Overview

Microsoft Dynamics 365 is the combination and evolution of Microsoft's Dynamics CRM and ERP lines working seemingly together both on the Microsoft cloud or on premise.

Microsoft Dynamics CRM components are now purchased individually or together in a plan reducing the overall solution cost and allowing customers to get the features they need for their business when they need it.

Dynamic Objects currently offer consultancy services for the below applications which are part of Microsoft Dynamics CRM Online:

  • Dynamics 365 for Sales
  • Dynamics 365 for Customer Service
  • Dynamics 365 for Marketing
  • Dynamics 365 for Field Service
  • Dynamics 365 for Project Service Automation

Contact us for more information about Dynamics 365 and benefit from our unique price offering.

Marketing

Dynamics 365 for Marketing includes a bundle of apps and solutions carefully selected to support marketing departments and coordinate with sales. Some of these apps and solutions are also available as bundles or add-ons with other Dynamics 365 products, while others are only available as part of the marketing package. The following are included:

Core marketing
Provides email marketing, customer journeys, behavior tracking, lead scoring, marketing pages, and more. These features form the core of the Marketing app and are unique to Dynamics 365 for Marketing.

Event management
Organize and promote in-person or webinar events, which include an online portal that attendees can use to review the event schedule and speakers, and to register for the event. This feature is currently available only with Dynamics 365 for Marketing.

Voice of the Customer
Create online surveys and analyze the results. This feature is bundled with the Marketing app, but is also available separately as an add-on for other Dynamics 365 products.

Dynamics 365 Connector for LinkedIn Lead Gen Forms
Import leads generated with LinkedIn's lead tools into Dynamics 365. This feature is bundled with the Marketing app, but is also available separately as an add-on for other Dynamics 365 products.

Dynamics 365 Portals
The Marketing app uses Dynamics 365 portals to publish its event, marketing pages, and online surveys. The portals feature is bundled with the Marketing app, but is also available separately as an add-on for other Dynamics 365 products. A ready-to-use, feature-rich event portal is also included, and is unique to the event-management feature.

Dynamics 365 for Customer Insights
Better understand and engage with customers by gaining detailed insights through intelligent customer analytics. Set up target segments for your customer journeys based on dynamic or fixed criteria, and incorporate customer analytics into your lead-scoring strategies. Customer Insights charts and widgets measure the health and quality of each lead with metrics such as lead age, lead interaction timeline, lead qualification progression, and more.

Sales

Dynamics 365 for Sales helps you zero in on the right leads, contacts, and opportunities as you build out your team's sales pipeline. Built-in processes guide you from one stage of the sales process to the next, and easy-to-use dashboards help you set goals and provide actionable insights to help you close more deals.

Take advantage of a highly intuitive interface and embedded Microsoft Office capabilities to boost sales productivity, streamline sales cycles, automate lead management, and gain insights to drive more sales.

Shorten the sales cycle and improve win rates with lead and opportunity management, automated lead routing, sales process management, and competitor tracking.

Use flexible reporting to forecast sales, measure business activity and performance, track sales and service success, and identify trends, problems, and opportunities.


Customer Care

Build great customer relationships by focusing on optimum customer satisfaction with the Customer Service apps. Customer Service provides many features and tools that organizations can use to manage the services they provide to customers.

Use Dynamics 365 for Customer Service to:

  • Track customer issues through cases.
  • Record all interactions related to a case.
  • Share information in the knowledge base.
  • Create queues, and route cases to the right channels.
  • Create and track service levels through service level agreements (SLAs).
  • Define service terms through entitlements.
  • Manage performance and productivity through reports and dashboards.
  • Create and schedule services.

Social Engagement

In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft Social Engagement puts powerful social tools in the hands of your sales, marketing, and service teams — helping them gain insight into how people feel about your business and proactively connect on social media with customers.

Anyone can benefit from using Social Engagement, but some of the use cases include:

  • If you are in Sales, you may want to keep track of your key accounts and competitors.
  • If you are in Marketing, you may want to track your brand, see who your key influencers are, or monitor the social impact of a particular campaign.
  • If you are in Service, keeping customers happy is important. You can listen for when customers are unhappy on social channels and be proactive about responding.

Microsoft Social Engagement offers hosted online services available to a wide variety of customers and comprises the following social capability components within the software application:

  • Social listening: Listen in 19 languages across five sources – Facebook*, Twitter, Blog, Video, and News.
  • Social analytics: Experience rich data visualizations, such as sentiment analysis, phrase clouds, top fans, top critics, and top hashtags.
  • Social engagement: Build deeper relationships with customers by empowering teams across sales, marketing, and service to engage with their social communities on Twitter and Facebook.
  • Social CRM: Fully contextual and integrated across sales, marketing and service. See social insights from within Microsoft Dynamics CRM or Microsoft Dynamics Marketing.

Field Service

Microsoft Dynamics 365 for Field service provides you with a complete field service management solution, including service locations, customer assets, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics. The field service application helps you:

  • Optimize your service schedule with efficient routing, resource skill matching, and reduced travel time.
  • Increase first time fix rates and on-time delivery performance.
  • Enhance real-time communication and collaboration between customer service, dispatch, field agents, and customers.

Work order management
Quickly generate work orders, encompassing all of the information you need to dispatch field agents to service locations.

Schedule board and dispatch
A flexible drag-and-drop schedule board lets dispatchers assign resources and set up schedules for multiple work orders using a list or map view.

Resource management
Configure resource information to allow field service to efficiently match the best field agent to a work order based on availability, proximity to service location, and required skills.

Service locations and customer assets
Store and manage information about your customers’ service locations and serviceable customer assets.

Preventative maintenance
Configure service agreements for your customers that will automatically generate recurring work orders to ensure equipment is properly maintained before issues occur.

Inventory management
Extend the product catalogue with an inventory management system that tracks real-time inventory levels by warehouse, including mobile truck stock.

Customer billing
Completed work orders can be turned into customer invoices for customer billing.

Mobile app
The mobile app gives field techs quick and easy access to everything they need to execute a work order, including schedule information, customer contact information, turn by directions, and more.

Project Service

Microsoft Dynamics 365 for project service automation provides an end-to-end solution that helps sales and delivery teams engage customers and deliver billable projects on time and within budget. The project service automation application helps you:

  • Estimate, quote, and contract work
  • Plan and assign resources
  • Enable team collaboration
  • Capture time, expense, and progress data for real-time insights and accurate invoicing

Project-based contracts
Project-based contracts relate quotes and orders to project plans, financial estimates, labor pricing, and billing arrangements, like time and materials or fixed price. The contract highlights key metrics, including profitability and feasibility.

Project planning
Visual project planning and estimation includes predecessors, automatic task scheduling, and views of sales and cost information for time and expenses. You can use the resulting plan in quotes and project contracts.

Resource management
Resource information includes the skills and proficiencies of your workforce. You can view and filter resources based on skills and availability, so you can assign the right people to the right projects. You can also track resource utilization and forecasting metrics.

Time, expenses, and collaboration
Team members can use the web or mobile apps to record time and expenses for multiple projects. Managers can easily approve new entries while understanding the financial implications of the newly-approved items. All team members can collaborate with an Office 365 workspace created for their project.

Project billing
Project invoices reflect the terms of the contract and the approved work and expenses. The financial impact of project work, including costs, unbilled revenue, and invoices, are recorded for use in analytics and integration into financial systems.