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All the Dynamics applications work seamlessly together to manage specific business processes across, Sales, Customer Service, Field Service, Operations, Project Service Automation, Marketing and Business Analytics

Marketing: Identifying and managing leads

Data has become the new currency, and organizations can create and have access to more of it, and faster than ever before. The challenge is how to transform it into intelligence that generates action and drive outcomes. Microsoft Dynamics 365 for Marketing helps you managing and automating: Multi-channel campains, Lead Nurturing, Event management, Embeded inteligence and Reporting.

Sales: from lead to invoice, territories, competition, goals

There are no two businesses tht are the same. Even businesses that reside within the same industry might have different terminology that they use or how they refer to particular business concepts. Microsoft Dynamics CRM Sales configurable module is a tool that helps facilitate any organization's customer relationship management strategy.
It helps capture opportunities wich leads managers quikly assess the profitability and create contracts.
The various elements of the sales module can apply to different businesses and have it support their business processes, Goals, and strategies by managing: The sales process (from lead, opportunity, quote, order to invoice), Product catalog, Price lists, Discount lists, Sales teritories, Competition, Currencies, Measuring units, Metrics and goals, Sales Analysis and reporting

Customer Service

We all probably have had at least one bad customer service experience in our time. And have you ever heard the saying, when someone has a good service experience, they will tell one person; when they have a bad experience, they will tell ten? Generally it's more expensive to lose an existing customer than it is to win a new one. With all this said, there are indications of how important customer service is and how important it is for customer service agents to be able to handle customer issues in a quick and efficient manner. To be able to do that, it is necessary for the agents to have all the pertinent information in front of them such as: Who's the customer? What issues are they having? Are they having other issues as well? Are they related? Have they had these issues in the past? What was done to resolve them? Is there an article that will help resolve the issue? Do they have a service contract with us? These are all questions that agents will probably ask when working with customer issues. The customer service module for Microsoft Dynamics 365 focuses on how an organization can nurture customer satisfaction through automation of business processes and valuable tools by: Managing cases, Converting cases from email, Managing SLA's, Managing entitlements, Organising activity using queues, Managing scripts and aticles used by customer service agents.

Getting Feedback

It's really becoming more and more important that when you work with your customers, you want to engage them.  And that's why you're seeing a lot of organizations do things like portals to engage with their customers because they want to give them more of a controlled environment that they can engage and access with those clients and act on that information. And that's really an area where this Dynamics 365 Voice of the Customer for sales and service comes into play. By giving you the opportunity to reach out to your clients proactively and collect information based upon that stuff, we now can go out and use that information for marketing. How are we going to market to our customers? What are products and services that people are interested in? Are there areas that, from a service offering, that we could go out and engage better or market better from that perspective? So it just provides all this information to really get more feedback and realtime input from your customers. 

Project management

Microsoft Dynamics 365 for project service automation helps you buid  trusted customer relationship and a solid reputation for delivering outstanding project experiences. Project service automation extends Dynamics 365 to provide a single system of customer engagement for project Sales, Resourcing, Delivery and billing, calculating profitability, creating contracts, track labor rates and generate statements of work. project planing tools and templates make it easy for sales managers to collaborate with project managers to estimate and define the work  so costs, efforts and sales value are clear ast the final proposal is submitted.

Fiels Service

When you think about how businesses work today, Field Services are a real major component in today's customer service landscape, specifically if you think about all the different types of environments where technicians or, you know, people will go out and actually interact with customers in some facet. 
And having an optimized Field Service solution is critical to that aspect. Not only is it critical to what you're going to deliver to your customers today, but when you look at different things that are working their way into today's world such as the Internet of Things and machine learning, if you have a very solid foundation built for your Field Service implementation, that's only going to really help to enhance what you deliver to your customers because now maybe you can even get into some of the predictive analytics and you can start to really anticipate things before they happen and turn into more of a proactive model as opposed to a reactive model.  Dynamics 365 Field Service module helps you save fuel by better optmize the routes, allocate the best resource, managing mobile warehouses stock trough the process of work Order Generation, Schedule&Dispatch, Service delivery, Rewiew and Bill

Social Engagement

The speed at which we do business, and the number of channels we're using to do it, are both rapidly increasing. Employees and customers have a wide array of choices when it comes to communicating, and social media channels are key components of the customer journey as customers connect with your brand, your employees, and each other.
Social media is no longer relegated to a select few in the marketing department. Empower a broader set of employees and connect with customers by using Dynamics 365 Social Engagement. Social Engagement puts social media at the fingertips of your sales teams, customer service agents, and everyone across the organization. Service agents can meet customers on the channel of their choice—on social media or through more traditional service channels—to solve problems effectively. Sales teams can gather intelligence, source new leads, and build credibility through social selling. Marketers can measure and manage brand reputation. Employees in any role can leverage social insights to better understand the voice of the customer. You can harness the power of social media to go beyond likes or shares to create real, measurable business results.


Microsoft Dynamics 365 - Gamification is a solution that enables employees to participate in individual and team-based competitions that motivate them to achieve certain pre-defined KPI’s by offering prizes, awards, privileges, and recognition.
The solution relies on fun, engaging activities that drive collaboration and competition to increase performance and participation. Employees compete in games with sports themes, draft teams, or root for their favorite teams. The solution uniquely encourages broader participation by getting more employees in the game.
Organizations see increased performance, productivity, and adoption of business applications. Performance KPI’s are based on any activity tracked by Dynamics 365, such as leads created, deals closed, specific products sold, cases resolved, call handle times, and timesheet submissions.

Business Intelligence

The Service Intelligence for Microsoft Dynamics 365 in Sales  and Customer Service  provides the components to put sales and customer service at the forefront of an organization's intelligent customer engagement strategy. It focuses on how an organization can utilize a database of Knowledgebase articles to create an environment where users can easily provide standardized answers to customer questions. Real time dashboards as well as some of the core analytical tools to provide insights on how to improve Sales profitability and Customer Service.
PowerBI dashboards provide you with a 360-degree view of your business with realtime dashboards connected to your most important business data.
When you create a new dashboard in PowerBI, you can add all the multiple visualizations one by one and place them wherever you choose. There's already a large variety of visualizations to pick from, but you can also import custom ones from other external sources.   

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