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Facebook Messenger has been added as extra digital channel in Dynamics 365 Customer Service

Dynamics 365 Customer Service adds Facebook Messenger

Just before the holiday season kicked off, Microsoft included Facebook Messenger as an extra digital channel for Dynamics 365 Customer Service. Customer support teams will now be able to assist their clients using this popular social messaging channel.

By adding Facebook Messenger, Dynamics 365 Customer Service is extending its omnichannel capabilities. Interaction with your customers on their preferred channel is possible in various ways like email, phone, SMS, live chat and the recently added Facebook messaging app.

Watch demo to learn more about Dynamics 365 Customer Service

Explore Dynamics 365 Customer Service capabilities

Advantages of Facebook Messenger in Dynamics 365 Customer Service

The asynchronous nature of conversations in Facebook Messenger is undoubtedly an important reason for its inclusion and integration within Dynamics 365 Customer Service. Thanks to this asynchronous character, customers experience the convenience of getting their issues resolved as and when they find time.

When using live chat, the session ends when the chat window is closed. With Facebook Messenger, the customer can continue the dialog with a customer service agent through the same window at a later time. Even when it’s started on their desktop and proceeded on their phone, the conversation is continued, creating a seamless support experience.

With more than a billion active users, Facebook Messenger is one of the biggest messaging apps worldwide. Certainly, it’s a platform many costumers are already familiar with.

Other benefits of the fresh integration of Facebook Messenger are:

  • Service agents will access the messaging conversations in Dynamics 365 Customer Service through the same unified interface already used by chat to engage with customers and resolve outstanding issues.
  • Support center supervisors and managers will also get access relevant and detailed reports to identify opportunities to increase efficiencies and effectiveness.

As a wrap for this latest update, we are quoting Erin Amstrup, Product Marketing Manager, Dynamics 365 Customer Service:

“By including Facebook Messenger to our digital messaging offer, customers can contact support organisations via their channel of choice, while simultaneously arming agents with a true 360-degree view of the customer journey and the tools needed to deliver a quick resolution that is consistent across all channels of engagement.”

Read more about Microsoft’s addition of Facebook Messenger in Dynamics 365 Customer Support on their blog.

Get in touch if you would like to know more about Microsoft Dynamics 365 Customer Support or any other Dynamics 365 related question. Stay tuned for more Dynamics 365 news!

Source: Microsoft

Resco.next 2019 Rome: business mobility for Dynamics 365

Admiral Dynamics was present at resco.next 2019 in Rome on October 24-25. That’s the annual enterprise mobility event of our partner Resco we didn’t want to miss out on. Our managing partners Marga Van Laere and Jure Jesenovec participated in this educational and inspirational conference to learn about new features including the product roadmap firsthand, to discover Resco’s strategic business mobility insights and to network and get technical support.

With IT and business professionals from 75 companies and 23 countries in the audience, it’s definitely the perfect occasion to get in-depth product knowledge about Resco Cloud in all its flavours like Mobile Sales, Field Service, Routes and Inspections for Microsoft Dynamics 365/CRM.

Our team kicked off the day with a 5k run just before the conference started. “Mens sana in corpore sano” like the Romans would say. After Resco’s CEO Miro Pomsar inspiring keynote, you could follow 2 different session tracks (technical or business oriented). That’s also the reason why Admiral Dynamics was there with two persons.

CEO Admiral Dynamics aka Marga running at resco.next 2019
The early bird catches the worm: a 5k run before resco.next 2019 kicked off!

Curious how Jure, CRM strategy and implementation expert, experienced the Resco event:

Resco.next opened my eyes into a field of advanced mobility. It provided an overview of what is already available today and a sneak peek into the future of mobility.

Jure Jesenovec about resco.next 2019 Rome
A smartwatch for every attendee of resco.next 2019 Rome.

Most interesting highlights for Jure were:

  • Routes: because of its intelligent overview and ability to check where your employees are likely going to be in the next few hours.
  • Inspections: it offers so much more than the name would suggest – it’s an advanced mobile platform for automated business processes.
Resco Routes as shown at resco.next 2019 Rome.

Sharing experiences with other partners worldwide, being able to talk to Resco professionals and spending time at an extremely nice venue made it definitely the mobility event of the year.”

