One CRM for several EU and non-EU countries to collaborate

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Posted on by Markéta Holcmanová

Good afternoon,

I'd like to reach out to anyone who has the real-life experience with running Dynamics 365 (Sales Enterprise) within several countries that:

- speak different languages

- write in different alphabets (latin, cyrilic)

- use different currencies

- have different (tax) laws

- and yet want to cooperate on their sales and marketing activities because they became one holding company :)

They all have their own customer & product portfolio, activity and purchase (Opportunity-Quote-Order-Invoice) history as well as country-specific processes and data.

Also, there are cross-country and global clients that buy from more than one of these countries that we want to serve together - inside one shared CRM.

Does anyone here run or know about such solution, please? :)

Even if not, any suggestions or good advice on how to set-up the core of the system for our Sales teams to support their work, keep private what has to stay in a given country and not break the CRM by so many customizations and data?

Thank you in advance,

Markéta

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Dynamics 365 Sales

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Markéta Holcmanová 4 on at

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One CRM for several EU and non-EU countries to collaborate

Thank you for sharing the experience :)

What I'm not sure about is the detail:
1) Multi-language: when users speak different languages they will want to enter their notes and activities in their mother tongue. But we can have a need to collaborate on this client with salespeople from different countries and at that moment they wouldn't understand the notes from the other colleague. Of course we can try to unify the entity by adding standardized drop-downs and other fields in English but I'm afraid at some point of our need for collaboration the use of different languages in the written notes will be a big disadvantage and also the system itself as same as users will be overwhelmed by all the standardized fields. What I'm thinking of is to ask salespeople to summarize their notes in English every time, but I don't think this is a sustainable approach, too.
Does Dynamics support some type of auto-translations based on the location of the user or something like that?

2) Alphabets: do you please know about some video or at least picture guide where I could see how this works in reality?

3) Currency: We'll start with Euro so at least this is clear :) I only don't know yet how we'll manage all the products and pricelists for different countries, for international and cross-country sales together with all the currencies, not to mention taxes :D Again, what I'm afraid of is the overwhelming for users, admins, system.

4) Tax: May I ask how are you going to implement these? We didn't have to bother with taxes in our domestic Dynamics solution but now it comes to our attention.

5) BU: With Business Units we want to be careful because there will be 11 countries in the start and other may come. And we have the experience that at some point the more BUs means extreme slowdown of the whole system. So I'm not sure yet how to use them in a way that will not cause any critical problem like this slowdown even with our future growth.

You also mentioned the Opportunity-to-Order process. Could you please also provide me here with a video or something visual where I could see how is it set-up and how it works?

Thank you very much for your response :)
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Guido Preite 54,087 Super User 2024 Season 1 on at

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One CRM for several EU and non-EU countries to collaborate

I am currently working with a customer who meets all the requirements you listed.

1) Dynamics 365 is multi-language

2) encoding is well supported (unicode) so you can enter text in different alphabets

3) is multi-currency (pay attention to the base/main currency as it cannot be changed after you setup the environment)

4) tax laws depending on how the process for each region will be implemented

5) usually is done at Business Unit separation, there is a Root Business Unit (that can see all) and each region has its own BU so you get segregation of data based on BU

Of course if one BU uses opportunity-to-order and another opportunity-to-quote and the order data is transferred to another ERP, customizations need to take care of the requirements you have.

Hope it helps