Microsoft Dynamics 365 CRM · Sydney & Melbourne
Leads going cold? Customer history buried in inboxes? Forecasts built on gut feel?
Maximise revenue and efficiency with Microsoft Dynamics 365 CRM — sales, service and marketing on one customer record, implemented by Eagle360
One customer record across sales
One customer record across service
One customer record across marketing
One customer record across finance
Win more deals, resolve cases faster and give every team the same view of the customer. Eagle360 implements the right mix of Dynamics 365 apps — Sales, Customer Service, Field Service, Customer Insights and Project Operations — connected to Business Central and Microsoft 365, with Copilot built in.
One customer record across sales, service and marketing
Copilot and AI agents that cut admin for sellers
Native integration with Business Central & Microsoft 365
Senior Australian consultants: no offshore handover
Customer history is scattered across inboxes ➜ leads wait days for a call back ➜ and nobody trusts the forecast.
A disconnected CRM doesn’t announce itself as a crisis; it just quietly loses deals and repeat business, one missed follow-up at a time.
We fix that — with the right Dynamics 365 apps, connected to the systems you already use, and a CRM your team will actually use.
What is Microsoft Dynamics 365 CRM?
Microsoft Dynamics 365 CRM is Microsoft’s customer relationship management suite — connected cloud apps (Sales, Customer Service, Field Service, Customer Insights and Project Operations) that share one customer database, Microsoft Dataverse. It manages every stage of the customer lifecycle, from lead to repeat sale, and connects natively with Microsoft 365, Teams, Outlook, Power BI and Dynamics 365 Business Central, with Copilot built in. Eagle360 implements the right mix of apps for your business so you see returns quickly and adoption sticks — with senior consultants in Sydney and Melbourne.
What is Microsoft Dynamics 365 CRM?
Microsoft’s cloud CRM suite: Sales, Customer Service, Field Service, Customer Insights and Project Operations, all sharing one customer database (Microsoft Dataverse) and working natively with Microsoft 365, Teams, Outlook and Power BI.
Is Dynamics 365 a CRM or an ERP?
Both. The customer engagement apps (Sales, Customer Service, Field Service, Customer Insights, Project Operations) are CRM; Business Central, Finance and Supply Chain Management are ERP — and they connect without third-party middleware.
Does Business Central have a CRM?
It has basic contact and opportunity management for small teams, but not full pipeline forecasting, omnichannel service, marketing journeys or Copilot sales features. For those, add Dynamics 365 Sales and connect it through Dataverse.
Is Copilot included in Dynamics 365 Sales?
Copilot features such as record summaries, email drafting and meeting prep come with Sales Enterprise and Sales Premium. The full Sales agent experience across Outlook and Teams needs a Microsoft 365 Copilot licence.
How much does Dynamics 365 CRM cost?
It is licensed per user per month, per app — for example Sales Professional, Sales Enterprise and Sales Premium — with cheaper Team Member licences for occasional users. We help you choose the mix so you don’t overpay.
How long does a CRM implementation take?
A focused single-app rollout such as Dynamics 365 Sales can often go live within a few months; multi-app programmes with integrations and data migration take longer. We confirm timelines in the assessment.
One customer platform — connected to the Microsoft 365 and ERP you already use
Dynamics 365 Sales
Customer Service
Field Service
Customer Insights – Data
Customer Insights – Journeys
Project Operations
Contact Center
Copilot
Sales agent
Microsoft Dataverse
Power Apps
Power Automate
Copilot Studio
Business Central
Outlook
Microsoft Teams
Excel
SharePoint
Power BI
Microsoft Fabric
LinkedIn Sales Navigator
ClickDimensions
Dynamics 365 mobile
Microsoft Entra ID
Australian datacentres
15+ yrs
Implementing Microsoft business apps
6 CRM apps
Dynamics 365 apps we implement
1 record
Shared by sales, service and marketing
0 silos
Every app runs on the same customer data
Why CRM matters
Every customer moment on one connected record
Your customers experience one relationship with your business — but their history is scattered across inboxes, spreadsheets and sticky notes. Dynamics 365 brings it together, connected to Business Central and Microsoft 365.
