150 +

Employees

D365 Sales + Service

Core CRM platform

Power BI

Leadership dashboards

Voice-enabled

Customer support

The Business

Clinical testing at scale needs a CRM that keeps sales and service in sync

This organization provides clinical and nutritional diagnostic testing services across the United States. As the business grew, sales and customer service teams needed a shared, real-time view of every account, case and interaction, along with reporting leadership could trust. DynaTech now serves as its ongoing IT partner, managing and continuously improving Dynamics 365 CRM processes across Sales and Customer Service.

Sales Operations

Lead and opportunity management with close collaboration between sales and service teams inside the same CRM workspace.

Customer Service

Case intake, response handling, and automated alerts and follow-ups so nothing sits unattended.

Leadership Reporting

Real-time dashboards giving executives and managers visibility into performance and case volumes as they happen.

Compliance & Audit

A fully auditable record of customer interactions, supporting the compliance standards diagnostics providers are held to.

The Solution

D365 Sales and Customer Service, working from the same data

DynaTech implemented and continues to support a Dynamics 365 CRM for healthcare providers that ties sales pipeline, service cases and reporting to one Dataverse foundation, extended with a voice agent for customer self-service and call handling.

01

Customer Response Management

Automations built to reduce response time, backed by voice agent support for faster customer self-service.

02

Sales-Service Collaboration

A unified CRM workspace where sales and service teams collaborate on the same accounts and contacts, without switching systems.

03

Alerts & Follow-ups

Automated reminders keep support staff on top of open cases and pending actions.

04

Analytics & Dashboards

BI for D365 CRM dashboards in Power BI give leadership real-time performance and case volume reporting.

Technology Stack

The Dynamics 365 CRM applications behind the workflow

The organization runs its Dynamics 365 customer service healthcare processes on a focused, well-integrated stack rather than a sprawl of disconnected tools.

 

Application / Area

Business Use

Dynamics 365 Sales

Lead and opportunity management, with visibility shared across the service team.

Dynamics 365 Customer Service

Case management, SLAs, alerts and follow-ups for the support organization.

Voice Agent (ISV/Custom)

Telephony and AI-assisted voice support for customer self-service and call handling.

Power BI

Leadership dashboards built over Dataverse for service performance and case-volume reporting.

Role-Based Access

Segregated visibility for sales, service and leadership teams.
D365 Sales for diagnostics industry D365 Customer Service BI for D365 CRM Voice Agent / Omnichannel Dataverse
Where It Runs

Cloud-native, Microsoft-managed infrastructure

The CRM runs on Microsoft's cloud platform, so the organization benefits from Microsoft-managed infrastructure rather than maintaining its own servers.

Cloud & Hosting

Microsoft Azure, delivered as a cloud SaaS environment through Dynamics 365 and the Power Platform.

Data & Backup

Dataverse serves as the primary CRM data store, with Microsoft-managed backup and disaster recovery built in.

Security

A role-based security model aligned to Sales and Customer Service teams, with defined access per internal team.

Environments & Releases

Dedicated Development, Test/QA, UAT and Production environments, supported by a defined change approval process.

The Outcome

What the platform delivers today

Outcome Outcome_Image

Faster case response, driven by automation and voice agent-enabled self-service.

Outcome Outcome_Image

One CRM workspace where sales and service collaborate on the same accounts, contacts and activities.

Outcome Outcome_Image

Real-time Power BI dashboards giving executives and managers live visibility into performance and volumes.

Outcome Outcome_Image

An auditable trail of customer interactions that supports compliance requirements.

Outcome Outcome_Image

Ongoing O&M support from DynaTech's D365 CRM consultants, so the system keeps improving as the business grows.

Project At a Glance

  • Industry

    Diagnostics / Functional Medicine

  • Headquarters

    United States

  • Team size

    150+ employees

  • Platform

    Dynamics 365 CRM (Sales & Customer Service)

Looking for a D365 CRM built for healthcare providers?

DynaTech designs and supports Dynamics 365 Sales and Customer
Service implementations for diagnostics, clinical and healthcare
organizations, backed by BI for D365 CRM reporting and dedicated CRM
support.

 

Talk to DynaTech
Get In Touch Get In Touch

Get In Touch