01 — CRM · Dynamics 365 Sales and Service
Dynamics 365 CRM implementation partner: Sales, Customer Service and Field Service
ConsultTik implements Dynamics 365 CRM, from Sales and Customer Service to Field Service and Customer Insights, for organisations in Saudi Arabia, the UAE, Qatar, Kuwait, Oman and Jordan, in Arabic and English.
At a glance
- Part of
- Business Applications
- Delivery languages
- Arabic & English
02 —
What is Dynamics 365 CRM?
Dynamics 365 CRM is the everyday name for Microsoft’s customer relationship management applications: Dynamics 365 Sales, Customer Service, Field Service and Customer Insights. Sales, Customer Service and Customer Insights are model-driven apps built in Power Apps that run on Microsoft Dataverse, the data platform behind Power Platform. Customer data therefore sits on one platform that can be extended with Power Apps, automated with Power Automate and reported on in Power BI.
For sales and service teams in the Gulf and Jordan, that means leads, opportunities, cases, field visits and marketing journeys in one place. Sellers work from Outlook and Microsoft Teams, service teams answer customers across channels and each user chooses whether to work in Arabic or English. Dynamics 365 Sales also includes Dynamics 365 Customer Voice for customer surveys.
03 —
Dynamics 365 Sales, Customer Service, Field Service and Customer Insights
We implement CRM as part of our business applications work, configuring each application around how your teams sell and serve and connecting it to your ERP, website and contact channels:
- Dynamics 365 Sales: accounts, contacts and the pipeline from lead to order, forecasting, campaigns and Copilot
- Dynamics 365 Customer Service: cases, a knowledge base, unified routing and channels such as chat, voice, SMS and WhatsApp, with Copilot summaries for representatives
- Dynamics 365 Field Service: work orders, scheduling and dispatch, a mobile app technicians can use offline, customer assets and preventive maintenance
- Dynamics 365 Customer Insights: Customer Insights - Data, Microsoft’s customer data platform, and Customer Insights - Journeys for personalised journeys across touchpoints
- For charities, DONOR 360, our own charity CRM: fundraising, donor care, programmes and governance in one bilingual platform built for charities in Qatar and across the Gulf
04 —
CRM in Arabic: what works and what to plan
Administrators add languages to a Dynamics 365 environment, and each user then chooses the display language. Arabic is among the languages Microsoft lists for Dataverse, the platform under Dynamics 365 Sales and Customer Service, and Microsoft also lists it for Sales Premium features such as predictive lead scoring, premium forecasting and the sales accelerator.
The details still need design: customer and product names in both scripts, Arabic email and document templates, search across Arabic and Latin spellings, and which Copilot features Microsoft supports in Arabic in your region, which it publishes in its Copilot availability report. We settle these in the design workshops, so Arabic is designed in rather than translated afterwards. Reporting gets the same treatment: Power BI dashboards are designed with Arabic and English labels from the start.
05 —
Copilot and AI agents in Dynamics 365 Sales and Customer Service
Microsoft is adding agents to its CRM applications. The Sales Qualification Agent researches leads and drafts outreach; the Sales Opportunity Agent highlights risks and the most promising opportunities in open deals; the Case Management Agent helps create, update and resolve cases; the Customer Knowledge Management Agent turns what is learned on closed cases into knowledge articles; and the Scheduling Operations Agent, in preview, helps dispatchers optimise Field Service schedules. In Customer Service, supervisors can roll agents out in phases and follow their performance on an agent insights dashboard.
We introduce agents where they serve a process: AI acts within roles and approvals, and people stay accountable. Where a team needs something Microsoft doesn’t ship, we build further agents in Copilot Studio and connect them to your Dynamics 365 data.
06 —
Integration with Outlook, Teams and your ERP, and migration from another CRM
Dynamics 365 Sales works inside Outlook through the Dynamics 365 App for Outlook and alongside Microsoft Teams, with embedded Teams chats, a Teams dialer and LinkedIn Sales Navigator integration, and Customer Service representatives can bring experts in through Teams. Integration with your ERP, whether Dynamics 365 Finance & Operations, Business Central or another system, and with your website and telephony uses Power Automate, the Dataverse Web API or integration tools. Integration is one of our core service lines. Inside Dynamics 365, Field Service work orders can be generated from cases, sales orders, service agreements or IoT alerts, so service stays linked to sales and operations.
Moving from another CRM or from spreadsheets? We map your data to Dataverse tables, clean and de-duplicate it, migrate accounts, contacts, open opportunities, cases and the history you need, and rehearse the cutover before go-live.
