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Sales
- Notify sales teams when a customer enters a service ticket or inquiry.
- Process Flow. Shorten ramp-up times and increase deal size with an event-driven sales process that guides your sales rep’s actions.
- Centralized Data. Centralize customer interactions and transactions—both current and historic—to keep salespeople on task.
Customer Service
- Dynamically guide agents to the right actions by surfacing relevant information exactly when they need it.
- Process Flow. Create work orders and schedule and dispatch technicians with relevant customer information.
- Centralized Data. Deliver value at every touchpoint with a 360-degree view of each customer’s journey.
Field Service
- Automatically schedule the technician with the right job skills and best location to fit in more appointments per day.
- Process Flow. Provide mobile access to back-office information so technicians can update work order details and initiate the billing process.
- Centralized Data. Synchronize and track inventory down to the truck level with real-time visibility for higher first-time fix rates.
Project Service Automation
- Enable intelligent and relevant skills-based assignments with real-time visibility to resources using a unified scheduling engine.
- Process Flow. Prioritize project-based sales opportunities with built-in intelligence to plan for successful outcomes.
- Centralized Data. Anticipate resource demand and ensure the right resources are on the right projects, keeping utilization high.
Marketing
- Use configurable templates, reusable content blocks, design tools, and videos to deliver content based on customer engagement.
- Process Flow. Prioritize leads, automate hand-off, and track progress with shared information and connected processes between sales and marketing.
- Centralized Data. Improve marketing ROI with embedded intelligence and analytics that track marketing performance.
Finance and Operations
- Optimize workforce productivity with role-based workspaces that provide intelligent automation, task prioritization, and integration with Office 365 applications.
- Process Flow. Minimize operational costs across business geographies with financial process automation, encumbrance, budget planning, budget control, and three-way matching.
- Centralized Data. Improve product quality by identifying and resolving issues through real-time insights and predictive intelligence.
Talent
- Welcome new hires with personalized onboarding checklists and clearly defined processes that reduce administrative burden.
- Process Flow. Collaborate during the hiring process, sharing candidate information through talent sourcing, recruiting, and selection.
- Centralized Data. Support professional development by tracking employee accomplishments, certifications, and training.
Retail
- Acquire inventory from the right vendor at the right price and allocate and replenish stores based on season, market demand, and competitive pressures.
- Process Flow. Give customers the convenience and flexibility to buy in-store, pick up in other locations, or get home delivery through connected ordering and fulfillment.
- Centralized Data. Support omnichannel buying with real-time product, customer, inventory, and order visibility.
To find out more download the full white paper: “But Really…What is Microsoft Dynamics 365?” The not-too-technical, not-too-salesy guide to Microsoft’s new cloud business management solution.
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By CRM Software Blog Writer, www.crmsoftwareblog.com
