Logan Consulting • Microsoft Dynamics 365 CRM
Better relationships.
Stronger teams.
Connected business.
Win the right business. Deliver better service. Build lasting customer relationships—with Dynamics 365 CRM, implemented, optimized, and supported by Logan Consulting.
New to CRM? Replacing a system? Already on Dynamics? Start here.
Summit Industrial
Illustrative company • not a live system
Customer Insights + Sales
A relevant introduction. A confident handoff.
A prospect engages with your content. Marketing captures interest and consent, then passes the context—not just a name—to the right seller.
Engagement history available to the account team
Clear ownership for the next conversation
Start with the business challenge
Your customers see one business.
Your teams should, too.
Bring the relationship into focus—from the first inquiry to the next opportunity to earn their trust.
A pipeline you can act on.
Move beyond scattered spreadsheets, inconsistent follow-up, and forecasts built on guesswork. Create a repeatable sales process with clear ownership.
Connect your sales processService without the silos.
Give account teams, support staff, and field technicians the context to work together—without asking customers to repeat their story.
Rethink customer serviceA more complete customer view.
Connect the right customer, order, project, and service information so people can make decisions with the business—not just their department—in mind.
Connect CRM and operationsExplore the Dynamics 365 CRM ecosystem
Start with what you need.
Connect what comes next.
Sales, marketing, service, and project delivery do not have to be separate conversations. Explore the applications and the business outcomes they can support.
Revenue & relationships
01 / 07Dynamics 365 Sales
Give every opportunity a clear next step.
Bring accounts, contacts, leads, opportunities, and sales activity into a consistent process. Give sellers useful customer context and give leaders a pipeline they can actually manage.
Where it can help
- Lead qualification, opportunity stages, and activity management
- Account hierarchies, relationship history, and territory design
- Pipeline views, forecasting, and role-based dashboards
- Outlook and Teams collaboration with relevant CRM context
A connected workflow
- Capture the inquiry and assign an owner
- Qualify the need and manage the opportunity
- Hand the won deal to operations with context
The Logan focus
We translate your selling process into practical stages, useful fields, clear ownership, and reporting. Then we connect the right data and train your team around the work they do every day.
Sales capabilities, AI features, and forecasting options depend on the selected license and configuration.
Demand generation & engagement
02 / 07Customer Insights – Journeys
Make the next interaction feel relevant.
Connect marketing engagement to the customer lifecycle with real-time journeys. Build a more deliberate path from first interest to qualified conversation, onboarding, and ongoing engagement.
Where it can help
- Trigger-based journeys and audience segmentation
- Email, text, and push channels where configured
- Lead nurture, qualification, and sales handoffs
- Consent, preference management, and engagement analytics
A connected workflow
- A relevant customer event triggers a journey
- Consent and segment rules determine the message
- Engagement informs the next sales or service action
The Logan focus
We help define the audience, the trigger, the next action, and the handoff to sales or service. That includes data readiness, consent design, reusable journeys, and meaningful performance measures.
This is Microsoft’s current marketing/journey application. Channel services, capacity, and regional availability must be confirmed.
Profiles & insight
03 / 07Customer Insights – Data
See the customer—not just another record.
Unify customer information from approved sources to build richer profiles and useful segments. Connect transactional, demographic, and behavioral context instead of treating each system as a separate story.
Where it can help
- Customer profile unification and identity matching
- Connected data sources and enrichment
- Business measures and customer segmentation
- Profile insights to inform engagement and service
A connected workflow
- Bring approved customer sources together
- Resolve identities and define meaningful measures
- Activate insight in relevant business processes
The Logan focus
We start with your sources, identifiers, data quality, and ownership. We then design matching rules, relevant measures, and the activation path that makes the information useful to your teams.
Customer Insights – Data is a customer data platform; it complements CRM and does not replace your ERP or data governance.
Support & retention
04 / 07Dynamics 365 Customer Service
Resolve the issue. Preserve the relationship.
Organize support around a shared customer record, consistent case handling, and accessible knowledge. Give sales and service a clearer view of what customers need and what is already being done.
Where it can help
- Cases, queues, routing, and ownership
- Service-level agreements and escalation processes
- Knowledge management and service reporting
- Connected activity history and supported Copilot assistance
A connected workflow
- A request becomes a case with an accountable owner
- The team uses history and knowledge to resolve it
- Resolution and feedback inform the account relationship
The Logan focus
We configure case intake, prioritization, service commitments, and escalation paths around your support model. We also connect service activity to account teams and define practical measures of resolution quality.
