This holiday season certainly is one we will never forget due to the pandemic. The season also serves as an eyeopener for many businesses as they have to deal with the busiest shopping season of the year. Which is an additional challenge to deal with stacked on top of the current situation.
Yet there lies an opportunity for your business. You can expect a surge in online sales during the last weeks of this year as a direct result of physical stores and offices complying with COVID-19 safety procedures.
Why is self-service crucial?
Nevertheless, that could also mean bad news for businesses if they aren’t prepared for the flood of online traffic. Here is why you need to quickly review and improve self-service options for the hectic season to come. According to Gartner, 70% of customers prefer to solve issues by themselves. However, only 9% succeeds in solving their problems without having to engage directly with customer service agents.
Why self-service channels still need your attention.
A common misconception about self-service is that they do all the work for you. While it is true that your customer service team can finally catch a break, self-service only works as long as the answers are still relevant and useful for your customers. That is why you need to frequently check if what worked then, still works now.
Here is what you need to look out for:
- Is your knowledge base still up-to-date? – content with delivery estimates could quickly become outdated since the pandemic is unpredictable. Keep track of these shifts and make sure to revisit and update your articles.
- Can your chatbot handle holiday-related sales questions? – the hot topic this year was all about COVID-19 and even chatbots are set-up to answer all pandemic-related questions. But have you thought about the questions your customer might ask about the holidays?
- Have you tweaked your automated solutions yet? – Black Friday is a force not to be reckoned with. You might have adjusted your backend and connected systems to deal with this force. Now that it’s over, keep an eye out for what is not functioning anymore such as online order tracking forms.
Get rid of what doesn’t work for your customer service
Your priority should be to make self-service channels easy to use and to navigate through. The chances are high that when your customers feel overwhelmed they are less likely to reach out to your channels for self-help. Furthermore, this affects their customer experience negatively which you want to avoid happening.
Knowledge base articles for instance are great if they are still relevant and easy to find. But when your customers want a solution, they expect to find one quickly. When they don’t find the answer they simply take their questions to your live channels. As a result, your customer service team has to deal with more pressure.
Watch out for dead self-service channels
Additionally, examine what channels your customers don’t use. When you detect one then it is time to say goodbye to the channel that isn’t living up to its potential. Just make sure to transfer your content to the channels your customers prefer.
How well do you know your customer?
First of all, your customer’s behaviour has shifted greatly this year as a result of the pandemic. Their expectations are more difficult to meet yet there are things we still can predict for the holidays such as:
- No time to waste and impatient.
- Stress fueled by the pandemic.
- Customer agents have similar feelings because they can’t enjoy the holidays.
How can you still provide answers around the clock while reducing the pressure on customer service?
- Review all of your self-service channels.
- Check if the solutions you provided are still relevant.
- Get rid of channels or anything that doesn’t work or causes confusion.
- Plan for the months to follow.
- Monitor if everything flows and works together to ensure a successful holiday season and a strong start to the new year.
What happens to self-service when the holidays are over?
Have you thought about improving your customer experience now that self-service is the next big thing? This holiday season proves to be a groundbreaking learning experience for many businesses. You should think about launching new self-service channels to prevent the same mistakes.
Take a step back and think about what digital tools could have drastically cut the workload in half. Would a chatbot have been helpful to provide answers at any time?
Ask your customers about self-service
Nevertheless, you shouldn’t be guessing for answers when your customers are your most valuable source of information. Gather the opinions of your customers and ask how they experienced your customer service during the holiday season. Ask them how to turn your customer service into a pleasant and effective experience.
With a simple survey such as Customer Voice you can really discover how your customers feel about your services and enhance the experience.
Questions on how to make customers love your brand?
The release of wave 2 for Microsoft Dynamics 365 is here. In other words, there is much for you to unpack!
With over a hundred new updates, it can indeed be challenging to figure out what is coming up. Here is what you can expect from the second release of all-new features planned to roll-out from October 2020 through March 2021. Continue reading.