- Customer history lives in inboxes and spreadsheetsOne timeline of every email, call, meeting, order and case
- Forecasts are built from gut feel on a Friday afternoonPipeline and forecasts leaders can trust
- Service can’t see what sales promisedService, field and sales share the same record
- Quotes and orders are retyped into the ERPWon deals flow straight into Business Central
Illustration with sample data.
Not sure which apps you need?
Get a free CRM assessment
Tell us how you sell, serve and market today. A senior consultant will recommend the right Dynamics 365 apps and licences — and only what you need.
Why businesses call us
The customer problems we get called in to fix
Nobody wakes up wanting “a CRM project”. They wake up with one of these problems. Recognise yours?
🥶
01
Leads go cold before anyone calls
Enquiries sit in a shared inbox or web form, nobody owns them, and by the time a rep follows up the prospect has bought elsewhere.
✓ Fixed with Dynamics 365 Sales
Lead routing, scoring and AI-suggested next steps.
🎲
02
The forecast is a guess
Pipeline lives in spreadsheets and people’s heads, so leadership can’t trust the numbers or see which deals are at risk.
✓ Fixed with Dynamics 365 Sales
Pipeline management and forecasting on live opportunity data.
📨
03
Customer cases get lost
Complaints arrive by phone, email and chat, there’s no SLA tracking, and customers repeat themselves every time.
✓ Fixed with Customer Service
Omnichannel case management, SLAs and a knowledge base.
🧰
04
Technicians arrive unprepared
Jobs are scheduled on a whiteboard, parts aren’t on the van, and the customer history is back at the office.
✓ Fixed with Field Service
Scheduling, mobile work orders, parts and assets.
📢
05
Marketing sends blasts, not journeys
Everyone gets the same newsletter, and nobody can see which campaigns actually produced pipeline or revenue.
✓ Fixed with Customer Insights
Unified profiles, segments and trigger-based journeys.
🔌
06
CRM and ERP don’t talk
Won deals are retyped into finance, and sales can’t see credit limits, orders or invoices when they speak to customers.
✓ Fixed with Business Central integration
Native coupling through Microsoft Dataverse.
Hover any card to see how Dynamics 365 fixes it.
What we cover
Dynamics 365 CRM apps we implement
Start with what you need most and add capability as you grow. Every app shares the same customer data in Microsoft Dataverse, so nothing lives in a silo.
📈 App 1 of 6
Dynamics 365 Sales
Give sellers a clear view of every opportunity, with AI-guided next-best-actions, accurate forecasting and automated admin so they spend more time selling.
Outcome: Shorter sales cycles and forecasts leaders trust.
Best for: B2B sales teams
🎧 App 2 of 6
Dynamics 365 Customer Service
Resolve issues faster with omnichannel case management, a shared knowledge base, SLAs and AI-assisted responses that keep every conversation consistent.
Outcome: Faster resolution — customers never repeat themselves.
Best for: Support and contact centres
🔧 App 3 of 6
Dynamics 365 Field Service
Schedule, dispatch and equip on-site teams with mobile work orders so they arrive prepared, fix more first time and keep customers informed.
Outcome: More jobs fixed first time, fewer return visits.
Best for: Installers, HVAC, maintenance
👥 App 4 of 6
Customer Insights – Data
Unify data from every source into a single customer profile, then segment and act on it in real time to make every interaction more relevant.
Outcome: Marketing aimed at the right customers, not everyone.
Best for: Data-driven marketing
🗺️ App 5 of 6
Customer Insights – Journeys
Design trigger-based, personalised journeys across email, SMS and the web that respond to what customers actually do (previously Dynamics 365 Marketing).
Outcome: More leads nurtured into sales, automatically.
Best for: Nurture and retention
📋 App 6 of 6
Dynamics 365 Project Operations
Run services quote-to-cash in one place: resourcing, scheduling, time and expense capture, and project accounting that ties straight into finance.
Outcome: Projects delivered on budget and billed on time.
