Getting More Value from Your Dynamics Investment

When Microsoft Dynamics was first introduced, it was a game-changer for businesses looking to streamline their operations. At its core, Dynamics has always been about providing organisations with a unified platform for managing everything from customer relationships to finances, supply chains, and more. Over time, it’s evolved into a highly sophisticated system that offers a wealth of features and capabilities, yet many organisations aren’t fully leveraging its potential. With the advent of artificial intelligence and machine learning, the possibilities within Dynamics have expanded, but not everyone has caught up.

Let’s take a step back. When most organisations first implemented Dynamics, artificial intelligence and machine learning were still considered emerging technologies. They weren’t widely recognised as stable or reliable enough for everyday business use. Most companies were focused on getting the core functions right—managing customer data, improving workflows, and centralising business operations. Artificial intelligence felt more like something for the future, not something that could be integrated into daily processes. Fast forward to today, and artificial intelligence and machine learning have not only proven their value, but they’ve become indispensable tools for gaining a competitive edge. The thing is, many existing Dynamics installations are still underusing these technologies, even though they’re now fully integrated into the platform.

This is where things get exciting. With the introduction of tools like Power Platform, businesses now have the ability to extend the capabilities of Dynamics in ways that weren’t previously possible. Power Platform is a suite of tools that includes things like Power Automate, which helps automate workflows, and Power Pages, which lets you build external-facing portals that connect directly to your Dynamics environment. Then there’s AI Builder. AI Builder is where the magic happens because it allows businesses to tap into artificial intelligence without needing a team of data scientists or coding expertise. It’s designed to work seamlessly with Dynamics, meaning you can use it to automate processes and even make intelligent decisions based on data insights.

So, how exactly can AI Builder increase the functionality of Dynamics? One of the most valuable things AI Builder can do is automate repetitive tasks that would otherwise take up a lot of manual effort. For example, imagine you have a customer service portal built with Power Pages. A customer uploads a document—maybe a contract, an invoice, or a support request. Instead of having someone manually read that document and input the relevant details into Dynamics, AI Builder can do it automatically. It scans the document, pulls out the important data, and updates the system without anyone lifting a finger. Not only does this save time, but it also reduces the chance of human error. That’s just the start. You can also use AI Builder to classify and route customer inquiries. Let’s say a customer submits a request for technical support. AI Builder can read the request, determine the nature of the issue, and automatically send it to the right team within Dynamics, ensuring it’s handled quickly and efficiently.

And it’s not just about automating tasks. AI Builder can also help make decisions. By training models on historical data, it can predict future outcomes. For instance, it can help sales teams identify which leads are most likely to convert into customers or help customer service teams determine which clients might be at risk of leaving. This allows your team to focus their efforts where they’ll have the most impact, improving efficiency and outcomes across the board.

There are already great examples of how businesses are using AI Builder with Dynamics to streamline operations. In the finance world, companies are using it to automatically process invoices. Instead of someone manually inputting data, AI Builder extracts the relevant information and updates Dynamics, freeing up the finance team to focus on higher-value tasks. Sales teams are using AI models to score leads based on their likelihood of converting, which allows them to prioritise their efforts and close deals faster. Even in industries where equipment maintenance is crucial, AI can predict when machines are likely to fail based on performance data, enabling companies to schedule maintenance before problems occur.

The benefits of tapping into AI and automation are clear. First and foremost, it saves time and reduces manual effort. But it also improves accuracy. When you remove the need for manual data entry or decision-making, you reduce the likelihood of mistakes. And the more you automate, the more scalable your processes become. As your business grows, your system can handle increased volumes of data and interactions without adding extra strain on your team. Finally, using artificial intelligence enables you to offer more personalised customer experiences. Whether it’s quicker response times or more targeted marketing, the ability to make smarter, data-driven decisions leads to better outcomes for your customers and your business.

The best part? Even if your Dynamics system wasn’t originally set up with artificial intelligence and automation in mind, you can retrofit these technologies into your existing platform. You don’t need to rip out everything you’ve already built. Instead, you can add these new features and build on the foundation you’ve already created. Tools like Power Automate and AI Builder can be integrated into your current Dynamics workflows with minimal disruption. And because AI Builder works with your existing data, you can start seeing the benefits almost immediately.

In short, if you’re still using Dynamics the same way you did when you first implemented it, you’re missing out on a huge opportunity. Artificial intelligence and automation are no longer futuristic concepts—they’re here, and they’re ready to help your business become more efficient, more accurate, and more responsive to customer needs. By embracing these tools, you can unlock new value from your Dynamics investment and set your business up for long-term success.