Business Solutions
Customer Relations and Business ApplicationsYour customers see only one company. Your systems, however, see five: the quote in a spreadsheet, the complaint in a shared folder, the history in theERP, the consent in the email marketing tool, and the call—nowhere . We consolidate all of this into a single record.
The customer tells the same story three times
It's not a software problem. It's what happens when each department bought its own system, ten years apart, and no one was ever given the authority to make them work together.
A sales representative is preparing for a meeting. He opens CRM, thenERP for orders, and then the customer service shared inbox to check that there are no pending disputes.
Twenty minutes before each visit, for three clicks that should be on a single screen.
A campaign is sent to 30,000 addresses. Four hundred people receive it twice because they are listed twice, and about 100 receive it even though they have had an open complaint for ten days.
No one will know, except them.
Management is asking for revenue by segment. Three people are pulling the data from three different systems.
The three figures are different, and all three are defensible.
None of these three situations can be resolved by purchasing yet another software program. They can be resolved by deciding where the truth about a customer resides —and by ensuring that this decision is reflected in all systems that access it.
Four Moments, One Relationship
We don't sell a software suite. We create continuity between the moment you meet someone and the moment they call you back two years later.
A customer enters at any one of these four points and never leaves: what customer service learns feeds into knowledge, which feeds into the campaign, which feeds into sales. It’s the cycle that has value, not the four building blocks taken separately.
What we are asking, and in response to what
Four apps from the lineup Dynamics 365. Each one answers a question that someone in your company might ask—not just a box on a comparison chart.
"How many customers do we really have?"
Five systems, eighty thousand records, and no one can say how many actual people that represents. Customer Insights reconciles the sources, maintains a single record per person, and triggers customer journeys based on what’s actually happening: a purchase, a complaint, or six months of inactivity.
The challenge lies neither in data collection nor in transmission. It lies in the rules for reconciliation —which field takes precedence, what constitutes a duplicate, and who makes the final call. It is this work that we handle, and it is this work that determines the value of everything else.
"What's the status of this case, and who last worked on it?"
A “ CRM ” that your salespeople fill out is not a “ CRM ”—it’s the opposite. The pipeline must be fueled by what already exists—an email sent, a meeting held, an offer opened four times without a response—and provide the salesperson with a decision, not a form.
The fill rate is never a tool issue. It's a design issue: a CRM that requests twenty fields receives none.
"Who is handling this request, and by when?"
As long as requests are sent to a shared inbox, no one knows who has taken on which task, and the commitment to a deadline isn't tracked anywhere. The case becomes the unit of work: it has an owner, a deadline, a history, and a knowledge base behind it.
A deadline that no one sets is a promise made to the customer and to no one else.
"He's calling. Do we know who it is yet?"
Voice calls, chat messages, and text messages all arrive in the same queue; routing takes into account proficiency and language—in French-speaking Switzerland, three languages are the norm rather than the exception—and the customer’s file opens as soon as the phone rings. The call summary is automatically generated in the file.
The Contact Center manages the conversation as it unfolds; Customer Service manages the case it has opened.
Not sure which one to start with? No one knows that from the start. Four questions are all it takes to decide, and they don't require any technical knowledge. The Four Questions
And what comes on top of that
Two things turn a well-designed app into a tool you open every morning: intelligence that works seamlessly within the workflow, and the freedom to build what the developer didn't anticipate.
Copilot, and the agents at Copilot Studio
Copilot isn't the issue—it's what your teams are no longer doing. The report that no longer needs to be written, the successful document search, the draft response that's already prepared when the agent opens the case.
Copilot Studio goes a step further: it allows you to assign an entire task to an agent— a digital collaborator with a scope of responsibility, permissions, and a supervisor.
- Cleaning up access rights before launch: Copilot doesn't create leaks; it reveals the ones that already existed
- A first task chosen because it is common, tedious, and verifiable
- An agent handing over duties, and a designated weekly supervisor
Power Apps, and the development around it
There’s always one process that falls through the cracks: a three-person validation, a check done on Fridays, a business calculation that no one else does the way you do. It lives in a file named after its author.
We turn it into an application: the same data, but with roles, a history, validation, and mobile functionality—and the calculation rule kept separate, outside the application that uses it, making it testable and versionable.
- Business Interfaces on Power Apps and Dataverse
- System integrations, web services, and API
- Automation of processes that are still done manually
All of this rests on a single foundation
That’s what sets this suite apart from a collection of tools purchased separately: the four applications, agents, and custom applications all write to the same database. No nightly data transfer, no export files, no second truth.
One customer, one record
The salesperson, the customer service representative, and the campaign are all looking at the same line. When one of them corrects it, the others see the correction.