Best for: Professional services
Email marketing & automation
Turn more enquiries into qualified sales
Most businesses send the same newsletter to everyone and hand sales leads that were never qualified. Eagle360 extends Dynamics 365 with ClickDimensions marketing automation, Customer Insights – Journeys and Copilot so every lead is scored, nurtured and passed to sales at the right moment.
- Email marketing inside your CRM — campaigns built from the same customer data sales uses.
- Lead scoring — sales calls the prospects most likely to buy first.
- Automated nurture journeys — follow-ups happen on time without manual effort.
- Campaign reporting — see which campaigns created pipeline and revenue.
- Copilot content assistance — draft and refine campaign emails faster.
Hover a stage to see what happens there.
Illustrative marketing funnel · sample numbers.
Choosing the right apps
Which Dynamics 365 app do you actually need?
Most businesses start with one or two apps and add more later. Tick your goals and watch your app stack build itself.
Your Dynamics 365 stack Pick a goal
Tick a goal on the left to start.
Copilot & AI agents
CRM that does the admin for you
Sellers lose hours a week updating records and writing follow-ups. Copilot is built into Dynamics 365 — using only the records each person is allowed to see.
- Record summaries — catch up on any lead, opportunity or case in seconds
- Email drafting — replies and follow-ups written from CRM context
- Meeting prep — account news, open deals and recent activity before every call
- Sales agent — with Microsoft 365 Copilot, AI works across Outlook and Teams too
Harbour Foods — 40 units, winter range
Illustration with sample data. Copilot features depend on your licences — we confirm them in the assessment.
CRM + ERP
From first enquiry to paid invoice, in one connected flow
Business Central includes basic contact management, but it isn’t a full CRM. Connect it to Dynamics 365 Sales and every step of the customer journey runs on the same customers, items, orders and invoices. Watch a deal travel from lead to cash.
📈 Dynamics 365 SalesSellers, service and marketing
DATAVERSE SYNC
📊 Business CentralFinance, stock and operations
🎯
Step 1 of 6 · Dynamics 365 Sales
Lead captured
A web form, email or event creates a lead in Dynamics 365 Sales and routes it to the right seller — no shared-inbox limbo.
⇄ Customer details
🤝
Step 2 of 6 · Dynamics 365 Sales
Qualified with the full picture
While qualifying, sellers see the customer’s balance, credit limit and open orders from Business Central, right inside the CRM.
⇄ Customer balance⇄ Credit limit
🧾
Step 3 of 6 · Dynamics 365 Sales
Quoted from live data
Quotes use items, units and price lists synchronised from Business Central, with item availability checked before a delivery date is promised.
⇄ Items⇄ Price lists⇄ Availability
📦
Step 4 of 6 · Business Central
Won deal becomes an order
The won order is submitted to Business Central as a sales order — nothing is retyped, and its status flows back to the seller.
⇄ Sales orders
📄
Step 5 of 6 · Business Central
Shipped and invoiced
Finance ships and invoices in Business Central, and the posted invoice appears on the account in Dynamics 365 Sales.
⇄ Posted sales invoices
🔁
Step 6 of 6 · Dynamics 365 Sales
Paid — and ready for the next sale
Payment status and order history sit on the same customer record, so account managers know who is overdue and who is ready to reorder.
⇄ Customer history
Records are coupled and synchronised through Microsoft Dataverse. Eagle360 configures the mappings, sync directions and filters to suit your processes.
Choosing an approach
What actually changes with Dynamics 365 and Eagle360
There are three common ways growing businesses handle customer management. Here’s how they typically compare — hover a column to focus on it.
Filled circle = strongest fit. Our assessment for typical Australian mid-sized businesses.
On Salesforce, HubSpot or an old Dynamics CRM?
Get a free second opinion
Tell us what you use today. We’ll show you what moving to Dynamics 365 would change — licences, data migration, Business Central integration and Copilot.
Our implementation approach
How we implement Dynamics 365 CRM
A staged approach that takes the risk out of a project many businesses are nervous about — and puts user adoption at the centre from day one.
01
Assessment
We review how you sell and serve today — processes, data sources, integrations and reporting — to scope the work precisely.
