service context; role-based dashboards.
Outcome: Improved visibility, cleaner handovers, and stronger governance of relationship activities.
Case Management, SLAs & Knowledge Deflection
Challenge: Long resolution times and inconsistent service quality across teams.
What we delivered: Dynamics 365 Customer Service with queues, SLAs, knowledge articles, and analytics to identify bottlenecks.
Outcome: More consistent handling, clearer accountability, and a foundation for continuous improvement.
Omnichannel Agent Experience & Routing Design
Challenge: Multiple inboxes and channels with no unified routing or customer context for agents.
What we delivered: Omnichannel patterns (chat/email), routing rules, agent scripts and knowledge integration; reporting for service volumes.
Outcome: Faster triage, improved consistency, and better visibility of demand drivers.
Lead-to-Opportunity with Playbooks & Forecasting
Challenge: Low adoption of CRM and unreliable pipeline reporting.
What we delivered: Simplified sales process, playbooks, approvals, and dashboards aligned to sales leadership routines.
Outcome: Better pipeline hygiene and a clearer view of performance drivers.
Campaign Measurement & Lead Nurture Alignment
Challenge: Limited visibility of marketing effectiveness and weak handover to sales.
What we delivered: Campaign tracking, segmentation and reporting approach; defined lead stages and handover criteria to sales.
Outcome: More accountable campaigns, clearer conversion insights, and smoother collaboration.
Want outcomes like these?
Tell us what you’re trying to achieve and we’ll propose a delivery approach that fits your timelines and governance.