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Microsoft Dynamics 365 – Your Step Towards Efficient Customer Relationship Management

ScienceSoft started its journey into the world of Dynamics CRM in 2008 and has put a lot of effort in unraveling business benefits it offers. We develop Microsoft Dynamics CRM solutions that optimize sales processes, allow for personalization in multichannel marketing campaigns and streamline customer support. Now, we are ready to walk you through the robust functionality the applications of Microsoft Dynamics 365 deliver and show how we help our customers maximize their power.

The Three Pillars of Customer Relationship Managemenеnt from Microsoft Dynamics 365

Microsoft Dynamics 365 offers a collection of applications that are intended to automate specific business processes. Aiming to deliver the all-embracing CRM functionality, we focus on its three key components – sales, marketing, and customer service. Microsoft Dynamics 365 covers them all with relevant solutions.

Sales transformation with Dynamics 365 for Sales

The mission of Dynamics 365 for Sales is to organize the sales process and allow sales teams to qualify leads, nurture prospects and convert them into contracts in the most effective way. Different members of the sales team use it to their advantage.

Sales reps benefit from:

Centralizing account and contact information.
Taking the full control over opportunities in the sales pipeline.
Scheduling activities and engaging with leads, prospects, and customers timely.
Using stored sales collateral.
Getting AI-driven insights based on historical sales data (e.g., the next best action suggested).

Sales managers use the Sales app as an effective tool for monitoring sales performance. The sales analytics is visualized in real-time dashboards that picture tracked KPIs. For example, managers instantly see all leads divided by sources, the progress for open opportunities, sales goals for their department, and many more. Sales managers can customize analytics by adding new dashboards when needed. This transparency of sales processes translates into informed strategic decision-making.

Besides, the Sales app facilitates onboarding of new team members. Since all the sales information is stored in one place, newbies can successfully join the sales process at any stage.

Marketing transformation with Dynamics 365 for Marketing

Microsoft Dynamics 365 comes with dedicated marketing functionality. Basically, it offers two options:

Dynamics 365 for Marketing is a Microsoft native marketing app that can be used separately or together with other Microsoft solutions. Marketers can start with creating a comprehensive customer profile, engage segmentation of customers for a targeted approach, and communicate with their audience via a variety of channels (email, social media, etc.). Additionally, the Marketing app does a good job for your sales team by automatically generating leads from marketing pages and scoring them based on set criteria.
Microsoft-Adobe partnership allows for the seamless integration of Adobe’s native product – Adobe Marketing Cloud – and Microsoft Dynamics 365 for Sales. Real-time customer data (including personal details, purchase history, responses to marketing activities, and more) gets centralized forming a 360-degree view of each customer. With that, companies align sales and marketing activities, and can instantly monitor the interaction of customers and engage with them efficiently.

Customer service transformation with Dynamics 365 for Customer Service

With Dynamics 365 for Customer Service, your company manages cases and deals with customers’ queries efficiently. The app routes a case to a service agent who has access to customer data, their interactions with the company and all related records of the current case. This gives service agents all the cards to deliver fast and personalized support.

With knowledge management available out-of-the-box in the Customer Service app, you can also give your customers a self-service alternative to settle issues – a searchable knowledge base. Drawing on the past experience of interacting with customers, your service team can create articles with solutions to common issues, share product documentation, prepare answers to frequently asked questions (FAQs), and more to publish on the website.

A Variety of Deployment Models Is Available

Microsoft offers three deployment options for Dynamics 365 to cover the demands of various companies.

		With cloud Dynamics 365, Microsoft hosts the application (-s) and stores your CRM data on their servers. For you, this means that Microsoft has the primary responsibility in maintaining the security of software, updating it regularly and backing up the data.
		Alternatively, you may opt for on-premises deployment due to the lowest long-term cost of ownership and full control over sensitive data management and maintenance. The need for a higher level of IT expertise and hardware is on the flip side of the coin.
		As the name implies, hybrid deployment combines the two above options. The data is stored in your database, but it is also fully integrated with the Microsoft cloud. In such a way, you are responsible for its security and along with that have access to cloud-based services. A hybrid variant may become an optimal choice for companies that already have Dynamics deployed on-premises and now want to add functionality available in the cloud (for example, Dynamics 365 for Talent Management is only available in the cloud).

Microsoft Dynamics 365 Solutions

With over 40 successfully fulfilled Dynamics CRM projects, we can guarantee that our solutions meet the needs of:

B2C sales

Specifics:
A medium-to-large client base and the vast number of transactions every day.

How Microsoft Dynamics CRM helps:
The power of a CRM system exposes itself when B2C companies need to automate the way of collecting and centralizing customer data. Microsoft Dynamics CRM is fully responsible for this. With a comprehensive customer profile and robust functionality of the CRM, you have full control over the experience of your customers. The marketing team segments customers for targeted messages. The sales team has insights about a customer’s personality and purchasing preferences while communicating with them. The Dynamics CRM allows the service team not to disturb customers with abundant questions and settle issues efficiently.

