EY redefines CRM with Dynamics 365 Sales and Sales Agent in Microsoft 365 Copilot
Sales teams often struggle when CRM systems cannot keep pace with modern selling. This customer story video shows how EY uses Dynamics 365 Sales and Sales Agent in Microsoft 365 Copilot to improve insights and streamline sales work. Watch the video to see how AI-powered CRM helps teams focus more time on customers and opportunities.
What is EY doing with Dynamics 365 Sales and Microsoft 365 Copilot?
EY is working with Dynamics 365 Sales and the Sales Agent in Microsoft 365 Copilot to redefine how CRM is used day to day. Instead of sellers spending a lot of time on manual data entry, these tools help:
- Capture and organize CRM data more automatically
- Surface insights inside Microsoft 365 where sellers already work (email, meetings, documents)
- Free up seller time so they can focus more on building and maintaining customer relationships
The goal is to reimagine CRM as a relationship-enablement tool rather than just a system of record.
How does Sales Agent in Microsoft 365 Copilot help sellers day to day?
The Sales Agent in Microsoft 365 Copilot is designed to sit inside the tools sellers already use and make CRM tasks lighter. In practice, this means it can:
- Assist with data entry into Dynamics 365 Sales so sellers spend less time updating records
- Pull CRM context into everyday workflows (for example, bringing account details into email or meeting prep)
- Help sellers stay organized around opportunities, contacts, and follow-ups
By reducing the manual work around CRM, the Sales Agent helps sellers focus more on conversations and relationships with customers.
What business value can we expect from this CRM approach?
Using Dynamics 365 Sales together with the Sales Agent in Microsoft 365 Copilot helps organizations rethink how sales teams spend their time. Key areas of value include:
- More time for selling: Automating and simplifying data entry means sellers can allocate more of their day to customer conversations and deal progression.
- Better use of CRM data: When CRM information is surfaced directly in Microsoft 365, it becomes easier for sellers to act on insights in real time.
- Stronger customer relationships: With less administrative overhead, sellers can invest more effort in understanding customer needs and building long-term relationships.
Overall, this approach aims to reshape CRM from an administrative burden into a practical sales assistant that supports both productivity and relationship-building.
EY redefines CRM with Dynamics 365 Sales and Sales Agent in Microsoft 365 Copilot
published by General Technique
General Technique was started over twenty years ago with a singular vision: to create a business where the customer comes first. We’ve strived every day to meet this vision, and to build our team with this mantra always in mind. Looking back, we have built a business that has deep and lasting customer relationships, with the type of trust that can only come over time. Our customers know us, and our skills, and indeed engage us to guide them with key decisions that affect not only their Information Technology, but their businesses and hence their people .
We look forward to building a lasting relationship with many more of you in the future.
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