Meeting company sales targets and accurately forecasting sales revenue are critical to the success of Microsoft and our customers. To help sales teams make informed decisions and accelerate opportunities, Microsoft IT uses predictive analytics models, Azure Machine Learning, and algorithms like latent semantic analysis and regression analysis. These models don’t replace human judgment—they augment it with seller feedback and ongoing model retraining, which result in analytics-based insights.
When it comes to data analysis and decision making, Microsoft Dynamics CRM Online has been an invaluable business intelligence tool for the Microsoft Operations Global Business Process Outsourcing team. However, not all stakeholders have access to CRM Online, so Microsoft IT helped connect Power BI to the team’s data in CRM Online. Now it’s easy to share data views in a Power BI dashboard, export CRM Online data to Power BI for analysis, and view CRM Online data through the Power BI app.
One Finance, the group responsible for global account processing at Microsoft, migrated our customer support solution from on-premises to Microsoft Dynamics CRM Online. We process more than 500,000 support tickets annually, and the database had grown to 2 TB. Before making the move, we archived data, optimized the existing solution to use more out-of-the-box features, and updated code. Since going live, the new solution has cut support costs in half, and the new Service Level Agreement feature has improved customer service.
Microsoft IT created an opportunity scoring indicator in Microsoft Dynamics CRM Online. This feature uses opportunity data to provide near real-time win/loss predictions with sophisticated machine learning algorithms.
Microsoft is transforming and simplifying its global Inside Sales business using a central, standardized solution to increase efficiency, improve customer engagement, and maximize performance. The new solution uses out-of-the-box Microsoft Dynamics CRM features and functions. It includes a new application called Unified Service Desk that integrates Microsoft Dynamics CRM and Skype for Business, the corporate telephony solution used in Microsoft contact centers.
Microsoft created a direct sales platform that supports seller-specific customer relationship management (CRM), business intelligence (BI), and seller tools. Microsoft Dynamics CRM Online forms the backbone of the platform and uses Microsoft Azure-based services for advantages of scale.