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Avoid the pitfalls of rushed CRM implementations — work with a partner who gets it right the first time.
Dynamics 365 CRM is highly adaptable, and designed to be implemented by experts to fit your company’s strategy and processes. It’s essential to work with a partner who will help you assess your needs, tailor the technology to you, connect it with the other tools you rely on, and assist your team through change management and training.
A high-quality Dynamics 365 CRM implementation takes 5 steps: Diagnostic, Analysis, Solution Modeling, Deployment, and Operation. These steps require an experienced Dynamics 365 CRM Partner to collaborate with your team and configure the system to your needs.
We start with initial discovery meetings to assess your functional and technical needs, determine necessary integrations, and identify inefficient business processes that can be improved in the implementation. This step is essential for risk mitigation and lays the groundwork for the CRM project.
We thoroughly review your business processes to define precise CRM requirements. This collaborative effort ensures all relevant technical and functional needs are meticulously documented, resulting in a detailed blueprint of the solution architecture you’ll need. This also ensures that our timeline and budget estimates accurately reflect what it will take to get there.
The solution modeling step involves design and development, including technical setup, configuration, training, and testing. Dynamics 365 CRM has a very wide variety of options and configurations that can be used to fit your specific needs. So it’s crucial that we iterate with your team during this phase, including proper user acceptance testing and gathering of feedback.
We prepare for the CRM go-live by setting up the production environment, conducting load testing, and migrating data. This step ensures a seamless transition, with your team ready to effectively use the new CRM system.
We transition to client ownership of the system, with ongoing support from Encore. This includes creating final documentation, conducting a project review, and addressing any ad hoc questions.
Besides building the systems, we’ve built a trusted relationship with Encore across every part of our organization. From the beginning they’ve been the ones to help get things on track, give advice on what’s best for the solution, and really helped us in understanding what our end goal is.
Jaylyn Rowe, Director of Digital Transformation, UBCJA
We won’t sugarcoat it — a lot can go wrong in any CRM implementation: budget overruns, missed deadlines, faulty integrations, and more. To manage these risks, your implementation partner needs to start with solution architecture: a comprehensive blueprint of how your strategic and technical needs map to the solution.
Now, if your CRM partner starts the implementation without first creating such a blueprint, that may give you the initial sense that the project is going smoothly and easily. However, this is because the challenging questions of integrations, company strategy, and specific processes are being avoided until the last possible minute.
Instead, at Encore we insist on starting every Dynamics 365 CRM implementation with careful assessment and solution architecture at the forefront. It may not be as comfortable or convenient at first, but this method leads to implementations that are on-time, on-budget, and meet your true needs by the end.
The cost of implementing Dynamics 365 CRM varies based on company size and needs, with most projects falling between $70,000 and $200,000.
For smaller companies with straightforward sales or customer service needs, costs can start as low as $10,000. In contrast, larger companies requiring extensive customizations and integrations, or advanced functionalities like field service management, may need to invest more than $200,000.
Several key factors influence the cost of CRM projects:
Integrations, especially with major systems like ERP, can add complexity and cost to your project. The cost of integrating the systems depends on whether you’re continuing with your current vendor or switching to a new one, and whether a proven method already exists for connecting that system to Dynamics 365 CRM’s “Dataverse.”
It’s also worth considering that some of your existing tools may be replaced by built-in functionality within Dynamics 365 CRM or other parts of the Microsoft ecosystem, potentially reducing the need for third-party integrations.
Unique sales processes or data requirements may need extra work to customize your solution. Note: While Dynamics 365 CRM is adaptable enough that a skilled partner can customize almost anything, a responsible partner will steer you away from trying to customize everything.
Companies with well-documented processes and requirements tend to have lower costs because that reduces the time and effort needed for discovery and iteration. If your CRM implementation involves processes you’ve never standardized before, that will take more effort to build.
Implementing field service functionalities can require a larger investment, due to the need for specialized features like scheduling, dispatching, and mobile access. In some cases the right solution for our clients is the Dynamics 365 Field Service app within Dynamics 365 CRM, and in other cases we’ve been able to create the specific needed functionality more affordably with the Power Platform.
