Seamless integration between sales and service together with productivity improvement tools are two of the key enhancements in Microsoft's new cloud-based Dynamics CRM 2016, which the company calls “game-changing”
Microsoft's Dynamics CRM 2016 includes advancements in intelligence, mobility and service and is said to be the most comprehensive ever upgrade of the company's CRM solution. The new enhancements are designed to increase productivity in three key ways: by providing a simple and seamless experience across Dynamics CRM and other applications; delivering an enhanced mobile experience for the worker on the go, and providing enriched data and analytics.
“Microsoft’s obsession with customer success is rooted in our ambition to reinvent productivity and business processes,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “Dynamics CRM 2016 is designed from the ground up to deliver core capabilities all in a single system to eliminate distractions, to make it easier to get things done, and to dramatically increase productivity so our customers can spend more time serving their customers.”
The new interactive service hub incorporates real-time dashboards that provide a single view of the workload, giving organisations and agents the flexibility to choose the order of case resolution. Interactive charts provide a visual representation of the work items and can be used as visual filters that allow agents to slice and dice the data, view what is most important, see the next action and focus on faster resolutions. The Unified Service Desk gives agents access to Skype and Yammer so they can engage customers and peers via chat for service resolution and collaboration.
Turning data into intelligent action is a cornerstone of business transformation and productivity, and the new Dynamics CRM release includes data management and advanced analytics capabilities powered by the Cortana Analytics Suite. Azure Machine Learning capabilities are incorporated, enabling organisations to continually learn from the problems and solutions that they are encountering so that patterns can be identified, speeding time to resolution and continuously improving performance over time.
The new version of Dynamics CRM provides full offline capabilities for service professionals on phones and tablets and across all major mobile platforms (Android, iOS and Windows). The release also introduces the ability to create task-centered mobile apps to streamline the completion of activities on the go.
The new version of Dynamics CRM closes the customer relationship loop by providing an end-to-end solution for customer service across self-service, assisted service and field service. It captures the signals communicated in various channels in the market, and empowering the agent to provide meaningful feedback and leverages social channels to instantly track and analyse relevant sentiment and engage directly with customers on social channels such as Twitter and Facebook.