MICROSOFT DYNAMICS 365 CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Transcription

1 MiCROSOFT DYNAMICS 365 CRM FEATURES MICROSOFT DYNAMICS 365 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) FEATURES & BENEFITS WHITE PAPER

2 MiCROSOFT DYNAMICS 365 CRM - features microsoft Dynamics 365 CRM AN OVERVIEW Microsoft Dynamics 365 Customer Relationship Management (CRM), known as Dynamics 365 CRM, provides a flexible, high-value and user-friendly solution for CRM in the cloud. This is a multi-faceted platform that streamlines processes and increases profitability in sales, marketing and service divisions. Dynamics 365 CRM is mobile and web-ready and comes embedded with tools that make the customer-facing functions of the business easier. At a high-level, the CRM will help you: Centralize customer information Automate marketing interactions Analyze data and provide business intelligence, real-time Facilitate communications Track sales opportunities Enable responsive customer service Run Marketing Campaigns Run Field & Customer Service Departments Knowledge Management (Internal & External) Microsoft Dynamics 365 CRM has the following four (4) modules. See below for details on what each of these modules offer. sales customer service field service Project service automation MiCROSOFT DYNAMICS 365 CRM MODULES Note: Each of the modules can be licensed individually or all of them together as a bundle. Refer to the licensing section for details on licensing. page 2 of 23

3 MiCROSOFT DYNAMICS 365 CRM - features microsoft Dynamics 365 CRM PORTAL ONLY FEATURES BY MODULE (HIGH-LEVEL) Functionality Accounts & Contacts Activities (Phone calls, s, Tasks etc.) Notes Knowledge Management Interactive Service Hub Record & Time Expense Manage Personal Information Apply for Projects Custom Entities (Ex. Suppliers etc.) Dual Use Rights for Equivalent Dynamics 365 CAL (if exists) Workflows On-Demand Processes (configurable) Microsoft Project Online Essentials Gamification Fan Spectator Rights Insights (Real-time Market Intelligence) Get instant information on leads, opportunities and accounts Self-Serve Case Submission & Chat initiation as supported (not agent) Non-Employee Only: Update Work Orders Non-Employee Only: Create & Update Opportunities Sales Customer Service Field Service Project Service Automation User Dashboards User reports & charts Leads Opportunities Goals Contracts Quotes Orders Invoices Competitors page 3 of 23

4 MiCROSOFT DYNAMICS 365 CRM - features microsoft Dynamics 365 CRM FEATURES BY MODULE (HIGH-LEVEL) Functionality Sales Campaigns Quick Campaigns Marketing Lists Price Lists Product Lists Unified Service Desk Full Case & Complaints Management Services Resources Work Hours Facilities Equipment Articles Work Orders Schedule & Dispatch with Schedule Board Service Agreements Field Service Invoices & Purchase Orders Customer Assets Inventory Repairs & Returns Projects Project Expenses & Estimates Resource Availability View & Schedule Management Project Price Lists/Contracts/Invoices Approve Project Transactions Microsoft Project Online Premium Microsoft Social Engagement Voice of Customer Mobile Offline Sales Customer Service Field Service Project Service Automation Note: Dynamics 365 CRM can be used as a Supplier Relationship Management (SRM) tool by defining Suppliers as a custom entity. You can share RFQs and receive responses from Vendors. You will be able to manage vendors just the way you do Customers. page 4 of 23

5 MiCROSOFT DYNAMICS 365 CRM FEATURES - sales Dynamics 365 CRM Value by Module 01 Dynamics 365 CRM for Sales Turn relationships into revenue Go beyond sales management software by bringing digital intelligence into each deal to better predict your customer s needs and deliver the personal attention that builds relationships and revenue. Focus and act on the right priorities Act with confidence. Derive meaningful intelligence from large amounts of complex data to deliver simple to understand, actionable insights that are in context of the customer relationship Increase sales velocity by identifying prospects most likely to buy based on predictive intelligence Sell smarter with signals from Office & Dynamics 365 that reveal relationship health or risks so you know best actions to take next Build trust with customers and increase opportunities by offering relevant product recommendations Engage your customers in more personalized, effective ways through customer intelligence Personal Engagement Know your customer better than they know themselves Understand customer behavior, trends, and potential value. Your sales team will be ready to build and develop customer relationships, regardless of how customers engage with you Gain insights from interactions with your customers and know which contacts will be most receptive Create more high-quality leads by using sales software and social media to identify and act on buying signals Reveal specific information about accounts and opportunities based on , calendar, and Dynamics 365 data Easily collaborate and share conversations, events, notes, and sales content with colleagues-even if they aren t using Dynamics 365 for Sales page 5 of 23

