Connecting Service Excellence to Revenue Growth
Service isn’t just about solving problems — it’s about uncovering growth. When delivery and support are connected to sales, every ticket, project, and interaction becomes an opportunity to expand revenue.
Empellor CRM connects sales, service, and delivery so every ticket, project, and interaction fuels growth instead of leaking revenue.
What Good Looks Like
- Customer support and delivery teams seamlessly feed growth opportunities into sales.
- Field service, project management, and account management are fully connected in Dynamics 365.
- Change orders are fast, accurate, and profitable.
- Service data fuels forecasting, capacity planning, and account expansion.
- Every delivery interaction strengthens the customer relationship — and opens the door to revenue.
If service isn’t driving revenue, you’re falling behind.
- No clear process for routing upsell opportunities from Support or Delivery to Sales.
- Field service platforms disconnected from CRM.
- Delivery resources don’t see revenue expansion as part of their role.
- Project management and delivery siloed from sales.
- Change order process complicated and inefficient.
- Account managers left in the dark on delivery issues and customer concerns.
The Challenges MSPs Face
When service is siloed, opportunities are lost, customers are frustrated, and revenue leaks away.
Solutions That Work
Without velocity and conversion discipline, revenue stalls — and competitors pass you by.
- Connect Dynamics 365 Sales to your support system to capture revenue signals from tickets.
- Automate subscription provisioning with Work 365 — because speed equals perceived value.
- Integrate customer delivery systems with Dynamics 365 Sales so account managers see project insights in real time.
- Manage projects and entitlements with Dynamics 365 Project Operations.
- Improve demand forecasting and capacity optimization to recover lost or “leaked” revenue.
- Use Dynamics 365 Business Central integrated with Sales to streamline change orders and connect sales to purchasing.
- Empower delivery teams with Copilot in Teams and Outlook:
- Automatically surface upsell or cross-sell cues from support conversations.
- Summarize project health for account managers without requiring extra meetings.
- Alert teams when delivery issues risk renewals, helping sales act before it’s too late.
Next Steps to Improve
Without a clear growth strategy, you’re stuck in survival mode — chasing opportunities instead of creating them.
Ready to turn service into a growth engine?
- Upgrade forecasting systems with best-in-class tools in Dynamics 365 Sales.
- Update and refine performance metrics for delivery resources.
- Train delivery teams to recognize their role in account expansion and revenue growth.
- Update compensation plans to reflect delivery’s role in growth.
What’s at Stake
- Critical upsell opportunities get lost in ticket queues.
- Delivery teams see themselves as executors, not growth enablers.
- Customers grow frustrated with slow change orders and disconnected experiences.
- Competitors who integrate sales, service, and Copilot-enabled insights will expand accounts faster — while you’re still resolving tickets.
Don’t let service be just cost. Make it your growth driver.