Jure Jesenovec about resco.next 2019 Rome
Networking at resco.next 2019 Rome.

As always, the resco.next conference was truly enlightening and inspiring. Definitely worth participating! The next European edition will be in Budapest: we are already looking forward to it.

Would you like to know more about resco.next 2019? Get in touch, we’ll tell you all about it.

Image source: Resco / own pictures

Last day of our marketing intern Ilham

How Admiral Dynamics empowered my transformation as a digital marketing intern

Have you enjoyed our latest updates on social media, our website and our mailing? Chances are I had a significant part in creating the content!

When my internship at Admiral Dynamics started on 16 September, I had my mind set on one goal. My goal for this internship was to learn hands-on what it takes to be a digital marketer. Having studied Cross Media Management at KdG, made me eager to find out if I could take on the challenge of improving myself.

And I did, all thanks to the guidance of my mentor aka marketing manager Carole Vincke and the helpfulness of the Admiral Dynamics team! At Admiral Dynamics, I had the opportunity to get acquainted with Microsoft Dynamics 365 and ClickDimensions. Additionally, I further developed my marketing and communication skills through creating and publishing content for all our platforms.

My biggest achievement is the advertisement I was tasked with creating for Digital First 2019. The ad got published in Digimedia Magazine and was distributed at the annual event. To this day, I do look back with a lot of glee and pride.

Advert inside Digimedia Digital First 2019

Over the course of these two months, I have gotten a lot more confident in my skills and possible future career path. I absolutely loved seeing the results

Advice I would like to give to future interns of Admiral Dynamics, you will be welcomed with open arms and guided with a lot of patience. You’re here to learn and that’s exactly why I highly recommend this internship to you all.

Interested in starting your professional adventure as a marketing intern at Admiral Dynamics? Apply for an internship: just send us your motivation and cv!

It was my greatest pleasure to intern at Admiral Dynamics. Again, big thanks to Carole and Admiral Dynamics for empowering my transformation!

Simply curious about what I’m up to next? Connect with me on LinkedIn!

All the best!
Ilham

My internship in numbers

  • 31 social media posts on 4 social networks (LinkedIn, Facebook, Twitter and Instagram)
  • Generated 37 extra followers on LinkedIn
  • 18 marketing email campaigns
  • 3 blogitems (including this one)

Microsoft launches Dynamics 365 Commerce and Dynamics 365 Connected Store

Microsoft is rolling out e-commerce solution Dynamics 365 Commerce, a new tooling that will help retailers manage their business.

With built-in web authoring and development tools you can create engaging and intelligent digital storefronts, while a connected marketing and commerce platform enables seamless management of content, assets, promotions, inventory and pricing across channels.

Dynamics 365 Commerce Preview - Product

There is also room for customer reviews. The solution is an extension of Dynamics 365 for Retail and integrates with other Microsoft software, allowing companies to communicate with their customers.

Microsoft has also rolled out Dynamics 365 Connected Store, a service that can send alerts to employees based on information collected from sensors and cameras in physical stores.

Preview of Microsoft Dynamics 365 Commerce and Connected Store Vision

Curious to find out how Microsoft Dynamics 365 Commerce and Connected Store Vision looks like? Watch the video below!

Microsoft Dynamics 365 Commerce and Connected Store Vision

Read more about Microsoft’s latest announcement on their blog.

Get in touch if you would like to know more about Microsoft Dynamics 365 Commerce or any other Dynamics 365 related question. Stay tuned for more Dynamics 365 news!

Image source: Microsoft

Selfie of Carole and Martijn at a Job fair

Martijn’s internship experiences

Two months ago, on 28 January, I started my internship at Admiral Dynamics. My activities would focus primarily on marketing and because of this, I would work closely with Carole. From start to finish I felt at ease in the office. There was free fruit, coffee and other drinks. Everyone was very welcoming and more than happy to help me with questions.

During my time at the office, I had the opportunity to experiment a little bit. Among other things, I was responsible for social media and email marketing. This was something I only saw briefly during my studies and I was happy with the opportunity to further deepen my skills. Because I started to work with Microsoft Dynamics 365 CRM and ClickDimensions, I got more insights in the responses we generated. I learned the value of all these data and I used it to reflect on what did or did not work.

