Get a 360-degree view of each customer with Dynamics 365 CRM

The CRM system used to be the domain of salespeople, but the days of systems that exclusively track customers' contact information and the latest correspondence are long gone. Dynamics 365 offers a CRM solution that gives both the salesperson and the rest of the organization a full overview of the customer.

To create a strong sales organization, it’s essential to have detailed knowledge of your customers' overall commitment – from first contact to final delivery, including all the subscriptions, invoicing, complaints, deliveries, etc. in between. If you have an older CRM system, or several different systems which each handle a separate part of the customer's engagement, creating a big-picture overview can be a real challenge. Your salespeople may eventually neglect to enter the relevant information when the work of adding the same data to different systems is so redundant and time-consuming.

At the same time, when your customers contact you with questions, they expect you to have a complete understanding the customer relationship, even across different business areas. A good example is in the supply industry, where a company might supply electricity, energy and fiber to the same customer. If the customer needs to talk to three different people to get an overview of bills and consumption, they will quickly look around for a supplier who can provide a one-call answer to everything.

With Dynamics 365 CRM, you’ll get an "out-of-the-box" tool that supports not only sales but also the surrounding processes. This gives you the necessary 360-degree view of your customers.

Dynamics 365 CRM integrates sales and the surrounding processes

Because CRM is no longer solely about sales, but now permeates several parts of the value process, D365 CRM consists of several modules, here among:

• Sales
• Customer service
• Marketing
• Field service

Depending on the needs of your company, the four modules can stand alone or be used in combination. They can also be integrated with the rest of Dynamics 365, Azure and Power Platform. The big advantage is that the four modules talk to each other and automatically retrieve and enter data in the right places. In practice, this means that your employees won’t have to spend valuable time on repetitive data entry, and your salespeople will have a comprehensive overview in one place.

Dynamics 365 CRM can also be used to consolidate data and provide the right basis for making decisions. For example, with a single click, you can see which customers are buying less this year than they did last year. This can give you an indication of which customers you should focus on and where to take proactive measures.

Data creates the basis for optimization

Your data in and of itself is rarely interesting. Once your data is linked together across the business in one unified system, however, you can derive patterns and make analyses of customer behavior, which can form the basis for business-critical decisions.

At NNIT and our subsidiary, SCALES, we take a critical look at your processes and challenge your approach to CRM. With our in-depth knowledge of Dynamics 365 CRM, we can assess which processes in your company are well-served by the standard solutions built into the system and when you may need custom solutions. Together, we can make sure you get the Dynamics 365 CRM solution you need to optimize your business using customer data.