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Digital Walls Consulting

Technologies — Microsoft

Customer

Experience

Our CX Offerings are designed around your team's real-world processes so the solution fits the work, helping your people create better customer experiences every day

Increase Seller efficiency

~15% improvement in seller efficiency

Unify data

~5% higher match precision, 10% more matched records via enrichment & standardization

Create engaging customer experience

~25% less effort per engagement — more personalized, more impactful

Deliver responsive service

~40% faster handling time, 20% higher first-call resolution

Technologies — Microsoft

Customer

Experience

Our CX Offerings are designed around your team's real-world processes so the solution fits the work, helping your people create better customer experiences every day.

"D365 Finance and Operations is the right choice when you need enterprise ERP capabilities without the SAP investment — and when your Microsoft stack is already where your people work."

Increase Seller efficiency

~15% improvement in seller efficiency

Unify data

~5% higher match precision, 10% more matched records via enrichment & standardization

Create engaging customer experience

~25% less effort per engagement — more personalized, more impactful

Deliver responsive service

~40% faster handling time, 20% higher first-call resolution

Applications

Dynamics 365 Sales
Dynamics 365 Customer Insights
Dynamics 365 Contact Centre
Dynamics 365 Customer Service
Dynamics 365 Field Service
Power Platform Low Code Apps

Capabilities

Orchestrate seamless customer engagement from acquisition through advocacy

End-to-end customer engagement—configured for your business, integrated across your ecosystem, and accelerated by Copilot

D365 Sales — Pipeline & Revenue

Opportunity management, pipeline visibility, quote generation, and Copilot-powered meeting summaries and follow-up drafts — configured for your sales motion and integrated with your ERP for quote-to-cash.

D365 Customer Service

Omnichannel case management — email, chat, phone, and web portal — with SLA enforcement, escalation workflows, and Copilot-assisted responses that cut handle time and improve first-contact resolution.

D365 Marketing & Customer Journeys

Customer journey automation, lead scoring, email and event marketing — with AI-personalised content and automated handoff to sales when a lead hits your qualification threshold.

Customer Insights — Unified Profile

Customer data unification across CRM, ERP, and transactional sources — a single customer profile with full relationship history that every team sees, in every application, in real time.

D365 Field Service

Work order management, resource scheduling, mobile field operations, and IoT-triggered maintenance workflows — for organisations with field teams that need to be coordinated, tracked, and supported in real time.

Integration

D365 CRM integrated with S/4HANA or D365 Finance — quote-to-cash, credit checks, order management, and real-time customer financial data visible in the CRM without switching applications.

Solution Accelerators

Pre-built. Battle-tested. Ready to deploy.

Sales Accelerator

B2B Sales Process & Pipeline Templates

Pre-configured sales stages, opportunity fields, and Copilot prompt templates for B2B sales — designed for manufacturing, ITeS, and professional services sales motions.

  • Sales stage configuration with industry-specific exit criteria
  • Opportunity scoring model — deal size, relationship, and urgency
  • Copilot meeting summary and follow-up email templates
  • Power BI sales dashboard — pipeline health and forecast accuracy
D365 Sales
Copilot
Power BI

Service Accelerator

Customer Service SLA & Copilot Templates

Pre-configured case types, SLA rules, routing logic, and Copilot response templates — covering the most common service scenarios across BFSI, telecom, and retail.

  • SLA configuration by case type and customer tier
  • Escalation workflow templates with regulatory deadline tracking
  • Copilot knowledge base and response suggestion configuration
  • CSAT survey and service analytics dashboard
D365 Customer Service
Copilot
Customer Voice

Marketing Accelerator

Lead Scoring & Journey Automation Templates

Pre-built customer journey maps, lead scoring models, and campaign templates — so your marketing team can run their first automated campaign within days of go-live, not months.

  • Lead scoring model — behavioural and firmographic signals
  • Nurture journey templates by industry and buying stage
  • Marketing-to-sales handoff automation with threshold triggers
  • Campaign performance dashboard in Power BI
D365 Marketing
Customer Insights
Power BI

Case Studies

Delivered. Not just proposed.

Sales Transformation

D365 Sales replacing spreadsheet-based pipeline management

B2B Industrial Manufacturer, India

  • D365 Sales deployed across 4 regional teams in 10 weeks
  • 80% adoption in first 30 days — Copilot automation was the tipping point
  • Quote-to-order integrated with S/4HANA — eliminated dual entry
  • Forecast accuracy improved significantly — management saw a reliable pipeline for the first time
D365 Finance
Power BI
Copilot

Customer Service

Omnichannel service transformation for a financial services firm

NBFC, India

  • D365 Customer Service replacing 3 legacy ticketing systems
  • 35% reduction in handle time with Copilot-assisted responses
  • SLA compliance improved from 74% to 96% within 60 days of go-live
  • 360° customer view across loan, deposit, and insurance products
D365 Service
Customer Insights
Copilot

Marketing Automation

Lead management and journey automation for a retail group

Retail & Consumer Group, India

  • Customer journey automation replacing manual email campaigns
  • Lead scoring model reduced sales qualification time by 50%
  • Marketing-to-sales handoff fully automated — zero manual intervention
  • Customer Insights unified profiles from 4 disconnected data sources
D365 Marketing
Customer Insights
Power Automate

Testimonials

Client Testimonials

We had tried two CRM implementations before DWC. Both struggled with adoption because they were built around requirements rather than how our sales team actually worked day to day. DWC spent time understanding our processes first and then tailored the system accordingly. As a result, we saw strong user adoption within the first few weeks

Chief Sales Officer

Industrial Manufacturer · D365 Sales

The Copilot response suggestions were the biggest surprise for my team. Agents went from sceptical to dependent in two weeks. Handle time dropped, CSAT improved, and complaint escalations to the regulator fell 40% in the first quarter. That is a real business outcome from an AI feature.

Head of Customer Experience

NBFC · D365 Customer Service

Marketing and sales were operating in completely different systems with no shared visibility. Now a lead that marketing nurtures flows to sales automatically with the full engagement history attached. That sounds simple — it took two years and two failed attempts before DWC made it actually work.

CMO

Retail Group · Marketing Automation

Speak to a CX specialist today.

30 minutes, no slides. Tell us what your last CRM implementation
missed — and we will tell you how we would approach it differently.

Let's Talk
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