Implementation is a one-time cost. To understand the total cost of ownership for Dynamics 365 CRM, the two most important ongoing costs to consider are licensing and support.
For a precise estimate that applies the factors above for your specific situation, please contact us. We’ve been implementing Microsoft business technologies for over 35 years, and we’d be happy to help you assess your functional and technical needs, the best path to fulfilling them, and the required budget.
User licenses for the most common Dynamics 365 CRM app, Dynamics 365 Sales, start from $65 USD per user per month ($88.20 CAD).
There are multiple applications within the umbrella of Dynamics 365 CRM, each one tailored to address different business needs, with one or more different license types for each application. Navigating the prices of these offerings can be complex, which is why it’s important to talk to a partner to select the best options for your situation.
Here are three of the common license types:
Depending on your company’s needs, you might use one or more of these applications, with each user potentially holding multiple licenses. If a user has more than one license, there can be a significant “attach” discount.
For more information, you can read Microsoft’s full licensing documentation, or check out our explanation of Dynamics 365 CRM license pricing.
To determine the best license options for your company, contact our experts:
All pricing is subject to change without notice. Based on the length of the license contract commitment and billing plan, per user per month prices may differ from the prices listed above. Contact Encore for the most current product pricing and available contract options.
You can get Dynamics 365 CRM support from Encore’s team of Microsoft-certified experts through a package starting at $1,175 per month.
That includes 5 hours of support per month, and additional hours can be purchased at standard rates of $235/hour.
Our support services address client concerns promptly and have earned a client satisfaction rate of 96%. Learn more about support with Encore.
Encore’s CRM support package includes:
Although most people simply call it “Dynamics 365 CRM,” Microsoft’s modern CRM offering actually includes 5 distinct applications, each of which has functionality specialized to certain needs or departments. You may also see this group of applications referred to as Dynamics 365 Customer Engagement or “CE.”
The 5 Dynamics 365 CRM applications are:
Microsoft doesn’t make product naming simple, but luckily you don’t have to figure out all the details on your own. Our expertise extends across all 5 of these options and the rest of the Microsoft suite. We’ll create a complete solution for you based on whatever tools best fit your situation.
One of the main reasons customers choose Dynamics 365 for their CRM is the ability to connect their data and automate processes across departments and applications. And one of the main reasons customers choose Encore as their Dynamics 365 implementation partner is our expertise across the full Microsoft stack.
We integrate Dynamics 365 CRM with other applications, including:
With over 35 years of experience as a Microsoft Dynamics Partner, we have a track record and a network of relationships to draw on when it comes to selecting and integrating with the best ISV add-ons for you.
We seamlessly integrate add-ons and other Microsoft tools to ensure that Dynamics 365 CRM fits your specific needs. For instance, we can use Power Apps and Power Automate to provide your users and customers with simple data input experiences, pushing data directly into the CRM system and triggering necessary workflows.
Our Chief Revenue Officer, Aran Cameron, explains how focusing on the overall platform or ecosystem helps you make better decisions about business software:
Your CRM implementation can create alignment, efficiency, and transparency across your organization — or it can get bogged down in scope creep, budget overruns, and technical mistakes. Encore will help you navigate the risks and achieve the outcomes you’re aiming for with honest advice, technical depth, and proactive support.
While some partners offer templated, “standard” CRM rollouts, we believe your business deserves a tailored, people-focused approach from the start. Your processes, strategy, and tech stack are unique, and we take those all into consideration when configuring a CRM solution that will work for you.
Together, we’ll get it right the first time, so your system works, and your team is ready to use it.
“I use our Dynamics 365 implementation with Encore as my measuring stick for what a successful technology implementation should look like.”
Joshua Strong, Chief Information Officer, Burkhart Dental Supply
Dynamics 365 CRM implementations typically take 3 to 16 months to complete, depending on factors like the complexity of your business needs, the necessary integrations, how well-documented your business processes are, and how available and committed your team is.
Because there are so many options and factors at play in a CRM implementation, it’s important to be skeptical of any vendor that offers precise timelines without first knowing the specifics of your requirements, tech stack, and strategy. We’d be happy to talk with you and help you develop a realistic time estimate for your company that takes into account all these factors and your specific needs.
