What Is Microsoft Dynamics 365?

Microsoft Corporation has been revolutionizing the worlds of technology and business since its inception in the late 1970s. Since then, the company has introduced numerous top-notch solutions aimed to make our professional lives better. Microsoft Dynamics 365 CRM and ERP system is not an exception. In this article, we will explain how MS Dynamics 365 works and what benefits it delivers to a variety of businesses across the globe.

What Is MS Dynamics 365?

Microsoft Dynamics 365 is a SaaS cloud-based platform that combines customer resource management and enterprise resource planning services and applications aimed to drive business growth and accelerate the company’s results. The platform’s capabilities are broken down into several powerful applications and numerous features allowing businesses of any size to start with the functionality they actually need. 

 

The solution is based on the MS cloud computing technology called Azure that allows storing all of the platform’s data in the cloud. Dynamics 365 SaaS (Software as a Service) platform applies a subscription-based model meaning that it can be accessed by users through a web browser and there is no need to install software individually on each computer.

Apps & Modules

What is Microsoft Dynamics capable of app-wise? MS Dynamics 365 includes 8 modules tailored to specific types of businesses and their goals. Companies can pick their platform’s configuration including or excluding each of the modules. The modules’ list includes Finance, Operations, Sales, Customer Service, Field Service, Marketing, Commerce, and Human Resource.

 

All the MS Dynamics 365 modules would be explained in detail below. You can also check out our MS dynamics 365 guide on modules to learn more about each of them.

 

Microsoft also offers a number of applications to integrate with the platform for various business purposes. For example, Dynamics 365 Business Central is an ERP system used for business management primarily by small and midsize businesses. The app helps employees manage all of the business processes, from accounting and finances to sales and marketing.

AI (Artificial Intelligence)

All of the MS Dynamics 365 data is stored and managed through Microsoft Dataverse, previously known as Common Data Service, a secured data storage that runs on AI. Thanks to the use of artificial intelligence, Dynamics 365 users get valuable insights into their customers’ behavior and needs, as well as their company’s results. All of this information can be efficiently used to make data-driven decisions aimed to improve the quality of your services/products. Dynamics 365 also applies AI technology to help ecommerce businesses improve their customers’ shopping experience, increase sales, and even protect both the company and their clients from fraud.

Valuable Business Insights

Unlike large enterprises, SMBs care a lot about the price of the solutions and services they buy. As we’ve mentioned above, with Microsoft Dynamics CRM for small and midsize businesses you only pay for what your company needs now. For instance, Dynamics 365 SMB pricing options currently include four different plans packed with various features needed to lead a successful business. The company also offers eight product licensing options aka MS Dynamics 365 modules for different types of business.

Interface

The platform uses Unified Interface, an intuitive and easy-to-use interface to allow new users to quickly adapt to the system and apply it for their own benefit. Thanks to its responsive web design, users get a whole new interaction experience no matter what device they use to access the platform.

Source: https://dynamics.microsoft.com/ 

 

MS Dynamics 365 homepage features all of the modules and applications you are subscribed to. Simply pick one of the apps in the list on the left to access its features. 

Source: https://dynamics.microsoft.com/ 

 

Reports and KPI summaries are also easy to navigate and analyze. All of the data is well structured in columns, spreadsheets and even infographics. MS Dynamics users can keep track of the company’s performance and find new opportunities for improvement. 

Source: https://dynamics.microsoft.com/ 

Why You Need Microsoft Dynamics 365

What is MS Dynamics’ biggest selling point? We’ve already looked in great detail at some of the most prominent Dynamics 365 benefits in one of our previous articles; and these are (in no particular order): 

 

 

• Marketing Automation

• Maximizing Sales

• Improving Customer Service

• Advanced Reporting

• Human Resource Management

• Streamlining Financial Operations

• Strong Security

• Leveraging Advanced Technology

Marketing Automation

Our Dynamics 365 for marketing automation guide rightly stresses the importance of cutting down on manual marketing efforts, thereby considerably increasing total marketing ROI. While the platform does all the time-consuming work, your team can focus on more challenging tasks such analyzing ad campaign effectiveness and coming up with new creative ideas for your future marketing efforts. One thing to watch out for is to make sure that the product of the automated work such as email sequences remain personalized enough not to harm customer engagement and conversion rates.