6 MiCROSOFT DYNAMICS 365 CRM FEATURES - sales Dynamics 365 CRM Value by Module Spend more time selling and less time on administration Increase revenue, boost productivity, gain key insights, and reduce costs when you automate your sales processes through a highly intuitive interface and Microsoft Office-embedded capabilities Work where and how you want to, managing customers and deals using familiar, preferred tools Recruit, onboard, and strengthen your partner channel through deeper enablement and activation Work on the go anytime, anywhere with rich, mobile apps that provide contextual news, social data, and task flows Know what steps to take next to close deals faster by using process automation and a guided sales process Create a culture that nurtures success Accelerate your sales performance with real-time analytics based on historical data and predictive information. Inspire, onboard, coach, and motivate your team to achieve more through fun, engaging competitions Get answers fast using dashboards, contextual charts, and Power BI Q&A for natural language queries Hit your numbers by setting goals, monitoring results, and providing feedback and coaching in real time page 6 of 23

7 MiCROSOFT DYNAMICS 365 CRM FEATURES - sales Dynamics 365 CRM Value by Module SUMMARY - sales module Dynamics 365 for Sales is a fully-featured Customer Relationship Management system You can leverage this to define an unlimited number of processes specific to a lifecycle (ex. lead to account etc.) or industry. In addition to standard lead and opportunity management, you ll manage contacts, accounts, custom entities like Supplier Relationship Management, and even more: things like documentation, competitors, and sales literature are included Includes ability to get instant insights on leads, opportunities & customers including news, decision makers etc. You can manage different kinds of stakeholders like dealers, endusers etc. Create quotes directly from Outlook Manage products, create orders, invoices etc. You can integrate this straight to your Sage 100 system and have the Orders, Items and Invoices come into the CRM system Track s and leads from Outlook and integrate all communication into CRM Marketing, Campaigns Integration of appointments, calls, tasks etc. Multi-Channel integration page 7 of 23

8 MiCROSOFT DYNAMICS 365 CRM FEATURES - customer SERVICE Dynamics 365 CRM Value by Module 02 Dynamics 365 CRM for customer service Earn customers for life Improve customer service through a single, unified experience that delivers end-to-end service across every channel earning customer loyalty and empowering agents Connect with customers anytime, anywhere Support your customers wherever and whenever they need it. Deliver the personalized, consistent service customers expect across their choice of device and channel including social media Use a unified platform for consistency and visibility across channels Get deeper insights with a 360-degree customer view Personalize interactions based on past interactions and behavior Help your customers help themselves Make it easy for your customers to find answers on their own, as well as access a community space to connect with peers and subject-matter experts. And when they require it, customers can seamlessly transition to assisted support Offer access to customer service anytime, anywhere Deliver real-time service that s optimized for any mobile operating system and device Help your agents succeed through a single user interface Give your agents the tools, guidance, and data they need to resolve issues. Agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place even pulling data from systems outside customer service Support agents with a visual interface that delivers role-tailored experiences Manage cases faster and provide differentiated levels of support Speed resolution using machine learning and advanced analytics capabilities page 8 of 23

