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Demo & discovery
60-min demo of the add-in in a test environment. We show slash commands, detail cards, conversation linking. You explain which CRM entities should be visible in Teams.
Solution · Teams Add-In
Contacts, accounts, cases — accessible directly in Microsoft Teams chat. Link Teams conversations to CRM records. Status updates from the chat into CRM. Saves click paths in daily work, without anyone having to learn new software.
The problem
In the daily work of a sales or service rep, most things happen in Microsoft Teams: calls, chats with customers, discussions with colleagues, screen sharing in meetings. When you have a question about a customer — last order, open case, shipment status — you switch from Teams to the browser window with CRM, find the record, read the answer, copy it back. Several hundred times a week.
Microsoft saw the problem and shipped a basic Teams-Dynamics integration in the standard: records can be pinned as a tab in a Teams channel, and there's a basic display function. Anyone wanting more — like searching CRM records directly in a 1:1 chat, linking a conversation to a case, updating a status from inside the chat — runs into the limits of the standard quickly.
So we built our own Teams add-in that closes exactly that gap. It brings CRM records directly into the chat context, allows linking via drag-and-drop or slash command, and writes status updates straight to the database. Anyone working in Teams has CRM in the same interface — without learning a new application.
Capabilities
Slash command "/crm Müller GmbH" directly in the Teams chat. Hit list with accounts, contacts, open cases. Click a hit to open the detail card as an adaptive card in the chat thread.
Adaptive cards with the most important CRM data: contact person, last order, open cases, revenue history. Actions directly from the card: call, email, create case, write note.
Bind a Teams conversation to a CRM case by drag-and-drop or command. The complete chat history is automatically embedded in the case history — even if the rep later leaves the company.
Update case status, task status, opportunity phase from the chat. "/crm case 12345 status completed" — without opening a CRM tab.
Incoming call via Microsoft Teams Phone — the matching CRM contact is shown automatically. During the call, create a case, write a note, book a follow-up — all in Teams.
CRM events (new lead assigned, case escalated, opportunity won) appear as adaptive cards in the personal Teams chat. Direct actions possible from the card.
In daily work
Nobody buys a Teams integration because it's revolutionary. It isn't. It doesn't solve a problem that would be unsolvable without it — it solves a problem that without it creates many small points of friction every day.
In numbers: a sales rep switches between Teams and CRM 80 to 120 times per day on average. Each switch costs 5 to 15 seconds — find, click, scroll, search. That's 10 to 20 minutes of friction loss per rep per day. With 50 staff, an estimated hour of productive work per day.
That's why we don't sell the solution as an "adoption boost" or "productivity multiplier". It's a friction reduction that pays off after 6 to 12 months of use. Anyone who doesn't find the argument plausible can book a 60-min demo and try it themselves.
Approach
60-min demo of the add-in in a test environment. We show slash commands, detail cards, conversation linking. You explain which CRM entities should be visible in Teams.
Add-in deployment in your Microsoft Teams tenant, connection to your Microsoft Dynamics 365, configuration of displayed fields, slash-command setup, optional extension to custom entities.
Roll out to users, short training (typically 30 minutes — most find their way around themselves). Optionally an Application Care contract for ongoing maintenance and extensions.
Related
What's under the hood — the CRM platform we connect to Microsoft Teams.
Read more →Which M365 and D365 license fits your setup? Up to date, free.
Read more →Application Care for ongoing maintenance of the add-in after go-live.
Read more →FAQ
Microsoft has its own Teams-D365 integration in the standard — it covers basic record display in Teams tabs. Our solution goes further: search, open, link directly in the chat context, without switching tabs. Plus the ability to write status updates from the chat into CRM.
By default, contacts, accounts (companies), opportunities, cases, orders. Extensible with custom entities — for example, industry-specific data types such as members, contracts, projects. We configure the mapping together in setup.
In principle, yes — anyone seeing CRM records needs a license. For read-only use cases there's the cheaper Team Member license. We help with the right license choice (see License Cost Calculator).
Yes. Incoming calls can automatically display the matching CRM contact. During the call you can create a case, write a note, book a follow-up — all in the Teams interface, without switching to the CRM tab.
By drag-and-drop or by slash command in the chat. A Teams conversation can be bound to a CRM case — the entire history remains traceable in CRM, even if those involved later leave the company.
For a standard setup, 2 to 4 weeks. Add-in deployment in Microsoft Teams, permission configuration, staff training. With extension to custom entities or special workflows, longer.
The add-in runs on European Microsoft Azure regions, data flows stay within the customer's Microsoft 365 tenant. No data is transferred to arades servers. Standard contractual clauses and a dedicated data-processing agreement are part of the setup.
60-min live demo
60-min demo of the add-in in a test environment. Slash commands, detail cards, conversation linking, status updates from chat. Bring sales, service, and IT — all three perspectives are relevant.
Strategy background · arades topic page
Why we consistently build all our apps and recommendations on a single data foundation — and when the island solution is still the better answer. 2,500 words on architecture, migration paths, and honest boundaries.
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