Blog: CRM

Understanding Microsoft Dynamics 365 Customer Engagement (CE)

June 17, 2021 - by Synoptek

Many companies lack insight into their data, forcing them to scramble in order to respond to situations and challenges as they arise. Do your customer service agents always waste time looking for information when they receive support calls or do you have the tools and resources in place to anticipate when a customer will contact you and what the most likely steps to resolution will be? There’s a distinction, and Microsoft Dynamics 365 Customer Engagement (CE) fills the gap.

What to Expect from Dynamics 365 CE?

Microsoft Dynamics 365 CE improves the employees’ ability to collaborate and streamline their communication with customers. Here are some of the reasons why Microsoft Dynamics 365 CE is one of the most popular CRM solutions in the market. It:

  • Assists customers from any location and using any device
  • Uses social analytics to expand the network and strengthen customer relationships
  • Uses configurable dashboards and data visualization software to gain actionable insights
  • Creates positive, customized customer interactions to boost sales growth
  • Builds team collaboration and let the sales team sell as a team
  • Works smarter to close more deals by leveraging easy-to-design process flows
  • Uses interactive maps to analyze your sales data and discover important information.
  • Increases customer loyalty by launching multi-phase marketing strategies across multiple channels.
  • Provides sensitive, appropriate service across various channels on customers’ terms.

By leveraging all of these CRM solutions at the same time, your business will increase sales and boost customer service. Let’s take a look at the different plans we have to offer our customers.

The Dynamics 365 Customer Engagement Plan & Pricing Model

Customer Engagement applications are available as Base Licenses, and Attach Licenses. Each base can be added depending on the individual user’s needs.

The Dynamics 365 Customer Engagement Plan encompasses all aspects of CRM and customer engagement.


Full User

Team Member

Sales From $115 per user/month $8 per user/month
Customer Service
Project Service Automation
Field Service
Customer Service Insights

Implementing Your Dynamics 365 CE

  1. 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.”
  2. To lead the project, form a multi-functional team. Put together the right team of staff to help you prepare and execute your implementation.
  3. Determine the most critical objectives – consider the complexity of your project as well as the end product.
  4. Learn about the features of Microsoft Dynamics 365 CE. Since Dynamics 365 has so much to give, it’s essential to check the solution’s functionality before implementing it.
  5. Perform a process audit! Try having well-documented processes when it comes to execution, it will save you a lot of time.
  6. Examine the latest tools and programs – ensure your existing systems can easily integrate with D365. It’s also crucial for your team to look ahead and familiarize themselves with the new approach at this stage.
  7. Training and testing – consider how your employees will be trained on the program. Possible options are in-person, through e-learning, or by combining the two. End-user training should be role-based and adapted to the learning styles of your employees.
  8. Implementation and evaluation – once you go online, you can plan on continuing to release updates, taking into account user reviews along the way. Plan for continual progress and change, particularly when your company’s priorities shift.
  9. Choose the software development lifecycle management tool – know where you’ll keep all of your work, from the code repository to task management. Determine the licenses you’ll need for the project once you’ve decided on a method.
  10. Decide how you’ll assess the implementation’s success – consider the budget’s long-term viability, team commitment, and timetable.
  11. Make sure you know how the company works from beginning to end. Each line of business must continue to operate on the new platform from beginning to end. It would be easier to ensure that no steps are skipped if you clearly understand their processes.

Partner with a Team of Experts

  • Partner with a company having the industry capacity to fit your problems to the appropriate solution and who can transform the business processes with cloud-based intelligent applications that work together seamlessly
  • Choose a company with extensive business and technology knowledge who can provide valuable insight on how to best execute and use D365 to meet your organization’s specific needs
  • With a CRM solution that is hosted, upgraded, secured, and supported by Microsoft, you can streamline your CRM implementation and reduce your IT department’s workload, resulting in lower IT costs and in-house maintenance efforts

Wrapping Up: Where to Take Your Dynamics 365 Customer Engagement Plan Next

If you are looking for a streamlined way for your business to run, Dynamics 365 Customer Engagement is your answer. This all-in-one platform has the ability to integrate all the aspects your company needs to succeed. Get in touch with our team today to learn more about how this CRM will take your company to the next level!

White paper: Everything you Need to Know About the CRM Capabilities of Dynamics 365

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