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dynamics 365 business central

Reinvent business productivity with Microsoft Dynamics 365 and Microsoft Office 365

Microsoft Dynamics 365 Business Central is an all-in-one business management solution that helps businesses manage financials, sales, service and operations easier and faster from day one. This e-book explores how the solution integrates with Office 365 to
connect business processes and personal productivity like never before, bringing insight and efficiency to your daily tasks

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How Microsoft Business Central is Powerful & All in One Business Management Solution

Run your business anywhere with Microsoft Business Central

Choose cloud or on-premises. Business Central runs where you need it, offering the same user experience no matter how you deploy.

Take your business on the go.  The mobile version supports both cloud and on-premises users with a consistent experience across Windows, Android, and iOS devices.

Remove language barriers. Business Central supports 25 languages to help increase your productivity.

Store and transmit data across your systems. Help protect your data from unauthorized access with automatic Microsoft datacenter encryption


Manage your financials

Make informed decisions using connected data from reports, charts, and Microsoft Power BI dashboards across finance and accounting, sales, purchasing, and inventory. The late payment prediction extension helps you reduce receivables.

View charts and reports in real time through built-in reports, Excel, or Power BI. Use unlimited dimensions for your data to identify patterns and trends.

Accelerate financial closing and reporting by using the integrated accounts receivable and payable capabilities. Streamline the process with approval workflows and Microsoft Power Automate integration.

Track financial performance with custom general ledger (G/L) and account schedules reporting. Evaluate cost, revenue, or profit reporting in the cost accounting module.


Optimize your supply chain

Predict the best time to replenish stock using built-in intelligence. Use sales forecasts and expected stock-outs to automatically create purchase orders.

Get a holistic view of your inventory, and use the same costing method or different methods for your inventory items. Freely move items between locations, and control the quantity on hand using cycling counting.

Engage with your suppliers proactively and cost-effectively. Register potential suppliers, send inquiries, and convert the best offers to orders. Configure required approvers to help ensure compliance with internal and external policies.

Use system-generated suggestions to replenish inventory based on actual and forecast demand and availability.


Accelerate your sales process

Prioritize leads based on revenue potential. Keep track of customer interactions and get guidance on the best upsell, cross-sell, and renewal opportunities throughout your sales cycle.

Optimize revenue and address customers’ needs, with flexible pricing and discount structures for individual customers and customer groups.

Keep an overview of agreements with sales order and blanket sales order processes. Quickly give customers details about prices, discounts, delivery dates, product availability, and fulfillment status.

Address customer returns with sales return order management, including credit notes, repairs, or replacements.


Deliver projects on time and under budget

Create, manage, and track customer projects using timesheets and advanced job costing and reporting capabilities. Develop and modify budgets to ensure project profitability.

Manage resource levels by planning capacity and sales. Track customer invoicing against planned or actual costs on orders and quotes.

Make effective decisions using real-time insights on project status, profitability, and resource-usage metrics.


Run your warehouse efficiently

Optimize your storage facilities by setting up bins and zones in Business Central to reflect the layout of your warehouse and its racks and shelves.

Streamline receiving and storage by using a template to determine the best placement of items based on type, size, and bin capacity.

Get recommendations on where to move items to optimize the space and the picking process. Speed up shipments and reduce friction caused by cross-docking.

Use real-time data on every item’s zone, bin, and quantity to better fulfill your customers’ orders.

dynamics 365 business central

Case Study on Microsoft Dynamic 365 from Leading Automotive Industry

Toyota Industries Corporation improves service operations to maximize uptime for their customers

Toyota Industries Corporation (“Toyota Industries”) is Toyota group’s head company, with 90-plus years of history, and offers products that account for the world’s largest shares of the following three fields: forklifts, compressors for auto air conditioners, and air-jet looms. Toyota L&F Company, which develops, manufactures, sells, and  after-sales services forklifts, plans to improve the quality of their after-sales services by leveraging telematics and IoT for visualizing service operations. The company promotes the project and the introduction of Global Mobile Service Solutions (GMSS), together with Microsoft Enterprise Services. GMSS uses Microsoft Dynamics 365 for Field Service, and with telematics linked to Microsoft Azure to improve preventive maintenance and move further towards predicting failures.

