Microsoft Dynamics 365 consulting: CRM implementation, migration, optimisation
Dynamics 365 is Microsoft’s enterprise CRM: sales, customer service and marketing on one database, accessible from Outlook and Teams. We work with the CRM product (Sales, Customer Service, Customer Insights – Journeys), not with the Business Central ERP. We specialise in implementing the Sales, Customer Service and Customer Insights – Journeys modules, migrating from legacy systems and fixing systems that already run — for SMEs and mid-sized companies, in English, German and Hungarian, as a nearshore partner in the EU.
What is a CRM system, and what does it do for an SME?
A CRM (Customer Relationship Management) system keeps every customer, every prospect and every interaction with them in one place: who promised what and when, where the quote stands, what the last complaint was. What used to live in emails, spreadsheets and colleagues’ heads becomes searchable, shareable and measurable.
For a company of 20–500 people a CRM delivers three things: visibility (management sees the sales pipeline and the service workload), continuity (when a colleague leaves, the system keeps all previous information about the customer) and automation (reminders, quote templates, SLA monitoring, campaigns). Dynamics 365 delivers this inside the Microsoft environment: Outlook, Teams, SharePoint, Excel — users keep working where they already are.
Which Dynamics 365 module does what?
| Module | What it does | For whom |
|---|---|---|
| Dynamics 365 Sales | leads, opportunities, quotes, sales process, forecasting; Outlook and Teams integration | B2B sales teams |
| Dynamics 365 Customer Service | cases (tickets), SLAs, knowledge base, omnichannel (email, chat, phone), customer portal | customer service, field service desks |
| Dynamics 365 Customer Insights – Journeys (formerly Marketing) | email campaigns, customer journeys, events, forms, lead scoring, consent management | marketing; on the same database as Sales |
| Dynamics 365 Customer Voice | surveys, satisfaction measurement (NPS, CSAT) linked to CRM data | add-on |
| Dynamics 365 Field Service | on-site service: work orders, scheduling and dispatch board, asset and spare-part tracking, preventive maintenance, mobile app for technicians | companies with field service or installation teams |
| Dynamics 365 Project Operations | project-based sales and delivery: quotes, project plans, resource planning, time tracking, expenses, project invoicing | consulting, engineering and other project-based service firms |
| Dataverse | the common data platform under the modules: tables, security roles, business rules, audit | the basis of every implementation |
| Power Platform | Power Automate flows, Power Apps forms, Power BI reports on CRM data | customisation, integration |
Dynamics 365 CRM or Business Central?
Microsoft sells two different systems under the “Dynamics 365” name. Dynamics 365 CRM (Sales, Customer Service, Customer Insights – Journeys) manages customer relationships: leads, quotes, service cases, campaigns. Dynamics 365 Business Central is an ERP: accounting, inventory, purchasing, manufacturing. They are often confused, because searches for “Dynamics 365 implementation” mostly return Business Central partners.
We work on the CRM side. For Business Central solutions we recommend DynaGo Hungary, with whom we share an office (Business Central, NAV, Finance & Operations); the two systems can be connected, and we handle the integration from the CRM side.
How does a CRM implementation work?
- 1Process discovery
Workshops with the sales reps and the customer service and marketing staff: how they work today, what hurts, what must be measured. Output: target processes and a requirements list.
- 2Solution design
Modules, data model, security roles, integrations (ERP, invoicing, website, telephony), migration plan. Licence requirements are fixed here.
- 3Configuration in iterations
2–4 week sprints, each ending with working, demonstrated functionality. Key users can test the system from the second sprint on.
- 4Data migration
Cleansing, de-duplication, trial migration, validation, production migration — from the old CRM, spreadsheets or ERP.
- 5Testing and training
Manual functional and user acceptance (UAT) testing, automated regression tests for business-critical processes (software testing), role-based user training.
- 6Go-live and support
Hypercare in the first weeks, then operations and further development.
