[DRAFT] Common components
Customer Relationship Management (CRM)
- Last reviewed
- 7 September 2026
- Owner
- Head of Architecture
Customer Relationship Management
Microsoft Dynamics 365 is in use across DfE to deliver Customer Relationship Management (CRM) for DfE services.
Dynamics 365 provides various CRM features, such as:
Case Management Account Management Enquiry Handling It can also be customised to support operational delivery, such as programme and financial assurance. Specific modules are also available for specific purposes, such as marketing and financial management.
Dynamics 365 Portals provides an out-of-the-box front-end application that integrates directly with Dynamics 365. It can also be customised using CSS and Javascript, so can have a look and feel that is compliant with GOV.UK standards. For more complex implementations, it can also be integrated with a C#/.Net or Ruby application, to give more flexibility.
Where an external-facing application is needed to support the CRM, Dynamics 365 Portals or development of a standalone web application can be used. Dynamics CRM can also be integrated with other external systems, such as support desks.
Thinking of implementing Anti-Virus and file scanning within Dynamics 365?
As the Dynamics 365 virus detection engine runs asynchronously (independent from file uploads), you may need or have the requirement to run realtime anti-virus and file scanning when your users are uploading files.
A DfE team has successfully implemented a product called Cloudmersive. It offers virus scanning and threat detection APIs that can be integrated with Dynamics 365.
Further information
Product and implentation information - via the Architecture Profession Contract information - Contracts team Support
The Solution Delivery Team (SDT) within Digital and Technology can help anyone looking to create a service that needs CRM capabilities. SDT work through all stages of the development lifecycle - designing, building, supporting and maintaining systems. As a multidisciplinary team, they have both technical and delivery capabilities, and already support a number of CRMs and web applications.
There are 3 routes to providing delivery support:
SDT can build the end-to-end system for you SDT can offer a blended model, where SDT offers part of a multidisciplinary team, with the remainder made up from business areas and/or contractors SDT can offer use of contracts with suppliers which SDT will provide oversight for, to ensure services are built using Departmental best practise. These contracts can also be utilised to spin-up a full delivery team. With all of these delivery routes, SDT will ensure services are built to appropriate standards. This includes reuse of existing solutions where appropriate and ensures services are built in a standardised way, making ongoing maintenance and support easier.
SDT offer a standard support model for services they deliver. This includes:
Service Level Agreements (SLAs) for incidents and requests, aligned to wider Digital and Technology directorate SLAs Incidents and requests handled through standard tooling A set amount of development days per year to support work requests (based on the criticality and complexity of your service), along with support in scoping and sizing requests to maximise the development time you have available Close working with Service Operations teams, to ensure service standards are maintained and ongoing service assurance is met, including Authority to Operate (AtO) and IT Healthchecks (ITHCs) SDT have also set up a Dynamics Community of Practice, bringing together teams in the Department that are using Dynamics 365 in their services and projects. The community ensures ongoing conversations are taking place to standardise use of CRM products across the Department and ensure best practise is shared.
For more information, or if you’d like to talk through about options for CRM, please contact Iain McIntosh.