Microsoft Dynamics 365 Customer Engagement (CRM)
Have better customer interactions with Microsoft Dynamics 365 Customer Engagement
Microsoft Dynamics 365 Customer Engagement (CRM)
Microsoft Dynamics 365 Customer Engagement (CRM) helps organisations in BFSI, Real Estate, Healthcare, Logistics, Services and other industries manage every customer interaction in one place.
With an integrated, data driven and flexible CRM platform, your sales, marketing, customer service and field teams get real time insights to build stronger, longer lasting relationships.
Direction Software LLP, Mumbai, is one of the first Microsoft Dynamics 365 partners in India with 60+ CRM implementations across multiple industries.
Your path to success with Microsoft Dynamics 365 Customer Engagement (CRM)
CRM Applications
Microsoft Dynamics 365 Customer Insights (Marketing)
CRM for Marketing helps you grow your business by engaging with customers in real-time and elevate the customer experience. It enables you to further strengthen customer relationships by orchestrating personalized journeys across all touchpoints. You can create omnichannel marketing campaigns, do lead nurturing, and align the objectives of the sales and marketing teams.
Microsoft Dynamics 365 Sales
CRM for Sales helps build a high-performing sales team by providing them real-time sales insights. It guides them to find the right prospects and customers from multiple sources and build a sales pipeline with high-quality leads. Sales team members can work from anywhere and at any time. The insights provide them knowledge about the next best step to take for further strengthening customer relationships.
Microsoft Dynamics 365 Customer Service
CRM for Customer Service allows customer service personnel to provide consistent, connected support across multiple channels. It also enables them to create upsell or cross-sell opportunities using contextual customer data. It includes AI-powered service bots that free up some of the agent’s time and allow them to focus on more high-value interactions.
Microsoft Dynamics 365 Field Service
CRM for Field Service lets customers schedule appointments at their convenience, monitor service through a customer portal, and allow real-time tracking of the field service operators. The field service agents can quickly detect and resolve issues with IoT powered assistance. It boosts productivity by allowing field service teams to automate work orders, scheduling, and dispatching.
Microsoft Dynamics 365 Project Operations
CRM for Project Operations connects your sales, project management, and finance teams to win more deals, improve profitability, and deliver projects quicker. It provides the visibility, collaboration, and agility needed to drive success across your project-centric business—from prospects to payments to profits.
Why Businesses need CRM
As organisations grow, customer data quickly gets scattered across spreadsheets, emails and standalone systems,
making it difficult to get a single view of each relationship.
- Teams miss follow ups because interactions are not tracked in one central CRM system.
- Management does not get accurate, real-time reports by product, region or industry segment.
- Service teams cannot see the complete history of complaints, enquiries and commitments.
- Marketing finds it hard to measure ROI from campaigns across different channels.
These challenges clearly show the need of CRM for any growing business, whether you are in BFSI, Real Estate, Healthcare, Logistics or other industries. Microsoft Dynamics 365 Customer Engagement provides a unified platform to capture every interaction, standardise processes and give you actionable insights.
CRM for Different Industries
The way CRM is used in each industry is different, but the goal is always the same – to improve customer experience and increase revenue.
Direction Software has implemented Microsoft Dynamics 365 CRM for organisations in BFSI, Real Estate,
Healthcare, Logistics, Services and other industries in India and overseas.
CRM for BFSI Industry
In the BFSI industry, CRM helps banks, NBFCs and insurance companies track every lead and application from the first enquiry to disbursal or policy issuance.
- Capture leads from website, branches, call centres and partners in one CRM pipeline.
- Standardise KYC, documentation and approval workflows across branches.
- Provide relationship managers with a single view of all accounts, interactions and opportunities.
CRM for Real Estate Industry
In the Real Estate industry, CRM helps developers and brokers manage project‑wise inventory, site visits and channel partner performance in one place.
- Track enquiries by project, unit type, channel partner or campaign.
- Schedule and monitor site visits, follow‑ups and booking stages.
- Get real‑time visibility of pipeline, collections and unsold inventory.
CRM for Healthcare Industry
In the Healthcare industry, CRM supports hospitals, clinics and diagnostic chains in delivering a consistent patient experience across all touchpoints.
