Transforming The Customer Experience

Transforming The Customer Experience

In a world of instant gratification, customers expect more from the businesses they patron. That’s why you need a CRM solution that’s more than just a CRM platform. You need an all-in-one business management solution to streamline and connect business processes with customer experience. It’s the way of the future for a demanding generation of customers. Deliver the level of service and experience they deserve with Microsoft Dynamics 365.

This all-in-one Enterprise Resource Planning (ERP) business management solution will help connect your financials, sales, service, and operations to streamline business processes, improve customer interactions, and make better decisions.


Manage Your Financials

  • Make informed decisions: Connect data across accounting, sales, purchasing, inventory, and customer interactions to get an end-to-end view of your business. Chart financial performance in real time with built-in Power BI dashboards.
  • Accelerate financial close and reporting: Streamline accounts receivables and payables, and automatically reconcile accounts to close and report on financials quickly and accurately, while maintaining compliance.
  • Improve forecast accuracy: Refine financial forecasts by modeling and analyzing data across multiple dimensions. Customize reports using seamless Microsoft Excel integration.

Automate and Secure Your Supply Chain

  • Optimize inventory levels: Use built-in intelligence to predict when and what to replenish. Purchase only what you need with dynamically updated inventory levels.
  • Avoid lost sales and reduce shortages: Maintain the right amount of inventory by automatically calculating stock levels, lead times, and reorder points. Suggest substitutes when requested items are out of stock.
  • Maximize Profitability: Get recommendations on when to pay vendors to use vendor discounts or avoid overdue penalties. Prevent unnecessary or fraudulent purchases through approval workflows.

Sell Smarter and Improve Customer Service

  • Deliver value at every touch point: Prioritize sales leads based on revenue potential. Keep track of all customer interactions and get guidance on best upsell, cross-sell, and renewal opportunities throughout your sales cycle.
  • Boost sales productivity: Accelerate the quote to cash process. Act quickly on sales-related inquiries, manage service requests, and process payments—all from within Outlook.
  • Deliver exceptional service: Gain a comprehensive overview of your service tasks, workloads, and employee skills to effectively assign resources and accelerate case resolution.

Keep Projects on Time and on Budget

  • Stay on budget: Create, manage, and track customer projects using timesheets along with advanced job costing and reporting capabilities. Develop, modify, and control budgets to ensure project profitability.
  • Plan with precision: Manage resource levels by planning capacity and sales. Track invoicing for customers against planned costs on orders and quotes.
  • Analyze project performance: Make effective decisions with real-time insight on project status, profitability, and resource-usage metrics.

Optimize Your Operations

  • Manage forecasting to fulfillment: Use sales forecasts and expected stock-outs to automatically generate production plans and create purchase orders.
  • Run your warehousing efficiently: Get a holistic view of inventory for efficient order fulfillment. Track every item transaction and movement by setting up bins based on warehouse layout and storage unit dimensions.
  • Reach optimal output levels: Calculate and optimize manufacturing capacity and resources to improve production schedules and meet customer demands.

Protect Your Data and Support GDPR Compliance

  • Respect your customers’ privacy: Use built-in privacy-by-design and privacy-by-default methodologies to help your business comply with the General Data Protection Regulation (GDPR). Grant and restrict access to personal data on multiple levels and enable audit trails to ensure security and accountability.
  • Handle, store and transmit data securely: Move and store personal data freely across your systems while protecting it from unauthorized access with Microsoft datacenters’ automatic encryption.

Run Your Business Anywhere

  • Choose cloud, on-premise or hybrid deployment: Business Central runs where you need it, in the cloud or on-premises, with the same user experience no matter how you deploy.
  • Take your business on the go: The mobile version of Business Central supports both cloud and on-premise users with a consistent, modern experience across Windows, Android, or IOS devices.

Microsoft Dynamics 365 Business Central Dashboard
Microsoft Dynamics 365 Business Central Dashboard

Customer Success Story: 24 Hour Fitness

Just about everybody wants to get fit, but there are as many paths to fitness as there are people embarking on the journey. 24 Hour Fitness stands out in a crowded wellness industry not just for its innovative approach to fitness but for its personalized approach to member services. The company is applying data analytics to member marketing by connecting Microsoft Dynamics 365 with Adobe Experience Cloud hosted on Microsoft Azure to personalize marketing messages to millions of members at its 400-plus US health clubs. By connecting marketing and sales data, 24 Hour Fitness is reaching people in exciting new ways, bringing in record numbers of members, and helping more people reach their fitness goals.

