One pipeline, one truth.
Every opportunity, quote and activity lives against the account, so there's no more reconciling three spreadsheets before a forecast call.
SMYL implements and supports Dynamics 365 Sales and Customer Service as a Microsoft partner, pairing platform depth with AI and process discipline.
Dynamics 365 Sales is Microsoft's centralized CRM that unifies the entire sales cycle from initial lead to closed deal within a single customer record. By consolidating leads, opportunities, quotes, forecasts, and communications, it eliminates scattered spreadsheets and siloed inboxes.
The platform integrates natively with Outlook, Teams, and Excel, utilizing built in AI to automate summaries, suggest the best next actions, and flag at risk deals.
Ultimately, this reduces administrative burdens for growing teams, maximises selling time, and provides leadership with reliable forecasts.
The primary worth resides not within the platform but within the operational discipline it mandates. When all representatives utilise a unified pipeline definition and identical data, forecasting ceases to be mere speculation, marketing and sales alignments prevent lost opportunities, and leadership can coach using objective metrics rather than subjective weekly status updates.
Every opportunity, quote and activity lives against the account, so there's no more reconciling three spreadsheets before a forecast call.
Relationship insights, deal health signals and suggested next steps surface automatically inside the record reps already work from.
Rollup forecasts by rep, team or region, built from real pipeline data rather than periodic estimates.
Native inside Outlook and Teams, so logging an email or booking a follow up doesn't mean leaving the inbox.
Guided processes and playbooks encode your sales methodology so new starters follow it from day one, not month six.
Shared lead scoring and handoff rules mean qualified leads reach a rep before they have gone cold.
Licensing and configuration grow from a single team to a multi region sales organisation without a platform change.
Enterprise grade data governance and role based access, inherited from the wider Microsoft security model.
Visual, configurable stages that mirror your actual sales process, not a generic template.
Call and email insights that flag risk and sentiment without a rep filling in another form.
Configure price quote flows that keep pricing consistent and approvals moving.
Rollup dashboards built on Power BI, tailored to how your leadership reviews the business.
Dynamics 365 Customer Service is Microsoft's premier platform for managing support cases across email, telephony, chat and social channels. The system routes inquiries to the appropriate agent, tracks them to resolution, and builds a comprehensive knowledge base. Utilising the same data model as Sales, support cases and sales opportunities reside within a unified customer record.
Copilot AI drafts responses, summarises extensive case threads and suggests relevant knowledge articles precisely when required, reducing average handling times whilst avoiding a scripted, robotic customer experience.
For organisations outgrowing a shared inbox or a fragmented helpdesk, this platform transitions operations from chasing tickets to running a sophisticated service function characterised by visibility, SLAs and consistent quality.
Support quality is inconsistent when every agent is working from memory and a different inbox folder. Centralising cases, SLAs and knowledge in one system means customers get the same standard of answer regardless of who picks up, and managers can see where service is slipping before it becomes a churn risk.
Email, phone, chat and social channels converge into a single, routable case list, with nothing left sitting in a personal inbox.
Automatic escalation and timers keep response commitments honest across the whole team.
Copilot AI assisted replies and case summaries cut handling time while agents keep final control of what's sent.
Every resolved case can become a reusable article, so common issues get faster to answer over time.
Support history is visible to the account team, so renewal and upsell conversations aren't happening blind.
Chat, voice and messaging function as fully native channels rather than disparate third party integrations implemented post hoc.
Live dashboards on volume, backlog and agent workload, not a report pulled together after the fact.
Customer facing digital portals and automated agents autonomously resolve routine inquiries prior to human escalation.
Cases arrive from email, chat, voice and social and land in one prioritised queue.
Timers and automated escalation paths keep response commitments on track.
A living knowledge base built from resolved cases, searchable by agents and customers alike.
Draft replies, case summaries and suggested articles surfaced right inside the case form.
Our four phase framework prioritises change management and cross functional alignment over software installation, ensuring user adoption for CRM success.
We map your current sales or service process, data and pain points before configuring anything, so the system fits the business, not the other way round.
Pipelines, case forms, automations and dashboards configured against your discovery findings, integrated with the Microsoft tools your teams already use.
Role-based training for reps, agents and managers, to ensure the go live is the start of adoption rather than the start of a support backlog.
SLA regulated support combined with ongoing optimisation ensures continuous platform evolution aligned with your internal workflows and product roadmaps.
Covering both Dynamics 365 Sales and Customer Service.
Microsoft provisions Sales and Customer Service licensing on a per user, per month basis across distinct functional tiers, offering optimised commercial incentives for concurrent deployments. During the initial discovery phase, we precisely map organisational requirements and seat counts against these tiers to guarantee licensing alignment with actual operational utilisation rather than superfluous feature sets.
Our engagement follows a structured four stage methodology: discovery, customisation, training and ongoing support, with delivery timelines scaling alongside project scope. A focused Sales deployment can go live within weeks, whereas combined Sales and Customer Service rollouts necessitate extended windows. We tailor each deployment strategy during discovery based on actual operational needs, rather than utilizing generic templates.
Dynamics 365 natively shares data and identity frameworks with Microsoft 365, including Outlook and Teams, eliminating the need for standalone integration projects. For Microsoft environments, this removes custom middleware and minimises ongoing system maintenance overheads.
Typically, organisations initiate deployment within the business function experiencing the highest operational friction, subsequently expanding the scope over time. Because both systems share a unified data architecture, introducing secondary modules does not necessitate a systemic rebuild; rather, it seamlessly integrates additional processes into your pre-existing customer records.
Dynamics 365 provides operational visibility and consistency where spreadsheets or shared inboxes fail. By establishing a single source of truth for forecasts, backlogs, and customer histories, the platform utilizes automation and artificial intelligence to maintain absolute data accuracy across the organization without increasing administrative workloads.