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 3 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 för större företag med komplex ekonomi, projektredovisning, prenumerationsfakturering och avancerad intäktsredovisning.
En allt-i-ett-lösning för mindre och medelstora företag som behöver en kombination av ekonomihantering, projekthantering och enklare prenumerationshantering.
Stödjer hela säljprocessen, från lead till order, med särskilt fokus på hantering av komplexa affärsmöjligheter och offerering (CPQ).
Hanterar serviceärenden, kunskapsdatabaser och mätning av servicenivåavtal (SLA) för att säkerställa hög kundnöjdhet.
Optimerar planering och schemaläggning av fälttekniker för uppdrag som installation, underhåll och support på plats hos kund.
Samlar kundinteraktioner från olika kanaler i ett enhetligt gränssnitt för att ge supportagenter rätt information och effektivisera ärendehanteringen.
Skapar en enhetlig 360-graders kundprofil genom att kombinera data från olika källor, vilket möjliggör proaktiv och personaliserad kundbearbetning.
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 seamlessly 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 erbjuder D365 Business Central-lösningar, inklusive ISV-stöd, för transport-, tillverknings- och IT-branschen.
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Vivicta offers Dynamics 365 Business Central solutions, including ISV support, for the transport, manufacturing, and IT industries.
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