Microsoft Dynamics for Transportation: Shipper/Customer Relationship and Pricing CRM

Transportation CRM isn't replicating the TMS — McLeod, TMW, Sabre, CargoWise own the operational and dispatch work. CRM at a carrier is the collection of commercial use cases the TMS doesn't handle well. Shipper and customer relationship management across sales, account management, and customer service with the lane-level visibility commercial teams use. Pricing and contract management for rate negotiation, RFP responses, and contract renewals. Sales pipeline for new business development. Customer service for shipment exception handling. At a carrier, these live in commercial systems alongside the TMS — and without proper CRM, sales teams track opportunities in spreadsheets and customer relationships live in email.

Transportation D365 CE done right addresses these commercial use cases without duplicating the TMS. Shipper and customer relationship management with lane-level visibility from the TMS, sales pipeline tracking, and account management workflow. Pricing and contract management for RFP responses, rate negotiation, and contract renewals with the pricing history analytics commercial teams need. Sales pipeline for new business development. Customer service case management for shipment exceptions with TMS integration for real-time status. With integration to the TMS so CRM reflects operational reality — load volume, lane performance, service levels. Done this way, D365 CE becomes the commercial team's operating system.