Maximize Sales and Retention with Dynamics 365 Customer Engagement

Microsoft Dynamics 365 Customer Engagement by OMI

Starbucks collects consumer data such as past purchases, likes and dislikes, and other activities through a Loyalty Programme and a well-designed mobile app. Amazon uses customer data like browsing history, wish lists, and previous purchases to provide personalized recommendations that help customers discover products they might like.


Both of these are great instances of customer relationship management. In this article, we take a look at D365 CE, a Microsoft product that will help you work out the ins and outs of getting more out of your Customer Relationship Management operations with less effort, with features and modules that will help you promote the satisfaction of your clients, increase your operational efficiency, and cut down on costs.


We will explore what Dynamics 365 Customer Engagement is, its modules, and the benefits it offers, as well as pricing and integration options.




What is Microsoft Dynamics 365 Customer Engagement?

This platform is a collection of apps designed to assist businesses keep their eye on the ball when it comes to the relationships they maintain with their customers, as well as their sales, marketing, and field service activities.


It is a component of the larger Dynamics 365 platform, which integrates ERP and CRM technologies.


By providing a wide range of features and functionalities adapted to their needs, Dynamics 365 CE enables enterprises to enhance the quality of the contact they have with their customers and produce better business results.

Dynamics 365 Customer Engagement Modules

This is a collection of modules aimed at assisting businesses to More productively, and more efficiently manage how they interact with their customers, get more out of their sales and marketing operations, and manage field service operations in a more effective way. Each module includes features targeted at specific difficulties that organizations typically face in improving how they engage with their customer base.

Customer Service

The Customer Service module enables organizations to provide great support to their consumers using omnichannel capabilities, self-service portals, and AI-driven analytics that use machine learning to analyze the instances of interaction with customers, and from that data, produce actionable insights. 


Customer service representatives can track and manage customer inquiries, requests, and complaints, and resolve them in a timely and efficient manner. They can also create, maintain, and share a centralized repository of information to address common customer issues.

Field Service

The Field Service module improves on-site service delivery by automating scheduling, manpower allocation, and inventory management. 


Staff can use Work Order Management capabilities to track and manage work orders, including customer information, required resources, and location.


To maximize service delivery, you can dynamically assign personnel based on availability, skills, and location, and provide field workers with real-time access to client information, work orders, and inventory data via a mobile app.


The Sales module is meant to help businesses optimize the way they perform their sales. Its features are meant to provide end-to-end support, from the start – generating leads, to the very end when deals are closed and sales are made.


For example, it offers lead and opportunity management to track and maximize sales success, AI-driven insights based on machine learning to identify high-potential leads and recommend strategic actions, and sales forecasting That works with past data, using predictive analytics in order to produce information that is crucial for decision making and future growth planning.


The Marketing module is meant to help businesses to create, execute, and evaluate how well their marketing campaigns are targeted, and the results they are producing. It offers features like personalized customer journey design based on demographic, behavioral, and preference data, targeted email marketing for engaging and nurturing leads, and comprehensive event management that includes event planning, execution, attendance tracking, and success measurement.

Microsoft Dynamics 365 Customer Engagement Business Benefits

Reduced Costs

D365 CE helps organizations lower expenses and raise productivity by automating operations and offering real-time information.


If you run a retail organization for instance, you can use D365’s capabilities to automate the administration of stocks, with real-time analytics to reduce the risk of overstocking or running out of stock. In the end, all this helps you lower operational expenses and enhance productivity.

Improved Customer Engagement & Satisfaction

Dynamics 365 CE enables organizations to deliver personalized experiences regardless of which platform a client is using to interact with them, resulting in better customer engagement and increased satisfaction. 


Think back to the Starbucks and Amazon examples we gave at the beginning of the article. You can Implement a similar solution using the Marketing module. It equips you with the ability to create tailored campaigns that are informed by a marketing strategy that is based on customer data, Including things like their age, industry, online behaviors, as well as likes and dislikes.


Use this to deliver personalized offers and promotions to your customers based on their usage patterns, leading to better engagement and increased satisfaction. 

Easier Customer Management

A complete overview of the customer on a single platform reduces the complexity organizations face when it comes to managing relationships, tracking interactions, and identifying possibilities for growth.


You can more effectively understand your clients’ requirements, preferences, and financial behavior by combining all customer-related data from numerous channels such as email, phone, online transactions, and in-person encounters.


This level of insight also enables your company’s customer care agents and relationship managers to deliver tailored service and support by instantly accessing a client’s interaction history and preferences as needed.

Automated Business Processes

The software also automates a variety of company operations. There are features that enable you to manage your sales pipeline, handle support cases, and execute marketing campaigns. Lightening the burden of these processes allows your employees to focus on more important responsibilities, enjoy their work more, and subsequently become more productive.

Better Collaboration in Teams

Dynamics 365 CE improves team communication by centralizing essential data in a single location. This centralized approach not only enables seamless connection with other Microsoft apps, teams’ efficiency and productivity levels also increase as a result. Team members communicate more successfully with ready access to pertinent information.

Enhanced Productivity

By providing employees with access to real-time data, insights, and AI-driven recommendations, the platform helps them improve the quality of their decision-making and work more efficiently.


A practical example is how a manufacturing company can provide up-to-date inventory data to employees, allowing them to keep track of inventory levels and make educated choices about replenishing supplies, or how a production planner can use these forecasts to more efficiently schedule production runs, avoiding overproduction or underproduction and reducing waste.

Personalized Client Experience

By individualizing interactions and marketing activities based on customer data and insights, D365 CE enables businesses to create a much better, more personal, and more meaningful client experience.


A travel firm, for example, might develop personalized trip packages that suit a specific client’s interests by evaluating their data – things like desired destinations, hotel types, and activities.

Microsoft Dynamics 365 CE Pricing

There are various pricing options for its modules, enabling businesses to select the most suitable plan for their needs. For the Sales module, pricing ranges from $65 to $162 per user/month, with options such as Sales Professional, Sales Enterprise, Sales Premium, Microsoft Relationship Sales, and Microsoft Viva Sales. The Marketing module costs $1,500 per tenant per month for the first Dynamics 365 app, with future eligible apps costing less.


For the Service module, pricing includes Customer Service Professional and Enterprise options at $50 and $95 per user/month respectively, along with Field Service at $95 per user/month and Remote Assist at $65 per user/month. The pricing structure allows for a $20 per user/month rate for eligible apps that you may decide to purchase afterward, ensuring businesses can benefit from the powerful features and capabilities while selecting the most appropriate plan for their specific requirements.

Dynamics 365 CE Integration With OMI

Part of the power of this platform comes from the fact that it can be seamlessly integrated with Office 365, Microsoft’s productivity tools such as Outlook, Excel, and SharePoint, and other third-party solutions to streamline communication and collaboration. This interoperability allows businesses to create a unified and connected ecosystem that helps them get more out of their technology stack.


To really maximize the potential of Dynamics 365, it is crucial to customize the platform according to your specific setup, tech stack, and operational workflows. However, navigating the complexities of customization can be challenging, with numerous pitfalls for those unfamiliar with the process.


In order to achieve the required outcomes and adopt industry best practices for reliability and effectiveness, it is vital to work with an experienced Microsoft Dynamics partner. Their knowledge will aid in the effective incorporation of the capabilities and operational advantages that D365 brings into your organization, resulting in a seamless and optimized experience for your clientele.


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