- What We Do
TRANSFORM
- Who We Serve
- Technologies
SAP
Data & Analytics
Technologies — Microsoft
Customer
Experience
Our CX Offerings are designed around your team's real-world processes so the solution fits the work, helping your people create better customer experiences every day.
"D365 Finance and Operations is the right choice when you need enterprise ERP capabilities without the SAP investment — and when your Microsoft stack is already where your people work."
Increase Seller efficiency
~15% improvement in seller efficiency
Unify data
~5% higher match precision, 10% more matched records via enrichment & standardization
Create engaging customer experience
~25% less effort per engagement — more personalized, more impactful
Deliver responsive service
~40% faster handling time, 20% higher first-call resolution
Capabilities
Orchestrate seamless customer engagement from acquisition through advocacy
End-to-end customer engagement—configured for your business, integrated across your ecosystem, and accelerated by Copilot
D365 Sales — Pipeline & Revenue
Opportunity management, pipeline visibility, quote generation, and Copilot-powered meeting summaries and follow-up drafts — configured for your sales motion and integrated with your ERP for quote-to-cash.
D365 Customer Service
Omnichannel case management — email, chat, phone, and web portal — with SLA enforcement, escalation workflows, and Copilot-assisted responses that cut handle time and improve first-contact resolution.
D365 Marketing & Customer Journeys
Customer journey automation, lead scoring, email and event marketing — with AI-personalised content and automated handoff to sales when a lead hits your qualification threshold.
Customer Insights — Unified Profile
Customer data unification across CRM, ERP, and transactional sources — a single customer profile with full relationship history that every team sees, in every application, in real time.
D365 Field Service
Work order management, resource scheduling, mobile field operations, and IoT-triggered maintenance workflows — for organisations with field teams that need to be coordinated, tracked, and supported in real time.
Integration
D365 CRM integrated with S/4HANA or D365 Finance — quote-to-cash, credit checks, order management, and real-time customer financial data visible in the CRM without switching applications.
Solution Accelerators
Pre-built. Battle-tested. Ready to deploy.
Sales Accelerator
B2B Sales Process & Pipeline Templates
Pre-configured sales stages, opportunity fields, and Copilot prompt templates for B2B sales — designed for manufacturing, ITeS, and professional services sales motions.
- Sales stage configuration with industry-specific exit criteria
- Opportunity scoring model — deal size, relationship, and urgency
- Copilot meeting summary and follow-up email templates
- Power BI sales dashboard — pipeline health and forecast accuracy
Service Accelerator
Customer Service SLA & Copilot Templates
Pre-configured case types, SLA rules, routing logic, and Copilot response templates — covering the most common service scenarios across BFSI, telecom, and retail.
- SLA configuration by case type and customer tier
- Escalation workflow templates with regulatory deadline tracking
- Copilot knowledge base and response suggestion configuration
- CSAT survey and service analytics dashboard
Marketing Accelerator
Lead Scoring & Journey Automation Templates
Pre-built customer journey maps, lead scoring models, and campaign templates — so your marketing team can run their first automated campaign within days of go-live, not months.
- Lead scoring model — behavioural and firmographic signals
- Nurture journey templates by industry and buying stage
- Marketing-to-sales handoff automation with threshold triggers
- Campaign performance dashboard in Power BI
Case Studies
Delivered. Not just proposed.
Testimonials
Client Testimonials
We had tried two CRM implementations before DWC. Both struggled with adoption because they were built around requirements rather than how our sales team actually worked day to day. DWC spent time understanding our processes first and then tailored the system accordingly. As a result, we saw strong user adoption within the first few weeks
Chief Sales Officer
Industrial Manufacturer · D365 Sales
The Copilot response suggestions were the biggest surprise for my team. Agents went from sceptical to dependent in two weeks. Handle time dropped, CSAT improved, and complaint escalations to the regulator fell 40% in the first quarter. That is a real business outcome from an AI feature.
Head of Customer Experience
NBFC · D365 Customer Service
Marketing and sales were operating in completely different systems with no shared visibility. Now a lead that marketing nurtures flows to sales automatically with the full engagement history attached. That sounds simple — it took two years and two failed attempts before DWC made it actually work.
CMO
Retail Group · Marketing Automation
Speak to a CX specialist today.
30 minutes, no slides. Tell us what your last CRM implementation
missed — and we will tell you how we would approach it differently.