EngageDeskThe CRM that sells the Microsoft way
MCEM stages with exit criteria, conversations that log themselves, and the co-sell numbers Microsoft wants to see.
Works with, and imports from, the tools your team already uses
- Microsoft 365
- Outlook
- Teams
- HubSpot
- Pipedrive
- Zoho Invoice
How it works
Deals are won in conversations. EngageDesk keeps up.
Every opportunity follows Microsoft's stages, every conversation lands on the right one, and AI proposes the next move for your team to check.
Microsoft's sales stages, with the exit criteria built in
Every opportunity moves through the Microsoft Customer Engagement Methodology. Moving on asks whether the stage is done, so your forecast means what Microsoft's does.
- Required criteria, by kindMark a criterion Required, and set criteria for projects, placements and licence resale.
- Success plan and close planThe measures the customer agreed, and dated steps to signature.
- Coverage map, and Microsoft's sideWho owns each customer relationship, and Microsoft's seller on co-sell.
- Once-off and monthly valueEach in its own currency, totalled in yours, and what was agreed when you close it as won.
Your conversations log themselves
Deals are won on email, in meetings and on WhatsApp. Nobody types it twice.
- Outlook and meetingsWith people you know: who, when, the subject and a short summary. Never the email itself.
- WhatsApp in one pastePaste a chat, a thread or call notes and EngageDesk fills in the log for you to check.
- A Lead Inbox that works the leadStages, speed to lead, scoring and assignment rules, with a WhatsApp opener ready.
- Your own lead formHosted for you, or post leads from your site to your lead address.
The Teams meetings you choose to capture, written up on the opportunity
After a transcribed Teams meeting with people you know, the AI writes the summary, the decisions, who does what by when, and the risks. Then it proposes the next step or stage move for you to approve. You turn it on and your Microsoft 365 admin approves transcripts once; tell the people in the meeting.
- One click to approveThe next step and any stage move, straight from the notes.
- Risks in the opportunity's healthA budget slipping or a sponsor leaving turns the opportunity amber.
- The transcript isn't keptOnly the notes stay, on the meeting and the opportunity.
The deal desk works while you sleep
Each morning, agents read the day's new activities and propose next steps, close dates, stage moves and follow-ups.
- Proposals, not surprisesEvery change is shown for your team to keep, edit or undo.
- The sure ones, done for youAt Director or Orchestrator, it makes the clear-cut changes itself, with undo.
- Ready before the working dayEach person's plan for the day, from the opportunities that need them.
Ask about your pipeline in plain words
Ed, EngageDesk's AI assistant, answers with links to the opportunities, people and activities behind each answer, so you can check them in a click.
- In EngageDeskAsk from any page, with your role's view of the data.
- In Teams and Microsoft 365 Copilot Coming soonAsk, log and move opportunities from Teams and Copilot, signed in as yourself.
- Messages ready to copyFollow-ups are drafted for you to copy.
Meet Ed
Ed knows your pipeline. You make the calls.
Ed is EngageDesk's AI assistant. Ask about any opportunity, person or week, and Ed answers from what your team has recorded, with links to check it.
- Every answer links to its sourceOpportunities, people and activities, a click away.
- Drafts in your voiceFollow-ups are signed by you, never by Ed.
- Always marked as AIEd never passes for a person. On Growth, give it your own name.
Your records are stored in Microsoft Azure in South Africa. Ed runs on Microsoft Azure AI services, which may process a request outside South Africa; email addresses, phone numbers and ID, card and bank numbers are taken out of text first; names stay, and screenshots go as they are. How we handle your data
AI, with people in charge
You choose how much the AI does
Microsoft's Frontier Firm research names four ways people and AI work together. Each AI feature in EngageDesk has one, you set it per feature, and you can see what the AI did and what your team approved.
You write
You do the work and ask Ed when you need it.
AI drafts
It sets up the log, next step or stage move; you check and save.
AI does it
You set the task; it works in the background for you to review, with undo.
Agents run it
Agents keep opportunities current; people handle the exceptions.
It learns your business
The more you use it, the more it understands what you sell, how you win and why opportunities are lost. You confirm what guides the AI.
Sales coach
Where an opportunity stands, how to tick each open exit criterion, the risks, and a message ready to send.
