Customer Relationship Management

Customer relationship management (CRM) tools are the backbone of most modern businesses. Eagle360 Consulting has a long history and deep experience with the Microsoft Dynamics 365 platform (formerly known as ‘Microsoft Dynamics CRM’); we consider it the world’s best CRM offering.

We are proud to be Microsoft Partners, and our consultants and developers are all certified on the latest version of the software. We have implemented Dynamics 365 for businesses of all types and sizes across many verticals. It gives these organisations the capabilities they need, from marketing automation and lead tracking to project management and customer service. We offer all Dynamics 365 modules, including:

  • Dynamics 365 for Sales
  • Dynamics 365 for Customer Service
  • Dynamics 365 for Field Service
  • Dynamics 365 for Marketing

Whether hosted in the cloud or on-premises, our solutions are designed and built to meet your business needs. Eagle360 Consulting’s dedicated team of experienced and Microsoft-certified professionals will drive your implementation from business requirements and solution design to delivery and support.

Who needs CRM?

Why does a business need CRM? Because keeping contacts, communications and customers organised can help you generate additional revenue and generate significant internal efficiencies. An effective CRM solution will:

  • Centralise your data, including contact details, sales leads, transaction histories, and service tickets
  • Improve internal efficiency and communication by reducing duplication of data entry, contact points and other data
  • Simplify management by making customers’ history and details available from a single source
  • Scale efficiently as your business grows and its needs change

We believe every business, no matter how large or small, can benefit from a suitable CRM implementation.

Microsoft Dynamics 365 for Sales

To make the most of every sales opportunity, your business needs tools to track leads, coordinate responses and personalise campaigns and offers. Your team needs easy-to-use tools to track contacts and information and to act as a central repository of customer data, including records of interactions, responses and transactions.

Thousands of companies around the world use Microsoft Dynamics 365 for Sales to maximise their effectiveness. It manages business connections and unifies data sources, increasing sales and marketing effectiveness. It can help reduce costs and increase profitability through sales force automation, improved customer service and marketing automation.

  • Track emails with Outlook integration and server-side tracking
  • Integrate processes and data with SharePoint
  • Deploy the included Android and iOS mobile app
  • Customise quickly and easily
  • Operate easily, thanks to a familiar user interface
Here's how business management solutions improve customer satisfaction.

Microsoft Dynamics 365 for Customer Service

Now more than ever, customers – and customer service – are critical to every business. Customers are demanding, and if they don’t get the service they expect, they’ll take their business elsewhere. On the upside, if they get good service, they’ll be loyal and understanding even if they run into problems.

Microsoft Dynamics 365 for Customer Service handles the entire sales process, from customer contact to problem resolution. It integrates seamlessly with your web page, so feedback or ‘contact us’ forms enter the system automatically, and case creation, order tracking, queuing (for calls) and skill-based routing (to send queries to the specialists with the skills to resolve them) are handled within the same system and interface.

  • Get a complete view of your customers so you can provide personalised service
  • Use AI to empower your agents
  • Access machine learning insights for up-selling and cross-selling
  • Route cases from multiple channels including phone, website and social media
  • Customise tools and workflows to match your business processes

Microsoft Dynamics 365 for Field Service

Managing teams in the field can be challenging. Customers value personal service, so you don’t want your representatives to miss a meeting or turn up with the wrong briefing. You also want to ensure they’ve got the case history and information they need to do their work and satisfy their customers.

Microsoft Dynamics 365 for Field Service makes things simple. It allows you to create customer profiles and records for equipment, schedule maintenance, assign teams and organise emergency or unscheduled maintenance when needed. By keeping a register of team members’ skills, location and job calendars, you can optimise their time and productivity, maximising your organisation’s efficiency and minimising customer downtime.

  • Automate scheduling, so it’s easy to assign the right technician and resources
  • Empower technicians with a complete view of the customer and job
  • Customise the standard mobile app to meet your team’s needs
  • Integrate with IoT devices to ensure technicians are only dispatched when needed
  • Engage customers with self-service portals, technician tracking and pro-active updates

Microsoft Dynamics 365 for Marketing

Effective marketing is vital for any modern business. Customers and stakeholders want information, and they don’t want to wait. Personalised messaging and the ability to interact with your brand from any device, at any time and from any location are a must.

Microsoft Dynamics 365 for Marketing gives your business the tools it needs to generate, nurture and close leads across platforms, devices and media. It offers a full suite of personalisation tools to ensure your customers are treated as individuals, not data points. It also aligns sales and marketing activities, tracks all interactions, and extends and coordinates your reach across all channels for maximum engagement.

  • Improve marketing ROI with built-in analytics and intelligence capabilities
  • Align sales and marketing by integrating sales leads and activities
  • Nurture leads with more personalised experiences
  • Generate leads across more channels

Email Marketing and Automation for Microsoft Dynamics 365

Eagle360 Consulting recommends and deploys ClickDimensions Email Marketing and Marketing Automation to enhance Dynamics 365’s capabilities. It provides powerful marketing automation, marketing analytics and marketing services from within a powerful, user-friendly marketing toolkit.

Click Dimensions is a third-party solution made exclusively for, and natively built within, the Dynamics 365 environment. It extends Dynamics 365’s capabilities for email marketing, web intelligence, lead scoring, social discovery, web forms, surveys, landing pages, nurture marketing, subscription management, campaign tracking and more. It allows organisations to discover who is interested in their products, quantify their level of interest and take the appropriate actions.


Eagle360 offers a specialised full implementation service.

Our entire approach is geared towards customer satisfaction, technical excellence and fast ROI. We begin every engagement by creating an overview of your business. Our methodology is holistic, starting with your software needs but also considering your strategic goals, the state of your industry and any relevant technology trends.

Based on this analysis, we’ll create a solution that considers not just your current business needs but also your likely future challenges and opportunities.

Implementation can take between one and six months. We will ensure the software is fully integrated with your existing systems and provide ongoing support. We can advise on future solutions as required.

Finally, we offer cybersecurity services to ensure your entire business – not just your Microsoft Dynamics 365 implementation – is fully protected from external threats.

Contact us today to learn more about how Eagle360 can help your business succeed.

For more information on how Eagle360 can help your business see success, contact us today.