- Microsoft Dynamics 365 is a fully customizable business toolset that integrates your processes and data into a single, common, secure system. Apps, add-ons, and support services are just the tip of the iceberg.
- Service companies are much more sensitive to the results generated by good customer service, and this is precisely where Microsoft Dynamics 365 comes into play, allowing the relationships between your client and your company to contribute valuable business experiences.
- But incredible as it may seem, some managers don’t know that Microsoft has a solution that integrates CRM and ERP, ready to be configured to suit them, in addition to connecting it with other typical tools of the corporate world.
- In this article, we’ll reveal why you should invest in Dynamics 365 and how its custom features and configurations can bring significant improvements to service providers.
How can Microsoft Dynamics 365 help your organization?
Unlike standalone ERP and CRM systems that segregate data into separate silos, Microsoft Dynamics 365 integrates operational, financial, and customer/prospect data into a single, intelligent system.
Microsoft Dynamics 365 enables your organization to meet its IT needs without having to make a large capital investment in a new systems infrastructure.
Microsoft Dynamics 365 has a similar structure and user interface to previous Microsoft solutions, allowing users to build on their existing experience and speed up the learning curve to get more done in less time.
Why use Microsoft Dynamics 365?
In terms of its CRM application, Dynamics provides planning for service orders and the allocation and activation of required resources , as well as financial performance analysis. Here are some reasons to implement Microsoft Dynamics 365:
Each client can be registered in the Microsoft system with their specific contractual needs and conditions using an SLA (Service Level Agreement or Service Level Agreement) , which specifies the service levels that will be provided.
This document is common for IT service providers and consultancies, but it can also be incorporated in accounting offices and outsourced HR management, among others.
In this way, deadlines for resolutions, costs, items assigned to specific projects, and other agreed items can be systematically managed.
Microsoft Dynamics 365 has several important functions for service delivery management, such as the Sales module, which focuses on negotiation management and is supported by sales insights, giving you control over the sales flow.
Customer Service (Customer Service) allows uniform management of the customer base through all the company’s interaction channels, and in a personalized way, of course.
Field Service , as its name suggests, is primarily focused on managing field actions, such as consultant hours worked and project-assigned resources.
Project Service AutomationIt allows you to remotely manage all projects in progress, as well as check billing details and customer histories.
Finally, we have Finance and Operations, which brings together ERP functions stored in the cloud.
Human and structural resources are business costs that need efficient allocation to provide the client with the expected results at the highest possible profit margin.
Therefore, when sending an accounting consultant to perform an external audit at a client’s branch, the company must manage the costs of travel, hours worked, equipment, and other resources used in the service.
This individual efficiency monitoring should be accumulated with others and entered into a commercial financial analysis system, allowing the manager to monitor his costs and profits in a simple and unified way.
Dynamics 365 also has several solutions to automate sales and marketing, offering the option to focus on targeted customers and prospects to create personalized campaigns, for example.
This is possible because the system allows you to create complete reports with a wide variety of filters , so that the data displayed is strategic and applicable, allowing you to optimize your strategy.
In the area of sales and relationships, the reports behave in the same way, but in real time.
Flexibility to Grow
Microsoft Dynamics 365 also provides access to specialized capabilities that can amplify the value of your investment.
Added resources , such as Microsoft Social Engagement and the Dynamics 365 Customer Service App, expand your ability to engage with customers and prospects online.
Industry-Specific Apps Available on Microsoft AppSource includes many vertical-market apps developed by industry-specific specialists.
Control and Historical report
One of the main goals for service providers is to renew the contract with a customer over and over again.
In addition to reducing business costs, it is also a way to generate new business.
Therefore, having a historical control of all relationships and negotiations is key, and the data generated in these interactions can help to personalize services and attention for each client.
In addition, separating the cycle into stages makes it possible to analyze the different actions individually to identify critical points.
What are the best Microsoft Dynamics 365 tools to adapt to the client?
Microsoft Dynamics 365: There are several modules, which are integrated and complement each other, in the Dynamics CRM field (previously they were known as a whole as Dynamics 365 Customer Engagement). Today, Dynamics 365 Sales and Dynamics 365 Customer Service help your organization to listen and know your customers through the consolidation of information about interactions, orders, contact with customer service agents, etc.
Microsoft Power Automate: Integratable with the Dynamics 365 CRM modules, it is a solution with which you can generate connections to your social networks to listen to the trends in which your clients are interested , among other functionalities related to workflows.
Microsoft Dynamics 365 Marketing: It is a CRM solution that will allow you to offer content to your customers, generate surveys, review consumption patterns and influence the information we provide, and much more.
Why should service providers choose the Microsoft solution?
The technological refinement of its platform, its focus on the user experience and, above all, its high potential for customization , guarantee that different types of businesses can all benefit from using Dynamics 365.
Dynamics 365 has a high level of usability and it is easy to engage users as everyone is already familiar with Microsoft tools, both for home and corporate use.
Its flexibility to adapt to different types of businesses can be observed when a company evolves in its size.
Dynamics 365 is strategic at any point in a company’s growth, and when adopted early, has the benefit of maintaining an increasingly valuable record of customers and companies.
Dynamics 365 is a platform that differentiates one service provider from another; In addition to providing intelligence and optimization to your business processes, it also allows your company to control costs and make better decisions.
Recommendations for implementing Microsoft Dynamics 365
With Microsoft Customer Relationship Management (CRM) tools , it’s never been easier to align your organization to the customer. And when these tools are combined with a solid customer outreach strategy, the results can be immense.