Typical duration: a Sales implementation for 20–50 users takes 2–3 months; Customer Service with omnichannel 3–5 months. The most common cause of delay is not technology but decision-makers’ time — which is why we work iteratively.
Integration and development: Power Platform, Azure, .NET
A CRM rarely stands alone. Where configuration ends, we continue with the standard tools of the Microsoft platform — not with a proprietary framework only we could maintain.
Copilot, Power Platform and enterprise integration – together with our partner
On larger projects we work as one team with NoLimit CRM Solutions, with whom we share an office (our partners). Together we cover the whole Microsoft business platform alongside the CRM implementation, from strategy to long-term application management.
Audit, optimisation and training
Not every project is a new implementation. Often an existing system needs to be put in order:
How much does Dynamics 365 cost?
There are two costs: licences and implementation.
| Licence (Microsoft list price for Hungary, October 2026) | Price (EUR excl. VAT, annual commitment) | Note |
|---|---|---|
| Dynamics 365 Sales Professional | €56.30 per user / month | smaller teams, simpler processes |
| Dynamics 365 Sales Enterprise | €91.00 per user / month | full customisation, forecasting |
| Dynamics 365 Sales Premium | €130.00 per user / month | Enterprise + Sales Insights, 1,000 Copilot credits |
| Dynamics 365 Customer Service Professional / Enterprise | €43.30 / €91.00 per user / month | omnichannel (Digital Messaging) is a separate add-on; Premium €169.00; Contact Center €95.30 |
| Customer Insights (Journeys + Data) | €1,473.00 per tenant / month | unlimited users; 10,000 engaged and 100,000 unified persons included; capacity packs extra |
| Dynamics 365 Team Members | USD 8 per user / month (the Hungarian price list shows no EUR price) | reading and light tasks (approvals, own records, knowledge base); not for full CRM work |
| Power Apps per app (per-app user licence) | USD 5 per user / app / month (via a CSP reseller only) | one user runs one specific Dataverse app (e.g. a custom CRM module); no longer sold directly since 2 January 2026 and not on the Hungarian price list |
| Power Apps Premium | €17.30 per user / month | unlimited Power Apps and Dataverse for one user, without a Dynamics licence |
Source: Microsoft Dynamics 365 pricing, Hungarian page, 1 October 2026; list prices are indicative, the final price depends on billing currency and term. As a reseller we supply the licences too, invoiced in HUF or EUR — see licensing. The implementation fee depends on scope: a Sales implementation for 20–50 users typically takes 30–50 consultant days, i.e. HUF 4.5–7.5 million net (approx. EUR 12,000–20,500 at the MNB rate of 26 October 2026); integrations, migration and Customer Service add to it. Our proposal shows implementation, licences and operations on separate lines.
Can we migrate data from our old CRM?
Yes, and it is one of the most important tasks of the implementation. Salesforce, HubSpot, Pipedrive, legacy Dynamics CRM, in-house systems or spreadsheets — data can be moved from any of them. The process: data cleansing (duplicates, missing fields), mapping to the new data model, trial migration into a test environment, validation with key users, production migration over a weekend. History from the old system (activities, emails, documents) can also be carried over if the client wishes.
What happens after go-live?
Joint references with our partners
On larger Dynamics 365 CRM projects we work as one team with NoLimit CRM Solutions, with whom we share an office (our partners). Previous successful NoLimit CRM projects, to name but a few: OTP Bank, OTP Pénzügyi Pont, MVM Next, MVM Informatika, NN, MediaMarkt, Danubius Hotels, ALTEO, FE-Group, E2, MET, Kall Ingredients, Trigo, Asura, Step Forward, Rapidshape and Sinergy.
Before founding MDRSZ Consulting, our managing director Norbert Madarász worked as a CRM and test automation consultant at Qualysoft (2015–2019), mostly for clients in the DACH region: Dynamics CRM and Aurea CRM customisation, e-mail marketing automation, and Tricentis Tosca UI and API tests for SAP, CRM and portal systems. Clients, to name but a few: AirPlus, Bauer, Beck+Heun, Bihler, Diakonie Österreich, Globalance, Hahn+Kolb, Hauff-Technik, Johanniter, Knauf, Sedus, Kreissparkasse Heilbronn, Ströer, websms, aiMotive, Huntraco, Ivanka, MVM Informatika and SEWS-E.
