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3 min read

Meeting CIO’s Complex Challenges with Dynamics 365

Meeting CIO’s Complex Challenges with Dynamics 365

Chief Information Officers have faced unprecedented challenges in the last few years, and 2024 is poised to serve up even more. From optimizing budgets to mitigating risk, to process management and maximizing productivity, complexities go with the territory of the CIO role.

But opportunities abound among the challenges.

What if there were a single solution that could empower CIOs to tackle critical priorities head-on and with precision?

Microsoft Dynamics 365 may be the answer for your company, with products that help CIOs and other leaders focus on their key priorities and stay on track.

Join us as we unravel the possibilities of this comprehensive solution that has become a lifeline for CIOs and other leaders in SMB and enterprise companies, enabling streamlined processes for efficiency, seamless project management, better collaboration, and project success. 

 

How Leveraging Dynamics 365 Integration Advances Transformative Success

The following scenario will help illustrate the dramatic effects Dynamics 365 integration can achieve.

Blake is the new CIO of an enterprise manufacturing company, and he’s excited about the improvements he plans to implement in his new role.

Blake’s top priority is to contain expenses due to economic uncertainties while supporting growth initiatives to enable increased profitability. Although the company has already implemented Microsoft Dynamics 365, it neglected to provide proper training on its utilization–a critical component of maximizing the investment in any tool. Blake wants to zero in on three departments that have failed to properly leverage the CRM tools, resulting in lagging process management and ultimately hindering growth.

Below, we call out those three departments, the issues behind the lagging results, and Blake’s solutions for each:

Sales (Dynamics 365 Sales)

Problem: The sales team was struggling to book deals and meet quotas, partly due to not completing the necessary fields in the CRM, which translated to missing information for analysis and, ultimately, missed opportunities.

Solution: The Dynamics 365 module features were updated, including sales process customization, pipeline management, and integration with other D365 apps. In addition, specific fields have been designated as mandatory to ensure sales team members cannot proceed without filling in essential fields such as leads, opportunities, sales forecasting, and customer interactions.

 

Customer Service (Dynamics 365 Customer Service)

Problem: The Customer Service team had fallen behind in resolving customer issues and addressing complaints because they weren’t properly using the tools available to them in the CRM.

Solution: Blake arranged training for Customer Service leadership and then the team itself on how to quickly find the answers they need and provide guidance and swift resolutions for customers. Understanding how to access features like customer feedback analysis, case management, and the knowledge base almost immediately improved NPS scores and customer feedback.

 

Customer Insights (formerly Dynamics 365 Marketing)

Problem: The marketing team wasn't leveraging the automation features to streamline tasks and workflows, nor were they using the analytics features to gain valuable market insights. Instead, they were relying on manual email blasts and ad campaigns, which was undermining consistency in messaging and efficiency due to the manual work involved.

Solution: Training on the Marketing module for the Marketing team and leaders opened up a new world of automated processes and workflows that led to immediate improvements. They’re now nurturing leads with consistent automated drip campaigns, using analytics to gain insights, tracking the ROI of their efforts, and sending automated reports to the CMO to review progress.

 

Six Months Post-Initiative Results with Dynamics 365

What a difference six months can make! The changes in that short period of time have been transformational:

The sales team is using Sales 365 and the new processes implemented in the system, like pros. Their sales pipeline has increased by 30%, and they’re consistently meeting quotas.

Customer service is now in control.

They’re seeing prompt customer resolutions and fewer complaints, enabling greater proactive engagement, which is reflected in increased NPS scores and positive customer feedback.

Marketing has completely revised and optimized processes, automation has been implemented with great success, and the team is using analytics to inform and preserve the content produced, resulting in increased engagement and marketing-qualified leads.

As part of the bigger picture, in addition to the improved use of the Dynamics 365 modules, Blake has gained approval to implement D365 Customer Insights to enable the entire organization to leverage a unified, holistic view of customer data.

Customer Insights includes AI-powered identity management, which ensures your resources are only accessible by legitimate users - sort of like a bouncer who continually learns who should be allowed access to your resources and who should be turned away.

 

The Bottom Line

Blake’s situation is far from unique. Through proper utilization of Microsoft Dynamics 365 and its process management capabilities, CIOs and other leaders can finally focus on critical priorities and keep the company on track for growth.

If your company grapples with ineffective processes, a lack of collaboration and visibility between departments, and the need for automation to improve productivity and efficiency, Microsoft Dynamics 365 is your springboard to success.

 

About the Author:

TrellisPoint is a seasoned and trusted partner to companies in your situation.

Whether you need to optimize the use of your current D365 subscription or you’re considering it as a new adoption, TrellisPoint has 20+ years of experience transforming and personalizing departments like Sales, Customer Service, Marketing, and more, with cutting-edge decision-making analytics.

Let’s discuss how we can help with a free consultation.

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