Dynamics 365 · Kuala Lumpur

Customer engagement systems built for Malaysian conditions.

Dynus designs, builds and runs Microsoft Dynamics 365 Customer Engagement on Dataverse and Power Platform — CRM that survives an audit, scales past the pilot, and earns back its licence cost. We work only in Customer Engagement, and we work only from here.

Book a discovery workshop See the modules we deploy

Dynamics 365 Sales opportunity board showing four pipeline stages with Malaysian customer opportunities, deal values in ringgit, the Dynamics module attached to each, and win probability. — One pipeline of record. Configured for how Malaysian sales teams actually work — group customers, branch territories, and deal values your board can forecast from.

Built entirely on

Dynamics 365 Customer Engagement Microsoft Dataverse Power Platform Copilot Studio Microsoft Azure

2023Founded in Kuala Lumpur, focused on Dynamics 365 from day one

100%Customer Engagement, Dataverse and Power Platform — no divided attention

GMT+8Local team, local hours, senior consultants on your calls

The pattern we keep meeting

Most CRM programmes in Malaysia don't fail at go-live. They fail six months after.

Licences renew, the executive dashboard still looks right, and the actual work has quietly moved back to spreadsheets, shared inboxes and WhatsApp groups. The system is technically live and commercially dead.

We are usually the second partner in the room. That has taught us where the failure points actually sit — and how to build so they don't recur.

How we deliver differently

The pilot was scoped, the operating model wasn't. Nobody agreed who owns a lead after handover, so nobody enters one.
Customer master data was never reconciled. The same group customer exists five times over, so every report gets argued with instead of acted on.
Customisation was built as unmanaged sprawl. No solution layering, no environment strategy — so the next change costs more than the last.
The channel customers actually use was left outside. If WhatsApp isn't in the system, the system isn't where the work is.
The partner left at go-live. Adoption is a twelve-month job, not a training day.

Where Dynamics 365 pays for itself here

Six modules, chosen for the value they create in the Malaysian market.

We don't sell the whole Dynamics catalogue. These are the Customer Engagement workloads where Malaysian organisations see measurable return inside a financial year — each with the local reason it matters.

Dynamics 365

Sales

One pipeline of record: opportunities, quoting, approval hierarchies, forecasting and a clean handoff into your ERP or billing system.

Malaysian value

Malaysian mid-market revenue is relationship-led and branch-distributed: the real pipeline sits in individual salespeople’s phones and notebooks. Sales turns those relationships into an asset the company owns — and makes a group customer with twelve subsidiaries one account, not twelve.

What we build

Dynamics 365

Customer Service & Contact Center

Cases, entitlements, SLA timers, knowledge and omnichannel routing — with reporting that finally reflects what support actually handled.

Malaysian value

WhatsApp is the default service channel in this market. Microsoft's first-party WhatsApp channel, powered by Azure Communication Services, brings it inside Dynamics with real case history, SLAs and audit — instead of a shared phone and screenshots.

What we build

Dynamics 365

Field Service

Work orders, skills-based scheduling, warranty and contract entitlement, parts consumption, and a technician mobile app that works offline.

Malaysian value

Lifts, HVAC, gensets, industrial equipment, facilities and solar O&M all run technicians across Peninsular and East Malaysia. Offline-capable mobile and entitlement checks turn service from a cost centre into contracted, billable revenue.

What we build

Dynamics 365

Customer Insights — Data & Journeys

A unified customer profile across CRM, ERP, web and support, with segmentation and triggered journeys built on top of it.

Malaysian value

PDPA amendments in force since June 2025 raised penalties to RM1 million, put direct liability on data processors and set a 72-hour breach notification expectation. Consent, source and retention have to be modelled into the data platform — not bolted on after a complaint.

What we build

Power Platform

Dataverse custom applications

The processes no product ships with — procurement hubs, vendor management, asset and maintenance registers, tendering — built as first-class model-driven apps.

Malaysian value

Malaysian groups run diversified operating companies with processes that never fit a packaged product. Building them on Dataverse keeps one identity model, one audit trail and one licence estate — instead of another disconnected system to integrate later.

What we build

Copilot Studio

Copilot & AI agents

Agents scoped to real work: case summarisation, quote drafting, knowledge answers, next-best-action — grounded in your Dataverse data, not the open internet.

Malaysian value

Microsoft's Malaysia West cloud region went live in 2025 and Budget 2026 adds a 50% additional tax deduction for MSMEs on accredited AI training. The constraint is no longer capability — it is whether your data is clean and governed enough for an agent to be trusted with it.

What we build

Every module above sits on the same Dataverse core — one data model, one security model, one audit trail. That is what stops the sixth system from becoming the sixth integration project.

Local by design

The part a regional system integrator handles as an afterthought.

Global partners deliver the product. What decides whether it holds up here is the layer underneath — regulation, language, channels and residency.

