Migrate from Dispatch to Microsoft Dynamics 365 Sales

Dispatch customers map directly to D365 Sales Accounts using a field-for-field translation approach. Company name, address, phone, website, and standard contact fields carry over directly without transformation. Dispatch customer IDs are preserved as Source_System_ID__c custom fields on the Account record to enable delta-run de-duplication and traceability back to the original Dispatch source data during reconciliation.

Primary and secondary contacts on Dispatch customers migrate as D365 Contacts linked to the Account via the Parent Account lookup relationship. Email, phone, job title, and address fields transfer directly. Contact roles that lack explicit naming in Dispatch become Contact Roles on the Account record to preserve the organizational relationship hierarchy within D365 Sales.

Dispatch drivers who are internal employees map to D365 System Users by matching their Dispatch email address to the D365 user account — this Owner lookup assigns them as the owner on Cases and related records. Subcontractor or third-party drivers who are not D365 license holders migrate as Contacts with a Driver_Record__c flag set to true for identification and filtering in D365 reports and views.

Work orders carrying billable revenue amounts migrate as D365 Opportunities with the closed-won status for completed jobs — the total service amount populates the Amount field, and line items become Opportunity Products. Work orders without billable revenue, including service tickets, maintenance requests, and support calls, map to Cases with a Work_Order_ID__c custom field preserved for traceability back to the source Dispatch record.

Line items attached to Dispatch work orders migrate as D365 Opportunity Products when the parent work order maps to an Opportunity, or as Case Details when the parent maps to a Case. Product name, quantity, unit price, and calculated line total carry over directly from the Dispatch line-item record with no transformation required.

Dispatch service types such as HVAC Repair, Same-Day Delivery, or routine maintenance have no native equivalent in D365 Sales standard fields. We create a custom pick-list field called Service_Type__c on both the Case and Opportunity entities with option-set values matching the Dispatch service type enumeration. This custom field enables service-category reporting and filtering in D365 views and dashboards after migration completes.

D365 Sales does not include a native vehicle or fleet entity in the standard CRM schema. We create a custom Vehicle table in Dataverse with fields for registration number, vehicle type, capacity, and current driver assignment — each field maps directly from the Dispatch Vehicle record. The Vehicle table is linked to the Account as a related table, enabling fleet management reporting and vehicle-to-account queries within D365.

Dispatch route names and route assignment data such as Route North-4 or stop sequence numbers carry over as text fields Route_Name__c and Route_Sequence__c on the Case or Opportunity record. These preserve scheduling context and route-affinity information in D365 without requiring a native routing engine, allowing dispatch supervisors to reference original route assignments in the CRM.

Dispatch activity records including status updates, driver check-ins, and customer notifications migrate as D365 Tasks with the original timestamp and owner preserved from the source record. Task subject and description fields carry the activity summary text, and a lookup to the related Case or Account connects the task to the operational record in D365 for complete activity history.

Dispatch file attachments on work orders and customers are downloaded during extraction with original filenames and MIME types preserved as metadata. They re-upload to D365 Notes using the annotation entity or to a connected SharePoint document library attached to the Account record. The D365 25MB per-file limit applies; files exceeding this threshold are flagged during the sample migration diff for admin review before the full run.

Each Dispatch custom property maps to a D365 custom field on the appropriate target entity using data-type alignment: text fields create D365 Text fields, numeric values create Whole Number or Decimal fields depending on precision, and date values create Date fields. Custom fields with pick-list values in Dispatch create D365 option sets with integer value mapping to maintain the enumeration alignment across systems.

Dispatch service rate cards containing per-service pricing migrate as D365 Products with associated Price List items. Each service line from the Dispatch rate card becomes a separate Product record with the rate stored as a custom currency field Price__c. Price List assignments activate the correct rate on Quotes and Opportunities automatically when the Professional tier license is applied.