Build Stronger Customer Relationships at Scale

Microsoft Dynamics 365 Customer Engagement
1Dynamics implements, configures, and manages the full Microsoft Dynamics 365 Customer Engagement suite Sales, Customer Service, Field Service, and Customer Insights so your team can engage customers with confidence, clarity, and speed.
What Sets Us Apart
  • Data-Driven Strategies
  • Proven Results
  • Scalable Growth
  • Trusted Expertise
CE Hub Services

Full-Lifecycle Services Across Every Customer Engagement Hub

From initial design and deployment through to ongoing optimisation and managed support, 1Dynamics covers each CE hub with deep functional and technical expertise.
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One Partner for the Entire CE Ecosystem

Most organisations run multiple CE hubs — and most partners specialise in just one. 1Dynamics architects the full CE platform, ensuring your Sales, Service, Field Service, and Customer Insights environments share a consistent data model, security framework, and integration layer. No silos. No handoffs between separate vendors.

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D365 Sales

Sales Hub

We implement and optimise Dynamics 365 Sales to match your commercial process end to end from lead qualification and opportunity management through to CPQ, forecasting, and seller productivity tooling. Your sales team gets a CRM that reflects how they sell, not one they have to work around.

  • Lead and opportunity pipeline configuration
  • Sales stage and business process flow design
  • Sales stage and business process flow design
  • Sales forecasting and goal management
  • Copilot for Sales enablement and adoption
  • LinkedIn Sales Navigator integration

D365 Customer Service

Customer Service Hub

1Dynamics configures Dynamics 365 Customer Service to streamline case management, multi-channel routing, and SLA governance. We set up the Omnichannel layer voice, chat, email, and social and ensure your service agents have the context they need to resolve cases faster, with embedded Copilot assistance and a full customer activity timeline.

  • Case management and queue configuration
  • SLA and entitlement policy setup
  • Omnichannel for Customer Service deployment
  • Knowledge base and article management
  • Customer satisfaction (CSAT) survey automation
  • Copilot for Service — AI-assisted case resolution

D365 Field Service

Field Service Hub

For organisations with mobile workforces, 1Dynamics implements Dynamics 365 Field Service to manage work orders, technician scheduling, preventative maintenance, and asset tracking. We configure the intelligent scheduling engine to optimise dispatch based on skill, location, and availability reducing travel time and improving first-time fix rates.

  • Work order lifecycle and service agreement setup
  • Resource and skills management configuration
  • Universal Resource Scheduling (URS) deployment
  • Mobile app rollout for field technicians
  • IoT-connected asset monitoring setup
  • Preventative maintenance and inspection forms

D365 Customer Insights

Marketing & Customer Insights Hub

1Dynamics implements Dynamics 365 Customer Insights to unify customer data, build rich segments, and orchestrate personalised journeys across email, SMS, and digital channels. We configure the Customer Data Platform (CDP) layer — connecting your CE, BC, and third-party data sources — to give marketing and commercial teams a single, accurate customer profile to act on.

  • Customer Data Platform (CDP) configuration
  • Data source unification and profile stitching
  • Real-time journey orchestration setup
  • Segment builder and AI-driven insights
  • Email, SMS, and push channel deployment
  • Marketing analytics and attribution reporting
Training & Enablement

CE Adoption That Actually Sticks

The most common reason CE investments underperform is low adoption not a technology problem, but a training one. 1Dynamics runs role-specific training programmes tied to your actual CE configuration, so users learn the system as it exists in your environment, not a generic demo instance.
Sales Teams

Sales Hub & Seller Productivity

Pipeline management, activity logging, opportunity stages, quote generation, forecasting, Copilot for Sales, and integrating selling workflows with Outlook and Teams.

Service Teams

Customer Service & Case Management

Case creation and routing, SLA management, knowledge base usage, Omnichannel agent workspace, Copilot for Service, and CSAT survey handling.

Field Technicians & Dispatchers

Field Service Mobile & Scheduling

Work order management on the mobile app, time and expense capture, schedule board navigation, and service agreement handling for frontline and dispatch teams.

Marketing Teams

Customer Insights & Journey Orchestration

Segment creation, real-time journey canvas, email and SMS deployment, A/B testing, analytics dashboards, and managing customer consent and GDPR compliance within CE.

Admins & Power Users

CE Administration & Power Platform

Dataverse administration, security role management, Power Automate flow maintenance, solution layer management, environment strategy, and ALM best practices across CE.

Industry Solutions

CE Configured for the Way Your Industry Engages Customers

Customer engagement looks different in every sector. 1Dynamics brings industry-specific CE configuration patterns, so your team hits the ground running from day one.

Professional Services

Manage client relationships from initial pursuit through to project delivery and renewal. 1Dynamics configures CE to track opportunity-to-engagement conversion, manage stakeholder contacts, automate engagement reporting, and surface upsell signals at exactly the right moment in the client lifecycle.

  • Pursuit and pipeline management
  • Client relationship hierarchy mapping
  • Project status and health tracking in CE
  • Renewal and cross-sell opportunity alerts

Real Estate & Property

Track leads from first enquiry through listing, inspection, offer, and settlement. 1Dynamics builds CE to manage property portfolios as accounts, buyers and tenants as contacts, and automates follow-up sequences so no opportunity goes cold between viewing and contract.

  • Property-as-account data model setup
  • Buyer and tenant journey orchestration
  • Automated inspection and offer follow-up
  • Agent activity and performance dashboards

Financial Services

Build compliant, relationship-led adviser workflows across wealth management, lending, and insurance. 1Dynamics configures CE to manage adviser books of business, automate review and compliance touchpoints, and deliver personalised client communications through Customer Insights journeys.

  • Adviser and client relationship management
  • Review cycle and compliance automation
  • Product holding and needs analysis tracking
  • Regulatory consent and disclosure logging

Field Service & Utilities

Deploy D365 Field Service across asset-intensive operations whether utilities, equipment maintenance, or facilities management. 1Dynamics configures asset registers, preventative maintenance schedules, and mobile technician workflows to reduce downtime and improve first-time fix rates.

  • Asset and equipment register in Dataverse
  • Preventative maintenance scheduling
  • IoT-triggered work order generation
  • Technician mobile app and offline capability
Microsoft Ecosystem

CE Works Best When the Whole Platform Works Together

Dynamics 365 Customer Engagement is most powerful as part of a connected Microsoft estate. 1Dynamics configures and maintains every integration so your CE data flows cleanly across the tools your teams rely on every day.

Outlook

Email and calendar sync, contact tracking, and CE record creation from inbox

Microsoft Teams

CE record collaboration, deal rooms, and Copilot meeting summaries

LinkedIn Sales Nav

Prospect intelligence and InMail activity surfaced inside D365 Sales

Power BI

Embedded CE dashboards for pipeline, service KPIs, and customer health

Power Automate

Cross-system workflows, approval chains, and CE trigger-based automation

Dataverse

Unified data platform shared across all CE hubs, Power Apps, and BC

SharePoint

Document management linked to CE accounts, contacts, and opportunities

Azure & Entra ID

SSO, user provisioning, MFA, and conditional access across CE environments

Microsoft Copilot

AI-assisted selling, case resolution, and journey personalisation across CE