Microsoft Dynamics 365 Customer Service Module and Sales Module of Dynamics 365 is a powerful tool used by the Bank to provide exceptional customer service and increase the sales effectiveness.

Direction Software implemented Microsoft Dynamics 365 Customer Service Module and Sales Module of Dynamics 365 for a major International bank located in the Gulf region for its customer care team to manage their customers better. The client was using a much older version of Microsoft CRM that was causing many issues and was no longer supported by latest browsers like Chrome and Firefox or by the latest Windows Server.

Direction have upgraded the CRM to Dynamics 365 v9.0 On-Premise. Many features and entities which were customized in MSCRM 2011 were changed in D365 using the out-of-box features. Few examples are by way of configuring the SLA Module, Email Templates and using the OOB entities.

There were many features which were hard coded and were changed to Dynamic in Dynamics 365 CRM using the Out of the Box features.