D365 Business Solutions
Microsoft Dynamics 365 configured for how you actually work.
Dynamics 365 is a powerful platform. Getting value from it depends entirely on how it's configured, what it's integrated with, and how well it fits the way your team actually works. Taidotech specialises in D365 deployments for regulated service organisations — with the sector knowledge to make it fit from day one.
“A CRM that doesn't fit how your team works becomes a reporting burden, not a productivity tool. Getting the configuration right from the start is worth more than any feature list.”Taidotech — on D365 implementation
What this capability does
D365 that fits your operation, integrated with what you already use.
Taidotech's D365 practice configures and deploys Dynamics 365 Customer Service and Contact Centre for regulated service organisations — with a focus on getting the configuration right for the way the team works, integrating with the sector-specific systems already in use, and making the platform useful from week one rather than month six.
The difference between a D365 deployment that works and one that doesn't usually comes down to three things: understanding the operational context before configuring anything, integrating with the systems that hold critical data (care management platforms, billing systems, scheduling tools), and building in the governance controls that regulated environments require.
We're not a large SI with a standard D365 playbook. We're a small team with deep experience in regulated service environments — which means the configuration reflects your operation, not a generic template.
Our D365 work typically spans three areas: Customer Service — case management, omnichannel communication, and service queue management; Contact Centre — voice and digital channel routing, agent workspaces, and call management; and Power Platform — Power Automate workflows, Power Apps, and Power BI dashboards built on the D365 data model.
Where Sophie is deployed alongside D365, the two platforms are integrated — Sophie's interaction data flows into D365 case management, giving your contact centre team a complete picture of every client interaction regardless of channel.
Every D365 engagement starts with a discovery phase that maps how work actually flows, identifies the integration points that matter, and produces a configuration design before any build begins. We've found this saves significantly more time than it costs.
Capability areas
Four areas within D365 Business Solutions.
Each area can be delivered independently or as part of an integrated D365 programme. The starting point depends on where the operational pain is highest.
Dynamics 365 Customer Service
Case management, customer records, service queue management, SLA tracking, and knowledge base configuration — configured for regulated service environments where case documentation and audit trails are operational requirements, not nice-to-haves. Includes omnichannel integration for email, phone, and digital channels.
Dynamics 365 Contact Centre
Voice and digital channel routing, agent workspaces, real-time and historical reporting, and call management — configured for contact centre teams in regulated service organisations. Integrated with Sophie where voice AI is in scope, giving agents complete context on every caller interaction regardless of whether it started with a human or with Sophie.
Power Automate, Power Apps and Power BI
Workflow automation, custom applications, and operational dashboards built on the D365 data model. Power Automate flows for case routing, notification, and escalation; Power Apps for staff-facing tools that surface the right information at the right time; Power BI dashboards for operational and governance reporting built directly on D365 data.
D365 integration with sector systems
Deep integration experience connecting D365 to the systems regulated service organisations already use — AlayaCare for aged care and NDIS, HealthStream and clinical systems for healthcare, SharePoint and Teams for document management and collaboration, billing platforms, and custom APIs. Integration is designed to be maintainable, not a one-off script.
Technology
Microsoft Dynamics 365 and the Power Platform.
Taidotech is a Microsoft-aligned partner. Every D365 engagement uses Microsoft's enterprise platform — Dynamics 365, Power Platform, Azure, and the Microsoft 365 ecosystem — with the integration and governance experience that regulated sector deployments require.
Use cases
What D365 deployments look like in practice.
Representative examples across regulated service sectors. Every engagement is different — these illustrate the range, not a fixed menu.
What's not working about your current D365 setup — or what's making you consider it?
Whether you're implementing D365 for the first time, fixing a deployment that didn't land well, or extending what's already there — tell us where you are and we'll tell you honestly what the right path looks like.
“Getting the configuration right for how the team actually works is worth more than any feature the platform offers.”Taidotech — on D365 implementation