Revolutionize your customer service with Dynamics 365 CRM! Discover the ultimate solution for seamless management. Click now! #CRM #CustomerService
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Boost your business with Dynamics 365 CRM! Learn simple strategies for successful sales and marketing. Ready to level up? Click for success now!
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Revolutionize Customer Experiences! Explore Dynamics 365 CRM’s Powerful Service Management. Elevate Your Business!
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Looking for an efficient way to manage field services? Look no further than Microsoft Dynamics CRM. This complete guide covers everything you need to know about using Dynamics CRM for field service management. Introduction Field service management can be a challenging task, especially for businesses with multiple teams and locations. With the rise of mobile devices and remote work, it’s become even more important to have an efficient system in place to manage field services. That’s where Microsoft Dynamics CRM comes in. This powerful tool provides a comprehensive solution for managing field service operations, from scheduling and dispatching to tracking and analyzing data. In this guide, we’ll explore all the features and benefits of Microsoft Dynamics CRM for field service management. Whether you’re new to the tool or looking to optimize your existing processes, you’ll find everything you need to know right here. What is Microsoft Dynamics CRM for Field Service Management? Microsoft Dynamics CRM is a customer relationship management (CRM) software designed to help businesses manage customer interactions and relationships. However, it also includes a range of features specifically tailored to field service management. These features include: Scheduling and Dispatching With Dynamics CRM, you can easily schedule and dispatch technicians to different locations based on their availability and skillset. The tool also allows you to prioritize tasks based on urgency and customer preferences. Work Order Management Dynamics CRM provides a centralized platform for managing work orders, from creation and assignment to completion and follow-up. You can also track the status of each work order in real-time and receive alerts when tasks are completed or delayed. Asset Management The tool also allows you to track and manage customer assets, such as equipment or machinery, and schedule maintenance or repairs as needed. This helps to ensure that assets are properly maintained and minimize downtime. Resource Optimization Dynamics CRM provides real-time insights into technician availability and workload, allowing you to optimize your resources and improve efficiency. You can also use the tool to track key performance indicators (KPIs) and identify areas for improvement. Analytics and Reporting Dynamics CRM provides robust analytics and reporting capabilities, allowing you to track key metrics and identify trends over time. You can also use the tool to generate customized reports and dashboards, providing real-time visibility into your field service operations. Why Use Microsoft Dynamics CRM for Field Service Management? Increased efficiency: Dynamics CRM helps you optimize your field service operations by streamlining scheduling and dispatching, tracking work orders in real-time, and improving resource allocation. Improved customer satisfaction: With Dynamics CRM, you can provide real-time updates to customers and proactively communicate with them. This helps to build stronger relationships with your customers and improve overall satisfaction. Better insights and decision-making: Dynamics CRM provides robust analytics and reporting capabilities, allowing you to track key metrics and identify trends over time. This helps you make informed decisions and improve your field service operations. Customizable and flexible: Dynamics CRM is highly customizable, allowing you to tailor the tool to your specific business needs. It’s also flexible, with options for cloud-based or on-premises deployment
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Microsoft Dynamics 365 CRM is a powerful tool for businesses looking to improve their sales and revenue growth. It’s a customer relationship management software that helps organizations manage customer interactions and streamline sales processes. In this blog, we’ll discuss the impact of Microsoft Dynamics CRM on sales and revenue growth, and why it’s important to work with the right Microsoft CRM implementation partner. Streamlined Sales Processes: Microsoft Dynamics CRM software provides a streamlined sales process, helping sales representatives prioritize tasks and manage leads more effectively. With the software, sales reps can view all interactions with a customer, including emails, calls, and notes, in one place. This visibility can help them close deals faster and ensure that they never miss a follow-up. Improved Sales Forecasting: One of the key benefits of Microsoft Dynamics CRM is the ability to track and analyze data. Sales managers can use this data to make more accurate sales forecasts, which can help them make informed decisions about staffing, inventory, and marketing. Enhanced Customer Relationship Management: Microsoft Dynamics CRM software provides businesses with a 360-degree view of their customers, which can help them build better relationships with their clients. Sales representatives can use the software to access customer data, including contact information, order history, and purchase patterns. This information can help them understand their customers’ needs and preferences, and tailor their sales strategies accordingly. Increased Productivity: With Microsoft Dynamics CRM software, sales