The CRM system for smart companies
Microsoft Dynamics 365 CRM is a cloud-based platform for customer relationship management, developed for companies that want to manage sales, marketing and customer service from a centralised solution. It replaces the classic combination of spreadsheets, isolated sales tools and manual tracking processes with an end-to-end system that maps the entire customer lifecycle: from initial contact to long-term loyalty.
As part of the Microsoft Dynamics 365 ecosystem, the CRM integrates seamlessly with the tools that many companies already use on a daily basis: Outlook, Excel, Teams and LinkedIn Sales Navigator. Customer data is captured once and is immediately available everywhere, across departments and in real time, without media disruptions between sales, marketing and service.
314%
Return on investment
What sets Microsoft Dynamics 365 CRM apart from traditional CRM systems today is the deep integration of artificial intelligence. Microsoft Copilot is embedded directly into the platform, not as an add-on module, but as an integral part of everyday working life. Whether automated lead qualification, AI-supported sales forecasts or intelligent service routing: Dynamics 365 CRM takes over routine tasks and gives teams the freedom to focus on the essentials.
According to a study commissioned by Microsoft Forrester study companies achieve an average return on investment of 314 per cent over three years with Dynamics 365 Sales, with a payback period of less than six months.
Dynamics 365 CRM grows with the company. The platform is available in over 160 countries, supports more than 40 languages and fulfils international compliance requirements, from the GDPR to industry-specific regulations. Updates are carried out automatically via the Microsoft Cloud, without complex IT projects or system failures.
Companies start exactly where they are: with the modules they need now, i.e. Dynamics 365 Sales, Customer Service or Marketing, and the option to expand the system at any time. Either through certified apps from the Microsoft AppSource or through customised extensions.
A CRM implementation is not an IT project. It is a sales project. As a certified Microsoft Solutions Partner, collana supports companies in the introduction and further development of Dynamics 365 CRM: from process analysis to implementation and ongoing operation.
Dynamics 365 Sales digitalises the entire sales process, from lead capture and opportunity management through to contract conclusion. Sales opportunities are prioritised, forecasts are calculated with the help of AI and follow-up activities are automatically suggested. Seamless integration with Outlook and LinkedIn Sales Navigator enables sales employees to process customer communication, quotations and activities without switching systems. Microsoft Copilot summarises call notes, creates draft proposals and recognises risk signals in ongoing deals.
Dynamics 365 Marketing enables the planning, implementation and evaluation of cross-channel marketing campaigns from a single interface. Segmentation, email automation, event management and lead scoring are fully integrated, without manual handovers between marketing and sales. AI-supported content suggestions and A/B testing help to optimise campaigns in a targeted manner. Leads are automatically qualified and transferred to sales at the right time.
Relevant for: Wholesale & Foreign Trade, E-Commerce, Healthcare, Associations & NPOs
Dynamics 365 Customer Service centralises all service requests in one agent interface, whether they come in by email, phone, chat or self-service portal. Enquiries are automatically categorised, prioritised and assigned to the right team. AI-supported response suggestions and an integrated knowledge database noticeably speed up processing. Escalation rules, SLA tracking and role-based dashboards ensure transparency at every level.
Relevant for: Wholesale & Foreign Trade, E-Commerce, Healthcare, process industry, Associations & NPOs
Dynamics 365 Field Service controls mobile field service: deployment planning, resource management, work order management and remote diagnostics all come together in one system. The AI-supported scheduling optimally assigns technicians based on qualifications, location and availability. The mobile app gives field service employees access to all relevant information, even offline. IoT integration enables proactive maintenance before faults occur.
Relevant for: Production & Manufacturing, Healthcare, Wholesale & Foreign Trade, process industry
Dynamics 365 Customer Insights bundles customer data from CRM, ERP, e-commerce and other sources into a standardised customer profile. Behaviour-based segmentation, propensity models and AI-supported churn forecasts make it possible to address customers with the right message at the right time. Real-time insights flow directly into marketing and sales activities, without any IT detours.
Relevant for: E-Commerce, Wholesale & Foreign Trade, Healthcare, Associations & NPOs
Dynamics 365 CRM provides role-based dashboards and real-time reports that can be connected directly to Power BI. Managers receive aggregated KPIs on pipeline, closing rates and customer satisfaction. Specialist departments receive operational analyses without IT detours. AI-supported analyses automatically recognise patterns, deviations and opportunities. For companies with multiple locations or companies, the platform offers consolidated analyses in a single view.
Dynamics 365 CRM is not a platform that will be retrofitted with AI at some point. It is designed for this from the ground up. Microsoft Copilot is firmly embedded in everyday working life: it automatically qualifies leads, summarises call logs, creates draft offers and recognises deviations in sales pipelines in real time. If you rely on Dynamics 365 today, you will be building AI agents tomorrow on a platform that was made for it.
