Regardless of your customer base, your company's reputation depends on how well you manage their expectations. This can mean anything from ensuring the correct product is delivered by the projected due date to responding quickly to queries sent through different online channels. Microsoft Dynamics 365 provides organizations with a powerful CRM solution. You can integrate sales, marketing, and customer service functions in a single space.
What is a CRM?
A customer relationship management (CRM) platform is designed to help organizations maintain information collected from clients and customers. Centralizing the information into a single platform like MS Dynamics gives everyone across the organization access to its insights.
Some companies expand upon the capabilities of the Microsoft CRM System by integrating tools like Power Automate and Power BI. A robust CRM can make a huge difference in helping you take advantage of growth opportunities that bring in additional revenue.
You can find ways to optimize your operational processes, which can help expand your ability to find new sales leads and build upon existing customer relationships. For example, your sales and service teams can use a customer’s history to tailor conversations to better fulfill their needs.
Having a centralized customer data repository helps eliminate the data silos that can build between marketing, sales, and service teams. Because everyone has access to the same information, it’s easier to coordinate communications from the start of the sales funnel to the completion of a transaction.
What Makes Dynamics 365 CRM Stand Out?
Dynamics 365’s automation capabilities help sales teams with efforts to track new leads and nurture prospects. The platform provides automated scoring to assess and rank the potential of new leads. It also routes those leads to reps with the skills and experience capable of turning that lead into a loyal customer.
The biggest advantage of MS Dynamics CRM is that it offers a 360-degree view of every customer. You can consolidate information from multiple departments, like finance and service, into one profile. A sales team member can look at information from past transactions to better grasp customer needs. This informs how they approach possible upsell possibilities, allowing them to take a more personal approach.
- Better understand customer needs
- Deliver personalized experiences
- Anticipate future interactions
You can expand inter-department collaboration while providing consistent engagement regardless of where customers start.
Integration With Other Microsoft Products
Another advantage of Dynamics 365 CRM is its ability to integrate with other widely used Microsoft tools like Teams, Outlook, and Excel. Users can handle a CRM task from Power BI like reviewing recent sales trends. This native integration enables cross-functional workflows with Power Automate to increase productivity.
What are the Main Features of Dynamics 365 CRM?
The following D365 CRM features help you with essential customer management capabilities that can give your organization a competitive edge.
Lead and Opportunity Management
The platform offers features to help sales teams handle leads and opportunities. This allows organizations to streamline sales processes, which can improve conversion rates. After capturing customer data through different channels, including web forms and social media, Dynamics 365 CRM automatically scores the lead before qualifying it and assigning it to a sales associate based on preset rules. This ensures that the sales teams always focus on the most promising leads.
Sales reps can view the 360-degree customer profiles created by Dynamics CRM. From there, they can record interactions, schedule follow-up contacts, and collaborate with other team members by integrating Microsoft Teams. The platform also gives sales associates AI-driven insights to help inform the best follow-up actions.
An insurance company can configure Dynamics 365 to capture sign-up information from its company landing page. After scoring each lead, the system can route them to an appropriate sales rep. If a lead expresses interest, D365 converts it to an opportunity for the sales team to track. The system lets you document client needs and provides analytics to tailor the sales pitch used.
Marketing Automation and Dynamic Customer Journeys
Dynamics 365 CRM’s advanced marketing automation can help businesses personalize each interaction with customers. It also sets up dynamic customer journeys to help marketing teams find the right approach when marketing to different audiences. When used with Dynamics 365 Marketing, users can set up customer journeys that adapt as new data gets captured by the system.
Users can take advantage of built-in segment tools that group customers on factors like:
- Demographics
- Buying Behavior
- Engagement Levels
If a retail brand wants to set up a holiday promotion in Dynamics 365, they can have it send out tailored emails to customers who’ve started browsing gift ideas on their ecommerce site. If the customer leaves items in a cart or favorite an item, Dynamics can send a reminder SMS if they don’t purchase in a given timeframe.
Case Management
The centralized nature of Dynamics 365 CRM and its case management features make it ideal for businesses looking to provide quality, responsive customer service. You can use the platform to:
- Track customer issues
- Log info from service agents
- Manage cases
- Provide timely follow-ups
Use Dynamics 365 automation to handle and streamline case routing. The system can assign tickets to agents based on:
- Current workload
- Skill set
- Priority
Teams can also set rules to ensure that cases are handled within the timeframes set by service level agreements (SLAs). You can also establish escalation rules as cases hit specific deadlines. A technology company looking to address complaints about a new software release can automatically collect them from support portals or the customer service desk.
Reports of service disruptions can be sent to a technical specialist capable of troubleshooting the issue or guiding the customer through a process to get a fix for it. Agents can access historical data and provide timely updates to customers.
Improve the Customer Experience With IES
Internet eBusiness Solutions (IES) configures solutions like Microsoft Dynamics to help organizations increase customer engagement and provide better service. Contact an IES representative today for more information.