Proposals and reviews
A Word proposal drafted from the opportunity's activities and your rate card; win and loss reviews with lessons across opportunities.
Private by design
Email addresses, phone, ID and bank numbers are taken out of text before it reaches the AI, and every request is logged for 30 days (what you paste to log isn't kept).
For Microsoft partners
Show Microsoft your numbers
Co-selling works when you can show what it brings. EngageDesk keeps the Microsoft side of every opportunity in view.
- Partner view: your co-sell pipeline by stage and by Microsoft solution area, and your win rate with and without Microsoft.
- The customer's Microsoft estate: whether they're on Microsoft 365, how they buy, their licences with renewal dates, partner of record and admin access ends, and Microsoft's people on the account. Renewals land on This week and Today.
- Microsoft's side of the team: on a co-sell opportunity, add Microsoft's seller and specialists, and the coach says what to ask them at each stage.
- Opportunities that could be co-sell, spotted from the Microsoft products they name, and the funding programmes they may qualify for.
- A Monday brief in Teams: overdue next steps, quiet opportunities, accounts at risk and the forecast.
- Partner Center referrals Coming soon will wait in your Lead Inbox to accept or decline, with progress sent back as accepted, won or lost.
- Ask, log and move opportunities from Teams and Microsoft 365 Copilot Coming soon, signed in as yourself.
Cash & margins Add-on Coming soon
Your money, beside your pipeline
Cash, margins and the months ahead from your own books, with the opportunities that will change them. For the owners, and the bookkeeper they let in.
- Your bank's statementsUpload your bank's CSV export. We find the columns and preview the lines, and the same file twice adds nothing. Lines are sorted by your own rules. Xero and Sage are coming soon.
- Margin per client and per opportunityWhat you invoiced against what the work cost, with late invoices beside the account.
- Ask about the money“Can we afford another contractor?” Answered from your books and pipeline, with the working shown.
Switching
Bring your pipeline. Keep your history.
Paste a HubSpot or Pipedrive token, or drop in a CSV from any CRM. People, opportunities and activities come across with their stages mapped to MCEM.
- Every row previewedNew, already here, or skipped, before anything is added.
- Undo the whole importIt comes out again, keeping anything your team has changed since.
- Opt-outs respectedPeople who opted out arrive as do not contact. The token is used once and kept nowhere.
Everything in EngageDesk
The whole sales desk, not just the pipeline
Pipeline, the MCEM way
- Exit criteria that tick themselvesa proposal drafted or an invoice raised checks the box
- Required criteriaa rep can't move past one unticked; a manager can, with a reason on record
- Kinds of opportunityproject, placement or licence resale, each with its own criteria and evidence (“Proof delivered” needs a logged meeting or demo)
- Roles and the coverage mapwho decides, influences and champions, and who on your team owns each relationship
- Success planthe measures the customer agreed, with baseline, target and result
- Close plandated steps to signature, drafted to send on WhatsApp or email, with their confirmation logged
- Microsoft's side of the teamthe seller and specialists on a co-sell opportunity
- The opportunity teamothers work it with the owner as Sales, Technical, Delivery or Executive
- Once-off and monthly valueboth on one opportunity, each in its own currency, totalled in yours
- Close as wonwhat was agreed is kept beside your estimate
- Lost reasons and revisit datesso “building in-house” is counted, not forgotten
- The next cyclea happy client starts its next opportunity in one click
- Renewals and contractsmonthly work with its end dates in view
- Threadsloose ends that aren't opportunities, like a referrer's favour
Accounts and the people in them
- Company details from the websiteread by AI: industry, size, province and switchboard suggested for you to accept
- A person from a signature or business cardread by AI; paste it or take a photo, the photo isn't kept and nothing is saved until you do
- On Microsoft 365?looked up from the website's domain
- The customer's Microsoft estatehow they buy, licences with renewal dates, partner of record
- Who's who at the customerroles, who reports to whom, and who has left
- Group companiesa parent and its companies as a tree, with what's open across them
- One person at several companieslinked with their part at each
- Who owns whatevery account, opportunity and thread has an owner; a leaver's work is handed over in one go
Capture and leads
- Outlook mail and meetingslogged with people you know; never the email itself
- Capture rulesnever private mail, newsletters or a person or domain you block
- Paste to loga WhatsApp chat, a thread, call notes or a screenshot
- People to addnew names on threads with your contacts
- Lead Inboxleads from your website, a form, Outlook or typed in, matched to people
- Leads from your emailmail you tag from someone new becomes your own lead, private to you
- Lead stagesNew, Attempting, Connected, then an opportunity or dismissed
- Lead scoring0 to 100 by rules, every reason shown; sort by it
- Assignment rulesto whoever looks after the account, by source or in turns
- Give a lead to someoneone lead, told by the bell, without making an opportunity
- Speed to leadhow long leads wait, on This week and in reports
- WhatsApp openera first line written for you, then “Did you reach them?”
