Project Title Dynamics 365 Sales Hub Customization for End-to-End Technical Project Selling and Delivery Alignment 

About the Client Our client is a boutique IT services consultancy in London, UK, focusing on cloud migrations, cybersecurity assessments, and digital transformation for mid-market enterprises in finance and manufacturing. With 80 consultants and 25 sales specialists, they manage 60+ technical engagements yearly, where sales cycles blend deep discovery with hands-on POCs to build client confidence. Legacy CRM tools failed to capture the nuance of technical selling, leading to risky commitments. 

"In technical services, selling is 50% conversation, 50% validation. Our old CRM treated every deal like a commodity—we needed structure that mirrored our project reality." 

Business Challenges The client's consultative sales model was undermined by inadequate CRM support: 

• Unstructured Deal Progression: Leads and opportunities lacked guided stages for discovery, POC scoping, and readiness checks, causing premature closes and scope creep. 

• Poor Cross-Team Visibility: Sales handover notes to delivery were inconsistent, resulting in 20% rework from mismatched expectations. 

• Security and Access Overkill: Blanket permissions exposed sensitive POC data, while governance gaps slowed environment management. 

• Document Inconsistencies: Ad-hoc Word templates led to branding errors and version conflicts in proposals. 

• Data Capture Gaps: Forms didn't prompt for technical details like integration needs, delaying qualification. 

• Environment Chaos: Multiple sandboxes without version control risked production errors during testing. 

Our Solution We reimagined the Sales Hub as a technical sales command center, embedding project lifecycle logic to ensure seamless progression and handover: 

Environment and Security Mastery 

• Multi-Environment Strategy: Configured dev, sandbox, and prod instances with ALM best practices, using solutions for portable customizations. 

• Granular Security: Leveraged Dataverse roles and field-level security to restrict POC data to sales-delivery hybrids. 

Customized Entity Workflows 

• Tailored Entities: Extended Leads/Opportunities with custom fields for tech specs, risk assessments, and resource matrices. 

• Guided Processes: BPFs for structured navigation through Discovery, POC Build, Evaluation, and Handover stages, with mandatory gates. 

Lifecycle Enhancements 

• POC Outcome Tracking: Automated fields to log test results, feedback, and deltas, triggering readiness alerts. 

• Delivery Dependencies: Linked opportunities to project entities for auto-populating timelines and budgets. 

Document Automation 

• Word Template Library: Dynamic templates pulling from Dataverse for proposals, pulling in tech diagrams and T&Cs. 

• One-Click Generation: BPF actions to export stage-specific docs with e-signature integration. 

UX Optimization 

• Form Redesigns: Intuitive layouts with sections for business vs. technical inputs, reducing entry time by 30%. 

Technical Implementation Core Components Delivered 

• Business Process Flows: 4 BPFs with branching logic for deal types. 

• Dataverse Schema: 15+ custom fields/relationships across entities. 

• Security Model: 10 roles with hierarchy-based access. 

• Word Templates: 8 parameterized docs with data merge. 

Integration Architecture 

• Change Management: Azure DevOps for solution packaging and deployment pipelines. 

• Data Flows: Power Automate for post-handover notifications to project tools. 

• Mobile Enablement: Responsive forms for on-site discovery. 

Business Outcomes Sales Effectiveness 

• 25% Faster Qualification: BPFs ensured complete data early, cutting stalled deals by 35%. 

• 15% Higher Win Rates: Structured POCs built stronger cases, boosting conversions. 

Delivery Alignment 

• 40% Less Rework: Detailed handovers reduced scope disputes. 

• Improved Governance: Secure environments cut deployment incidents by 50%. 

Operational Streamlining 

• Document Consistency: Templates achieved 100% branded outputs. 

• User Satisfaction: NPS for CRM rose 28 points post-launch. 

Implementation Challenges Overcome BPF complexity for branching paths required extra testing; we used user stories to validate flows. Initial security audits flagged over-permissive roles—we refined with iterative reviews. 

Return on Investment (ROI) Quantifiable Benefits (Annual) 

• Time Savings: 500 hours on deal management (€25,000). 

• Revenue Growth: €200,000 from higher wins and faster cycles. 

• Cost Avoidance: €15,000 in rework reductions. 

Strategic Value Creation 

• Risk Mitigation: Early tech capture minimized project failures. 

• Scalability: Configurable flows support team expansion. 

• Collaboration Boost: Unified views enhanced sales-delivery synergy. 

Tech Stack 

• CRM Core: Dynamics 365 Sales Hub, Dataverse 

• Processes: Business Process Flows 

• Security: Power Platform Security Model 

• Documents: Microsoft Word Templates 

Long-term Impact This configuration has evolved the client's sales into a precision-engineered process, where technical depth drives competitive differentiation. It lays groundwork for AI-enhanced forecasting, ensuring sustained leadership in consultative IT services amid digital acceleration. 

"The Sales Hub now feels like an extension of our expertise. We're qualifying deals with confidence and handing off perfection—our clients notice the difference."