Maximizing Sales

Whilst reviewing Dynamics 365 Sales, we mentioned that the platform is very beneficial for storing and visualizing customer contact information, monitoring and managing leads as well as accurately predicting sales. That alone equips salespeople with enough insight to drive the closure of transactions more than ever before. You can also use Dynamics 365 Sales to carefully analyze the funnel, keep tabs on the status of each contract and spot any possible bottlenecks, ensuring that no opportunities are lost.

Improving Customer Service

In our breakdown of D365 Customer Engagement features we’ve already talked about how the software helps customer service representatives by giving them histories of client interactions, their previous issues, if any, and their preferences. Thanks to that information, agents can provide more personalized and effective support, which, in turn, increases customer satisfaction and loyalty. 

Advanced Reporting

Dynamics 365’s sophisticated reporting and analytics enable data-driven decision-making – you can take your business strategies to the next level through examining sales trends, operational effectiveness, and customer behavioral patterns. Moreover, real-time analytics from customizable dashboards allow for quick responses to any changes in the market; be it putting swift focus on bestsellers, or  planning inventory management. For a more detailed breakdown of D365 reporting capabilities, read our guide.

Human Resource Management

Our analysis of Dynamics 365 Human Resources shows that such vital business processes as hiring, onboarding, and performance evaluation can greatly benefit from D365. The system can manage all the information contained in the job applications and help the recruiter get a 360 degree view of all candidates. And once a person is hired, D365 can assist you in monitoring the development of the new employee and guaranteeing a smooth integration into the team.

Streamlining Financial Operations

As you can read in our overview of Dynamics 365 Finance Operations, the platform also provides reliable tools for all things finance. One powerful piece of software controls all the transactions, reporting, and financial data, improving financial visibility and streamlining such procedures as invoicing and cost monitoring. This enables you to manage your budget in the most efficient manner, and secure the best possible financial health for the company.

Strong Security

Data encryption, identity and access management, and compliance certifications like ISO 27001 and GDPR are among the many layers of security features Dynamics 365 can offer. The platform is able to efficiently safeguard sensitive customer and corporate data and give employees the tools they need to satisfy the strict standards for regulatory compliance. As a result, not only do you reduce security-related risks, but also increase customer confidence in your business since they know their information is being handled with the utmost care.

Leveraging Advanced Technology

Lastly, the platform Dynamics 365 enables organizations to leverage artificial intelligence (AI) and machine learning (ML) capabilities. AI-driven analytics, for instance, can help examine client behavior patterns to foresee their future needs and changes in preferences. At the same time, ML-powered chatbots can respond to common client questions, freeing up human agents for more complex conversations. This way, your company will stay competitive and adaptive in a technology environment.

 

Microsoft Dynamics 365 Modules

Microsoft Dynamics 365 for Sales

Microsoft Dynamics 365 for Sales, as the name suggests, is built for your sales team. Whether you have a B2B or B2C business, this Dynamics 365 module is designed to make your sales process easier. It allows you to set up a cohesive sales process by automating your sales cycles through suggested actions, prioritizing important tasks and closing more deals.

 

Microsoft Dynamics 365 for Sales module has all the features and toolkits you require to transform your customers’ relationships into profitability. Gain smart insights such as competitive market, customer emotion and sentiments, and high-priority leads, emails and calls for guided selling.

The sales module allows you to:

 

• Empower smarter selling with customer insights;
• Build strong relationships with personalized experience and engagement;
• Automate the sales process;
• Gain AI-driven insights to Improve sales performance;
• Build innovative sales solutions.

Microsoft Dynamics 365 for Customer Service

What is Microsoft CRM for Customer Service capable of? This module is more focused on after-sales services to retain customers and provide a positive experience. The module comes with Built-in intelligence that allows you to deliver personalized services faster and adds value to every customer interaction.

 

The Microsoft Dynamics 365 for Customer Service module allows you to:

 

• Engage with customers across different channels;
• Meet customer expectations;
• Make data-driven decisions and actions using intelligent processes;
• Reduce the cost to serve customers with improved data-driven customer service;
• Empowers flexibility and innovation with third-party apps and services integrations.

 

 

It is also quite frustrating when you get a different response every time you connect with different CS agents for customer service. Dynamics 365 Customer Service Hub comes with a “Knowledge Manager Dashboard” that allows cross-company team collaborations that can help your agents resolve customer’s cases quickly and efficiently.

