Implementation Microsoft Dynamics 365

What is Microsoft Dynamics 365 and who is it for?

Dynamics 365 — a cloud enterprise platform from Microsoft, integrating CRM (Sales, Customer Service, Marketing, Field Service) and ERP (Finance & Operations, Supply Chain, Commerce, Human Resources). Launched in 2016 as the successor to Dynamics CRM (Microsoft has owned a CRM product since 2003). Users include Coca-Cola, Lowe's, Adobe, GE Healthcare, BMW. The main difference from is... Salesforce — deep native integration with Microsoft 365 (Teams, Outlook, SharePoint, Excel) and a unified SQL-like Dataverse database for all modules.

When Dynamics 365 is the right choice

• Already on Microsoft 365 / Office 365 — key argument. Onboarding 2x faster vs Salesforce
• The team works in Outlook / Teams — native integration, call and email history directly in CRM
• Corporate environment — Microsoft signing, Active Directory, SCCM management of workstations
• Need ERP + CRM integrated solution — D365 Finance & Operations + Sales
• Industries: finance, manufacturing, healthcare, retail, public sector — Microsoft is strong in these verticals
• Power Platform team — low-code development via Power Apps without programmers
• EU compliance — Microsoft takes GDPR, EU data residency, SCC, multiple EU data centres seriously.

When Dynamics 365 is not the best option

• No on Microsoft 365 — main advantage doesn't work, better Salesforce or HubSpot
• Small business 5-20 people It's excessive. Better Bitrix24, Zoho, amoCRM
• Inbound marketing as the main channel — HubSpot Marketing Hub is stronger, especially in email campaigns
• A clean sales process with a fast cycle — Pipedrive is simpler and cheaper
• A vendor ecosystem is needed with all applications (accounting, HR, etc.) — Zoho One Cheaper and broader

Dynamics 365 licenses in 2026

Pricing - per user per month, split into 'Customer Engagement' (CRM) and 'Finance & Operations' (ERP):

• Sales Professional: $65/user/mo. Basic Sales-CRM
• Sales Enterprise: $95/user/mo. Advanced sales features
• Sales Premium: $135/user/mo. + AI insights, Sales Navigator
• Customer Service Professional: $50/user/mo
• Customer Service Enterprise: $95/user/mo. + omnichannel
• Field Service: $95/user/mo
• Customer Insights — Journeys (Marketing): $1500/tenant/mo (for 10,000 contacts)
• Project Operations: $120/user/mo
• Finance + Supply Chain (ERP): $180/user/mo
• Microsoft Relationship Sales: $135/user/mo + LinkedIn Sales Navigator

Cheaper than all competitors in the enterprise segment with comparable functionality. Bundle discounts of 20-30% when purchasing multiple modules.

How much does implementing Dynamics 365 cost in Cyprus?

• Freelancer: €500 - €3000. Basic setup, no complex integrations
• Microsoft Partners (Cyprus, Greece)A web studio in Limassol. We work across Cyprus and the EU.
• Global system integrators (Avanade, Hitachi)A web studio in Limassol. We work across Cyprus and the EU.
• 62px: €1990-19900. Strategy, configuration, Power Platform, customization, training. 62% discount for case study publication.

Main modules of Dynamics 365

• Sales - CRM for sales: leads, opportunities, accounts, contacts. AI prioritization. Forecasting. Sequences. Sales Copilot
• Customer Service — cases, tickets, SLA, knowledge base, omnichannel (chat, email, social, voice)
• Field Service — Remote service: dispatch, scheduling, techian mobile app, IoT equipment monitoring
• Marketing → Customer Insights — Journeys — Email campaigns, lead scoring, customer journey, segments
• Customer Insights — Data — Customer Data Platform (CDP), unified customer profile
• Project Operations — PSA functionality: projects, time tracking, billing, resources
• Commerce — e-commerce platform for retail (POS + online + mobile)
• Finance + Supply Chain — full ERP for finance and operations
• Human Resources — HRMS

Power Platform - key advantage

Microsoft Power Platform - low-code/no-code tools, tightly integrated with Dynamics:

