Upcoming Webinars
CUSTOMER RELATIONSHIP
MANAGEMENT
CRM that improves revenue productivity, service efficiency and field performance
into Growth Engines
Practical CRM for Sales, Service and Field. We prioritise adoption, data quality and process design, with outcomes evidenced against revenue productivity, cost‑to‑serve and customer experience.
CUSTOMER RELATIONSHIPS – REIMAGINED
We help organisations transform the way they connect with their customers by implementing modern CRM solutions built on Microsoft Dynamics 365 and Salesforce. We explore how we enable businesses to unify sales, service, field operations, and marketing on a single platform, creating seamless customer journeys powered by data and intelligence. Whether you’re looking to increase seller productivity, deliver faster service, personalise engagement, or adopt industry-specific accelerators, our CRM capability brings together strategy, technology, and managed services to help you drive loyalty, growth, and long-term success.
THE CASE FOR MODERN CRM
Today’s customers expect seamless, personalised engagement across every touchpoint. Legacy systems, siloed data, and manual processes can’t keep up.
Decision Inc. helps organisations rethink customer engagement by implementing CRM strategies that are:
Revenue Productivity
Consistent opportunity management, guided selling and pipeline hygiene increase effective selling time.
Field Effectiveness
Planned maintenance, skills matching and parts visibility increase first‑time fix rates.
Service Efficiency
Knowledge‑driven case resolution, self‑service and intelligent routing reduce cost‑to‑serve.
Customer Insight
Unified profiles and feedback loops support design of next best actions across channels.
CASE STUDIES
South Africa | Retail
MAKRO
Decision Inc. drives
Makro Customer Engagement
South Africa | Manufacturing
BIDVEST STEINER
Bidvest Steiner Supercharges Efficiency and Customer Service with Dynamics 365 Field Service by Decision Inc.
OUR SOLUTIONS
Customer Engagement Platforms
Unify experiences across sales, marketing, and service with a single platform built on Microsoft Dynamics 365, delivering personalised, data-driven interactions that boost loyalty and operational efficiency.
Dynamics 365 Sales
Provide your sales team with real-time insights, AI-powered recommendations, and seamless integrations with Microsoft 365 tools to drive productivity and performance.
Dynamics 365 Customer Service
Empower support teams with omnichannel case routing, knowledge management, and customer sentiment insight, all backed by unified customer data to resolve issues faster and consistently.
Dynamics 365 Field Service
Optimise field operations with intelligent scheduling, on-site assistance tools, and seamless collaboration to increase first-time fix rates and improve customer experience.
OUR CRM TECHNOLOGY PARTNERS
MICROSOFT DYNAMICS 365
Customer Engagement across Sales, Service and Field with strong Microsoft 365, Azure and Power Platform alignment.
Salesforce (via ProQuest — a Decision Inc. company)
Implementation and optimisation across core Salesforce clouds with proven delivery from ProQuest.