Globalization, technological acceleration and the advent of the Internet and social networks have drastically changed the behavior of customers. Customers are becoming increasingly autonomous in their choices and they want to constantly access information across multiple touch points. To meet the increasingly complex expectations of their customers, businesses need to equip themselves with smart customer engagement tools that enable them to deliver personalized experiences to boost sales. One such robust, smart productivity tool is Microsoft Dynamics 365 Customer Engagement (D365 CE). Optimized to meet the complex requirements of mid-sized and large businesses, Dynamics 365 Customer Engagement provides the flexibility you require to support modern, more agile, more diverse employee roles. As a powerful, scalable cloud-based business platform D365 CE, can efficiently support even the most complex organizations.
What Is Microsoft Dynamics 365 Customer Engagement?
Microsoft Dynamics 365 Customer Engagement is a powerful, cloud-based customer relationship management (CRM) solution that features different business applications that can be purchased as a stand-alone product or part of the Dynamics 365 Suite. With unified CRM and ERP capabilities, these business applications work seamlessly together across sales, customer service, field service, operations, financials, marketing, and project service automation. These applications can help you drive sales productivity and improve the value of your marketing efforts through social insights, business intelligence, and campaign management.
Dynamics 365 Customer Engagement covers following applications: –
Dynamics 365 for Sales – With D365 for Sales, you can enable your team to close more deals while heightening customer experience by delivering personal attention. Predictive analytics and automated lead scoring provide the data necessary to grow your business and increase pipeline growth. Real-time access to productivity tools and live documents including shared meeting notes, events, and custom sales documents enable team to say goodbye to time-consuming searches to find information. Dynamics 365 for Sales enables salespeople target the right leads, contacts, and opportunities with actionable customer insights and rich customer profiling.
Dynamics 365 for Field Service – As comprehensive field service management software, D365 for Field Service offers core capabilities across service locations, service agreements, customer assets, predictive maintenance, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics. You can also optimize field service operations by organizing teams and equipment with flexible scheduling options. You can identify available field service resources by category to create a smarter workload and resource balance with D365 for Field Service.
Dynamics 365 for Customer Service – D365 for Customer Service provides 360-degree view of the customer, including full history of interactions, user preferences, and relevant customer information, enabling agents to engage with the consistency and personalization that customers they expect. D365 for Customer Service helps in equipping your agents with the tools they need to satisfy changing customer demands across channels. Self-service portal with a searchable knowledge base and online community space in Dynamics 365 for Customer Service enable customers to access their account information and find answers to their questions on their own. With 360-degree view of each customer’s journey, Dynamics 365 Customer Service enables agents to anticipate needs and personalize every interaction.
Dynamics 365 for Project Service Automation – With D365 Project Service Automation, you can build – and validate – customer relationships by leveraging intelligent and intuitive tools. D365 Project Service Automation delivers real-time visibility to resources, enabling businesses to allocate relevant skills-based assignments to team. You can engage directly with customers on quotes, project scope, and resource requirements through a secure portal while prioritize deals based on unified sales management dashboard. Integration to Office 365 applications from Dynamics 365 Project Service Automation helps in improving collaboration across project teams.
Dynamics 365 for Marketing – D365 for Marketing enables organizations to manage and guide the customer along their journey through the sales funnel – from the first contact through to close. By delivering complete view of your customer, D365 for Marketing enables you to deliver personalize experiences across all online and offline channels based upon customer interaction. With D365 for Marketing, you can easily maximize marketing ROI by connecting sales and marketing, automating processes, and making smarter decisions. One source of information about contacts, leads, and customers enables you to deliver consistent results across the buyer’s journey.
Business Benefits –
• Assist customers anywhere, from any device
• Build network and deepen customer relationships with social insights
• Create meaningful, personalized customer experiences to improve sales growth
• Team collaboration helps your sales team sell as a team
• Work smarter to close more deals by leveraging easy-to-design process flows
• Use configurable dashboards and data visualization tools to gain actionable insights
• Analyze your sales data and discover relevant information using interactive charts
• Launch multi-phase marketing campaigns across multiple channels to enhance customer engagement
• Offer responsive, relevant service across multiple channels on customers’ terms
Thus, we can say that Dynamics 365 Customer Engagement can help in driving sales productivity by delivering personalized engagement. You can connect with Microsoft Dynamics implementation partners for implementation, integration & customization of D365 CE.