It’s a tall task for any health and wellness business to keep people on track with their fitness goals. In many cases, life intervenes and fitness can get pushed to the bottom of the priority list. 24 Hour Fitness uses tech to set themselves apart from the competition by making their customers’ experience personal and engaging so they keep coming back.

With Microsoft Dynamics 365 and Adobe Experience Cloud, we’re able to meet customers wherever they are—with the activities that they’re interested in to achieve their personal fitness goals.

Jenn Galantini: Director of Acquisition Marketing | 24 Hour Fitness

Email Oakwood Systems Group today to find out more on how we can help you integrate Dynamics and other Microsoft solutions to get a leg up on the competition and ensure your customers are getting the personalized experience they deserve.

Build Loyalty and Brand Advocacy Through Effortless Experiences.

Build Loyalty and Brand Advocacy Through Effortless Experiences.

An increasingly connected digital world has changed the way customers engage with brands. In an age of commoditized products and services, companies look to customer experience as a key competitive differentiator. Customer Service organizations are at the epicenter of a company’s ability to deliver a differentiated and a consistent engagement experience.

Microsoft Dynamics 365 for Customer Service supports the omni-channel, which enables consistent experiences across any combination of self and assisted service engagements. Microsoft Dynamics 365 for Customer Service provides a robust portal for self-service and peer-to-peer community support, with seamless transitions to high-touch agent interactions, and field service when there is a need for onsite help. This solution empowers agents with the resources they need to provide fast and effective service. Implementing this powerful solution empowers people at every level of the organization with insights relevant to their role so that everyone can have a positive and meaningful impact on business outcomes.

Our loyal fans are the driving force behind everything we do. The only way to increase revenue is to increase value, and the only way to increase value is to deliver better experiences.

Scott Loft – VP Ticket Sales, Retention and Database Operations
Oklahoma City Thunder | NBA

Microsoft 365 Dynamics Customer Service
Dashboard: Microsoft 365 Dynamics Customer Service

Key Benefits

  • Earn Loyalty: Increase brand loyalty and advocacy by providing personalized and contextual interactions across the customer journey, through any channel and from any device. Studies show that 91% of consumers are loyal to brands who offer low effort interactions.
  • Empower Agents: Provide your agents with everything they need to deliver a more personalized, effective standard of service – using tools that are at their fingertips, from a single application. Only 4% of service organizations can solve a service inquiry using a single application.
  • Stay Agile: Adjust at the pace of innovation through actionable insights that anticipate the rapidly changing needs of customers and your brand. 77% of consumers around the globe have a more favorable view of brands that offer proactive customer service notifications.

Key Capabilities

OMNI-CHANNEL ENGAGEMENT

Enable end-to-end service engagements across channels on any device. A unified platform ensures context and consistency, delivering personalized service with minimal customer effort.

  • Complete 360-degree view of the customer, including full history of interactions, user preferences, and relevant customer information from third party applications.
  • Complete customer information shared across channels and interactions to ensure consistent experiences, regardless of the number or variety of channels leveraged over the course of a single service request, or throughout the customer lifetime.
  • Real-time insights, SLA timers and entitlements, are presented to the agent so that every interaction is personalized and contextual.
  • Machine learning detects social post sentiment and intent to automatically create and route as cases.
  • Create more personal experiences with chat and co-browse.
  • Drag-and-drop survey designer, theme editor and rich design logic makes it easy to create personalized surveys with multiple delivery mechanisms.
  • CTI framework with several integrations and adapters currently in market.

SELF-SERVICE AND COMMUNITIES

Empower the increasing majority who prefer to find answers on their own through self-service and community options, including access via third party sites, such as Facebook. A branded, personalized experience leverages an organized, searchable knowledgebase to deliver consistent, up-to-date answers, and a community experience for peer-to-peer support, direct interaction with subject matter experts or ideation.

  • Intuitive navigation with case deflection capabilities, community discussion forums and blog platform.
  • Optional federated search returns results from any combination of relevant knowledge articles, social posts and blogs.
  • Automated community thread escalation to case capabilities.
  • Responsive design optimized for mobile devices.
  • Seamless transitions between self and assisted support.
  • In addition to out-of-the-box configurations, admins can create custom entities with easy to use tools, and a rich set of SDKs enable developers to easily build apps as well.
  • Portals leverage CRM authentication, security, user roles and rights, and either local authentication or federated authentication through a variety of providers.

