Microsoft Dynamics 365 – the Key Differentiator for Exceptional Customer Service

5th October 2018

Successful businesses are built on delivering great customer experiences. Optimized customer relationships facilitate long-term retention, process efficiency, reduced marketing spends and allow business to scale rapidly while staying relevant. As businesses realize the value of ‘human engagement’ and the need to marry it with technology, lean methodologies and optimized applications will necessitate industries turn to CRM tools like Microsoft Dynamics 365 with customer service being the prime differentiator.

A study by The Economist Intelligence Unit (EIU) on behalf of Marketo, found that 86% marketers will eventually manage their overall customer buying journey by year 2020. Top technology trends such as personalization (59%) and IoT (39%) are already having a significant impact on customer experience. Companies driven by technology-enabled processes are gradually seeing a shift in their service deliverables and customer touch-points. With consumers driving the service industry, smart and flexible CRM solutions will be the only differentiating factor facilitating the scaling, evolving and continuity of businesses in today’s changing economy landscape.

Google and CEB’s recent research suggest that buying decisions are largely made by ‘emotionally connected’ consumers. They are also twice likely to purchase a product or service, with this connection driving customer loyalty. ‘Microsoft Dynamics 365 for Customer Service’ offers a virtual, intelligent, omni-channel, customer service platform that organizations can personalize to offer a well differentiated bouquet of services to their customer.

Genuine Lead Generation with Omni-channel Engagement

Forrester Research states that 84% consumers use mobiles or the web to search for answers, and a significant 73% consider the value of their time as an indicator of good service. Microsoft Dynamics 365 offers end-to-end service engagements across multiple delivery channels for better customer experience.

Lead nurture across various interfaces ensures a unified and personalized social presence with consistency in context and engagement

• Customized templates help put forth tailor-made solutions defined by customer personas, including relevant information, user interactions and other relevant data

Aligning of Sales and Marketing processes for better productivity

Businesses that run sales and marketing funnels separately, often have leads falling through the cracks. By unifying the process, the Microsoft Dynamics 365 brings about process optimization to reduce spends and ease the buyer’s journey.

• Tracking prospects through their buying journey, and moving them through funnels with automated workflows, helps identify any impediments they face
• Built-in tools and documentation aids in real-time analysis of marketing activities and collaboration across departments

Identifying customer needs with real time measure of results

Microsoft Dynamics 365 for Customer Service works with embedded intelligence to make customer interactions fruitful and personalized. Real time access and measure of customer interactions, makes business processes agile and boosts productivity.

• Social insights can be used to gain competitive intelligence, and the learning applied to marketing efforts
• Machine learning capabilities detect post-purchase sentiment, and pre-empt buying intent to chart out customer behavior.

Providing great customer service has consistently resulted in producing successful long-term businesses. With increased complexity in business applications, process automation, online buying and rapid scaling, most businesses have realized the need of a multi-channel virtual platform to tie together the business and customer’s buying journey.

Conclusion

To know more about how Microsoft Dynamics 365 can be used to personalize your customer interactions in an intelligent, non-intrusive manner, and transition your customer experience from happiness to one of absolute delight, please reach out to us at marketing@levtechconsulting.com.