Tag: microsoft dynamics 365 for field services

Microsoft Dynamics CRM

Turn prospects into engaged customers with intelligent sales and marketing

The selling landscape is undergoing fundamental changes, many of them driven by the effects of B2B customers’ experience as everyday consumers. Many retailers have created personalized, nearly immersive, online experiences for each customer. Consumers shopping for goods and services continually experience fresh and delightful interactions, from highly customized offers and recommendations to frictionless channels to 24/7 interactions. Using Microsoft Dynamics 365 for Marketing and Microsoft Dynamics 365 for Sales organisations are improving  their profit margins.

The impact of B2C on B2B

Today’s B2B buyers have high expectations, and those expectations will not be met if B2B buyers are accustomed to sophisticated consumer interactions in their personal lives. Executive B2B buyers are not impressed by marketing driven by large, relatively impersonal data analysis that leads to inconsistent and conflicting interactions or sales outreach that doesn’t cater specifically to their needs at the right time.

The source of the problem may be largely invisible to the companies perpetuating this issue. Many organizations believe themselves to be customer-centric, while their buyers may not agree. That’s a significant disconnect. Clearly, B2B has much to learn from B2C companies.

Customer experience – the rewards for getting it right

Many B2C organizations have strategically embraced modern technologies like customer data platforms (CDP) and artificial intelligence (AI) to gain a 360-degree view of their customers and follow through on those insights to optimize customer engagement.

The rewards for getting this engagement right are substantial. Many buyers are willing to pay more for a better customer experience. In terms of the potential benefits a great experience can have on sales success, a McKinsey study reported that organizations can expect:

  • 10-15 percent lower customer churn
  • 20-40 percent increase in the win rate of offers
  • Up to 50 percent lower service costs

Take a new approach

B2B companies must move away from their legacy approaches based on large, relatively impersonal data analysis and move to solutions that unify relationship data across the full customer lifecycle. That way, they can gain insights that help build credibility and trust with buyers. They can run multi-channel campaigns to increase sales-ready leads, create personal experiences, and use guided process and AI to anticipate and respond faster to customer needs. They can build the ongoing, high-quality relationships that are necessary for long-term success.

Four principal goals

Turning prospects into engaged customers is a process. In order to achieve these goals, organizations must focus on 4 key priorities:

  • Nurture more demand
  • Personalize buyer experiences
  • Build relationships at scale
  • Make insight-driven decisions

Each of these drives results by using deep reservoirs of data in making technology feel more human.

Nurture more demand

Relying only on conventional, basic email marketing as the primary source of leads is simply not effective enough. In fact, the more focused and demanding the customer universe is, the more essential it is to gain deep insights into what those customers expect. Northrop & Johnson,  a leading global yacht brokerage, competes for multi-million dollar customers using technology its industry has been slow to adopt. Using Microsoft Dynamics 365 for Marketing has created a decided competitive advantage: Vital insights into their customer base have helped to drive a 70 percent increase in charter sales.

In any industry, companies need to generate leads across multiple channels, nurture large numbers of leads while prioritizing each one, and use data-driven insights to deliver leads that are sales-ready. Nurturing more demand is critical to growth.

Dynamics 365 for Marketing helps generate, nurture and prioritize sales-ready leads.

Personalize buyer experiences

It’s time to end friction, inconsistencies, and the “do you know who I am?” part of the customer experience. Companies can acquire a holistic view of buyers, predict buyer intent, and orchestrate a connected, personalized journey for customers.

In an era where guests have more choices than ever for leisure and entertainment, Tivoli delights its guests by using Dynamics 365 Customer Insights to stay one step ahead of expectations and transform the guest experience. With its deeper understanding of guests, it can add new chapters to its long tradition of imagination and innovation.

Dynamics 365 for Marketing enables you to personalize buyer experiences and predict buyer intent.

Build relationships at scale

Mutually beneficial relationships don’t simply happen with more data. Companies need to build credibility to establish and grow relationships with customers.

Together, Dynamics 365 and LinkedIn enable the company to have increased information about, and impact on the sales relationships that are added to its sales pipeline, even as that pipeline experiences exponential growth month over month.

Dynamics 365 for Marketing helps you build relationships at scale.

Make insight-driven decisions

Here’s where sales and marketing can truly align: utilizing data to uncover insights that lead to better-informed decisions throughout the sales process. This can improve performance, empower employees, and enable the company to gain increasingly effective strategic insights.

With more than 1,500 pubs serving guests throughout the UK, Marston’s launched a business transition by bringing together guest data that was scattered across multiple systems into Dynamics 365. With their locations’ guest data now unified, Marston’s will gain a complete view of guests, which can be harnessed to generate customer satisfaction and strategic insights. This approach helps drive improved performance throughout the company, including the opportunity to empower employees – an often-overlooked aspect of a company’s success.

Dynamics 365 for Marketing enables you to make insight-driven decisions to improve performance, empower employees and gain strategic insights.

Aligning sales and marketing: The intelligent way to succeed

It’s possible to create exceptional experiences, drive more qualified leads, and increase revenue if an organization has the vision, process, and technology to harness all the data available. This requires high-level technology with well-defined business goals and sales and marketing applications fueled by keen intelligence. We have a compelling offering to accomplish just that with Microsoft Dynamics 365. Get in touch with our representative to request a demo for Microsoft Dynamics 365 for Sales & Microsoft Dynamics 365 for Marketing

Blog Reference : https://cloudblogs.microsoft.com/dynamics365/bdm/2019/09/19/turn-prospects-into-engaged-customers-with-intelligent-sales-and-marketing/

Uncategorized

Top 5 outdated practices that should be eliminated in your Field Service Business

With 2020 on the horizon, it’s the utter time to think about new platform to improve your field service business. You’ve probably been discovering about new trends and visions for the future, and it’s probably a little overwhelming. A painless way to get started is by discarding some of the outdated practices you’ve been following. We’ve compiled a list of field service practices you might want to leave behind this year.

  1. Manual Scheduling: Field service scheduling requires making fast and calculated decisions. You need to take everything in account from travel time and routing, technicians’ schedules and skill sets, equipment tracking, and SLA compliance. It’s much easier to adopt on an automated scheduling solution to make optimized decisions for you at every new case, so you can focus on the bigger things—like your customers’ satisfaction.
  1. Paper based forms: 46% of field technicians reported paperwork and administrative tasks as the unexpected part of the day. That’s because they would much rather be doing their jobs and interpreting customer problems. Electronic and mobile forms can make this process much less painful and swifter. Go even further to simplify the process by allowing fields to be automatically populated with known information from the main system.
  1. Delaying service updates: It’s important that dispatchers and management have the most precise picture of the status of work being performed. Encourage technicians to update their status service orders in a timely manner from Field service application so you have more visibility into day-to-day execution.
  1. Difficult appointment booking: According to our Field Service Report, almost all cited “ease of booking” as a top priority. If service organizations wish to retain with customers, they must make the booking process uncomplicated, and available across a variety of channels. Everyone has a preference when it comes to communication, so mobile, web, and phone-based booking must be available.
  1. Using separate solution: The only way to gain true visibility into field service schedules is to manage everything in a single solution. This includes schedules, beat planning, long- and short-cycle work, technician allocations, and more. Limiting field service management to Mobile application also gives you the easiness to manage your workforce more efficiently and ensure that you’re equipped to handle urgent work.

Want to see working application, Trident Field Serv solution provides similar solution with advanced activity scheduling, resource optimization and mobile enablement capabilities that enables the field services delivery teams to be able to track, monitor and report the services activities on the go.

Contact us for more information on how we can help your firm identify, implement, measure and use yours key performance indicators for Workforce Monitoring.

Microsoft Azure Iot Services
Uncategorized

Why industry leaders are making the switch to Connected Field Service

Change across organizations, markets and industries is usually steady and predictable, with occasional jump starts that can spark innovation—typically fueled by the intersection of new technology with market demand. This phenomenon is happening right now in Field Service as competitive pressure forces organizations to rethink how to keep customers satisfied by ensuring 100 percent uptime and hyper-speed service delivery.

In the pursuit for exceptional customer experiences, field service has become a frontline for exceptional customer service—the direct link for competitive differentiation across nearly every industry, from retail to telecommunications, manufacturing to utilities. And that means a rapid move away from break-fix models to proactive and predictive service; from standard delivery times to express service all the time; and the ability for field staff to have a 360-degree view of customers to help sell the right set of solutions.

This new, rapidly-emerging model—connected field service—requires an investment in people and technology. A move from legacy systems to cloud-based services and solutions, Internet of Things (IoT) integration, mobile-connected field teams and Mixed Reality technologies. The question on the minds of many executive leaders is timing and ROI. What is the optimal service model? What technology stack will provide long-term returns? And how soon will the investment pay off?

Would you believe that an organization can see a return in as little as four months? That’s the timeframe for MacDonald Miller Facility Solutions, a professional services company revolutionizing facilities management using Microsoft Dynamics 365 for Field Service, and Microsoft Azure IoT services

By adopting the Microsoft Connected Field Service Solution, MacDonald-Miller Facility Solutions found that by taking a more proactive approach to customer care, they could save time, money, and maintain their status as a high-performing industry leader— despite the complications that naturally arise from juggling multiple interlocking and complicated systems.

This adoption would be a different kind of challenge and drastically change how the company tackled maintenance: fully integrating disparate systems into one easily accessible location and CRM for information, diagnostics, and repairs. Now, technicians would be armed with a full history when they were deployed, and with all the necessary tools to make a repair that day— sometimes even before the building maintenance knew it was needed. Integrating this solution of Microsoft Dynamics 365 with Azure IoT Hub into their already tech-savvy workflow allowed them to reduce the time-to-completion for service calls by nearly two weeks, increase profits for their customers, and save even more energy.

So far, it’s been a popular change with customers: The average customer sees between 10 and 20 percent energy savings.

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