What can you expect from the Release of wave 2 for Dynamics 365?
At this instant, you can expect hundreds of new features including:
- Customer Service
- Field Service
- Finance and Operations
- Human Resources
- Fraud Protection
- Business Central
- Customer Data platform
- Customer Voice
Dynamics 365 Marketing:
Nowadays, nurturing your relationships with customers is important. Additionally, more companies use digital tools to win customer loyalty.
As a response to the growing demand for digital channels and also digital tools, Microsoft invests in:
- Host webinars as well as meetings with Microsoft Teams.
- Check you results easily.
- Experience customer journeys thanks to a designer with a better User Interface (UI).
- Additionally, the ability to use natural language sentences to create targeted segments.
Dynamics 365 Sales:
- Sales Mobile experience makes CRM simple and get sellers to start selling smarter on-the-go.
- Forecasting and gamification to create and manage sales forecasts as accurate as possible.
- Enhance usability within the application.
Dynamics 365 Sales Insights:
How do you adapt to these changes that are happening right now in the world? These new features help your business adapt through sales insights:
- Help sellers to boost their performance and workday with sales accelerator.
- Conversation Intelligence empowers sellers to gain great insights. Sellers close deals faster and identify new opportunities when transcribing calls and analysing content.
- Predictive lead scoring helps uncover hidden gems.
Dynamics 365 Product Visualize:
Not everyone has a lively imagination to visualise your products in their environment. Have customers explore your product as if it’s physically there. Showcase and also customise the products to match with what your customers prefer.
Dynamics 365 Customer Service:
- Hand your agents the right tools to handle multiple sessions at the same time.
- Enhance the omnichannel experience with mobile apps, Microsoft bot framework as well as outbound messaging.
- Gain great insights and help agents take the best actions through AI-driven adive.
Dynamics 365 Customer Service Insights:
Have you seen artificial intelligence (AI), machine learning (ML), and business intelligence (BI) in action? With these new abilities, you can support your team to solve issues faster:
- Embed analytics for customer service agents.
- Track what agents are mostly looking for in your knowledge base.
- Suggest agents for similar cases.
- Translate messages in real-time.
Dynamics 365 Field Service:
Time to take matters into your own hands and deliver proactive or predictive field service. This is how Microsoft empowers you to do that:
- Keep track of KPI’s with new intelligence as well as a new dashboard.
- Send out surveys instantly through Customer Voice when a service is completed.
- Deliver proactive service: This is where Microsoft focuses on improving user experiences with Field Service forms, and more.
- Schedule your agents more efficiently without delay.
- More improvements to Field Service Inspections, Technician locator coupled with Power Apps Mobile enhancements.
Dynamics 365 Remote Assist:
What happens when you add mixed-reality to the equation when technicians need to solve problems? Here is what Microsoft has in store for you:
- Collaborate remotely and find the right fix to perform further analysis.
- Capture asset information with Augmented Reality during project reviews, quality assurance, inspections, etc.
- Have your technicians capture the right information. Which you can use to improve and also boost your business.
Finance and Operations
Dynamics 365 Finance:
With the release of wave 2 for Dynamics 365, Microsoft plans on completing core functional capabilities:
- Automating common tasks so that you can save time.
- Support for five countries or regions such as Bahrain, Hong Kong SAR, Kuwait, Oman, and also Qatar.
Dynamics 365 Supply Chain Management:
Companies need to be flexible and adjust to the new reality. As a matter of fact, one of the biggest impacts of the COVID-19 pandemic is the disruption in supply chains. Microsoft wants to enhance these features to support you through these times:
- Better supply chain visibility.
- Maximized asset uptime to assure business continuity.
Dynamics 365 Project Operations:
Everything you need to smoothly run your business, from sales to financials. This is what you need to know about the impact of the release:
- View grant information on the Project invoice.