Microsoft Dynamics 365 for Marketing

Microsoft Dynamics 365 for Marketing helps you find your potential customers, whether you have a small or a huge marketing team. The module works perfectly whether you own a storefront business, an online business, or both.

 

Microsoft Dynamics 365 for Marketing helps you find sales-ready leads and nurture them beyond basic email marketing. This module allows you to combine sales and marketing under a single platform, streamline processes, and make data-driven decisions to get higher returns from marketing campaigns.

Microsoft Dynamics 365 for Marketing module allows you to:

 

• Generate more sales-ready leads and nurture them;
• Prioritize leads and track the progress of the sales;
• Track marketing performance with analytics and insights and increase marketing ROI;
• Launch multi-channel marketing campaigns and capture leads;
• Offer personalized shopping experiences.

Microsoft Dynamics 365 Finance

Microsoft Dynamics 365 for Finance module allows you to make better financial decisions by actively monitoring your cash flows, identifying current and future trends, and forecast cash flows and financial reports. The built-in financial intelligence system offers smart budget proposals from historical data and future trends that help you save a lot of time in forecasting and budgeting.

Microsoft Dynamics 365 for Finance allows you to:

 

• Make smarter and data-driven financial decisions
• Streamline and unify finance processes
• Reduce cost and make a strategic impact
• Reduce financial risks and avoid global financial complexity

Microsoft Dynamics 365 for Finance and Operations modules are ERP (Enterprise Resource Planning) solutions that are designed on and for Microsoft Azure. The Finance and Operations service offers businesses ERP Microsoft Dynamics 365 functionality that allows them to adjust to dynamic business environments with unique business requirements.

Microsoft Dynamics 365 Commerce

Microsoft Dynamics 365 Commerce module is designed for retailers. This Dynamics 365 module allows connecting your digital, in-store business operations with back-office operations, and manages them from a unified dashboard.

 

Dynamics 365 Commerce is designed to work perfectly with traditional and digital channels, across different business models. You can improve customer shopping experiences across different channels with tailored product selections.

Dynamics 365 Commerce allows retailers to:

 

• Increase business revenue, customer satisfaction, and loyalty through personalized shopping experiences;
• Manage multiple stores, across different channels, and increase sales;
• Instantly adapt based on ever-changing customers demands and trends;
• Improve inventory management and utilization using operational insights.

Microsoft Dynamics 365 Project Operations 

Microsoft Dynamics 365 Project Operations module is designed for project management teams. This Dynamics 365 module allows you to boost business growth by optimizing various processes of project management and increasing profitability. It also helps you manage budgets by avoiding over and under-spending while increasing the collaborators’ productivity.

 

 

Microsoft Dynamics 365 Project Operations module enables you to:

 

• Confidently manage projects;
• Optimize the process and get the most out of your resources;
• Forecast project budget and profitability;
• Improve productivity;
• Integrate third-party applications.

Microsoft Dynamics 365 for Field Service

What is Microsoft D365 for Field Service going to do for your business? Essentially, this module is only suitable for companies that have field service teams. It allows you to deliver an innovative and smooth, end-to-end service experience. The Field Service module also comes with a built-in intelligence system that allows you to resolve potential issues that may occur, reduce operational costs, and help you deliver a smooth and positive on-site (field) experience.

Microsoft Dynamics 365 for Field Service module allows you to:

 

• Improve your operational efficiency;
• Enhance the quality of your service by detecting and troubleshooting potential to reduce the need for a technician;
• Improve technician scheduling to dispatch the right specialist for the right issues;
• A complete view of your customers to improve resolution time and gain customer loyalty;
• Provide customers with continuous updates such as service tracking to deliver positive experiences.

Microsoft Dynamics 365 Human Resources

The Dynamics 365 Human Resources module allows you to hire employees who can drive results, develop, and retain them. Microsoft Dynamics 365 for Talent equips your Human Resource team with the right tools that you need to hire the best candidates for different roles and develop them towards success.

Transform your hiring process by leveraging the power of LinkedIn and Office 365 to quickly find and onboard the right personnel for your company. The module offers self-service portals with all the information they need, or request any HR-related tickets. The Dynamics 365 for Human Resource module also handles payroll, holidays, skill training, and much more things related to HR management.