Organisations running Microsoft Dynamics 365 are under increasing pressure to maximise value, accelerate transformation, and evolve their digital capability, but choosing the right delivery model is often the biggest blocker. Should you implement and mature D365 through a Centre of Excellence (CoE) Managed Service, or is a Professional Services delivery model better suited to your goals?
This webinar brings clarity. Designed specifically for existing D365 customers and those evaluating their next step, this session breaks down each approach, who it’s for, and what outcomes you can realistically expect.

Why this matters to you?

• Gain clarity on the strategic role each operating model plays in shaping long‑term CRM success — from organisational control to delivery maturity and adaptability.
• Understand which internal conditions (team structure, digital ambition, governance appetite) influence whether a CoE or a Professional Services‑led model produces better outcomes.
• Learn how different delivery models can accelerate or hinder broader transformation programmes and impact cross‑departmental performance.
• Access structured evaluation tools to help you map your current state and choose a route that aligns with your future CRM vision.

What We’ll Cover

• How each model changes the day‑to‑day experience of running Dynamics 365 — from release cycles and ownership models to operational processes and support patterns.
• The practical pros and cons of each approach, including flexibility, internal uplift, dependency levels, and the reality of ongoing maintenance.
• Real examples of which types of organisations succeed with centralised ownership vs those who benefit from externally led delivery teams.
• A step‑by‑step view of the diagnostic tools ANS uses to help teams benchmark capability, evaluate risk, and determine the most sustainable D365 operating model.

Meet the Speakers...

Hamish Milner

Enterprise Account Executive at ANS

Hamish Milner is an Enterprise Account Executive at ANS, specialising in helping organisations modernise their CRM, Dynamics 365, and digital transformation strategies. He leads high‑impact customer engagements across sales, Power Platform and agentic CRM initiatives, driving measurable commercial outcomes for enterprise clients.

Neil English

Solution Architect - Technology: Pre sales at ANS

Neil English is a Solution Architect in ANS’s Technology: Pre‑Sales team, helping organisations shape modern, scalable solutions across Dynamics, Power Platform, and cloud technologies. He brings deep technical expertise to complex customer challenges—translating business needs into clear, achievable architectures that accelerate digital transformation.

Gabrielle Barnard

Pre-sales Solution Architect: Business Applications at ANS

Gabrielle is a Presales Solution Architect specialising in Microsoft AI and Dynamics solutions, specialising in designing and demonstrating intelligent, end‑to‑end solutions. With over 10 years of experience across multiple small to enterprise industries. She focuses on helping organisations transform their customer and business experiences using Customer Insights, Customer Service, Sales, Power Platform and Copilot Studio into scalable, impactful, and future‑ready business solutions.

Philip Craig

Microsoft Business Applications Pre-Sales Consultant

Philip is a skilled Dynamics 365 CE Pre-sales Consultant with expertise in designing and delivering tailored solutions that streamline processes, improve user experiences, and drive business outcomes. He has experience in Dynamics 365, Power Apps, and Power Automate, with a strong ability to translate complex technical requirements into practical, user-focused solutions.