Microsoft Dynamics 365 – Communication CRM

The goal of this project was to bring together all types of communication—emails, phone calls, and SMS—into one system. Before this, the organization used many different tools like shared inboxes, spreadsheets, and phone logs. This caused mistakes and delays. With one CRM platform, work became faster, easier, and more accurate.

We followed the Agile method. First, we built and tested everything in a sandbox environment. After tests were successful, we moved the system to production. During this process, I worked with the external vendor to fix problems and with internal teams to check real-life scenarios.

Main Features

Microsoft Dynamics 365

Created custom entities (Case, Inquiry, Contact). Used workflows to assign cases, send follow-up emails, and create notifications.

Call Center Integration

Shows contact details and history when a known number calls. Creates a new case if the caller is not in the system.

Email Channel

Connected Outlook shared mailboxes. Each email creates or updates a record in Dynamics 365. Supervisors can assign emails to the right team.

SMS

Integrated two SMS providers. Supports single or bulk SMS with templates. Sends an alert if there is an error.

1. One place for all communication: Phone, email, and SMS are now together, so nothing is missed.
2. Faster replies: Automatic case routing and notifications save time.
3. Less manual work: Workflows and scheduled SMS reduce the need for spreadsheets.
4. Better monitoring: Managers use dashboards and reports to see tickets and performance.