The enormous rush to measure sales and customer satisfaction has cultivated a suite of new tools and technologies for data-driven businesses like yours. But nothing quite hit the spot like Microsoft Dynamics 365 Customer Engagement, which packages four tracking apps into a single hub for unprecedented sales insights.
Microsoft Dynamics 365 Customer Engagement (CE) is so much more than another analytics platform for sales. For most users, it’s a necessity. Without it, companies can’t track sales and customer satisfaction pipelines. Or measure win and loss rates. Or discover customer-focused insights. Or build relationships.
In this guide, learn why you need CE to move customers through your sales funnels and why you should work with a Microsoft Dynamics 365 partner to guarantee successful implementation.
Table of Contents
- A (Very) Brief History of Microsoft Dynamics 365 Customer Engagement
- Why is Microsoft Dynamics 365 CE So Valuable for Sales?
- Why Do Businesses Struggle With Microsoft Dynamics 365 CE Implementation?
- The Benefits of Working With a Dynamics 365 CE Partner
- Final Word
Marketing to sales to client service continuity is a challenge. Dynamics Consultants Group develops custom Dynamics 365 implementation processes that make your systems more viable and adaptable. Schedule a Teams meeting to discover more.
A (Very) Brief History of Microsoft Dynamics 365 Customer Engagement
CE is just one of many products that make Microsoft Dynamics 365. It lets users track four operations and generate real-time actionable insights about those operations via an easy-to-use modern platform with integration capabilities. Unlike other similar platforms, users can integrate CE with multiple plug-ins — think apps for LinkedIn and Microsoft services like Outlook and PowerPoint — that provide deep data insights. Business Central, another platform in the Dynamics 365 ecosystem, takes care of backend business activities such as managing stock and processing orders as CE delivers incredible insights for sales teams of all sizes.
CE tracks these four operations:
- Customer service
- Field service
This guide focuses on how CE powers sales and why it’s such a business-critical tool for teams.
Why is Microsoft Dynamics 365 CE So Valuable for Sales?
Sales teams need data to do their jobs — and lots of it. That’s where CE comes in. It makes life easier for these teams by tracking all things sales-related in one place and providing sales agents with a single source of truth for data analysis. With CE, users have a 360-degree overview of all customers that engage with your organization. The tool tracks these customers at multiple touchpoints, generating a constant stream of data about a customer’s behavior, actions, and interests. The result? Your sales team makes better decisions and meets their performance targets. It’s simple as that.
With so many integrations, users track sales objectives on third-party platforms and other products from Microsoft. Doing so shortens sales cycles considerably. Teams have the data they need to secure a deal, win over a client, upsell or cross-sell a product, build relationships with customers, and generate revenue for your organization.
Think of CE as an extra pair of hands for your sales team.
New Microsoft Dynamics 365 CE Features for 2021
Microsoft announced some new CE features in June 2021:
- Usability enhancements for timelines so agents can access more details without having to scroll
- An improvement layout for knowledge search results that streamlines scanning and reading
- Enhancements that help agents manage their queues
- A new calendar that manages work hours
- Usability upgrades for CE on mobile devices. This feature will benefit field sales teams that use smartphones to track sales objectives
“The Dynamics 365 Customer Engagement (on-premises), version 9.1 update introduces many feature enhancements designed to empower marketing, sales, and service teams,” says Microsoft.
Microsoft Dynamics 365 CE supports your sales processes from prospecting through to close. Dynamic Consultants Group provides premier support and consulting so you can get more value from this tool. Click here to schedule a Teams meeting and learn more about Dynamic Consultants Group’s various services, including Dynamics 365 CRM implementation and more.
Why Do Businesses Struggle with Microsoft Dynamics 365 CE Implementation?
Sales might be one small part of CE, and CE might be one small part of the entire Microsoft Dynamics 365 platform, but that doesn’t mean it’s easy to integrate this tool into your organization. That’s because you’ll need to migrate data to CE and build pipelines that sync data between multiple sources. And that requires an expert.
Many users struggle to implement CE for sales and give up when the platform doesn’t produce valuable sales intelligence. That’s a shame because no other sales tool on the market delivers such actionable insights for your agents.
Even if an implementation is successful, organizations might find it difficult to navigate CE for sales. Users need to integrate the tool with the most valuable sources, apps, and Microsoft products. Otherwise, sales teams won’t have access to the data they deserve.
The Benefits of Working with a Dynamics 365 CE Partner
A Microsoft Dynamics 365 CE partner solves the above challenges. Working with one guarantees successful implementation and gives you more value from your investment. You’ll improve your sales objectives and make it easier to track wins/losses, upselling, leads, revenue, engagement, customer value, and other sales-related data.
Dynamic Consultants Group (DCG) has the missing puzzle piece for CE implementation. It takes care of data migration and system implementation for you and provides ongoing support and consulting for CE and the Dynamics 365 platform. DCG’s solution might not be radically different from other companies, but it’s superior. That’s because it focuses on building a relationship with you and your sales team. And with that relationship comes long-term support and customized service from CE implementation onwards.
DCG takes a unique approach to implementation than other potential partners. It makes sure everyone in your sales team understands the process and what data will transfer to the new system. Then DCG creates a custom schedule for migration based on your requirements, reducing downtime as much as possible so agents can continue with day-to-day tasks.
Here are some benefits of working with DCG:
- Generate more leads
- Increase revenue
- Track sales in one place
- Remove the bottlenecks associated with Dynamics 365 CRM implementation and incorporating other technologies into your organization
- Reduce implementation costs and timelines
- Get ongoing support and consulting from world-class Microsoft experts
Why spend time and money on a new sales tool if your team can’t use it? Or doesn’t get value from it? Microsoft Dynamics 365 Customer Engagement is a powerful weapon for sales, but you need a partner that truly understands it.
DCG is the No.1 Dynamics 365 partner, with a broad range of support and consulting services that deliver value. DCG focuses on relationship-building, assisting your sales team as they benefit from the Dynamics 365 platform.
Reduce Dynamics 365 CE implementation costs and timelines when working with a certified partner like Dynamic Consultants Group. Schedule a Teams meeting to learn more.
Andrea Domerese is the Marketing Events Coordinator for Dynamic Consultants Group, creating content and managing the social media platforms. She discovers the latest local restaurants and decorates an office space or two during any free time.