Dynamics 365 Sales helps mid-size companies manage accounts, contacts, opportunities, and pipeline in one place. Dynamics 365 Customer Service helps teams manage cases, queues, knowledge, and service performance. Together they give sales and service leaders a shared view of the customer — what was promised, what was delivered, and what needs attention next. For a company of roughly 100 to 1,000 employees, that shared view matters because the customer experience is no longer owned by one team.
The problems we see are familiar. Sales teams keep their real pipeline in spreadsheets because the system feels slow or does not match how they sell. Service teams work from inboxes because queues and routing are unclear. Data is duplicated, stages mean different things to different managers, and forecasting becomes a negotiation instead of a report. Leaders get dashboards they do not trust, so they ask for manual updates instead.
HarjTech supports, administers, integrates, and advises on Dynamics 365 Sales and Customer Service for mid-size Canadian companies. We help simplify configuration, improve adoption and data quality, connect the CRM to Microsoft 365 and Power Platform, and rebuild reporting so managers see the same numbers. We do not position ourselves as a certified implementer or reseller, and we do not claim partnerships that do not exist. Our role is to make the system easier to use, easier to trust, and easier to run.
Engagements typically start with a review of configuration, adoption, data, and reporting, followed by a prioritized plan. You get clear ownership, documentation, and a path forward your sales, service, and IT teams can sustain.
Dynamics 365 Sales and Customer Service deliver the most value when they are connected to the tools your team already uses. We help connect them with Outlook and Teams so activity is captured without duplicate entry, SharePoint and OneDrive for governed document handling, and Power Platform for approvals, notifications, and lightweight automation. Where appropriate, we also connect with Azure for secure data movement and reporting. Our focus is on supported, documented integrations with clear ownership and error handling, so a broken connection is noticed and fixed rather than silently creating gaps. On the scoping call we map your current connections and identify which ones will remove manual work and improve visibility for managers. Book a scoping call and we will walk through your current setup, confirm priorities, and agree on a practical next step that fits your team and timeline.
The scoping call is a working conversation, not a sales presentation. We ask about your current Dynamics 365 Sales and Customer Service setup, how sales and service teams work today, where adoption or reporting is breaking down, and what you want to improve next. We also ask about your Microsoft 365 and Azure footprint, integrations, and who owns the system internally. You will leave with a clearer view of what is likely driving the issues, what options exist, and what a sensible next step would look like. If a fit exists, we outline a proposed scope, timeline, and working arrangement for your review. If not, we will say so and point you toward a more suitable path. Book a scoping call and we will walk through your current setup, confirm priorities, and agree on a practical next step that fits your team and timeline.
Low adoption is usually a signal, not a training failure. It often means the system asks for too much data, the stages do not match how your team actually sells, or reporting does not give managers what they need. We start by observing how sales and service teams work today, then simplify what they are asked to do: clearer stages and required fields, fewer clicks to log activity, better views and dashboards, and cleaner data so people trust what they see. We also help define who owns accounts, contacts, and opportunities, and how duplicates and stale records are handled. When the system reflects real work and saves time instead of adding to it, adoption improves. The scoping call is where we diagnose which of these issues is driving your adoption gap.
Big Four firms bring scale and formal methodology, but mid-size companies often find that model heavy, slow, and expensive for ongoing support and targeted improvement. Vendor services teams know the product deeply, but their incentive is to keep you inside their own product and services. HarjTech sits in the middle: senior, Microsoft-focused advisory and support sized for a mid-size company, with attention to your whole Microsoft stack rather than a single product. We advise on what to fix, what to leave alone, and when to involve the vendor or a specialist partner. We document decisions, keep governance practical, and work directly with your sales, service, and IT leaders. The scoping call is where you can judge whether that working style fits your team. Book a scoping call and we will walk through your current setup, confirm priorities, and agree on a practical next step that fits your team and timeline.
Both, depending on what you need. A fixed-scope engagement works well when the outcome is well defined — for example, a CRM health review, an adoption improvement, a reporting rebuild, or a cleanup of forms, workflows, and security. The scope, deliverables, timeline, and assumptions are agreed in writing before work starts. An advisory arrangement works better when you need ongoing access to senior advice, regular reviews, and help prioritizing improvements over time. Many clients start with a fixed-scope review or improvement, then move to advisory support to keep momentum. On the scoping call we help you choose the model that matches your urgency, internal capacity, and budget process. Investment is confirmed on the scoping call once scope is clear. Book a scoping call and we will walk through your current setup, confirm priorities, and agree on a practical next step that fits your team and timeline.
Yes. We start with a structured handover review: current configuration, customizations, integrations, security roles, open issues, and any documentation from your previous provider or internal administrator. We then agree on support boundaries, response expectations, escalation paths, and who owns what going forward. If documentation is thin, we rebuild the essential record — what is configured, what is integrated, and what should not be changed without approval. We coordinate professionally with your outgoing provider where needed so knowledge is transferred. The scoping call is the right place to discuss timing, access, and how to make the transition orderly without disrupting active sales and service work. Book a scoping call and we will walk through your current setup, confirm priorities, and agree on a practical next step that fits your team and timeline.
Yes. Forecasting and pipeline reporting only work when stages, close dates, and probabilities are defined and used consistently. We help clarify what each stage means, what must be true to move an opportunity forward, and how managers should review the pipeline. We then improve dashboards and reports so leadership sees the same numbers — pipeline by stage, aging, activity, and forecast — without rebuilding spreadsheets each week. For service, we help surface case volume, response and resolution patterns, and customer trends. We also help establish a regular review rhythm so reports are used to make decisions, not just produced. The scoping call is a good place to share which reports your team no longer trusts. Book a scoping call and we will walk through your current setup, confirm priorities, and agree on a practical next step that fits your team and timeline.
Customer Service works well when cases are routed clearly, ownership is unambiguous, and agents can find answers quickly. We help review queues, routing, entitlements, and service-level tracking, and recommend practical changes that reduce handoffs and rework. We also help improve knowledge — what articles exist, who owns them, and how they are kept current — so agents are not answering the same questions from memory. For reporting, we help define what good service looks like in your context and how it should be measured, including volume, backlog, and resolution patterns. The aim is a service operation that is easier to run and easier to explain to leadership, without adding complexity for agents. Book a scoping call and we will walk through your current setup, confirm priorities, and agree on a practical next step that fits your team and timeline.