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Unshackling Superior Customer Relationship Management with Dynamics 365

Isha Memon
“Worldwide spending on customer experience and relationship management(CRM) software grew 15.6% to reach $48.2 billion in 2018.”
Julian Poulter, senior director analyst, Gartner.

Successful businesses are expediting at an unbelievable rate and the secret sauce of success is their focus in delivering exceptional customer experience.Businesses use technology-driven interactions to engage with their customers and deliver rich, personalized and effective business solutions. 

But, why should businesses go the extra mile? Simply to unlock unique insights from customer interaction that can drive additional revenue by serving them superior experiences. 

In a dynamic global economy and a digitally competent market,“Customer needs” are at the core of any business growth strategy. A centralized CRM system can easily become the most operative tool for Enterprises to keep delivering excellent customer service.The latest in high-functioning CRMs is he Microsoft Dynamics 365 customer relationship suite fostering seamless collaboration with customers in real time, while offering social engagement, social monitoring and personalization.

Why Microsoft Dynamics 365 has the winning hand

“By 2023 customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” - Gartner, Predicts 2019: CRM Customer Service and Support

Technology is gearing up at lightning speed and customer service isn’t an exception to it. Using automation and self-service portals, enterprises are more likely to free the scope of innovation.An integrated CRM is the heart of any growing enterprise. A CRM suite like Microsoft Dynamics 365 helps enterprises quickly understand and resolve customer concerns.

The centralized interface of Microsoft Dynamics CRM 365 delivers a mixture of assisted services like personalized messaging, peer-to-peer support, self-assisted services such as automated chatbots and self-service customer portals.The ultimate objective is to deliver a personalized customer service that can be replicated across all customer concerns anytime and anywhere to drive additional revenue to your business bottom-line.

How is Microsoft Dynamics 365 transforming Enterprise’s Growth?

It is a challenge to get hands-on information about your customer’s needs considering the enormous data generated daily. That’s where Dynamics 365 is changing the customer relationship landscape. Here’s what having a CRM suite like Microsoft Dynamics 365 can do for your business:

  • Centralized data, Insightful inferences

    As a centralized data sharing platform, Dynamics 365 helps enterprises derive insightful inferences using Business Intelligence to arrive at actionable insights.

  • Easy Integration Across the Ecosystem

    Dynamics 365 can be seamlessly integrated with other applications across the Microsoft ecosystem. It also facilitates CRM migration or CRM on-premise to online migrations for greater ease. You can easily automate the migration process to save time and increase productivity.  

  • Understanding Customer’s concerns

    As a unified system, Dynamics 365 tracks customer records, online chat, customer history and a variety of other customer-functions.This data is centralized while workflows are easily managed across departments and roles within a single enterprise. Easy to access and collaborate, this suite allows for decision-makers to understand customers in-depth across multiple touchpoints and serve them better. 

  • Harness every customer touchpoint

    The rise of social media and mobile applications and the emergence has outgrown the power of present-day businesses. Earlier, it was limited to specific customer touchpoints that delivered focused customer outputs. Now, technologically driven companies are building an expanding identity of consumers, which poses the need for a collaborative platform like Dynamics 365.

  • Cut down on Sales-Cycle time

    Customer data insights expedite sales and marketing opportunities. Dynamics 365 helps significantly reduce the lead closure time thanks to automation of several processes. This helps the sales professionals save important time in qualifying and understanding the lead criteria. As a result, lead conversions are faster and higher.In addition, Dynamics 365 also hasinbuilt process management functionalities where opportunities are taken care of at each phase of the sales lifecycle.

  • Scalable customer-effective solutions

    Whether the customer has data deployed on the cloud, on-premise or as hybrid, Dynamics 365 allows accessto multiple data platforms and delivers customized business solutions. From smaller to larger establishments, this system scales up the needs of the enterprise by understanding the past and current customer engagement programs and processes.

The Modern Integrated Approach to Customer Relationship Management

Microsoft Dynamics 365

How Microsoft Dynamics fosters Seamless Collaboration between Departments

Several processes within an enterprise lead to exponential growth of data. This makes it challenging to manage multiple stakeholders accessing and relying on the database. As a result, it creates an invasive chaos between stakeholders of the same database accessed by internal teams like sales, marketing and operations or external suppliers. In the end, it becomes difficult to serve customers with the efficiency that growing enterprises need.

For instance, a leading door installation and consulting service provider approached Cygnet with multiple communication and collaboration issues within their organization. Distinct office locations and non-collaborative software for employees to access data resulted into delayed orders, mismanaged order management, irregular workflows and lack of integration between external supplier portal and internal agents.

Cygnet discovered the underlying issues and proposed a practical resolution. The team delivered customized Microsoft Dynamics™ CRM solution that matched the client’s requirements. It provided complete customer relationship management and integrated administrative task management between the company’s service department, account department and external suppliers. As a result, the client was able to deliver orders on time, maintain custom workflows with project consultants and seamlessly manage each closure even on third party retailer’s site. 

Dynamics 365 is a powerhouse of improved productivity when you have the right technology partner to implement it for you. Cygnet is a Microsoft certified Gold Application Development partner delivering customized Microsoft technology solutions and services for 17 years. For further queries feel free to reach us at inquiry@cygnetinfotech.com or call us on +1-609-245-0971.

Isha Memon

Isha Memon is a marketing communications professional with a decade long experience in branding and communications. Her communications degree and diverse experience across multiple industries lends her the unique ability to think from different points of view. As the Content Manager, she leads the content team at Cygnet Infotech closely working alongside the digital marketing team. An avid reader, marvel fan and meme lover, Isha loves to write fiction and poetry when she’s not working.

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