GET TO KNOW SALES AUTOMATION

Transcription

1 GET TO KNOW SALES AUTOMATION for Microsoft Dynamics CRM ONLINE Friday, July :00 PM EDT

2 Delivering Amazing Customer Experiences since 2004 Implementing Microsoft Dynamics CRM for optimized sales, marketing, and customer service Ian Smith (Owner and President, SyncraTec, Solutions LLC.) Ian heads up SyncraTec Solutions, a Microsoft Dynamics CRM and Cloud Solutions Provider in the Greater Philadelphia Area. He is a Microsoft Certified Professional with an MBA from Rider University. Lives in Yardley, PA where he enjoys family life with his wife and two sons; and running, basketball, soccer, and gardening.

3 In Part I, we covered Customer Experience, in general ᴥ ( Ah-Mazing ) Customer Experience is the differentiator Implementing CRM doesn t have to be difficult ᴥ Start with Tools you re already familiar with Mobile Productivity ᴥ Enable employees to remain productive whether they re in or out of the office Business Insight ᴥ Make Better Decisions

4 Customer Experience An Exceptional Customer Experience will Differentiate your Company ᴥ Omni-channel, highly communicative organization Skype-for-Business, cloud-first, mobile-first (Instant Messaging / Screen-Sharing / Calls, etc. with CRM-Phone Integration) ᴥ ᴥ Make employees more productive Start with tools that your employees are already familiar with Outlook Guided Business Processes Collaborate with Office 365 Groups Know your customer better Customer history in one place InsideView

5 Mobile Productivity Cloud-first, mobile first ᴥ ᴥ ᴥ Outlook Web Access / Dynamics CRM for Outlook App Dynamics CRM for Phones Dynamics CRM for Tablets Offline Capabilities Guided Business Processes Task-based experiences Generate Word Documents Excel Reporting with live CRM data from mobile app

6 Business Insight Dashboards in CRM InsideView Insights Excel Templates Power BI (and Power BI Tiles, now in CRM)

7 In Part II, we covered Microsoft Dynamics CRM as the center of your Digital Strategy ᴥ Engage your Customers ᴥ Enable your Employees ᴥ Optimize your Processes ᴥ Transform your Business Marketing Automation ᴥ Business that use marketing automation to nurture prospects experience a 451% increase in qualified leads ᴥ It s not magic; rather, a collaborative effort of Sales and Marketing ᴥ It s automated, it s interactive, it s relevant for your prospects / customers

8 Being at the Center of your Digital Strategy = Customer 360 with all this Technology, I feel like I m at the helm of the Starship Enterprise In a perfect world, what would Sales / Marketing Automation do for you? Intelligent Customer Engagement Cross-sell / up-sell recommendations Recommended answers to Customer Service Cases Detect Social Posts most likely to be Customer Svc Cases or New Leads Surface Trending Content for Collaboration

9 GTK Sales Automation for CRM Online Script CRM Dashboard ==> Power BI Dashboards Open Leads / Discuss Lead Scoring and Sales / Marketing Automation Capabilities Lead Company Info, Connections, and Conversation Starters Call and Qualify the Lead Manage / Progress the Opportunity New Oppty from Partner Portal

10 What s New in CRM 2016 for Sales Automation OWA / Dynamics CRM for Outlook App Pre-formatted Excel Templates Word Templates Document Management improvements (more locations: OneDrive for Business, Office 365 Groups, SharePoint) Office Delve to search through trending documents View / open SharePoint documents on mobile devices Fantasy Sales Team ᴥ Have fun training your sales team more effectively

11 What s New in CRM 2016 Update 1 for Sales Automation Customer Portal Built-in training with Learning Path see step-by-step guided help for specific tasks with appropriate content just for your salespeople Share Office 365 Groups w/ other users, even if they don t have CRM Online Access an Office 365 Group from different CRM records you want to collaborate on signatures for CRM Web Client Direct s Quick Find now acts like Global Search / multi-entity search Embed Power BI Tiles directly in CRM Dashboards

12 What s New in CRM 2016 Update 1 - References CRM Customer Center - TechNet -

13 Sales Process Automation Objectives Reduce Manual Data Entry for the Sales Team Ensure that the sales team follows a consistent process Assign Opportunities Better Reporting / Analytics Rational and Systematic Estimates (e.g., Close Probability) Push the Sales Process forward Send Acknowledgements and Notifications

14 Sales Process Automation Objectives

15 What s New with CRM Mobile App for CRM 2016 Update 1 (8.1)

16 What s New with CRM Mobile App for CRM 2016 Update 1 (8.1) View, Update, and Add records when you re disconnected from the internet (don t have to save changes or additions as drafts first). Manage quotes, orders, and invoices; and knowledge articles Reduced start-up times

17 What s New with CRM Mobile App for CRM 2016 Update 1 (8.1)

18 Integrating Microsoft Azure with Microsoft Dynamics CRM Ref: Azure Machine Learning Ref. Imagine being able to make product recommendations based on selected items Customer Service Reps can quickly find the most relevant solutions from the knowledge base to resolve cases with an assist from Azure Machine Learning text Analytics -

19 Cortana Analytics Suite Envision advanced analytics and the machine learning capabilities of the Cortana Analytics Suite to envision intelligent, adaptive processes for sales, customer service and social.

20 New Preview Feature in CRM 2016 Update 1 Relevance Search

21 Contact Us Victor Sai (Sales Manager, Computer Solutions East, Inc.) www. computersolutionseast.com Ian Smith (Owner & President, SyncraTec Solutions LLC)