Dynamics 365 Agentic ERP & CRM

What it does. Researches inbound leads, scores them against your own criteria and drafts the first outreach, so sellers receive qualified leads instead of raw ones.

Business value. Sellers spend their time on the leads most likely to buy, and no lead waits days for a first reply.

Return to measure. Lead response time, share of leads worked, lead-to-opportunity conversion and seller hours spent on research.

Getting started with Software Dynamics. We agree your qualification rules, connect your lead sources, run the agent in review mode for a set of real leads and compare its scoring with your sellers' judgement.

What it does. Builds call-ready account and prospect briefs from your CRM data, emails, meetings and public sources, and answers questions about the pipeline in plain language.

Business value. Leaders get an answer about the pipeline in minutes rather than a report in days, and sellers walk into calls prepared.

Return to measure. Time to prepare for a call, time to answer a pipeline question, and forecast accuracy over a quarter.

Getting started with Software Dynamics. We check that the CRM data is clean enough to be trusted, then pilot with one sales team and one set of questions the leadership already asks.

What it does. Watches open deals, flags the ones at risk, suggests the next step for each stage and can handle the paperwork of simple deals.

Business value. Fewer deals stall unnoticed, and managers coach on the deals that need them.

Return to measure. Stalled-deal count, average sales cycle length and win rate on the deals the agent flagged.

Getting started with Software Dynamics. We map your stages and stall rules, run the agent on one product line and review every suggestion with the sales manager before any step is automated.

What it does. Brings deal summaries, meeting preparation and next actions to the seller inside Outlook and Teams, without opening the CRM.

Business value. CRM stays current because updating it is no longer a separate chore.

Return to measure. CRM update rate, data completeness and seller time spent in the CRM.

Getting started with Software Dynamics. We set up the connection to your CRM and the Microsoft 365 tenant, agree what may be written back, and train a first group of sellers.

What it does. Creates cases from inbound requests, updates them as work progresses, drafts resolutions and handles the follow-up that closes the case.

Business value. Agents spend their time on the hard cases, and customers get an answer faster.

Return to measure. Cases per agent, first-response and resolution time, reopen rate and customer satisfaction.

Getting started with Software Dynamics. We review your case types and choose the repetitive ones, set the rules for when a person takes over and pilot on one queue.

What it does. Finds the gaps in your knowledge base after cases close and drafts new articles from how the cases were solved.

Business value. The knowledge base improves from real cases without a content team working through them by hand.

Return to measure. Share of cases solved from knowledge, article reuse and time to publish a new article.

Getting started with Software Dynamics. We assess your knowledge base and approval process, then run the agent with an editor who approves each draft.

What it does. Assesses customer interactions against a framework that your supervisors define, instead of a small sample reviewed by hand.

Business value. Quality is measured across all interactions, so coaching targets the real problems.

Return to measure. Share of interactions evaluated, score trends by team and time supervisors spend on reviews.

Getting started with Software Dynamics. We translate your quality form into an evaluation framework, test the agent's scores against your supervisors' scores and tune it before rollout.

What it does. Detects what a customer wants on digital and voice channels and routes the contact to the right place.

Business value. Fewer misrouted contacts and shorter queues, with a self-service path for the simple requests.

Return to measure. Misroute and transfer rates, containment in self-service and average handling time.

Getting started with Software Dynamics. We study your contact reasons, set up the intents that cover most of the volume and pilot on one channel.

What it does. Brings case data, summaries and next actions into Teams and Outlook for service staff and the experts they ask for help.

Business value. Experts outside the service team can help on a case without learning a new tool.

Return to measure. Time to engage an expert, case resolution time and escalation rate.

Getting started with Software Dynamics. We connect it to your service data, set the access rules and train the first group of agents and experts.

What it does. Matches sub-ledger transactions to the general ledger on an ongoing basis and proposes fixes for the differences it cannot match.

Business value. The close starts from a ledger that is already largely reconciled, and the controller reviews exceptions rather than lines.

Return to measure. Days to close, share of items matched automatically, unreconciled items at period end and hours spent on reconciliation.

Getting started with Software Dynamics. We start with one account type with a stable rule set, measure the match rate against your team's results and widen from there.

What it does. Supports reconciliation, variance analysis and data preparation from Excel and Outlook, grounded in ERP data.

Business value. Finance staff get answers and variance explanations inside the tools they already use for reporting.