- Get a summary of your invoice through Project invoice proposals and list pages.
Dynamics 365 Guides:
In this second release, Microsoft empowers you with data and AI in order to create smart workflows. Now, you can use time-tracking data and connect that data to your business.
Dynamics 365 Human Resources:
Wave 2 centres on these areas to help you engage and sharpen your workforce:
- Transform your employee’s experience by managing leave and absence directly from Microsoft Teams.
- Unlock your HR data through building a custom or existing report.
Dynamics 365 Commerce:
As mentioned before, delivering a wide omnichannel solution is vital. Here is how to perfect your shopping journey for customers across all touchpoints:
- New abilities to fuel your E-commerce.
- Improve product discovery online on all your channels.
- Support customers to do more with third-party services, connectors and themes.
Dynamics 365 Connected Store:
Connected Store gathers signals while analysing them to get insights. In this release, you can bridge the physical and digital divide:
- Intelligent edge: Turns your in-store camera and Internet of Things (IoT) signals into data which is sent to the cloud. Gain new store analytics such as empty shelves and distance between customers in the store.
- Intelligent cloud: Through Intelligent edge, this SaaS solution gives insights as well as recommended actions for the retailer.
Dynamics 365 Fraud Protection:
With the rise of online purchasing and also payments, you need to be careful. Fraud protection defends from purchase and payment fraud, account as well as shrinkage fraud. These features are planned in order to make the experience safe:
- Review transactions manually.
- Extend and add fraud signals into your workflows.
- Improve and also make the experience for Fraud Protection simple.
Dynamics 365 Business Central:
Here is a quick overview of what you can expect:
- Greater productivity and also more requested features.
- Integration with Microsoft Power Platform as well as Microsoft Teams to boost collabs and decisions.
Customer Data Platform
Dynamics 365 Customer Insights:
Enrich your customer profiles with powerful insights and Artificial Intelligence (AI). Here is how you can easily personalise customer experiences with this release:
- Unify all of your customer data.
- Build rich customer profiles with audience intelligence.
- Use powerful AI and Insights.
Dynamics 365 Product Insights:
The looking glass you need to zoom in. Understand your customer’s journey better including their experience on every channels. More details to follow!
Dynamics 365 Customer Voice:
How do your customers feel about your service? Collecting feedback from your customers is a must. Moreover, you can learn more about their experience. You can expect these features soon:
- Send out surveys across communication channels.
- Explore new insights plus follow-up on your customers.
- Create personalised surveys with your customer data.
LOOKING FOR MORE CONCRETE USE CASES, REAL-LIFE DEMOS AND TYPICAL SCENARIOS?
Questions on how to make this release of wave 2 for Dynamics 365 a success for your business?
You can always get in touch for more detailed information about this topic. Don’t hesitate to contact us.
While the full consequences of the pandemic are still unknown, it is already obvious that the economic consequences are serious.
New customer habits and these difficult economic times are affecting your sales strategy. Managing your sales team through this crisis proves to be quite challenging. Especially when COVID-19 disrupts the daily work of your sales team and reshaped your clients’ behaviour.
What caused these undeniable changes in your customers’ behaviour?
Before the pandemic, digital trends were already in motion and accelerating. Now, we find ourselves at a critical digital turning point. What we can say with certainty is that future sales business will look different. You have to ask yourself if you are prepared to adapt your sales strategy to overcome this crisis.
The age of the customer
How have digital channels changed for companies since the COVID-19 tragedy began? Sales leaders rate digital interaction approximately twice as important now as they did before. Digital channels have radically accelerated which is affecting your business.
Is this shift reflected in your customers’ behaviours?
When customers search for products and services, they prefer digitally-enabled sales interactions. This shift in preference contributed to the sharp increase in suppliers’ mobile apps, social media, and online tools.
Buyers express a strong preference for self-service channels when looking to perform a purchase. Since 2019 suppliers’ mobile apps and website have doubled in importance. In other words, your customers now have new expectations and higher standards.