9 MiCROSOFT DYNAMICS 365 CRM FEATURES - customer SERVICE Dynamics 365 CRM Value by Module Give agents and customers answers on the spot Access and deliver consistent answers across channels using a searchable knowledge base. Personalize content on the portal for customers and measure response impact through in-depth analytics Deliver the right answers at the right time across channels Capture content from social media, service interactions, and experts Understand how your knowledge base is being used with rich analytics, helping you improve and add data based on customer needs Give agents and customers answers on the spot Enable predictive customer service using data analytics built into your customer service software Identify trends, anticipate opportunities, and gain invaluable insights through interactive dashboards and data visualization capabilities View real-time key service metrics through fully customizable dashboards Automatically detect sentiment and intent on social posts using built-in intelligence Resolve issues faster by using machine learning to reference relevant articles and cases Get quick insights to help identify trending issues SUMMARY - customer SERVICE Dynamics 365 for Customer Service contains case & complaints management including tracking, assignment, resolution, and escalation capabilities as well as good self-service and multi-channel capabilities Built-in Knowledge Management (publish articles and track) In addition, Microsoft is opening the platform to third parties and has been adding lots of new functionality page 9 of 23

10 MiCROSOFT DYNAMICS 365 CRM FEATURES - field SERVICE Dynamics 365 CRM Value by Module 03 Dynamics 365 CRM for field service Master the service call Increase customer satisfaction with intelligent scheduling, native mobile support, and remote asset monitoring to help you get the job done right the first time Get the right resources to the right place at the right time Optimize your field service management. Organize people and equipment with flexible scheduling options to accommodate both customer service representative and dispatcher workflows including more precise appointment scheduling so it s easy to fit more appointments into the day Easily schedule resources manually, with recommendations, or automatically Identify and organize available field service resources by category to create a smarter workload and resource balance Match skill sets of the technician against the work requirements Take geography, availability, truck inventory, regulatory requirements, customer preference, and service level agreement into account Increase customer satisfaction and account for all service revenue Make it easier to manage and maintain the accuracy of service contracts and installed products across customers and locations using field service management software. With more visibility into contract information, you drive faster, more accurate billing while helping field service teams identify new sales opportunities to drive additional revenue Use recurring service templates to pull in work schedules and pricing to simplify the quoting process Manage recurring service appointments with flexible billing options Win more business by proactively engaging leads from contact to contract page 10 of 23

11 MiCROSOFT DYNAMICS 365 CRM FEATURES - field SERVICE Dynamics 365 CRM Value by Module Have the right resources on every call Manage inventory updates and stock history across locations, including warehouses, depots, and trucks. Real-time updates mean your inventory is always accurate, so you can better track your service stock for fewer write-offs, and create better forecasts Improve first-time fix rates with accurate allocation of parts Manage inventory information for any part of the transaction, including return material authorizations, stock adjustments, and transfers Track service stock accurately at mobile or fixed locations to reduce write-offs Effectively forecast materials requirements Improve field processes and technician productivity Provide native mobile applications with real-time and offline data- no matter which device they use, technicians can view the customer information and guidance they need, when they need it Offer your technicians access to a full 360-degree view of customer and case history Improve work consistency and first-time fix rates by offering technicians step-by-step guidance Provide mobile workers with a multiday calendar of work order details that can be dynamically changed and managed Link work orders to customer and case history, product configuration installations, parts information, and pricing Lower costs by dispatching technicians only when needed Detect, troubleshoot, and resolve issues remotely with Internet of Things connected devices. See problems before customers even know about so you can attempt a remote resolution remotely, only sending technicians out when necessary Simple to configure and connect both new and existing customer assets page 11 of 23

12 MiCROSOFT DYNAMICS 365 CRM FEATURES - field SERVICE Dynamics 365 CRM Value by Module Decrease number of repair appointments by dispatching fewer technicians Identify underperforming products by using field service software to look at aggregate device data Perform just-in-time preventative maintenance by understanding actual consumption Put your customers at the center of every interaction Deliver an end-to-end customer-centric experience. With Dynamics 365, field service companies can keep customers informed, make communication easier, and ensure they have positive interactions at every step of the service chain Enable customers to see upcoming service appointments and view completed and open cases through a customer portal Send the real-time location of technicians to customers, along with arrival times, photo, and vehicle information Keep customers informed at each step of the process with automated text messages and phone calls Automatically escalate customer feedback for follow up when needed SUMMARY - field SERVICE Dynamics 365 for Field Service provides you with additional tools that enable your on-site support agents with scheduling, service agreements, task management, on-site reporting, and more Optimize your scheduling Equip your mobile workforce Profit from predictive services page 12 of 23

