Make Your Business Strategy Essential by Making Customer Engagement

CRM as a simple "technology" or "solution" is an improper term and should rather be considered as a business strategy to better understand and manage relationships with customers. This requires a customer-oriented corporate philosophy and culture within a company. CRM as a technological solution is only a pioneer. It links stakeholder information from a variety of sources - internal, external systems and contact points. CRM solutions have evolved over the years from an operational data collection system with workflow automation features to increase operational efficiency in various business functions and to create a platform with applications generation of intelligent enterprise solutions that help businesses enter the digital transformation.

In particular, Microsoft's D365 customer Relationship Management offers businesses of all types and sizes the opportunity to accelerate this change by offering specially developed applications (automation of project services, automation of field services, sales, marketing, service) tailored to their specific business needs. In addition, businesses in a Microsoft cloud environment use Microsoft's Azure platform for AI / ML / cognitive functions to further extend the functions of these applications.

The Project Service Automation solution, for example, helps project-based organizations such as IT / ITeS, consulting, infrastructure, professional services, etc. to effectively monitor and manage the entire project life cycle, from planning, estimation, resource management, booking time sheets to billing Project progress in terms of effort, cost, schedule and profitability. This can be used to manage only the life cycle of the project, or can be used in conjunction with the sales application to promote better collaboration between the sales and delivery teams during the presale phase for better estimation and forecast of needs.

Likewise, organizations involved in the production and provision of preventive / corrective support for high quality medical devices, industrial equipment, consumer goods, printers, etc. where the high availability of installed devices is of the utmost importance, can use the sales force to reduce costs. Optimizing service assignments by increasing the productivity of technicians through optimized planning of routes and appointments provides them with important information in the field, even when they are offline, so that they can devote more time time to troubleshooting than administrative tasks. It also allows management to track and update in real time for faster decision making. This can be extended by using the IoT and remote assistance functions to proactively identify and resolve problems.

The Unified Service Desk solution, on the other hand, helps streamline contact center operations by summarizing the different applications that a contact center manager may need to use to resolve an incident in order to obtain FTR ( First Time Resolution) for these companies increase and improve compliance with SLA (Service Level Agreement).

For companies wishing to further improve the omnichannel customer experience, the platform also offers additional modules to address customers via chat, SMS and social networks.

With the help of engagement functions on social media, these organizations can actively work with interest groups on major social media platforms to not only identify buy signals, but also to eliminate negative moods.

We all know that adoption is one of the most important pillars for successful CRM implementation. With this in mind, the platform also offers the opportunity to play the whole experience by creating incentives for employees to increase their acceptance.

In addition to these company-specific applications, the portal functions of the D365 platform are used in all sectors to provide internal and external stakeholders - customers, distribution partners, suppliers and employees - with free functions. -service.

Likewise, businesses can use Microsoft's PowerApps platform to get the most out of their investment in that platform by providing a framework for building applications that they can use to solve certain business problems, such as some, at lightning speed thanks to intuitive and ready-to-use visual tools Connections with minimal coding to reduce time to market.

Since a company knows that CRM is a customer-centric business strategy, it must first make a fair assessment of its own level of maturity and therefore embark on the path of digital transformation by pursuing a platform approach.