reps can spend less time on administrative tasks and more time selling. The software automates routine tasks such as data entry, scheduling appointments, and sending follow-up emails. This frees up time for sales reps to focus on building relationships with customers and closing deals. Greater Visibility into Sales Performance: Microsoft Dynamics CRM software provides businesses with real-time visibility into their sales performance. Sales managers can use dashboards and reports to track key performance indicators such as lead conversion rates, sales pipeline, and revenue. This visibility can help them identify trends and make data-driven decisions to improve sales performance. Improved Collaboration: Microsoft Dynamics CRM software provides a centralized platform for communication and collaboration. Sales representatives can share information about customers, leads, and opportunities with team members, which can help them work together more effectively. The software also provides a platform for sharing documents and collaborating on projects. Better Customer Service: With Microsoft Dynamics CRM software, businesses can provide better customer service. The software provides a platform for tracking customer issues and responding to customer inquiries. This can help businesses build stronger relationships with their customers and improve their overall customer satisfaction. Working with the Right Microsoft CRM Implementation Partner: To get the most out of Microsoft Dynamics CRM software, it’s important to work with the right Microsoft CRM implementation partner such as Trident Information Systems. It’s important to choose a vendor who has experience working with businesses in your industry and who can provide customized solutions to meet your unique needs. In conclusion, Microsoft Dynamics CRM software can have a significant impact on sales and revenue growth for businesses. It provides a centralized platform for managing customer interactions and streamlining sales processes, which can help businesses improve their productivity, collaboration, and customer service. By working with the right Microsoft CRM implementation partner like Trident, businesses can get the most out of the software and achieve their sales and revenue growth goals.
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What comes into your mind when you think of marketing? Facebook ads or google perhaps? But there is a more convenient and cheaper marketing method which is called email marketing. You can use Restaurant CRM to pull out the list of interested people visiting your website or any touchpoint. A Restaurant POS Software too tracks customer transactions and helps understand their spending pattern. But do you know what exactly email marketing is? To be simple, email marketing is a medium to establish communication with your customers or audiences via emails. This typically includes creating an email list and pursuing the recipients. You can create innovative content such as emailers, messages, cards, and so on to implement and progress your marketing plan. A Restaurant CRM Solution is responsible for maintaining healthy relationships between your restaurant and customers. It plays a key role in strategizing your next marketing plan. Therefore, Restaurant CRM is a suggested software to use in your email marketing plan. Email marketing has proven itself to be a significant and affordable method to lure customers into your business. Creating an email list is the fundamental step ahead. Restaurants typically collect emails from their customers or from those who would like to receive an update, details, and offers of their restaurants. According to several surveys, email marketing is the best marketing technique. It is even better than social media platforms such as Facebook, Instagram, etc. the ROI is impressive; email marketing generates $38 for every $1 spent. Moreover, if planned thoroughly, your email is more likely to be opened than a tweet. Why is Email Marketing So Significant? Apart from enhanced security and general effectiveness, there are loads of reasons to build out and use email lists to promote your restaurant. Using Restaurant CRM makes the entire process a lot easier. Here are some statistics to back this statement up: Emails outrace every other platform when it comes to receiving the customer’s attention and offers. Up To 73% of recipients prefer their communication with a business using an emailing platform. About 68% of customers prefer to hear from a restaurant through the mail. A single email campaign can trigger up to $3,500 in sales. Segmented email campaigns can boost your revenue by 760%. Email marketing engagement has seen significant growth over the last year. About 59% of respondents stated that emails affected their purchase decision. It increased about 5% for returning customers which ended up boosting 25%-95% revenue. Customers prefer permission-driven promotional methods over forced advertisements. With a Restaurant CRM, you can identify customers who are open to any sort of promotion, and those who repent of such measures. A consent-based promotion is driven by the openness of a customer towards your advertisement. They can block your emails or unsubscribe if they are not satisfied. Major Reason to Choose Email Marketing Over Digital Advertising! Another major reason to pick email marketing over digital marketing is that digital ads are becoming harder and more expensive. The Restaurant POS System, on the other hand, enables the restaurant management to track their customers. This way they can target the right campaign to the right customers without fuss. However, no matter where you are operating in the world, you might have heard about the war going on for consumer data