BD-S

Microsoft practice · Business Applications

Connected customer, case and operational processes on Dynamics 365

Dynamics 365 replaces the spreadsheets, inboxes and ageing systems that hold customer and case work together. BD-S designs, implements, integrates and supports it, with Power Platform and Azure where the standard product stops.

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Business outcomes

What this solves

Business Applications engagements address the operational problems behind poor customer and case outcomes.

  • Fragmented customer and case records

    Customer, case and service history lives in several systems, so nobody has the full picture and reporting is manual.

  • Manual, inconsistent processes

    Approvals, allocations and follow-ups depend on individuals rather than a defined workflow.

  • Legacy CRM and ERP

    Unsupported or heavily customised platforms that are expensive to change and hard to secure.

  • Field and service blind spots

    Scheduling, assets and service outcomes tracked outside the system of record.

What we deliver

Business Applications services

Dynamics 365 Sales

Pipeline, account and relationship management for commercial and stakeholder-led organisations.

Microsoft technologies

Platforms and products we work with

Also covered here

More of the Business Applications portfolio

Dynamics 365 Contact Center

Voice, chat and digital channels with routing, agent assistance and Copilot on top of Customer Service case management.

  • Channel and routing design
  • Agent desktop and knowledge
  • Integration with telephony and existing case data
  • Usually delivered with Dynamics 365 Customer Service

Dynamics 365 Customer Insights

Unified customer profiles and journeys drawn from Dynamics 365, Microsoft 365 and external data.

  • Data unification and identity resolution
  • Segments and journeys
  • Consent and preference management
  • Reporting through Power BI

Dynamics 365 Finance

Enterprise finance for organisations that have outgrown Business Central or run complex, multi-entity operations.

  • General ledger, budgeting and financial reporting
  • Procurement and expense
  • Integration with Sales, Customer Service and Field Service
  • Delivered with partner specialists where scale requires

Dynamics 365 Project Operations

Project sales, resourcing, time and billing for professional services and project-based delivery.

  • Quote-to-cash for project work
  • Resource scheduling and utilisation
  • Time, expense and billing
  • Integration with Finance or Business Central

How BD-S helps

From strategy through to ongoing support

  • Advisory

    Process discovery, platform selection, solution architecture and licensing guidance.

  • Implementation

    Configuration, extension and data migration delivered in governed increments.

  • Integration

    Connections to finance, HR, identity and line-of-business systems through Azure and Power Platform.

  • Modernisation

    Migration from legacy CRM, ERP and custom applications with minimal disruption.

  • Adoption

    Role-based training, Copilot enablement and process ownership.

  • Managed services

    Support, releases, enhancements and platform health under a service agreement.

Typical engagements

Where we usually start

  • Discovery and solution design

    Process mapping, fit-gap and a phased delivery plan.

  • Implementation

    Configured product, extensions, migration and go-live.

  • Legacy CRM migration

    Move from an unsupported or over-customised platform.

  • Integration program

    Dynamics 365 connected to the systems around it.

  • Platform health check

    Solution, security and performance review with a remediation plan.

  • Managed service

    Ongoing support and enhancement.

Business Applications pages and related capabilities

Talk to us about your Microsoft environment

Advisory, implementation, integration, adoption and managed services from one Australian, Indigenous-owned Microsoft partner.

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