As business environments become more complex, customer relationship management (CRM) has evolved from a tool of convenience to a business-critical necessity. A powerful CRM solution enables organisations to build stronger relationships, drive revenue, and personalise customer experiences. In this landscape, Microsoft Dynamics 365 emerges as a transformative platform, offering AI-driven, scalable, and customisable CRM capabilities.

Why is customer relationship management important?

A robust CRM system is the backbone of customer-centric business models. Here's why investing in CRM is no longer optional:

Centralised customer data across touchpoints

Unifies customer interactions—web, email, social media, mobile apps—into a single, intelligent system. Breaks down silos across sales, marketing, and service.

Complete consumer
visibility

Tracks every touchpoint—purchases, support tickets, preferences—anytime, anywhere. Delivers hyper-personalised engagement and proactive service.

Increased sales
productivity

Automates repetitive tasks like lead nurturing and quote generation. Lets sales teams focus on building relationships and closing deals.

Real-time data-driven insights

Uses analytics and forecasting dashboards to monitor sales pipelines, campaign ROI, and customer trends in real time.

High-quality customer service

Empower agents with case histories, knowledge bases, and SLA trackers. Improves resolution times and customer satisfaction.

Scalability and customisation

Tailors the CRM to your business needs—add users, automate workflows, or integrate with ERP systems and chatbots with ease.

Smart customer retention and engagement

Predicts churn risks, automate renewal campaigns, and deliver relevant recommendations using AI.

Regulatory compliance and data security

Centralises audit trails, consent records, and access controls—ensuring compliance and customer trust.

Why choose Grant Thornton Bharat as your CRM solution provider in India?

We deliver an intelligent and comprehensive CRM solution by leveraging the full capabilities of Microsoft Dynamics 365, Power Platform, and Azure Services.

Our expertise includes sales and marketing automation, customer service and field service, custom apps and portals, as well as AI-driven insights and analytics.

With a strong track record of implementing solutions across industries such as Manufacturing & Auto, BFSI, Healthcare, Retail & Consumer Goods, and Energy,  we enable businesses to scale confidently in today’s digital-first economy.

Powered by Copilot-driven intelligence, our solutions help organisations achieve new levels of productivity, efficiency, and customer engagement.

How Microsoft Dynamics 365 transforms client relationship management

Microsoft Dynamics 365 is a future-ready CRM solution offering a complete suite of customer engagement tools. 

Here's how it drives impact:

1.

Collaboration and Productivity with Microsoft 365

  • Develop agile and flexible solutions by incorporating AI and intelligence through built-in cognitive services.

  • Leverage an extensible low-code platform that enables all users to create transformative solutions.

  • Combine multiple data sources within a single application to support processes spanning systems.
2.

Automation and Intelligence with Power Platform

  • Uses Power Apps to create customised solutions for sales, customer service, and operations.

  • Leverages Power Automate to streamline workflows, eliminating manual inefficiencies.

  • Empowers decision-making through Power BI, offering actionable insights from customer data.
3.

Scalability and Security with Azure

  • Provides cloud-based infrastructure for high availability, scalability, and data security.

  • Integrates AI and machine learning to personalise customer interactions.

  • Uses Azure Integration services and API management for seamless integration across enterprise applications.

Our solutions

  • Configuration and customisation of sales, customer service, field service, and marketing modules as per business requirements.

  • Implementation of omni-channel customer service and contact centre with external channels like WhatsApp.

  • Integration with Microsoft and third-party systems.

  • Business process automation using workflows.

  • User training, support, and change management.

  • Data migration from existing or legacy applications into Microsoft Dynamics 365 application's Dataverse.

  • Application performance optimisation.

  • Configuring Copilot across sales, customer service, field service, and marketing modules.
  • Development of low-code and no-code apps using Power Apps.

  • Automation of business processes with Power Automate.

  • Interactive dashboards and data visualisations using Power BI.

  • Development of secure, low-code external websites for customers and partners, with role-based access control and identity management.
  • Azure Communication Services (ACS) to deliver integrated voice, video, chat, and SMS capabilities.

  • Azure Integration Services like Logic Apps, API Management, Service Bus, and Event Grid which connects your disparate systems, apps, and data.

  • Azure Functions as a serverless compute service that lets you run small pieces of code on demand without managing servers with various triggers like HTTP, Timer, Blob Storage, etc. It’s a natural choice when designing modular, agile microservices architectures.

  • Manage your data with offerings like Azure SQL Database, Cosmos DB, and Azure Data Factory for ETL and analytics.

  • Provisioning of Microsoft’s scalable object storage solution i.e. Azure Blob Storage to optimise massive amounts of unstructured data, offering tiered storage options that balance performance and cost for workloads ranging from media streaming to backup and disaster recovery.
  • Develop intelligent, gen AI-enabled chatbots and virtual assistants using Copilot Studio Agents.

  • Build and customise agents for your organisation with Copilot Studio to automate and execute business processes, allowing for greater efficiency and productivity.

  • Deploy simple prompt-and-response agents to fully autonomous agents, capable of executing entire workflows from start to finish.
Transforming CRM with Microsoft Dynamics 365

Transforming CRM with Microsoft Dynamics 365

At Grant Thornton Bharat, we combine the capabilities of Microsoft Dynamics 365, Power Platform, and Azure Services to deliver CRM solution.

    Our leaders

    Amitesh Srivastava
    Amitesh Srivastava
    Partner, Enterprise Applications, Grant...
    Noida
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    Shashank Vairager
    Shashank Vairager
    Executive Director, Enterprise...
    Hyderabad
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