Work

Selected engagements

End-to-end Dynamics 365 CE & Power Platform delivery — Sales → Customer Service → Field Service → governance & strategy.

01 · Sales

Enterprise Sales Acceleration

Multi-country sales organisation

Full lead-to-close process with qualification frameworks, AI-assisted sequences, and Copilot-enabled seller experiences.

  • Process design — lead-to-opportunity, qualification, sequences, playbooks
  • AI & Copilot — seller agents, enrichment, conversation intelligence
  • Forecasting — pipeline health, LinkedIn Sales Navigator, Power BI
Dynamics 365 Sales Power Platform Copilot

Outcome

18-month capability roadmap covering pipeline health, data quality, and sales process maturity.

  • · Multi-country lead-to-close redesign
  • · Copilot-enabled seller experiences
  • · Executive forecasting dashboards

Outcome

Dataverse security roles, Dev/Test/Prod strategy, and DLP so service could scale safely across regions.

  • · Omnichannel case & knowledge redesign
  • · Contact Center & intelligent routing
  • · SLA automation & Copilot agents

02 · Customer Service

Omnichannel Service Transformation

Regional service operation

Re-architected case management and knowledge with Dynamics 365 Customer Service and Contact Center.

  • Case & knowledge — unified lifecycle, SLAs, escalation paths
  • Omnichannel — voice, chat, SMS, social with intelligent routing
  • AI-assisted agents — triage, suggested responses, quality monitoring
Customer Service Contact Center Copilot

03 · Field Service

Field Service & Mobile Enablement

Field-heavy enterprise operation

Dynamics 365 Field Service with schedule board optimisation, work-order lifecycle, offline mobile technicians, and asset/IoT foundations.

  • Scheduling — board optimisation, resource matching, SLA risk
  • Mobile — offline technicians, parts, work-order completion
  • Connected estate — financials, inventory, asset/IoT foundations
Field Service Mobile IoT

Outcome

Accurate margins and parts consumption, with security roles and solution ALM for scale.

  • · Schedule board & work-order lifecycle
  • · Offline mobile technician experience
  • · Inventory & financials hand-off

Outcome

ALM practices so citizen and pro developers can work safely side-by-side.

  • · Managed Environments & pipelines
  • · Dataverse roles & Entra ID
  • · Tenant-level DLP policies

Governance

Environment & Security Governance

Growing Power Platform estate

Full environment strategy and security model so the platform can scale without shadow IT risk.

  • Environments — Managed Environments, groups, Dev/Test/Prod
  • Security — Dataverse roles, Entra ID, privileged access
  • DLP & ALM — connector governance, solution pipelines
Governance ALM Security

Strategy

Platform Strategy & Capability Roadmap

Sales → Customer Service → Field Service

Discovery and maturity assessment across the full CE journey — process redesign, AI adoption, data quality, and governance.

  • Discover — maturity across Sales, Service, Field, and data
  • Define — target operating model and 12–24 month plan
  • Refresh — quarterly review against Microsoft release waves
Strategy Roadmap Discovery

Outcome

A living roadmap reviewed quarterly against Microsoft release waves and business outcomes.

  • · Prioritised multi-wave capability backlog
  • · AI / Copilot adoption sequenced on governed data
  • · Integration & environment guardrails
Explore strategies & roadmaps

Coverage

Across the enterprise journey

Sales
Customer Service
Field Service
Governance
Strategy

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We can map your Sales → Service → Field journey and show where Power Platform, data, and agents add value.

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