As competition in virtually every industry continues to increase, developing a 360-degree view of your business is critical. Not only is the 360-degree view of your business critical, placing value on customer experience is a must. Not only will your customer satisfaction increase, but you will also capture new opportunities and insights into your business.
So how does an organization go about developing a collective view of their business from prospect through fulfillment and support services? Dynamics 365 has become a development platform that has taken on the ability to not only manage prospects, leads and opportunities; it can also manage your customer service, field operations, and even your accounting.
In a world that is more connected than ever, imagine a customer service agent receiving a call and immediately having a screen pop with the entire history of the customer. What if the history included knowledge base articles that could be sent to the customer to help solve their problem with the click of a mouse? On another level, what if an artificially intelligent(AI) chatbot answered the question before a live agent even fielded the call?
1. Social Selling – We all strive for it, but how do we get there? With Microsoft 365 (aka Office 365) and Dynamics 365, integrated social tools can help. Between Insights Discovery Center and Social Insights, your sales team can do all their research from with Dynamics 365. Furthermore, with the purchase of LinkedIn in 2016, Dynamics 365 can offer intelligent insights through the most extensive professional network in the world.
2. Opportunity Management – Imagine a streamlined sales or opportunity cycle in which your pre-sales engineering group can be immediately notified, and a quote can be generated directly from the opportunity. Maybe you just received an email from the customer who asked for a requote on the widgets from 20 to 25, no problem. With Dynamics 365 Operations, you can adjust the quote directly from the email and reply with the new pricing all from within Outlook.
3. Customer Service & Field Service – Through managing the lifecycle of your customer in a single solution, you don’t only increase metrics, you drive performance and customer satisfaction. By having all the customer information at their fingertips, your customer service and field support teams can ensure they offer knowledgeable and immediate support. If your current support teams need to inquire throughout the office, or disparate systems to gain valuable information, you are sacrificing strong customer experience.
Please contact me to learn more about how technology can help drive business performance. I would love to share more!