03 / Customer operations
CRM & Dataverse. Built around your process.
Give customer-facing teams a clearer way to work. ArcticTech designs Dynamics 365 CRM and Dataverse solutions around customer data, sales and service workflows, and the systems connected to them.
- Customers
A shared data model
- Teams
Roles and useful workspaces
- Workflows
Ownership and next actions
- Connections
ERP, portals and reporting
The starting point
When customer information is spread across teams
A CRM should help people understand a customer and the next action to take. When records are duplicated, handoffs depend on email or managers reconcile separate spreadsheets, the underlying process needs attention.
Dataverse provides business data storage and management for Power Platform applications. We help shape the data model, access and user experience so Dynamics 365 and custom applications support a shared operating process.
How we help
The work around the platform.
- Customer & operational data
Define accounts, contacts, relationships, statuses and ownership. Review how to clean, match and migrate existing customer information.
- Sales, service & intake
Design forms, views, business rules and workflows for the agreed process. Clarify assignments, required information, exceptions and measures of progress.
- Connected customer operations
Plan ERP and portal connections, reporting and cross-team handoffs. Decide which system owns each record and how conflicting updates are handled.
The approach
Design for the people doing the work
Map the journey
Follow a real lead, customer request or service case from intake through completion.
Define the model
Agree records, relationships, ownership, permissions and the information each role needs.
Configure & test
Build the agreed process and test with representative records, roles and exceptions.
Support adoption
Prepare users and reporting owners, then review where the process needs adjustment.
Plan with the right information.
What shapes scope & cost
Process variation, data cleanup, security roles, workflow rules, integrations and reporting affect scope. Availability of business owners and representative test records influences delivery as much as the screen design.
Bring to the first conversation
- A real sales or service journey
- Current customer data sources and ownership
- Required roles, reports and connected systems
Before you begin
Questions about CRM & Dataverse.
Do we need Dynamics 365 or a custom Dataverse application?
Use the business process to decide. Existing Dynamics 365 applications may cover much of the requirement; a model-driven application may suit a more specific workflow. Review the fit, user experience, administration and licensing before choosing.
Can CRM connect to our ERP or customer portal?
Yes, where the systems provide a suitable integration route. First agree which application owns customer, order and financial data. Then check interfaces, timing, permissions and exception handling so the connection supports a coherent process.
How do we avoid another CRM that people do not use?
Include sales and service users in process design and testing. Keep required fields purposeful, make ownership and next actions clear, and plan training around real tasks. Adoption needs business ownership after launch as well as configuration.
Talk with ArcticTech
Start with the customer journey.
Tell us where information or responsibility gets lost. We’ll help map the data, workflows and connections around it.