Are you looking for a solution to improve relationships with your customers, increase your team’s productivity and optimize your business processes? Then you need to know about Dynamics 365 Customer Engagement, a customer relationship management (CRM) platform that offers several features to meet your needs.

In this post, we will present what Microsoft Dynamics 365 Customer Engagement is and what its hubs, or applications, are that allow you to manage different areas of your business in an integrated and intelligent way. Are you curious? So keep reading and discover how this solution can transform your company!

Get started with Dynamics 365 Customer Engagement

Dynamics 365 Customer Engagement is a highly customizable CRM platform designed to suit diverse business models and business processes. Its flexibility allows you to adapt the solution to your company’s specific needs, implementing the features that are most relevant to you. It’s important to explore the different modules and understand how they can automate your organization’s day-to-day processes.

One of the main advantages of Dynamics 365 Customer Engagement is that it offers an organized and accessible environment for storing your customer data, not just on computers, but also on smartphones, Android tablets and Apple iPads. Furthermore, the solution is designed to be a complete system, covering all end-to-end processes. With an intuitive interface and integrated features from other Microsoft solutions, such as Teams and Office 365 (OneNote, Yammer, SharePoint, etc.), Dynamics 365 Customer Engagement automates processes and offers a unified experience.

It is worth mentioning that all Dynamics 365 Customer Engagement applications generate insights with the help of Artificial Intelligence, which support decision-making at all levels of the company, from senior management to operational teams. The solution uses Azure Machine Learning and IoT to keep the consumer at the center of the business, differentiating your company in the market.

Dynamics 365 Customer Engagement apps (Hubs)

Now, let’s explore some of the main Dynamics 365 Customer Engagement modules, highlighting their features and benefits:

Dynamics 365 for Sales

Dynamics 365 for Sales empowers salespeople by helping them focus and personalize their service. Additionally, it offers mobility, gamification and integration features with the Power Platform. Some highlighted features are:

Insights and Sales Accelerator: Salespeople receive insights that help them take faster actions within the customer context, in addition to receiving suggestions for next steps based on the company’s sales playbook.
Relationship Management: Helps sellers create and maintain relationships with buyers, not just when there is a sales opportunity. Integration with LinkedIn makes this process easier, especially in B2B sales.
Performance: Provides reports on sales performance, pipeline, accounts, opportunities, competitors and individual performance, with the aim of increasing sales.

Dynamics 365 for Marketing

Dynamics 365 for Marketing is a marketing automation solution that covers both inbound and outbound strategies. It allows you to manage events, create webinars through Teams, create landing pages and schedule posts on social media.

With this solution, your company obtains a powerful tool that integrates sales and marketing teams, allowing complete management of customers’ purchasing journeys.

Dynamics 365 for Customer Service

 

Dynamics 365 for Customer Service drives digital transformation and improves consumers’ experience with your brand. In this module, we highlight three main features:

  • Omnichannel: Allows the customer to obtain the necessary support, regardless of the communication channel used (email, chat, telephone, social media). Watch the omnichannel webinar on our YouTube Channel for more information.
  • Self-Service and Communications: Guides consumers to find answers to their questions in forums or articles in a knowledge base. Provides real-time responses through in-depth, interactive dashboards, allowing managers and operational teams to gain valuable insights to promote customer loyalty.
  • Agents: Agents can be called at any time to provide personalized customer assistance, viewing customer history and ensuring a more individualized service experience. We held a webinar that shows how the solution is interesting for companies with technical support.

Watch here on our YouTube Channel!

Dynamics 365 for Field Service

According to research released by Microsoft, 65% of customer technical support requests result in technical visits, but only 4% of these visits are resolved in the first action.

Dynamics 365 for Field Service is designed to help companies improve these field service statistics by enabling the management of mobile teams that deliver products, provide services, or provide on-site technical support. Some important features are:

Schedules: Microsoft Dynamics 365 provides an overview of all work orders and schedules, allowing technicians to work individually or as a team. The solution works like a calendar, displaying the days and times reserved for each employee. Plus, it integrates with maps to help optimize routes and reduce travel costs through Resource Scheduling Optimization (RSO).
Surveys: With Dynamics 365 for Field Service, you can conduct surveys and collect customer feedback immediately after technical team visits.
Proactive Contract Management: This feature allows the team to be proactive, identifying problems before the client even notices or makes a formal warning.

Dynamics 365 for Project Operations

Service companies working on projects need a unified process structure that provides a comprehensive view of sales, finances and projects. Dynamics 365 for Project Operations, formerly known as Project Service Automation – PSA, manages all company processes that deal with projects, from sales planning to invoicing and final delivery.

This module demonstrates how all Dynamics modules and other Microsoft solutions integrate to meet the needs of different business models. For example, you can start selling a project using Dynamics 365 for Sales by capturing a potential customer through Dynamics 365 for Marketing. Additionally, it is possible to schedule resources for a project, just as we saw in Field Service.

