The market for telecom and IT services is constantly evolving, driven by technological innovation and new customer behaviors. Companies in the industry are increasingly moving towards subscription-based business models (XaaS - "Everything as a Service") and packaging hardware, software, and consulting services into complex offerings. Digitalization and the shift to cloud services create new opportunities but also place higher demands on scalability, flexibility, and efficiency in internal processes. To remain competitive, companies in this sector need a cohesive system platform that can manage the entire chain from sales and contract management to project-driven deliveries and complex, recurring billing. A modern business system becomes a strategic tool to automate workflows, gain control over profitability in contracts and projects, and create a unified customer view across the organization. Microsoft Dynamics 365 offers a platform with applications for the entire business, from finance and project management (ERP) to sales and customer service (CRM). The platform is built to be flexible and can be adapted to meet the unique requirements of companies within telecom and IT services, whether the focus is on consulting, managed services, or selling software licenses.
See 22 partners in telecom & it servicesManagement of agreements with recurring revenue (ARR/MRR), including upgrades, downgrades, renewals, and price adjustments.
Planning, execution, and follow-up of customer projects, from resource allocation and time reporting to project accounting.
Configuration of complex quotes that combine products, services, licenses, and support agreements in one package.
Automated billing of various contract types (fixed price, time and material, subscription) and correct revenue deferral.
Structured management of customer issues, from first contact to resolution, with adherence to agreed service level agreements (SLAs).
Scheduling and dispatching of technicians for installation, maintenance, and repair at the customer's site.
Metering, rating, and billing of usage (API calls, GB, users, minutes) including thresholds, caps, and discounts – complementing fixed subscriptions.
Two-way sync of tickets, change requests, and project tasks between Dynamics 365 and delivery team tools (ServiceNow, Jira Service Management, Azure DevOps).
Difficulties in manually managing and billing a mix of one-time revenue, recurring subscriptions, and consumption-based fees.
Customer information is spread across multiple systems (CRM, ERP, support systems), hindering coordinated customer dialogue and upselling.
Challenges in obtaining an accurate real-time picture of profitability due to a lack of connection between time reporting, resource planning, and project financials.
Difficulty in optimizing utilization and matching the right consultant with the right assignment at the right time, leading to reduced billable hours.
Without proactive tools and a comprehensive view of customer engagement, it is difficult to identify and act on signals that a customer is about to leave.
Existing systems are often fragmented and unable to support the company's growth, new business models, or reporting requirements.
Standard Sales/Customer Service handles subscriptions but not advanced metering, rating, and dispute management – many companies supplement with a specialized billing engine (Zuora, BillingPlatform, Stripe Billing) that integrates with the financials in Business Central/Finance & Supply Chain.
Issues are often handled in both ServiceNow/Jira (delivery, incident, change) and Customer Service (sales-related customer dialogue). Clear division of responsibility and integration are required to avoid duplication of effort and a fragmented customer view.
Central for larger companies with complex finance, project accounting, subscription invoicing, and advanced revenue recognition.
An all-in-one solution for small and medium-sized businesses that need a combination of financial management, project management, and simpler subscription management.
Supports the entire sales process, from lead to order, with a specific focus on managing complex opportunities and quoting (CPQ).
Manages service cases, knowledge bases, and service level agreement (SLA) measurement to ensure high customer satisfaction.
Optimises the planning and scheduling of field technicians for assignments such as installation, maintenance, and on-site customer support.
Gathers customer interactions from various channels into a unified interface to provide support agents with accurate information and streamline case management.
Creates a unified 360-degree customer profile by combining data from various sources, enabling proactive and personalised customer engagement.
Dynamics 365, especially with Finance & Supply Chain, has dedicated modules for subscription billing. The system can automate billing for different periods (monthly, quarterly, annually), manage price adjustments, additional services, and automatically defer revenue according to applicable accounting rules.
Yes, the platform is designed to handle a mix of business models. The project modules in Finance & Supply Chain or Business Central manage everything from planning and budgeting to time reporting and project billing. This can be combined with service and subscription modules to provide a complete picture of customer engagement and profitability.
The choice depends on the company's size, complexity, and international presence. Business Central is often a good choice for small and medium-sized businesses looking for a broad, integrated solution. Finance & Supply Chain is aimed at larger or more complex organizations with advanced requirements for finance, logistics, project accounting, and operations in multiple countries.
Yes, Dynamics 365 is built on an open platform (Microsoft Dataverse) designed for integration. Using standardized APIs and connection tools, it is common to integrate the business system with, for example, provisioning systems, monitoring tools, or specialized billing engines to create a cohesive IT landscape.
With Dynamics 365 Sales, salespeople can configure complex quotes that include various components. The system can manage pricing, discounts, and dependencies between products and services. Integration with the ERP part then ensures that the order can be transferred to project setups or service contracts for delivery and billing.
