The arrival of Microsoft Dynamics 365 in the market created a lot of stir in the CRM and ERP sectors all around the world. While most people are of the opinion that it is better calledas Office 365, this unconventional naming of Microsoft has its own valid reasons. With Dynamics 365, Microsoft has combined the popular Microsoft Dynamics CRM and Microsoft Dynamics AX into a single entity. In order to keep up with the times, Microsoft has intertwined its own smart tools with third party apps via AppSource. Dynamics 365 is a unique software, which streamlines both CRM and ERP functions through clearly defined applications. As the applications are no longer muddled with unnecessary requirements, managing resources and customer relationships is now a lot simpler than before. With Dynamics 365, the CRM and ERP functionalities are now unified into single application.

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The vast majority of enterprise owners arestill confused as to, what is Microsoft’s logic behind this move. Truth be told, enterprise analysts had determined long back that, an organisation’s success in customer management isnot due to its front office alone. Quality customer experience is only possible when both the front and back office work together. It is high time, software apps which utilised this principle made its way to the enterprises. Microsoft dynamics partners are at the forefront of this revolutionary transformation. In this article we shall discuss, what is Microsoft’s logic behind unifying resource management and relationship management solutions into one product.

Customer data can help organisations evolve at every level
With the progress of technology, enterprises are coming up with new ways to utilise data. Customer data is no exception to this trend. By empowering employees at various levels with the tools to leverage customer data, organisations can significantly boost their profits. Dynamics 365 is pioneering this trend of customer data management through its common data model. Owing to the inferences that customer data provides, business apps will be able to overcome their shortcomings in no time. Obviously, this means that customers can expect a higher standard of service than before, thereby improving the organization’s image among the masses.

Even licensing is undergoing a massive transformation
With the release of Dynamics 365, Microsoft has changed the way software licensing is managed in the industry. Organisations are no longer forced to buy blanket licenses for all their software applications. This allows organisations to save licensing costs and improve their bottom lines.

CRM stands for customer relationship management which includes strategies used by the company for managing all the relationships and interactions of the company. The goal of CRM is to improve customer service relationships and to help in retaining the company’s existing customers to eventually increase the sales. Microsoft Dynamics CRM is one such software that aids in maintaining the customer relations. Using this software, in a single view of the customer, all points of contact of the customer such as email, phone number, fax etc. are available.

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The main modules of this software are: Sales, Marketing and Service. The advantages of using this software is that it is flexible i.e. it provides options for deployment, purchase and access, it is easy to use and familiar as it works like other Microsoft products such as Microsoft Outlook, and since it offers a lot of customization and partner offerings it fulfills a company’s business needs. It helps with everything related to the customer starting from pre-sales activities till customer service.

The Microsoft sales module covers areas such as opportunity management, sales process management, pipeline optimization, quotes, order management, sales force management, sales literature and direct email. This module basically provides tools which is utilized by the sales team to manage the opportunities. It comprises entities, reports, dashboards, processes and the products and services offered. In the sales module, the sales team has the provision to maintain their customers, contacts, current orders, existing problems, and their solutions. When a sales person has all this information before them, it is easy for them to talk to their customers as they would not have to face any unexpected questions. They would be prepared to answer all the queries with full knowledge.

The service module covers areas such as case management, complete 360 degree view of customer information, automated routing and queuing, auto-response, email etc. The service module comprises of tools that help to track the complaints of the customers and the other customer interactions with the organization. This module shows service management and service scheduling. The primary purpose of this module is to manage the service tickets.

The marketing module covers areas such as campaign management, marketing list management, list segmentation, campaign execution and marketing reporting. This module is helpful for the marketing professionals as it provides them with a set of tools which can help in retaining the existing customers and attracting new customers which can eventually help in growing the business.