and data privacy. Both the government and the consumers demanded data transparency when it comes to how their data is obtained and processed. Sounds fair enough, isn’t it? However, this will bring chaos for small to medium businesses that relied on digital ads. Earlier, they had to pay Facebook for their ads and Facebook would target the right audience and the rest of the marketing is done by Facebook itself. However, soon enough, things are not going to remain as easy as they are. Facebook and Instagram heavily relied on third-party data to run ads. Without this data, running digital ads is going to be difficult. Restaurants can easily use their Restaurant CRM. They can easily spot their target audience using software like LS Retail Mobile POS to understand what dishes are getting popular and which dishes need to be removed from the menu. You can also segregate customers based on veg, non-veg, and vegan, and send them related offers via emails. How can Restaurants Use Restaurant CRM to collect and make a customer list? Collecting a list of emails is harder than sending them. Before 2020, collecting emails was a manual task, or done through a website. COVID-19 gave a significant boost to contactless dining solutions like QR code menus, and contactless ordering and payment. A Restaurant CRM helps track customer activities, what they are ordering, and what they prefer to purchase. Restaurant Management ERP utilizes Power BI tools, to help track and organize their data in a way that drives better strategies and supports effective loyalty programs. Preferring suitable Restaurant Software Companies over disparate systems is effective for targeting the audience. A survey revealed that customers are willing to pay extra and share their details like contact numbers, emails, etc. in exchange for good customer service at a restaurant. LS Central is one of the Best Restaurant Management Software which offers a Restaurant ERP Solution and Restaurant CRM on the same platform. Its POS Software Solution integrates the front office to the back; waiters can take orders on the table and send them to the kitchen at the right counter without visiting there physically. It encourages contactless and faster operations. In addition to it, it empowers your employees with hand-held devices and the ability to complete tasks more smoothly. How can Restaurants use Email Marketing Effectively with a Restaurant CRM? Restaurants are recommended to use Restaurant CRM as it becomes easy for them to collect customer data. With Restaurant ERP Software Solution, you can successfully start email campaigns hassle-free. Here are some of the methods to do the same. Build Your Audience To build an audience, make sure you collect their name, number, and other contact details. Your Restaurant POS
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Microsoft Dynamics 365 is a unified platform that combines ERP (Enterprise Resource Planning) and CRM on the same platform while eliminating the need to implement different systems for different purposes. Dynamics CRM has different modules such as: Dynamics CRM for Sales Marketing, CRM for Warehouse Management etc. Using disparate systems can cause more complications and compromise with your productivity. In an era where most businesses are switching to smarter technology, you being stuck to the traditional methods can cost you your productivity, profit margin and overall business goal accomplishments. Be it sales force automation, business intelligence, marketing, account management, order management, service improvement or a seamless information flow, Microsoft Dynamics 365 is capable of handling everything pretty easily. In this blog, we will discuss why you should use Microsoft Dynamics CRM for your business. Coupled with expertise in deployment, building, and supporting advanced CRM solutions, it brings out greater control over your sales process. With boosted client satisfaction and greater productivity, you can easily surpass competition. Microsoft Dynamics showers tremendous benefits to your business such as: Your employees begin to work more efficiently and can now make better decisions. You boost your marketing with Microsoft Dynamics CRM robust tools that make it easier to set up, analyze, run, and manage campaigns. Your marketing and sales staff begin to collaborate, hence resulting in attracting more business. No more silos, as Microsoft CRM stores data in one place. It implements the best practice approach while improving your business processing You can conduct more effective campaigns. You can manage your inventory better and predict the future requirements. Benefits of Microsoft Dynamics CRM Customization Boost Microsoft Dynamics 365 is a pretty flexible solution that works as your company goes. With unlimited features and third-party integration ability, it ensures enough flexibility and ideal customization according to the changing needs of your business. You do not have to engage with different software if you suddenly come across a new requirement. It can easily be tailored to work as your company wants. This CRM views links and forms and can customize them without extra development. Easily Accessible Information Are you tired already scanning through different software a critical piece of information? Bid a goodbye to this struggle as Dynamics CRM integrates data like sales, marketing, customer and so on under the same roof and creates insightful plus actionable reports. With its robust tools, you can ensure that the right information is provided to the right employee. You can easily share customer-oriented PowerPoint presentations, documents, reports through Office365 which enables Microsoft Teams, Outlook, Excel, PowerPoint and so on. Targeted Marketing