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Microsoft Dynamics 365 Customer Engagement

Microsoft Dynamics 365 Customer Engagement brings together key capabilities on a single platform to help you build profitable customer relationships. The Microsoft Dynamics 365 Customer Engagement platform unifies Microsoft Dynamics 365 for:

This powerful combination allows you to create and maintain a complete view of your customers. Microsoft Dynamics 365 Customer Engagement increases your organization’s productivity by simplifying business processes and managing customers interactions on a single platform. It streamlines the way your team members communicate with customers and enhances their ability to collaborate with each other. By combining industry best practices and our experience with Microsoft Dynamics 365 Customer Engagement, we help clients maximize the value of their Customer Relationship Management (CRM) investment.
Here’s why Microsoft Dynamics 365 Customer Engagement is one of the most popular CRM solutions in the industry:
  • Assist customers on-site or remotely, from any device
  • Create personalized customer conversations to foster sales growth
  • Allows your sales team to operate as a team
  • Work smarter by leveraging defined process flows
  • Use data visualization to uncover actionable insights
  • Launch multi-channel marketing campaigns to increase customer engagement
  • Easy-to-manage per-user licensing
  • Reduce demands on your IT department with a CRM solution that is hosted, maintained, and secured, by Microsoft.
  • Reduce demands on your IT department with a CRM solution that is hosted, maintained, and secured, by Microsoft.
Recent updates to Microsoft Dynamics 365 Customer Engagement in 2023 bring significant benefits to organizations that utilize the solution, empowering them with capabilities to improve customer engagement. Here are three reasons why these updates may be valuable to you:
  • Holistic Customer Insights: The comprehensive view of the customer enabled by Microsoft Dynamics 365 Customer Engagement 2023 allows you to gain a comprehensive understanding of your most valued customers. By integrating data from sales, marketing, and service interactions, businesses can explore valuable insights, nail down customer pain points, and deliver hyper-personalized experiences, ultimately fostering stronger and more profitable customer relationships.
  • AI-driven Automation: The enhanced Artificial Intelligence (AI) and Machine Learning (ML) capabilities of Dynamics 365 Customer Engagement 2023 empower users to automate tasks and improve operational efficiency. Leveraging AI, businesses can automate lead scoring and customer segmentation, streamlining processes and enabling more targeted marketing and sales activities. The solution's ML capabilities offer valuable insights into customer behavior, enabling your team to personalize interactions and strategically address customer needs, resulting in enhanced customer service and customer satisfaction scores.
  • Seamless Integrations: The integrations with other Microsoft products, such as Power BI and Azure, extend the capabilities of Microsoft Dynamics 365 Customer Engagement 2023. With Power BI, you can create interactive dashboards and reporting to allow your sales and marketing teams to visualize customer data, gain profitable insights, and make data-driven decisions. Azure integration empowers companies to leverage custom applications and extend the standard functionality of Dynamics 365 Customer Engagement, enabling innovation and the development of tailored solutions to meet specific your business requirements.
These recent updates to Microsoft Dynamics 365 Customer Engagement in 2023 offer holistic customer insights, AI-driven automation, and seamless integrations, which enable improved customer engagement and drive business growth. By taking advantage of the unified view of the customer, your firm can deliver personalized experiences. The solution’s AI-driven automation streamlines sales and marketing processes and enhances customer service. The integrations with Power BI and Azure empower businesses to gain valuable insights and innovate by deploying tailored solutions, resulting in up-leveled customer satisfaction and business growth.

Microsoft Dynamics 365 Customer Engagement Includes

Financial Reporting

Microsoft Dynamics 365 Sales

Dynamics 365 Sales enables your sales team to build strong relationships with your customers, take actions based on business intelligence, and quickly close sales. Use Dynamics 365 Sales to track your accounts and contacts and nurture your leads to opportunities and closed sales.

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Microsoft Dynamics 365 Customer Service

Dynamics 365 Customer Service offers you a suite of capabilities to ensure your business can deliver the best customer service experience possible. The agent experience is the core of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, knowing about your customers' interactions with your Sales, Finance, and Operations teams, having access to tools to reduce their workload.

Sales & Implementation

Microsoft Dynamics 365 Marketing

Microsoft Dynamics 365 Marketing is an integrated digital marketing solution that consolidates customer information, provides lead scoring and customizable email templates, and allows your Marketing team to create personalized customer experiences.

