- Solutions
- AI First Services
- Business Outcomes
- Industry AI Accelerators
- Insights & Resources
- About
For business management solutions email us or call 020 3004 4600
Customers expect faster responses, personalised journeys and connected experiences across every channel. Dynamics 365 Customer Engagement (CE) - Microsoft’s modern evolution of what many once knew as “Dynamics CRM” - brings all those capabilities together in one intelligent, cloud‑based platform.
At Advantage, we help you unlock the full potential of CE across Sales, Customer Service and Marketing, delivering smarter interactions powered by Microsoft AI and your business data.
Give your sales teams AI‑backed insights, automation, and a single view of every customer.
What we help you achieve:
This is sales for the AI era - efficient, informed and optimised.
Support your customers with intelligent, omnichannel service that adapts to their needs.
Key capabilities we bring to life:
Your service operation becomes proactive, efficient and insight‑driven.
Craft personalised, measurable journeys that adapt in real time.
We help you leverage:
Marketing becomes more predictable, personalised and efficient.
Deep Expertise in Microsoft’s Modern CE Platform
We follow Microsoft’s official shift from the legacy CRM brand toward Customer Engagement, ensuring your solution is future‑ready and aligned with cloud innovation.
AI‑Infused Consultancy to Drive Productivity
With Microsoft Copilot at the centre of CE, we help your teams automate tasks, reduce effort and focus on meaningful engagement.
End‑to‑End Implementation & Support
From strategy and design to deployment, training and continuous optimisation, we support your customer‑facing teams every step of the way.
A Flexible Roadmap That Grows With You
As Microsoft expands the CE suite with new AI agents, automation and insights, we ensure your business evolves alongside it.
Whether you’re transitioning from an older CRM platform or enhancing your existing Dynamics 365 system, we help you build intelligent, connected and AI‑powered customer experiences.
Everything you need to know about Microsoft Dynamics 365 Customer Engagement and how Advantage helps UK businesses implement, adopt, and get the most from it.
Dynamics 365 Customer Engagement (CE) is Microsoft's cloud-based CRM platform that brings together Sales, Customer Service, and Marketing (Customer Insights — Journeys) in a single, AI-powered suite. It is the modern successor to Microsoft Dynamics CRM and runs entirely in Azure, with native integration across Microsoft 365, Teams, Power Platform, and Microsoft Copilot.
Unlike traditional CRM tools, Dynamics 365 CE is continuously updated by Microsoft and uses embedded AI to help sales teams forecast more accurately, service teams resolve cases faster, and marketing teams run more personalised campaigns — all from one connected system.
Microsoft Dynamics CRM was the legacy product, available as an on-premises or hosted solution. Dynamics 365 Customer Engagement (CE) is its modern, cloud-based replacement — rebranded and significantly expanded by Microsoft.
Key differences include: CE is cloud-native (no on-premises servers required), it includes Microsoft Copilot AI features out of the box, it covers omnichannel customer service (chat, voice, social, portals), and it receives regular automated updates rather than infrequent version upgrades. Advantage helps businesses migrate from legacy Dynamics CRM to Dynamics 365 CE with minimal disruption.
Yes. Microsoft Copilot is embedded throughout Dynamics 365 Customer Engagement. In Dynamics 365 Sales, Copilot assists with meeting summaries, email drafting, opportunity scoring, and next-best-action recommendations. In Dynamics 365 Customer Service, Copilot provides automated case summaries, knowledge article suggestions, and guided responses to help agents resolve queries faster.
Advantage configures and deploys Copilot as part of every CE implementation, ensuring your teams benefit from AI from day one.
Yes. Dynamics 365 CE integrates natively with Microsoft Teams, Outlook, SharePoint, and LinkedIn Sales Navigator. Your sales team can view CRM records, log activities, and update deals without leaving their Teams meetings or email inbox. This reduces admin time and ensures your CRM data stays accurate and up to date.
Advantage configures all relevant Microsoft 365 integrations as part of the standard CE implementation process.
Dynamics 365 Customer Engagement includes three main modules, which can be licensed separately or together:
Advantage helps you choose the right combination of modules based on your business needs and budget, and can start with one module and expand over time.
For UK SMEs already using Microsoft technology (Office 365, Teams, Azure), Dynamics 365 CE typically offers a more seamless fit than Salesforce or HubSpot because it shares the same identity, security, and data model as the rest of the Microsoft stack. This means lower integration overhead, familiar user interfaces, and a single vendor relationship.
Salesforce is a strong platform with a large ecosystem but generally carries a higher total cost of ownership and requires more third-party tools to replicate native Microsoft integrations. HubSpot suits smaller businesses with simpler CRM needs but can become limiting as organisations scale. Advantage can walk you through a detailed comparison based on your specific requirements.
Advantage implements Dynamics 365 Customer Engagement for UK SMEs across a range of sectors, including financial services, professional services, logistics and distribution, healthcare, charities and not-for-profit organisations, and travel and tour operators.
We also offer industry-specific accelerators — pre-configured CE solutions built for particular sectors — including EdgeBooks™ for accountancy firms, EdgeCare™ for care homes, EdgeVoyage™ for travel operators, and EdgeRedi™ for TECS and Telecare providers.
Implementation timelines vary depending on scope, the number of modules, data migration complexity, and the level of customisation required. Advantage offers QuickStart Solutions designed for faster deployment — typically within weeks — for businesses that need a proven, ready-to-run configuration with minimal customisation. For larger or more complex projects, a phased implementation approach is typically recommended.
During an initial discovery conversation, our team will assess your current systems and provide a realistic project timeline.
Advantage provides ongoing managed support for Dynamics 365 CE after go-live, including helpdesk support, user adoption and training programmes, continuous improvement services (enhancements and new feature rollouts), and proactive monitoring. As a Microsoft partner we also communicate upcoming product changes and help you plan for new Copilot and AI features as Microsoft releases them.
The easiest way to get started is to book a Dynamics 365 Customer Engagement demo with the Advantage team. We'll take the time to understand your current systems, your goals, and the challenges you're trying to solve — then show you how CE can address them.
You can book a demo via our contact page, call us on 020 3004 4600, or email hello@advantage.co.uk.
The technology you use should help you move faster, not hold you back. At Advantage, we help SMEs unlock the full power of Microsoft - from cloud and security to AI and automation. Whether you're modernising systems or exploring Copilot, we'll help you transform the way you work. Let's build something smarter. Together.
Contact Us Today 020 3004 4600
