Blog: CRM

Microsoft Dynamics 365 CRM: Everything You Need to Know

October 28, 2024 - by Synoptek

Many companies lack insight into their sales data, forcing them to scramble to respond to situations and challenges as they arise. Do your customer service agents always spend unnecessary time looking for information when they receive support calls, or do you have the tools and resources to anticipate when a customer will contact you?

There’s a clear distinction, and Microsoft Dynamics 365 CRM fills this gap.

Microsoft Dynamics 365 CRM – An Introduction

Microsoft Dynamics 365 CRM improves sales teams’ ability to collaborate, streamline daily tasks, and transform customer engagement. It is delivered via various individual products to meet the unique needs of different teams. This includes:

Dynamics 365 Sales

  • Use natural language or prebuilt prompts and have Copilot review open sales tasks, analyze forecasts, evaluate conversion and win rates, etc.
  • Access AI-driven scoring models and a prioritized list of leads and opportunities for focused follow-ups.
  • Monitor your pipeline and progress toward KPIs with embedded charts and real-time dashboards.
  • Review past customer interactions through a detailed timeline or let Copilot generate opportunity summaries and meeting preparation notes.
  • Receive actionable recommendations on the next steps to move deals forward.
  • Enhance communications with Copilot-generated email drafts, call summaries, KPI analysis, and suggested follow-up tasks.
  • Forecast revenue and measure performance against goals using predictive charts and insights.

Dynamics 365 Customer Service

  • Streamline service operations by leveraging Copilot to assist in diagnosing, troubleshooting, and drafting customer responses.
  • Equip service agents with tools such as sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
  • Improve first-call resolution by using AI-based routing that categorizes issues and directs them to the most suitable representative.
  • Access a comprehensive omnichannel insights dashboard that combines AI-powered conversation and channel analytics with key performance metrics.
  • Automate processes with over 1,000 prebuilt workflows and expand your ecosystem with custom data connectors.
  • Use sentiment-based routing to ensure every case reaches the right representative.

Dynamics 365 Field Service

  • Monitor appointments in real-time through the customer portal, powered by Microsoft Power Apps.
  • Keep customers updated with automated service reminders and notifications sent via email and SMS.
  • Collect valuable customer insights by sending personalized, automated surveys after field service visits.
  • Launch step-by-step instructions with Dynamics 365 Guides or troubleshoot problems live using Dynamics 365 Remote Assist.
  • Engage with Copilot to retrieve key information about work orders using natural language queries.
  • Respond to customer inquiries efficiently with Copilot for Field Service in Outlook, summarizing critical information and outlining the next steps.

Dynamics 365 Customer Insights

  • Integrate transactional, demographic, and behavioral data with AI-driven identity management for a comprehensive view of customers.
  • Leverage AI-powered recommendations to create or discover new audience segments, continuously refreshed by real-time data.
  • Design real-time, cross-channel customer journeys that are contextually relevant and optimize them through A/B testing.
  • Automatically assign qualified leads to sales teams based on scoring and track pipeline performance using prebuilt analytics dashboards.
  • Engage customers via ready-to-use digital channels like text, email, and push notifications, and easily incorporate custom channels into the journey.
  • Use Copilot to describe, build, and refine customer segments and craft personalized content, branded emails, and visually engaging images tailored to any audience segment.

The Dynamics 365 CRM Pricing Model

The various Dynamics CRM products are priced differently.

Dynamics 365 Sales is available in four editions: Professional, Enterprise, Premium, and Relationship Sales.

Dynamics 365 Sales Plan
Dynamics 365 Sales Professionals Dynamics 365 Sales Enterprise Edition Dynamics 365 Sales Premium Microsoft Relationship Sales

Source: Microsoft

Dynamics 365 Customer Service has three plans: Professional, Enterprise, and Premium.

Dynamics 365 Customer Service
Dynamics 365 Customer Service Professional Dynamics 365 Customer Service Enterprise Dynamics 365 Customer Service Premium

Source: Microsoft

Dynamics 365 Field Service has two plans: Field Service and Field Service Contractor, with a Resource Scheduling Optimization add-in.

Dynamics 365 Field Service
Dynamics 365 Field Service Dynamics 365 Field Service Contractor

Source: Microsoft

Dynamics 365 Customer Insights is also offered in two plans: Customer Insights and Customer Insights Attach.

Dynamics 365 Customer Insights
Dynamics 365 Customer Insights Dynamics 365 Customer Insights Attach

Source: Microsoft

Microsoft Dynamics 365 CRM – A Success Story

A home remodeling company was struggling with poor business processes and customer information management, substantially hindering its expanding business. It was looking to implement an integrated CRM system to manage its growing business better and overcome challenges.

Learn how Dynamics 365 implementation helped the client:

  • Enjoy a 26% increase in sales due to the presence of a centralized system
  • Streamline the entire sales process and bring in more customers
  • Keep track of its financials and improve operational efficiency

Dynamics 365 CRM Implementation Tips

Successful Dynamics 365 CRM implementation requires a careful and well-planned approach. Here are some tips and best practices to follow:

  • Begin with “why” – connect your D365 investment to your company’s strategic vision and task. Develop measurable targets such as “achieve the highest customer satisfaction rate in our industry within two years.”
  • Determine the most critical implementation objectives to build a practical roadmap and timeline. Evaluate the capabilities of Microsoft Dynamics 365 CRM and prioritize features that you want to deploy immediately.
  • Conduct a thorough audit of existing processes and data to identify gaps and build strategies to streamline execution.
  • Examine your current tools and systems and their ability to seamlessly integrate with D365.
  • Build a sound training program to educate and train users on the new platform. Make sure to deliver role-based end-user training that adapts to the learning styles of your employees.
  • Once you go-live, monitor usage and address user concerns as they arise. Plan for continual improvement, especially as new updates are launched, and your company’s priorities shift.
  • Partner with a company that has extensive D365 CRM implementation experience and expertise and that can help you transform business processes with cloud-based intelligent applications that work together seamlessly.

Wrapping Up: Ensure CRM Implementation Success with Synoptek

Dynamics 365 CRM empowers sales professionals with all the intelligent capabilities they need to make selling easier and wow their customers.

However, given the  implementation challenges, having a qualified partner implement, manage, and support your Dynamics 365 CRM is a great way to improve the probability of implementation success, reduce your IT department’s workload, and enjoy low IT costs and in-house maintenance efforts.

If you want to migrate your CRM application from Salesforce or want to implement Dynamics 365 CRM from scratch, we can help! Contact our team of Dynamics 365 CRM experts today to take your sales organization to the next level!

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