Microsoft Dynamics 365

Microsoft Dynamics 365 delivers a whole range of business process improvements and provides business intelligence and productivity through tight integration of CRM Software and a full – fledged ERP software on the cloud.

How MS Dynamics 365 Customer Service Insights Benefits Your Business

How MS Dynamics 365 Customer Service Insights Benefits Your Business

Ajith George

CRM may no longer be a fancy buzzword, but tools and solutions that help improve customer experiences find a renewed interest among present-day businesses for a reason. In an age of rapid digital advancements and transformations, earning customers and engaging with them continually requires systems that can keep up with the ever-changing needs, preferences, and expectations.

Enter Microsoft Dynamics 365 Customer Service Insights

With Artificial Intelligence (AI) woven into its backbone, Customer Service Insights functions as much more than a regular CRM tool. It automatically groups customer cases into topics to help you discover emerging trends and equip your business to adapt to them in a timely manner. The tool features a slew of rich dashboards, interactive charts, and visual filters that provide summarized as well as drill-down views into topics and cases that impact key performance indicators and customer satisfaction levels. By highlighting areas for improvement, Customer Service Insights helps you address problem areas at the earliest before they impact customer service experiences.

Switching to Dynamics 365 Customer Service Insights can bring about a visible difference in the way businesses function, build and improve customer relations; all made possible through data and not guesswork. Here are three important ones.

# 1 – Enhance Customer Satisfaction

Customer Service Insights provides businesses a comprehensive understanding of issues that impact customer satisfaction scores (CSAT), thus helping you resolve critical or emerging problems before they flare-up. The AI-powered, data-driven system also makes it easy to identify opportunities that have a positive or negative impact on the business and act on them to enhance customer satisfaction. Augmenting these informed decisions are customer service charts with different views of customer feedback:

  • Average CSAT KPI Summary chart
  • Popular topics
  • Emerging topics
  • Average CSAT
  • Customer satisfaction drivers
  • Average CSAT KPI chart
  • Overall average CSAT impact chart
  • Top CSAT impactors
  • Top resolve time impactors

# 2 – Boost Operational Efficiency

Resolution of customer cases impacts not just customer satisfaction levels but also agent productivity, and in turn operational efficiency. Customer Service Insights powers businesses and helps tackle inefficiencies in the system by providing detailed insights into case resolution, backlog trends, and historical comparisons to evaluate agent performance. This help identify low-performing and high-performing agents while also monitoring case volumes and support topics to optimize agent productivity.

Customer Service Insights features the following charts to help evaluate agent performance.

  • Agents with longest average resolve time
  • Agents with most escalations
  • Agents with most unresolved cases
  • Agents with longest resolve time
  • Agents with lowest average CSAT

Additionally, the system provides resolution time charts that help you drill down into the time it takes to resolve customer cases. These include:

  • Average resolve time KPI Summary chart
  • Unresolved cases by age
  • Current popular topics
  • Emerging topics
  • Agents with longest resolve time
  • New cases versus average resolve time
  • New escalations versus resolved escalations
  • Resolution time drivers
  • Agents with longest average resolve time
  • Top CSAT impactors
  • Top resolve time impactors

# 3 – Gather Comprehensive Visibility

Be it a bird’s eye view of system performance or a drill-down view into drivers of customer satisfaction, Dynamics 365 Customer Service Insights has got businesses covered with everything that is needed for informed decision making backed by data. In addition to KPIs for customer satisfaction and case resolution, there exist insights and dashboards for support channels, which throw light on your business’ performance on various case channels such as emails, phone, web, or social media. Charts designed for this purpose include:

  • Case channel
  • Case timing
  • Average CSAT

Within this AI-powered tool lies immense capabilities that equip customer service managers with the power to make informed customer decisions, boost resolution rates, bring down wait times, and reduce customer service costs. The result – improved customer satisfaction and better workforce productivity.

How Retailers Can Drive Productivity with Microsoft Power Platform

How Retailers Can Drive Productivity with Microsoft Power Platform

Ajith George

The modern retailer is challenged with sustaining business growth and accelerating new product innovation without losing one’s eye on the customer. Here are the challenges faced by retailers:

  • How to transform a potential customer into a loyal customer.
  • Move from disparate, siloed reporting to a single source of truth.
  • Create a foundation for advanced operational analytics.
  • Improve customer experience and innovate by leveraging data.

The risk of losing customers to competitors is a common fear of the retailer. It can only be overcome when retailers adapt a strategy that allows them to create a meaningful and useful experience for the customer. What is needed is an architecture that helps in identifying the customer’s changing tastes and how to make better decisions with changing behaviours. The way forward is in adopting flexible and adaptive systems. AI Builder, Power Apps portals, Power BI, Microsoft flow – helps to create automated workflows between your favourite apps and services to get notifications, synchronize files, collect data, and more.

