Microsoft
Dynamics 365 Implementation and Integration Services
We implement, extend and integrate Dynamics 365 applications so sales, service, field and finance teams work from connected processes and shared customer data.
Connected Business Applications, Configured for How You Work
Dynamics 365 is Microsoft’s family of business applications. On the customer side it includes Sales, Customer Service, Contact Center, Field Service and Customer Insights for data and journeys. On the operations side it includes Finance, Supply Chain Management, Project Operations, Commerce and Human Resources, with Business Central serving small and mid-sized businesses. The customer engagement apps run on Dataverse and share data with Power Platform, while Copilot features and agents such as the Sales Agent and Finance Agent bring AI into daily work.
Hanoi Technology implements Dynamics 365 with a strong preference for configuration over customization. We map your processes to standard capabilities, extend with Power Platform and code only where it adds clear value, integrate with ERP, e-commerce, marketing and legacy systems, and migrate data cleanly. We plan for Microsoft’s twice-yearly release waves so your system stays current and supportable.
We pay as much attention to adoption as to configuration. Forms, views and dashboards are designed around what each role needs to see and do, unnecessary fields are removed, and Outlook and Teams integration is set up so users can work from familiar tools. Role-based training, champions in each team and usage monitoring after go-live help make sure the system becomes the place where work actually happens.
The Challenge
Why Dynamics 365 Projects Go Off Track
Common causes of cost overruns and low adoption.
Recreating the Old System
Projects that replicate every legacy screen and workaround end up heavily customized. Each release wave then needs regression testing and rework, and users miss the improvements standard features would bring.
Dirty, Duplicated Data
Customer and product data migrated without cleansing creates duplicates and errors from day one. Trust in the new system drops before it has a chance. Cleansing and deduplication must be part of the plan, not a task left for after go-live.
Integration as an Afterthought
ERP, e-commerce, telephony and marketing integrations are often designed late. Data then moves through manual exports or brittle point-to-point scripts.
Low User Adoption
When the system adds data entry without giving users clear benefits, sales and service staff keep working in spreadsheets and email. Adoption needs design, training and leadership attention.
Business Value
What Dynamics 365 Delivers
A Single View of the Customer
Sales, service, field and marketing teams share account, contact, case and order history in Dataverse.
Standardized, Efficient Processes
Business process flows, routing rules and automation guide users through consistent steps.
Microsoft 365 Integration
Outlook, Teams and Excel integration lets users work with CRM data in the tools they already use.
AI in Daily Work
Copilot features and agents summarize records, draft emails, suggest next steps and support scheduling and finance tasks.
Extensible Platform
Power Apps, Power Automate, Power Pages and Copilot Studio extend Dynamics 365 without forking the core product.
Continuous Updates
Microsoft delivers new features through release waves, keeping the platform current without major upgrade projects.
Adopt Standard, Differentiate Selectively
Dynamics 365 already encodes good practice for most sales, service and finance processes. The best implementations adopt that standard wherever possible and invest custom work only in the processes that make your business different.
When a requirement does need custom work, we build it with Power Platform components or well-isolated extensions that survive release waves, and we document why each one exists so future teams can revisit the decision.
Our Services
Hanoi Technology’s End-to-End Dynamics 365 Services
Services across the Dynamics 365 lifecycle.
Discovery and Fit-Gap Analysis
We map your processes against Dynamics 365 standard capabilities, identify gaps and recommend configuration, Power Platform extension or custom development for each.
- Process maps
- Fit-gap analysis
- Solution blueprint
Sales and Customer Insights
We implement lead, opportunity and account management, forecasting and sales sequences, and connect Customer Insights for unified profiles and journeys.
- Sales app configuration
- Customer Insights setup
- Sales dashboards
Customer Service and Contact Center
We configure cases, queues, unified routing, knowledge management, service level agreements and omnichannel engagement.
- Service configuration
- Routing and SLAs
- Knowledge base setup
Field Service
We set up work orders, resource scheduling, inventory and the mobile app for technicians, including IoT-triggered work orders where relevant.
- Work order process
- Scheduling configuration
- Mobile app rollout
Integration and Data Migration
We integrate Dynamics 365 with ERP, Business Central, finance and operations apps, e-commerce and telephony, and migrate cleansed data from legacy CRM systems.
- Integration architecture
- Data migration scripts
- Reconciliation reports
Support, Release Management and Optimization
We provide ongoing support, test release wave changes, optimize performance and roll out new features such as Copilot capabilities.
- Support service
- Release wave testing
- Enhancement roadmap
Our Approach
Our Implementation Approach
An iterative approach with frequent demos and early user involvement.
- 01
Discover and Design
We run process workshops, perform fit-gap analysis and agree on scope, data and integrations.
Deliverables: Solution blueprint · Project plan
- 02
Configure and Build
We configure standard features first, then build extensions and integrations in sprints with business demos.
Deliverables: Configured system · Sprint demos
- 03
Migrate Data
We cleanse, map and migrate data with trial loads and reconciliation before go-live.