Maximize Uptime by Leveraging Forklift Data

Toyota Industries aims for further growth in the business of industrial vehicles that have grown into a business that accounts for 60% of the company’s. Mr. Michio Yonezawa, General Manager, Service Department, spoke of the significance of maximizing forklift utilization by offering after-sales services that meet the business needs of their forklift customers. “The mission of the Service Department is to improve our after-sales services and establish strong relationships with our customers, so that we can receive additional orders from them. We think that offering satisfying after-sales service ultimately contributes increase sales.”

The company wanted to offer high quality services globally, and decided to introduce Dynamics 365 for Field Service as the primary tool for managing the after-sales service skills and operations for those distributors offering services to forklift customers all over the world. They wanted to improve their operational management accuracy, shift to a paperless process, reduce man-hours, and increase efficiency. They would do this by visualizing business KPIs in digital form, and laying out a framework to help boost their strengths and compensate for any weaknesses in various regions.

Mr. Yonezawa explained the reasons for selecting Microsoft Enterprise Services as their partner in achieving their objectives, as follows. “Microsoft has many great accomplishments as a global IT company, and, above all, Microsoft Enterprise Services made an achievement to implement our systems to our European sites. In addition, Microsoft Enterprise Services not only understands the latest technologies, but they also develop systems based upon our after-sales service operations, and they provide global assistance. They will help us achieve our goal of global expansion.”

Further, Toyota Industries plans to perform maintenance prior to the occurrence of failures, which also necessitates linkage technologies between the Microsoft cloud and IoT. The company uses Azure to collect machine information of their forklifts in operation. Linking information related to after-sales service from GMSS to the machine information in the cloud is expected to assist the Service Department in performing the right maintenance at the right time, preventing forklift failures from occurring at minimal cost. “Sudden failures greatly hinder the customer’s business activities, and generate extra-budgetary expenses. Previously, we conducted regular inspections in accordance with the guidelines based on how long the machines had been operating. By leveraging the machine information collected via telematics, inspections can be carried out in response to the customer’s usage, thereby reducing their burden,” explained Mr. Yonezawa.

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Visualization of Business Operations, Improvement in Productivity, and a Shift to a Paperless Process with GMSS

Toyota Industries chose Microsoft Dynamics 365 for Field Service – which is already in worldwide use, cooperates with the latest technologies including IoT, AI, and machine learning, and enables practical applications – to visualize and improve after-sales service operations for GMSS development. Mr. Senichiro Kondo, who directs the global expansion of GMSS as the General Manager, Overseas Service Operation, Service Department, stated the reasons for selecting a cloud-based system for improving their after-sales service operations. “Since we manage operations in countries except for Europe and North America, the cloud enables us to facilitate management in a unified manner, and lay out a framework that helps provide the same services world-wide. In addition, Toyota could differentiate itself from its competitors by being first to introduce IoT to the service operations. Our competitors have not done this yet. The Microsoft cloud meets our security guidelines and we did not hesitate at all to use the cloud.” India was selected to be the first country for the deployment of GMSS, which occurred in February, 2018. “One reason we chose to deploy GMSS to India first is that we directly manage the distributors with standard service operations and it would allow us to examine their cost-effectiveness in detail. Another reason is that, if it is proven cost-effective in India, where wages are low, we could promote the deployment of GMSS to distributors in other countries,” said Mr. Kondo.

In India, approximately 80 field service technicians had been receiving instructions on after-sales service operations in written form or manually. Technicians’ visit plans had been written on white boards, and material preparation before the visits was time-consuming. “The introduction of GMSS based on Microsoft Dynamics 365 for Field Services enabled the dispatchers to prepare and allocate instructions to give to the technicians. A mobile device app scheduled customer visits, periodical inspections and repair work for the technicians. Service reports can now be displayed on a screen, explained to the customer, signed by the customer, and submitted to the technician’s superior in a paperless stream, resulting in a significant improvement in work efficiency,” said Mr. Ryo Makino, a core member in charge of GMSS deployment in India, and Group Manager, Planning Group, Overseas Service Operation, Service Department.

Various materials, including service materials, check sheet for maintenances, and visit histories that were used to previously store in separate locations can all be accessed from mobile devices, helping reduce the time taken to prepare them before paying the customer a visit. This also made it possible to determine the exact amount of value added work time to the customer (excluding the time for making work preparations and travel, the time needed to start work after arrival, etc.), immediately perform an analysis, and make improvements to further promote the standardization of work procedures and the efficiency resulting from the GMSS deployment. Toyota Industries intends to reduce technician man-hours by 20% – 25% with this freshly deployed system in India.

“System deployment is pointless if it cannot benefit the following three parties: the manufacturer, the distributors, and the customer. This GMSS shows us a variety of statistics and enables us to be more efficient. The ideal arrangement is that the technicians that perform service operations use the GMSS, perform their jobs with greater ease, and feel happier, instead of just being obligatorily trained to reduce wasted time. This in turn improves the services we provide and makes the customers happier,” explained Mr. Yonezawa.

Promoting Expansion into Other Countries and Achieving Further Growth

GMSS will have been deployed in Vietnam by June, 2018, and then expanded into Singapore, Malaysia, South America, and Japan after that. “Nowadays, there are fewer technicians available, and more problems with an aging workforce and shortages. We want to deploy a system, and create an environment, where problems with paper are eliminated, and the work can be performed in a safe and efficient manner to attract more human resources,” said Mr. Kondo.

To conclude, Mr. Yonezawa said, “Our next goal is to achieve improved failure prediction together with Microsoft. We want to identify what makes our customers happy to tell us that choosing our service was the right idea. We also want to sample forklift data, use it to facilitate the design and development of future forklifts, and deliver better products and services to our customers.”

Toyota Industries, which has the world’s largest forklift marketshare, will continue to improve the quality of their after-sales services, and boost customer satisfaction and sales growth as it approaches the 100th anniversary of its foundation.

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8 tips to build a successful restaurant experience in times of crisis and beyond

Digital transformation is no longer a choice. That’s the key message from the experts who spoke at “How to build a successful restaurant experience in Covid times,” an online event organized by LS Retail and Microsoft. The panel included industry experts from Microsoft and LS Retail as well as Leon DeWet, a CIO with decades of experiences in the F&B industry. The group discussed how restaurants can build competences and resilience to maintain customer loyalty and thrive, now and through the next crisis. This blog is mainly for Restaurant management software & tips for Successful restaurant  experience

Restaurant Management Software

Here are 8 tips from the experts to help you approach this digital transformation, so that you can ride the next wave of change instead of being crushed by it.

1. Rethink every step of the journey

Yesterday, you had to deliver convenience and hospitality; today, you must also guarantee customer and employee safety.

Many restaurants have added quick fixes, such as covering payment devices in plastic, so they can easily be sanitized. “How often does the reader on the contactless device not work, now that it’s covered in plastic?,” Minicola asked attendees, adding “And how often do restaurants ask me to touch the screen anyway to provide a tip?”

The boom of contactless payments, home delivery, drive-thru and curbside is not temporary. Restaurants must step back, rethink the whole journey, and implement solutions that are effective and designed to last long-term.

Two examples that were mentioned of additions that will bring a benefit now and tomorrow:

  • Menus that can be accessed via a QR code are useful now – paper menus are hard to sanitize – and will provide a value later on, as they enable restaurants to make quick menu changes without wasting time or printing costs.
  • Software to manage tables and seating plans can help you easily redesign your floor plan, with safely distanced tables and clear tracking of who is seating where and when for contact tracing purposes. In the future, table management software can help you optimize seating space, track the status of each table (who is waiting to order, who has been served) and easily accommodate last-minute guests, all the while keeping your service flawless.

2. Focus on mobility

Mobility should be a priority in any digitization project. Running your Point of Sale on mobile devices helps you manage the flow of guests and staff inside the restaurant premises. Your server can take an order from a group sitting on the terrace, and then go to another table, take their card payment and see them out. Service is faster and more convenient for your guests, who can stay seated throughout. At the same time, you reduce the risk of contagion by reducing needless walking around and queuing at the till, and by letting servers using a personal device instead of sharing a standard till.

And if your POS offers a two-way connection to the display systems in the kitchen, you get a whole set of extra benefits. “With our restaurant software, when you punch in an order at the POS, the order is sent automatically to a digital display at the correct kitchen station. Your front-of-house staff is spared all the needless back and forth from the table to the kitchen and to the register. The result is less risk of contact, and less time wasted,” said Eric Miller, Regional Director at LS Retail. But this is just scratching the surface. Mobile POS, especially when part of an interconnected technology platform, also enables more precise communication between front of house and kitchen, reduces the risk of production mistakes, and helps speed up table turns. Michael Mento, Surface specialist at Microsoft, described how eagerly restaurants have adopted the Surface tablet devices, which also come with accessories specifically designed for use on the restaurant floor.

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3. Build your experiences on a strong technology platform

Customers demand consistent experiences, and these can only be achieved through a unified approach to technology.

Unified software solutions are increasingly replacing traditional fragmented IT setups. The benefits are well known:

  • Managers geta 360-degree view of the organisation, with all business and customer data accessible in one place.
  • Decision making is faster, as managers can get actionable reports, accounts and statistics exactly when they need them.
  • Implementation and management costs are lower, as you don’t need to integrate separate systems and to maintain these integrations.
  • You can transmit information quickly across the company, from the dishes on today’s menu to recipes, prices and nutritional content. So everyone can always perform at the top of their abilities.

And if you run your unified software in the cloud, you can grab opportunities as they arise. As the pandemic hit, companies that run their software in the cloud, and who were not burdened by traditional on-prem infrastructure, investments and timelines, have been able to add innovative technology and transform their business models faster. “For many restaurants, the ability to add systems for pickup, delivery, and curbside made the difference between success and closing up doors,” Miller pointed out.

Leon DeWet, former CIO at F&B enterprises Cracker Barrel and O’Charley’s, reminded business to consider how well the selected software and hardware work together. “If one works, but the other one doesn’t deliver, the project fails,” he noted. “Look for a solution that is proven for software and hardware working together.” Mento, from the Microsoft Surface team, echoed DeWet’s words.

4. Track changes in customer behavior

With people working from home and stuck in lockdowns, restaurants have seen tremendous changes. They have lost old customers, gained new ones, and seen regulars approach them at different times, with new needs. These are changes businesses must pay attention to. “You need to capture this data, or you have no way to build your strategy on driving loyalty now and into the future,” said Minicola. “You cannot establish and foster loyalty without data,” she added.

Access to data that is both reliable and timely is necessary for action. You need to clearly see what is happening to react, and prevent issues and waste. “During the pandemic, many restaurants have had problems sourcing specific ingredients,” said Miller. “With our software, you can do predictive cost analysis, and experiment varying prices, menus and recipes. The system helps you find the sweet spot with optimum benefits. You can then use this knowledge to build resilience into your supply chain in preparation for similar events down the road.” Having clear visibility of your available stock across your locations also enables you to optimize stock usage, for example moving the content of your freezers from a location in a mall that is seeing no foot traffic to one that is still doing good business.

Restaurant Management Software

5. Change your metrics

The world has changed, and how you define success needs to change, too. DeWet believes that too many restaurants are stuck to old KPIs, and took table turns as an example. “How fast you can turn a table is only important if you have guests to fill that table. Don’t be blinded by what has historically been deemed key metrics within the organization. Understand what’s happening in your business now before you decide which metrics to focus on,” he advised.

Change your metrics, and be ready to tweak them again and again. “You can’t use current behavior as an indicator of how customers will deal with you in the future,” Minicola pointed out.

6. Use intelligent tools to predict the future

DeWet, who describes himself as a true fan of intelligent analytics, believes that too many restaurant businesses don’t use their analytical capabilities to their full potential.

“Most organizations are still too focused on just using analytics reactively. They look at the historical data to try and understand what has happened. But it’s with predictive analytics that you get the true value of your intelligence,” said DeWet. Predictive analytics look at disparate large data and find those correlations that can help you foresee changes in trends, so you can understand where the business may be going. For example, if you see that average miles driven begins to drop, you can use AI-powered tools to investigate what typically happens when that situation occurs. This helps you predict when you can expect it, and prepare for it.

DeWet also described the benefits of using a business intelligence platform that can pull in big data. “Marrying your internal data with external data about your environment you can get a much clearer picture of how guest behavior might change. In some areas of your business, a small change in your behavior or in your processes can drive huge benefits,” he said.

7. Don’t forget the human factor

Even though social distancing has changed the entire experience of dining in, guests still want to get a social, warm, personalized experience from their restaurant visit. Employee empowerment – allowing your staff to create the atmosphere of hospitality that drives people back – remains essential to breed loyalty.

“We all strive for loyalty – but it all starts with personal connections,” said Minicola. “If you want to connect with me, you have to talk to me. And that’s how you collect my data, get to know me better, and can then send me offers that drive me back through your doors.”

Carefully select your staff members, and take care of them. “When your staff are well cared for, your customers will be well cared for, too,” said Minicola.

Restaurant Management Software

8. Think long term

An effective digital transformation is built on long-term thinking. “Who would have though, just a year ago, that curbside delivery would be a thing for restaurants like it is for Walmart?” Minicola asked. DeWet advised restaurant CIOs that “We need to change our mindset, and realize that an investment in technology is no different from an investment in the latest air conditioning, or fry system. In both cases, you are investing in a key infrastructure that will enable to do business on an ongoing basis. You can’t wait until the demand is there before you make that investment. You need to be ready ahead of time,” he concluded.

There will be no “going back to normal” after Covid-19. Consumer demand will keep on shifting in different directions, and restaurants must be ready to constantly transform. “There’s a value in being prepared for the future. Even if a technology may not drive clear returns today, if it puts you in a position to be able to respond to changes, then it’s worth it,” DeWet said.

Digital transformation is become an imperative, but restaurants don’t have to do it all on their own. “No one expects you to understand it all. That’s why you have partners,” Minicola said. If you need help in getting your digital transformation going, contact us.

Microsoft Dynamics CRM

Customer Story : CRANE Worldwide Logistics centralised their sales platform with Microsoft Dynamics 365

As it approached its 10-year anniversary and its first billion in revenue, global logistics and freight company Crane Worldwide Logistics looked for a modern platform that brought all its sales tools into one place. With the Microsoft Relationship Sales solution, which brings together LinkedIn Sales Navigator and Microsoft Dynamics 365 for Sales, its salespeople have the tools to drive more meaningful engagements with customers, convert opportunities faster, and create more revenue.

 

A global sales team

From a startup created in the risky business climate of the 2008 recession, Crane Worldwide Logistics has become a major player in the global transport and logistics industry, on track to hit USD1 billion in revenue in 2019. Created by former Eagle Global Logistics executives and headquartered in Houston, Texas, Crane Worldwide aims to provide customers with full transparency into its supply chains by coupling talented people with game-changing technology.

But with salespeople spread across the globe, Crane Worldwide found itself with a visibility problem.

“We weren’t all working on a common platform, so we were lacking in visibility,” says John Jergens, Vice President of Global Sales at Crane Worldwide. “We knew we had a vast sales pipeline out there, but there wasn’t much data available on it—so we couldn’t see how robust it was.”

From data silos to connected visibility

A key part of the Crane Worldwide ethos is providing customers with meaningful interactions—and that relies on having a customer relationship management (CRM) solution that salespeople can use to build and maintain relationships and convert opportunities more effectively. But, with a seven-year-old siloed CRM system that it had simply outgrown, the company lacked the tools its salespeople needed. “The previous system never had very good adoption,” Jergens adds. “It just wasn’t very functional.” So, the team went looking for a platform that could replace it.

With implementation support from Microsoft Partner Network member PowerObjects, Crane Worldwide deployed the Microsoft Relationship Sales solution, a powerful combination of Microsoft Dynamics 365 for Sales and LinkedIn Sales Navigator, to support personalized, meaningful customer engagements. The team was already using LinkedIn Sales Navigator and Microsoft Office 365, so Dynamics 365 for Sales was the ideal addition to the Crane Worldwide ecosystem.

“We saw how Microsoft Relationship Sales could help us focus on being easy to work with from a customer’s perspective,” explains Jergens. “So this whole deployment was part and parcel of becoming easier to do business with.” Now, just six months into deployment, Crane Worldwide has 300 Microsoft Relationship Sales users in its ranks, including 150 direct sellers along with employees from its marketing and account management teams.

New processes, simpler sales

Using the Microsoft Relationship Sales solution, Crane Worldwide salespeople have already changed the way they work. And they’re reaping the benefits of the visibility they’ve gained into the sales pipeline.

“Once we rolled out Microsoft Relationship Sales, the overwhelming response was that it’s really easy to use, and it doesn’t take much time,” says Jergens. “We created a very simple weekly routine where our sellers spend about 30 minutes adding new data into Dynamics 365 for Sales. That’s just six minutes a day to keep everything up to date.”

With faster processes freeing up more time for the sales team, sellers can focus their energy where it matters most—building the customer relationships that turn into revenue. And, at the end of each week, management can analyze activity through a global dashboard, which combines CRM and customer interaction data into detailed executive reports that show how salespeople are turning relationships into revenue.

“With Microsoft Relationship Sales, we can generate KPIs that tell us what a healthy pipeline should look like. We look at the number of prospects and targets, how long the sales cycle takes, and the time from when we close an account to the time it generates revenue,” explains Jergens. “And if the pipeline isn’t where it should be, we can support the sellers with the resources that they need—it’s more productive all around.”

A centralized sales platform

Because Microsoft Relationship Sales brings together so many sales capabilities, Crane Worldwide sellers have everything they need to do their jobs in one place. Previously, they had to manage a relationship from scoping to sale across disconnected tools and platforms, far from an efficient process.

“It’s difficult to put a number on what it’s like to manage 30 or 40 customers with an email folder and a spreadsheet,” says Jergens. “Now, once the salesperson finds a prospect using LinkedIn Sales Navigator, they use Dynamics 365 for Sales to easily track those conversations. Instead of creating and referencing a lot of notes, they can quickly link activities and discussions through Microsoft Relationship Sales.”

With LinkedIn Sales Navigator and Dynamics 365 for Sales together, salespeople can start building the context they need to deliver a meaningful interaction before the first contact even occurs. Insight into potential prospects’ roles, connections, and priorities through LinkedIn Sales Navigator is fed straight into Dynamics 365 for Sales—increasing conversion chances from the very start. “It’s had a direct impact on the time it takes to develop customer relationships, because we have true visibility into those opportunities now,” explains Jergens.

A built-in assistant also sends prompts to help sellers accelerate the sales cycle, reminding them to contact a lead that might go cold or nudge an opportunity as it approaches its estimated close date.

A roadmap for integration

In businesses the world over, sales and marketing teams struggle to communicate and collaborate effectively. As the sales team adapts to Microsoft Relationship Sales, Crane Worldwide is already adopting more of the solution’s capabilities to help sales and marketing stay on the same path.

“The marketing teams are able to work in tandem with the sales team to help them understand how marketing activities can help nurture their prospects,” says Jergens. “They’re really starting to get up and running, using Microsoft Relationship Sales to communicate with the customer base and help convert contacts into leads and then into opportunities.”

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Dynamics 365: 2020 release wave 2 plan

The Dynamics 365 release plan for the 2020 release wave 2 describes all new features releasing from October 2020 through March 2021. You can either browse the release plan online or download the document as a PDF file. The PDF file also includes information about Power Apps, Power Automate, Power Virtual Agents, Power Platform governance and administration, and Common Data Model and data integration.

The Microsoft Power Platform features coming in the 2020 release wave 2 have been summarized in a separate release plan as well as a downloadable PDF.

2020 release wave 2 overview

The 2020 release wave 2 for Dynamics 365 brings new innovations that provide you with significant capabilities to transform your business. The release contains hundreds of new features across Dynamics 365 applications including Marketing, Sales, Customer Service, Field Service, Finance, Supply Chain Management, Human Resources, Commerce, Fraud Protection, and Business Central.

Marketing

  • Dynamics 365 Marketing improves the customer journey canvas experience and adds integration with Microsoft Teams for virtual events. Segmentation is enhanced with a new natural language experience to create and consume segments, helping eliminate the specialized skills needed to build complex segments.

Sales

  • Dynamics 365 Sales continues emphasis on simplified experiences, app integrations, gamification, a new mobile experience for quick access to customer information, and new enhancements to forecasting to natively create and manage bottom-up sales forecast processes.
  • Dynamics 365 Sales Insights continues investments across multiple areas: sales acceleration, conversation intelligence, relationship intelligence, and advanced forecasting and pipeline intelligence with predictive lead and opportunity scoring to help sales teams uncover top deals.
  • Dynamics 365 Product Visualize empowers sellers and accelerates complex sales processes by showcasing and customizing products in their real-world environment. Sellers can place a 3D digital twin of a product in their customer’s environment and make detailed notes about their requirements.

Service

  • Dynamics 365 Customer Service expands agent productivity capabilities enabling agents to engage in multiple sessions simultaneously. Omnichannel for Customer Service is enhanced with additional extensibility options to enable integration with mobile applications, Microsoft bot framework, and outbound messaging channels.
  • Dynamics 365 Customer Service Insights adds new capabilities to help agents using similar case suggestions to resolve customer issues quickly and easily. A new analytical view for customer service managers helps them focus on key support areas that need attention. These highlights will also be included directly in the core Customer Service Hub app so that users can get insights in context without having to switch between applications.
  • Dynamics 365 Field Service continues to add intelligence capabilities including a new Field Service dashboard for monitoring key KPIs and work order completion metrics. There are many user experience enhancements to enable proactive service delivery. The Field Service mobile app is enhanced with capabilities such as push notifications and real-time location sharing. This release wave also includes scheduling enhancements such as multiday manual scheduling and enhanced skill-based matching.
  • Dynamics 365 Remote Assist expands its range of scenarios beyond calls, allowing technicians to perform activities such as capture service and repairs data, perform surveys and walk-throughs independently, and derive service insights from their service operations.

Finance and Operations

  • Dynamics 365 Finance continues to focus on automating common tasks to reduce the number of manual processes and add insights and intelligence in Finance. Asset leasing enhances the core capabilities of Finance and the global coverage for Finance continues to expand in this release wave.
  • Dynamics 365 Supply Chain Management expands planning optimization for Manufacturing to perform supply and production planning in near real time with in-memory services. Enhancements to Product Information Management include engineering change management and product versioning capabilities. Cost Management includes new features that will enable global companies maintain multiple cost accounting ledgers by allowing dual currency and dual valuation. Enhancements to the job card device include a new user experience and a new feature to enable reporting serial numbers.
  • Dynamics 365 Guides is focusing on intelligent workflows in this release wave. By taking advantage of data and AI innovations, work instructions can be configured to adjust on the fly based on operator inputs. In addition, insights will make it easier to use time-tracking data and connect that data to your business.
  • Dynamics 365 Project Operations unifies operational workflows to provide the visibility, collaboration, and insights needed to drive success across teams from sales to finance. Project Operations connects your sales, resourcing, project management, and finance teams within a single application to win more deals, accelerate delivery, empower employees, and maximize profitability.

