500 -1000

Employees

06

Continents of Operation

05

D365 Applications Unified

02

Fiscal Years Stabilized

  • Overview

A Global CX Technology Provider Running Quote-to-Project on Dynamics 365

This customer is a global Customer Experience (CX) technology and services provider that helps organizations modernize customer engagement through contact center transformation, cloud migration, conversational AI, workforce engagement, and omnichannel customer experience solutions — leveraging Applied AI, Generative AI, CCaS platforms, and advanced analytics across voice, digital, and self-service channels.

The business runs a project-based services model on Dynamics 365 Customer Engagement, Dynamics 365 Project Operations, and Dynamics 365 Finance & Operations, connected via Dual Write — spanning the complete lifecycle from quotation and opportunity management through project execution, financial posting, revenue recognition, and customer invoicing.

Dynamics 365 Project Operations for CX technology providers, connecting quotation, project delivery, and financial posting into one governed, well-understood process.

DynaTech Systems was engaged to resolve a range of process and financial issues in an existing D365 implementation — including quotation-process gaps, revenue-recognition errors, project-costing inaccuracies, foreign-exchange reconciliation problems, and undocumented Power Automate integrations — transforming a technically functioning but poorly governed environment into a well-understood, process-driven, and financially accurate solution.

  • Project Operations
  • CPQ & Quote Management
  • Revenue Recognition
  • FX & Treasury Reconciliation
Core Business Operations

CX Transformation Delivered Through a Project-Based Services Model

From opportunity to quote to project delivery, this global CX technology provider operates a consulting-led, project-based business spanning contact center, cloud, and AI-driven customer engagement solutions.

Document & Communication Management Document & Communication Management_h
Business Development & Sales

Prospect identification, consulting-led engagement, opportunity management, quote creation, and deal closure across the CX solutions portfolio.

Lab Automation Software Lab Automation Software_h
CX Strategy Consulting

Customer journey transformation, experience redesign, and modernization consulting for enterprises pursuing digital customer-engagement upgrades.

Project Management & Engineering Support Project Management & Engineering Support_h
CPQ & Quote Management

Structured CPQ processes generating direct and indirect customer quotations, subscription pricing, SKU management, and pricing approvals.

Supply Chain & Warehouse Operations (D365 AWMS) Supply Chain & Warehouse Operations (D365 AWMS)_h
Project Delivery

Delivery teams implement contact center, cloud, AI, and customer-engagement solutions for enterprise customers worldwide.

Subscription Billing Automation Subscription Billing Automation_h
Managed Services

Ongoing management, operational support, optimization, and maintenance of customer environments post go-live.

Data Pipeline & Integration Services Data Pipeline & Integration Services_h
Analytics & Reporting

Business intelligence, performance monitoring, and CX insights delivered through Power BI dashboards across the delivery organization.

Explore Our IT & Professional Services Expertise
Business Functions

A Quote-to-Project Business Process Automation Model Across Five D365 Applications

Opportunity management, quote configuration, project execution, and customer intelligence all connect through Dynamics 365 Project Operations for this CX technology provider.

01

Opportunity Management

Opportunities are created and managed in Dynamics 365 Sales, forming the entry point into the quote-to-project business flow that governs the entire customer engagement.

02

Quote Management (CPQ)

A structured CPQ process supports direct quotes via a quote configurator, guided selling, indirect quotes via Excel upload with automatic product creation, subscription management, and multi-lingual quote documents.

  • Auto margin management and internal approval processes
  • Customer Portal with quote visibility and customer approval

03

Estimate & Project Creation

Estimate requests and templates are generated prior to project execution, with an opportunity-to-project conversion process managed in Dynamics 365 Project Operations.

04

Project Delivery & Financial Posting

Project transactions are managed in Project Operations, with financial postings, revenue recognition, costing, and invoicing performed in Dynamics 365 Finance & Operations via Dual Write synchronization.

05

Executive Reporting

Power BI delivers operational dashboards and analytics across the sales-to-delivery lifecycle, giving leadership visibility into pipeline, project, and financial performance.

Challenges & Resolution

From Technically Functioning to Financially Accurate

The prior D365 implementation was technically functioning but poorly governed — users lacked clear process understanding, and financial postings didn't reliably reflect operational activity. DynaTech's engagement addressed each issue in turn.

Centralized Recipe Management Centralized Recipe Management White
Process Knowledge & User Adoption

Limited documentation and training meant Project Operations functionality wasn't used effectively. DynaTech re-established best practices and trained business users on end-to-end process ownership.

Broker Self-Service Portal Broker Self-Service Portal_h
Quote-to-Project Business Process Automation

The organization transitioned from a legacy CPQ tool to DealHub. DynaTech implemented the new solution, redesigned the quote-to-project process, and trained users on standardized quotation management.

Project Management & Engineering Support Project Management & Engineering Support_h
Project Operations Process Gaps

Inconsistent project setups and costing inaccuracies stemmed from inadequate guidance on project creation, contracts, and resource management. DynaTech established standardized, governed procedures.

