- Solutions
Dynamics 365 Customer Insights
Delivering Connected Customer Journeys with Dynamics 365 Customer Insights
We configure both modules of Dynamics 365 Customer Insights – Data and Journeys to ensure your team never runs in the dark. We eliminate manual spreadsheet workarounds and build the clean, unified data profiles required to run autonomous AI agents so that your sales team does not rely on outdated CRM notes, the marketing team does not work from yesterday’s CSV reports, and the finance team can defend every ledger entry.
Build Unified Data Profiles
We deploy Customer Insights – Data taking raw records from Dynamics 365 Business Central, Finance & Supply Chain Management (F&O), your CRM, and third-party sources via Microsoft Fabric and Dataverse. DynaSUM experts deduplicate messy records and map them to a single persistent Customer or Account ID, giving your teams a live, 360-degree view of transaction histories, support tickets, and web behaviors.
Customer Lifetime Value Proposition
DynaSUM Dynamics 365 Customer Insights integration leads to configuring out-of-the-box machine learning models and custom Azure Synapse pipelines connecting your database to historical ERP transactional data. We set up predictive churn scoring, next-best-action recommendations, and Customer Lifetime Value (CLV) models so your sales and retention teams get automated alerts.
Align Sales, Marketing, and Service
As your Dynamics 365 Customer Insights partner in the USA, we tie marketing-qualified engagement directly to active sales pipelines and service queues. Unified Profiles write back to Microsoft Dataverse, ensuring automatic departmental handoffs without dropping context. Your sales reps can interact with every prospect coming through webinars, pricing pages, and emails.
Agentic AI and Native Copilot Integration
We configure Customer Insights’ native Copilot so your marketers can build multi-layered audience segments using plain-English prompts. Copilot drafts targeted email copy, suggests optimal journey split-branches, and analyzes campaign performance as and when your team requires to ensure they never fail to build the right strategy.
How We Integrate Customer Insights with Your Stack?
Making AI Agents Work for Building Better Customer Journeys
Enterprise AI initiatives and Copilot rollouts don’t go beyond the pilot stage for three crucial reasons:
- Disconnected Context: AI agents generate tone-deaf or factually wrong responses because ERP invoicing data and CRM interaction logs are not connected.
- Segment Hallucinations: Marketing AI targets the wrong buyers because it pulls from duplicated, unverified customer records.
- Ungoverned Execution: Pilots cannot safely trigger multi-step, cross-channel customer journeys without violating privacy rules, trapping them in the demo stage.
DynaSUM’s AI architects and data engineers eliminate these failure points before deploying a single agent. Whether you are using native Microsoft Copilot or custom autonomous agents built in Copilot Studio, every AI action draws from one verified Customer Insights profile.
An autonomous agent triggering an action within the workflow obeys your margin thresholds, brand rules, and regional privacy mandates (CCPA, GDPR, HIPAA). We hardcode those guardrails into the architecture. Once live, our BPO operations team monitors agent outputs, refines prompts, and manages exception handling alongside your internal staff.
The ROI of Dynamics 365 Customer Insights
Hyper-Personalized CX at Scale
We rebuild your customer data foundation so your outbound engagement reflects live customer intent rather than last month’s static email lists.
- Eliminates manual CSV list-pulling and fragmented email/SMS point solutions.
- Automates multi-variable audience segmentation based on live purchasing and browsing behaviors.
- Delivers context-aware messaging on the exact channel the customer prefers at the moment of intent.
More Sales and Less Churn
We unify your ERP, CRM, and customer service feeds, which helps your revenue and retention teams with live predictive scoring.
- Connects service ticket status to marketing workflows, automatically supporting sales pitches during active support issues.
- Flags high-value accounts showing early signs of churn before they cancel or stop ordering.
- Provides account-level visibility into true Customer Lifetime Value, factoring in product returns and support costs.
Modernizing Marketing
By replacing bloated legacy marketing clouds and disconnected data warehouses, we consolidate your stack onto a cloud-native Microsoft architecture.
- Retires redundant third-party marketing automation licenses and standalone analytics connectors.
- Cuts ongoing technical debt by centralizing data ingestion through Microsoft Fabric and Dataverse.
- Establishes an enterprise-grade, security-compliant environment built natively for Copilot Studio and agentic workflows.
Sector-Specific Outcomes We Deliver with Dynamics 365 Customer Insights
01.
Retail & E-Commerce
DynaSUM experts unify brick-and-mortar POS transactions, e-commerce carts, and web browsing logs into a single shopper profile to eliminate duplicate records and trigger real-time, behavior-driven customer experience development.
