Dynamics 365 Customer Engagement
Empower your sales and service teams to deliver world-class customer experience and drive growth.
What Is Dynamics 365 Customer Engagement
Dynamics 365 Customer Engagement (formerly known as CRM) is Microsoft’s cloud-based solution designed to help businesses build stronger customer relationships through data-driven insights and process automation. It includes tools for sales, customer service, marketing, and field service, providing a 360-degree view of customer interactions.
Overview of Dynamics 365 Customer Engagement Components
Organizational Impact of D365 Customer Engagement
Executive Perspective
Dynamics 365 Customer Engagement unifies sales, marketing, customer service, and field service, enabling teams to collaborate seamlessly in cultivating and retaining customers. While businesses often operate in silos, customers experience the organization as a single entity, and any breakdown in the customer journey risks lost revenue and diminished loyalty. By connecting these functions, businesses create a seamless, high-value customer experience that strengthens retention, conversion, and long-term growth. When customer-facing teams align around a shared vision of success, organizations build stronger relationships, increase customer lifetime value, and expand into new markets.
Departmental Perspective
Dynamics 365 Customer Engagement empowers sales, marketing, customer service, and field service teams to achieve their goals through greater productivity, automation, and deeper cross-functional collaboration. Sales teams benefit from automated quote and proposal generation, reducing administrative work and freeing time for customer engagement and new client development. Marketing teams leverage advanced segmentation and behavioral insights to create targeted campaigns that increase sales to existing customers and improve new customer conversion rates. Customer service teams enhance response times and issue resolution through automated case management, strengthening customer loyalty and creating more revenue opportunities for sales. Field service teams improve scheduling, response times, and first-time fix rates, ensuring efficient service delivery that enhances customer satisfaction and retention.
Dynamics 365 Customer Engagement: Strategic Benefits
Customer-centricity is more than a strategy—it’s a cultural shift that prioritizes customer needs in every decision and interaction. Dynamics 365 Customer Engagement enables this transformation by breaking down departmental silos and creating transparency across teams. When sales, marketing, and service teams have shared insights into the drivers of customer experience, they are better equipped to collaborate and deliver high-value customer interactions.
By providing visibility into how their efforts impact the overall customer journey, employees develop a sense of ownership and accountability. Over time, this fosters a culture of continuous improvement, strengthens customer trust, and drives long-term revenue growth.
Dynamics 365 Customer Engagement centralizes data from sales, marketing, service, and field operations—integrating it with financial data to provide a clear picture of business performance. By leveraging Power BI dashboards and analytics, leadership teams gain real-time transparency into both financial and operational KPIs.
When FP&A teams incorporate D365 Customer Engagement insights into their broader analysis, they create a more comprehensive S&OP process that enables a stronger partnership between finance, sales, and operations. This integration allows businesses to make data-driven decisions that optimize revenue, control costs, and ultimately drive EBITDA growth.
D365 Customer Engagement: Modules and Features
Dynamics 365 Sales
Dynamics 365 Sales is a sales management solution that equips sales teams with tools to optimize their pipeline, manage customer relationships, and drive revenue growth. By integrating AI-driven insights and process automation, it enables organizations to accelerate sales cycles and improve win rates.
Process Automation:
Automate repetitive tasks such as data entry frees sales teams of time consuming non-value add work. By minimizing administrative workload and accelerated quote and proposal creation, sellers can spend more time selling.
AI-Powered Opportunity Management:
Identifies high-priority opportunities through data-driven recommendations to focus the efforts of the selling team on the best leads, contacts, and accounts.
Dynamics 365 Customer Insights
Dynamics 365 Customer Insights helps marketing teams gain a 360-degree view of their customers by unifying data across various sources. It offers tools to drive data-driven marketing, improve engagement strategies, and enhance personalization, enabling businesses to better understand and meet customer needs.
Customer Journeys Automation:
Automates multi-channel engagement through personalized customer journeys. This ensures marketing teams can nurture leads more effectively, driving higher conversion rates and streamlining the sales funnel.
Unified Customer Profile:
Consolidates data from transactional, behavioral, and observational sources to create a comprehensive customer view. This insight enables personalized customer experience, resulting in greater loyalty and improved customer lifetime value.
Dynamics 365 Customer Service
Dynamics 365 Customer Service provides tools to manage customer support operations, enabling businesses to track, resolve, and analyze service requests. It helps organizations deliver consistent, high-quality service across all channels, improving customer retention and satisfaction.
End-to-End Case Management:
Tracks and manages the entire life cycle of customer issues. This improves operational efficiency by reducing resolution times, enhancing both customer satisfaction and first-contact resolution rates.
Knowledge Management:
Provides a centralized knowledge base to support both customers and agents. This reduces case volumes by promoting self-service, lowering costs while maintaining service quality.
Omnichannel Support:
Enables seamless support across channels such as email, phone, chat, and social media. Consistent service delivery across these channels strengthens customer trust and loyalty.
Dynamics 365 Field Service
Dynamics 365 Field Service supports organizations in managing mobile service operations. It streamlines scheduling, resource allocation, and work order execution, enabling technicians to deliver efficient and reliable onsite service.
Optimized Work Order Management:
Integrates work orders, tasks, and resource data in a central system. This reduces operational delays, ensuring technicians have the information and materials needed to complete jobs efficiently.
Automated Scheduling and Dispatch:
Leverages AI to assign resources based on location, availability, and expertise. This enhances productivity by minimizing travel time and maximizing service coverage.
