In an era where customer relationships mean more than anything to achieve business success,  organizations need powerful Customer Relationship Management (CRM) tools that help nurture client relationships and deliver actionable insights into customer behavior.

This is where Microsoft Dynamics 365 Customer Engagement can come in to help!

Microsoft’s Customer Engagement apps empowers organizations with dynamic insights and management capabilities to deliver exceptional customer experiences and streamline internal business processes across teams and departments.

Read on to learn more about Dynamics 365 Customer Engagement and where our Microsoft Dynamics consultants can come in to help.

What is Microsoft Dynamics 365 Customer Engagement?

Microsoft Dynamics 365 Customer Engagement apps is an on-premise, integrated CRM solution that helps companies improve their overall marketing capabilities, boost sales productivity, and provide exceptional customer service for users.

It leverages all the capabilities from Microsoft Dynamics 365 Sales, Marketing, Customer Service, Field Service, and Project Operations to improve customer interactions and enhance user experiences – all on one platform.

These integrations allow users to merge client data to help build strong and lasting relationships, improve customer engagement, and increase productivity. With a broader view of client data, Dynamics 365 Customer Engagement enables users to understand their clients better, gauge their customer journey, meet (and exceed) their needs, and customize interactions with each customer segment.

D365 Customer Engagement delivers various feature enhancements in Version 9.1 to empower sales team, customer service, and marketing teams to perform better and improve overall productivity.

Features of Dynamics 365 Customer Engagement

Here are some of the main features D365 CE offers for business users:

Build Strong Customer Relationships

Dynamics 365 Customer Engagement offers an organized and easy-to-access place to store data about new prospects and existing customers. 

As companies begin to work with customers, internal customer engagement teams will enter some critical customer data; however, some data can also be pulled from other sources like Facebook, Twitter, and external accounting systems.

Once the data is integrated and stored in the system, customer engagement teams can begin actual customer-relationship-building processes. 

With Dynamics 365 Customer Engagement, users can leverage actionable insights to keep up with what’s happening on internal teams, manage day-to-day operations, and make informed decisions about supporting customers and building strong long-term relationships with them.

Be Productive From Anywhere

With pre-built mobile enablement features, users can access Dynamics 365 Customer Engagement on their iOS devices, Android devices, and existing web browsers to assist customers from any location on any device. The mobile version of Dynamics 365 Customer Engagement operates similarly to the desktop versions, offering fully integrated functionality and connection across platforms.

To ensure users have the security permissions needed to download and use the app, they may need to verify access permissions and user authentication procedures with system management teams. 

Users can also work directly from Outlook, ensuring a more simplified experience without the need for complex system integrations or change management procedures. For more information about the Dynamics 365 Customer Engagement offerings, speak to your system administrator or refer to the App for Outlook’s Basic navigation.

Valuable Learning with Customizations

With fully integrated customer management capabilities in Dynamics 365 Customer Engagement, users can efficiently manage and optimize basic tasks, even if their system has been customized to match business needs or they use different names or screens than when their system was initially implemented.

Some basic customer management tasks remain the same across systems, regardless of the level of customization or your team’s familiarity with each customization.

Microsoft Dynamics 365 Customer Engagement Apps

Here are a few key applications included in the Dynamics 365 Customer Engagement platform:

Dynamics 365 Sales

The Dynamics 365 Sales platform allows companies to supply their sales team with the necessary information to track and manage the sales cycle from the initial deal capture to the final deal closure. Microsoft Dynamics 365 Sales Microsoft leverages business intelligence functionality to centralize client data and provide actionable insights to produce a seamless, flexible, customized sales experience.

Dynamics 365 Marketing

With Microsoft Dynamics 365 Marketing, organizations can create multi-channel marketing campaigns, leverage lead-scoring techniques to prioritize leads, and use AI-driven insights for better-targeted campaigns. Users can also create custom journeys to connect with clients, foster enduring customer relationships, and ensure marketing capabilities and initiatives align with revenue targets over time.

Dynamics 365 Customer Service

With the Dynamics 365 Customer Service platform, companies can encourage their service teams to deliver omnichannel engagement and quickly resolve queries as they arise. Microsoft Dynamics 365 Customer Service allows businesses to provide client-focused support quickly with transparency into performance and operations, user-friendly dashboards, and in-depth analytics reports.

Dynamics 365 Field Service

Companies can boost their internal and external field service delivery with connected data insights and predictive maintenance in Dynamics 365 Field Service. Users can react quickly with Microsoft Dynamics 365 Field Service by leveraging total insight into service history, assets, maintenance logs, SLAs, and more. To promote proactive service, the Field Service platform makes it easier to equip technicians with the right equipment and resources in the right place at the right time.

Dynamics 365 Project Operations

Dynamics 365 Project Operations functionality allows internal teams to win more bids by improving contract management, project quotes, forecasting, estimating, and scope. By providing complete visibility into critical processes like resource optimization, opportunity management, usage, project planning, and billing, Microsoft Dynamics 365 Project Operations delivers a smooth project flow across the entire organization.

Security Settings

Depending on your particular role or function, Dynamics 365 Customer Engagement apps offer security settings that can align with specific user authentication requirements and may limit your access to particular features, data, or screen fields.

If you don’t have access to specific data or processes in the Dynamics 365 suite or an area of the software is designated as “read-only,” you may need to request more advanced security permissions than are typically provided in your role.

Microsoft discontinued the Dynamics 365 for Customer Engagement SKU/license plan in October 2019. The following Dynamics 365 apps and services were part of Dynamics 365 for Customer Engagement:

  • Dynamics 365 Marketing
  • Dynamics 365 Customer Service
  • Dynamics 365 Sales
  • Dynamics 365  Field Service
  • Dynamics 365 Project Service Automation

Benefits of Microsoft Dynamics 365 Customer Engagement

Here are some key benefits Microsoft Dynamics 365 offers for organizations across industries:

  • Provide customer support whenever and wherever it’s needed
  • Improve team productivity and efficiency
  • Leverage data and analytics to prioritize leads
  • Facilitate fast decision-making with insights into client interactions
  • Provide a unified source of information about leads and clients
  • Personalize communications, services, and offers for customers
  • Offer access to cloud-based functionality
  • Ensure a consistent buyer experience across teams and departments
  • Promote integration with other Microsoft solutions
  • Improve client experience with insight into client needs

How Can We Help?

Whether you need help getting started on your Microsoft Dynamics 365 journey or you’re looking for a proactive service solution to improve customer engagement or secure more deals, Surety Systems can help.

Our senior-level Dynamics consultants have the operational skills and experience you need to successfully implement a new Microsoft Dynamics solution or facilitate stronger integrations between existing solutions. Our Dynamics 365 consultants also support your needs long after the go-live date, ensuring you have everything you need to gain the biggest payoff from your Dynamics investment.

Contact Us

Are you interested in learning more about Microsoft Dynamics 365 Customer Engagement or how our senior-level Dynamics consultants can help your organization?

Contact us today!