Project Overview
The client’s sales and customer success teams were constantly switching context between Microsoft Teams and their CRM systems (Salesforce and HubSpot) during fast-paced deal discussions. Sharing customer data in chats required taking screenshots or copying and pasting links, which broke the flow of collaboration and often led to teams looking at outdated information.
To solve this, MDS engineered a custom Microsoft Teams Messaging Extension that bridges the gap between their communication platform and CRM systems, streamlining workflows and boosting productivity.
Messaging Extension Interface
We built a seamless search-based Messaging Extension accessible directly from the Microsoft Teams compose box. Users can instantly trigger the extension, query their CRM for specific customers or deals, and preview the results without ever leaving the chat environment.
Interactive Adaptive Cards
Selected CRM records are rendered as rich, interactive Adaptive Cards dropped directly into the chat. These cards display real-time CRM data, including deal stage, value, and recent interactions, ensuring all team members have immediate access to the latest context.
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Secure CRM API Integration
The backend was developed using Node.js, integrating securely with Salesforce and HubSpot REST APIs. We implemented Azure AD / SSO to handle authentication, ensuring that data access is governed by the user’s existing CRM permissions. Actionable buttons on the Adaptive Cards (like "Update Stage" or "Add Note") write data directly back to the CRM.
Key Challenges
Challenge 1
Constant context switching between Microsoft Teams and CRM platforms.
Challenge 2
Inefficient sharing of CRM data in chats via screenshots and links.
Challenge 3
High risk of acting on outdated customer information during fast-paced deals.
Challenge 4
Complex authentication requirements for accessing secure CRM data from within Teams.
Results & Outcomes
Context switching was virtually eliminated, saving each sales rep hours per week. Deal collaboration became highly visible and efficient, as team members could instantly view and interact with live CRM data directly within their Teams channels and group chats. The secure, real-time integration significantly accelerated the sales cycle and improved data hygiene across the organization.
