Microsoft Dynamics 365: CRM that Adapts to All Your Needs
Are you looking for a CRM solution to boost the productivity of your teams both strategically and operationally? Are you choosing Dynamics 365 software from Microsoft ? This complete solution brings together all your customer data and business applications on a single platform.
In this article, we come back to the main functionalities and characteristics of this tool, which has the particularity of combining CRM and ERP .
#1. Microsoft Dynamics: a rich and complete CRM software
Microsoft Dynamics 365 is a suite of cloud-based professional applications (in SaaS mode), designed to facilitate the digital transformation of companies. His particularity ? It combines components of customer relationship management(CRM) and enterprise resource planning (ERP), as well as productivity applications and artificial intelligence tools.
A CRM combined with an ERP
Microsoft Dynamics 365 has been on the market since 2016. This CRM is the result of the marriage between Dynamics AX – Microsoft’s ERP application – and its Dynamics CRM application .
Interest for companies? This comprehensive software package can be used both by sales representatives and the marketing and customer assistance service (all areas in direct contact with customers), as well as by the Human Resources and Production departments, for example.
All these services work and collaborate with a single software, which streamlines the management of your business processes . In addition, each employee can capitalize on data previously collected and centralized on the cloud, in a customer database unique, participating in the development of the company.
A wide range of features
The strong point of Microsoft CRM Dynamics 365 software is its ability to cover. From a single platform, all the needs of a company regarding its customer relationship management. This allows the various users to have an accurate, reliable and complete view of each customer , and therefore to initiate relevant and personalized actions.
Here are the main applications available on Microsoft Dynamics 365, classified according to the services of a company:
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Dynamics 365 Sales: an ideal solution to meet potential customers on their preferred channel. And communicate with them at the right pace. With artificial intelligence and predictive scoring. Reps stay focused on actionable, prioritized sales activities. They also gain in productivity by minimizing routine tasks (manually updating the pipeline, the prospects file, etc.). And by automating sales processes. Finally, to get a unified view of interactions. The CRM provides a comprehensive timeline across all applications. Which further helps identify sales opportunities and “at-risk” customers who need attention.
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Dynamics 365 Marketing: offers a whole set of features to continuously feed the sales pipeline with qualified leads and to retain existing customers. The application notably offers the possibility of creating digital content (emailing, landing page, etc.). To consolidate your inbound marketing strategy. Set up an automated campaign scenario and organize your commercial database. Into precise segments in order to strengthen the impact of marketing operations.
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Dynamics 365 Customer Service: Microsoft gives your customers 5-star support while helping customer support process requests faster. With this management solution, you can, for example, set up an interactive knowledge base. A ticketing platform or even a live chat animated by virtual agents. Want to take your customer support to the next level? The IoT (Internet of Things) feature enables problems to be detected and resolved proactively, before customers even notice them.
#2. A scalable and customizable CRM solution
To offer an even more unified user experience, both to your customers and your employees, it is necessary to opt for a CRM tool highly customizable, which adapts to your specific needs. This notably involves its faculties of integration. However, Dynamics 365 interfaces with the vast Microsoft ecosystem as well as with many other third-party software.
Integration with the Microsoft ecosystem
The use of Microsoft Dynamics CRM is ideal if your company is already immersed in the Microsoft ecosystem. You benefit from a synergy between connected and complementary business solutions .
Adherence of your collaborators to the integration of (Dynamics 365 Business Central Implementation) will undoubtedly be easier. If they are already familiar with other Microsoft applications . You can also extend the functionality of your existing business solutions.
For example, the blowjob from your sales reps is kept up to date on Excel Online, directly integrated into the Dynamics 365 CRM. Another use case, the marketing team can share in one click by email, via Outlook, a report automatically generated on the CRM. Microsoft offers several advanced modules for managing logistics, maintenance or project management. All are centralized on a dedicated marketplace.
A set of fully modular bricks
The modular design of Dynamics 365 allows both B2B and B2C companies to invest only in necessary services and features. This guarantees better cost control while avoiding the scattering of useless modules.
The different applications and extensions are added as your company matures and your business needs evolve. The advantage is that each new stone brought to the building fits perfectly with the others. Thus offering great flexibility and a progressive learning curve .
Microsoft Dynamics is acclaimed for its solid functionality and wide scalability. Its suite of applications offers an ultra-complete work environment, which optimizes the work of sales teams . However, for VSEs and SMEs. Sometimes complex handling or the high price of the various software can be an obstacle to its integration into business processes.
For small businesses or early-stage professionals who want to start their CRM on a solid foundation. We therefore recommend turning to the tools delivered by Zoho or Hubspot CRM. Whose features and prices better meet their needs.
