Lead implementer
for a 500+ employee CRM.

Why this CRM

Microsoft fits this programme.

Queries from the web, email, and phone become cases with an automatic number. Outlook, Microsoft Entra ID single sign-on, and Teams notifications are part of the same tenant. Web and mobile access come with the product. Your client provides the licences and the hardware.

• Dynamics 365 Customer Service for cases, queues, and the portal
• Power Pages for customer self-service
• Entra ID for Azure single sign-on and role-based access
• Teams and Outlook for the people who already work there

How we join your bid

A company, with a named delivery team.

Jowab joins as the lead implementer beside you. A Project Manager, a Technical Consultant, and a Functional Consultant run the CRM. An AI lead runs the virtual assistant on the same cases.

• We work as a company on your bid, under a joint venture or partnership
• Dynamics 365 is the system we implement for your client
• Workshops, testing, and go-live can be in Namibia
• The rest of the programme is remote, with your approval

1 · CRM

Every query becomes a numbered case.

• Log queries from web, email, and phone, each with an automatic unique ticket number
• Categorise by query type, urgency, customer, and department, with configurable custom fields
• Filter irrelevant mail by keyword, including CVs, job applications, and donations
• Company and customer profiles, several contacts per company, and the full interaction history
• A customer portal to register and log queries
• Configurable workflows, automatic notifications, and an escalation matrix by time and customer priority, with overdue alerts
• Automatic assignment with load balancing, agent availability, out-of-office, workload, duplicate prevention, and manual reassignment
• Email, call, and note tracking, attachments, internal comments, and a full audit trail
• Audit findings recorded as work: findings, remediation tasks, and progress

2 · AI virtual assistant

A chatbot tied to the case, not a side widget.

• Submit an enquiry and track it
• Create a ticket number or retrieve one the customer already has
• Answer FAQs from a knowledge base your client’s administrators edit
• Escalate to an agent with the case, the history, and the transcript
• The assistant reads and writes the Dynamics 365 case

3 · Reporting

The numbers the floor manager opens each morning.

• Standard and custom reports
• Real-time dashboards by role
• Query volumes, resolution times, backlog, and overdue queries
• Agent performance and department performance

4 · Integration and security

Outlook, Azure, Teams, and a door for the next system.

• Microsoft Outlook for the mailbox the team already uses
• Azure single sign-on through Entra ID
• Teams notifications on assignment, escalation, and overdue work
• APIs left ready for systems that join later
• Role-based access, audit logs, and access on web and mobile

5 · Data

Clean the old CRM before it moves.

We profile the previous CRM and the legacy extracts, agree what is worth keeping, deduplicate companies and contacts, and load cases and history into Dynamics 365 with a reconciliation your client can check.

6 · Training

Three audiences, one set of proof.

• End users, superusers, and your client’s ICT team
• A manual for each role
• Attendance records and certificates

7 · After go-live

Twelve weeks on a draft SLA.

• Critical issues: response in 1–2 hours, resolution in 24 hours
• Optional monthly extended support, priced on its own line
• Licences and hardware stay with your client

Project Manager

Plan, workshops, RAID, steering, and the Namibia visits.

Technical Consultant

Dataverse, integrations, migration, security, and APIs on Dynamics 365.

Functional Consultant

Case model, portal, workflows, assignment, knowledge base, and the reports.

AI lead

The virtual assistant on the case: submit, track, answer FAQs, and escalate. Your client’s administrators keep the knowledge base.

Joint venture

Jowab can sign a joint-venture or partnership document with you, as the CRM implementation party on this bid.

Legal documents

Our company documents are in good standing. We will provide them to you for this bid.