- Track patient and corporate enquiries from website, call centre and walk‑ins.
- Automate appointment reminders, follow‑up communication and feedback requests.
- Maintain a single, secure view of patient interactions across departments.
CRM for Logistics and Services
For Logistics, Supply Chain and Service organisations, CRM helps manage enquiries, contracts, tickets and SLAs across multiple geographies.
- Log and prioritise service tickets from multiple channels.
- Track contract renewals, rate revisions and service level commitments.
- Give sales and operations teams one shared view of customers and shipments.
Business advantages of Microsoft Dynamics 365 CRM across Industries
These advantages apply whether you are in BFSI, Real Estate, Healthcare, Logistics or other industries.
Get Real-time Insights
Omni-channel Capabilities
Integrated A.I. Capabilities
Customizable and Flexible
Easy to Scale as per Business Requirements
Powerful Integrated Solution
CRM examples from Different Industries
Here are a few practical CRM examples that show how Microsoft Dynamics 365 Customer Engagement is used in different industries.
BFSI Example: A NBFC captures all loan enquiries from the website, field sales and contact centre into one CRM pipeline and automates reminders for document collection and approvals.
View BFSI Case Studies
Real Estate Example: A developer tracks project‑wise inventory, manages site visits and measures the performance of each channel partner through CRM dashboards and reports.
View Real Estate Case Studies
Healthcare Example: A network of clinics centrally records patient enquiries, appointment requests and follow‑up communication, ensuring no patient interaction is missed.
View Healthcare Case Studies
Logistics Example: A logistics provider logs customer issues, assigns them to the right team, monitors SLAs and analyses complaint trends for continuous improvement.
View Logistics Case Studies
These CRM examples highlight how the same Microsoft Dynamics 365 platform can be tailored to the specific needs of your industry.
Direction Software service offerings
Upgrade / Migration
Implementation
Support Services
Training
Direction Software’s Expertise
Microsoft Gold Certified partner since 2002
Expertise on Microsoft Dynamics 365 and Microsoft Dynamics CRM since version 3.0
Experience and success with multi-site, global deployments and upgrades
The Direction Software Advantage
60+
CRM Implementations
20+
Microsoft Certified Professionals
1100+
Man Years Experience
Some of our Microsoft Dynamics 365 Customer Engagement clients
Microsoft Dynamics 365 Customer Engagement (CRM) Testimonials
Our Microsoft Dynamics 365 Customer Engagement implementations cover clients in the BFSI, Real Estate, Healthcare, Manufacturing and Services industries
As part of a global effort to move our family of companies to MS Dynamics CRM, BRANDTECH Scientific engaged with Direction Software to provide design and implementation services for both our U.S. entity and our sister company in India. Since this initial implementation in 2018, we have continued to rely on Direction for additional business solutions within MS Dynamics. Direction has helped us successfully navigate native Dynamics functionality, and provided effective custom solutions whenever needed.
Thanks to our close partnership with Direction, multiple functional groups, including Sales, Marketing, Product Management and Customer Service are able to leverage MS Dynamics for a range of efficient processes.
BrandTech Scientific Inc.
Douglas Kelley – Director of Digital Business Strategy & IT
I am happy to share this feedback that I always had the pleasure of working closely with the DIRECTION team since 2017 and it’s a wonderful journey. Indospace Development Management Pvt. Ltd. got engaged with Direction Software for implementing Microsoft Dynamics CRM in2017 and I must say the team understood the requirements and our business and always helped us in providing the best solution in minimal time.
A BIG THANK YOU to the Direction Team, especially Shalini, Priya and Girish for continuous support and doing a great job. Keep up the good work.
IndoSpace Development Management Pvt. Ltd.
Anil Khamkar – Senior Manager – Information Technology
Normally feedback is only being shared when things are not going well. Today I want to share feedback with you because something went extremely well.
Since we are finally going to launch our BPF to our users, the weekend busy with preparation work.
Thanks to the great Direction team for being there for us even on weekends!
Sunacare
Douglas Kelley – Director of Digital Business Strategy & IT
I would like to extend our appreciation for the amazing work done by you on CRM and CRM KAMLS. the professionalism that you have shown has impressed the entire team immensely.
Barclays
Sudheer Singh – Tech Partner