A single set of permissions
Who can view what is determined once, at the data level—and applies to the application, the dashboard, and the agent viewing it.
What happened, and who did it
Dated, assigned, and archived. That’s what makes it possible to take over a case when someone leaves the company.
The specific lives apart
What you do differently is built on the side, never deep within the product: updating the editor doesn't break anything.
What You Can Entrust to Us
The department handles the entire process, from license acquisition to maintenance. You can entrust us with the whole process, or just the part you need help with.
Subscription and Sizing
Which license for which use, how many workstations, what’s included, and what isn’t. Reviewed annually, because needs change and pricing structures do too.
Design and Data Model
Your processes as they are currently implemented, translated into a sustainable model: entities, roles, business rules, and metrics. The document that helps you avoid unpleasant surprises.
Implementation and Configuration
Sales, Customer Service, Contact Center, Customer Insights: installation, configuration, files, forms, dashboards, and permissions.
Migration and recovery
From an existing CRM , a ERP, spreadsheets, or a shared folder. Cleaning, deduplication, verification—and an exact count of what could not be imported.
Integration with Your Other Systems
ERP, email, phone service, website, online store, business tools. Via connector when available, via web service and API when not available.
Custom Applications and Automation Solutions
Business interfaces at Power Apps and Dataverse, automated processing, Copilot Studio agents, and business logic that exists nowhere else but within your organization.
Training and Support
Organized by job function rather than by screen, with your in-house contacts trained first, and a support hotline available during the weeks following implementation.
Support and Maintenance
User support, system upgrades, periodic review of rules, and tracking of update releases from the publisher. A dedicated contact who is familiar with your system.
Provision of Specialists
A Dynamics or Power Platform consultant integrated into your team for a fixed period. We have been authorized to provide staffing services since 2018.
How a Project Unfolds
The same approach applies to all four applications, because the reason a customer relationship project fails is always the same: the rules, the data, and the people—never the software.
The Context, and What We Refuse to Promise
We look at the existing systems, the actual volumes, and the processes as they are actually carried out—not as they are documented. In the end, you have a scope, a workload, and a timeline.
The Rules
That's where it all comes down to, and it's what nobody wants to do: who owns an account, which ones are duplicates, when a case is overdue, what triggers a follow-up, and who has permission to view what.
Data Retrieval and Connection
ERP, messaging, phone service, the website, the email marketing tool. We take over the existing system and clean it up—and we tell you what can’t be migrated, rather than just loading it without saying anything.
The seesaw, and the people
A customer relationship management tool changes the workday for those who use it. Training is tailored to job roles, not to the interface, and support continues beyond the day of implementation—it’s the second week that determines whether the tool is adopted.
Maintenance
A data model becomes outdated, a reconciliation rule becomes obsolete, an agent starts giving the wrong answers. Without maintenance, within eighteen months the tool reverts to what it was meant to replace.
What We Don't Do
It’s better to say this before the first meeting rather than three months down the line. The Dynamics 365 ’s product line is extensive; we don’t carry everything, and we don’t claim otherwise.
Finance and the Supply Chain
Business Central and Finance & Operations fall under a different business line than ours. We integrate them with customer relations—it’s actually one of our most frequent tasks—but we don’t implement them.
Field Service and Project Operations
We incorporate them when they’re part of an outfit we already wear. We don’t highlight them, and we won’t sell them on their own: that would be promising you a specialty we don’t have.
The study is not an offer
Getting a quote is free: the scope, workload, timeline, and price are provided with no obligation. However, a design study, an audit of the existing system, or an architectural diagram constitute work and must be ordered as such.
What we've already covered
Three projects related to customer relations were published, out of the 784 implementations carried out since 1995.
CRM , and AI for a Major Financial Services Company
Fragmented sales and support, customer data scattered across multiple systems, and inefficient tracking of interactions. Consolidated into a single database.
2020 — DistributionAccess theERP 's data from Dynamics 365
Customers, catalog, inventory, selling prices, deliveries, and billing are all managed in a Sage ERP and made available where sales representatives work.
All sizesFrom multinational corporations to companies with fifty employees
The expertise gained from international deployments benefits smaller organizations: lower total costs and shorter implementation times.
Tell us where the customer gets lost
Describe your situation: the systems currently in place, what’s not working, and what you want to have resolved within twelve months. We’ll get back to you with a scope of work, a workload estimate, a timeline, and specific deliverables.
Preparing a proposal is free of charge. Design studies and audits are included in the scope of work. We have been licensed to provide contract services since 2018, which also allows us to work on a time-and-materials basis with your teams.