EY rolls out Microsoft Dynamics 365 Sales to transform global sales operations

EY rolls out Microsoft Dynamics 365 Sales to transform global sales operations


The deployment will enhance collaboration, streamline processes and unify insights, helping EY teams to provide better outcomes for their clients’ most complex challenges

Laura Hyde |

Professional services firm EY has rolled out Microsoft Dynamics 365 Sales to 25,000 employees in the USA, Canada, Singapore and South Africa. It is expected to be available to the firm’s 100,000 professionals across 700 offices in 150 countries by January 2025. 

Dynamics 365 Sales will provide EY teams with the latest customer relationship management (CRM) tools and artificial intelligence capabilities to improve how they manage internal operations and interactions with clients. EY moved from its legacy CRM system to a dedicated digital sales foundation to provide employees with a more unified approach to client relationships. The new system provides in-depth insights into accounts, finance data and marketing activity from various applications in one place for a seamless working experience. 

“The EY organisation’s implementation of Dynamics 365 Sales demonstrates how a unified CRM strategy, coupled with Microsoft Copilot, can increase customer engagement and operational efficiency,” said Charles Lamanna, corporate vice president, business applications and platforms at Microsoft. “We are proud that Dynamics 365 Sales is the foundation for global sales transformation and that our Microsoft CRM and Copilot capabilities are delivering business value worldwide.” 

Dynamics 365 Sales gives EY’s client teams access to integrated tools like SAP and Adobe to enable employees to nurture sales relationships and provide greater visibility and efficiencies across workflows. Employees can access the solution via mobile, in Microsoft Teams and online, so it is available anywhere in the world.  

During a trial of the solution, EY saw a double-digit increase in higher-ranking employees interacting with EY CRM processes in the first three months. Users also reported entering new opportunities five times faster. 

“Putting Dynamics 365 Sales and Copilot for Sales in the hands of 100,000 EY employees showcases how modern architectures and the latest advancements in AI can create competitive advantage,” said Hanne Jesca Bax, EY global vice chair, markets – elect. “Part of embarking on this journey was to demonstrate to clients how it can be done for complex organisations in highly regulated industries, providing a clearer view of the entire client lifecycle from opportunity management to sales, focused on solving critical business issues. EY people now have a streamlined way to collaborate across teams and prioritise strategic relationships, to continue to provide tailored solutions to clients when they matter most.”

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