- Recover lost revenue with instant cart-abandonment SMS and email triggers.
- Automate loyalty tier upgrades and predictive restock reminders.
- Suppress wasted ad spend by excluding recent in-store buyers from digital retargeting.
02.
Financial Services
We deploy Customer Insights on Microsoft Dataverse with strict Entra ID access controls and granular consent tracking, unifying wealth, lending, and core banking records without compromising regulatory compliance.
- Trigger compliant, real-time cross-selling opportunities as per customer signals.
- Enforce audit-ready privacy and opt-in guardrails across every outbound channel.
- Consolidate fragmented policy, loan, and account records into one household view.
03.
Technology & SaaS
We integrate live application telemetry and feature usage logs directly into Customer Insights, connecting your product environment to your marketing and renewal workflows.
- Launch Copilot-generated onboarding sequences automatically when user adoption stalls.
- Flag churn-risk accounts for immediate Customer Success intervention prior to renewal.
- Route high-usage accounts directly to sales pipelines for automated seat-expansion plays.
04.
Manufacturing & Supply Chain
DynaSUM configures Customer Insights for multi-tiered Account-Based Marketing (ABM), linking Dynamics 365 ERP order histories with dealer, distributor, and OEM portal activity.
- Automate warranty renewal sequences and predictive spare-parts reorder alerts.
- Alert account executives the moment a distributor’s ordering cadence drops below baseline.
- Map complex parent-child account hierarchies to track the health of your entire dealer network.
05.
Life Sciences & Pharmaceuticals
We align field sales rep call notes, medical affairs inquiries, and event attendance with digital engagement data to build a single, compliant view of every Healthcare Provider (HCP) and clinic.
- Orchestrate specialized educational journeys tailored to specific clinical specialties.
- Govern every outbound touchpoint with strict, audit-ready regulatory consent tracking.
- Coordinate field sales outreach with digital marketing to prevent provider fatigue.
Why Choose DynaSUM as Your Dynamics 365 Customer Insights Partner?
Tech and Ops Under One Roof
Most Microsoft partners deploy the software and leave you scrambling to hire specialists who know how to use it. We build the data platform, integrate the marketing systems, and supply the outsourced BPO marketing and data teams to run your daily execution.
Problem-First Architecture
We don’t force-fit out-of-the-box templates. Starting with deep discovery, we map your exact data blind spots and journey friction points first, ensuring every Dataverse table and Fabric pipeline answers a diagnosed revenue or retention problem.
Governed Agentic Workflows
We don’t build “science project” AI bots. We embed Copilot and custom Copilot Studio agents directly inside your marketing and service workflows, strictly governed by verified Customer Insights profiles and enterprise privacy controls.
Single-Vendor Accountability
From initial data cleansing and ERP integration to post-launch campaign execution and continuous journey split-testing, you deal with one accountable team measuring success by your conversion and retention metrics.
Upgrade Your Customer Intelligence and Marketing ROI
Fragmented customer data, mounting technical debt, and disconnected marketing tools put a hard ceiling on how fast your business can scale. DynaSUM unifies your ERP, CRM, and third-party systems into a secure, AI-ready Dynamics 365 Customer Insights foundation, and backs it with the managed operational teams required to run high-converting campaigns at scale.
FAQs
1. Do we need to be using Dynamics 365 Sales or CRM to use Customer Insights?
Customer Insights is a dedicated solution that natively integrates with the Microsoft ecosystem. We can also connect it with Salesforce, custom SQL databases, and 3rd party tools.
2. Are Customer Insights - Data and Customer Insights - Journey sold separately?
No, both these solutions are bundled within Customer Data Platform (CDP) and marketing automation capabilities under a single base tenant license. But we don’t force you to launch everything at once.
3. How does the platform handle consent management and data privacy (GDPR/CCPA)?
Customer Insights is built on Microsoft Dataverse, which centralizes consent profiles. If a customer opts out via a customer service ticket, that preference instantly updates the unified profile, automatically suppressing them from automated marketing journeys and ensuring strict regulatory compliance.
4. How clean does our data need to be before we can use the AI and Copilot features?
There is nothing like perfect data, and if you work with messy data, AI will hallucinate. We solve this problem during Dynamics 365 Customer Insights implementation. DynaSUM engineers ingest raw data into the Customer Insights platform and use AI features to deduplicate records, map conflicting fields, and build a single source of truth.
Still have questions?
We’re happy to help. Reach out to discuss your needs, challenges, and how AI can fit your business.