 

What are AI Builder and Power Apps and How They are Beneficial for Different Industries

In order to leverage AI and machine learning to make apps and automation more intelligent, AI builder provides solutions for app makers to solve everyday tasks like – forms processing, object detection, and text and binary classification.

Where Power Apps enable the employees to create apps for business, AI builder enables in adding AI capabilities to those apps. Banking, hospitality, manufacturing and many more industries are potential users for AI builders. In the retail industry, forms processing can be used for invoices or tax forms to extract information from these documents. Object detection – In the retail industry, it can be used to simplify inventory management, allowing retail leaders to focus on on-site customer relationship building. For instance, a retailer can improve customer service by using AI to analyze customer feedback responses, map them into categories, and generate an AI model to classify and respond to customer feedback as it is received.

The manufacturer, distributor, marketer of the full line of Pepsi-Cola products giant G&J Pepsi has more than 1600 employees. The G&J Pepsi IT team uses AI Builder and Power Apps to create the next generation of their Store Audit App, enabling better mobility and efficiency for field personnel whose job is to assess product needs on the shelves in stores.

“With AI Builder, we were able to easily build an AI model to help automatically identify and track our products using the object detection model. For our field worker, it’s now as simple as taking a photo and letting AI builder do the rest.” – Eric McKinney, Enterprise Business Systems Manager at G&J Pepsi.

AI Builder makes it easier for users and organizations to optimize processes and intelligence without having advanced knowledge of how AI works. The no-code AI builder capability is also coming to Microsoft Flow. Flow provides a visual experience for a range of users.

 

How Microsoft Flow Extracts Meaningful Data from Images and Text

Today, many processes involve paper forms such as a rental or job application. Historically, the first step in processing these forms would be to have someone look at the paper and manually type in each of the fields on their PC.

Now with AI Builder and Microsoft Flow, flows can automatically pick up scanned documents from an incoming email or a file server and recognize all the content. Based on the values in the form, different steps can run—from sending out simple notifications to performing a credit check.

For instance, the field teams at G&J Pepsi have always embraced technology on behalf of their customers. When the IT department was tasked with delivering more on-the-go services for the company, they embraced the opportunities and challenges. By using Microsoft Power Apps, Power BI, and Microsoft Flow, the seven-person team created custom applications to automate the company’s store audit and merchandising process. They were able to build, deploy, and manage this scalable end-to-end solution without previous app development experience.

Power BI dashboards visualize the data for quick overviews and deep dives into the numbers, and Microsoft Flow—another cloud-based service—triggers alerts to the relevant teams.

Microsoft Flow for Retail
Image source: Microsoft

Microsoft Flow enables users to automatically process and route analog forms. The retailer doesn’t have to remember everything. The AI builder learns and improves itself. For example, it can predict the risk of an application and, depending on how high that risk is, add additional approval actions to a business process. All of this is possible for Flow makers without having any expertise or experience with AI.

 

What is Blockchain and How it is Used in Power Apps and Microsoft Flow

Blockchain can bring trust and transparency to business processes that span multiple business partners.

Applications built on blockchain using Power Apps and Microsoft?Flow?can easily create attestable workflows that bring together data from every point in the business process across the value chain. For mobile clients, Power Apps can effortlessly capture all of the information from the phone’s sensors (barcodes, photos, GPS coordinates, etc.) and send it to a smart contract on a blockchain.

Some industry examples that leverage the power of blockchain and the Power Platform include:

  • Multi-party supply chain: manage shrinkage risk between point-of-manufacturing and point-of-sales by building applications and workflows that provide irrefutable proof of delivery of shipments.
  • Food safety: retailers can get real-time insights when goods that can be impacted by temperature and humidity are in transit. Blockchain can provide real-time insight with trustworthy data that can help avoid costly public health issues, streamline return processes, and dispute resolution.
  • Attest genuine media: Build applications that can attest and/or validate that media is genuine with Power Apps and Flow.

What is Power BI and How it Helps Retailers

Power BI has been a pioneer in applying AI to business intelligence and making AI accessible to everyone. New AI capabilities enable retailers to detect objects in images, analyze free-form text, build new machine learning models, and automatically understand what drives outcomes, all with point-and-click simplicity.

Kinepolis is a cinema group operating 53 complexes throughout Belgium, The Netherlands, France, Spain, Luxembourg, Switzerland, and Poland, as well as 44 cinemas in Canada. The company uses Power BI AI capabilities to understand how they can improve their visitor experience by analyzing the sentiment of customer reviews and tweets.

“Kinepolis serves visitors in and from many countries, who vocalize their opinion through various channels. With text analytics in Power BI, we are able to structure and analyze all this feedback. It allows us to score the sentiment of our visitor reviews without investing in the data science behind it.” – Carlo Wambeke, technical lead BI at Kinepolis.

A retailer can make better and informed decisions, improve operations with Microsoft Flow – with built-in AI builder, Power Apps portals and Power BI – without having any expertise or experience with AI.