13 MiCROSOFT DYNAMICS 365 CRM FEATURES - project SERVICE AUTOMATION Dynamics 365 CRM Value by Module 04 Dynamics 365 CRM for project service automation Profit from your projects Run your project-based business more productively by bringing people, processes, and automation technology together through a unified experience Solution selling Give your business development team a unified sales experience with professional services automation Collaborate on both product-based and project-based opportunities using social insights Make every customer conversation relevant and productive using a client-centric approach to finalize project scope and statements of work Project planning Make it easy for your sales and project managers to collaborate on estimates using templates. For professional automation services, this app also links to Microsoft Project, with its scheduling and management strength, to improve your project planning from estimation to completion Resource scheduling Assign the best consultants to each project based on their skills, availability, and interest by unifying resources and scheduling. Optimize your resources across project service, customer service, and field service and increase your consultants job satisfaction page 13 of 23

14 MiCROSOFT DYNAMICS 365 CRM FEATURES - project SERVICE AUTOMATION Dynamics 365 CRM Value by Module Mobile productivity Give your team access to powerful and easy-to-use mobile apps for ios, Android, and Windows. With these apps, team members can select projects, update skills, manage schedules, enter time and expenses, schedule automation services, and collaborate using Office 365 higher productivity anytime, anywhere Time and expenses Simplify time and expense management for your employees. Submitting information, assigning it to customers, approving it, and updating the project status are made easier with desktop, web, and mobile apps. Automation technology assists configurable process flows that ensure tasks go smoothly at every step Service analytics Use real-time analytics to go from being reactive to proactive. Make it easier to identify actionable trends across your organization from financials to operations to compliance to KPIs using customizable dashboards and scoreboards SUMMARY - project SERVICE AUTOMATION Dynamics 365 for Project Service Automation provides you with additional tools that enable your on-site support agents with scheduling, service agreements, task management, on-site reporting, and more Optimize your scheduling Equip your mobile workforce Profit from predictive services page 14 of 23

15 MiCROSOFT DYNAMICS 365 CRM FEATURES - additional services additional services & software Microsoft offers additional services and software that work in tandem with Microsoft Dynamics 365, including: Microsoft Social Engagement Voice of the Customer Interactive Service Hub Microsoft Social Engagement Microsoft Social Engagement provides volume and sentiment analysis of social networking data and is recommended for sales, marketing and customer service workers interested in social media discussion of their products, competitors and industry. All Microsoft Social Engagement functionality is included with Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for Project Service Automation applications. FUNCTIONALITY INCLUDED WITH SELECT DYNAMICS 365 APPLICATIONS Social listening Social analytics Activity map Trends & posts alerts Private messages Export widgets to Excel Azure Event Hub integration* Microsoft Dynamics Gamification Unified Service Desk Dynamics 365 Mobile Offline Social insights Social Center: unlimited streams Social Center: sharing streams Social Center: assign posts to users Link2CRM Automation rules Intention analysis * Note: Azure Event Hub functionality requires Azure subscription page 15 of 23

16 MiCROSOFT DYNAMICS 365 CRM FEATURES - additional services additional services & software Unified Service Desk for Microsoft Dynamics 365 Unified Service Desk for Microsoft Dynamics 365 (USD) consolidates numerous communication channels (such as phone, chat, , and social media) and relevant services into a single interface to enable greater efficiency and productivity. USD installation rights are included with Dynamics 365 for Sales and Dynamics 365 for Customer Service SLs. USD is not available as a standalone license. USD software is installed and run locally on the user s device. The use rights expire upon expiration of the qualifying User SL subscription term or Software Assurance subscription. Only licensed users may use the software. Interactive Service Hub Interactive Service Hub provides a modern and intuitive end user experience for Customer Service and knowledge management roles through an online user experience (UX) design. It unifies customer interactions and pulls together all related information, enabling customers to be productive and view what s most relevant at all times. The interactive service hub includes a multi-stream dashboard where users can view and act on their workload across multiple data streams as well as a single-stream dashboard where users are provided an aggregate view of the workloads. Interactive Service Hub is licensed with Microsoft Dynamics 365 for Team Members and higher User SLs and Microsoft Dynamics CRM Server 2016 or later for Team Members CALs. page 16 of 23