Asset Management:
Tracks serviceable assets to enable preventive maintenance. This helps avoid costly downtime, enhance service reliability and customer trust.
Communicate an accurate arrival time to customers, post appointment feedback, equipment history, etc.
Dynamics 365 Project Operations
Dynamics 365 Project Operations provides comprehensive tools for project-based organizations to manage the entire project lifecycle. It connects project sales, planning, execution, and financial management, driving greater project efficiency and profitability.
Integrated Project Lifecycle Management:
Offers real-time visibility across project stages, from sales to delivery. This supports better planning, forecasting, and risk management, improving project success rates.
Resource Scheduling and Optimization:
Allocates resources effectively based on skill sets, availability, and project requirements. Optimizing resource utilization reduces costs and enhances project profitability.
Interactive Project Planning Tools:
Provides features such as Gantt charts and task dependencies to support project planning. This improves timeline accuracy and cost control, enabling timely delivery of complex projects.
Dynamics 365 Sales is a sales management solution that equips sales teams with tools to optimize their pipeline, manage customer relationships, and drive revenue growth. By integrating AI-driven insights and process automation, it enables organizations to accelerate sales cycles and improve win rates.
Process Automation:
Automate repetitive tasks such as data entry frees sales teams of time consuming non-value add work. By minimizing administrative workload and accelerated quote and proposal creation, sellers can spend more time selling.
AI-Powered Opportunity Management:
Identifies high-priority opportunities through data-driven recommendations to focus the efforts of the selling team on the best leads, contacts, and accounts.
Dynamics 365 Customer Insights helps marketing teams gain a 360-degree view of their customers by unifying data across various sources. It offers tools to drive data-driven marketing, improve engagement strategies, and enhance personalization, enabling businesses to better understand and meet customer needs.
Customer Journeys Automation:
Automates multi-channel engagement through personalized customer journeys. This ensures marketing teams can nurture leads more effectively, driving higher conversion rates and streamlining the sales funnel.
Unified Customer Profile:
Consolidates data from transactional, behavioral, and observational sources to create a comprehensive customer view. This insight enables personalized customer experience, resulting in greater loyalty and improved customer lifetime value.
Dynamics 365 Customer Service provides tools to manage customer support operations, enabling businesses to track, resolve, and analyze service requests. It helps organizations deliver consistent, high-quality service across all channels, improving customer retention and satisfaction.
End-to-End Case Management:
Tracks and manages the entire life cycle of customer issues. This improves operational efficiency by reducing resolution times, enhancing both customer satisfaction and first-contact resolution rates.
Knowledge Management:
Provides a centralized knowledge base to support both customers and agents. This reduces case volumes by promoting self-service, lowering costs while maintaining service quality.
Omnichannel Support:
Enables seamless support across channels such as email, phone, chat, and social media. Consistent service delivery across these channels strengthens customer trust and loyalty.
Dynamics 365 Field Service supports organizations in managing mobile service operations. It streamlines scheduling, resource allocation, and work order execution, enabling technicians to deliver efficient and reliable onsite service.
Optimized Work Order Management:
Integrates work orders, tasks, and resource data in a central system. This reduces operational delays, ensuring technicians have the information and materials needed to complete jobs efficiently.
Automated Scheduling and Dispatch:
Leverages AI to assign resources based on location, availability, and expertise. This enhances productivity by minimizing travel time and maximizing service coverage.
Asset Management:
- Tracks serviceable assets to enable preventive maintenance. This helps avoid costly downtime, enhancing service reliability and customer trust.
- Improve first-time fix rate
- Complete more service calls per technician per week
- Manage follow-up work and take advantage of upsell and cross sell opportunities
- Organize and track resolution of customer issues
- Communicate an accurate arrival time to customers
- Provide accurate account and equipment history to the field technician
Keep customers updated with the status of their service call and the resolution
Dynamics 365 Project Operations provides comprehensive tools for project-based organizations to manage the entire project lifecycle. It connects project sales, planning, execution, and financial management, driving greater project efficiency and profitability.
Integrated Project Lifecycle Management:
Offers real-time visibility across project stages, from sales to delivery. This supports better planning, forecasting, and risk management, improving project success rates.
Resource Scheduling and Optimization:
Allocates resources effectively based on skill sets, availability, and project requirements. Optimizing resource utilization reduces costs and enhances project profitability.
Interactive Project Planning Tools:
Provides features such as Gantt charts and task dependencies to support project planning. This improves timeline accuracy and cost control, enabling timely delivery of complex projects.
Why Choose Ascent Innovations?
With 16 years of experience in Microsoft Dynamics Finance, Supply Chain, Customer Engagement, Analytics, etc., Ascent Innovations has a deep understanding of business processes and operations to design solutions that drive business performance.
We specialize in helping organizations optimize Dynamics 365 to improve operations efficiency and decision-making.
With a proven track record and industry experience in enterprise modernization and analytics, Ascent is the trusted partner for companies looking to leverage Dynamics 365 for long-term success.
Why Businesses Trust Ascent Innovations
Ascent Innovations is a trusted Microsoft Solution Partner, delivering scalable, business-driven D365 solutions that optimize operations and drive game-changing growth.
Why Businesses Trust Ascent Innovations
Ascent Innovations is a trusted Microsoft Solution Partner, delivering scalable, business-driven D365 solutions that optimize operations and drive game-changing growth.
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