You get
A fixed scope and budget.
02
Design
We choose the right Dynamics 365 apps and licences, map your sales and service processes, and decide what comes across and what can be retired.
You get
Only the licences you need.
03
Build, migrate & test
We configure the apps, connect Business Central and Microsoft 365, migrate customer data and validate everything with your team.
You get
Clean data your team trusts.
04
Go live & adopt
A planned launch with role-based training and hands-on support, then optimisation and Copilot enablement once your team is settled.
You get
A CRM people actually use.
The payoff
Maximise revenue and efficiency
CRM done well does far more than store contacts. It shortens sales cycles, lifts service quality and strips out manual work — while giving leaders one trustworthy view of the pipeline and the customer base.
- Shorter sales cycles with AI-guided selling and automated follow-ups
- Higher first-time-fix rates and faster case resolution
- One customer record shared across sales, service and marketing
- Native integration with Business Central and Microsoft 365
What leaders gain visibility of · illustrative only — every business’s results differ.
Who we help
CRM built around how your industry sells
We configure Dynamics 365 for Australian and New Zealand businesses across these sectors. Pick yours.
🏭
Manufacturers
Manage dealer and key-account relationships, quote from live pricing and stock in Business Central, and track warranties and after-sales service.
📦
Wholesale distributors
Give reps account history, price lists and stock availability on the road, turn quotes into Business Central orders, and spot customers who are buying less.
🍽️
Food & beverage producers
Manage retailer and distributor accounts, promotions and trade terms, and handle quality complaints with the full order history at hand.
🛍️
Retail & e-commerce
Bring online and in-store customers into one profile, personalise journeys, and handle service across chat, email and phone.
💼
Professional services
Move from pipeline to project with Sales and Project Operations — resourcing, time and expenses, and project accounting in one flow.
🤝
Not-for-profits
Manage donors, members, volunteers and partners in one place, run targeted campaigns, and report on outcomes to your board.
🏗️
Construction
Track tenders and bids through the pipeline, manage client and subcontractor relationships, and hand won work to delivery and finance without rekeying.
🔧
Field & installation services
Schedule technicians, manage assets and maintenance contracts, and give customers real-time updates with Field Service.
❄️
HVAC & equipment
Run service agreements and asset histories, schedule preventive maintenance automatically, and give technicians parts and job details on their phone.
Already on Dynamics 365 — but nobody uses it?
Get a CRM health check
We review your apps, licences, processes, data quality and adoption, then give you a prioritised plan to make the CRM the source of truth.
Why Eagle360
CRM built by people who know your ERP
Most CRM projects fail on adoption and integration, not features. We design for the people who use it, connect it properly to Business Central and support you from Sydney and Melbourne.
CRM and ERP, one partner
We implement Business Central too, so won deals, orders and invoices flow properly between sales and finance.
For you: no retyping, no finger-pointing.
Adoption designed in
Users help design the screens, Copilot and Power Automate remove admin, and leaders get dashboards that make CRM the source of truth.
For you: a CRM people actually use.
Configuration over code
We favour standard configuration and Power Platform over heavy custom code.
For you: upgrades that just work.
Local and senior
Senior consultants in Sydney and Melbourne since 1999 — no offshore handover.
For you: answers in your time zone.
Trusted by Australian leaders
Results delivered across diverse industries
T
The Iconic
Fashion e-commerce
Eagle360’s implementation of Microsoft Dynamics 365 and Tasklet Factory optimised warehouse efficiency, vendor satisfaction, and employee productivity, positioning us as a leader in Australian online retail.
Challenge
High-volume online orders and warehouse throughput
Solution
Dynamics 365 + Tasklet Factory mobile warehouse
Outcome
Optimised warehouse efficiency, vendor satisfaction and productivity
M
Mitsubishi Heavy Industries Air-Conditioners Australia
HVAC distribution
Since 2016, Eagle360 has partnered with us to enhance business workflow and customer engagement — delivering engineering excellence through modern, integrated business systems.