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Microsoft Dynamics 365 Field Service

The Dynamics 365 Field Service system helps client organizations deliver onsite services to customer locations. The application combines order tracking, business process automation, advanced scheduling algorithms, and apps to enable mobile technicians for success when they're onsite resolving customer issues. Learn more about Microsoft Dynamics 365 Field Service

Collections Automation

Microsoft Dynamics 365 Project Service Automation

Microsoft Dynamics 365 Project Service Automation (PSA) helps organizations to efficiently track, manage, and deliver project-based services, from quote all the way to invoicing. This business application enables you to plan projects, assign and manage resources, track project cost and revenue, and manage billing for projects.

Service Offerings

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Discovery and Analysis

The discovery and analysis process is a key step in any implementation. It is extraordinarily important to know the current state of your CRM capabilities. It is also critical to understand the objectives of the implementation and where there are opportunities to enhance your current sales and customer service processes. We often ask clients these key questions:

  • What information do your teams need?
  • Is there customer equipment in the field?
  • Does your company have truckloads of tools?
  • Do you need to get order information to your Sales team?
  • Where is your data?
  • Where do you need that data to be?
  • What do you want the system to do?

We assist clients capture the answer to these questions and others to paint a picture of where they are today and where they'd like to be tomorrow.

Operational Reporting

Business Process Analysis

Business processes are collections of step-by-step tasks which lead to the delivery of a service or product to a customer. Business processes can also be defined as sets of activities that accomplish a company goal. Clients often ask why looking closely at business processes so important. We use business process analysis to help you uncover the weakest links in your operation and identify how to change them in order to minimize wasted effort and reduce costs. We use "Fit/Gap" analysis to evaluate each how well each department in your business is utilizing the CRM solution to achieve its goals. This entails identifying the parts of the business processes that fit with well with the business application and gaps that need to be filled. In situations where there is a gap between the business process and the business application, we help you to re-engineer the business process or change the business application to improve fit.

Systems Integration

Systems integration refers to bringing sub-systems together to form one system to deliver needed functionality and minimizing wasted effort. This often means linking together various software applications to act as a coordinated unit. Why is this so important? We integrate systems for clients with the objective of increasing value to your customer (by improving product quality and functionality) while providing value to your company (by reducing internal costs and improving delivery). We help you achieve the objectives of making users of the Microsoft Dynamics 365 Customer Engagement system more effective and your organization more profitable by integrating systems, departments, people, and processes for new competitive advantage.

Financial Reporting

Sales and Implementation

Microsoft continues to emphasized its cloud-based CRM applications. Microsoft Dynamics 365 Customer Engagement is one beneficiary of that focus. We understand the trade-offs between an on-premises CRM solution and one that is cloud-based. Clients often ask, "Should I stay with my current on-premises CRM system or implement a cloud-based solution like Microsoft Dynamics 365 Customer Engagement". As in many things, it depends. We can help you to make an informed decision. We've found that selling the Dynamics 365 Customer Engagement licenses to clients is the easy part. Choosing the right subsystems and 3rd party applications is where we can add value in the sales process. The implementation of Dynamics 365 Customer Engagement entails putting the solution in place to facilitate the efficient and effective execution of your organization's business processes.

Software Development

Software Development and Customization

There are often trade-offs to consider when developing custom software or customizing the Microsoft Dynamics 365 Customer Engagement application. On one hand, it improves the fit between your business processes and the system. On the other, it increases the cost and complexity of future upgrades. We recommend that the number and extent of custom software development and customization be kept to a minimum. This makes the cost of upgrading your Dynamics 365 Customer Engagement system manageable. In many situations, clients request that we develop a custom application external to, yet synchronized with, the Dynamics 365 Customer Engagement system. This approach serves to provide you with the needed functionality without changing the core application. We can help you to make an informed decision regarding custom software development or application customization.

Financial and Operational Reporting

Ongoing Support

After the Microsoft Dynamics 365 Customer Engagement system has been implemented, our clients often find ongoing application and technical support to be extraordinarily valuable. Even if it's just for having someone to call when something unexpected happens in the system. You have peace of mind knowing that a tiger team is on standby if something catastrophic happens to your Dynamics 365 Customer Engagement system.

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