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:

Dynamics 365 for Marketing
Dynamics 365 for Sales
Dynamics 365 for Customer Service
Dynamics 365 for Field Service
Dynamics 365 for Project Operations

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.

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.

Customer Insights

Dynamics 365 Customer Insights is Microsoft's customer data platform (CDP) that helps deliver personalized customer experiences. The application provides a holistic view of customers with unmatched time to insight. Gain the most comprehensive view of your customers by unifying customer data with operational and IoT data in real-time. Enrich customer profiles with first and third-party data sources

Customer Insights helps you transform your business into a customer-centric organization by empowering your marketing, sales, and service professionals to tailor 1:1 interactions at-scale. Turnkey integrations with Microsoft and third-party applications can be used to activate real-time insights to drive meaningful actions.

Connect data from transactional, behavioral, and demographic data sources to create 360-degree customer views. Derive out-of-the-box insights with prebuilt AI models or rapidly build, test, and deploy custom AI/ML models using advanced analytics solutions at limitless scale.

Maintain full control over your customer data to ensure the highest level of data governance and compliance with a self-service, enterprise grade CDP built on Microsoft Azure. Support the General Data Protection Regulation (GDPR) and other legislative requirements and industry standards through built-in privacy, security, and governance tools.

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 Operations

Changing customer expectations and innovative technologies are causing a significant shift across all industries—compelling companies to reevaluate their business models.

This shift has created new subscription and project-based business models that are changing the way we work and transforming traditional businesses into service organizations. Embracing this shift not only means reimagining service offerings, but also your entire business operations— from prospect to payment to profit.

To enable a successful service operating model, you need the ability to tailor project experiences, empower employees, optimize resource utilization, accelerate project delivery, and maximize profitability. As project-based services become an increasingly important component of business success, leading companies require a new approach that truly reimagines business operations to unify teams around actionable data.

Five critical goals help you maintain that balance:

Engage customers with consistent, seamless, and high- quality service experiences that inspire trust and loyalty.

Empower employees to personalize services, collaborate, share knowledge, improve quality of work, and submit hours worked and expenses on time.

Optimize operations to increase the flow of information across the entire business and accelerate project delivery.

Improve resource utilization and productivity to accelerate time-to-impact while controlling cost of goods sold (COGS).

Transform services using insights to reduce costs of service delivery, accelerate time-to-market, focus on the most profitable projects, and generate new revenue streams.