One customer, one record, whoever picks up the phone.
AIM implements and runs sales, customer service and customer insight platforms on Dynamics 365, connected to the orders, contracts and invoices in your ERP, whether that ERP is Dynamics 365 or SAP S/4HANA.
Your sales team and your service team are describing two different customers.
The account manager sees the pipeline. The service agent sees the open cases. Finance sees the overdue invoice. None of them sees all three, so the customer explains their situation again on every call, the renewal conversation opens without knowledge of the complaint, and the forecast is whatever the sales team entered last Friday.
The CRM was supposed to fix this and often made it worse, because it was implemented as a sales tool and never connected to the systems that hold what the customer bought and what they owe. The value is in the connection, not the licence.
Sales, service and the systems behind them.
Implement
Sales, customer service and customer data platforms designed around your sales process and service model, with the ERP integration scoped from the start rather than left as phase two.
Optimize
Pipeline and forecast process review, case routing and service level redesign, duplicate and data quality clean-up, and adoption work for the teams who stopped using the system.
Extend
Copilot and agents for sellers and service agents, customer portals, integration with ERP, marketing and telephony, and customer data joined in Microsoft Fabric for segmentation and analytics.
Support
Ongoing administration, release management, and a backlog that reflects what sales and service leaders actually ask for.
Where AI changes the work for sellers and agents.
Account and opportunity summaries prepared before a sales call
Follow-up emails drafted from meeting notes and customer history
Case summaries and suggested responses for service agents, drawn from your own knowledge articles
Customer questions answered by agents that know when to hand over to a person
Dynamics 365, connected to whichever ERP you run.
Dynamics 365 Sales, Customer Service and Customer Insights
Implementation, optimization, extension and support across the Dynamics 365 customer engagement applications, with Power Pages for customer and partner portals.
If your ERP is SAP
Dynamics 365 customer engagement connected to SAP S/4HANA, so sellers and service agents see orders, deliveries and invoices from SAP in the customer record, and customer data from both platforms is joined in Microsoft Fabric.
Signs your customer record is split.
- Customers repeat themselves every time they call
- Your forecast depends on who updated the CRM last
- Sales cannot see open service cases or overdue invoices before a renewal
- The CRM is used by some teams and avoided by others
- You licensed Copilot for sales and service and nobody has changed how they work
A low-risk first step.
An Executive Value Working Session with the sales or service leader and the platform owner. Where the priority is adoption of AI in an existing platform, Copilot Adoption & AI Productivity is often the faster first step.