• Power Apps — drag-and-drop builder for custom apps. Canvas Apps (from UI), Model-driven (from data). Alternative to custom code
• Power Automate — workflow automation. Alternative to Zapier/Make. 1000+ connectors
• Power BI — the best in-industry BI tool. Embedded reports, dashboards, AI insights
• Power Pages (former Power Apps Portals) - external portals for clients and partners
• Power Virtual Agents (now Copilot Studio) - chatbot builder
• AI Builder — Integration of AI models into applications

Power Platform allows business analysts to build custom apps without full-stack developers. License from $5-$20/user/mo.

Dataverse - unified database

Dataverse (formerly Common Data Service) - a managed SQL database from Microsoft that all Dynamics modules and Power Apps run on:

• Contact from Sales automatically to Service, Marketing, Field Service — without integrations
• Custom tables (objects) with relationships, formulas, security
• Business rules for validation
• Field-level security and granular permissions
• REST API + OData for integrations
• Data flows for ETL/synchronization with other systems
• Geographic data residency — choosing the storage region

Microsoft 365 integration - killer feature

The main advantage of Dynamics is its deepest integration with Microsoft 365:

• Outlook add-in — Dynamics data directly in Outlook. Email automatically as an activity
• Teams integration — collaborative selling, share records in chat, meeting recap
• SharePoint — all CRM documents in SharePoint, not in separate storage
• OneDrive — for personal documents
• Excel — export/import via a special Excel add-in
• Power BI — embedded dashboards in Dynamics
• Azure AD — SSO, MFA, Conditional Access
• Microsoft Copilot — AI assistant in Dynamics: writes emails, summarizes meetings, suggests next steps

Dynamics 365 vs Salesforce

• Price: Dynamics is 25-40% cheaper with comparable functionality
• Microsoft 365 integration: Dynamics - natively, Salesforce - via add-ons
• AppExchange vs AppSourceSalesforce has over 5000 apps, Microsoft has over 2000. Salesforce is broader.
• CustomisationSalesforce - Apex+LWC, Dynamics - Power Platform + C# plugins. Power Platform easier for business analysts
• Talent marketplaceSalesforce - more consultants worldwide, Dynamics - within the Microsoft ecosystem
• UI/UXSalesforce Lightning is visually better, Dynamics more corporate-like.
• IndustriesBoth are strong in Healthcare, Financial Services, Manufacturing
• EU residencyBoth have EU data centers, both GDPR-compliant

Dynamics 365 in Cyprus - local case studies

Cyprus: Dynamics is popular in:

• Financial services (banks, insurance, forex) - Microsoft signing, security, compliance
• Public sector - corporate policy on Microsoft
• Retail networks - Dynamics Commerce + Field Service
• Healthcare — on medical regulatory requirements
• Manufacturing — Finance + Supply Chain
• Property management — Field Service for outlying service

GDPR and compliance

• EU data centres (Dublin, Amsterdam, Frankfurt) — data remains within the EU
• SOC 2, ISO 27001, FedRAMP, GDPR, HIPAA, FINRA
• Microsoft Compliance Manager - centralized compliance management
• Conditional Access - granular access policies
• Data Loss Prevention — data protection
• Customer Lockbox - the customer controls access to Microsoft engineers' data
• Multi-region deployments — for multinational businesses

Migration to Dynamics 365 from other CRMs

Often transitioning from Salesforce (wanting to save and simplify with Microsoft 365), Dynamics CRM On-Premise (legacy → cloud), Bitrix24/AmoCRM (grown out of Russian-CRM to EU standard), Excel/SharePoint (grown out of spreadsheets):

• Microsoft Data Migration Tool - native for Excel, CSV, SQL
• Kingsway Data Loader - for Salesforce, NetSuite migrations
• Custom scripts in C# or Power Automate flows
• We preserve relationships, custom fields, history
• Training team - 4-12 hours depending on functionality volume
• Parallel work with the old system for 2-4 weeks to ensure control.

60 days of hypercare immediately after launch. Afterwards - packages from €590/month.