Challenge
Growing workflows and customer engagement needs
Solution
Integrated Microsoft business systems, partnered since 2016
Outcome
Enhanced business workflow and customer engagement
B
Boardroom Limited
Corporate services
Eagle360 successfully upgraded us from NAV 2015 to Dynamics 365 Business Central, transforming our financial processes with cloud-based, scalable ERP and AI-driven features.
Challenge
Ageing Dynamics NAV 2015 system
Solution
Upgrade to cloud Dynamics 365 Business Central
Outcome
Transformed financial processes with scalable, AI-ready ERP
Ready to take your business to the next level?
Speak to our CRM specialist and see Dynamics 365 running with your own sales and service processes.
What is Microsoft Dynamics 365 CRM?
Microsoft Dynamics 365 CRM is Microsoft’s cloud customer relationship management suite. It is made up of connected apps — Sales, Customer Service, Field Service, Customer Insights and Project Operations — that share one customer database (Microsoft Dataverse) and work natively with Microsoft 365, Teams, Outlook and Power BI.
Is Dynamics 365 a CRM or an ERP?
Both. Dynamics 365 is a family of business apps. The customer engagement apps (Sales, Customer Service, Field Service, Customer Insights and Project Operations) are CRM, while Business Central, Finance and Supply Chain Management are ERP. Because they share the same Microsoft platform, CRM and ERP can be connected without third-party middleware.
What is the difference between Dynamics CRM and Dynamics 365?
Dynamics CRM was Microsoft’s earlier CRM product, often installed on-premises. It evolved into the Dynamics 365 customer engagement apps, which run in Microsoft’s cloud, receive regular updates and include modern features such as Copilot. Eagle360 helps businesses move from older Dynamics CRM versions to Dynamics 365.
Is Dynamics 365 Sales the same as CRM?
Dynamics 365 Sales is the core CRM app for managing leads, opportunities, accounts, quotes and forecasts. “CRM” usually refers to the whole customer engagement suite, which also includes service, field service, marketing and project apps. Most businesses start with Sales and add other apps as needed.
Is Dynamics 365 better than Salesforce?
Both are leading CRM platforms. Dynamics 365 is usually the stronger fit for businesses that already use Microsoft 365, Teams and Outlook, want native integration with a Microsoft ERP such as Business Central, and want to extend the system with Power Platform. The right choice depends on your processes, existing systems and budget — we’ll give you an honest assessment.
What are the signs a business needs a CRM?
Leads going unanswered, customer history living in individual inboxes, forecasts that change every week, service issues repeated because nobody can see past cases, and sales and finance using different customer lists. If that sounds familiar, a connected CRM usually pays for itself in recovered time and won deals.
What is the difference between Customer Service and Field Service?
Dynamics 365 Customer Service helps agents resolve issues remotely through phone, email, chat and self-service, with case management, SLAs and a knowledge base. Dynamics 365 Field Service manages work that happens on-site — scheduling, dispatching technicians, mobile work orders, parts and assets. Many businesses use both, sharing the same customer and case history.
What is the difference between Customer Insights – Data and Customer Insights – Journeys?
Customer Insights – Data is Microsoft’s customer data platform: it unifies data from many sources into single profiles and segments. Customer Insights – Journeys (previously Dynamics 365 Marketing) uses that data to run personalised, trigger-based journeys across email, SMS and the web. Together they connect marketing activity to pipeline and revenue.
Is Copilot included in Dynamics 365?
Copilot features in Dynamics 365 Sales — such as record summaries, email drafting and meeting preparation — are included with Sales Enterprise and Sales Premium licences. The full Sales agent experience, including grounding in your Outlook and Teams data, needs a Microsoft 365 Copilot licence. We’ll confirm exactly what your licences include during the assessment.
Can Dynamics 365 CRM be customised?
Yes. Dynamics 365 can be configured with your own fields, forms, processes and dashboards, and extended with Power Apps, Power Automate and Copilot Studio. Eagle360 favours configuration over heavy custom code so your system stays easy to upgrade.
Does Dynamics 365 CRM work on mobile?
