What is Microsoft Dynamics 365?
Microsoft Dynamics 365 is an online platform from Microsoft which merges CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning).
Microsoft Dynamics 365 does away with the silo thinking of IT and approaches ERP and CRM as connected and flexible processes.
Dynamics 365 consists of different applications that can handle different processes. Explore the processes here.
Advantages with Microsoft Dynamics 365
Until now, silo thinking in IT has led to a sharp distinction between ERP and CRM. The business handles its back office functions through the ERP system, developed and designed to support financial transactions: An order is created, an invoice is sent to the customer, the company receives payment, and the item is sent to the customer.
The CRM system is developed and designed to support the company’s relationship with the customer:
- Which dialogue did we have with the customer before we received the order?
- Has the customer been satisfied with the purchase?
- Were there complaints from the customer and how did we handle them?
Microsoft Dynamics 365 has been developed and designed to support ERP and CRM in the way we actually work with ERP and CRM in the real world: the company’s customer relations are both transactions and relationships, closely knit together.
How Dynamics 365 works
Organise and automate business processes
Dynamics 365 was developed by Microsoft to help companies improve their marketing, sell more effectively and provide good customer service, all with the purpose of managing the company’s customer relationships and boosting customer satisfaction and loyalty.
The most satisfied customers are rarely the ones treated uniformly, but rather those who are treated differently. With Dynamics 365, you can organise and automate your business processes in marketing, sales and customer service, creating tailored customer experiences which yield satisfied and loyal customers.
The core of Dynamics 365 is made up of a number of applications with business processes tailored and optimised for different objectives, allowing the company to work efficiently and intelligently at all points of contact with its customers.
Advantages with Dynamics 365
You gain an overview and insight into your customer relationships, building customer trust and loyalty, because Dynamics 365 helps:
- Tailor customer experiences by engaging customers in the right way at the right time and in the right place.
- Create proactive experiences by determining the next interaction with your customers based on insights.
- Make customer engagement more predictable by leveraging internal and external data to find patterns and trends, and using the information to improve and optimise the customer relationship.
At the same time, Dynamics 365 delivers a good return on investment, because well-designed and efficient business processes reduce costs and increase profitability.
ERP and CRM in one platform
ERP and CRM merge in Dynamics 365, allowing you to get an overview of the company’s many diverse touch points with customers, manage and streamline business processes and visualise connections and patterns across of both company and customers.
Dynamics 365 is a cloud-based platform with a variety of intelligent applications for managing business processes within Sales, Customer Service, Field Service, Project Operations, Marketing, Business Central, Artificial Intelligence and Mixed Reality.
Think big, start small
You can choose to start with individual applications and then add applications as the need arises, allowing the organisation to keep up. All applications are tightly integrated and work together seamlessly based on Dynamics’ common data model, which is also shared by Microsoft Office 365.
How can MicroPartner help?
When installing Microsoft Dynamics 365 it is always a standard out of the box solution with Microsoft terminology and processes and not attuned to your company, your terminology or processes.
Perhaps you need additional functionality and integrations beyond the standard solution, that suit your specific needs?
Customizations give a better user and customer experience because they are rooted in your business and will add value to your business.
MicroPartner will help you customize the system and make integrations. When you introduce a new system, the organization usually alters existing business processes and develops new processes. As a result, we will help you getting an overview of your processes and how they can be implemented in the system.
Finally, we will also help you with training. In our experience, the training is essential to the long-term position of system within the organization. We can adjust the training together, so it will fit your needs.
With Dynamics 365 Artificial Intelligence (AI) you can give people across your organization access to relevant insights, that lets them take informed actions, and improve customer experiences.
With Dynamics 365 Business Central you can grow beyond the limits of your basic accounting software. You get an all-in-one business management solution that helps you connect your business and make smarter decisions.
With Dynamics 365 Customer Service you can improve customer service through a single, unified experience that delivers end-to-end service across every channel—earning customer loyalty and empowering agents.
With Dynamics 365 Field Service you can increase customer satisfaction with intelligent scheduling, native mobile support, and remote asset monitoring to help you get the job done right the first time.
With Dynamics 365 Human Resources you can optimize your HR programs, make your organization more flexible and get insight in your workforce.
With Dynamics 365 Marketing you can connect sales and marketing, automate processes, and make smarter decisions to maximize your marketing ROI.
With Dynamics 365 Mixed Reality you can work together in a new way. With Mixed Reality, you can through different applications strengthen cooperation between your employees – and optimize operations.
With Dynamics 365 Project Operations you can connect all relevant business units needed in order for you to deliever succesfull and profitable projects with one application.
Read more about Project Operations.
With Dynamics 365 Sales you can bring digital intelligence into each deal to better predict your customer’s needs—and deliver the personal attention that builds relationships and revenue.
Red Lion Hotel Corporation
Watch the video to learn how Red Lion Hotel Corporation, one of the largest hotel chains in the U.S, has transformed their business with Dynamics 365 and Office 365.
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