Other Dynamics 365 “Hubs”

In addition to these, you can purchase additional licenses to access specific features, such as:

Customer Insights: to gain insights into your customers’ behavior and preferences, using internal and external data.
Sales Insights: to increase the productivity and performance of your sales teams, using artificial intelligence.
Marketing Insights: to optimize your digital marketing strategies, using data from social networks and other sources.
Service Insights: to improve the quality and efficiency of your customer service, using artificial intelligence.
Field Service Insights: to monitor the performance indicators of your field teams, using geographic and historical data.
Project Service Automation Insights: to evaluate the profitability and satisfaction of your projects, using financial and operational data.

How much does a Microsoft Dynamics 365 Customer Engagement license cost?

If you are thinking about adopting Microsoft Dynamics 365 Customer Engagement, one of the main questions you may have is the cost of the license. After all, this is a factor that directly influences your budget and your return on investment.

Licensing for Microsoft Dynamics 365 Customer Engagement is based on a user-per-application concept. This means you only pay for the apps each user needs to use, without having to purchase a full license for all users.

The price of each Microsoft Dynamics 365 Customer Engagement plan varies depending on the number of users and the applications chosen. Below, we present the values ​​in US dollars (USD), which may change depending on the currency exchange rate.

  • Sales Professional: Costs $65 per user per month and includes the basic Sales app features.
    Sales Enterprise: Costs $95 per user per month and includes advanced Sales app features like sales forecasting, gamification, and LinkedIn integration.
    Marketing: Costs $1,500 per organization per month (for up to 10,000 contacts) and includes Marketing app features. For every additional thousand contacts, there is an additional $250 per month.
    Service Professional: Costs $50 per user per month and includes the basic features of the Service app.
    Service Enterprise: Costs $95 per user per month and includes the Service app’s advanced features such as case management, customer portal, and chatbot.
    Field Service: Costs $95 per user per month and includes Field Service app features such as smart scheduling, inventory management, and mixed reality.
    Project Operations: Costs $95 per user per month and includes Project Service Automation application features such as resource planning, contract management, and invoicing.
    Customer Voice: Costs $200 per organization per month (for up to 2,000 responses) and includes the features of the Customer Voice app. For every additional thousand responses, there is an additional $100 per month.
    Customer Insights: Costs $1,500 per organization per month (for up to 100,000 customer profiles) and includes the features of the Customer Insights app. For every 100,000 additional profiles, there is an additional $750 per month.
    Sales Insights: Costs $50 per user per month and includes Sales Insights app features such as sales assistant, sales coaching, and conversation analysis.
    Marketing Insights: Costs $750 per organization per month (for up to 10,000 contacts) and includes Marketing Insights app features such as sentiment analysis, audience segmentation, and campaign optimization.
    Service Insights: Costs $75 per user per month and includes Service Insights app features such as satisfaction analysis, problem detection, and solution recommendation.
    Field Service Insights: Costs $50 per user per month and includes Field Service Insights app features such as productivity analysis, route optimization, and demand forecasting.
    Project Service Automation Insights: Costs $50 per user per month and includes the features of the Project Service Automation Insights app, such as profitability, risk, and quality analysis.

How to choose the best plan for your business?

To choose the best plan for your business, you must consider some factors, such as:

The size of your company and the number of users who need to use Microsoft Dynamics 365 Customer Engagement.
The processes you want to automate or optimize with Microsoft Dynamics 365 Customer Engagement.
The apps you need to use to meet your specific needs.
The budget you have available to invest in Microsoft Dynamics 365 Customer Engagement.
What are the benefits of each Microsoft Dynamics 365 Customer Engagement Hub?

By choosing the most suitable plan for your business, you can obtain several benefits with Microsoft Dynamics 365 Customer Engagement, such as:

Increase your sales, improving relationships with your customers and prospects, identifying opportunities, closing deals faster and increasing revenue.
Improve your marketing by creating and executing multichannel campaigns, generating qualified leads, measuring ROI and optimizing your strategies.
Improve your service, offering agile and efficient customer service, through different channels, increasing customer satisfaction and loyalty.
Optimize your field by managing field teams, optimizing routes, scheduling services and monitoring resources, reducing costs and increasing quality.
Manage your projects, managing complex projects, controlling costs, deadlines and quality, increasing profitability and customer satisfaction.
Collect real-time customer feedback by collecting and analyzing real-time customer feedback using personalized surveys, improving your customer experience and your brand’s reputation.
Gain insights into your customers by gaining insights into your customers’ behavior and preferences using internal and external data, personalizing offers and increasing conversion.
Increase the productivity and performance of your teams, using artificial intelligence to assist in decisions, recommend actions and provide guidance.

Conclusion – Dynamics 365 Customer Engagement

Dynamics 365 Customer Engagement is a customizable Microsoft platform, adapted to the specificities and degree of complexity of each organization. It serves all end-to-end processes for companies of all sizes, expanding as the company increases its process maturity. It is worth remembering that Dynamics 365 Customer Engagement is complemented by the ERP called Dynamics 365 Business Central and Power Platform solutions, further expanding customization and automation capabilities.

Want to learn more about Dynamics 365? Request a contact with our team of experts today! We are available to help you gain more information about how this solution can boost your business performance.