Overview:

Today, organizations are under continuous pressure to respond quickly to shifting customer expectations, adopt new features, and drive more intelligent engagement — all while managing limited bandwidth, employee turnover and fragmented knowledge of the system’s true potential. Over time, the gap between what your business needs to do and what your users know to do with Dynamics 365 Sales, Dynamics 365 Customer Service or Dynamics 365 Field Service changes. This 'Business Enablement Gap' (BEG), as we call it, represents underused functionality, misaligned processes and persisting pain points - simply because the full capabilities of the platform are not being leveraged.

Mphasis CRM Value-based Audit (Business Audit) is a structured, yet flexible, business-first review of your Sales and Customer Service functions. It evaluates current usage, pain points, staff capability, and evolving business needs. It identifies opportunities for optimizing your use of Dynamics 365 to realize tangible value and close the BEG to your business’ advantage and create greater competitive advantage.

So, optimize your software use, close your BEG and leverage the dynamic capabilities of Dynamics 365 Sales, Dynamics 365 Customer Service or Dynamics 365 Field Service. Whether you're using Dynamics 365 Sales, Dynamics 365 Customer Service, or a legacy CRM solution (e.g. Dynamics CRM 2011, 2016 or even Salesforce/HubSpot), count on Mphasis' CRM Value-based Audit to build future-proof business agility.

Key Features:

End-to-End perspective
A full-spectrum audit covering strategic, managerial, and operational layers across sales and service teams.

Efficient gap identification
Pinpoints inefficiencies between current processes, user behaviors, and available Dynamics 365 capabilities (e.g., AI assistance, automation, sentiment analysis, digital channels).

Comprehensive pain point discovery
Structured workshops and stakeholder interviews to identify friction points in daily operations, reporting, or decision-making.

Process-driven, not tool-led
Ours is a business-first methodology — the audit works regardless of whether you're using Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, any legacy CRM, or transitioning between platforms.

Evolving capability mapping
We enable you to understand how newer features (such as Copilot, Dynamics 365 Customer Insights, or Omnichannel Engagement) can provide business value.

Effective skill alignment
We help you assess your usage of current tools, skilling gaps, and the quick wins that can be unlocked through smarter usage.

Value-based ROI:
Every recommendation includes effort/impact scoring and potential return on investment, aligned to key pain points.

Interactive feedback loop
An 8-step collaborative model ensures cross-functional input, buy-in, and alignment with business priorities.

Outcomes & Deliverables:

Detailed audit report highlighting Business Enablement Gaps across Sales and Service operations.

Value-prioritized recommendations, including cost/benefit insights, ROI estimates, and quick-win opportunities.

Interactive stakeholder workshop to align findings with business goals, discuss prioritization, and validate impact assumptions.

Clear roadmap and assistance options – ranging from DIY improvement to co-delivered transformation initiatives.

Benefits:

Platform-agnostic process mapping - Even if you're transitioning systems, the audit remains relevant.

Unlocking of under-utilized features - Identify and activate hidden capabilities in Dynamics 365 Sales & Service.

Faster time-to-value - Focus on quick wins with measurable business outcomes.

Stronger stakeholder alignment - Engage key teams and departments using a common language and a structured prioritization.

Workforce empowerment - Identify and address user skilling needs to reduce reliance on external resources.

Minimized friction, maximized experience -

Make customer engagement smoother and more intelligent, for both users and customers.

Make non-value-add activities effortless and reduce the effort required to perform cumbersome value-add activities through better software exploitation.

Remove effort in non-value add activities. Reduce effort in value-add activities that are cumbersome or painful through better software exploitation.

Professional Services

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