Sysfore, A Microsoft Cloud solution provider and a Gold Partner, uses a leading network, technology, and service expertise to deliver our service anytime, virtually anywhere, quickly and efficiently. We have helped over 80 small enterprises and 30 mid-sized enterprises across the globe for successful cloud migration in the past 8 years. Contact our experts today and we will help you find the perfect solution for your business. Write to us at info@sysfore.com or give us a call at +91 (80) 4110 5555

 

Top 5 Trends Revolutionizing Customer Service in the Manufacturing Industry

Top 5 Trends Revolutionizing Customer Service in the Manufacturing Industry

Ajith George

The digital revolution in manufacturing has given rise to Industry 4.0. The advances in automation, robotics, big data analytics, human-machine interaction, Artificial Intelligence (AI) and Industrial Internet of Things (IIOT) has made current industries smarter. The modern manufacturing plant is now able to capture and harness large volumes of data generated from various operations. Big data analytics and AI, especially, has helped unlock enormous value from the data captured which has changed the nature in which the industries work.

Industry 4.0 has also created a connected ecosystem between manufacturers and customers. Customers and business buyers are now more empowered than ever before and can exercise informed choice in choosing manufacturers.

Customer experience in the manufacturing industry

Source: The state of service in manufacturing

 

Need for Customer Centricity in the Manufacturing Industry

The connected ecosystem has created a global marketplace where manufacturers cannot solely rely on price or quality of their products as the primary differentiators. Customers now demand more from manufacturers than just on-time production and delivery. A recent research by Salesforce states that over half (52%) of manufacturing executives with service oversight say their company has an increasingly difficult time competing based on product differentiation. Among that same group, 86% believe customer experience is a key competitive differentiator. Customer centricity in the manufacturing industry is no longer a value-add but a necessity. Adopting a customer-centric approach and delivering personalized services is helping manufacturing companies to win customer loyalty and grow their businesses.

Here are the top 5 trends revolutionizing customer service in the manufacturing industry:

  1. Increased investment in customer service
    Apart from investing in R&D to optimize operations and improve product quality, manufacturers are now investing more in improving customer service. Over two-thirds (68%) of manufacturing service teams have increased budgets over the past two years and 69% forecast budget increases over the next two years.
  2. Building deep customer relationships
    Customer service teams are focused on building deep relationships with their customers. Service teams have built comprehensive customer views to help them understand a customer’s full history with the company. This has helped the service teams to provide personalized support and a consistent experience across all channels to their customers.
  3. Proactive servicing and predictive maintenance
    The Industrial Internet of Things is enabling manufacturers to provide predictive maintenance services to their customers. With the help of connected sensors and devices, manufacturers are able to anticipate and offer proactive customer service before a need arises.
  4. Omnichannel services to meet the needs of connected customers
    Manufacturing service teams have moved beyond call centres and routine visits by field service teams to providing streamlined consistent experiences across multiple channels. Customers now have access to self-service portals like knowledge bases, online forums and on-demand support through channels such as live chat support (voice & video), mobile apps, support through social media channels and dedicated customer portals.
  5. Artificial Intelligence for customer service
    Forward-thinking manufacturers are already researching on how they can use AI to improve customer service. One such research is on the use of Artificial Intelligence and Machine Learning to run self-diagnosis to offer predictive maintenance. 73% of business buyers expect that, by 2020, companies will provide products that can self-diagnose issues and automatically order replacement parts or service.

Connected customers have high expectations from manufacturers. The digital revolution has now enabled dissatisfied customers to easily take their business elsewhere. Customer service teams, which earlier used to be cost centers are proving to be the key differentiator for manufacturing companies. The top manufacturers of the world have already increased their investment on customer service teams, modernizing services and streamlining communication to provide a consistent experience across channels, it is now up to the others to join the bandwagon to stay afloat in this competitive market.

Smartify 365 – a comprehensive customer engagement solution designed for the distribution and manufacturing industry

Smartify 365 delivers operational excellence alongside intelligent sales and customer experience to businesses in the manufacturing and distribution industry to quickly manage multiple vital operations effectively from the central application. Built on top of the robust Microsoft Dynamics 365 customer engagement platform, Smartify 365 supports businesses to harness cross-sell opportunities and unearth other streams of revenue. By clearly defining various users and roles, it is designed to seamlessly enable collaboration between different departments in an organization and achieve higher productivity.

Some of the key modules and features of Smartify 365 are as below:

  1. Sales engagement
  2. Warranty management
  3. Service management
  4. Work Order Management
  5. Country-specific accounting localization

Read more about Smartify 365 here

 

Get your business smartified now

Contact our experts today to learn how you can implement Smartify 365 in your organization and find the perfect solution for your business. Write to us at info@sysfore.com or give us a call at +91 (80) 4110 5555 for a free consultation.