Microsoft Dynamics 365
Business applications spanning CRM, service, and field operations
ProPay integrates with Microsoft Dynamics 365, a policy, risk, or CRM platform. Microsoft Dynamics 365 combines CRM and ERP applications, and some warranty operators use it to hold customer and case records alongside financial operations. ProPay authorizes claims against the context it holds and writes decisions back.
Microsoft Dynamics 365 combines CRM and ERP applications, and some warranty operators use it to hold customer and case records alongside financial operations. ProPay reads the context Microsoft Dynamics 365 already holds and authorizes the claim against it, writing the decision, and everything that led to it, back as the record of what happened.
What ProPay does with Microsoft Dynamics 365
ProPay captures claim data 24/7 through web form, chat, SMS, and voice, and validates it against the coverage Microsoft Dynamics 365 holds, customer records, cases, and linked financial data, before authorizing repair versus replace, or approving inside your configured thresholds.
The context that reaches Microsoft Dynamics 365 isn’t a call transcript, it’s a structured SMS conversation. ProPay triages the homeowner over text, with 80 to 83 percent responding, and that exchange is what populates the fields Microsoft Dynamics 365 needs to authorize the claim correctly the first time.
From there, ProPay sources parts across suppliers, tracks the order, and validates the resulting invoice against the authorization record before payment releases, with every decision written back to Microsoft Dynamics 365 alongside the confidence level it was made at.
How the Microsoft Dynamics 365 connection works
Dynamics 365’s API covers CRM entities including cases and contacts, which is where ProPay reads and writes.
Where Microsoft Dynamics 365 doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment rather than asking Microsoft Dynamics 365 to change. Authorization, parts, and payment can go live against Microsoft Dynamics 365 independently of each other.
What stays in Microsoft Dynamics 365
Customer relationship management and any linked ERP financial processes stay inside Dynamics 365.
What changes is how much of the authorization decision a person has to make by hand. ProPay applies your business rules against the context in Microsoft Dynamics 365 and routes only the exceptions to a reviewer.
Data handling and security
The connection to Microsoft Dynamics 365 runs on a company-specific ProPay instance, one carrier’s policy and claim data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every authorization decision carries a confidence level and the inputs it drew from Microsoft Dynamics 365, and is logged. Decisions above your configured value or confidence thresholds route to a person before anything executes.
Deploying the integration
A dedicated Forward Deployed Engineer works with your team to build and maintain the Microsoft Dynamics 365 connection, mapping the specific fields and authorization rules your program already runs on.
Frequently asked questions about ProPay and Microsoft Dynamics 365
Does ProPay replace Microsoft Dynamics 365?
No. Microsoft Dynamics 365 remains the system of record for the underlying policy and case data; ProPay executes the authorization decision and the work that follows it.
How does ProPay connect to Microsoft Dynamics 365?
Dynamics 365’s API covers CRM entities including cases and contacts, which is where ProPay reads and writes. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Are authorization decisions against Microsoft Dynamics 365 auditable?
Yes. Every decision carries a confidence level and the specific inputs from Microsoft Dynamics 365 it was based on, and is logged for review.