Not a bit more customer-orientated. Fundamentally more efficient. Those who introduce Dynamics 365 CRM do not gain new software, but a new way of managing customer relationships. Transparency where there were previously silos. Automation where previously there was manual labour. Decisions based on data where previously gut instinct ruled. The following companies have taken this step and show what is possible.
Many companies are still working with outdated CRM systems: an older version of Dynamics, Salesforce, self-developed solutions or simply Excel lists. What once began as a pragmatic solution becomes an obstacle as the company grows. A lack of integration, manual duplicate maintenance, no AI support and rising maintenance costs are the result.
Switching to Microsoft Dynamics 365 CRM is more than just a technical upgrade. It is a strategic decision in favour of a platform that grows with the company. Customer data, contact histories and process logics can be migrated in a structured way so that proven knowledge is not lost. At the same time, the migration offers the opportunity to streamline established structures and rethink sales processes.
For companies already using Microsoft Business Central, there is particular added value: the seamless integration between ERP and CRM creates a fully integrated company platform. From ordering and customer service to financial planning, all data flows together in real time. Those who combine both worlds work with an information advantage that no single system alone can offer.
A CRM system is only as good as the implementation behind it. Technology alone does not change processes. It needs people who really understand companies and know how change works. This is exactly what collana has been doing for years to support companies in the introduction and further development of Microsoft Dynamics 365 CRM.
collana is a six-time certified Microsoft Solutions Partner and fulfils the requirements in several areas of expertise: Business Applications, Data & AI, Digital & App Innovation, Infrastructure, Security and Modern Work. These certifications are not an end in themselves. They prove that we not only know the Microsoft platform, but that we have mastered it at enterprise level and are continuously developing it further.
What sets collana apart from a pure technology service provider is its deep understanding of its customers' industries. Whether e-commerce, wholesale and foreign trade, production or the Swiss healthcare sector: We know the regulatory requirements, the typical sales structures and the places where standard solutions are no longer sufficient. This knowledge flows into every CRM project right from the start.
collana not only supports companies right up to the go-live. The aim is a long-term partnership: from the initial process analysis and implementation through to ongoing operation and continuous further development of the solution. More than 1,000 customers in Germany, Switzerland and other European markets rely on this collaboration for projects of all sizes and complexities.
Not every company needs a complete CRM implementation straight away. collana offers targeted introductory formats that quickly create clarity and deliver concrete added value without a great deal of upfront commitment. Those who are still in the orientation phase will find the CRM orientation workshop a structured first step. Those who are ready can start directly with the implementation.
Microsoft Dynamics 365 CRM is billed as a monthly subscription per user. The most common modules are Dynamics 365 Sales (with Professional and Enterprise licences), Dynamics 365 Customer Service and Dynamics 365 Marketing. There are also costs for implementation, customisation and ongoing support, which vary depending on the scope of the project. A reliable cost estimate is best obtained during a structured initial consultation, as the licence model and project scope always depend on the specific company.
It depends on the scope. Companies that start with just a few modules and rely on proven best practice processes can have Dynamics 365 up and running in just a few weeks. More complex projects with individual customisations, data migration from legacy systems and multiple locations take longer. Proper preparation is crucial: the clearer the sales processes and requirements are defined before the start of the project, the smoother the implementation will run.
Both are leading CRM platforms with different strengths. Salesforce scores with a broad app ecosystem, but is often more complex and expensive in terms of licensing, implementation and ongoing operation. Dynamics 365 CRM offers much closer integration into the Microsoft ecosystem. Outlook, Teams, Excel and Power BI are natively integrated without additional connector costs. For companies that already rely on Microsoft, Dynamics 365 is in most cases the functionally more complete and economically more sensible choice.
Yes, Dynamics 365 has modern API interfaces and can be connected to a wide range of external systems, from ERP systems such as Business Central to e-commerce platforms and industry-specific solutions. Hundreds of certified extensions are also available via the Microsoft AppSource. Where standard interfaces are not sufficient, collana develops customised integrations that are precisely tailored to the existing system landscape.
Yes, Dynamics 365 CRM fulfils international compliance requirements and is regularly updated to reflect regulatory changes. For regulated environments such as healthcare, the financial sector or public administration, the platform offers audit-proof logging, role-based access controls and data protection at Azure level. Industry-specific requirements that go beyond the standard can be mapped via certified add-ons or customised development.
The combination of Business Central and Dynamics 365 CRM creates a fully integrated company platform. Customer data, order histories, stock information and financial figures flow seamlessly between the two systems, without manual interfaces or duplicate maintenance. Sales staff can see credit limits and open items directly in CRM, while the service department has access to delivery status and product information. This is the information advantage that modern companies need.