17 MiCROSOFT DYNAMICS 365 CRM FEATURES - additional services additional services & software Voice of the Customer for Microsoft Dynamics 365 Voice of the Customer for Microsoft Dynamics 365 provides general sentiment, contextual feedback, and transactional understanding based on insight captured through feedback and surveys. Customer feedback is captured and leveraged to shape engagements with easy to use, mobile and touch-enabled tools. Feedback is analyzed as part of a single customer record, enabling a direct response to a specific customer concern, or as a whole, so that organizations can better understand their market and programmatically respond to customer needs. Full Voice of the Customer capabilities are licensed with Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service and Dynamics 365 for Project Service Automation, or Enterprise Plan license. Voice of Customer capabilities are limited to a maximum of 200 concurrent surveys. Dynamics 365 Mobile Offline Dynamics 365 Mobile Offline capabilities enable offline entities, provides auto-reply for offline actions, a strong security model and offline views and offline search. Dynamics 365 Mobile offline sync is licensed with Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service and Dynamics 365 for Project Service Automation, or Enterprise Plan license. page 17 of 23

18 MiCROSOFT DYNAMICS 365 CRM FEATURES - additional services additional services & software Dynamics Gamification The Dynamics Gamification service allows customers to incent their workers by turning work into play via individual and team contests, as well as engaging the broader organization by enabling them to build fantasy team competitions. Microsoft Dynamics Gamification Commissioner, Game Manager and Player rights are licensed with Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service and Dynamics 365 for Project Service Automation, or Enterprise Plan license. Fan and Spectator rights are licensed with Dynamics 365 for Team Members. Microsoft PowerApps Microsoft PowerApps is an enterprise service where innovators connect, create and share business apps with their team on any device in minutes. And PowerApps helps anyone in your organization unlock new business agility. Quickly create apps that work on any device using a Microsoft Officelike experience, templates to get started quickly and a visual designer to automate workflows Use built-in connections, or ones built by your company, to connect PowerApps to cloud services such as Office 365, Dynamics CRM, Salesforce, Dropbox and OneDrive and on-premises systems including SharePoint, SQL Server, Oracle databases, SAP and more Share PowerApps like documents. It s as simple as typing an address and your coworkers can take advantage of an app you created Note: PowerApps will dramatically accelerate how business apps are built, reducing time to solution from weeks or months to minutes and empowering a new category of app creators. It balances power between IT and business users, arming those closest to business needs with tools and services to not just envision but also implement the solution. It moves what has been for decades a set of scenarios that typically only run on-premises with PCs to being centered in the cloud and delivered mobile-first. page 18 of 23

19 MiCROSOFT DYNAMICS 365 CRM FEATURES - additional services additional services & software MICROSOFT FLOW Microsoft Flow creates automated workflows across the growing number of applications and SaaS services that business users rely on. Create automated workflows with your favorite apps and services to get notifications, synchronize files, collect data and more. Microsoft Flow makes it easy to mash-up two or more different services, providing integrations with over 35 different services, including both Microsoft services like OneDrive, SharePoint and public software services such as Slack, Twitter and Facebook- more added weekly. You can use Microsoft Flow to automate a number of common scenarios, like getting a text message whenever your boss s you, saving the results of a Twitter search to an Excel file, copying files from OneDrive to SharePoint, copying photos from Instagram to Dropbox and so much more. With the new ios application, you can now manage your previously created flows from your smartphone. That means you can switch them on or off, view their properties, or check out run history reports to make sure they are performing properly and haven t had any errors. The application also includes an Activity Feed which is where you can see all your recent Flow actions, including whether any of the flow require attention. You can search this feed or filter it, then drill down into the individual results to view more details on the given workflow. CRM@XCELPROS.COM page 19 of 23