I also was pleasantly surprised with the amount of time I could spend using InDesign and Photoshop. These software programs came in quite handy when I needed to make enticing visuals for the company. The more I used it, the more comfortable I became so that I’m not afraid anymore to open these tools.

As Carole was responsible for HR & recruitment as well, I got to accompany her on interviews, went to a VDAB speed date and represented Admiral Dynamics on the job fair of Thomas More. I definitely had the feeling that my opinion in these matters was very much appreciated. During interviews, I focused primarily on soft skills because I did not have enough knowledge on the technical part. I even got a more active role in the preparation of the job fair at Thomas More. We created an engaging concept, fun activities and cool gadgets to share amongst the students.

It was a pleasure working at Admiral Dynamics. I am already putting the practices and insights I learned during my internship to good use. The experience I now had with Dynamics 365 is definitely a nice to have. I’m pretty sure that I will come in contact with a CRM tool again during my professional career.

Thanks for having me, team Admiral!

My internship in numbers

  • 71 social media posts on 4 social networks (LinkedIn, Facebook, Twitter and Instagram)
  • Generated 30 extra followers on LinkedIn
  • 6 marketing email campaigns
  • 3 blogitems (including this one)

Whitepaper | Derbigum: Digital Transformation lifts sales exponentially

This story starts in 2016. Derbigum was already using Dynamics CRM when they felt the urge to develop a better relationship with their prospects and customers. Looking into the problem, they came into contact with one of our Admirals. After sharing our views and maturity model, it was clear that we would be their ideal guide. Together we agreed that Admiral Dynamics would assist them in their mission to help them develop better relationships. Download your whitepaper for free, to find out about all the details!

The challenges of CRM 

When we became Derbigum’s adviser in their Digital Transformation, our first assignment was to analyse their level of digitalisation. Among other things, we learned that they utilised CRM for a variety of purposes. However, it wasn’t used to its full potential. Our Admiral was a bit shocked but understood the situation and handled that surprise as a professional. To be honest, they would probably have the same reaction when they saw our roof. 😉  

In order to have a complete overview of their needs, our Admirals did a complete assessment of the key process elements (like f.e. Relations Experience, Intelligence, Leverage). We also listened to Derbigum’s specific needs. This put us in the position to pinpoint the most important issues and offer practical solutions.   

Eventually the requirements of Derbigum became very clear and our project went into the next stage. The sales reps needed a tool with the following specifics: 

  • Mobile 
  • Easy and fast to use 
  • Access to necessary applications for sales 
  • Access to up-to-date information on demand 

Resco and CRM 

Since Derbigum was already using Microsoft Dynamics, we suggested Resco Mobile CRM. This was the most suitable mobile solution for their particular problem. It would tick off all the boxes and even more. You’re probably wondering if our solution did the trick?  

It didn’t last long before Derbigum deployed Resco Mobile CRM to all its European branches. Now Derbigum’s sales team has extra time to drink a cup of coffee. ☕ 

“Our sales team is constantly on the road and they need a powerful CRM Tool for their day-to-day prospection operations. The mobile app using RESCO technology clearly delivered a user-friendly sales supporting solution!“

Victor Marbach – Digital Journey Manager

Explaining how the Resco app exactly works, would take us too long, but you can read it in detail in our whitepaper.

Curious to find out? Download your copy! 

The influence of our CRM solution on Derbigum 

Derbigum hired us to lead them through the Digital Transformation process. This graph will show the steps we took to solve Derbigum’s problems.  

The steps that describe how we improved Derbigum's sales. Our first step is to analyse the level of digitalisation, after that we identify the needs. When we have a complete view of the situation we propose solutions and implement those solutions.

The only thing that rest us now are the results. Did we influence Derbigum’s sales activities?

Yes, we definitely did! Not only did we answer 6 direct needs of their sales department. We also improved their sales visits by 20% and their number of accounts by 15%. Speaking of effective consulting!

The results of our consultancy assignment visually represented. 20% higher sales visits and 15% more accounts.

Tend to your CRM needs 

This post summarizes how we tackled the needs of Derbigum. Every situation will be different because we keep the vision, mission and needs of each of our clients in our minds when working out a solution. We invite you to read the complete whitepaper to find out about all the interesting details.

Download it here.

