A long-term CRM transformation journey
Our partnership with the client spans more than a decade. Over the years, the organization has continuously evolved its CRM platform to support changing business requirements, growing customer expectations, and ongoing digital transformation initiatives.
An important milestone in this journey was the implementation of Microsoft Dynamics 365 to support B2B sales and customer management processes. The platform helped streamline lead management, cross-selling and upselling activities, customer retention initiatives, account planning, and post-sales engagement.
The solution was successfully adopted by several hundred users across the organization. As the platform matured, it was integrated with key business applications, enabling more efficient information flow and providing advanced reporting capabilities through Power BI to support operational and strategic decision-making.
Requirements and challenges of modernization
An important objective of the project was the improvement of internal communication. Smooth cooperation between sales and technical service departments is crucial. Both teams participate in the creation of offers and technical specifications. So far, however, they worked on separate tools, which made processes lengthy and collaboration difficult.
An equally important part was the migration of the offer calculator, which is the client’s proprietary solution. It is a complex and specialized tool, supporting all possible variants and parameters of offers, such as types of tariffs or costs of individual services depending on the region. As it’s very industry- and company-specific, this calculator required an individualized approach. Since the tool is also an essential part of the bidding process, we had to prioritize its reliability and stability.
Optimizing data and processes for the Microsoft cloud
To ensure the full functionality of the system, we migrated data from the private cloud to the Microsoft cloud. This involved mapping the existing functionalities to their counterparts in the new system.
Because some processes have been well-established, we had to redefine some of the data and document flows so that they could be closely reflected in Dynamics 365. In addition, we have transformed data structures and models to make them as efficient as possible in a cloud environment.
In order to adapt the solution to the client’s needs, we created a new version of the offer calculator using Dynamics 365 components, Power Platform functionalities, and .NET code. With this combined approach, we were able to closely recreate the existing processes in the new system. As a result, B2B offer generation is now managed entirely within Dynamics 365, significantly speeding up the work of customer-facing teams.
New collaboration capabilities with Dynamics 365
The system update opened up new technological possibilities for the organization. B2B sales processes have evolved significantly, and thanks to the new platform, it is possible to coordinate the activities of the sales department with marketing and customer service teams scattered throughout the country.
Currently, all communication – from marketing activities, through sales, to support tickets – is integrated within the 360-degree view of the customer. Cooperation between departments is thus much stronger, which has significantly improved customer service at all stages of the relationship.
Effective communication within the Microsoft ecosystem
Dynamics 365, as part of the Microsoft suite of services, is directly connected to Outlook and Teams. Streamlined data exchange improves communication thanks to the automatic synchronization of messages or meetings. Users also get smart recommendations and reminders for current activities. Built-in reports allow them to monitor statuses and respond quickly, as well as set priorities efficiently.Intelligent user support via Copilot
Alongside Dynamics 365 evolution, we implemented Copilot solutions to aid customer service and business users.
For customer service, Copilot Service Workspace handles client communications. Inbound emails to dedicated inboxes auto-convert to Dynamics 365 Customer Service cases, with content analysis assigning categories and routing to teams. Live in production, it organizes workflows, cuts response times, and reduces manual operations.
Simultaneously, we deployed Copilot in Dynamics 365 Sales to support users—from new hires during onboarding to veteran salespeople. We built a knowledge base providing contextual sales process prompts. On a specific opportunity, users receive next-step guidance, visual system navigation, and step-by-step tips—ensuring process consistency, faster onboarding, and stronger system adoption.
Increased efficiency and streamlined business processes
The CRM is used by several hundred people every day, performing hundreds of complex operations. Leveraging the power of Azure cloud services has improved the performance of the solution, significantly accelerating the work of Polkomtel’s teams.
Dynamics 365 supports key customer management processes, including:
- sales pipeline,
- profit planning,
- technical project management,
- administrative processes and planning for independent sales representatives.
With the new version of Dynamics 365, Polkomtel can quickly and easily add new functionalities and platform updates, without the need to engage in extensive development work.
Further development and innovation plans
The organization continues to expand the capabilities of its Dynamics 365 environment, with ongoing investments in customer engagement, marketing, and service operations.
Artificial intelligence remains a strategic area of exploration, with initiatives focused on improving productivity, automation, and decision-making across business functions.
The CRM platform has become a core component of the organization’s digital ecosystem, enabling continuous innovation while supporting long-term business goals. As a trusted technology partner, we continue to help the client evolve the platform and maximize the value of its Microsoft investment.