Multi-entity groups, handled properly

Malaysian corporate groups run a dozen operating companies that share customers but not approvals. We model business units, parent–child account hierarchies and territory-based security so each branch sees what it should, group reporting consolidates correctly, and one customer is one record across every subsidiary.

PDPA 2025 posture, built in

Consent capture and withdrawal, lawful-basis tagging, retention schedules, field-level security and audit — modelled in Dataverse from the start. Practical support for DPO obligations, subject access requests and the 72-hour breach notification expectation.

WhatsApp-first service

Your customers will not open a portal. We deploy the first-party WhatsApp channel through Azure Communication Services so conversations create real cases, respect SLAs, and are searchable a year later — with escalation to voice and email in the same queue.

Data residency & cloud region

Microsoft's Malaysia West cloud region went live in 2025. We map your Dataverse, Azure and Microsoft 365 estate against what is genuinely available in-region, and tell you plainly what is not — so residency commitments in your tender response are ones you can keep.

Bahasa Malaysia, English, Mandarin

Interfaces, knowledge articles, agent scripts and training delivered in the languages your staff actually work in — including mixed-language case notes and search that still returns the right record.

Same time zone, senior people

A KL-based team on GMT+8. The consultant who scoped your solution is the one who configures it and the one who picks up the phone in hypercare — no offshore handover, no account manager relay.

The same job, on the two phones that matter: the customer messaging on WhatsApp, and the technician working the resulting work order offline. Both write to the same record.

Accelerators

We have already built the parts you would otherwise pay to discover.

Each engagement leaves us with reusable Dataverse solutions — data models, security roles, flows and forms that are configured, tested and shipped. You start from a working system in week two, not a blank environment.

Procurement & Vendor Management HubSupplier onboarding, qualification, document expiry, performance scoring and approval workflow.
Asset & Maintenance RegisterAsset hierarchy, warranty and contract entitlement, preventive schedules, and work orders that link back to service.
WhatsApp Service Desk starterChannel, routing rules, SLA templates, canned responses and dashboards, deployable in days.
PDPA Consent & Retention packConsent entities, purpose tagging, retention jobs and a subject-access-request workflow.

Explore the accelerators

Fixed-scope, fixed-price starts

Most clients begin with a defined package — a discovery workshop with a costed roadmap, or a single-module deployment with an agreed scope and date. You know the number before you commit the budget, and the roadmap is yours whether or not you continue with us.

Built to be handed over

Managed solutions, documented environment strategy, ALM pipelines and an admin runbook. If you take the system in-house or move partners, everything transfers cleanly. We would rather earn the renewal than hold the keys.

Procurement Hub model-driven app showing purchase requisitions across four operating companies with category, value in ringgit, a five-stage approval stepper, approver and age. — The Procurement & Vendor Management Hub — a model-driven app on Dataverse, with approval matrices that differ per operating company and an audit trail that holds up in a review.

How we deliver

Four phases, and we stay past the fourth.

Discover

Process walkthroughs with the people who do the work, data quality assessment, licence and environment review. Output: a costed roadmap and a scope you can put to your board.

2–3 weeks

Design

Solution architecture, Dataverse data model, security roles, integration design and a governance model. Signed off before a single form is built.

2–4 weeks

Build & validate

Two-week sprints with a working environment you review at the end of each one. Migration rehearsals, UAT scripts written with your users, and ALM pipelines from day one.

6–16 weeks

Adopt & evolve

Role-based training, hypercare, adoption metrics reviewed monthly, then a quarterly release cadence that keeps pace with Microsoft's two waves a year.

Ongoing

Industries

Sectors where we know the process before you explain it.

Line illustration of a factory with a sawtooth roof, a conveyor of packed goods and a gear.

Manufacturing & distribution

Dealer and distributor networks, quotation control, after-sales service, spare parts and warranty claims.

Line illustration of a container ship being loaded by a quayside gantry crane.

Logistics, shipping & ports

Multi-entity groups, tender and rate management, procurement hubs, asset registers and customer service across branches.

Line illustration of a city skyline of towers beside a construction crane.

Property & construction

Project sales and bookings, buyer journeys, defect and handover management, tenant and facilities service requests.

Line illustration of a columned financial building, a protection shield and a rising performance chart.

Financial services & insurance

Regulated pipelines, agency and intermediary management, onboarding with audit trail, complaints handling and retention journeys.

Line illustration of tilted solar arrays under a sun, beside a transmission pylon.

Energy, solar & utilities

Project pipelines, site surveys, installation scheduling, O&M contracts and performance-linked service entitlements.

Line illustration of a domed institutional building, an open book and a care symbol.

Healthcare, education & GLCs

Case-heavy operations, enquiry and admissions management, service standards, and reporting that stands up to governance review.

Start here

A discovery workshop, and a roadmap you keep either way.

Two to three weeks, fixed price. We map your processes, assess your data and licence position, and hand you a costed implementation roadmap. If you take it to another partner, it still works.

Book a discovery call