Campaigns It is important for your clients to know about your product and the exclusive offers attached to it. Microsoft Dynamics 365 delivers a tool which seamlessly simplifies complex processes such as building leads and client lists, generating targeted at specific prospects, measuring results, and executing follow ups. This software will always ensure you stay connected with the right clients. Seamless Application and Data Source Application Microsoft Dynamics 365 possesses the force of Microsoft NET Framework and Web Services. It allows companies to integrate their old, isolated, legacy business solutions and apps. This system connects with your third-party application while helping you break down information in silos. For instance, with email marketing, you can create personalized emails with CRM information and track recipient tools in Dynamics 365. With surveys, you can easily match client gratification replies with the contact records in Dynamics 365. Similarly, with web tracking, you can easily track enterprises who show interest in your product or just make a casual visit. Power BI (Business Intelligence) and Dynamics CRM With Microsoft Dynamics CRM SQL server, you can enjoy the services. Build insightful reports with this robust analytical tool for every business. These embedded analytical tools integrate with a SQL server to create actionable data reports for people at managerial level while providing enough accounts for better decision making. You can easily gain a complete view of your client anytime you want while accessing its advanced reporting functionalities. This system provides a crucial platform for planning, marketing, sales, investment, and tracking. Implementing Microsoft Dynamics CRM can solidify your relationships with customers, you can even create relevant deals, offers and loyalty programs for an individual or a group of customers. If you are looking forward to getting Microsoft Dynamics 365 CRM, for Dynamics CRM for Sales Marketing, CRM for Warehouse Management, or any another module, you can contact Trident Information systems. We are a Gold Microsoft Dynamics Partner who has been serving various industries for over 20 years. Contact us for further information.
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Do you really need a centralized ERP/ CRM? What difference would it make anyway? If that is something you are also wondering about, we have answers to that. Microsoft Dynamics CRM is one of the greatest centralized ERP/CRM service providers offering numerous in-built features and add-ons. Various entrepreneurs tend to use different software programs designed to manage either of them, or this is where issues emerge. They perceive it as a cost-cutting measure. Nevertheless, they are most likely to fail to achieve it. Integrating multiple software for ERP and CRM sources has more complications than maintaining harmony. It becomes a pain to manage different software integrations on premises. There is no data safety, once the hardware gives up, you may end up losing all data essential to run your business. Additionally, setting up hardware and carrying out regular upgrades are costly and exhausting affairs. There are three signs you need centralized ERP/CRM: Your current system is not helping you scale You are done dealing with disparate systems You are unable to fulfil customer expectations. How Would You Know Dynamics 365 is the One? There is a pool of CRM products out there. So, how would you recognize if Microsoft Dynamics is the one for you? We have compiled the top six reasons to ensure Dynamics CRM Software efficiency. Easy to Deploy Microsoft Dynamics 365 CRM Software avails enough flexibility to deploy in the cloud or the hybrid cloud environment. It is easy to manage deployment in whichever way you want. Since it is a cloud-based technology, it suits best for companies with a BYOD policy. Employees can easily access D365 applications via a web browser, Outlook, or any other mobile app. Enhances Customer Service Dynamics 365 for Customer Service collects massive customer data individually. It analyzes websites that each customer visits, how they interact with brands, their community, and background, and their sentiments behind purchasing a specific product. It also collects data that cannot be measured quantitatively but impacts sales significantly. This data helps customer service representatives to handle each customer precisely on a case-by-case basis. Having this data available in an accessible location, the representatives can deeply connect with the customers. Ease of Microsoft Products Employees can enjoy the ease of working with Microsoft since Dynamics 365 for Operations is compatible with other Microsoft products including the complete Microsoft Office suite. Employees can easily communicate via Outlook or teams, use Power-BI for data analysis, or share PowerPoint for documentation. Customizes with Flexibility Microsoft Dynamics 365 comprises various in-built features and modules to streamline customer service, sales and marketing, field services, and project management. However, if your requirements are a bit different than what has been provided, you may want to use the customizable tool designed to add additional fields and new objects to the system. Your Customization does not finish here, you can still add or remove certain features to meet your budget, goals, and Key Performance Indicators. Reduces Sales Cycle Your team handles a great deal of customer data every single day- whether they are working in the field or the office. It is a complicated and time-consuming process. Dynamics 365 for Sales and Marketing ensures sales cycle reduction with real-time easy data transfer, providing a complete view of each aspect of your