Deliverables: Migration rehearsals · Data quality report
- 04
Test and Train
We run system, integration and user acceptance testing and train users with role-based materials.
Deliverables: Test results · Training materials
- 05
Go Live and Support
We support cutover and hypercare, then move to managed support and continuous improvement.
Deliverables: Go-live checklist · Hypercare report
Use Cases
Dynamics 365 Use Cases
Scenarios where we apply Dynamics 365.
B2B Sales Pipeline Management
A distributor replaces spreadsheets with Dynamics 365 Sales, giving managers accurate forecasts and representatives a guided opportunity process.
Omnichannel Customer Service
A consumer brand handles email, chat and phone in one agent workspace, with cases routed by skill and priority.
Field Technician Scheduling
An equipment maintenance company schedules technicians by skill and location and gives them work orders on mobile devices.
CRM and ERP Integration
Orders won in Dynamics 365 Sales flow into the ERP automatically, and invoice and payment status flows back to account managers.
Customer Journey Orchestration
Marketing uses Customer Insights to trigger onboarding and renewal journeys based on customer behavior.
Partner Portal
Resellers register deals and access resources through a Power Pages portal connected to Dynamics 365.
Technology
Dynamics 365 Technology Stack
Applications and tools we use in Dynamics 365 projects.
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Contact Center
- Dynamics 365 Field Service
- Dynamics 365 Customer Insights
- Dynamics 365 Business Central
- Dynamics 365 Finance
- Dynamics 365 Supply Chain Management
- Microsoft Dataverse
- Power Apps
- Power Automate
- Power Pages
- Copilot Studio
- Azure Integration Services
- Power BI
Platforms
Deliver Dynamics 365 on Your Preferred Platform
Why Hanoi Technology
Why Organizations Choose Hanoi Technology
Senior, Cross-Functional Teams
Strategy, data, AI, cloud and engineering specialists work as one team, so nothing is lost between hand-offs.
Proven Delivery
More than 50 projects delivered for clients in North America, Europe and Asia-Pacific.
Radical Transparency
A written update every week and a demo of working software every sprint, so you always know where things stand.
Cost-Effective Global Delivery
Experienced engineers from our Hanoi delivery hub, with working-hour overlap for every major time zone.
Success Story · SaaS
AI support assistant and smart escalation for a global SaaS company
A project-management SaaS provider receiving thousands of support requests a day needed faster answers without growing the support team. We built an AI assistant grounded in its knowledge base, with escalation to human agents.
Read the Full StoryMore Success Stories
Real estate
+38%lead conversion rateProperty discovery and lead conversion for a US real estate marketplace
A US marketplace connecting buyers, sellers and agents had plenty of traffic but few enquiries. We built personalized property discovery, AI valuation and a one-tap route to contact an agent.
Logistics
−25%operational costsRoute optimization and fleet visibility for a regional logistics company
A regional delivery company handling thousands of shipments a day was planning routes and dispatching by hand. We built dynamic route optimization, a fleet dashboard and a driver app.
Resources
Featured Resources
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OpenTelemetry in 2026: Building a Vendor-Neutral Observability Strategy
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Plan Your Dynamics 365 Project
Tell us about your sales, service or operations goals and we will outline a practical implementation path. Book a free consultation today.
Dynamics 365 FAQ
Which Dynamics 365 apps do you work with?
Our main focus is the customer engagement apps: Sales, Customer Service, Contact Center, Field Service and Customer Insights, together with Power Platform extensions. We also integrate with and extend finance and operations apps and Business Central, particularly for order-to-cash and service-to-invoice processes. For large ERP-only programs we can work alongside a specialist ERP partner on integration and data.
How long does a Dynamics 365 implementation take?
A focused Sales or Customer Service implementation with limited integrations often takes three to five months from discovery to go-live. Larger programs with several apps, complex integrations and data migration take longer and are usually delivered in phases. We aim for an early first release so users can start benefiting while further capabilities are added.
How do you handle Microsoft’s release waves?
Microsoft publishes release plans twice a year and lets administrators enable early access updates for testing. We review release plans, test changes in a sandbox with your key processes, and prepare communication and training for features that affect users. Keeping customizations lean reduces the effort needed for each wave.
Can you migrate data from Salesforce or another CRM?
Yes. We extract data, map it to Dynamics 365 tables, cleanse and deduplicate records, and run trial migrations with reconciliation reports before the final cutover. Attachments, activity history and relationships are planned carefully, since they often carry the most effort. We also help decide how much history is worth migrating.
What drives the cost of a Dynamics 365 project?
Main drivers are the number of apps and processes in scope, the level of customization, integrations, data migration volume and quality, the number of users and locations to train, and support requirements after go-live. Licensing is separate and depends on apps and user types. We give phase-based estimates after discovery.
How do you use Copilot and agents in Dynamics 365?
We start with features that save time without changing processes, such as record summaries, email drafting and meeting preparation. Then we evaluate agents such as sales or scheduling agents against real tasks, check data quality and permissions, and pilot with a small group. Custom agents can be built with Copilot Studio when standard ones do not cover your needs.