Return to measure. Time to prepare a variance pack, number of manual extracts and review cycles per report.

Getting started with Software Dynamics. We connect it to your ERP, choose two reports it will support and agree who reviews the output.

What it does. Cleans and prepares datasets in Excel for period-end reconciliation and reporting.

Business value. Less time on spreadsheet preparation, and the preparation is consistent from month to month.

Return to measure. Hours of preparation per close and the number of errors found in review.

Getting started with Software Dynamics. We run it on one close pack, compare the result with the last manual close and then decide whether to extend it.

What it does. Reads supplier emails, links them to the purchase order, and sends or drafts the follow-up when a confirmation or a delivery date is missing.

Business value. Planners find out about late deliveries from the system, not from a customer, and buyers stop chasing by email.

Return to measure. Confirmation rate, on-time delivery, buyer hours on follow-up and expedite costs.

Getting started with Software Dynamics. We select a group of suppliers and order types, set the rules for what the agent may send alone and review its drafts with the buying team.

What it does. A starting template that routes and tracks engineering and product change approvals across the people who must sign off.

Business value. Changes move through approval faster and are traceable to a decision.

Return to measure. Time to approve a change, changes stuck at approval and rework from missed approvals.

Getting started with Software Dynamics. We adapt the template to your approval chain, test it with one product family and add the governance before wider use.

What it does. Reminds people to submit timesheets, validates entries, scans receipts and routes expenses for approval.

Business value. Faster billing and fewer write-offs from late or incomplete time.

Return to measure. Timesheet compliance, days from work done to invoice, and write-offs.

Getting started with Software Dynamics. We configure it for one business unit, agree the validation rules with finance and measure compliance before and after.

What it does. Handles routine project approvals so managers see only the ones that need a decision.

Business value. Project managers spend less time on approvals that always end in a yes.

Return to measure. Approval turnaround time and approvals handled without a manager.

Getting started with Software Dynamics. We define which approvals are routine, set the limits and run it in review mode first.

What it does. Re-optimises technician schedules for priorities, travel time and same-day disruptions such as a cancellation or an emergency job.

Business value. More jobs completed per day and fewer missed appointments, with dispatchers handling the exceptions.

Return to measure. First-time fix rate, jobs per technician per day, travel time and appointment adherence.

Getting started with Software Dynamics. We check skills, territories and scheduling rules, then run the agent alongside your dispatchers on one region.

What it does. Reads customer emails, captures the sales order, matches customers and items to your records and hands the draft to a person to review and release.

Business value. Orders enter the system within minutes of arriving, without a person keying them.

Return to measure. Order entry time, order errors and orders captured per person.

Getting started with Software Dynamics. We check customer, item and unit-of-measure data, enable the agent for a mailbox and review drafts with the order desk.

What it does. Watches the mailbox for vendor invoices, reads them and prepares a draft purchase invoice for a supervisor to approve.

Business value. Vendors are paid on time, discounts are not missed, and accounts payable staff review rather than type.

Return to measure. Invoice processing time, cost per invoice, late-payment fees and discounts captured.

Getting started with Software Dynamics. We prepare vendor and item data, define the review step and pilot on one entity before others.

What it does. Lets you build agents for your own processes, such as a collections follow-up or a customer onboarding check, and connect them to Dynamics 365 data and other systems.

Business value. You automate the processes that no vendor ships an agent for, using the same platform and controls.

Return to measure. The measures of the process the agent takes over: cycle time, cost per case and error rate.

Getting started with Software Dynamics. We run a design workshop to choose the process, then build a proof of concept with your data. See the proof of concept guide below.

What it does. Gives agents controlled access to Finance and Operations data and business logic, so agents built by you or by us act through the same rules as your users.

Business value. Custom agents work inside your ERP's controls instead of around them.

Return to measure. Number of processes automated through governed access, and exceptions caused by data access.

Getting started with Software Dynamics. We design the agent's permissions, test the access with a limited set of actions and review the audit trail with your security team.

What it does. Gives administrators one place to discover, configure and govern agents, with permissions, monitoring and an audit trail.

Business value. Leaders can see what agents are doing and switch them off, which is the condition for trusting them.

Return to measure. Agents in use, actions taken by agents, exceptions raised and audit findings.

Getting started with Software Dynamics. We set up the governance model with you before the first agent goes live: owners, permissions, review cadence and a kill switch.