Microsoft Dynamics 365 Customer Engagement is a CRM that uses the cloud to offer functionality and usability that allows your business to optimise productivity and improve sales. Using elements such as social insights and campaign management tools, the result is a unified approach to customer relations management that covers every aspect of your business from sales, service relations, in-field work and automation of various tasks. The Dynamics 365 Customer Engagement plan is one of the many major components of the suite that sets it apart from its rivals.
Apps and services
Every Dynamics 365 Customer Engagement Plan licence includes access to a long list of important tools that come in the form of different apps and services covering different areas of operations. Lead and opportunity management tasks can be undertaken using the Sales Enterprise App which also takes care of managing marketing lists and campaigns.
The Customer Service Enterprise App is a specialised tool for dealing with the creation and ongoing maintenance of management capabilities, contracts and service level agreements while the Project Service App can be put to use on resource scheduling, making project templates and setting up service agreements, amongst other things.
If your business relies on in-house marketing to generate and convert leads then there will usually be a number of different methods that need to be pulled together to make a cohesive and effective overall process. Factors such as email marketing, customer journey management, and lead scoring can all be important, as can other aspects such as event management, all depending on how your marketing strategy is set up. Each of these things can be enhanced by using the Dynamics 365 Customer Engagement Plan.
Data is one of the most important resources your business can have to deal with and today items such as surveys and knowledge management have big roles to play in the day to day running of many businesses. Along with these approaches, even forward-looking concepts such as gamification all fall under the umbrella of Dynamics 365 Customer Engagement, as the concept of fantasy sports can be employed to help increase CRM participation and raise employee motivation levels.
Covering the basics
Of course, as you would expect from any Microsoft product, the basic essentials are covered in depth too. The App for Outlook allows the tracking of emails and checking of contact interaction via virtually any device and the Mobile apps include tablet versions for iOS, Android and Windows devices. Web apps for Excel, Word, Powerpoint and OneNote are all included as part of the Microsoft Office Online features even if there is no subscription to Office 365.
If you would like to know more about the benefits Dynamics 365 for Customer Engagement can bring to your business, we can help explain the different licences and packages available so that you can pick the right one for your specific needs and requirements. Get in touch with us today.