If your business is running Dynamics CRM it might be time for an upgrade. Dynamics CRM 2011 is now out of mainstream support and this will be shortly followed by Dynamics CRM 2013. There has never been a better time to consider upgrading.

The first steps to understanding the risks to your business is accepting how easily you can react to change and what does out of support really mean for you. We have created a whitepaper, Dynamics CRM end of support, that explains everything you need to know.

You have two options available, you can continue to run an unsupported system or you can look at upgrading. When considering upgrading it is important to look at your upgrade path to understand what solution best suits your business.

Microsoft Dynamics 365 Customer Engagement

Microsoft’s flagship offering is Dynamics 365 for Customer Engagement. This is a package that includes access to many different solutions that all share the same technology and platform. This is effectively 3 modules of the same CRM tool designed for different roles and a number of supporting solutions. All of the solutions sit on the customer engagement platform, using the same database and they share much of the same functionality.

On the other hand, you can choose to simply purchase the solution you need, instead of the full package. However, for larger organisations, with more complex needs, the package is the stronger choice as it’s not much more expensive.

Dynamics CRM - End of Support - Understand the Impact

This whitepaper addresses CRM upgrades in light of the mainstream support for Dynamics CRM 2011 and 2013 ending. Understand the risks and the options available.

Download our whitepaper

Dynamics 365 for Sales

Dynamics 365 for Sales is Microsoft’s CRM Solution for your Sales team. It is a flexible, cloud based solution that provides lots of functionality out of the box and can be easily tailored to suit your organisation. It provides capability that supports lead tracking, sales workflows, reporting, opportunity management, pipeline management and more. There are other third party connectors available.

Boost productivity – Seamlessly connect business process data with Office 365 and LinkedIn data to save time at every step of the process, allowing you to focus on what counts.

Track sales performance – With analytics dashboards showing historical and predictive data you have greater visibility of sales performance and your team activity.

Tailored to you – Easily shape the system to your sales process, extend and connect to other apps and services you already use.  Decide on your target industries and buyer personas, personalise your dashboard to show everything you need to know at a glance.

Sell smarter with artificial intelligence (AI) – Get recommendations and guidance at every stage of the process with built-in intelligence, helping you move deals and prospects forward.

Make it personal – Using the integrated LinkedIn Sales Navigator, easily find out everything you need to know about your target audience and engage at a personal level.

Dynamics 365 for Customer Service

Dynamics 365 for Customer Service is Microsoft’s CRM solution for your service area. It is perfect for your call centre, managing queries, operational actions, complaints and case management. It comes with personalised workflows for any action or process your people need to follow. This can all be monitored and improved with easy reporting to show how your team is performing against targets and areas to focus on.

Engage with customers on any channel or device – Deliver effortless experiences on your customers’ terms, through any channel and on any device.

Deliver fast, personalised service – Make it easy for agents to meet rising customer expectations. Intelligent processes guide agents to the right action every time with set SLAs.

Learn from every interaction – Continuously improve while reducing the cost to serve using data and intelligence to transform how you provide service.

Innovate with a modern and adaptable platform – Drive innovation with an application that is easy to tailor, extend, and connect to other apps and services you already use.

Dynamics 365 for Marketing

Dynamics 365 for Marketing is a new marketing tool from Microsoft, built on the same platform and database as Sales and Customer Service. This gives you the opportunity to manage your entire sales pipeline from marketing to customer, all in one system with an easy handover to sales.

Create and nurture leads – Generate more leads across multiple channels and nurture sales-ready leads with personalised experiences.

Align sales and marketing – Prioritise leads, automate handover, and track progress with shared information and connected processes.

Make smarter decisions – Improve marketing ROI with embedded intelligence and analytics that track marketing performance.

Innovate with a modern and adaptable platform – Drive innovation with an application that’s easy to tailor, extend, and connect to other apps and services you already use.


“Incremental delivered this project in record time. They clearly have deep expertise and experience of D365. They preconfigured a lot of the functionality during pre-sales which gave us a head start, and also had a unique approach to training that enabled it to be carried out in multiple time zones in a very short period of time.”

Fiona MacLeod, Global Strategic Account Manager, Swire

Dynamics 365 case study

Our Services

We are a Microsoft Gold Cloud CRM Partner with a large team of consultants across the UK that specialise in Dynamics CRM and Dynamics 365 Customer Engagement. We use our expertise to provide a CRM that delivers for your business and customers.

We work with legacy Dynamics CRM systems to extend their life and help organisations embrace the newest in technology with Dynamics 365 Customer Engagement. We offer a full range of services to support you on your Dynamics CRM journey including;  implementation, project recovery, upgrade and support.

Dynamics 365 Customer Engagement: 2-HR Demo and Briefing

Our free demo and briefing will highlight the key functionality available from Microsoft Dynamics 365 Customer Engagement, and demonstrate the areas relevant to your organisation.

Set up your free D365 2-HR Demo and Briefing


Incremental Group is working with organisations currently using Dynamics CRM to asses their options and the best way to get them to Dynamics 365.

This involves one of our highly experienced CRM consultants conducting an Upgrade Readiness Assessment (taking into account customisations and 3rd party modules), highlighting the risks and opportunities for businesses and demonstrating later versions to showcase what benefits can be delivered.

Finally, Incremental Group will objectively prepare a report with a recommendation on the best option for the organisation with an implementation plan to allow a thorough consideration of the next steps.

Dynamics CRM to Dynamics 365 Upgrade Assessment

Our proven upgrade readiness assessment involves a comprehensive review of your business to create a plan for Dynamics 365. We will explore how you currently use Dynamics CRM, where you could benefit from new capability, and how to take advantage of the wider benefits of the Microsoft Cloud.

Book your assessment


If upgrading isn’t for you right now then you need to have fantastic support in place. Our team of CRM and 365 consultants are Dynamics CRM experts and can keep your system delivering for you. Incremental Group offers a flexible support model where we can offer a fixed price support contract or bank of hours.

Our service desk team provides you with support when you need it, designed around your SLAs, giving you the confidence that your system will continue to deliver for you.


Contact us to find out how our experts can help you upgrade today.

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