Who works on your implementation?
Which exams and certifications do we hold?
| Area | Certification | Issuer |
|---|---|---|
| Dynamics CRM | MB2-704: Microsoft Dynamics CRM Application | Microsoft |
| Dynamics CRM | MB2-707: Microsoft Dynamics CRM Customization and Configuration | Microsoft |
| Implementation management | MB5-705: Managing Microsoft Dynamics Implementations | Microsoft |
| Test automation | Tosca Automation Specialist – Level 1 and Level 2 | Tricentis |
| Test design | Tosca Test Design Specialist – Level 1 and Level 2 | Tricentis |
| API testing | Tosca Automation Specialist for API | Tricentis |
| Database testing | Tosca Automation Specialist for Database | Tricentis |
| Test automation | Tosca Query Language (TQL) | Tricentis |
| Licensing | Microsoft Cloud Solution Provider (CSP) reseller; Google Workspace partner | Microsoft, Google |
Further reading
Frequently asked questions
Is Dynamics 365 free?
No. There is no free plan; Microsoft offers a 30-day trial, after which a per-user monthly licence is required (see the list prices above). Only the Dynamics 365 mobile app and the Outlook add-in are free to download, and they too need a licensed account.
Dynamics 365 or HubSpot / Salesforce?
HubSpot starts quickly and is strong in marketing, but deeper customisation and larger user numbers get expensive. Salesforce is the largest CRM platform with many add-ons, usually at a higher total cost. Dynamics 365 is the best fit where the company already uses Microsoft 365: Outlook, Teams, SharePoint, Excel and Power BI connect natively, and Power Platform extends it without code. We justify the choice in writing after discovery.
Do I need Dynamics 365 Sales or Business Central?
If you want to systemise sales, customer service or marketing: Sales / Customer Service / Customer Insights – Journeys (CRM). If you want accounting, inventory, purchasing or manufacturing: Business Central (ERP). The two can be connected but are different products with different partner ecosystems. We work with the CRM product; for Business Central we recommend DynaGo Hungary, with whom we share an office.
Do we need separate licences for Dynamics 365 if we already have Microsoft 365?
Yes. Microsoft 365 (Outlook, Teams, Office) and Dynamics 365 are separate subscriptions; Dynamics licences are bought per user or — for Journeys — per tenant. The Outlook and Teams integration, however, works with your existing Microsoft 365.
Is the interface available in English and Hungarian?
Yes, the Dynamics 365 interface is available in both and set per user — Hungarian- and English-speaking colleagues work in the same system.
Does it work from Outlook?
Yes: the Dynamics 365 App for Outlook links email, calendar and contacts directly to the CRM — a salesperson logs the customer and the quote from Outlook, and the correspondence shows up in the CRM.
Can we use it on a tablet or phone?
Yes. The Power Apps mobile app (iOS, Android, Windows) gives access to the same Sales and Customer Service apps as the browser, with a layout that adapts to smaller screens. The system also opens in a phone browser. In the field, users log calls, meetings, photos and notes in the app. Once offline mode is configured, they keep working without signal, and changes sync when the connection returns. No separate licence is needed: the existing user licence covers it.
How long does an implementation take?
A Sales implementation for 20–50 users typically takes 2–3 months, Customer Service with omnichannel 3–5 months. Speed depends on decision-makers’ availability and the state of the data; with our iterative approach the first usable functions are live in the first month.
Do you also help with Copilot?
Yes. The Copilot features of Dynamics 365 (email drafts, case summaries, forecasting) are a licence and data-quality question; we switch them on as part of the implementation or later, once the data is ready.
Let’s talk about your project.
Tell us what you are planning and we will get back to you within a few days.
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