B2B transactional sales

Specifics:
A medium client base and a larger value of transactions if compared to B2C sales.

How Microsoft Dynamics CRM helps:
Given that stakes are bigger and the number of potential clients remains high, companies involved in B2B sales need to fine-tune their sales process so that sales reps can work effectively with each lead. When Dynamics CRM is integrated with other enterprise and third-party systems the company uses, it automatically gathers customer data, processes it and provides useful insights. Instead of manually forming a profile and a purchase history for each customer, sales reps can focus on the sales process – qualify leads accurately and increase opportunity conversion rates.

Record creation and update rules allow initiating sales activities automatically from customers’ actions. For example, the system can create a lead from a single social activity. Sales reps will continue with nurturing the lead further on.

B2B complex sales

Specifics:
A small-to-medium client base, a long sales cycle, multiple decision-makers.

How Microsoft Dynamics CRM helps:
This is a sales type where customer relationship steps forward. With Microsoft Dynamics CRM, sales reps can effectively nurture multiple stakeholders understanding the role of each one in the decision-making process. When working with prospects, they add not only contact information or proposal details in a CRM profile but can note down prospects’ individualities, likes or preferences to personalize further communication with them. As far as B2B complex sales focus on developing long-lasting cooperation with customers, these records and the interaction history can help a lot to maintain the high level of communication in the future.

Sales reps can schedule activities in the CRM and get automatic reminders to engage with prospects timely. Thus, with seemingly small steps, they build a trustworthy company reputation and lay the foundation for long-term fruitful cooperation.

Microsoft Dynamics CRM Demos

We have prepared demos for you to see Microsoft Dynamics CRM in action. The healthcare CRM demo is a perfect example of how CRM customization allows adapting to an industry with its specifics and regulations.

Microsoft Dynamics 365: Sales Cycle

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Microsoft Dynamics 365: Healthcare CRM

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Microsoft Dynamics 365 Pricing

Microsoft Dynamics offers several suites consisting of a number of apps – each is intended to cover specific functionality. Two suites include tools for customer relationship management we have been talking about (Sales, Marketing, and Customer Service apps):

	Customer Engagement Plan:	Dynamics 365 Plan:
Marketing	+	+
Sales	+	+
Customer service	+	+
Project Service Automation	+	+
Field Service	+	+
Microsoft Social Engagement	+	+
Power Apps	+	+
Finance and Operations	—	+
Retail	—	+
Talent	—	+
	$115 per user/month	From $210 per user/month

Along with the suites, Microsoft Dynamics offers to purchase apps separately for those who need particular functionality only:

Sales: From $65 per user/month
Marketing: From $1,500 per month/10,000 contacts
Customer Service: $95 per user/month

Please, contact us for pricing details.

Let Us Assist You in Adopting Microsoft Dynamics CRM

As a Microsoft Gold Competency Partner, ScienceSoft has the skills and expertise to boost your sales productivity, automate marketing and build competent customer service with Microsoft Dynamics CRM. To maximize your benefits of using the software, our team applies their knowledge and offers assistance at each step of the solution implementation.

		Dynamics 365 consulting Even if you have outlined your business needs and explored available information about Microsoft Dynamics CRM (or perhaps you consider other CRM platforms as well), you’d better rely on hands-on consulting expertise to be sure that your initiative will be worth investing. We analyze your business specifics, discuss what customizations to the default Dynamics apps may be beneficial and work out the right solution for your company.
		Dynamics 365 customization There is always a room for improving a robust ready-made solution by customizing it to the business specifics. When the required customization has been defined and approved, our team of qualified Dynamics 365/CRM specialists takes on the responsibility to transform the ideas into reality. As a result, you get a solution that is tailored to your company.
		Dynamics 365 upgrade and migration Whether you are using an ineffective CRM system that doesn’t meet your requirements or keep on operating in an older version of Dynamics CRM missing features available with later releases, we are here to put the customer relationship management in your company on the right track. We make sure to conduct the process of migrating your company data to Microsoft Dynamics CRM or upgrading the solution with minimal interruption of your business processes.
		Dynamics 365 integration As far as a CRM system can gather information from multiple sources (a POS system, an ecommerce platform, analytics tools, email marketing software to name a few), the quality of an interconnected corporate ecosystem is critical. When conducting the integration of enterprise systems with your CRM, we are responsible for an instant data flow without delays and malfunctions.
		Dynamics 365 user training User training should become an integral part of software deployment. Our experts will do their best to teach your team how to employ the solution for a variety of tasks and make certain they are comfortable with the new workflow. We can start from basics if they are getting to know a CRM system and proceed to in-depth training to introduce advanced customizations.
		Dynamics 365 support We know that your sales, marketing and customer service teams can focus on their work only when the system performs without a hitch. So, we offer both on-demand emergency support and ongoing maintenance of a Dynamics CRM solution to guarantee that you don’t experience interruptions in the system operation.