02
countries · UAE and Saudi Arabia
05
dealership businesses on one platform
05
user roles with guided experiences
01
unified pipeline for every lead channel
- Executive summary
One system from first enquiry to confirmed order
An automotive retail group operating branded showrooms in the UAE and Saudi Arabia wanted its call-center agents, sales managers and sales executives to progress a customer from first enquiry to confirmed order in one reliable system, while giving management real-time visibility.
DynaTech delivered Dynamics 365 for automotive dealerships built on the Annata automotive solution, extended with Power Automate and Power Apps. Users create and assign leads, log follow-ups and test drives, qualify, quote and revise deals, and synchronize quotes with Dynamics 365 Finance & Operations before converting them to sales orders and purchase agreements.
The common platform was configured for each dealership's local variations, including an Outlook and Teams approval flow for selected businesses.
Disconnected channels and tools hid the real state of every customer
Before the project, presales and sales activity ran across disconnected channels and tools, and lead and quote data was maintained directly in the F&O system. A dedicated sales application for the on-ground team was needed for better usability.
Leads arrived through calls, walk-ins, the website, social campaigns collected in a Google Sheet, and national ID card scans, but no single system captured, assigned and worked them consistently.
Pain points
Fragmented lead intake
Leads lived in different places, making capture, de-duplication and follow-up hard.
Inconsistent activity tracking
Follow-ups, appointments and test drives were not reliably logged.
Disconnected quoting & approval
Quotes were created, revised and approved informally and were not reconciled with F&O.
Low management visibility
Little real-time insight into open leads, deals and team workload made forecasting difficult.
Target KPIs & goals
- Give every role a clear, guided way to capture and progress work
- Consolidate all lead channels into a single pipeline
- Provide accurate real-time dashboards on open work and pipeline
- Enable reliable revenue forecasting from the deal pipeline
- Build a clean data foundation to analyze what drives deal closure and why some executives outperform
Dealership sales process automation on Annata, Dynamics 365 and the Power Platform
Annata provides an automotive-specific data model on Dynamics 365, so vehicles, test drives and deals are supported out of the box instead of rebuilt on a generic CRM. DynaTech configured it to the group's lead, test-drive, opportunity and deal processes.
Dealership sales process automation then connects the front office to finance: CE and F&O quote synchronization keeps commercial data consistent as deals are created, revised and confirmed.
What we delivered
01
Unified sales system
One Annata / D365 CE environment for all five roles, from call-center agent to Dealer Principal.
02
Multi-channel lead consolidation
Website, social-campaign sheet and ID-card-scanner integrations feed a single lead pipeline.
03
Test drive and lead management
Follow-up tasks, appointments, test drives and output documents are logged against each lead.
04
Automated routing
Power Automate routes leads from call center to showroom manager to sales executive.
05
Outlook and Teams deal approval
For selected dealerships, deals route to the manager for approval in tools managers already use.
06
Quote-to-order flow
Quotes synchronize with F&O and convert to sales orders and purchase agreements.
07
Role-based dashboards
Open leads, opportunities, deals and tasks for each role, with an oversight view for management.
08
Secured, role-based access
Each of the five roles sees the right records and guided screens.
Key technologies & integrations
- Annata (automotive ISV on D365)
- Dynamics 365 Customer Engagement
- Dynamics 365 Finance & Operations
- Power Automate
- Power Apps
- Outlook & Teams
- National ID card scanner integration
- Google Sheets lead feed
Five lead sources, one pipeline, connected to finance
Inbound and digital lead sources consolidate into Annata on D365 CE. Automation routes work and approvals, and quotes synchronize with F&O for order processing.
Simplified solution architecture across CE and F&O.
Phased rollout across the group's dealerships
DynaTech delivered the programme in structured phases, rolling out one common platform while respecting each dealership's local process variations. This multi-dealership CRM rollout followed these phases:
01
Discovery & design
Workshops with each dealership to map processes, lead channels, roles and approval variations.
02
Configuration & customization
Annata / D365 CE environment and F&O commercial processes tailored to lead, deal and order flows.
03
Integration build
Website, sheet and ID-scanner integrations plus CE-to-F&O synchronization.
04
Automation & approvals
Lead routing and the Outlook / Teams approval workflow.
05
Dashboards
Role-based dashboards for call center, managers, executives and the Dealer Principal.
06
UAT, training & go-live
Business UAT, role-based training and phased go-live with hypercare.
Reliable forecasts, one pipeline and strong adoption
Dynamics 365 for automotive dealerships gave the dealership teams a single dependable place to run presales and sales, and gave management the data foundation it had been missing.
01
Unified lead pipeline
All channels flow into one pipeline, so enquiries are worked consistently.
Live
Revenue forecasting
With CE and F&O connected, estimated revenue is forecast from live deal data.
05
Roles on one platform
Guided, role-based experiences with shared dashboards.
02
Countries, one common platform
A foundation that eases future rollouts and change.
Tangible Benefits
- Reliable revenue forecasting from the deal pipeline
- Clean data to analyze what makes a good closing KPI
- Comparable data across executives for coaching and best-practice sharing
- All lead channels captured and worked in one place
Intangible Benefits
- Strong user adoption thanks to the guided, role-based experience
- Process standardization replacing informal, disconnected ways of working
- Shared real-time management visibility
- Group-wide consistency that eases future rollouts
Project At a Glance
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Industry
Automotive retail and dealerships
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Region
UAE and Kingdom of Saudi Arabia
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Businesses
New-vehicle showrooms, a dealership with manager-led approvals, used cars, parts and a Saudi dealership
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Platform
Dynamics 365 CE + F&O, Annata, Power Platform
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Users
Call-center agents and managers, sales managers, sales executives, Dealer Principal
Ready to digitalize your dealership sales process?
Talk to DynaTech about Annata and Dynamics 365 for dealership groups — from lead capture to quote, approval and order.