We helped Burkhart Dental Supply modernize their field service operations by replacing a legacy system with Dynamics 365 Field Service. Facing limited visibility, inefficient inventory control, and delayed billing processes, Burkhart needed a solution that could support a large, distributed technician workforce while improving service delivery.
Through a structured implementation, Encore introduced real-time visibility, improved scheduling, and stronger inventory management. As a result, Burkhart increased productivity by approximately 15%, reduced lost work orders, accelerated billing cycles, and established a scalable foundation to support continued growth.
“What had to be done manually before can now happen in minutes. That has really transformed how we work with our clients.”
Joshua Strong, Chief Information Officer, Burkhart Dental Supply
What truly sets Encore apart is our systematic and proactive approach to providing support and training for our clients, ensuring you’re never left stranded.
During your go-live, our dedicated Dynamics 365 CRM specialists will be readily available to support you as you begin working in the new system. They’ll resolve any unexpected issues and help your team transition to the new processes with confidence.
Your implementation team will also document the specifics of your system throughout the project. This documentation is available for any support cases needed in the future.
Your team will receive training from Encore as part of your implementation process. And after implementation, we’ll provide training for new users and other needs through Encore Care support.
Encore training goes beyond “feature and function,” and is tailored to your users, their needs, and the business processes around the software.
Additionally, our Encore team creates tips-and-tricks blog articles to keep you informed about using the system efficiently.
Once your system is live and stable, you’ll receive support from the same team that worked on your implementation.
You can submit tickets and view both historical tickets and knowledge-based articles through the Encore Care support portal. Our dedicated specialists address client concerns promptly, earning a client satisfaction rate of 96%.
Scott Murn, our Client Support Services Practice Lead, describes the common challenges companies are facing today, and how Encore’s support services can help you through them:
To truly see the benefits of implementing Dynamics 365 CRM, it takes great communication and partnership between our team and yours.
As an experienced Dynamics 365 CRM Partner, we believe that business technology implementations are fundamentally people-driven change management projects. That’s why we involve your subject matter experts for each of the affected processes in the project. It’s essential to understand their pain points and gain their buy-in early, so the new implementation can achieve full user adoption.
Our project managers coordinate the efforts of both sides, setting clear expectations, keeping leaders up to date on the implementation’s progress, handling change requests, and contingency planning.
From day one, you’ll appreciate constant communication and our honest, straightforward approach. We’ll work closely with each other to solve real-world challenges as partners.
Selecting the right technology partner is just as important as selecting the right CRM solution. Hear more from Aran Cameron, our Chief Revenue Officer, about what makes Encore stand out from other partners:
Before we dive into offering solutions, we’ll take the time to learn how your business works. We’ll assess your current systems, clarify your goals, and create a CRM implementation plan that’s practical, strategic, and tailored to your team.
Ready to explore what’s possible for your CRM? Connect with our experts today.
Three of the main risks to carefully avoid in a CRM implementation are:
In order to de-risk CRM projects, Encore focuses on solution architecture — a comprehensive blueprint of how your needs map to the solution — at the outset of each implementation.
A Dynamics 365 CRM implementation needs to follow five structured steps — Diagnostic, Analysis, Solution Modeling, Deployment, and Operation — all best done with a partner who understands both the technology and your business. Learn more about Encore’s reliable process.
It typically takes take 3 to 16 months to complete a Dynamics 365 implementation. Clients with simpler functional needs, few integrations, and well-documented business processes will typically get their implementations completed more quickly. Also, it’s important for the client’s subject matter experts to have time set aside to participate in aspects of the implementation like requirements gathering, training, and testing. Otherwise, the implementation can be delayed waiting for their input. Learn more.
Implementing Dynamics 365 CRM typically costs between between $70,000 and $200,000. User licenses for the most common app, Dynamics 365 Sales, start from $65 USD ($88.20 CAD) per user per month. Learn more.
There are 4 main reasons businesses choose Encore for Dynamics 365 CRM implementations: