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5 CRM trends to watch out for in 2021

Discover 5 CRM trends to watch out for in 2021 to thrive in a world shaken up by COVID-19.

Your relationship with customers is what will win you new business over and over again. If you manage to do it right of course. So, what do you need to do to stay ahead of the fierce competition during these troublesome times? Find out what direction CRM is heading in. Take a look at these trends to spot if your business is on the right track.

Keep reading to find out why you should watch out for these 5 leading CRM trends in 2021.

[READ ALSO] Digital Transformation Trends of 2021 >>


How AI-powered CRM tools can boost your Customer Service

Artificial Intelligence to power CRM and Customer Service

Last year, it became clear that customers’ behaviour is changing drastically and continues to grow more unpredictable each passing day.

The importance of gaining deeper insights is highlighted yet again and also challenges your business to achieve much more.

How do you manage then to do more with your real-time customer data today?

Hence why Artificial Intelligence (AI) is currently one of the most anticipated developments to come in CRM. You can expect AI-powered CRM tools to push the limits of your CRM further.

Think of applications such as automating time-consuming tasks, improving your service agents’ productivity, proactively solving customer issues, advancing your chatbots, predicting your customers’ needs, and many more.


Fewer channels to spark more conversations

One-Channel or Channel-less CRM

Omnichannel is no stranger to many. Plenty of businesses already adopted the omnichannel strategy to create a seamless customer experience, even as customers jump from channel to channel.

However, this year turns out to be quite different as a single-channel approach to CRM is becoming more favoured.

What is a single-channel approach?

What this means is that current communication channels will in fact unite. Through one-channel, your sales agents and also your customer service agents no longer need to switch channels to communicate with your customers.

Add AI into the mix and the majority of the work is done, leaving you with a channel-less CRM.


Big data: The next big thing to happen to CRM

Big data and customer data platforms in CRM

Let us state the obvious. The success of CRM relies on the data that you collect as well as what you do with it. Nowadays, the personalisation of customer experience is what determines the outcome of any interaction you have with a customer. How does this actually influence your business?

Here is what you can expect from big data and customer data platform software

  • Get complete and data-driven insights on your customers.
  • Perfect your marketing strategy through one, unified view of the customer experience.
  • Allow AI to analyse your data so you can identify buying patterns and conversion opportunities.


Voice Technology on its way to CRM

Voice Assistance expected in CRM

With the rise of voice technology, it only makes sense that voice engagement is on its way to CRM. Microsoft for instance is already showing interest by funding Tact.ai, a company that owns smart voice assistance technology.

Why is Voice Technology a CRM trend to watch out for?

Currently, voice assistance empowers sales representatives to follow, message, and also alert their teams about related customer data. Now here is where things start to take an interesting turn. Imagine what voice technology paired with AI and machine learning could do for your business.

This could enable you to fuel your business with more data in addition to helpful insights.


CRM shifting to mobile and social in 2021

CRM going more social and movbile

There are two things you need to know about your customers. The first thing is that your customers crave constant connectivity.

This is what strongly drives CRM platforms to provide full and secure mobile functionality. From smartphones and tablets to any other devices that can connect to the internet.

Social Media is not slowing down in 2021

Another thing you should keep in mind is how the importance of social media is not slowing down anytime soon. Social media users today expect a response from your company almost instantly. Is this is a challenge your business is trying to overcome?

Leading CRM platforms are now planning integrations with more social networks, but the technology is not new. Current integrations with Facebook, Twitter, and LinkedIn can still strengthen and boost your relationship with customers.


Next-up: What to expect of Digital Transformation in 2021?

Digital Transformation Trends in 2021

Questions on how you can make these 5 CRM trends work in 2021?

Admiral Dynamics joins 9altitudes

Admiral Dynamics joins 9altitudes after it acquired the Danish company Optimate, We strive to enrich 9altitudes with our specialisation in marketing, sales and also service automation through Microsoft Dynamics CRM solutions.


ADMIRAL DYNAMICS REACHES NEW HEIGHTS WITH 9ALTITUDES

CEO Marga and CFO Marc of Admiral Dynamics to join 9altitudes

Our story began in 2009 when Marga Van Laere and Marc Crauwels founded Antwerp-based Admiral Dynamics. Gradually Admiral Dynamics transformed into a leading Microsoft Dynamics CRM implementation partner in both Belgium and Slovenia.

Our vast experience in the context of marketing, sales as well as customer- and field service automation did not go unnoticed by 9altitudes. 

9altitudes aims to unite experienced companies with a proven track record to think digital and work together energetically. Sharing their local views and know-how to open up your digital world.


ADDING FUEL TO OUR EUROPEAN AMBITIONS

 Innito and Admiral Dynamics - Admiral Dynamics joins 9altitudes

In December 2018, Admiral Dynamics took over the Slovenian company Innito. As a result, we entered the Central European market and expanded our expertise even more. These synergy benefits will certainly continue to be useful within the 9altitudes group.

This acquisition ensures that we can realise European ambitions with offices namely in Belgium, the Netherlands, France, Denmark, and Slovenia.


WHERE STRONG DIGITAL TRANSFORMATION PARTNERS UNITE

Admiral Dynamics joins 9altitudes - Digital Transformation Partners

At 9altitudes there is a clear understanding of how to make a real difference. A successful digital transformation is much more than creating a new digital platform. Without a clear strategy, technology has no sustainable impact. What does make a notable difference is the human factor.

Admiral Dynamics specialises in service excellence, digital marketing and customer obsession and thus connects seamlessly with the expertise in the 9altitudes group.

“We understand very well how insight into customer experience, intelligent use of data and the deployment of the appropriate tools, can ensure those long-term goals of an organisation.”

Marc Crauwels, Admiral Dynamics

EVERY CHANGE BRINGS FORTH NEW OPPORTUNITIES

“Change is inevitable and necessary for successful companies in the 21st century. Change is not easy and often challenging. But it offers us the opportunity to do (even) better, to grow and to reinvent ourselves time and again.”

Filip Bossuyt, CEO 9altitudes

What happens when Admiral Dynamics joins 9altitudes? Through this acquisition, 9altitudes’ expertise in ERP, CRM, IoT & PLM (Product Lifecycle Management), DMS (Document Management System) and Business Analytics is now significantly strengthened in the CRM branch. 

At Admiral Dynamics, our pledge to help our clients with their challenges still stands. We continue to aim for more growth and ground-breaking ways to launch your business into new opportunities. Through 9altitudes, you continue to find a long-term partner who thinks along end-to-end, guiding you through your digital transformation.


READY TO EMBARK ON THIS NEW THRILLING JOURNEY WITH US?

We thank you for your dedicated support over the years and hope you embark with us on this exciting new journey.

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Sales in the field

Sales in the field is what makes Field Service stand out today. Are you one of the many companies overlooking how anyone can sell?

Keep reading to discover how to transform field service technicians, inspectors and agents into sales professionals in the field.

[READ ALSO] Digital Transformation Trends of 2021 >>


Why technicians are made for sales in the field?

Field service technicians are made for sales - Field Service Inspections and Mobility

Have you thought about how your field technicians are actually in an excellent position to make additional sales offers?

When your field worker is at a customer, they bridge the gap between your business and your customer. They know firsthand what the customer needs hence why it makes sense that they can achieve more during their visits.


The job is done what now?

The job is done what now - Field Service Inspections and Mobility

Should it all end when your field technician has done his job? Why not give the field worker the tools to pave the way to another touchpoint or sales opportunity?

As such you can transform your field workers into powerful salespeople. So they can make personalised offers during each visit and enhance the customer experience.

Here are reasons why you should seriously consider sales in the field. 

  • They are already with the client and understand their needs at that moment better than anyone.
  • Your customers trust them because field technicians know what they are doing.
  • Sales can be achieved right there and then.

Achieve an unforgettable customer experience through sales in the field.

Teach field technicians to sell naturally - Field Service Inspections and Mobility

Think about it. Sometimes upgrading to a newer model is a lot more profitable for both parties. Today, Field Service has the potential to become more than just fixing and inspecting.

Additionally, your customer doesn’t always realise what they exactly need. What you need to give your field workers are the tools to identify sales opportunities.

In turn, they can present your customers with upgrades, replacements or added services at any time.


Teach Field technicians to sell naturally

At the end of the day, field service technicians were traditionally never meant to be sellers. Furthermore, the idea of selling could even make them uncomfortable.

That is why you should focus more on teaching your team to give advice and suggestions. Their interactions with your customers will stay a lot more natural and eventually boost confidence.


Identify Sales opportunities in the field with smart tools.

Identify sales opportunities in the field - Field Service Inspections and Mobility

Moreover, identifying sales opportunities with tools such as Resco Inspections relieves even more pressure. You are sure to never miss out on an opportunity with a smart mobile application.

With the real-time data in the Resco Inspections app, you can set alerts whenever an opportunity emerges.

