Customer Engagement

Microsoft Dynamics 365 Customer Engagement (CE), formerly known as Dynamics CRM, increases value through optimization of nearly every area of your business. Superior visibility and results tracking for every touch point of prospect and customer interaction provide unparalleled, measurable results. An invaluable cloud-based business solution, Dynamics 365 CE drives productivity for sales, increases return on investment for marketing, and enables exceptional customer satisfaction. Learn more about this best practice approach per business unit and how fully utilizing business intelligence drive results.

One Microsoft

Customer engagement is tightly integrated with the rest of the Microsoft 365 suite and Power Platform.
Use SharePoint to store and view documents related to accounts and contacts. Use Word templates to auto-fill common documents that you send to customers. Export data to Excel with the click of a button to gain further insights on your data. Native connectors in the Power Platform enable rapid development of low-code/no-code solutions for custom applications, analytics, process automation, and even chat bots. Design surveys to gather actionable feedback from your customers as they interact with any area of your business. Understand individual customer needs and expectations so you can grow relationships and revenue.

Dynamics 365 Sales enables salespeople to build strong relationships with their customers and close sales faster. Nurture your sales from lead to order with insights that focus salespeople on next best actions, business process automation, and account, contact and task management. Out-of-the-box relationships to leads, cases, and other common business objects provide a 360- degree view of accounts and contacts.

For Salespeople

Implement configurable guided business processes to enable salespeople to capture the right information at the right time in the sales process.

Information is at your fingertips everywhere. Whether you’re on-the-go, in a web browser, or managing emails in Outlook, Dynamics is always at your fingertips.

Do you have an opportunity closing this week, or did an email response just come in with a negative sentiment? Relationship assistant and Insights help you decide where to focus next.

For Sales Managers

Accelerate you team’s performance with real-time analytics based on historical data and predictive intelligence.

Track results, provide feedback, and coach in real time.

Fully configurable dashboards provide you with the information you need, when you need it.

Dynamics 365 Customer Service ensures your business delivers the best customer service experience to your customers. Knowing your customers enables you to personalize each experience and optimizes your agents’ productivity so you can earn customers for life.

Choose from several app experiences depending on your support organization’s needs. Customer data is stored in CDS, so you can work with and understand your customers across any app.

Customer service offers a robust solution for customer issue management. Meet your customers where they need help. Omnichannel enables you to create issues from web, phone, social media, live chat, and chatbots. Give your support staff a single interface to manage all of their interactions with the Customer Service Workspace app.

Ensure you’re meeting your customers’ needs in a timely fashion with service level agreements. Make your customer’s first contact count with fully configurable case routing. Entitlements enable you to track prepaid support.

Use the Dynamics 365 knowledge base as a single source of truth for all your support information. Working a case? Email a knowledge base article to your customer with just a few clicks. Configure your knowledge base with Power Apps Portals and allow your users to log in and browse. Capture feedback from users and customers with a simple thumbs up / thumbs down and use the feedback to continuously improve your knowledge base and increase case deflection and first-touch resolutions.

Help turn prospects into business relationships with Dynamics 365 Marketing. This easy-to-use app works seamlessly with Dynamics 365 Sales. Easily notify your sales team when you’ve warmed up a contact and they’re ready to engage or use lead scoring to automate that process. With Dynamics 365 for Marketing you can:

Create graphical email messages and online content to support marketing initiatives Amplify your digital voice and personalize your message with customizable templates for emails and landing pages. Intuitive drag-and-drop design tools simplify content creation. Find out what works with A/B testing and out-of-the-box email open, click, and forward tracking.

Design interactive customer journeys to nurture leads with personalized experiences Create an automated, targeted, multichannel campaign. Use the drag-and-drop journey designer to send personalized email messages, generate follow-up activities, launch workflows, and more. Each contact travels down a customized path where their interactions drive next actions and you identify your best prospects. Easily track campaigns and analyze results to build profitable long-term relationships.

Tap into LinkedIn’s business prospects
Quickly target and connect with the right LinkedIn audiences by importing leads generated with LinkedIn’s Sales Navigator directly into Dynamics 365.

Know your leads better
Develop a deeper understanding of your market with a 360-degree view of every lead and customer. Connected processes and a single source of information ensure that both sales and marketing have the latest data, including key contacts, recent activities, past purchases, and open opportunities.

Organize and publicize events
Keep all the information about your event venues, logistics, ticketing, sessions, speakers, sponsors, and more in one place so your whole team can coordinate while working. Then generate an online event website where attendees can review event information and register online. Integrate your events into your marketing email messages and customer journeys to help spread the word.

Analyze and document your marketing return on investment (MROI)
Use dashboards and reports to track the performance of your marketing initiatives and to identify your best lead sources and marketing activities. Bring together sales and marketing results to track and increase their impact on your business.