Customer Journey
Transforming Customer Journeys with Microsoft Dynamics 365, leveraging Cloud Power, GenAI Innovation, and Robust Security.
Customer expectations have never been higher. Organisations that deliver personalised, consistent, and data-driven customer experiences gain a measurable competitive advantage — while those relying on fragmented CRM tools and manual processes fall behind. Microsoft Dynamics 365 provides the platform. Getting it right requires a partner who understands both the technology and the business processes it needs to support.
One Step Beyond is a certified Microsoft Solutions Partner operating in Switzerland since 2017. Our Customer Journey practice helps organisations design, implement, and optimise Dynamics 365 CRM environments that drive real business outcomes — personalised customer engagement, streamlined workflows, actionable GenAI-powered analytics, and robust data security at every touchpoint.
Our Customer Journey Capabilities :
Microsoft Dynamics 365 CRM — Sales, Marketing & Service
Microsoft Dynamics 365 is the foundation of a modern, connected customer relationship management strategy. Our consultants implement Dynamics 365 Sales, Dynamics 365 Marketing (Customer Insights – Journeys), and Dynamics 365 Customer Service — tailored to your organisation’s sales processes, marketing workflows, and service delivery model. We cover full-cycle implementation: requirements analysis, solution design, configuration, data migration, integration with existing systems, and user adoption training. Our implementations are built for Swiss organisations — multilingual, compliant with nLPD data processing requirements, and integrated with Microsoft 365 productivity tools.
GenAI-Powered Customer Analytics & Predictive Engagement
Artificial intelligence transforms CRM from a system of record into a system of intelligence. We integrate Microsoft Copilot for Dynamics 365 and Azure AI capabilities into your CRM environment — enabling predictive lead scoring, AI-powered opportunity management, automated customer segmentation, and real-time engagement recommendations. Our consultants help you identify the AI use cases that deliver the most immediate business value for your organisation, design the data foundations required to support them, and implement the controls needed to use AI responsibly and securely.
Omnichannel Customer Engagement
Customers interact with organisations across multiple channels — email, phone, web, social media, and in-person. Delivering a consistent, personalised experience across all of these touchpoints requires a unified view of every customer interaction and the automation to act on it in real time. We implement Dynamics 365 Customer Insights and omnichannel engagement capabilities that connect your customer data, automate journey orchestration, and enable your teams to deliver the right message at the right moment — across every channel.
CRM Workflow Automation & Process Optimisation
Manual CRM processes create bottlenecks, inconsistencies, and missed opportunities. Our consultants analyse your existing sales, marketing, and service workflows and redesign them using Dynamics 365 automation capabilities — including Power Automate flows, business process flows, and AI-triggered actions. The result is faster cycle times, fewer manual errors, better pipeline visibility, and service teams that can focus on high-value interactions rather than administrative tasks.
Dynamics 365 & Microsoft 365 Integration
The full power of Dynamics 365 is unlocked when it is deeply integrated with the Microsoft 365 tools your teams already use. Our consultants configure native integration between Dynamics 365 and Outlook, Teams, SharePoint, and Excel — enabling your sales and service teams to work within their familiar Microsoft 365 environment while having full CRM context available at every interaction. This integration also connects customer journey data with collaboration workflows — so that Teams conversations, email threads, and document collaboration are linked directly to CRM records.
Customer Data Security & Compliance
Customer data is among the most sensitive information an organisation holds — and its protection is both a legal obligation and a competitive differentiator. Our implementations include data classification, role-based access controls, audit logging, and retention policies aligned with Swiss nLPD, GDPR, and sector-specific requirements. As a Microsoft Solutions Partner for Security, we ensure that Dynamics 365 environments are secured from the outset — with Zero Trust access controls, Microsoft Entra ID governance, and data residency configurations appropriate for Swiss organisations.
Why One Step Beyond for Customer Journey?
One Step Beyond brings a rare combination to Customer Journey projects: deep Microsoft Dynamics 365 technical expertise, business process consulting experience, and a certified security foundation — all from a Swiss-based team that understands the market, regulatory environment, and cultural context of organisations in Suisse Romande and beyond.
Our Microsoft partnership milestones reflect sustained investment in Dynamics 365 expertise: certified Microsoft Solutions Partner since 2021, Solution Partner for Modern Work & Security since 2024, and Swiss Partner of the Year for Business Applications in 2019 — recognition that our Dynamics 365 implementations deliver measurable business value for our clients.
