In this cut-throat marketing landscape, customer insights can help you to stay ahead in the competition. As customers’ expectations are growing exponentially, customer insights will enable you to better understand your customers, helping you make better decisions about how, when and what to sell them. With more informed decisions, you can make your campaigns or strategies more effective and more efficient that will eventually result in increased profitability. Microsoft Dynamics 365 Customer Engagement is one such tool that will enable organizations to leverage data to deliver more personalized experiences.

What is Microsoft Dynamics 365 Customer Engagement?

Microsoft Dynamics 365 Customer Engagement is a suite of cloud-based, award winning business applications that deliver unified CRM and ERP capabilities to transform your business processes while enhancing productivity. These applications can be purchased as a stand-alone product or part of the Dynamics 365 Suite; enabling you to start with what you need while adding applications as your business grows. These intelligent applications work seamlessly together in the cloud across sales, customer service, field service, operations, marketing, and project service automation. Dynamics 365 Customer Engagement provides out-of-the-box functionality and can be configured easily to cater for the more unique requirements both now and in the future.

With breadth of capability and scalability to meet even the most demanding of business scenarios Microsoft Dynamics 365 Customer Engagement features following Apps –

Dynamics 365 Customer Engagement – Empowering you to foster lasting relationships

Omni-channel capabilities – Dynamics 365 Customer Engagement enables you to build trust and long-term relationships by delivering unified experience regardless of channel. With 360-degree view of the customer, including full history of interactions, user preferences, and relevant customer information, Dynamics 365 Customer Engagement enables your team to engage customers with consistency and personalization.

Digital Intelligence – Leveraging business intelligence, you can automate business processes to empower salespeople to take the lead on working through the sales cycle. Predictive analytics and automated lead scoring in D365 Customer Engagement delivers the data necessary to grow your business and increase pipeline growth. The guidance delivered from in-built Business Intelligence enables your agents to deliver consistent answers to customer questions across channels. With self-service portal, searchable knowledge base and online community space, your customers will be able to access their account information and find answers to their questions on their own.

Tracking & Control – With D365 CE, your sales team can organize and share customer information in real-time – to easily track leads, view customer info, and open support cases. You can perform more precise appointment scheduling — to fit more appointments into the day by manually or automatically scheduling resources. You can match the skill sets of field technicians while allocating work. Alongside, you can also consider geography, availability, truck inventory, regulatory requirements, customer preferences, and service level agreements into account while making appointments.

Unified Knowledge – By centralizing information, your agents will provide consistent answers to customer questions across channels. By delivering single view into important information like scripting, entitlements, or recommendations, your agents can provide high-caliber service in an instant. By managing & maintaining the accuracy of service contracts and installed products, you can efficiently deliver fast service & response to create awesome customer experience. Furthermore, self-service portal with a searchable knowledge base and online community space enable customers to access their account information and find answers to their questions on their own.

The Bottom Line

With Dynamics 365 Customer Engagement, you can efficiently gain actionable insights that can be used to make more informed decisions. So, Get Dynamics 365 Customer Engagement to transform your business processes to improve productivity.