Top Six Reasons D365 Customer Engagement is the Emerging Leader CRM Software

By Adam Hallbeck | July 1, 2021

Microsoft Dynamics 365 Customer Engagement has emerged as a powerhouse in the software game for companies looking to effectively engage with their customers, anticipate needs, and become more strategic. While other CRM software providers scramble to acquire companies to build up their base software functionality, Microsoft is executing on a long-term strategy, positioning Dynamics 365 ahead of the competition.

1. The Platform

Dynamics 365 is comprised of apps that integrate, allowing businesses to choose the specific functional areas they require and connect those apps for an end-to-end business solution. With robust functionality spanning sales, marketing, service, finance, operations, commerce, HR, and more, the Dynamics platform lays the foundation for complete business management.

Aside from the Dynamics 365 core apps, their system includes a native integration to other Microsoft products likely already in use at your organization today including Office (Word, Outlook, Excel, PowerPoint, etc) and Teams. This enables your teams to access and manipulate the information the way they want to work.

d365 intelligent business applications in the cloud

2. Integrations

Native integrations make it easy to continue to add new components to your system as needed – whether that’s through core Dynamics 365 apps, add-on solutions available on AppSource, custom Power Apps, and much more.

blue microsoft intelligent business applications platform

3. Out-of-the-Box Functionality

Dynamics 365 Customer Engagement includes robust out-of-the-box functionality that businesses need to connect to their customers through marketing, sales, customer service, and beyond.

Some of our favorite features to call out are included in the list below. However, you can view a full list of features and functionality at the three links below.

Dynamics 365 Marketing

  • Customer journey mapping
  • Campaign automation
  • Emails
  • Social Media
  • WebForms
  • Lead Scoring
  • Web Intelligence
  • Event Management

Dynamics 365 Customer Service

  • Chatbots
  • Knowledge Base
  • Real-time CSAT Scores
  • Support Case Routing
  • Escalations Management

Dynamics 365 Sales

  • Real-Time Insights
  • Sales Stage Progression
  • Mobile Platform
  • Sales Forecasting
  • Opportunity Management
  • Sales to Service Handoff

With Dynamics 365, all customers receive ongoing updates, including two major releases each year. Those releases contain new features and functionality across all apps in the platform, many of which come directly from user requests.

4. Low Code/No Code Customizations

Thanks to the Power Platform, anyone can now create low code, or no-code customizations to fit your specific business requirement. This removes the need to hire professional developers and makes the maintenance of those customizations worry-free. Because customizations are built as extensions of the system, they remain compatible with Dynamics 365, even as new updates are pushed into the production environment.

5. Work Flexibility

As a cloud-based SaaS platform, Dynamics 365 is accessible anytime, from anywhere. This is more important than ever as employees continue to work outside the main office. By empowering your employees with the technology they need to do their job no matter their location, you have the opportunity to hire for talent and expertise, no matter the person’s geographical location.

This anytime, anywhere access also empowers your sales team to become more productive and close more business when at tradeshows, at customer locations, or when meeting with prospective customers.

6. Cost Control

A key benefit of Dynamics 365 over other CRM solutions is the long-term control you have over the cost of your system. After the initial implementation, you have predictable, monthly costs that directly correlate with your number of licenses and modules in use. As your company grows, you can add users, and if your company has slow periods, you can cut your user number back, giving you control over your monthly costs. This flexibility allows you to pay for only what you need.

Stoneridge Software offers an optional monthly subscription support plan that provides a designated support consultant to ensure your system is running the way you need it to – all for a set monthly cost. Learn more about the subscription support plan option here.

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