sales journey to relevant people. Boosts Productivity Instead of accessing different applications individually like CRM, ERP and Office applications, etc. access data anytime with Dynamics 365. Forget those times when data searching was a tedious project, where different data was stored in different applications. Instead, with Microsoft, you can even avail yourself of real-time data from any device. Get real-time visibility and boost productivity. Microsoft Modules Microsoft’s D365 Modules ensure smooth business operations, continuity, data backup and safety, and automatic updates, resulting in increased efficiency and output. Sales Identify the exact customer to engage, shorten sales cycle within a unified environment, get insights from LinkedIn Sales Navigator, access contextual LinkedIn profiles and insights as a part of lead, account, contact, and opportunity record. Get visibility on the accurate data via Microsoft teams. Cut down routine tasks and get frequent suggestions to create new records such as meetings, contact tasks, and so on. Marketing Engage customers in real-time, understand customers based on their interactions across mobile, email, social media, custom channels, and in-person touchpoints. Use AI recommended unique content and offers to increase engagements. Optimize delivery times, channels, and journey steps so they are unique to the customer. Unify and share customer data more securely. Align teams throughout the company with a real-time single view of customer context over your D365 applications. Service Get visual assistance for modern self-service solutions, resolve issues quickly with AI-powered virtual agents. Get a complete view of your customers, avail your agents of a holistic view of the customer’s profile and their past interactions. Help agents get faster answers with AI-Powered suggestions. Analyze comprehensive support insights with built-in AI. Detect emerging trends and automation opportunities over agents, support topics, engagement channels, and so on. Finance Get real-time and accurate reports on your cash flow. Monitor cash flow, spot current as well as future trends and make more data-driven decisions. Automatically process vendor invoices. Save time and labor costs by submitting invoices automatically. Deploy new subsidiaries and product lines in record time. Adapt to the dynamic regulatory environment fast. Optimize a guided, rules-based chart of accounts and low/ no-cost globalization services. Supply Chain Centrally manage product information across global sites and subsidiaries. Forecast demand and streamline sales via AI, ensuring accurate on-time delivery to customers. Enhance inventory visibility, deliver cross-channel real-time inventory visibility, minimizing overstocking or stock-outs. Manage the shop floor with the current view on production and stock to enhance throughput. Human Resource Seamlessly work with Microsoft Teams to and keep a record of time-off balances while submitting leave requests. Create compliant and creative programs meeting dynamic global regulations. Create compliant and competitive programs meeting changing global standards. Connect with other effective HR solutions including payroll, talent management, LinkedIn, and recruiting to create an HCM ecosystem check-marking all your boxes. Why Trident? Trident has served multiple businesses since 1999. Backed up with an experience of 22+ years and a full-fledged team of experts, we have been ordained with multiple awards for our efforts and efficiency.
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As it approached its 10-year anniversary and its first billion in revenue, global logistics and freight company Crane Worldwide Logistics looked for a modern platform that brought all its sales tools into one place. With the Microsoft Relationship Sales solution, which brings together LinkedIn Sales Navigator and Microsoft Dynamics 365 for Sales, its salespeople have the tools to drive more meaningful engagements with customers, convert opportunities faster, and create more revenue. Just by getting the team using the platform, we’ve seen an uplift in activity in all areas. We’ve had record growth since implementing Microsoft Relationship Sales—the last quarter was excellent for us. John Jergens: Vice President of Global Sales Crane Worldwide Logistics A global sales team From a startup created in the risky business climate of the 2008 recession, Crane Worldwide Logistics has become a major player in the global transport and logistics industry, on track to hit USD1 billion in revenue in 2019. Created by former Eagle Global Logistics executives and headquartered in Houston, Texas, Crane Worldwide aims to provide customers with full transparency into its supply chains by coupling talented people with game-changing technology. But with salespeople spread across the globe, Crane Worldwide found itself with a visibility problem. “We weren’t all working on a common platform, so we were lacking in visibility,” says John Jergens, Vice President of Global Sales at Crane Worldwide. “We knew we had a vast sales pipeline out there, but there wasn’t much data available on it—so we couldn’t see how robust it was.” From data silos to connected visibility A key part of the Crane Worldwide ethos is providing customers with meaningful interactions—and that relies on having a customer relationship management (CRM) solution that salespeople can use to build and maintain relationships and convert opportunities more effectively. But, with a seven-year-old siloed CRM system that it had simply outgrown, the company lacked the tools its salespeople needed. “The previous system never had very good adoption,” Jergens adds. “It just wasn’t very functional.” So, the team went looking for a