Voice, digital channels, and advanced contact-center capabilities may require additional licensing and setup.
Service beyond the office
05 / 07Dynamics 365 Field Service
Connect the customer promise to the field.
Bring work orders, scheduling, technicians, and customer assets into a coordinated service process. Help dispatchers and field teams work from the information needed to prepare, perform, and follow through.
Where it can help
- Work orders, bookings, and technician scheduling
- Mobile execution, inspections, and service history
- Customer assets, agreements, and maintenance planning
- Parts and inventory processes with integration as needed
A connected workflow
- Create a work order with asset and service context
- Schedule the right resource and equip the technician
- Capture work performed and hand off billing information
The Logan focus
We map the service lifecycle from request to dispatch, field execution, and completion. Asset structures, mobile workflows, parts requirements, and the financial handoff are designed together—not left for later.
Advanced scheduling optimization and financial integrations may involve add-ons or separate implementation scope.
Project-based customer delivery
06 / 07Dynamics 365 Project Operations
Keep the promise from pursuit to delivery.
Connect project selling, estimates, resource planning, and delivery. Give project-centric organizations a more consistent view of what was sold, who will deliver it, and how the work is performing.
Where it can help
- Project opportunities, estimates, and contracts
- Resource requirements, staffing, and utilization
- Project plans, time, and expense processes
- Budget-to-actual visibility and financial handoffs
A connected workflow
- Estimate and contract the right project scope
- Staff and execute against the delivery plan
- Review actuals and connect the billing process
The Logan focus
We align sales commitments with delivery capacity and financial requirements. Deployment choices are evaluated early so project operations, billing, accounting, and the ERP fit together deliberately.
Financial capabilities and integration requirements vary by Project Operations deployment model.
Voice & digital engagement
07 / 07Dynamics 365 Contact Center
Make every channel part of one conversation.
Evaluate a connected approach to voice, digital engagement, routing, and service-representative assistance. Keep customer context available as conversations move between self-service and human support.
Where it can help
- Voice and digital engagement channels
- Unified routing and service-representative workspaces
- Conversation summaries and knowledge assistance
- Supervisor visibility and service analytics
A connected workflow
- Recognize the request across an enabled channel
- Route with context or provide governed self-service
- Escalate to a person without losing the conversation
The Logan focus
We help assess the fit with your CRM and service operating model. Discovery addresses channel requirements, telephony, escalation, knowledge quality, security, and the integrations needed for a complete experience.
Contact Center is a separate product option—not automatically included with Customer Service. Licensing, channels, and deployment scope require validation.
Customer Insights includes distinct Data and Journeys applications. “CRM” and “customer engagement” describe the wider practice; these products are not all included in a single license. Measures shown are planning examples—not promised results.
The Logan CRM practice
The right partner.
At the right point in your journey.
From your first requirements conversation to the next phase of improvement, we connect business process, technology, and the people who make it work.
Build the right foundation.
Turn business requirements into a focused CRM solution and a manageable rollout.
- Discovery, roadmap, and solution design
- Configuration and data migration
- Integrations and reporting
- Testing, training, and go-live
Make more of what you have.
Address friction, improve adoption, and expand the value of your existing Dynamics environment.
- Process and configuration review
- Data quality and dashboard improvements
- Automation and new capabilities
- Role-based user enablement
Keep the business moving.
Get help resolving issues, managing change, and keeping CRM aligned with your team’s needs.
- Functional and technical support
- Enhancements and troubleshooting
- Release readiness and regression testing
- Documentation and knowledge transfer
Get a difficult project unstuck.
Bring clarity to a stalled rollout, an overcomplicated system, or a partner transition.
- Current-state assessment
- Risk and backlog prioritization
- Solution and integration review
- Practical stabilization roadmap
Moving from legacy Dynamics CRM, Salesforce, another platform, or spreadsheets? Begin with your processes and data—not a like-for-like copy of the old system. Define what to keep, what to simplify, and what the new environment needs to accomplish.
Find your starting pointA CRM partner who understands operations
The sale is not
the end of the story.
Your customer experience also depends on orders, inventory, delivery, projects, invoices, and service. Logan brings a business-systems perspective to the connections between CRM and ERP.
Microsoft Dynamics 365 Finance & Supply Chain ManagementPlan customer, product, order, and financial handoffs around your operating model.
Microsoft Dynamics 365 Business CentralDesign the right connection between sales activity, customers, items, orders, and finance.