20 MiCROSOFT DYNAMICS 365 CRM FEATURES - licensing & subscription microsoft Dynamics 365 CRM licensing types & subscription Dynamics 365 simplifies licensing of business applications. The primary licensing is by named user subscription. The Dynamics 365 user subscriptions classify users into two types, full users and other users. OTHER USERS Team Members Execute basic processes, share knowledge and leverage embedded business intelligence Activity Transactional use of applications USER TYPES Operations Field Service Apps App specific extensibility, workflow & embedded business intelligence FULL USERS Sales Customer Service Operations Field Service Plans Sales Customer Service Full extensibility, workflow & embedded business intelligence Full users are the users whose work requires use of the feature rich business applications functionality. Examples of full users are sales people, customer service representatives, finance employees, controllers, supply chain managers, etc. These users have also been referred to in the past as Pro users or Power Users. These full users are licensed with a Dynamics 365 Plan, or Dynamics 365 application subscription. Other users often represent a large percentage of users in an organization and may consume data or reports from line of business systems, complete light tasks like time/ expense entry and HR record updates or be heavier users of the system, but not require full user capabilities. These other users are licensed with either Dynamics 365 for Team Members or Dynamics 365 for Operations Activity subscriptions. There is also device licensing available for the Enterprise edition for shared device scenarios. See the Device Subscription License section for more information. page 20 of 23

21 MiCROSOFT DYNAMICS 365 CRM FEATURES - licensing & subscription microsoft Dynamics 365 CRM Dynamics 365 for Team Members The Dynamics 365 for Team Members subscription is a named user subscription designed for users who are not tied to a particular function, but who require basic Dynamics 365 functionality. This license includes read access as well as some write access for select light tasks across all Dynamics 365 applications for a given tenant. As a result, as more Dynamics 365 applications are adopted across an organization, any user previously licensed with Team Members subscription would be licensed already to access those additional applications. The Team Members SL user may access Dynamics 365 data from Dynamics 365 for Operations and Dynamics 365 Plan 1 Applications. The Team Members SL grants a user full read access across all the Dynamics 365 Enterprise edition applications for a given tenant. In addition, the Team Members SL includes some limited use write access across Operations and Plan 1 Business Applications as defined below. Dynamics 365 for Team Members, Enterprise edition also includes the PowerApps for Dynamics 365 Applications license. Team Members users can use PowerApps to access Dynamics 365 within the bounds of their Team Members license. Team Member use rights for Dynamics 365 Plan 1 Applications The Team Members SL grants a user the following Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, or Dynamics 365 for Project Service Automation rights for their own use and not for, or on behalf of, other individuals: Write access to Accounts, Contacts, Activities, Tasks and notes Record time and expense for Dynamics 365 for Project Service Automation, and apply for projects Set up and manage the knowledgebase and Interactive Service Hub Update personal information User Reporting and dashboards Edit Custom Entities* Participate as an end-consumer of Dynamics 365 services such as responding to surveys, or applying for projects Note: Custom entities (either based on entities included in Dynamics 365 or created by a customer or partner) may require a higher CAL or USL, depending on the required access. Customizations can only be performed against entities included in the use rights. page 21 of 23

22 MiCROSOFT DYNAMICS 365 CRM FEATURES - pricing microsoft Dynamics 365 CRM licensing options FULL ACCESS USER team MEMBER/ OTHER USERS power bi pro $95 $ 8 $10 Monthly cost per user per module (either one of Sales, Customer Service, Field Service & Project Service Automation) or $115 Monthly cost for all CRM Modules (also called Plan 1 ). This includes all four CRM Modules - Sales, Customer Service, Field Service & Project Service Automation Monthly cost per user Note: Above is the pricing for 1-99 users. Talk to XcelPros on discounts for volume licensing Monthly cost per user Connect with your favorite services page 22 of 23

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