Manufacturing Execution (MES) Manufacturing Execution (MES)_h
Revenue Recognition Corrections

Since FY2024, incorrect revenue postings had affected financial reporting across entities. DynaTech reviewed configurations and historical transactions, corrected recognition logic, and reposted entries where required.

Vendor Payment Automation (SKG) Vendor Payment Automation (SKG)_h
Project Costing Accuracy

Incorrect resource costing and allocation were distorting project profitability. DynaTech corrected historical postings and improved costing configurations for future accuracy.

Global Field Support & Professional Services Global Field Support & Professional Services_h
FX & Trial Balance Stabilization

Foreign-currency revaluation gaps had impacted the Trial Balance across two fiscal years. DynaTech corrected accounting entries and established proper revaluation procedures, stabilizing the current fiscal year.

Undocumented cloud flows resolved: Several Power Automate Cloud Flows connecting DealHub, CE, Project Operations, and F&O had little to no documentation. DynaTech reviewed, documented, and optimized each flow — significantly improving system transparency and maintainability.
Technology Stack

Dynamics 365 for Professional Services Firms, End to End

Five Dynamics 365 applications work together to run this CX technology provider's business — from opportunity and quote management through project delivery, financial posting, and customer intelligence — connected via Dual Write and Power Automate.

  • D365 Sales Enterprise

    Opportunity Creation · Quote Generation

    Entry point into the quote-to-project business flow

  • D365 Project Operations

    Estimates · Project Creation · Planning & Execution

    Governs project lifecycle from estimate through delivery

  • D365 Finance

    Revenue Recognition · Costing · Invoicing

    Financial system of record synchronized via Dual Write

  • D365 Customer Insights

    Customer Intelligence · Engagement Data

    Unified customer view supporting CX strategy work

  • DealHub CPQ

    Quote Configurator · Guided Selling · Subscriptions

    Replaced a legacy CPQ tool with a standardized quote-to-project flow

  • Power Automate

    Cloud Flow Integration Across DealHub, CE, PO, F&O

    Automation layer connecting quote, project, and finance systems

  • Power BI

    Executive & Operational Reporting

    Pipeline-to-delivery visibility for leadership

  • D365 Team Members

    Role-Based Enterprise Access

    Governed access across the Dynamics 365 application suite

  • Microsoft Dynamics 365

  • Integration

  • Power Platform

  • Analytics

Transportation & Civil Infrastructure Transportation & Civil Infrastructure White
A Governed Foundation for CX Delivery

With process gaps closed and financials corrected, this CX technology provider's Dynamics 365 environment now generates clean, structured data — supporting reliable reporting and future automation across quote, project, and finance.

Integrations

Dual Write Integration D365 Connecting Sales, Delivery & Finance

Dual Write keeps project and contract data synchronized between Dynamics 365 Project Operations and Finance & Operations in real time, while Power Automate cloud flows connect the CPQ layer to the rest of the ecosystem.

System Integrations

Dual Write integration between D365 Project Operations and Finance & Operations synchronizes project and contract information in real time. DealHub CPQ generates direct and indirect quotations that flow into the opportunity-to-project business process. Power Automate cloud flows connect DealHub, Customer Engagement, Project Operations, and Finance & Operations — now fully documented and optimized following DynaTech's review.

BI & Data Integrations

Power BI is referenced within the CPQ process for dashboarding and business insights, giving leadership executive-level visibility into pipeline, project, and financial performance across the delivery organization.

Two fiscal years stabilized: FX-related issues that had impacted the Trial Balance across FY2024 and FY2025 were corrected, with FY2026 now supported by a sustainable, documented operating model.
See How We Connect Sales, Delivery & Finance
Business Impact

From Poorly Governed to Process-Driven and Financially Accurate

DynaTech's engagement transformed a technically functioning but poorly governed D365 environment into a well-understood, process-driven, and financially accurate solution for this global CX technology provider.

Standardized Quote-to-Project Process

DealHub implementation and a redesigned quotation process replaced inconsistent, ad-hoc quoting with a controlled, standardized sales process.

Corrected Revenue Recognition

Financial reporting accuracy significantly improved across all legal entities following a detailed review and correction of revenue-recognition postings.

Accurate Project Costing

Improved visibility into project profitability and cost performance through corrected costing configurations and standardized processes.

Stabilized FX & Trial Balance

FY2026 operates on a sustainable model following correction of FX-related Trial Balance issues across two prior fiscal years.

Documented Integration Landscape

Every Power Automate cloud flow across DealHub, CE, Project Operations, and F&O is now documented, understood, and optimized.

Improved User Adoption & Governance

Standardized procedures and training gave business users a clear understanding of how operational activity impacts financial outcomes.

Project At a Glance

Microsoft Dynamics 365 CE + Project Operations + F&O

Looking to bring governance and financial accuracy to your Dynamics 365 project business?

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