We serve organisations across French-speaking Switzerland, primarily SMEs and mid-market companies, from our office in Gland (Vaud). For organisations that require deeper cybersecurity integration alongside their Customer Journey deployment — identity governance, Zero Trust architecture, endpoint protection, or SOC monitoring — we collaborate with our Swiss Expert Group partners: e-Xpert Solutions (Geneva, Lausanne) and eb-Qual (Givisiez, Kloten).
Technologies We Work With :
Our Customer Journey practice is built on the Microsoft Dynamics 365 and Power Platform ecosystem:
As a Microsoft Solutions Partner, we maintain certified expertise across Dynamics 365 Sales, Dynamics 365 Customer Insights, Dynamics 365 Customer Service, Microsoft Copilot for Dynamics 365, Power Automate, and the full Dynamics 365 platform — backed by a direct relationship with Microsoft Switzerland.
Ready to Transform Your Customer Experience?
Whether you are implementing Dynamics 365 CRM for the first time, optimising an existing deployment, integrating GenAI capabilities, or securing your customer data environment, One Step Beyond brings certified Microsoft expertise and a proven Swiss track record. Contact us to discuss your customer journey ambitions.
Frequently Asked Questions – Customer Journey & Dynamics 365 in Switzerland
Q : What is Microsoft Dynamics 365 and how is it different from a traditional CRM?
Microsoft Dynamics 365 is a cloud-based business applications platform that combines CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) capabilities in a unified, AI-powered environment. Unlike traditional CRM tools, Dynamics 365 integrates natively with Microsoft 365 (Outlook, Teams, SharePoint), Power Platform (Power Automate, Power BI, Power Apps), and Microsoft Azure AI services — enabling organisations to build end-to-end customer engagement processes that span sales, marketing, service, and operations. It is designed for organisations that want a connected, data-driven approach to managing customer relationships at scale.
Q : What is Microsoft Copilot for Dynamics 365?
Microsoft Copilot for Dynamics 365 is an AI assistant embedded directly into Dynamics 365 applications. It uses large language models to help sales teams draft emails, summarise customer interactions, identify at-risk opportunities, and generate meeting preparation briefings. For marketing teams, Copilot assists with content generation, segment creation, and campaign optimisation. For service teams, it suggests responses, summarises case history, and recommends knowledge base articles. One Step Beyond helps organisations deploy Copilot for Dynamics 365 — including the data quality and governance preparation required to ensure that AI outputs are accurate and trustworthy.
Q : How does Dynamics 365 support Swiss data protection compliance?
Microsoft Dynamics 365 offers Swiss data residency options through Microsoft Azure Switzerland North (Zurich) and Switzerland West (Geneva) data centres — ensuring that customer data can remain in Switzerland. At the platform level, Dynamics 365 provides granular role-based access controls, audit logging, data loss prevention policies, and retention management. One Step Beyond configures these controls in alignment with Swiss nLPD requirements — including lawful basis documentation, data subject rights workflows, and processor agreement templates compatible with Swiss data protection obligations.
Q : What is the difference between Dynamics 365 Sales, Marketing, and Customer Service?
Dynamics 365 Sales manages the end-to-end sales process — leads, opportunities, quotes, and account management — with AI-powered forecasting and pipeline analytics. Dynamics 365 Customer Insights – Journeys (formerly Marketing) manages omnichannel marketing campaigns, customer segmentation, event management, and journey orchestration — with GenAI content generation and real-time interaction data. Dynamics 365 Customer Service manages customer support cases, knowledge bases, SLA management, and omnichannel service delivery — including voice, chat, email, and social channels. One Step Beyond implements one or all three modules depending on your organisation’s needs, with full integration between them and with Microsoft 365.
Q : Can Dynamics 365 integrate with our existing business applications?
Yes. Dynamics 365 provides a comprehensive integration framework — including native connectors for hundreds of business applications, Power Automate for workflow-based integration, and the Dataverse API for custom integrations. One Step Beyond’s consultants have experience integrating Dynamics 365 with ERP systems, financial platforms, marketing tools, and industry-specific Swiss business applications. We assess your integration landscape during the scoping phase and design an integration architecture that minimises complexity and data duplication while maximising CRM value.
Q : Where is One Step Beyond based?
One Step Beyond is headquartered in Gland (Vaud) — Route de Cité-Ouest 2, 1196 Gland, telephone +41 22 995 96 12. The company also operates an office in Budapest (Hungary). As part of Swiss Expert Group, One Step Beyond collaborates with e-Xpert Solutions (Geneva, Lausanne) and eb-Qual (Givisiez, Kloten) to deliver integrated cloud and cybersecurity solutions across Switzerland.
