In this article, we’re going to look at how Dynamics 365 works in further detail and review what it brings to the sales and customer service worlds – (the two leading modules are Sales and Customer Service).Customer relationship management (CRM) is a core part of modern business for two major reasons. Firstly, churn (losing customers) puts consistent pressure on marketing and sales teams, requiring them to keep finding fresh prospects. Secondly, long-lasting customers are simply more valuable than their newer equivalents: they spend more, and are more receptive.Enterprise resource planning (ERP), meanwhile, concerns the efficient management of vital business processes. The goal is to centralise the controls and data management to break down system blockages and ensure optimal performance — and the larger a business becomes, the more important it gets to make this a priority.You might be wondering why these things are relevant here. Here’s the answer: as Microsoft’s business management suite, Dynamics 365 offers a rare mix of CRM and ERP functionality, encompassing numerous industry-leading tools — and with the scalable power of Azure cloud technology behind it, it’s a formidable set of tools that can benefit almost any type of business.
How does Dynamics 365 work?
As implied in the intro, a great word to describe the purpose and utility of Dynamics 365 is unification. Bringing together features that were previously distinct, it massively improves the accessibility of data to help them integrate: instead of using separate solutions for ERP, CRM, and BI (business intelligence), you can get them all in one cloud-enhanced suite. Structurally, Dynamics 365 consists of various modules serving purposes across the business spectrum but using shared databases. This makes it highly expandable (Microsoft can easily add to the lineup when useful) and cost-effective (you don’t pay for the modules you don’t use). There are currently 12 Dynamics 365 modules available:The Retail module will eventually be reworked as a module called Commerce, and the Finance and Supply Chain Management modules were previously parts of a module called Finance and Operations. As features are refined and improved, we can expect further changes to take place.
Why it’s valuable for sales
When you’re trying to explain the value of a system, the most direct path is to address sales. Every business needs to have a strong sales pipeline to bring in qualified leads and move them towards conversion, and that’s precisely what the Sales module of Dynamics 365 provides. Dynamics 365 can track the entirety of a lead’s life-cycle: you create the opportunity (or import it automatically through integration with systems including Office 365 and LinkedIn), then go through qualification, development, proposal, conclusion, and follow-up. Along the way, sophisticated analytics can make it clear how well the pipeline is performing, giving you ample opportunity to make alterations before it’s too late — and with the rich automation options inherent to the cloud architecture, you should be able to free up plenty of time to focus on those all-important tweaks. Any business of a moderate size (and/or aspiring to reach the enterprise level) needs to embrace this kind of optimisation, and there’s no other sales solution on the market with the breadth, utility, connectivity and convenience of Dynamics 365. The value is also solid, particularly for any company that already relies heavily on Microsoft services.
What it brings to customer service
Dealing with customer problems and achieving positive outcomes can take a lot of time and effort, and the more customers you bring in, the more complicated things become. Dynamics 365 offers a Customer Service module that fully tracks customer activities, problem cases, conversations, rewards and actions, allowing them to be viewed from one dashboard. For customer service agents, this is incredibly useful. Having all that information available cuts down on the need to consult management, bolsters their ability to resolve customer problems, and helps them turn their conversations into further sales opportunities (drawing from the same data pool as the Sales module, it can suggest dynamic recommendations). And with Azure resources behind it, it can integrate very neatly with advanced chat bots: companies can script responses to common issues and trust Dynamics 365 to automate as much as possible, freeing up service agents to make best use of their skills. In essence, Dynamics 365 gives customer service the position of prominence it warrants, making it part of the core business management system instead of a tacked-on addition that employees and customers alike might struggle to use. This saves time, effort, and money, all while achieving vastly-superior results.
You really need Dynamics no matter what size you are!
Every ambitious business needs to embrace technology to optimise its sales pipeline, manage its customer service, allocate its business resources, generate analytical insights, and handle a wide range of other tasks. This has typically been done with disparate systems (one for each task) — but this causes major problems such as data insecurity and incompatibility. Dynamics 365 offers something new: a comprehensive single-system business management solution that features all the technology you want (and nothing you don’t). Powered by the Azure cloud network, it comprises a set of modules for varying tasks that work seamlessly together. That means no more frustration importing or exporting data. No more difficulty configuring your latest SaaS investment. No more downtime due to broken integrations. By investing in Microsoft’s business ecosystem, you can save a lot of money while making the everyday running of your company considerably easier.Speak to one of our team about setting up a free call with one of our Dynamics engineers. Contact our team via email or telephone them on 0114 292 2911.