CRM in Armenia: Dynamics 365 or a Custom CRM?

What CRM options do Armenian businesses have?

The CRM market in Armenia looks much like the international one, with a few local realities: licences are usually priced in US dollars or euros while budgets are in dram, local implementation skills for some platforms are scarce, and many organizations need Armenian and Russian interfaces.

How does Dynamics 365 compare with a custom CRM for the Armenian market?

We recommend the right solution: Dynamics 365 (Customer Engagement, Business Central or Finance and Operations), Power Platform, or a custom-built CRM. One team for CRM, ERP and the integration between them. For the CRM itself, the table sets out how Dynamics 365 and a custom build compare on the factors Armenian organizations raise most often.

When should you hire a CRM development company in Yerevan for a custom-built CRM, and when does Dynamics 365 fit better?

Solzet is a CRM development company headquartered in Yerevan, and one team delivers all three routes: Dynamics 365, Power Platform and a custom-built CRM. The rule we apply is the same for every Armenian organization. Choose a custom-built CRM when per-user licensing across your headcount is the cost that dominates, when you need to own the code and decide where it is hosted, or when your process is too specific for a packaged product. Choose Dynamics 365 when your sales, service or field processes are close to the standard and Microsoft 365, Outlook and Teams matter to your people. Choose Power Platform when Dataverse fits but the apps you need are bespoke, such as an internal request or approval system.

The table sets out what a custom-built CRM from Solzet includes. The delivery model, process and handover are on the custom CRM development page; the Microsoft side and the questions to ask any partner are on the Dynamics 365 and Business Central partner in Armenia page.

What drives the cost of a CRM in Armenia?

We do not publish prices, because scope drives every CRM budget, but the drivers are predictable and worth understanding before you ask anyone for a quote.

• Licences: the number of users and the tier they need, paid in foreign currency and exposed to the exchange rate over a multi-year term. A custom CRM removes this line entirely.
• Implementation effort: how far your process is from the standard, how much custom development is needed, and how many systems must be integrated.
• Data migration: the number of sources, the history worth keeping and how clean the data is. This is the line most often underestimated.
• Hosting and security: cloud subscription, local infrastructure, backups and any accreditation the organization requires.
• Adoption and support: training in the languages your people use, and ongoing support and development after go-live.
• Our decision guide to hiring a consultant or building it yourself breaks the effort side into line items you can plan against.

What drives the cost of a Dynamics 365 implementation in Armenia?

A Dynamics 365 Customer Engagement or Power Platform project in Armenia has the same cost lines as anywhere else, with a few that weigh more here. We still do not publish prices or ranges, because two projects with the same user count can differ widely in scope. These are the lines to put in your budget and ask every partner to separate in their proposal. For how to evaluate the partner itself, see our guide to choosing a Dynamics 365 partner in Armenia.

• Microsoft licences: bought per user per month from Microsoft or a licensing reseller, typically billed in US dollars or euros while your budget is set in dram. Over a multi-year term the exchange rate moves the real cost, so model the licence line for the whole term, not the first year, and include any Power Apps, Power Automate, Dataverse storage or Customer Insights capacity the design needs. Licence types and entitlements change, so check current Microsoft licensing documentation.
• Discovery: the workshops that map processes, users, data and integrations and decide what Dynamics 365 does out of the box. It is the cheapest place to remove cost, because every requirement cut or simplified here is development that never happens.
• Configuration versus custom development: tables, forms, views, business rules, business process flows, security roles and Power Automate flows are configuration. Plugins, custom PCF controls, integrations with accounting or banking systems and custom portals are development. The ratio between the two is the single biggest driver of implementation effort.
• Data migration from Bitrix24, amoCRM or Excel: exporting from the source, deduplicating companies and contacts, mapping pipelines, deal stages and custom fields onto Dynamics 365, deciding how much activity history to bring over, and rehearsing the load with reconciliation reports. Spreadsheet sources usually need the most cleaning.
• Armenian and Russian interface work: Dynamics 365 interface languages are the ones Microsoft ships as language packs, so check current Microsoft documentation for what is available. Beyond that, labels, views, choice values, email and document templates, and any customer-facing Power Pages content have to be written and maintained in each language your people and customers use, and that is effort worth scoping explicitly.
• Training: role-based sessions for sales, service and management in Armenian, Russian or English, training material that matches your configuration rather than the generic product, and time from key users before go-live.
• Support after go-live: a hypercare period, then ongoing support and change requests as the business uses the system. Budget it as a recurring line alongside the licences, because a CRM that nobody can change after launch soon stops fitting the business.

What does a small, medium or enterprise Dynamics 365 project in Armenia look like?

Instead of price ranges, it is more useful to know which shape your project is, because the shape tells you which cost lines dominate. The table describes typical shapes we scope; your project may sit between two of them.

What does a CRM for Armenian government and the public sector look like?

Public bodies need citizen request and case management, permit and application workflows, inter-agency correspondence, audit trails and reporting for oversight, often with strict rules on where data is hosted. Solzet has government tender experience and delivers public sector CRM on Dynamics 365 where cloud hosting is permitted, or as a custom CRM on government infrastructure where it is not. Our guide to citizen request and case management systems for public bodies compares the platform options in full.

How do CRM projects in Armenia usually run?

Discovery workshops in Yerevan, in Armenian or Russian, to map the processes, users, data and integrations; a recommendation between Dynamics 365, Power Platform and a custom build; design and iterative delivery in two-week sprints with working demos; migration from spreadsheets, a legacy system or another CRM such as Bitrix24 or amoCRM; integration with the accounting and other systems already in use; then training, go-live and ongoing support from the same senior team.

What kinds of CRM projects has Solzet delivered?

Our case studies describe the shape of our work: a CRM modernization for a European bank that replaced a legacy on-premises system, a Field Service rollout for a manufacturer, a Dynamics 365 Sales and Power Platform build for a consulting firm, and custom PCF controls delivered as a subcontractor for a Microsoft partner. Clients are not named without their approval.

Where is Solzet based in Yerevan?

Solzet is headquartered in Yerevan, Armenia, at Hakob Hakobyan 1, Yerevan, Armenia, in the GMT+4 time zone. The team works in Armenian, Russian and English, delivers on site in Yerevan when it matters and remotely the rest of the time, and serves clients across Armenia, the Caucasus and internationally. Contact us at contact@solzet.com or read more about Solzet in Armenia.