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Tania Konczynski, JOVACO Solutions

Using Workflows to Optimize your Business Processes in Microsoft Dynamics 365

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One of the major advantages of the Microsoft Dynamics 365 and Microsoft Dynamics CRM platforms is that they can be easily adapted to fit your business needs and optimized to match your organization’s processes. One simple way to improve productivity is through the use of workflows. This feature makes it easy to streamline your business processes and increase the efficiency of your resources by eliminating manual tasks that can lead to errors or oversights.

Many manual tasks can be automated thanks to workflows. These can be triggered manually or automatically according to your needs and the situation to achieve a number of things: create or update records, create tasks or activities, send emails or alerts, and track the approval process, just to name a few.

Create and Update Records

Workflows can automate the creation of new records, such as new client accounts or contacts, to ensure the standardization of the process. They can also be used to automatically update these records or change the type, for instance whenever an opportunity is won and is converted to a client. By automating such processes, you ensure that accounts are up to date and free of errors while also saving time for your resources to perform other tasks.

Launch Tasks and Activities

Activities can be created automatically to be carried out by specific resources when certain conditions are met. This can be used as a reminder or notification that they need to perform a task such as a phone call or an approval. Another example is the order process, which can be sent through different approval routes depending on the amount or other criteria. Follow-ups can also be initiated through workflows to ensure that your staff are reminded to speak with a certain client. This optimizes the customer service experience that your organization offers by allowing you to ensure that the client is satisfied before closing a service request.

Automate Emails and Alerts

Email notifications can be set up easily and are a great way to enhance your operations. In the case of communications sent to clients, this allows you to touch base or notify them regarding events in a timely manner with a minimum of effort. For example, welcome emails can be sent automatically to new clients or they can be notified that their support case is currently being handled. Your employees can also be sent emails to prompt them to perform a certain task or make them aware of recent changes.

Fast-track approvals

Whenever needed, workflows can automatically direct approvals to the appropriate person to hasten the process. Managers can receive alerts to notify them that approvals are pending. Some examples of approval types may be: validating client information, deciding whether a lead is qualified or not, or approving products and credit limits. By managing these different approvals and validations within the CRM, you can keep track of where they are at in the process and follow up in case of bottlenecks to ensure that these operations are carried out quickly and are not stalled during this time.

In general, workflows are easy to set up and can save you time and effort in a million little ways—which at the end of the day, can add up to quite a lot across your entire organization. To learn about other tools that are at your disposal to streamline your processes and optimize the use of your CRM, read our case study to find out how a not-for-profit organization optimized its processes with Microsoft Dynamics CRM.

By JOVACO Solutions, Microsoft Dynamics 365 and Microsoft Dynamics CRM specialist in Quebec

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