Yes. Microsoft provides Dynamics 365 mobile apps for iOS and Android, so sellers can update opportunities on the road and technicians can complete Field Service work orders on site.
How much does Dynamics 365 CRM cost?
Dynamics 365 is licensed per user, per month, and each app has its own licence options — for example Dynamics 365 Sales is available as Sales Professional, Sales Enterprise and Sales Premium. Lower-cost Team Member licences suit staff who mainly view data, and Customer Insights is licensed per tenant. Microsoft publishes current pricing; Eagle360 helps you choose the right mix so you don’t pay for more than you need.
How much does it cost to implement Dynamics 365?
Implementation cost depends on which apps you need, the number of users, data migration, integrations such as Business Central, and how much process change is involved. A focused Sales rollout costs far less than a multi-app programme. After a free assessment we provide a clear, fixed-scope proposal so the budget is the budget.
Is Microsoft Dynamics 365 CRM free?
No — Dynamics 365 is a paid subscription, but Microsoft offers free trials of its apps so you can explore them first. We can also run a tailored demo using your own sales or service process.
Which Dynamics 365 Sales licence do I need?
Sales Professional covers core sales force automation for smaller teams. Sales Enterprise adds advanced customisation, forecasting and Copilot features. Sales Premium adds more AI and sales-acceleration capabilities for high-volume teams. We match licences to each user’s role, which often mixes licence types.
What return on investment can we expect from Dynamics 365 CRM?
Returns usually come from higher win rates and faster sales cycles, less admin for sellers through automation and Copilot, faster case resolution, better-targeted marketing and no rekeying of orders into the ERP. We build a business case with your own numbers during the free assessment.
Does Business Central have a CRM?
Business Central includes basic contact, interaction and opportunity management, which suits small teams. It is not a full CRM: it lacks advanced pipeline management, forecasting, omnichannel service, marketing journeys and Copilot sales features. For those, businesses add Dynamics 365 Sales or other CRM apps and connect them to Business Central.
How do you integrate Business Central with Dynamics 365 Sales?
Business Central connects to Dynamics 365 Sales through Microsoft Dataverse. Records such as customers and accounts, contacts, items and products, and sales orders are coupled and synchronised in the directions you choose, so won opportunities become Business Central orders and sellers can see stock and invoices in CRM. Eagle360 configures and tests the mappings for your processes.
Does Dynamics 365 CRM integrate with Outlook and Teams?
Yes. Sellers can track emails and meetings from Outlook, collaborate on records inside Teams, and use Copilot to draft replies — without leaving the Microsoft 365 tools they already use every day.
Can you migrate our data from Salesforce, HubSpot or spreadsheets?
Yes. We migrate accounts, contacts, opportunities, activities and other history from your current CRM or spreadsheets, cleaning and de-duplicating data along the way so you start Dynamics 365 with records your team trusts.
Where is Dynamics 365 data stored and is it secure?
Dynamics 365 runs in Microsoft’s cloud, and Australian businesses can have their environments hosted in Microsoft’s Australian datacentre region. Security roles control what each user can see, and Copilot only uses data the signed-in user already has access to.
How long does a Dynamics 365 CRM implementation take?
A focused rollout of a single app, such as Dynamics 365 Sales, can often go live within a few months; multi-app programmes with integrations and data migration take longer. Timelines are confirmed during the assessment and planned around your business calendar.
How do you make sure our team actually uses the CRM?
Adoption is designed in from the start: we involve users in design, keep screens simple, automate admin with Copilot and Power Automate, provide role-based training, and give leaders dashboards that make the CRM the single source of truth.
Can we start small and add apps later?
Yes. Every Dynamics 365 app shares the same customer data, so you can start with the app you need most — usually Sales or Customer Service — and add Field Service, Customer Insights or Project Operations later without rebuilding anything.
Why choose Eagle360 as your Dynamics 365 CRM partner?
Eagle360 is a Sydney-based Microsoft Solutions Partner implementing Microsoft business applications since 1999. We connect CRM with Business Central, Power Platform and Copilot, work with senior Australian consultants rather than an offshore handover, and provide fixed-scope proposals and ongoing support after go-live.
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