Here is how you can make sales in the field an astonishing success. 

  • The right questions – Teach your field workers how they can ask your clients the right questions to confidently present personalised offers.
  • The right tool – Equip your fieldworker with a digital mobile solution to have everything on hand both online and offline
    • Access and record customer information
    • Smart recommendations and alerts
    • Generate quotes, capture signatures, and more.

[READ MORE] Inspections & Mobility in a Nutshell >>


Next-up: Is dispatching fewer field workers possible?

Fieldwork amidst the raging pandemic

Questions on how you can make sales in the field possible?

Fieldwork amidst the raging Pandemic

How does a global pandemic manage to block your fieldwork operations almost completely? Well, travelling is still restricted and even banned in some areas. It gets even more challenging at this point. As long as social distancing is mandatory, your employees have to do the job alone.

This year’s digital transformation trends already reflect heavily on overcoming these hurdles.

[READ] Digital Transformation Trends of 2021 >>

Keep reading to discover how to keep your fieldwork ongoing amidst the raging pandemic.


Rethinking Fieldwork and Inspections amidst the raging pandemic

What should be number one on your to-do list is to avoid overworking your field workers without endangering their safety. These hurdles led businesses to brainstorm about alternative approaches regarding fieldwork.

[READ] Inspections & Mobility in a Nutshell >>


Two always gets the job done

Fieldwork and supervision in times of COVID19

Imagine a junior field technician trying to repair a machine when suddenly the job becomes a lot more complex than predicted. With no supervisor around to offer guidance, it’s pretty obvious that the issue won’t be resolved in time.

Besides that, there might not be a senior team member available to take up yet another task. It goes without saying that it would be disastrous to put all the workload on a senior team member alone.

However work needs to be done and in some cases, it has to be done immediately in order to ensure safety. 


Augmented Reality and Remote Assistance through Resco Inspections

Resco Inspections mobile app with AR en remote Assistance

This is where remote assistance comes into play. Nowadays, mobile applications like Resco Inspections can function as an online or offline platform for training and support. Field workers independently access manuals, step-by-step guides and even video tutorials for any given scenario.

When the issue is too difficult to solve, the field worker launches an augmented reality (AR) video call with a senior technician. What makes this feature even more powerful is the ability for both parties to draw AR instructions live. You can enable your team to work together in real-time and also fix the issue instantly.

Discover how Resco Inspections makes remote assistance possible


Work smarter from a distance

Resco Inspections as a digital tool when in-person assistance is restricted

Get your business to deliver consistent field service amidst the raging pandemic. That way you always meet your customer’s expectations no matter who you dispatch to the site.

Subscribe to our newsletter and be the first to catch our upcoming case on Inspections and remote fieldwork.


Questions on keeping your fieldwork going amidst the raging pandemic?

Digital Transformation Trends of 2021

Discover the digital transformation trends of 2021 in this read.

How do you navigate an uncertain future with movement restrictions, office closures and new security challenges?

This year’s digital transformation trends reflect heavily on these hurdles. Experts even predict that investments in digital transformation will double between 2020 and 2023.

The shift to digital is here and unstoppable. Continue reading to stay on top of these trends!


Remote work is here to stay

Digital Transformation Trends 2021 - Remote Work

Around the globe, countless employees are still working from home. This trend will continue, which makes the message loud and clear for all. Remote work is here to stay. Smaller companies are adopting this trend as well, even though employees are slowly returning to their workplace.

One way your business benefits from remote work is undoubtedly more flexibility. But what about meaningful and personal interactions like internal sales meetings, connecting with your customers or performing inspections?

[READ] Fieldwork Amidst the Raging Pandemic >>

Improvements in work from home technologies such as Microsoft Teams are on their way.


Cloud Technology is shaping Digital Transformation

Digital Transformation Trends 2021 -Cloud Technology

Here is another big digital transformation trend you must keep track of in 2021. Cloud technology enables your business to use computing services over the internet. In other words, your employees gain access to the total package: databases, servers, analytics, software, and intelligence.

Remote work becomes a lot easier and accessible, but it doesn’t stop there.

Here is what you can expect:

  • AI will boost the effectiveness and speed of cloud computing.
  • Virtual Cloud Desktop brings your workstation to your home.
  • Hybrid Cloud infrastructure grows into the new norm for businesses.

AI and Machine learning

Digital Transformation Trends 2021 - AI and Machine Learning

In a world where uncertainty is our new normal, both artificial intelligence and machine learning prove to be game changers. They are essential in making your digital transformation projects a success and prevent unforeseen outcomes.

