Customer Journey mapping and optimizing customer experiences have always been a hot topic for discussion. Customer journey maps enable organizations to find opportunities to ensure the best possible customer experience with their products and services. With customer journey maps, organizations get holistic view of entire customer experience across multiple channels. Through this, they identify opportunities on how to improve this experience. Complete customer profiles, phases of journey, pain-points, positive experiences, & touch points are few aspects that enable organizations to optimize customer engagement experiences. Microsoft Dynamics 365 for Customer Engagement is one such cloud-based business management suite that can enable you to deliver awesome customer experience.

With unified CRM and ERP capabilities, Dynamics 365 for Customer Engagement transforms your business processes, enabling you to drive personalized engagement. Dynamics 365 Customer Engagement is a bundle of cloud-based business applications that can be purchased as a stand-alone product or part of the Dynamics 365 Suite.

These applications work seamlessly together across Sales, Customer Service, Field Service, Project Service Automation and Marketing applications. By bringing together CRM, ERP and Business Intelligence, Dynamics 365 Customer Engagement helps to unify strategies across Sales, Customer Service, Field Service, Marketing, & Project Service Automation while improving productivity, relationships and processes through digital transformation.

Optimize Customer Experiences with Dynamics 365 Customer Engagement

Omni-channel Capabilities – As today’s customers expect a unified experience regardless of channel, Microsoft Dynamics 365 equips your agents with productivity tools, enabling them to satisfy changing customer demands across channels. With 360-degree view of the customer, including full history of interactions, user preferences, and relevant customer information, Dynamics 365 enables organizations to deliver personalized and consistent customer experiences.

Business Intelligence – Leveraging Business Intelligence, your team can easily gain social insights that enable them to target the right leads, contacts, and opportunities in their pipeline. Predictive analytics and automated lead scoring in Dynamics 365 Customer Engagement delivers necessary data to grow your business and increase pipeline growth. With support for seamless integration with Office 365, Dynamics 365 equips team with tools they need to deliver awesome service experiences.

Contract Management – Dynamics 365 Customer Engagement centralizes customer information, delivering real-time visibility to drive more engaging experiences. With Dynamics 365 , you can easily manage and maintain the accuracy of service contracts while getting 360-degree view of customer preferences and history.

Out-of-box Customer Engagement – With the help of self-service portal, you can enable customers to track service activities and self-schedule appointments. By seamlessly sharing quote, contract, and scheduling information, Dynamics 365 For Customer Service Enterprise helps in improving trust. With access to consistent customer information, Microsoft Dynamics 365 ensures every team member has a single source of truth.

Visibility & Insights – Real-time dashboards with drill-down capabilities enable organizations to go from data to insights. By setting goals, monitoring results, and providing timely feedback, organizations can easily ensure best practices with interactive help and documentation.

Mobility – Dynamics 365 Customer Service Features enables you to work even on the go, even without connectivity. With support for native mobile apps that delivers contextual news, social data, and task flows to intelligently drive customer service processes.

The Bottom Line

We can say that Dynamics 365 Customer Engagement enables you to optimize customer experiences. With D365 CE, you get productivity apps that help you to efficiently drive customer engagement. By gaining comprehensive insights about customer journey, you can offer personalized experiences to drive more revenue. As an all-in-one customer management business suite, Dynamics 365 Customer Service Professional not only improves customer experience strategy, also ensures that customers do not fall between the various cracks that may appear as the customer moves across multiple touch points.

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