CRM for IT Companies
Complex B2B deals with long sales cycles, presale consultations, project tracking, and technical support SLAs — in one system on Dynamics 365.
About the Solution
What is CRM for IT Companies
CRM for IT companies is a system built on Microsoft Dynamics 365 that accounts for the specifics of selling technology solutions: complex multi-stage deals involving several stakeholders on the customer's side, presale consultations, post-sale project tracking, and technical support SLA control.
Selling an IT solution or a custom build rarely happens in a single call — it's negotiations with a technical director, a finance director, and end users simultaneously, often over several months. In parallel, the presale team prepares demos and technical proposals, and once the contract is signed, the deal turns into a project with its own deadlines.
CRM on Dynamics 365 carries the customer through this entire journey in one system — from the first technical inquiry through implementation, and on to subscription renewal or technical support.
| Platform | Microsoft Dynamics 365 Sales + Customer Service |
| Who it's for | IT companies, software developers, system integrators, SaaS providers |
| Key processes | Presale, complex B2B deals, project tracking, support SLAs |
| Projects | Linking the sale to downstream delivery and milestones |
| Analytics | Power BI — sales pipeline, MRR, subscription renewals, SLA |
| Deployment time | 3–14 days for a basic configuration |
A familiar situation
Problems IT companies face without a CRM
Sound familiar? CRM for IT companies solves exactly these problems.
A deal stalls between multiple customer stakeholders
The technical director signed off, finance hasn't yet — without a structured pipeline, it's hard to track the real status of a complex B2B deal.
The presale team works disconnected from sales
Technical consultations and demos are logged separately from the deal — the sales manager doesn't always know what the presale engineer promised.
Sales and project delivery live in different systems
After a contract is signed, all deal information "gets lost" in the handoff to the project team — details have to be re-discovered from scratch.
No SLA control for technical support
Support tickets are handled without clear timeline tracking — critical customer issues can wait longer than the promised SLA.
Subscription renewals and upsells are left to chance
Without systematic reminders, the company misses the moment to offer a contract renewal or additional services.
Revenue forecasting is difficult
Without a structured pipeline and MRR/ARR data, management struggles to accurately forecast revenue for upcoming quarters.
Capabilities
What CRM for IT companies on Dynamics 365 can do
From a presale consultation to a contract renewal next year.
Pipeline for complex B2B deals
A multi-stage pipeline that accounts for multiple customer stakeholders, technical approvals, and a long decision cycle.
Presale activity tracking
Technical consultations, demos, and pilot projects are logged in the same deal as commercial negotiations — the manager sees the full picture.
Handing off deals to the project team without losing context
After the contract is signed, the full negotiation and requirements history is available to the delivery team immediately — no re-discovery needed.
Support tickets with SLA control
Dynamics 365 Customer Service automatically tracks response and resolution timelines, escalating overdue tickets to the right owner.
Subscription renewal reminders
The system creates a task for the manager months before contract expiry — so renewal or upsell doesn't get pushed to "later."
A knowledge base for faster presale and support
Standard technical answers, proposal templates, and documentation — available to the whole team, not locked in one expert's head.
Multiple contacts tracked per deal
The deal record captures each customer stakeholder's role — who makes the technical call, who makes the financial call, who's the end user.
MRR/ARR forecasting from the pipeline
Recurring revenue analytics based on active contracts and pipeline win probability — more accurate financial planning.
Power BI dashboards for sales and support
Pipeline conversion, average deal cycle, support SLA metrics, churn, and contract renewals — updated automatically.
In practice
What IT company tasks CRM solves
Real-world scenarios for sales, presale, and support teams after implementation.
A customer submits a technical inquiry
The inquiry is logged in CRM, and a sales manager and presale engineer are automatically assigned to prepare a technical demo.
The deal is approved by multiple customer stakeholders
CRM tracks approval status with the technical and finance directors separately — the manager sees exactly where the decision is stuck.
The contract is signed — the deal hands off to the project
The full negotiation and technical requirements history is available to the project team right away, with no repeat meetings to clarify details.
