MICROSOFT DYNAMICS CUSTOMER ENGAGEMENT

Increase the efficiency of your sales and marketing teams with data analysis, intelligent insights provided by business intelligence, and campaign management.

Personalized customer service delivered faster

In an age of commoditized products and services, customer experience is the key to establishing a competitive edge. Delivering differentiated and consistent engagement is crucial for an exceptional customer experience. Microsoft Dynamics 365 for Customer Service improves each step of the service experience through five key capability sets: omni-channel, self-service and communities, agent enablement, knowledge and service intelligence.

• Give agents dashboards to personalize every interaction.
• Provide predictive care to resolve issues proactively.
• Guide agents to the best decisions with AI driven insights.
• Gather customer feedback with post interaction surveys.
• Omni-channel agent and customer experience.

Turn service calls into a strategic advantage

Research has shown that field service remains a critically important strategic component for most organizations, as it essentially drives customer satisfaction and builds stronger, trusted relationships with customer. Microsoft Dynamics 365 for Field Service achieves this with improved exceptional first-time fix rates and resource productivity. With advanced scheduling, resource optimization and mobile enablement capabilities, you can now keep your customer at the centre of your business.

• Put the customer first, from self-service request and proactive work order scheduling.
• Help field employees provide productive responses that ensure customer satisfaction.
• Improve profitability by optimizing schedules and remote troubleshooting.
• Provide real-time status updates for work orders to field service employees and customers.
• Extend with Azure IoT Sensors, Power Apps, and more.

An integrated set of sales productivity tools to – win, serve and retain customers

Do your sales teams work on the road – for example, when traveling to customer sites? What kinds of data sources do your sales teams need to access? Microsoft Dynamics 365 for Sales empowers your sales team to access customer data and much more- anywhere, anytime and on any device. It helps them to focus on the right opportunities, at the right time and close more deals.

• Streamline workflows and shorten sales cycles.
• Facilitate customer-centric conversations.
• Modernize relationship nurturing with LinkedIn social selling.
• Mobile apps work with and without connectivity.
• Gain efficiencies in communication and collaboration with Office 365 integrations.

Smarter marketing to personalize every customer journey

Are you searching for ways to deliver a distinct customer experience? Today, marketers must be much more than creative; they must be tech-savvy with an uncanny ability to keep up with technology trends and connect with customers across the digital space. Microsoft Dynamics 365 for Marketing by Adobe Marketing Cloud takes customer experience to a whole new level with personalized and contextual content, and integrated, cross-channel marketing.

• Build automated customer and buyer journeys with email marketing.
• Plan and promote sales events.
• Create interactive online forms.
• Score leads and hand off to sales at the right time.
• Collaborate with sales and measure marketing ROI.

Accelerate business gains with groundbreaking artificial intelligence (AI) features

Deliver actionable outcomes and improve Customer Lifetime Value (CLV) with AI-powered CDP that provides meaningful insights based on unified customer’s profiles. Transform into a customer-focused business where marketing, sales, and customer support teams have vital insights for personalized customer engagements with minimal training and technical assistance.

• Create all-encompassing customer profiles.
• Use connectors to gather data.
• Harness the power of AI.
• Eliminate Data Silos by gathering data from multiple internal and external sources.

Microsoft Dynamics 365 Customer Engagement features