EY redefines CRM with Dynamics 365 Sales and Sales Agent in Microsoft 365 Copilot
Sales teams often struggle when CRM systems cannot keep pace with modern selling. This customer story video shows how EY uses Dynamics 365 Sales and Sales Agent in Microsoft 365 Copilot to improve insights and streamline sales work. Watch the video to see how AI-powered CRM helps teams focus more time on customers and opportunities.
What is EY doing with Dynamics 365 Sales and Microsoft 365 Copilot?
EY is rethinking how CRM works by combining Microsoft Dynamics 365 Sales with the Sales Agent in Microsoft 365 Copilot. Instead of treating CRM as just a system of record, EY is using these tools to make CRM feel more like a digital sales assistant.
With Dynamics 365 Sales as the core CRM and Sales Agent in Microsoft 365 Copilot layered on top, sellers can interact with customer data in a more natural way—inside the Microsoft 365 tools they already use. The goal is to make CRM less about manual updates and more about supporting real sales conversations and relationship-building.
How does this approach reduce manual data entry for sellers?
EY’s approach uses Dynamics 365 Sales as the central source of customer and opportunity data, while Sales Agent in Microsoft 365 Copilot helps capture and surface that information where sellers work every day.
Instead of typing the same details into multiple places, sellers can:
- Use Copilot to summarize interactions and update CRM records based on existing data.
- Pull CRM insights directly into Microsoft 365 apps, reducing the need to switch systems.
This setup is designed to cut down on repetitive data entry so sellers can redirect more of their time toward customer conversations and relationship management, rather than administrative tasks.
What benefits can sales organizations expect from this CRM rethinking?
By following EY’s example of combining Dynamics 365 Sales with Sales Agent in Microsoft 365 Copilot, sales organizations can expect several practical benefits:
- **More time for selling:** Automating and simplifying data entry allows sellers to focus more on customer engagement and less on admin work.
- **Better use of existing tools:** Because Sales Agent works within Microsoft 365, sellers can access CRM insights in the tools they already use daily, which can improve adoption and consistency.
- **Stronger customer relationships:** With easier access to up-to-date customer information and context, sellers are better equipped to prepare for meetings, follow up promptly, and maintain ongoing relationships.
Overall, this approach helps reshape CRM from a static database into a more integrated, assistant-like experience that supports day-to-day selling activities.
EY redefines CRM with Dynamics 365 Sales and Sales Agent in Microsoft 365 Copilot
published by COR Concepts
COR Concepts provides Information Governance, Records Management and Enterprise Content Management (ECM) consulting and training services. The company is built on the belief that any Information, Records or Document Management initiative should be designed to extract the maximum business benefit for the organization.
We bring together Compliance, Risk Management and Operational information requirements in a way that delivers benefits to each one of these diverse business units. Our approach is to use an array of industry standards and best practice methodologies to ensure that each implementation will stand the test of time.
We see information governance and records management as an integral part of any Enterprise Content Management implementation and focus on building a solid platform including a records management policy, records management procedures, file plans and a solid change management infrastructure. Building and implementing governance structures is becoming essential for success and we design structures to ensure that all governance aspects are included.
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