More businesses will also use AI and ML to fuel customer service and overall worker productivity.

Here are examples of how AI can transform your business:


Digital Cybersecurity

Digital Transformation Trends 2021 - Digital Cybersecurity

Yes, cybersecurity has always been crucial in regards to digital transformation. However, today’s security challenges need your attention now more than ever. From January to April 2020, attacks on cloud accounts increased with 630%! Microsoft already aims to combat this threat by strengthening overall security.

AI and machine learning will play a significant part in enhancing digital cybersecurity in 2021.

Cybersecurity and working remotely

Hackers could attack your business if your employees use the cloud to work remotely. What you need to do first is to upgrade your cybersecurity strategies. Next, you need to secure home networks and mobile work-from-home devices.


5G taking over

Digital Transformation Trends 2021 - 5G Network

As mentioned before, this year also paves the way for more video conferencing and digital collaboration. Phones, tablets, and other devices also greatly aid your employees in remote work. That is why you need to prevent your remote workers from being disconnected or slowed down.

5G Fuels Digital Transformation

Experts predict that fast expansion of 5G technology will power 55 billion connected devices by 2025. What makes 5G into an absolute game changer is that it’s at least 10 times faster than 4G!

This upgrade makes innovation and remote work possible for everyone. You can definitely expect 5G to grow more mainstream as everyone continues to work from home.


Questions on these digital transformation trends of 2021?

Innito rebranded as Admiral Dynamics Slovenia!

Admiral Dynamics Slovenia

Innito rebranded as Admiral Dynamics Slovenia, which is a thrilling announcement for us to make this year! On the 28th of December 2018, We proudly announced that Admiral Dynamics acquired Innito informacijiski sistemi (Innito)Slovenia’s leading Microsoft Dynamics CRM implementer. The addition of Innito further expanded Admiral Dynamics’ geographic footprint into new European markets.

Every Change brings forth new opportunities

2020 has indeed marked itself as a year full of changes and challenges for everyone. Moreover, many companies started to really think about how to strengthen their core business. We strive to encourage growth and are always looking for ways to help you launch your business into new opportunities.

Innito rebranded as Admiral Dynamics Slovenia. Still, this transformation is part of our strategy to highlight our growth and our pledge to help our clients with their challenges as a united front.

To further present our company as one digital powerhouse, you will see changes to our website, social media, and our logo. So, make sure to follow us on our social media:

Curious to find out more about how we can tackle these challenges together?

We envision the upcoming years as opportunities for us to flourish and overcome even more challenges together with you. Discover how you can tackle the latest challenges for your business through our intriguing webinars!

Cheers to our journey of transformation!

Why you need to change the way you look at data in 2020

Data Intelligence is transforming the world as we know it, and Big Data proves to only get bigger in 2020. How is your business holding up?

You might have heard it before. Digital transformation is an opportunity you can not miss out on as digital is taking over. Businesses are focussing on providing their valued customers with the most high-grade service they can offer. You too might be looking to innovate and sharpen your digital strategy to expand your business’ capacities.

What is it exactly that serves to be the key element of your digital transformation?

It’s data. Just think of the enormous amount of data that you are collecting on a daily basis and what you can do with it. So, how do you transform all of that data into something of value for your business?

It seems absurd to analyze all of that when you have limited time, manpower and tools. Yet, that right there is the challenge your business must overcome for it to thrive.

If you desire to innovate and grow at a faster rate, you need to take action and do something with your data.

These are 5 reasons why you should focus on Data Intelligence in 2020:

  • Deeper insights about your customer’s behaviour. 
  • Better decisionmaking equals minimizing risks.
  • Empower your Sales and Marketing employees.
  • Data leads to innovation.
  • Gain an advantage against your competitors. 

How do you tackle the challenge of transforming your data into valuable insights in 2020?

Many companies are recognizing the benefits and the importance of using Augmented Reality in 2020. Augmented Reality is the newest technology to serve as the ultimate tool for your Data Intelligence needs.

AR connects virtual content with a real-life environment which in turn helps you uncover all the secrets your data holds. Aiding you to gain the capability of building better products and processes and to solve your business problems through its many applications.

Augmented Reality already seems to be incredibly useful to pursue your business’ successful digital transformation.

Curious about how Big Data and AR are changing the way you do business?

Learn more on Data Intelligence through our Webinars or get notified about the latest regarding Digital Transformation by subscribing to our Newsletter!

