Companies require specific tools that allow them to have precise information on their own performance, but also on what occurs with clients and suppliers. They need to be able to easily and clearly access it at all times from anywhere in order to offer quicker and accurate responses.
Information must not only be centralized, but also available to whoever needs it inside the organization, while at the same time contained in an environment that's flexible enough to adapt to the particular processes of each company. The automation of recurring processes is another requirement to free up time, which is always scarce when it comes to building and strengthening relationships, understanding problems and providing solutions to clients where they are needed. This makes the business more profitable and productive.
In previous articles we have described the overall benefits of Microsoft Dynamics CRM, and today we'll focus on two of the varied forms offered by the product to adapt to the particular needs of a company.
Work Flows and Dialogue
Basically, we're talking about two features that tend to automate pre-defined processes and perform follow-up.
What is a work flow? It's an automated process that is executed by request or configured to automatically be executed when a given action is done in a registry.
One example: All companies need to detect problems or obstacles, especially in complex processes. In an organization that manages a considerable client portfolio, knowing the evolution of each client's activities can be key in business. Through a work flow, it is possible to configure an alert when an activity is not recorded for a certain period. Or, a client follow-up report can be produced, where the company can visualize the existence of sales opportunities of a certain product.
What are Dialogues? They are sequences or synchronous, interactive scripts that use a verified business logic and which help guide personnel in communications with their clients. Dialogues also allow traditional bifurcation of data input in such a way that they can follow a given sequence depending on the responses obtained by the client.
One example: Through a dialogue, it is possible to address any interaction with an existing or potential client. A phone call is an excellent example, which may include a corporate greeting, the questions to pose in a given order and even making note of the responses provided by the speaker, to thereby have vital information when it comes to making important business decisions.
Dialogue allows for coherent, fluid and efficient conversations and interactions, where consistent and effective messages are delivered, and relevant information is obtained, which converges on the organization's centralized database and which is available to the workforce and hierarchical personnel who require it.
As a whole, work flows and dialogues are one way to avoid repetitive tasks throughout the organization. Since no programming knowledge is required (any user familiar with Microsoft Dynamics can configure them intuitively), that time and energy can be used instead for the business's own growth.
It's true that this requires the company to formalize and systematize its business processes, and this may require a certain amount of time to define them, but once they are identified and configured, they can be applied and reused on all clients. That's where the clear benefits can be seen.
However, if we integrate Dynamics CRM into Office 365, the experience has even more potential. It's possible to easily manage all client interactions with tools that personnel already know and use every day. Therefore, the workforce can share information, calendars, email, instant messaging and the necessary documentation, which is now accessible from anywhere and on all types of mobile devices (smartphones, tablets, laptops, etc.).
The ability to integrate SharePoint from the same CRM lets users access and work on documents specifically with a given client, taking advantage of all control, management, version control and centralization features that users are already familiar with in this collaborative platform. Therefore, it is possible to work in an integrated manner with the proposals, quotes and specifications that are made for the counterpart. All this information is centralized and available to everyone who needs to access it, while preserving the high security standards that characterize these solutions.
With the vision of using technology to attract and retain a growing client base, Microsoft Dynamics CRM is an essential tool when it comes to marketing automation. MarketingPilot recently joined the family of products, which offers integrated marketing management solutions that understand the client, make operations flexible and allow automated, multi-channel and measurable campaigns to be created. The idea of planning and systematizing the implementation of marketing actions has to do with saving time and effort, increasing efficiency and effectiveness and boosting quality levels in marketing.