Human Resources

  • Dynamics 365 Human Resources expands leave and absence and benefits management capabilities to transform the employee experience. Employees and managers will be able to manage leave and absence directly from Microsoft Teams. This release wave enables streamlined integrations to recruiting and payroll partners, thereby building a Human Capital Management (HCM) ecosystem.

Commerce

  • Dynamics 365 Commerce continues to expand capabilities enabling non-developers to easily design and manage digital commerce experiences. Customers can increase lift online and in store with “Shop similar looks” for recommendations. Customers can discover and deploy third-party services, connectors, modules, and themes from Microsoft AppSource.
  • Dynamics 365 Connected Store adds a number of new capabilities such as integration with Dynamics 365 Commerce, front-line worker task assignment and tracing with Microsoft Teams, integrated workflows with Microsoft Power Platform, intelligent command center, store analytics, and store insights solutions such as anomaly detection, inventory recommendations, and shift management recommendations.

Fraud Protection

  • Dynamics 365 Fraud Protection adds integration with Dynamics 365 Commerce and a new “manual review” capability that allows customers to use the Fraud Protection rules experience to flag transactions for review, and then allow expert human agents to consume and adjudicate those transactions.

SMB

  • Dynamics 365 Business Central investments for this release wave include service enhancements to meet the demands of a rapidly growing customer base, improved performance, handling of file storage, geographic expansion together with support for Group VAT, top customer-requested features, and deeper integration with Microsoft Teams.

Customer data platform

  • Dynamics 365 Customer Insights enables every organization to unify disparate data—be it transactional, observational or behavioral sources—to gain a single view of customers and derive intelligent insights that drive key business processes.
  • Dynamics 365 Product Insights enables organizations to understand their customers’ journey, usage, and experience across all channels of their products (web, mobile, and connected devices).

Dynamics 365 Customer Voice

 Note

Starting in July 2020, Microsoft Forms Pro is renamed to Dynamics 365 Customer Voice.

  • Dynamics 365 Customer Voice is the next product evolution from Microsoft Forms Pro. Dynamics 365 Customer Voice is an enterprise feedback management application, powering simple yet robust feedback capture, an integrated customer data platform, and built-in insights tools to enable timely followup actions to close the loop with your customers.Dynamics 365 Customer Voice includes ready-to-use feedback solution templates that preconfigure survey questions, workflow, and reports including a customer feedback solution template based on customer experience (CX) best practices from Forrester Research.

Industry accelerators

Industry accelerators are foundational components within Microsoft Power Platform and Dynamics 365 that enable ISVs and other solution providers to quickly build industry vertical solutions. The accelerators extend Common Data Model to include new entities to support a data schema for concepts within specific industries. This release wave includes enhancements to the following industry accelerators: nonprofit, education, financial services, media and communications, healthcare, manufacturing, and automotive.

Key dates for the 2020 release wave 2

This release plan describes functionality that may not have been released yet. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Here are the key dates for the 2020 release wave 2.

KEY DATES FOR THE 2020 RELEASE WAVE 2
Milestone Date Description
Release plans available July 8, 2020 Learn about the new capabilities coming in the 2020 release wave 2 (October 2020 – March 2021) across Dynamics 365 and Microsoft Power Platform.
Release plans available in 11 additional languages July 23, 2020 The Dynamics 365 and Microsoft Power Platform release plans published in Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Portuguese (Brazilian), Spanish, and Swedish.
Early access available August 3, 2020 Test and validate new features and capabilities that will be a part of the 2020 release wave 2, coming in October, before they get enabled automatically for your end users. You can view the Dynamics 365 2020 release wave 2 early access features now.
General availability October 1, 2020 Production deployment for the 2020 release wave 2 begins. Regional deployments will start on October 2, 2020.

Just like the previous release waves, we continue to call out how each feature will be enabled in your environment:

  • Users, automatically – These features include changes to the user experience for users and are enabled automatically.
  • Admins, makers, or analysts, automatically – These features are meant to be used by administrators, makers, or business analysts and are enabled automatically.
  • Users by admins, makers, or analysts – These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.

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