Microsoft 365 and the systems you already useEvaluate Outlook, Teams, SharePoint, external applications, and the integration approach each process actually needs.
A deliberately connected architecture
marketingCustomer &
field serviceProjects &
delivery
collaborationPower Platform
apps & workflowsAnalytics &
approved AI
Finance & SCM · Business Central · Other systems
Conceptual architecture. Data sharing is designed and configured—not automatic or unrestricted.
We define the source of truth, synchronization rules, permissions, and exception handling before connecting systems. Native integrations, connectors, APIs, dual-write, or custom services are selected only where appropriate to the solution.
Extend the experience
More connected.
Not more complicated.
Use the Microsoft platform to close real process gaps. Start with standard functionality, then extend where the business case is clear.
Power Apps
Purpose-built experiences for the workflows your teams need, connected to approved business data.
Power Automate
Approvals, notifications, follow-up, and cross-system workflows with ownership and exception handling.
Power BI
Business dashboards that make sales, service, and operational measures easier to understand and act on.
Power Pages
Customer or partner portals for appropriate self-service processes, with deliberate identity and access design.
Dataverse
A shared business-data foundation with relationships, security roles, and governance designed into the solution.
Customer Voice
Customer feedback and surveys that help teams understand the experience after a meaningful interaction.
Related tools complement the CRM applications. Licensing, capacity, security, and implementation requirements are evaluated separately.
Copilot, agents & practical AI
Less busywork.
More informed action.
Make AI useful inside a real business process. Start with a defined task, reliable information, and clear human oversight—then measure whether it actually helps.
Evaluate built-in Dynamics 365 Copilot experiences and purpose-built agents with Copilot Studio. Logan helps connect the opportunity to the data, workflow, and controls required to support it.
Help sellers prepare and follow through.
Evaluate record summaries, relevant customer context, and draft assistance in supported Sales experiences.
Give service teams a stronger starting point.
Evaluate case or conversation summaries and knowledge assistance, with review before customer-facing action.
Build a focused agent—not an uncontrolled shortcut.
Connect an approved knowledge source or workflow in Copilot Studio, define escalation, and keep actions within authorized access.
Our evaluation lens: Is the data ready? Is access appropriate? What can the AI do? Who reviews the output? How will we measure quality?
Feature availability varies by application, license, region, release, and configuration. Preview capabilities are not treated as production commitments.
Designed around your operating model
Your industry adds context.
Your processes define the solution.
Use these scenarios to start the conversation—not as a one-size-fits-all industry template.
Manufacturing
Account hierarchies, long sales cycles, channels, quotes, installed equipment, and handoffs to production or service.
Distribution
Relationship-led selling, product and order context, territory coverage, and better coordination with operations.
Professional services
Opportunity-to-project handoffs, resource planning, client communications, and delivery visibility.
Field-service organizations
Customer assets, scheduling, recurring service, technician workflows, and the connection to billing.
Financial services & insurance
Complex relationships, role-based access, documented workflows, and visibility across customer-facing teams.
Nonprofit organizations
Stakeholder relationships, outreach, service requests, and program workflows. Specialized fundraising requirements are assessed separately.
Experience you can explore
Real CRM work.
Real business context.
Explore published Logan projects across Microsoft Dynamics CRM and Dynamics 365. Each story reflects that client’s scope and platform—not a promise of identical results.
Connect sales and customer service.
Logan replaced a legacy sales system, designed divisional sales processes, and migrated historical data. A second phase added structured case management, email-to-case, service commitments, and visibility for sales.
The business outcome: A shared CRM environment for sales and customer-support processes.
Read the customer-service story Explore the sales implementationUnify the view across three businesses.
Logan implemented Microsoft Dynamics CRM to help a multi-company manufacturer standardize opportunity records, understand broker relationships, and improve pipeline reporting.
The business outcome: A unified account database and more consistent visibility into sales activity.
Read the manufacturing storyBring customer knowledge together.
For a machinery distributor using disconnected sales processes, Logan helped bring customer information into Microsoft Dynamics CRM and created sales-pipeline and forecast reporting.
The business outcome: Better internal communication and shared account and opportunity knowledge.
Read the distribution storyA practical path to adoption
Build with the business.
Not just for the go-live date.
A clear process keeps the right people involved, the important decisions visible, and the solution tied to how your organization works.
Discover
Map the customer lifecycle, pain points, stakeholders, data, and measures of success.
