Case Study: Infosys achieves 88% CRM adoption and streamlined sales productivity with Microsoft Dynamics 365

Infosys - Customer Case Study

Infosys, a global leader in consulting, technology and outsourcing with over 193,000 employees and clients in 50+ countries, had relied on a homegrown CRM that became increasingly complex, lacked mobile support and real‑time visibility, and struggled with low adoption among sales staff. Faced with the choice to rebuild or adopt a market solution, Infosys opted for a modern, low‑friction CRM to restore productivity and insight.

They selected Microsoft Dynamics, had Microsoft tailor the platform while Infosys led implementation, and completed rollout in six months. The solution brought mobile access, Power BI analytics, social integration, strong security and a simpler UI—driving adoption to about 88%, reducing support requests by ~30%, improving sales‑pipeline visibility and decision‑making, and enabling future machine‑learning enhancements.

Infosys

Nitesh Aggarwal

Associate Vice President, Global Sales Effectiveness