platform that could replace it. With implementation support from Microsoft Partner Network member PowerObjects, Crane Worldwide deployed the Microsoft Relationship Sales solution, a powerful combination of Microsoft Dynamics 365 for Sales and LinkedIn Sales Navigator, to support personalized, meaningful customer engagements. The team was already using LinkedIn Sales Navigator and Microsoft Office 365, so Dynamics 365 for Sales was the ideal addition to the Crane Worldwide ecosystem. “We saw how Microsoft Relationship Sales could help us focus on being easy to work with from a customer’s perspective,” explains Jergens. “So this whole deployment was part and parcel of becoming easier to do business with.” Now, just six months into deployment, Crane Worldwide has 300 Microsoft Relationship Sales users in its ranks, including 150 direct sellers along with employees from its marketing and account management teams. New processes, simpler sales Using the Microsoft Relationship Sales solution, Crane Worldwide salespeople have already changed the way they work. And they’re reaping the benefits of the visibility they’ve gained into the sales pipeline. “Once we rolled out Microsoft Relationship Sales, the overwhelming response was that it’s really easy to use, and it doesn’t take much time,” says Jergens. “We created a very simple weekly routine where our sellers spend about 30 minutes adding new data into Dynamics 365 for Sales. That’s just six minutes a day to keep everything up to date.” With faster processes freeing up more time for the sales team, sellers can focus their energy where it matters most—building the customer relationships that turn into revenue. And, at the end of each week, management can analyze activity through a global dashboard, which combines CRM and customer interaction data into detailed executive reports that show how salespeople are turning relationships into revenue. “With Microsoft Relationship Sales, we can generate KPIs that tell us what a healthy pipeline should look like. We look at the number of prospects and targets, how long the sales cycle takes, and the time from when we close an account to the time it generates revenue,” explains Jergens. “And if the pipeline isn’t where it should be, we can support the sellers with the resources that they need—it’s more productive all around.” A centralized sales platform Because Microsoft Relationship Sales brings together so many sales capabilities, Crane Worldwide sellers have everything they need to do their jobs in one place. Previously, they had to manage a relationship from scoping to sale across disconnected tools and platforms, far from an efficient process. “It’s difficult to put a number on what it’s like to manage 30 or 40 customers with an email folder and a spreadsheet,” says Jergens. “Now, once the salesperson finds a prospect using LinkedIn Sales Navigator, they use Dynamics 365 for Sales to easily track those conversations. Instead of creating and referencing a lot of notes, they can quickly link activities and discussions through Microsoft Relationship Sales.” With LinkedIn Sales Navigator and Dynamics 365 for Sales together, salespeople can start building the context they need to deliver a meaningful interaction before the first contact even occurs. Insight into potential prospects’ roles, connections, and priorities through LinkedIn Sales Navigator is fed straight into Dynamics 365 for Sales—increasing conversion chances from the very start. “It’s had a direct impact on the time it takes to develop customer relationships, because we have true visibility into those opportunities now,” explains Jergens. A built-in assistant also sends prompts to help sellers accelerate the sales cycle, reminding them to contact a lead that might go cold or nudge an opportunity as it approaches its estimated close date. A roadmap for integration In businesses the world over, sales and marketing teams struggle to communicate and collaborate effectively. As the sales team adapts to Microsoft Relationship Sales, Crane Worldwide is already adopting more of the solution’s capabilities to help sales and marketing stay on the same path. “The marketing teams are able to work in tandem with the sales team to help them understand how marketing activities can help nurture their
Today we’re unveiling new and enhanced artificial intelligence (AI) capabilities across Dynamics 365 applications, as well as a new solution to help project-centric services organizations transform their operations. Joining more than 400 new and updated features in the 2020 wave 1 release, these new capabilities expand a fast-growing set of applications powered by AI-driven insights, and further propel our vision to empower every organization to unify data across the business and use it to power personalized customer experiences and processes. Personalize customer experiences with unified data and unmatched time to insight Customers expect personalized and consistent experiences across every touchpoint. Many organizations, however, struggle to modernize the customer experience, often due to disconnected systems and data siloes that can’t deliver the full picture of the customer’s journey across websites, purchases, service calls, and mobile apps. Updates to Microsoft Dynamics 365 Customer Insights, Microsoft’s customer data platform (CDP), will help solve these issues. We’re introducing new first and third-party data connections to further enrich customer profiles that can be updated and activated in real-time, as well as enabling deeper insights with Microsoft Azure Synapse Analytics. Customer Insights will now uniquely enrich profiles with a combination of proprietary audience intelligence and 3rd party data sources such as demographics and