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Release of wave 2 for Dynamics 365

Release of Wave 2 - Microsoft Dynamics 365 - CRM

Catch the release of wave 2 for Dynamics 365.

Microsoft just announced the second release wave of the year for Dynamics 365. These brand-new innovations aim to deliver powerful capabilities to propel your business to success. There is no doubt that this release is about to accelerate your digital transformation.

Here is what you can anticipate from the release of new features planned between October 2021 and March 2022.

[READ ALSO] 5 CRM TRENDS TO WATCH OUT FOR >>


Dynamics 365 Marketing

With this release, Dynamics 365 Marketing delves deeper into personalised journeys and engaging with your customers anywhere, at any time. Explore AI-based content ideas and get inspired to bring your content to the next level. Here is how you deliver immaculate experiences time and time again.

Explore new and updated features for Marketing

Engage at the right moment across all touchpoints

  • Use Customer journey orchestration to connect Customer Insights with your data lake.
  • Send out SMS messages with Twilio as well as TeleSign
  • Build webinar registration experiences in Teams effortlessly and create a sound journey for participants instantly in Dynamics 365 Marketing.
  • Enrichen your customer journeys through account-based profile data from Customer Insights.
  • Get a clear view of all interactions within your customer journey on the Customer Insights timeline.

Get more personal with each customer without breaking a sweat

  • Explore the new segmentation builder that easily lets you create segments on leads as well as custom entities.
  • Dive deeper with customisation through Power Automate flows from customer journeys.
  • Boost your decision-making with the combined power of AI and Analytics.
  • Turn your email content into compelling messages through AI-based recommendations.

Dynamics 365 Sales

Achieve more sales by understanding your customers and their buying behaviour. The three key elements you need to drive sales are data, intelligence and meaningful customer experiences.

Here is what these exciting new updates for Dynamics 365 Sales focus on.

Improve teamwork thanks to Teams calling with Dynamics 365

  • More third party telephony aid and also critical business insights for any call.
  • Embedded Microsoft Teams collaboration, Teams message extensions and actions now include enhanced contact recommendations and a better experience.
  • Access sales records while having a Teams meeting and also receive automated notifications from Dynamics 365.
  • Enhanced setup as well as security of the Dynamics 365 app for Teams.

Change the way you build relationships on LinkedIn

  • Explore a new manager workspace for accounts, contacts, and also leads.
  • Visually update deals with the Kanban control.
  • Enjoy improvements to quick filters with hierarchy and date-based filters.

Manage pipeline more efficiently with deal manager

  • Swift access to Sales Navigator.
  • More improvements to the LinkedIn integration coming your way.

Get productive with improved tools and forecasting updates

  • Streamline activity capture with Auto capture.
  • Discover enhanced capabilities for the purpose of sharing and viewing your forecasts.
  • Attribute insights in order to strengthen predictive scoring model clarity.
  • Added admin controls for managing as well as deploying forecasts.
  • Support for new forecast views such as weekly and yearly forecasts.
  • Guided selling gets a boost with Sales Accelerator
  • Salespeople on the road get more out of their mobile experience.

Dynamics 365 Customer Service

Increase your agents’ experiences and productivity drastically with this release to solve cases faster. The power of AI will once again boost your customer service through improvements in searchability.

Explore these exciting features for Customer Service

Aim for a customer experience that exceeds expectations

  • Empower your customers through self- and assisted- service.
  • Deliver exceptional services through an all-in-one contact centre.
  • Boost knowledge authoring and management for your agents through AI suggestions and analytics.
  • Transform contact centre routing.


Dynamics 365 Field Service

Catch the release of wave for Dynamics

Curious about the new customer portal launching in this release? Dynamics 365 Field Service aims to deliver easy customer engagement and enhanced user productivity in this release of wave 2 for Dynamics 365.

Dive into these capabilities For Field Service:

Boost Customer Engagement and User productivity

  • Enjoy a streamlined onboarding experience.
  • The improved information architecture is now combined with an upgraded user interface.
  • Boost your field workers with capabilities such as mixed-reality calls and an enhanced Field Service mobile experience.
  • Engage better with your customers through self-scheduling and also an easy to navigate landing page.
  • Transform the scheduling experience through new and improved features.

Dynamics 365 Customer Insights

Unify and uncover the secrets within your customer data to make smarter decisions and get smarter insights. Audience Insights and Engagement Insights are here to bring out the best within Customer Insights.

Uncover how to get the best insights

What’s planned for Audience Insights

  • Scrap data silos and unite your customer data through connectors.
  • Create rich customer profiles coupled with audience intelligence namely from both first-party and third-party enrichments.
  • Get smart insights about your business with segments and measures and also boost businesses processes with innovative AI models or custom algorithms.
  • Personalise customer experiences across all channels.

What’s planned for Engagement insights

  • Unlock a 360-degree view with essential analytics and smart insights on your customers.
  • Drive better business insights by obtaining valuable insights into customer actions interactively.
  • Get a good grasp on customer journeys through funnel reports, journey maps, flows and more to ensure the best actions.
  • Connect analysis to your systems of action such as advertising channels, marketing channels, and other applications.

