Dynamics 365 Customer Engagement (formerly Microsoft Dynamics CRM) is a leading cloud-based CRM solution that helps drive sales and improve the value of your marketing.

It is made up of the following purpose-built integrated apps;

  • Dynamics 365 for Sales
  • Dynamics 365 for Marketing
  • Dynamics 365 for Service

Dynamics 365 Customer Engagement enables you to deliver better customer service for improved loyalty and increased revenue. Greater insight and better customer understanding lead to more relevant and profitable interactions. You can also improve the value of your marketing through social insights, business intelligence, and campaign management.

Strong links between Dynamics 365 and Outlook mean you can easily track contacts, emails and activities, increasing productivity.  As a member of the Dynamics 365 family, Customer Engagement is also available with Dynamics 365 Business Central. This provides integration between your accounting and CRM system, for better visibility and control.

For more information on how Dynamics 365 Customer Engagement can help your business, contact us today.

Dynamics 365 Customer Engagement

Benefits of Dynamics 365 Customer Engagement:

  • Centralized customer information which can be accessed on any device, anytime
  • Flexible and adaptable with scalable per-user licenses
  • Powerful reporting to offer more in-depth insights
  • Quick and easy to implement
  • Ability to develop more personalised customer experiences to improve sales growth
  • Streamlined business workflows and integration with Office 365
  • Ability to customise and automate workflows in line with your business needs

Key features of Dynamics 365 for Sales:

Turn relationships into revenue by personalising relationships, predicting customer needs and increasing sales. With embedded intelligence, you can get a better view of your customers and opportunities, to sell smarter.

  Sell smarter with embedded intelligence:

Strengthen relationships with personalized and relevant interactions based on intelligence that exceeds buyer expectations. Improve email communications with embedded intelligence that shows how customers interact with your emails, so you can be more proactive.

  Develop relationships with authentic and personal engagement:

Build trust with insights centred on specific customer needs and manage relationships with integration between LinkedIn and Dynamics 365. Deliver personalised content and quickly create personalized sales documents with familiar Office 365 tools.

   Boost productivity and increase revenue:

Seamlessly connect business data with Office 365 and LinkedIn data to guide sellers throughout your sales processes. Sell anytime, anywhere and accelerate deals with end-to-end opportunity management.

  Accelerate sales performance:

Get visibility into sales performance with analytics dashboards based on historical and predictive data. Create a culture that motivates and nurtures success by setting goals, monitoring results and providing feedback.

Key features of Dynamics 365 for Marketing:

Turn prospects into relationships by nurturing leads and moving beyond basic email marketing. You can connect sales and marketing, automate processes and make smarter decisions to deliver engaging customer experiences and maximise marketing ROI.

  Create seamless customer experiences:

Maximize marketing ROI with a complete view of your customers. Create cross-channel campaigns with integration between Adobe Marketing Cloud and Microsoft Dynamics 365.

  Create and nurture leads:

Attract the right prospects and nurture leads from email marketing, web landing pages, webinars, phone calls, and events. Personalize experiences, engage customers across social channels and simplify event management.

   Align sales and marketing:

Create one view of the customer, track prospects throughout their journey and prioritise leads ready for sales engagement with multiple lead scoring models and sales readiness grades.

  Make better decisions:

Focus on top priorities and measure results in real time with dashboards and PowerBI analyzers. Conduct online customer surveys and use social insights to gain intelligence and manage your brand reputation.

Key features of Dynamics 365 for Service:

Earn customers for life with customer, field and project service apps that enable you to improve customer service and exceed expectations. You can deliver a better and more personalised service, whilst successfully managing projects to deliver them on time and budget.

  Engage with customers on any channel or device:

Support your customers wherever and whenever they need it, delivering a consistent message across a range of platforms. Get deeper insights with a 360-degree customer view and personalise interactions based on past experiences.

  Learn from every interaction:

Continuously improve while reducing the cost to serve using data and intelligence to transform how you provide service. Identify trends, anticipate opportunities, and gain invaluable insights through interactive dashboards and data visualization capabilities.

   Deliver a fast and personalised service:

Give your staff the tools they need to resolve issues more quickly. Deliver more personalized support by enabling them to access all customer information in one place.

  Resolve issues proactively:

Avoid service and support issues with predictive care. Analyse data from connected devices and take action before warning signs become a problem.

How PCR Connected can help

As an accredited Microsoft partner and Dynamics 365 provider, PCR Connected can help design, implement and support your Dynamics 365 applications.

For more information on how we can help your business, contact us today.

Frequently Asked Questions

D365 Customer Engagement is a powerful Customer Relationship Management (CRM) tool that is part of the Microsoft Dynamics 365 portfolio. It allows you to manage customers, both existing and potential, to improve sales and marketing.

D365 Customer Engagement comes with AI assistance for agents and a case management system that routes customers to agents with the best matching skillset. Alongside conversational analytics, automation and reporting, there are also applications for real-time translations, engagement and more.

One of the biggest benefits of D365 Customer Engagement is that it fully integrates with all the other Microsoft applications including Outlook and Excel. This gives you access to more collaboration, intelligence and scalability tools than a standard CRM.

PCR Connected can support with the entire adoption and implementation process of D365 Customer Engagement. We also provide ongoing support and training. Speak to one of our team today for more information.