A customer files a critical support ticket
The system automatically assigns priority and tracks SLA — management sees overdue tickets before the customer starts complaining.
Contract expiry is approaching
The manager gets a task to reach out about subscription renewal or an upsell — in advance, not during the contract's final week.
Want to see CRM for IT companies in action?
We'll show you in a demo how complex B2B deals, support SLAs, and subscription renewals work together in one system.
Who it's for
Who CRM for IT companies is a fit for
The solution adapts to different technology company business models.
System integrators
Complex project sales involving multiple contractors and long approval cycles for technical solutions.
SaaS and cloud providers
MRR/ARR tracking, subscription renewals, presale demos, and new customer onboarding.
Outsourcing and staff augmentation companies
Selling project- or team-based services, tracking prospects across time zones and industries.
Technical support and security providers
Mission-critical SLA control, incident escalation, and transparent client reporting.
In practice
Examples of CRM use at an IT company
Transparent approval of a complex deal
CRM tracks approval status per customer stakeholder — the manager sees exactly where a deal is stuck and focuses effort precisely there.
- Shorter close cycle for complex deals
- Fewer deals lost to customer "silence"
- A transparent revenue forecast for management
Technical support SLA control
Critical tickets automatically get higher priority and timeline tracking — management sees overdue issues in real time.
- SLA compliance for customers
- Fewer escalations to management
- Transparent reporting on support quality
Timely subscription renewal
The system reminds the manager as contract expiry approaches, months in advance — the team has time to prepare a renewal or upsell offer.
- Higher contract renewal rate
- Predictable recurring revenue (MRR)
- Fewer customers lost to inattention
Implementation Partner
Why implement CRM for an IT company with Progresia
We're an IT company and a Microsoft partner ourselves, so we understand the specifics of selling technology solutions from the inside.
Our approach
Audit of the sales and support cycle
We analyze how a deal currently moves from presale to signed contract and ongoing support — and where exactly time and context get lost.
CRM configuration for complex B2B deals
We configure the sales pipeline for a long cycle with multiple customer stakeholders and presale activities.
SLA control implementation for support
We configure Dynamics 365 Customer Service for your support tiers and automatic escalation of overdue tickets.
Team training
We train sales managers, presale engineers, and the support team to work in one system without losing context.
Power BI analytics and ongoing development
We build dashboards for MRR, pipeline conversion, and SLA, and help scale the solution as your customer base grows.
Why choose Progresia
- Certified Microsoft partner
- Understanding of B2B IT sales from the inside
- SLA control and escalation for technical support
- CRM integrated with project and financial tracking
- 24/7 technical support
Ready to get started?
Get in touch — we'll assess your sales and support cycle and propose a CRM configuration matched to your business model.
Questions & Answers
Frequently asked questions about CRM for IT companies
How is CRM for IT companies different from a generic CRM?
It accounts for the long B2B cycle involving multiple customer stakeholders, presale activities, linking the sale to downstream project delivery, and technical support SLA control.
Can support SLAs be controlled in the system?
Yes, Dynamics 365 Customer Service automatically tracks ticket response and resolution timelines based on the customer's support tier, with automatic escalation of overdue items.
Does the CRM integrate with project tracking?
Yes, after a contract is signed, all deal information is available to the project team, and Dynamics 365 integrates with project and resource management solutions.
How long does implementation take?
A basic configuration for sales and support launches in 3–14 days. The timeline depends on the complexity of integrations with project and finance systems.
Is the solution suited to a subscription-based SaaS model?
Yes, the system supports recurring revenue tracking (MRR/ARR), automatic subscription renewal reminders, and churn analytics.
Does Progresia help migrate data from an old system?
Yes, we migrate the customer base, deal history, and support tickets from a previous CRM, task tracker, or spreadsheets into Dynamics 365 without data loss.
Manage complex B2B deals without losing context
CRM on Dynamics 365 unifies presale, sales, project delivery, and technical support in one system — from a customer's first inquiry to a contract renewal next year. The Progresia team will help implement a solution matched to your business model.