interests, firmographics, market trends, and product and service usage data. Customers can also integrate Microsoft Forms Pro, the simple, powerful enterprise survey solution, to bring in the valuable voice of the customer across channels, allowing organizations to act on insights based on changing customer behavior and perception. All of this comes together to create a holistic, 360-degree view of a customer and to update those customer profiles and activities in real-time enabling organizations to know their customers and improve engagement. Customer Insights is built on a powerful and flexible platform that enables full extensibility. Organizations can derive deeper insights by using Azure Synapse Analytics, which combines customer data with enterprise and streaming data to improve data completeness, run high-speed analytical processing, and build custom machine learning models. This allows organizations to predict customer needs with insights and get guidance on the next best action to reduce churn and capitalize on revenue opportunities for the lifetime of a customer relationship. Organizations can act upon these insights in real-time across multiple destinations through prebuilt APIs to enable onsite clienteling, website personalization, dynamic marketing campaigns, and effective ad targeting. As part of the wave 1 release, we’re expanding the availability of Customer Insights to government cloud computing (GCC) environments helping to improve the citizen experiences essential to modern government. This means our government and public customers with higher compliance needs can now leverage Customer Insights to better understand and interact with citizens, empower employees, and transform cities at scale. Automate sales forecasting with predictive analytics In addition to expanded AI capabilities on our customer data platform, we’re extending the ability for sales professionals to forecast sales more accurately and introducing a new, unified engagement center for inside sales representatives. Available now for Dynamics 365 Sales and for Dynamics 365 Sales Insights, new manual and predictive forecasting capabilities empower sales organizations to have a better understanding of the pipeline, more accurately predict results, and gain visibility into future performance. The predictive forecasting capabilities enable the proactive decision-making needed to meet sales goals. Dynamics 365 does this by extracting patterns from customer relationship management (CRM) data, current and historical leads, won or lost opportunities, contacts, accounts, customer interactions such as emails and calls, and more data sources, and then projecting these patterns into the future. Best of all, anyone can access the insights, no data scientists or tech experts needed (a big change from some other forecasting systems). With a new engagement center designed to accelerate sales, we’re giving each inside seller a streamlined way to quickly triage, research, and engage new leads or opportunities. This provides them with their own prioritized work queue to take action on the highest priority leads and tasks based on built-in predictive scoring from Dynamics 365 Sales Insights and new, configurable sales cadences. The experience helps sellers stay in the context of Dynamics 365 and quickly move from one lead or opportunity to the next in an AI-prioritized work queue, without needing to switch views to take the next best action. Additional embedded AI capabilities offer sellers a path to a warm introduction, and guidance from the assistant. Transform the back office with AI-infused finance insights Not only are we expanding AI capabilities for customer and sales insights, we’re also bringing the power of AI to the finance department. Microsoft Dynamics 365 Finance Insights, coming to preview in May, accelerates your digital transformation by bringing the power of AI into your finance processes. As organizations look to make decisions rapidly, reduce risk, and focus on strategic initiatives, it’s critical to free finance from repetitive, time consuming and low value daily activities. Leveraging the power of AI, Finance Insights enables you to not only quickly understand and act on your company’s cash position, but also to take proactive action to improve it. Menial tasks are automated or removed, the barrier of developing or hiring AI-expertise is bypassed, and you’re left with insights to move your business forward. Our continued investment in expanding AI capabilities across Dynamics 365 helps your organization accelerate digital transformation initiatives while empowering employees with insights to drive better business outcomes every day. Optimize project success and profitability with the ability to drive operational excellence across service-centric organizations How people work today has changed, as has the way organizations run their business operations. Companies across all industries are innovating business models to support project-centric service offerings. And while business optimization has gotten easier with the rise of mobile and cloud technology, organizations continue to stitch together systems and struggle with managing data across disparate systems. These data silos within project-centric businesses and teams are negatively impacting business model transformation, customer acquisition, employee retention, project delivery, and business profitability. Today we’re announcing a new Dynamics 365 application that connects cross-functional project teams, providing the visibility, collaboration, and insight needed to drive the success of project-centric organizations. Microsoft Dynamics 365 Project Operations, which will be generally available on October 1,
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