- Dismiss reasonsnot a fit, spam, can't reach them; counted in reports
- A lead form we hostyour consent wording, no developer, as a link or on your page
- Your website's lead addresssigned with a key only your account holds
AI that does the legwork
- Today's planeach person's list for the day, up to seven actions, with today's meetings and co-sell and referrer reminders
- Snooze to a dateor mark an action not for this opportunity, with a reason
- Team's daya manager sees each person's plan and what they've handled
- Coach this opportunityhow to tick each open criterion, the risks, a message to send
- Opportunity suggestionsvalue, close date and stage from the evidence
- Proposalsa Word proposal from three agents, priced from your rate card
- Win and loss reviewswith lessons carried across opportunities
- It learns your businesswhat sells and why, confirmed by you before it guides the AI
- AI activity viewwhat the AI did, and what your team approved
See where you stand
- Daily catch-upat the top of Today: tasks due, next steps, quiet opportunities, mentions and new leads; a count of what's waiting, with a link, is emailed at 07:00 on weekdays
- Mentions and the belltype @ to bring a colleague in; they're told in the app
- This weekoverdue next steps, quiet opportunities and accounts at risk
- Opportunity healthgreen, amber or red, with why
- Client healthand which healthy clients are ready to expand
- Forecast by close monththis month and the next five, weighted by stage in reports; the list exports to CSV
- Reportssources, lost reasons, dismissed leads and speed to lead
- Insightsthe patterns of the last 12 months, every week
- Payment risklate payers from Zoho Invoice, on the account and the coach
For Microsoft partners
- Partner viewco-sell pipeline, win rate with Microsoft and by solution area
- The customer's Microsoft estatetenant, licences and renewals, partner of record, admin access
- Microsoft's side of the teamseller and specialists on each co-sell opportunity
- Co-sell candidatesspotted from the Microsoft products an opportunity names
- Funding programmeswith the open opportunities that may qualify
- Partner Center referrals Coming soonwill wait in your Lead Inbox to accept or decline; progress goes back
- Teams and Microsoft 365 Copilot Coming soonask, log and move opportunities as yourself
Yours to shape
- Your own stages and listsrename stages, set each one's chance, add your lost reasons, set your base currency
- Modulesturn co-sell, referrers, reporting or lead intake on or off
- Imports you can undopeople, opportunities and activities, previewed row by row
- Duplicates and mergeone person, one company, everything moved across
- Historywho changed what and when, the AI included
- Several companies, one sign-inwith a switcher, for groups and resellers
Trust and privacy
Your data stays yours
Built to meet South Africa's POPIA from the start.
Hosted in Microsoft Azure, South Africa
Every customer's CRM data, whatever their country, lives in Microsoft Azure's South Africa region. The AI runs in Microsoft Azure AI services, which may process a request outside South Africa, with email addresses, phone, ID, card and bank numbers taken out of text first.
Privacy tools built in
Why you keep each contact and what for; export everything about a person, or erase them everywhere.
Roles and private records
Opportunity values and invoices only for the roles that should see them, and records their owner keeps private.
Each company apart
Every company's data kept separate, and tested on every build.
Support only with consent
We can't see inside your account unless your owner lets us in, for up to 7 days, and it shows in History.
Never held hostage
Nightly backups, restore-tested monthly, and deleted records can be put back for one company on its own, without touching anyone else's. Export everything at any time, even after a trial ends. Long jobs like imports carry on by themselves.
See EngageDesk with your own pipeline
We'll show you a working Microsoft partner's account, then how your opportunities, contacts and activities would look in it.