Customer Relationship Management tools, or “CRMs”, are an essential part of the customer experience landscape. With this technology, companies can build stronger connections with their target audience by getting a better view of their customer journey, the hurdles they have to bypass on the way to a sale, and so on.
Microsoft Dynamics 365 is one of the better-known CRM solutions on the market today. Offered as part of the comprehensive Microsoft 365 ecosystem, Dynamics supports companies in building an innovative strategy for customer service.
Built for the age of modern customer service, Microsoft Dynamics 365 stands out as a modular, cloud-focused enterprise resource planning (ERP) tool, with embedded customer relationship management solutions. You get both your ERP and CRM technology in the same space. There are also integrations with Microsoft Teams, to keep your employees aligned on the same page.
Here’s what you need to know about Microsoft Dynamics CRM.
Microsoft Dynamics CRM Review: Key Features
At its core, Microsoft Dynamics 365 is a cloud-based set of modules designed to help companies build and manage stronger relationships. With data-driven insights, you can make better decisions on how to serve your customers, and even automate various crucial tasks.
Dynamics 365 is a recognised leader in CRM and ERP solutions according to analysts like Gartner, Forrester, and IDC. This is also the tool of choice for many leading brands, such as BMW, Coca-Cola, and Chevron. The CRM features of the solution focus on enhancing customer support. In the “Human Resources” module, employees can submit leave requests through Microsoft Teams, and business leaders can ensure they’re never short on staff.
In the “sales” module, users can examine sales performance metrics and set benchmarks for staff or examine opportunities for valuable relationships. Features of Dynamics 365 include:
- Sales module: All the core features of Microsoft Dynamics CRM for improving sales. You can access sales performance metrics, lead value reports, and AI to help you determine the next best step in a sales journey. A customized dashboard offers actionable insights and tracks relationship-building efforts
- Marketing module: Microsoft Dynamics CRM supports multi-channel campaigns for marketing and growth. You can connect with customers through personalised messages. Integrate with analytics and sales to find and nurture leads and reach customers through their preferred channels
- Customer service: The customer service module allows users to meet clients on their preferred device or channel, for an omnichannel experience. There’s access to data and intelligence to support the delivery of better service. Users also get a full 360-degree customer view to improve sales outcomes
- Field service module: This module makes it easier to keep track of service agents in the field. With tracking and analytics, you can help your technicians improve resolution times. There are automated scheduling options, and self-service portals available too
- Human resources: This module supports companies in attracting top talent to support customer relationship management. You can also access insights to help improve employee performance and keep your schedules running smoothly
The CRM components of Microsoft Dynamics 365 integrate seamlessly with ERP technology, so you can track things like financial investments, projects, and items in real-time.
As Microsoft Teams has continued to emerge as a more essential part of the business environment, Microsoft has also deepened the integration between Teams and Dynamics. You can now connect conversations with agents within Dynamics 365 through Teams.