How do you adapt to your customers’ needs?
It is not enough to just give customers multiple self-service options. Customers no longer accept less from their professional life as buyers. They grew familiar with their personal experience as consumers and expect the same treatment.
Additionally, your customer wants to be treated the same way at all times. No matter what channel they are using or switching to. Your customers want a personalised and unified experience through your omnichannel.
Get it right by delivering on the key assets that customers value the most
Keep these three assets in mind: be fast, act transparent, and show know-how. You should make it a priority to apply these across all communication channels.
The great shift in virtual Sales models
For almost all functions in most sectors, the shift to remote selling was born out of necessity due to the lockdowns and social distancing. The situation forced people to work from home.
How have Sales teams reacted to this shift?
A large proportion of them started to work via video conferencing or telephone. Many companies supported their sales teams by establishing multidisciplinary commercial central centres. Sales teams could now manage sales activities both inhouse and onsite for customers.
What can you do to help and support your customers at all times?
You need to figure out how to deploy your sales professionals across your omnichannel. You probably noticed video meetings, webinars, (soft)phone, virtual chatbots, etc. taking over traditional face-to-face touchpoints. However, keep in mind that the human touch still plays a crucial role.
Connect your Marketing and Sales
Today we see more cross-functional collaboration between Sales and Marketing. Marketing observed more engagement with their content since COVID-19, making it a valuable source of warm leads for Sales.
How can Marketing and Sales keep your buyers’ attention?
The pandemic greatly impacted buyer behaviour and the economy needs time to recover. Your sales professionals must now define a data-driven sales approach to instantly act on opportunities. Above all, your sales and marketing data will play a crucial role in your strategy.
Why is Human Resources becoming more relevant to Sales leaders?
New skillsets are required in addition to the traditional sales skills. Therefore, HR needs to actively train and educate your sales teams if you want to win your battles.
How does the ideal Sales professional look like today?
Future sales require various tools and more technology than before. Your typical business-savvy sales professional needs more flavour. What you are looking for is someone who has deep insights, absorbs sales and marketing data, and puts the customer at the centre of all his or her actions.
LOOKING FOR MORE CONCRETE USE CASES, REAL-LIFE DEMOS AND TYPICAL SCENARIOS?
Discover our upcoming online seminars and events to explore new ways to support your employees.
Questions on how your business can start selling smarter?
You can always get in touch for more detailed information about these topics. Don’t hesitate to contact us.
One experience can change your customer’s entire opinion of your brand. Why do these trends in customer experience matter? Continue reading if you want to meet your customer’s expectations with your service and support.
Why is it important to personalise your customer experience with data?
First of all, your customer’s behaviour has drastically changed in 2020. They now prefer to purchase from a company that knows who they are as well as their purchase history.
How can you deliver excellent experiences?
Get personal. In other words, start actively using your customer data in your interactions with your customers. You need to support your customer service agents to give a more dependable and tailored service. Additionally, your agents have to make your customers feel valued.
This is how you can improve your omnichannel with technology.
Nowadays, your customers switch frequently between multiple communication channels and seek quick responses. So, what they expect is no less than high-quality customer service on all of your communication platforms.
Therefore, Artificial Intelligence (AI), Machine Learning and Automation are reported to greatly benefit you in 2020. If you adapt to this change, you will surely reduce the response time of your support team and boost your customers’ satisfaction.
Watch out for generic customer interactions.
It is alluring to choose an automated solution that does all the work for you. However, going digital does not mean less personality. Keep in mind that you should be where your customer needs you. Figure out where a human touch is needed to spice up the experience.
Which communication channels do your customers prefer?
The first thing to point out about social media interactions is that 37% of customers expect a response in 24 hours. This raises the standards of customer service.
As a result, live chats and chatbots are gaining popularity as communication channels. So much so that more businesses are including them to improve their customer service and support.
