Create Seamless Experiences with Dynamics 365 Customer Engagement

In this article, learn how Dynamics 365 CE connects teams by streamlining how sales and marketing teams work together.

Jason Wietharn

Practice Director, Customer Engagement

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Table of Content

    Microsoft Dynamics 365 Customer Engagement (CE), often referred to simply as Dynamics 365 CE, is a suite of business applications designed to help customer-facing teams in any type of organization improve how they engage with customers. It is part of the broader Microsoft Dynamics 365 platform, which includes applications for various business operations, including field service management, finance, enterprise resource planning (ERP), and other functions.

    Dynamics 365 CE provides sales teams and marketers the tools to streamline customer interactions, sales processes, and their business’s wider customer service operations. Most importantly, it helps unify those functions across the entire organization. Dynamics 365 CE reaches across departments so you can triage leads, automate transfer to sellers, and empower others with strategic customer insights.

    Dynamics 365 Sales v. Salesforce: Features and Pricing Comparisson

    Choosing the right solution for your sales organization shouldn't come down to guesswork or assumptions. Download the comparison chart that will give you the information you need to make an informed decision when comparing Dynamics 365 and Salesforce.

    Seamless Marketing and Sales Experiences Create a Competitive Advantage

    Any lead that slips through the cracks or a sales prospect waiting too long for a follow-up is a lost opportunity. In tight and turbulent markets, seamlessly managing your leads can be a competitive advantage.

    This article explores how Dynamics 365 Customer Engagement can facilitate seamless experiences and help your business stand apart from the competition with superior customer engagement.

    Dynamics 365 CE Connects Teams and Processes

    Dynamics 365 CE connects teams by streamlining how sales and marketing teams work together. At the top of your funnel, one of the key ways it accomplishes this is by streamlining your lead triage process.

    Based on your predefined criteria, Dynamics 365 CE efficiently routes incoming leads to the appropriate teams. This ensures that the right individuals or departments handle leads promptly, preventing delays and confusion. Through the platform, organizations can establish clear and consistent lead qualification criteria, determining whether a lead is ready to be pursued as a potential customer. These criteria can be customized to match the specific needs and preferences of the business.

    Dynamics 365 CE goes even further by implementing automated lead scoring. By leveraging insights generated from Dynamics’ powerful analytics capabilities, the platform assigns scores to leads based on their characteristics and interactions with the company. This automated scoring helps you prioritize leads that exhibit stronger buying signals, ensuring your teams concentrate their effort on leads with the most potential.

    Since it is cloud-based, centralization is a cornerstone of Dynamics 365 CE’s capabilities. For example, it provides a centralized lead repository that houses all lead-related information, interactions, and history. This repository is accessible to both marketing and sales teams, creating transparency and facilitating collaboration. Everyone involved can access accurate and up-to-date information about leads, which fosters informed decision-making and coordinated efforts across teams.

    Empowers Decision-Making with Strategic Customer Insights

    Dynamics 365 CE empowers decision-makers with new, valuable, strategic customer insights culled from data collected across your sales and marketing processes. Organizations can uncover valuable insights that shape their marketing, sales, and customer service strategies by analyzing customer behavior and preferences patterns. The platform aggregates data from site visits, email interactions, social media engagement, and customer service inquiries. By tracking these interactions, businesses gain a holistic understanding of how customers engage with their brand.

    Creates Personalized Customer Interactions

    Leveraging customer data to create personalized marketing campaigns is another cornerstone capability of Dynamics 365 CE. It collects and analyzes data from past purchases, browsing behavior, and engagement history to help you segment your customer base and develop targeted marketing campaigns.

    Sales teams can also tap into customer profiles that contain a wealth of information, including past interactions with your company, preferences, and pain points. With this knowledge, sales representatives can craft more relevant pitches tailored to the customer’s specific interests and challenges.

    Integrates Departments and Fosters Collaboration

    Dynamics is a powerful tool for integrating sales and marketing teams with other business departments and fostering collaboration across your organization. It provides a unified interface where teams can access shared data and collaborate seamlessly. This cross-team collaboration helps ensure that everyone involved in customer interactions is on the same page and working together towards common goals.

    Integrating Dynamics 365 with Microsoft Teams is another fantastic way to drive collaboration. For instance, sales and customer service teams can communicate and share specific customer records, enhancing efficiency and reducing the need to switch between applications.

    Leveraging Automation and AI

    One of the most exciting updates in the past year has been introducing powerful new generative AI tools in Dynamics 365 CE, namely the new Microsoft Copilot tool. AI in Dynamics can help you automate processes, gain insights, and deliver enhanced customer experiences.

    By automating repetitive and time-consuming tasks using AI and machine learning tools in Dynamics, teams can free up valuable time for more strategic and value-added activities. For instance, routine data entry, lead assignment, and follow-up communications can all be automated. This reduces the risk of errors and ensures that tasks are executed consistently and promptly, resulting in improved efficiency and productivity across departments.

    Automating customer support with chatbots and virtual assistants is a standout feature of Dynamics 365 CE. AI-powered chatbots can respond to customer inquiries and support requests, providing instant responses and assistance around the clock. These virtual assistants can help customers with frequently asked questions, troubleshoot common issues, and even escalate complex matters to human agents when necessary.

    Monitoring and Measuring Success

    Dynamics 365 CE plays a pivotal role in helping businesses measure success through a comprehensive approach to performance analysis. This is achieved by establishing key performance indicators (KPIs), identifying relevant metrics, mapping customer touchpoints, and identifying areas for improvement.

    Businesses define KPIs that align with their strategic goals, such as conversion rates, customer satisfaction scores, or response times. These KPIs serve as quantifiable benchmarks that enable organizations to track progress and evaluate their performance over time.

    Identifying relevant metrics for seamless experiences is closely tied to the customer journey. Dynamics 365 CE allows businesses to collect and analyze metrics that reflect the quality of customer interactions. By focusing on metrics that directly impact the customer experience, organizations can gain insights into how effectively they are meeting customer expectations.

    Switch to Dynamics 365 CRM to optimize your customer experiences

    For many sales and marketing teams, Dynamics 365 will be a major step up, boosting their operating efficiency and helping them improve on key metrics. We at Velosio understand that migrating to new CRM software requires research and careful consideration. As a Gold Microsoft partner, Velosio works with companies like yours, helping implement CRM solutions that differentiate your organization, create value, and add to the bottom line.

    See our Dynamics 365 Sales v. Salesforce: Features and Pricing comparison today to determine if your sales and marketing teams can benefit from migrating to Dynamics 365.

    Jason Wietharn

    Practice Director, Customer Engagement

    Follow Me: