Migrate from Origo BPO to Microsoft Dynamics 365 Sales

Origo BPO clients map to Dynamics 365 Sales Accounts. The client name becomes Account Name, and the primary contact person becomes the primary Contact record linked via AccountId. Offshore team information is stored in a custom OffshoreTeamMember table with a lookup to Account.

Contact persons within an Origo BPO client map directly to Dynamics Contacts. The AccountId lookup is resolved after the parent Account record is created during the migration sequence. Multiple contacts per client are fully supported via standard Dynamics Contact roles attached to the Account, enabling proper representation of all personnel within each client organization.

Origo BPO service requests are transformed into Dynamics 365 Sales Opportunities. The request title becomes the Opportunity Name, estimated close date maps to CloseDate, and the full service description is preserved in the Description field. Request type, SLA tier, and offshore agent assignments are migrated as custom fields.

Origo BPO SLA tiers (Standard, Priority, Enterprise) have no direct Dynamics 365 Sales equivalent. We create a custom pick-list field BPO_SLA_Tier__c on the Opportunity to preserve tier classification. The SLA deadline timestamp is stored as a separate BPO_SLA_Deadline__c datetime field to maintain compliance tracking capability.

Dynamics 365 Sales has no native offshore team entity. We create a custom OffshoreTeamMember__c table with fields for agent name, time zone, shift schedule, and assigned service request lookup. This requires Dynamics 365 Sales Enterprise licensing (unlimited custom tables) or Sales Professional upgrade.

Each Origo BPO offshore agent assignment links a service request to a team member. In Dynamics 365 Sales this becomes a lookup relationship from OffshoreTeamMember__c to the Opportunity record plus a second lookup to the Contact record representing the offshore agent. This dual-lookup structure preserves the many-to-many relationship between agents and service requests.

Origo BPO service activities including calls, emails, and meetings logged against a service request map to Dynamics Tasks and PhoneCall activity records. The Regarding lookup on each activity links to the corresponding Opportunity, preserving original timestamps and original owner assignments throughout the migration.

Origo BPO NPS scores have no native Dynamics 365 Sales equivalent. We create BPO_NPS_Score__c as a custom Number field on Account to capture the current NPS value. Historical NPS trend data is preserved separately in a custom BPO_NPS_History__c table linked to Account for longitudinal reporting.

Origo BPO staff retention rate as a percentage value maps to a custom field BPO_Staff_Retention_Rate__c on Account. This metric holds particular significance for clients utilizing Origo BPO for long-term managed services contracts where team continuity directly impacts service delivery quality.

Origo BPO offshore agents are internal team members, not external CRM contacts. We create a Contact record per agent in Dynamics 365 Sales for activity logging. If the agent also needs Dynamics login access, they are provisioned as a User separately — this requires a Dynamics license.

Origo BPO automation logic (SLA escalation rules, task routing, client notifications) does not transfer to Dynamics 365 Sales. These must be rebuilt in Power Automate and Dynamics workflows. We export Origo BPO workflow definitions as a reference document for the Dynamics admin.

Origo BPO reports and dashboards are built on Origo BPO's proprietary reporting layer and reference BPO-specific metrics such as NPS scores, staff retention rates, and SLA compliance percentages. These cannot be directly migrated to Dynamics 365 Sales. Underlying data migrates completely, enabling Dynamics 365 Sales administrators to rebuild reports using native views, Power BI, or Copilot AI-assisted insights available within the platform.