How you can benefit from Real-time Customer support?
When you respond to a complaint or solve an issue immediately, your customer is more likely to purchase something at the same moment. Overall, quick support boosts customer satisfaction and improves the experience. Which in due time, keeps customers coming back for more.
Customer Self-service is becoming a standard
According to Gartner, 70% of customers prefer to solve issues by themselves. However, only 9% succeeds in solving their problems without having to engage directly with customer service agents.
Which is why Gartner lists self-service as one of the top three priorities for customer service leaders in 2020.
Why your business can win with self-service?
Most customers want to solve problems quickly by themselves and get frustrated when their options are limited. Provide them with the tools to do so and make their search a pleasant experience. Moreover, your customer service agents can free up more time and pour their effort into issues that have urgent or complex solutions.
Questions on how to make customers love your brand?
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!
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?
Get ready for the second release of new and updated capabilities for Microsoft Dynamics 365 and Microsoft Power Platform. This release follows up wave 1, which will complete its run in September 2020.
What you should know about the release of the upcoming capabilities for Dynamics 365 and Power Platform.
Microsoft recently announced the key dates for the second release wave of updates, before general availability of release wave 2 hits:
- July 8, 2020: Discover what the second release wave has in store for you. Get informed about the new and upcoming capabilities for Dynamics 365 and Power Platform.
- August 3, 2020: This is when early access becomes available. Try out the new and updated features and capabilities before the updates are automatically implemented.
- October 1, 2020: The newest version for both Microsoft Dynamics 365 and Microsoft Power Platform becomes officially available.
- October 2, 2020: Regional implementations will begin.
On July 8 2020, Microsoft will publish its release plans for the 2020 release wave 2. It makes it possible for Microsoft customers and partners to prepare for the updates planned from October 2020 to March 2021.
Enjoy early access to new features and capabilities on August 3, 2020. Enabling you to validate them in a sandbox instance before being rolled out automatically in October 2020 after wave 1.
Stay tuned for all future updates!
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Field service is evolving enormously, just like technology and customer expectations are advancing quickly too. Forward-thinking service providers are continuously innovating to better serve their customers. There are plenty of ways to guide the maintenance and service industry to the next decade, like training the next generation of mobile workers, the usage of Industry 4.0 technology and offline mobility. We believe there are about 5 trends to watch in field service.
1. Smart devices and more data
Smart devices generate more and more data. The most important and influential trend in the maintenance and service industry is that of devices that generate large amounts of data and which then link to systems to support the service process. Connected technology (IoT) is empowering field service providers to stop reacting and become proactive.
2. Servitization continues: from product to service
More and more sectors are switching from delivering products to services, on a subscription basis or metered usage (pay-per-use). This makes the quality of service the most important success factor for a company. This evolution is also related to the technological and digital transformation that is started, including cloud computing and business (offline) mobility.
3. Service becomes sales
The service department becomes a commercial department. A trend that we absolutely welcome is that of “lead generation & soft skills”. By that we mean that your team of service employees must be well-trained to see and seize commercial opportunities. Bear in mind that every technician is also a pre-sales.
4. Operational excellence or customer intimacy?
We also observe a more general trend. Previously, companies chose a strategy based on operational excellence (best operations) or based on customer intimacy (customer-centricity). Now, more and more companies want both, and preferably at a leading level.
5. Ageing Workforce
One of the biggest challenges facing the field service industry right now is the ageing workforce. Baby boomers are now reaching retirement age, and there is a severe shortage of young people choosing field service as a career path. Millennials and the older end of Gen Z tend towards technology- and service-based jobs such as digital marketing or application development. The challenge is figuring out how to attract these youngsters to the field service industry.
Learn more about Field Service…
Looking for more concrete use cases, real-life demos and typical mobile workers’ scenarios, join our online senminar “Inspections with Field Service” on Thursday 27 August 2020.
Register now to expand your knowledge!