Design
Define scope, priorities, roles, integrations, and a roadmap built around business value.
Configure
Build standard processes first, extend where justified, and prepare data for migration.
Validate & adopt
Test real scenarios, rehearse cutover, and train users in the context of their roles.
Support & improve
Stabilize the rollout, review adoption, and prioritize the next meaningful improvements.
Project scope, responsibilities, timing, deliverables, and commercial terms are defined in the engagement. There is no universal implementation timeline or one-size-fits-all support commitment.
Your CRM starting point
Three questions.
A clearer next conversation.
Tell us what you need to improve, where you are today, and what CRM needs to connect to. Get a suggested focus and a short brief you can bring to Logan.
No email required. This tool creates a local planning summary; it does not submit a lead, send your selections, or provide a licensing quote.
Suggested focus • not a final solution design
Copy your brief into Logan’s contact form. It is not sent or prefilled automatically.
Keep exploring
Practical insight.
Before the next decision.
Explore CRM perspectives, implementation lessons, and the connections between customer engagement and the rest of your business.
From Logan’s CRM practice
Explore the CRM blogCustomer engagement
Product-Led CRM: Turning Usage Data Into Engagement
Explore how behavioral data can inform customer relationships and the next useful interaction.
Read the articleCRM + ERP
Connecting Dynamics 365 CRM and Business Central
A practical look at getting sales and finance on the same page.
Read the articleService transformation
Service Reimagined: Proactive, Predictive, and Personalized
Consider a more connected approach to customer service and field service.
Read the articleSelected articles from Logan’s CRM library.
Common questions
A few things worth
getting clear.
The right CRM conversation starts with your requirements, not a list of assumptions.
Is Dynamics 365 the same as Microsoft Dynamics CRM?
Microsoft Dynamics CRM is the legacy product name many organizations still use. Today’s Dynamics 365 customer-engagement applications include Sales, Customer Service, Field Service, and related solutions. “CRM” or “CE” is useful shorthand, but the actual applications, deployment, and licenses need to be defined for your organization.
Do we need all of the applications?
No. Start with the processes that justify the investment. A sales-focused implementation may begin with Dynamics 365 Sales; another organization may need Customer Service or Field Service first. Logan helps evaluate fit, dependencies, and a phased roadmap instead of assuming a full-suite rollout.
What happened to Dynamics 365 Marketing?
The current marketing and journey-orchestration application is Customer Insights – Journeys. Customer Insights – Data is the related customer data platform. Legacy outbound-marketing journeys require a separate transition assessment; do not assume they transfer unchanged to real-time journeys.
Can CRM connect to our ERP and Microsoft 365?
Yes, with the right design and configuration. Logan evaluates the required data and process handoffs for Finance & Supply Chain Management, Business Central, or other systems. We also consider Microsoft 365 collaboration needs. Connections, permissions, data ownership, and error handling are scoped rather than assumed.
Can you help with a CRM another partner implemented?
Start with a review of your current environment, access, documentation, integrations, and open issues. Logan can help identify what should be stabilized, simplified, or improved and define a practical transition or optimization plan.
Can you help migrate data from our existing CRM?
Migration begins with a source-system and data assessment. Accounts, contacts, activities, relationships, documents, custom objects, and history may need different treatment. Mapping, cleanup, trial conversions, reconciliation, and cutover planning should be included in the scope—not saved for go-live week.
What will implementation cost, and how long will it take?
Scope, user roles, applications, data quality, integrations, security, and rollout complexity determine the plan. Logan starts with discovery to define assumptions and deliverables. Software licensing, implementation services, ongoing support, and any AI or channel capacity should be evaluated separately.
Are Copilot and AI agents included automatically?
Not universally. Availability depends on the application, license, region, release, capacity, and configuration. Useful AI also depends on reliable data, appropriate permissions, testing, and oversight. Logan helps evaluate the business use case before making AI part of the production process.
How do you make sure people actually use the CRM?
Design around real roles, involve users in scenario testing, keep required data meaningful, and provide training tied to daily work. Adoption should be measured after launch through process completion, data quality, and the usefulness of the information—not logins alone.
Let’s connect the dots
What should CRM make
possible for your business?
A better forecast. A cleaner handoff. A faster response. A system your team trusts. Let’s start with what needs to change—and build the right path forward.
Start with a conversation.
Share your current system, your biggest challenge, and what success would look like. We’ll talk through where Logan may be able to help.
Talk to a Logan CRM expert Or call (312) 345-8800