About Admiral Dynamics 🚀

We help our customers to achieve their digital transformation.

We – at Admiral Dynamics – have a long standing history in marketing, sales & service automation processes.

We truly understand that insight in customer experience, use of intelligence and leveraging the appropriate operational tools that ‘do’ what they need to ‘do’ will help drive the long-term sustainable goals of an organisation. The systems we provide are on a single integrated platform with only one technology backbone provider: Microsoft Dynamics 365 (CRM). Find out more about Admiral Dynamics on our website!

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.

Admiral Dynamics @ Resco.next 2018 Prague

Resco.next 2018 Prague: our experiences

Admiral Dynamics was present at resco.next 2018 in Prague on November 15-16. Resco.next is an educational conference organised by Resco and designed for all IT and business professionals interested in the Resco Mobile CRM solutions. Both Marga Van Laere and Koen Van de Vyver participated at the business mobility event of the year to get in-depth product knowledge about Resco Mobile CRM for Microsoft Dynamics 365/CRM.

Curious how they experienced the 2-day conference? Read Koen’s report of the resco.next 2018:

“Let’s kick off with some interesting stats. This background information will give you a better understanding of Resco Mobile CRM.

Currently, Resco has 2.200 company customers (51% Europe, 39% North-America, 8% New-Zealand, 2% other countries), 150.000 licensed mobile users, with an average daily usage of 11 sessions a day, 9 minutes and 42 seconds per session, which totals in a staggering 1 hour 42 minutes a day.

No wonder that Resco.next 2018 attracts more than 200 attendees from over 24 countries, representing 92 companies and enjoying 28 sessions in 2 days. These sessions are divided in 2 tracks: a sales-oriented business track and a more technical track. Of course, there’s plenty of time to network in order to get to know the team behind Resco, have one-on-one conversations with the Resco engineers and learn from partners and even competitors.

So what are my key take-aways from Resco.next 2018?

  • First of all, Resco is going to invest heavily in partnerships. The partner enablement program, allowing business partners to step up their game, is an example of their partner’s focus. However, from a partner perspective, the most interesting news came from Resco’s announcement that they will deliver a robust mobile solution for Microsoft Dynamics 365 for Field Service. Read the full press release at PRNewswire.
  • Secondly, Resco’s road map is looking both interesting and promising as Resco will be further developing their Route Planner and Inspections modules. Their functionalities are a great addition to the Dynamics 365/CRM stack, what makes me extremely happy as a Dynamics consultant. Moreover, Resco is pushing out the HTML version of the Woodford configuration tool. This truly brings them back to the present, as the old Silverlight version is being depreciated in 2020.
  • Last but not least, Resco confirmed its status as the leading mobile solution for Dynamics CRM and Salesforce. This was made clear with the numerous inspirational sessions hosted by several partners and with the Mobility Success Panel. Participants of the panel were Gustaf Westerlund, Jeremy Higgins, Ilya Naroditskiy, Daniel Buzatu, Nils Oltenau and myself (Koen Van de Vyver). These panelists did share some of their insights and gave sound advice on things you should (re)think of before implementing Resco as a mobile solution.”

As always, the resco.next conference was truly educational and inspirational. Definitely worth participating! The next European edition will be in Rome: Admiral Dynamics will be there for sure.

Would you like to know more about resco.next 2018? Get in touch, we’ll tell you all about it!

Microsoft Dynamics 365 apps

Dynamics 365: 2 major updates per year

Microsoft recently announced a change in their service update process for Dynamics 365 (online). As from now, there will be two major releases per year, foreseen in April and October. Doing so Microsoft wants to lower upgrade costs, offer the latest capabilities and functionalities to all users and provide a better support experience.

Release notes of these predictable updates will be published months prior to each major update to be prepared for the new features and improvements. Next to early visibility of the upcoming changes, both partners as customers will be able to test the latest capabilities early in the update cycle. The Dynamics 365 updates will be made available in a sandbox environment well in advance of its release.

Besides these 2 major updates, Microsoft will deploy performance and reliability improvement updates throughout the year.

Microsoft’s extended announcement is available on their blog.

Get in touch if you would like to know more about this announcement or any other Dynamics 365 related question. Stay tuned for more Dynamics 365 news!

 

Image source: Microsoft

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!