AGENT ENABLEMENT

Empower your agents with a single, unified experience on their desktop or mobile device. Agents can access every source of information they need across diverse environments to provide a more personalized, effective standard of service.

  • A dynamic interface optimized to drive the next best action contextually serves up tools, guidance and data to agents throughout the interaction, including information or assets from third party applications.
  • Topic analysis and machine learning scenarios surface relevant knowledge articles and related cases to help agents solve cases faster and improve first time resolution rates.
  • Boost productivity with business processes and workflow, integrated knowledge, SLAs, agent scripting, entitlements and recommendations.
  • Speed resolution and avoid escalations by using collaboration tools to connect agents with peers and subject matter experts across internal and external teams.
  • Provide context sensitive guidance to help new users navigate the application and perform tasks specific to their role.
  • Reward optimal behaviors with gamification to improve performance and increase productivity.
  • Take service directly to the customer any time it cannot be managed through other channels; a single platform for customer and field service spans case management through to work order completion.
Insights: Microsoft 365 Dynamics Customer Service
Insights: Microsoft 365 Dynamics Customer Service

UNIFIED KNOWLEDGE

Unified knowledge provides a single source of truth across channels and LOBs. Knowledgebase administrators can capture and create content from multiple sources, and an approval workflow ensures accuracy and mitigates risk.

  • Quick Create functionality lets SMEs and agents create content on the fly, which is then routed into the approval workflow.
  • Build your knowledgebase with community sourced knowledge enrichment scenarios.
  • Use rich media, such as images and videos, to increase first time resolution rates.
  • Articles can be scheduled for periodic review or expiration to ensure content is always current.
  • Improve search and discoverability by associating knowledge articles with products, customer entitlements and other customer or account data.
  • Knowledge articles are optimized for mobile devices, and end users can provide feedback by rating content.
  • Knowledge analytics drives article efficiency and identifies potential areas for adjustments and augmentation.

SERVICE INTELLIGENCE

Relevant data empowers every role in the organization to have a positive impact on business outcomes. Insights are displayed through interactive dashboards with powerful data visualization capabilities. Our solution empowers organizations with the information they need to provide proactive care, and to predict and preempt the need for service.

  • Role-tailored dashboards present real-time and historical data through a visual user interface.
  • Drill into data via interactive charts, and include data from third party applications for deeper business insights, analysis and exploration.
  • Use natural language capabilities to instantly render new reports and visualizations.
  • Use service intelligence to identify cross-sell/up-sell opportunities, explore what-if scenarios, improve service metrics and performance and identify best practices.
  • Report on custom KPIs and metrics tuned specifically to your business.

Ready to get going?

Contact Oakwood Systems Group today and discover how you can connect with Microsoft Dynamics 365 for Customer Service.

Imagine What Dynamics 365 Can Do For You!

Imagine What Dynamics 365 Can Do For You!

Customer experience is often the key differentiator between businesses. In fact, 3 in 4 business leaders in a recent study said improving the customer journey and user experience was their top priority in the next year. What’s your priority?

For Jumeirah Hotels & Resorts, who own 23 luxury hotels worldwide, they sought out a solution to more intelligently manage customer data while personalizing communication with their guests. Through their integration of Microsoft Dynamics 365 they’ve seen increased year-over-year revenue growth by sending relevant, customized content enabled by an automated, cloud-based system.

Our industry does not respect tradition, it only respects innovation

Satya Nadella, CEO Microsoft

A powerful CRM, like Dynamics 365, can increase your organization’s profitability by streamlining administrative processes in your sales, marketing, and service divisions, while letting you focus on building and maintaining the customer relationships that matter. A strong CRM solution is a multifaceted platform where everything crucial to developing, improving, and retaining your customer relationships is stored. Without the support of an integrated CRM solution, you may miss growth opportunities and lose revenue because you’re not optimizing your operating processes or making the most of your customer relationships or sales leads.

Imagine misplacing customer contact information, only to learn that your delay resulted in losing your client to a competitor. Or, picture your salespeople pursuing the same prospect, resulting in an annoyed potential customer and some unfriendly, in-house competition. Without a centralized and automated CRM system, your people can lose track of customer interactions and miss business opportunities.


Send us a message below or contact us at (314) 824-3000 to find out how you can make Microsoft Dynamics work for you and your customers too.