Dynamics 365 Customer Voice

What actions do you take after receiving feedback? The focus of this release is to help you engage with the right person at the right moment.

Catch these highlights of enhancements for Customer Voice

Get smarter feedback

  • Collect insights easily and act instantly on them.
  • Swiftly collect feedback insights and define customer workflows through Power Automate.
  • Compare results over time to uncover trends and to analyse performance.

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

Digital Transformation Trends in 2021

Questions on the release of wave 2 for Dynamics 365?


Think Digital

Change the way you look at data

It is only human nature that our preferences change over time. That goes for your customers as well. Nowadays, the true challenge lies in your customers’ ever-changing behaviour and preferences. Mainly because of how their preferences seem to change overnight.

Continue reading to rethink the way you use your data.

[READ ALSO] HOW CUSTOMER EXPERIENCE TRENDS SHIFTED DRASTICALLY >>


Data fuels growth during the global pandemic

While the pandemic created, transformed and accelerated the biggest trends this year, one thing remained the same. If you want to be there at the right moment, you need to rely on quality data to elevate your business and beat your competitors. In fact, today’s leaders within their respective industries are data-driven businesses.

How are you using your data?

Think of the tremendous amount of data that you are collecting daily and what you can do with it. Whatever content your customer is consuming, the web pages they navigate as well as the products they buy. All of their digital behaviour is recorded. But for some reason, it is never used to actually make decisions that matter. You surely are aware that in business, there are always risks you take with consequences. When you make decisions that are based on data, it makes your business less exposed to risks.

7 reasons why you need to make decisions based on your data:

  • Deeper insights about your customer’s behaviour.
  • Better decision-making equals fewer risks.
  • Empower your Sales and Marketing employees.
  • Generate more leads by uncovering the best methods.
  • Data leads to innovation.
  • Gain an advantage against competitors, increase profits and reduce costs.
  • Enhance the Customer Experience drastically.

Turn data into meaningful actions

How do you transform all of that data into something of value for your business? When you have limited time, manpower and tools, the job seems tough to do. Yet, that right there is the challenge your business must overcome in order to thrive. The message is clear. If you desire to innovate and grow at a faster rate, you need to take action and do something with your data.

Get the most out of your data:

  • Uncover your customers’ behaviour.
  • Accurately predict their needs through AI-powered suggestions
  • Take action at the right time and never miss out on opportunities.


Next-up: HOW CUSTOMER EXPERIENCE TRENDS DRASTICALLY SHIFTED

HOW CUSTOMER EXPERIENCE TRENDS DRASTICALLY SHIFTED IN 2020

Questions on taking decisions based on data?


Think Digital

How Customer Voice delivers smart feedback

How do you know what your customer wants to voice? Sometimes all it takes is to ask the right questions to the right people. In this case, your customers can help you take your marketing, product development, sales and customer service to the next level.

Continue reading and find out how Customer Voice helps you to attune anything your business does to the customer.

[READ ALSO] CUSTOMER SERVICE IN A NUTSHELL >>


Why you should listen to your customers

It all boils down to letting your customer voice their opinions and use that feedback to tweak the Customer Experience. As you already know, excellent Customer Experience is what makes your business stand out from your competitors. In fact, customers today simply expect to be catered to at any given time.

Without really understanding your customers, it is almost impossible to exceed their sky-high expectations in the moments that matter. Simply give your customers a platform to connect with you and reap these benefits.

Here is what you gain out of Customer Voice

  • Get your customers’ feedback on new ideas as well as designs and use it to perfect the final result.
  • Investigate complaints and resolve any issue to turn a frustrated customer into a happy one.
  • Give your customers what they want and not what you think they need.
  • Listen to your customers and get them addicted to your quality products, services and brand.

Decode your customers’ experiences through Dynamics 365 Customer Voice

Here is how Dynamics 365 Customer Voice makes it easier to understand your customers and to also build better experiences. Create surveys while gaining smart insight into your customers’ perception of what your business has to offer. You can brand your survey and also ask any question you want to uncover the experience of an individual customer.

Provide a unique experience for your customers

In short, every experience is unique which makes asking the same questions to all customers unnecessary. Catch the opportunity to dive deep into their experience by including follow-up questions. Picture this. If a customer scores an experience a 2 out of 5 you would be eager to find out what went wrong. In addition, if a customer gives you a score of 4 out of 5 you would ask how the experience could be made even better.

Dynamics 365 Customer Voice easily allows you to branch off and also create follow-up questions based on previous answers and scores. Each survey is tailored to the customer which exactly how you will tackle the challenge.

Get the most out of your insights with Customer Voice

  • Discover customer sentiment, trends, and the relevant metrics to completely understand your customers.
  • Track which metrics matter most to your business, namely Net Promoter Score, customer satisfaction score, and also satisfaction over time.
  • Immerse yourself in the customer profile dashboard with visual insights.
  • Boost customer satisfaction by making the right improvements.