Admiral Dynamics @ Digital First 2019

Digital First: Admiral Dynamics takes over

On 16 and 17 October Admiral Dynamics will participate in Belgium’s leading digital event, Digital First.

DIGITAL FIRST

Digital First is where you want to be to discover the digital world at its peak connect with top brands, agencies, experts, leaders and innovators of the digital revolution. During this 2-day event, over 150 conferences will be held and over 100 exhibitors will be attending. Including team Admiral!

Beyond doubt an outstanding opportunity to get on top of the revolution through discovering trends and exploring future opportunities for your business. That’s exactly what we – at Admiral Dynamics in synergy with Innito – want to achieve.

Our driving force is to help empower our clients through the creation of real customer value for their business by leveraging the digital transformation.

GET INSPIRED

Representing Admiral Dynamics, our speaker Laurent Van Aert will be holding a powerful keynote on Wednesday 16 October. During our session, you will discover everything about the used strategy, the impact and positive results of the Campaign to Lead Process at our customer Derbigum.

Empower yourself.
Listen to Laurent’s inspiring keynote at the Digital Transformation room on 16 October starting at 2.10 PM.

MEET US AT THE NETWORK DRINK

Digital First is such a great event with a large number of participants. It’s only a matter of taking the opportunity to explore. Admiral Dynamics will be hosting the Network Drink, granting everyone the chance to connect while enjoying a drink. The ideal occasion for an informal chat and also to get to know each other!

We believe that through networking you can accomplish a lot more than you would think. Opening up your future business to new potentials for instance.

We hope to meet you at the Networking Zone on Wednesday 16 October as from 4.30 PM.

LIVE DEMOS AT OUR BOOTH

Yesterday was the past, today is the future. Revolutionise the way you do things today to drive your business to its fullest capacity. Experience live demos at booth 8Q and discover new exciting ways to achieve your own digital transformation!

Don’t miss out: meet us to make this revolution yours.

Admiral Dynamics acquires leading CRM implementer Innito in Slovenia

Admiral Dynamics acquires leading CRM implementer Innito

We’re proud to announce that Admiral Dynamics has acquired Innito informacijiski sistemi (Innito), Slovenia’s leading Microsoft Dynamics CRM implementer on the 28th of December 2018. Innito’s Director Jure Jesenovec will complement Admiral Dynamics’ management team.

Innito, based in Ljubljana (Slovenia), consists of a team of experienced IT professionals and has worked for numerous domestic and international clients. Similarly to Admiral Dynamics, they are specialised in Microsoft Dynamics 365 (CRM) and the integration with other business solutions. Likewise Innito stands for qualitative and cost-effective CRM implementations according to the customers’ needs.

The addition of Innito will further expand Admiral Dynamics’ geographic footprint into new European markets. We believe that Innito is both culturally as strategically a great fit for Admiral Dynamics and we are excited about our future together. We are enthusiastic to welcome the entire Innito team to the Admiral family and look forward to sharing more about our new colleagues, services and projects in the upcoming months.

What does this acquisition mean for you and your company? The known Admiral Dynamics’ service will at least remain at the same level, and will become better and stronger in the long run when both teams are getting more integrated.

Read the integral press release here.

For any enquiries about this merger, feel free to contact us.

Summit EMEA Dublin 2018

Day 3 @ Summit EMEA Dublin 2018

As you could already read on our blog, our colleague Laurent Van Aert was at the Summit EMEA in Dublin the past 3 days. Laurent’s diary of the first two days are available on this blog: read his experiences of day 1 and day 2.

Curious how his 3rd day at the Summit EMEA Dublin 2018 looked like? Laurent explains it here:

“Really enjoying the final day at the Summit EMEA in Dublin. We started off with getting some profound insights in how LinkedIn can be deeply integrated into Dynamics 365, showing the immense advantages enforcing both sales as HR performances.

This session was followed with a demo on how powerful PowerApps can be to deliver a specific application for the branches of Metro Bank enabling employees to provide a great customer experience. Of course implementing new systems, apps, procedures and other within an organisation aren’t possible without taking care of the aspect of change management. Very useful insights about this matter were provided in a dedicated session concerning internal (digital) transformation.

Last but not least the Summit ended with a comprehensive and accurate representation of the developments of email integration within Dynamics 365, including the latest alteration of keeping the Outlook client and the enhancements of the fully integrated email function within the new Microsoft Dynamics 365 for Marketing module.

It has been some exciting days and the future is looking bright for sure!”

Would you like to know more about the Summit EMEA Dublin 2018? Get in touch, we’ll tell you all about it!