07 —
Dynamics 365 CRM licensing: editions and cost drivers
Dynamics 365 Sales comes in Professional, Enterprise and Premium editions. Sales Professional uses a subset of the Enterprise tables; Sales Enterprise adds lead-to-cash automation, forecasting, marketing campaigns and deeper customisation; Sales Premium adds AI such as conversation intelligence, relationship intelligence and predictive scoring. Sales Enterprise users can also use some Premium features, such as the sales accelerator and predictive scoring, within a limited monthly capacity. Customer Service capabilities depend on the licences you buy, Dynamics 365 Team Members licences give lighter access and Customer Insights is licensed per tenant, with extra capacity available.
Cost is driven by the editions and number of users, the channels you open, integrations, data migration and how far the apps are extended. We match licences to roles and phase the rollout, starting with the teams that gain most.
08 —
Data residency and support for CRM in the Gulf and Jordan
Microsoft hosts Dynamics 365 Sales, Customer Service and Field Service in several regions, including the UAE, and a new environment’s datacentre follows the region chosen when it is created. We map where customer data lives, who can see it and how it flows to your ERP, website and messaging providers, against the personal-data rules that apply to you. Non-Microsoft channels such as WhatsApp also need a subscription with that provider.
After go-live, our managed services keep your Microsoft platform running and improving, with proactive monitoring, optimisation, security and 24/7 support, and Power BI turns CRM data into reporting people trust. We have offices in Jordan, Qatar and Saudi Arabia and also serve Kuwait, the UAE and Oman.
09 — How we work
How we work
Advise
Start with the business: priorities, fit and the roadmap that serves them, beginning with the teams and channels that matter most.
Design
Shape the solution around how your teams actually sell and serve, in Arabic and English.
Implement
Configure, integrate and deliver on the Microsoft platform, with data migration rehearsed before go-live.
Adopt
Train, support and design for everyday use, so sellers and service teams work in the CRM rather than around it.
Operate and grow
Monitor, secure and optimise with 24/7 support, and extend with data, automation and AI where it creates value.
10 — FAQ
Frequently asked questions
How much does a Dynamics 365 CRM implementation cost?
It depends on the applications and editions you choose, the number of users, the channels you open, integrations with your ERP and website, data migration and training. Sales and Customer Service are licensed per user by edition, while Customer Insights is licensed per tenant. We give a scoped estimate after discovery, not a list price.
How long does it take to implement Dynamics 365 CRM?
It depends on scope, the number of teams and channels, integrations and data quality. We usually recommend starting with one team or channel, proving it in daily use and then extending. After discovery we share a plan with milestones and a target go-live date.
Can Dynamics 365 CRM be used in Arabic?
Yes. Administrators enable Arabic for the environment and each user chooses Arabic or English. Arabic is among the languages Microsoft lists for Dataverse, the platform under Dynamics 365 Sales and Customer Service. Copilot language support varies by feature and region, so we check Microsoft’s availability report for the features you plan to use.
Can Dynamics 365 Customer Service handle WhatsApp?
Yes. Microsoft provides a WhatsApp channel through Twilio, alongside chat, voice, SMS, Facebook and Microsoft Teams. SMS, social and Teams channels have their own Dynamics 365 licensing requirements, and you also need an account and subscription with the channel provider. We confirm the licences you need, then set up routing so conversations reach the right team, with interactions recorded against the customer’s case.
Does Dynamics 365 CRM integrate with Outlook, Teams and our ERP?
Yes. Sales works in Outlook through the Dynamics 365 App for Outlook and with Microsoft Teams for collaboration, and Customer Service representatives can bring in experts through Teams. ERP integration, with Dynamics 365 or another system, is built with Power Automate, the Dataverse Web API or integration tools.
Where is our CRM data hosted?
Microsoft hosts Dynamics 365 Sales, Customer Service and Field Service in several regions, including the UAE, and the datacentre follows the region selected when the environment is created. Some features store data elsewhere: Microsoft says Customer Voice survey data is kept in North America or Europe, depending on the tenant’s location. We confirm your data-residency requirements first, and which features fit them.
Can you migrate our data from another CRM?
Yes. Accounts, contacts, open opportunities and open cases usually come across, with the history your teams still use. We agree that scope with you, run a trial migration and check record counts and key fields with your teams before the final cutover.
Why choose ConsultTik as your Dynamics 365 CRM partner?
ConsultTik is a Microsoft Solutions Partner with 15+ years of experience. We implement Dynamics 365 Sales, Customer Service, Field Service and Customer Insights as part of our business applications work, and we also build and implement our own charity CRM, DONOR 360. We work in Arabic and English, with offices in Jordan, Qatar and Saudi Arabia, and also serve Kuwait, the UAE and Oman.
Plan your Dynamics 365 CRM project
Replacing spreadsheets, moving from another CRM or extending Dynamics 365? Discuss your business priorities and Microsoft roadmap with us.
Or write to us directlyinfo@consulttik.comsales@consulttik.com