Infuse customer data with your organisation

  • Get your team onboard through unified customer profiles in your customer data platform. Align team members to make the best engagement decisions across all channels.
  • Connect feedback with customer data continuously in other Dynamics 365 apps, such as Dynamics 365 Customer Insights, and Microsoft Power Platform—Power Automate, Power Apps, and Power BI.
  • Share your survey data across your customer data platforms applications, such as Dynamics 365 Customer Service and Customer Insights.


Next-up: HOW CUSTOMER EXPERIENCE TRENDS DRASTICALLY SHIFTED

HOW CUSTOMER EXPERIENCE TRENDS DRASTICALLY SHIFTED IN 2020

Questions on Customer Voice?


Think Digital

Uncover Dynamics 365 Marketing 2021 Release

Uncover Dynamics 365 Marketing 2021 release wave 1 to boost your marketing this year.

Now more than ever, the happiness of your customers determines your success in gaining new business time and time again. Customer Experiences (CX) needs to be exceptional all-around to have your customers feel valued and also cared for.

Continue reading and find out how Dynamics 365 for marketing plans to transform the way you engage with your customers in release wave 1.

[READ ALSO] 5 CRM TRENDS TO WATCH OUT FOR >>


Real-time, Event-based customer journey orchestration

Real-time Customer Journey with event triggers

How do you keep your customers intrigued at all times? What matters most today is how you deliver a very personalised experience for each customer. Customer journeys now respond to customer interactions in the real world such as visiting a store. Of course, you still enjoy the perks of triggering a journey through virtual interactions like browsing a website.

With this real-time journey, you possess the tools to react instantly to your customers. Soon, you can catch any sales opportunity coming your way.

Highlights

Meet the flexible journey designer powered by AI

What makes this designer stand out is how easy, yet powerful it is to use thanks to AI. Here is why your journey is now highly personalised for each individual. As AI analyses your customers’ behaviours, it selects what is best for each customer based on what it has learned. This journey designer is bound to change the way you interact with your customers.

Every journey is led by the customer

In other words, what your customer does or does not do decides the next action or journey. With the right event triggers in place, you can focus fully on the customer experience. This can now be done easily and quickly without immersing yourself in coding.

Keep an eye on what goes on in the background

Track your analytics or the goals you defined beforehand. This release enables you to view the number of customers flowing through different paths of your journey. All in one place in real-time.

PREVIEW AVAILABLE IN EUROPE EARLY MAY

The new email editor is here to change the marketing game

New email editor in Dynamics 365 Marketing

Many marketers spend a huge chunk of their time creating engaging emails. Therefore Microsoft redesigned the email editor to assist marketers in creating personalised emails swiftly. Naturally, AI plays an important part in the new and improved editor. Through its smart suggestions, your messages will always be engaging and also captivating to your audience.

Highlights

A modern take on the email designer to fuel your team

Another way AI makes life easier for your marketers is by tagging uploaded files in the new centralised library. Marketers win more time instead of completing tedious tasks.

New editing capabilities introduce flexibility to the experience

Create and edit emails more swiftly through the flexible layout, image resizing, text line-height adjustments, including an improved email rendering and preview experience. Your marketer is going to love the freedom to create without restrictions.

AVAILABLE TO ALL REGIONS BY THE LAST WEEK OF APRIL

Host memorable online events with Dynamics 365 for Marketing and Teams Webinars

Teams Webinars and Dynamics 365 Marketing Integration

Here is a combo that will surely forever change the way you host online events. Teams webinars and Dynamics 365 Marketing integration are here to add newfound power, flexibility and endless possibilities to your live events.

Highlights

Organise webinars however you want

Whether you choose to create a webinar in Teams or Dynamics 365 Marketing, both ways are just as easy and intuitive. With the added power of Dynamics 365 Marketing, you get complete control over your live events.

Following up after an event is now a piece of cake

The powerful integration of Teams and Dynamics 365 Marketing turns any interaction into an ongoing relationship to win over your customers. You are one click away from collecting all that rich engagement data and following up effortlessly.

AVAILABLE TO ALL REGIONS BY THE LAST WEEK OF MAY

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

Digital Transformation Trends in 2021

Questions on Dynamics 365 Marketing 2021 Release?


Think Digital

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?

Sales in the field

Rethink Sales in the field with technicians

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 start selling anywhere?

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?

Self-service mistakes made during the holiday season

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. 

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

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?

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?

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?

Release of wave 2 for Dynamics 365 is here

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:

  • Marketing
  • Sales
  • Customer Service
  • Field Service
  • Finance and Operations
  • Human Resources
  • Commerce
  • Fraud Protection
  • Business Central
  • Customer Data platform
  • Customer Voice

Marketing

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.

Sales

Dynamics 365 Sales:

Sales is not only about selling anymore. Connecting with clients and building relationships is for the most part vital. That is why these new features centre on selling smarter:

  • 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.


Customer Service

Customer service needs to change because the customer has been impacted by the pandemic

Dynamics 365 Customer Service:

Did you know that your customers expect high-quality service on all communication channels (omnichannel)? With these improvements, your service will surely exceed expectations:

  • 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. 

Field Service

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.


Human Resources 

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. 

Commerce 

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.

Fraud Protection 

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.

Business Central

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!


Customer Voice

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.

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