For simpler subscriptions, yes – both Business Central and Finance & Supply Chain handle recurring billing. For advanced usage-based rating, meter reading, and complex pricing models, a dedicated billing platform (Zuora, BillingPlatform, Stripe Billing) is often used, which sends billed amounts to Dynamics 365 for finance and accounting.
The most common pattern is for ServiceNow/Jira to own the delivery ticket (incident, problem, change) and Customer Service to own the customer communication. Integration occurs via APIs or iPaaS (Azure Logic Apps, MuleSoft) and syncs status, comments, and SLAs both ways.
Yes, Project Operations is Microsoft's primary choice for IT service companies that want staffing, time reporting, project accounting, and billing in one place. It integrates directly with Sales (quote → project) and with Finance (accounting, WIP, deferrals).
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Vivicta har erfarenhet av att implementera Microsoft Dynamics 365-lösningar för organisationer inom Telekom & IT-tjänster.
Products they deliver
Finance & Supply Chain ManagementSalesCustomer ServiceField Service+3Partner's own information
Engage Group passer for virksomheter som søker kompetanse innen Microsoft Dynamics 365 og leveranse i Norden.
Products they deliver
SalesCustomer Insights (Marketing)Partner's own information
Elisa sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Sales, Customer Service ja Customer Insights (Marketing) sekä toimituskykyä alueella Norden.
Products they deliver
SalesCustomer ServiceCustomer Insights (Marketing)CopilotPartner's own information
Advania sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Sales, Customer Service ja Customer Insights (Marketing) sekä toimituskykyä alueella Norden.
Products they deliver
SalesCustomer ServiceCustomer Insights (Marketing)Partner's own information
CTELO passer for virksomheter som søker kompetanse innen Customer Service, Contact Center og Copilot og leveranse i Norden.
Products they deliver
Customer ServiceContact CenterCopilotPartner's own information
Confirmed specialist
Products they deliver
Finance & Supply Chain ManagementSalesCustomer ServiceField Service+3Partner's own information
Futuriot sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Business Central ja Sales sekä toimituskykyä alueella Norden.
Products they deliver
Business CentralSalesPartner's own information
SoftwareOne passer for virksomheter som søker kompetanse innen Sales, Customer Service og Customer Insights (Marketing) og leveranse i Norden.
Products they deliver
SalesCustomer ServiceCustomer Insights (Marketing)CopilotPartner's own information
iteam Braathe passer for virksomheter som søker kompetanse innen Sales og Customer Insights (Marketing) og leveranse i Norden.
Products they deliver
SalesCustomer Insights (Marketing)Partner's own information
Confirmed
Products they deliver
Business CentralFinance & Supply Chain ManagementSalesCustomer Service+5Partner's own information
UDS Systems sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Sales sekä toimituskykyä alueella Norden.
Products they deliver
SalesPartner's own information
Knowit sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Copilot ja Sales sekä toimituskykyä alueella Norden.
Products they deliver
CopilotSalesPartner's own information
AGS IT-partner passer for virksomheter som søker kompetanse innen Sales, Customer Service og Field Service og leveranse i Norden.
Products they deliver
SalesCustomer ServiceField ServicePartner's own information
ProsessPilotene passer for virksomheter som søker kompetanse innen Sales, Customer Service og Field Service og leveranse i Norden.
Products they deliver
SalesCustomer ServiceField ServiceCustomer Insights (Marketing)+3
Partner's own information
Vivicta has experience implementing Microsoft Dynamics 365 solutions for organizations within Telecom & IT services.
Products they deliver
Business CentralFinance & Supply Chain ManagementSalesCustomer Insights (Marketing)+5Partner's own information
Meltlake sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Sales, Customer Service ja Copilot sekä toimituskykyä alueella Norden.
Products they deliver
SalesCustomer ServiceCopilotPartner's own information
Nortal sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Sales sekä toimituskykyä alueella Norden.
Products they deliver
SalesPartner's own information
EG passer til organisationer, der søger kompetencer inden for Finance & SCM og levering i Norden.
Products they deliver
Finance & Supply Chain ManagementPartner's own information
Twoday sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Sales, Customer Service ja Customer Insights (Marketing) sekä toimituskykyä alueella Norden.
Products they deliver
SalesCustomer ServiceCustomer Insights (Marketing)CopilotPartner's own information
Possible – Norwegian D365 application capacity needs verification
Products they deliver
Business CentralFinance & Supply Chain ManagementSalesCustomer Service+1Partner's own information
Solita sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Microsoft Dynamics 365 sekä toimituskykyä alueella Norden.
Products they deliver
SalesCustomer Insights (Marketing)Customer ServiceField Service+1Partner's own information
Tietoevry Finland sopii organisaatioille, jotka etsivät osaamista ratkaisuissa Microsoft Dynamics 365 sekä toimituskykyä alueella Norden.
Products they deliver
SalesCustomer Insights (Marketing)In-depth article
Dynamics 365 for Telecom & IT Services – industry guideDo a free needs analysis or let us match you with partners who know your industry.
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