In an ever-evolving business landscape, companies need reliable, efficient, and versatile software to handle the myriad of processes required to manage and grow their businesses.
And choosing the right CRM solution is a crucial component of this growth, as it can greatly impact organization’s ability to achieve its long-term strategic objectives.
Microsoft Dynamics 365 Customer Engagement (CE) is a modern, cloud-based suite of intelligent applications that automates the entire customer communication chain from initial interest to post-sale service.
So essentially, it’s a customer relationship management (CRM) solution. But what exactly makes it ‘the right CRM solution’ for your business?
In this article, we will explore the top 10 reasons why businesses should choose Microsoft Dynamics 365 Customer Engagement for their business management needs.
Understanding The Structure: Microsoft Dynamics 365 CE Applications
Navigating the modern world of business solutions can become overwhelming pretty fast as organizations face a constantly growing portfolio of apps and their components with complex hierarchy and multitude of service options.
So, before we delve into the reasons why Microsoft Dynamics 365 Customer Engagement could be a great solution for managing and growing your business, it is important to first understand its structure.
Microsoft Dynamics 365 Customer Engagement consists of several key apps or modules. Let’s examine some of them more closely:
1.) Dynamics 365 Sales
The Sales module enables businesses to manage their sales process from lead generation to opportunity management and deal closure.
With the Sales module, businesses can track leads, manage sales pipelines, and collaborate with team members to close deals faster.
The Marketing module, just as its name implies, enables businesses to plan and implement all of their marketing strategies.
This includes launching marketing campaigns, SMM, lead scoring models, email newsletters, A/B testing among the others.
Furthermore, this module can help you automate several more daunting marketing processes, such as customer interaction insights and ROI dashboard visualization.
3.) Customer Service
The Customer Service module essentially provides your business with tools to improve customer service across various channels, including email, phone, chat, and social media.
Apart from that, with the Customer Service app, businesses have more effective options to track customer issues and feedback, manage service tickets, and provide personalized support.
4.) Field Service
The Field Service module allows businesses to better manage various service operations, such as work orders planning, employee dispatching, and maintenance scheduling.
Essentially this app helps field service businesses increase the productivity of their technical staff, increase the first-time fix rate and provide their employees with more relevant information about the customer’s request and situation in advance.
Of course, not all modules may be needed by every company. And this is actually one of the advantages of Microsoft Dynamics 365 Customer Engagement – the solution is not sold as a single package, but allows the client to choose only those programs that are important for the specific needs of your organization.
As for the next advantages… Without further ado, let’s explore the top 10 reasons why you should consider Microsoft Dynamics 365 Customer Engagement as your CRM solution.
Top 10 Reasons To Choose Microsoft Dynamics 365 CRM
1.) Integration With Microsoft Products
Perhaps the biggest advantage is that Microsoft Dynamics 365 CE provides full integration with other Microsoft products, such as Office 365, Power BI, PowerApps and SharePoint.
For example, integration between Dynamics 365 and Office 365 allows users to access and edit documents, send and receive emails, and manage schedules without leaving Dynamics 365.
Another important advantage of Dynamics 365 is its scalability.
If your organization has decided to start in-house production of something that was previously outsourced, then you need to effectively integrate the new process into the overall business flow.
Microsoft Dynamics 365 allows you to add new modules or applications at any time, expanding the already existing potential of the entire CRM system.
Dynamics 365 Customer Engagement allows you to build customizable dashboards without writing a single line of code.
Furthermore, even if the available customization tools do not correspond to your vision, you can hire developers who provide Microsoft Dynamics 365 services, to create what you want via PowerApps, for example.
4.) Advanced Analytics
Dynamics 365 Marketing itself already offers a wide selection of built-in analytics.
But you can also create additional analytics and reports from your data with Power BI.
To that end, Microsoft provides endpoints that you can use to connect Power BI to Dynamics 365 Marketing.
Microsoft’s cloud products are built and hosted on their own cloud platform called Azure.
The latter is operated from over 100 Microsoft data centers worldwide, secured with multi-layered protection: from various identification methods to round-the-clock closed-circuit television.
So when you buy cloud solution from Microsoft, including Dynamics 365, you can be sure you’re getting the corresponding level of security, privacy and compliance.
6.) Mobile Accessibility
With the Dynamics 365 mobile app, users can access their dashboards, reports, and data on their smartphones or tablets, providing them with the flexibility to work from anywhere.
This ensures that business owners and employees can stay connected and productive, even when they are on the go.
7.) Omnichannel Customer Engagement
Omnichannel has long moved from being a feature of large companies to being reality of every business that wants to understand the evolving demands of their customers.
Dynamics 365 allows to create an omnichannel experience using a wide range of communication channels: from social apps and Microsoft Teams to WhatsApp and SMS messages, giving your team access to the entire history of customers’ engagement with your company.
8.) Collaboration Across Teams
Microsoft Dynamics 365 enables collaboration across teams, departments, and locations.
The solution provides tools for sharing information, assigning tasks, and tracking progress, ensuring that everyone is working together towards the same continued goals.
9.) AI Capabilities
It is no secret that Microsoft invests heavily in AI capabilities, and Dynamics 365 Customer Engagement is no exception.
This CRM offers a wide range of AI-powered features, from data analytics to generating predefined questions to FAQ’s.
In its turn, this can help organizations automate processes, reduce manual work, and make data-driven decisions that can lead to better business outcomes.
Since most CRM plans charge per user, costs can add up very quickly as you add new users.
This has resulted in many organizations limiting the number of employees who have access to CRM.
A very interesting solution from Microsoft is the so-called Team Member license. It gives users read-only access to all modules and write access to accounts, contacts, activities, tasks, and notes, as well as any custom objects you create.
Essentially, this gives you the chance to add more people to your CRM while keeping its monthly costs at a reasonable level.