Microsoft's unified CRM and ERP platform
Microsoft Dynamics 365 is a suite of business applications that combines CRM (customer relationship management) and ERP (enterprise resource planning) into one cloud-based platform. It includes apps for Sales, Customer Service, Field Service, Marketing, Finance, Supply Chain, Commerce, and Human Resources.
Unlike older ERP and CRM systems that run as separate silos, Dynamics 365 apps share a common data model (Dataverse) and integrate natively with Microsoft 365, Teams, Outlook, and the Power Platform. That means sales reps, service agents, finance staff, and operations teams can all work from the same customer and business data.
Dynamics 365 is modular. Most companies start with one or two apps (usually Sales or Customer Service) and add more over time as needs grow. Each app can be customized to match your processes without requiring code.
Pipeline management, opportunity tracking, sales insights, and AI-assisted forecasting for B2B and B2C teams.
Case management, knowledge base, omnichannel routing, and self-service portals.
Dispatch scheduling, mobile workforce management, IoT monitoring, and on-site work orders.
General ledger, AP/AR, budgeting, procurement, and multi-entity financial reporting.
Unified customer data platform for segmentation, personalization, and journey orchestration.
Email campaigns, customer journeys, event management, and lead scoring integrated with Sales.
Dynamics 365 is powerful, but there are common pitfalls we see every day.
Dynamics 365 gets two major updates a year. Unmanaged customizations can break silently when these drop, causing user-facing issues until someone notices.
Standard Microsoft support fixes platform bugs, not your specific configurations, custom plugins, or business rules. Most issues businesses have live in that gap.
Dataverse, file, and log storage limits can trigger overages that surprise finance teams. License mix across Sales, Customer Service, and Team Members often gets mis-assigned.
Integrations with external systems (ERPs, marketing platforms, custom apps) need ongoing maintenance as both sides release updates. Left alone, they fail at the worst times.
We support it every day. Reach out and we will route you to the right expert.
See Our Support Services →Dynamics CRM was the predecessor to Dynamics 365. Microsoft rebranded and restructured it in 2016 as Dynamics 365, splitting CRM into apps (Sales, Customer Service, Field Service, Marketing) and adding ERP apps. Dynamics CRM is no longer sold; all new licenses are Dynamics 365.
Dynamics 365 Online is cloud-only. There is still a Dynamics 365 on-premises option for Customer Engagement apps (Sales, Customer Service) and for Finance & Operations, but Microsoft is clearly prioritizing cloud. New features, AI, and Copilot integrations are cloud-first.
Dynamics 365 pricing starts at $70/user/month for Sales Professional and goes up based on app and user type. Most enterprise deployments land between $95-200 per user per month depending on which apps are used. Team Member licenses ($8/user/month) give limited read access for users who just need to view data.
Not strictly, but most companies work with a partner for at least the initial implementation. Dynamics 365 has a lot of configuration surface area, and getting the data model, security roles, and business processes right early saves significant rework later.