Top takeaways from April ’19 release notes for Dynamics 365 for sales and customer service

On Jan 21st, 2019, Microsoft published a detailed documented release on Dynamics 365 with updates and new features that you can expect starting this April. In this article, we have highlighted the key features that will be useful for partners and customers.

Overview of Dynamics 365 for sales

In the new release, Dynamics 365 for sales is the recipient of a lot of new features to help salespeople be more informed and more efficient. The successful partnership between Microsoft and LinkedIn has enabled sales reps to build deeper customer connections at greater scale.

Teams collaboration and sales forecasting are other features introduced in this release to improve seller productivity. Also, sales professionals now receive recommended content in addition to activities and notes through the sales playbook when working on an opportunity, helping to ensure they are using the right content for the right context.

Here are the details of the new features added in detail:

  1. Microsoft Relationship Sales brings together capabilities from Dynamics 365 for Sales and LinkedIn Sales Navigator. It gives sales reps easy access to up-to-date customer insights from LinkedIn.

Following are the new features incorporated in the release:

  • View LinkedIn profiles from Dynamics 365 without any configuration or additional subscription.
  • Get real-time alerts when a prospect/contacts in the pipeline change their job
 dynamics 365 April release 19
View of a customer profile from LinkedIn. Source: Microsoft

            

  1. Enrich your customer data using multiple third-party data-providers – Sales organizations can now select multiple third-party data providers in addition to InsideView and Versium to augment customer data.
  1. Enable effective collaboration with the integration of Microsoft Teams with Dynamics 365 – As per an article by Mckinsey – For a sales rep to close a deal, he needs to collaborate with 16 colleagues on an average. The D365 apps for Microsoft Teams enable sales rep to collaborate more effectively. The features below can help the sales team to be more productive and get the deal done more effectively.
  • Seamless document collaboration between Dynamics 365 and Microsoft Teams.
  • Access Dynamics 365 records on the go with Dynamics 365 bot for Microsoft Teams mobile app.
  • Add Dynamics 365 tab into teams channel to access all the Dynamics records
  1. Enable content recommendations via playbook – With April ‘19 release, sales professionals will be able to receive content recommendation via playbook, giving the seller additional details on what content to refer to while working on any activity.
  1. Seamless configure-price-quote integrated experience – Enable faster turn-around time to consistently and accurately configure price and quote by leveraging Dynamics 365 for Sales integration with partner configure-price-quote (CPQ) solutions.
  1. Sales forecasting for effective sales management – With the amount of data around customers and prospects on Microsoft Dynamics 365, sales forecasting can help the sales team in categorizing each opportunity and further leverage the information to create or update forecasts manually within the application. They will be able to view, adjust, and submit rollup forecasting values for individuals and their teams.
 dynamics 365 April release 19
View of sales forecasting for effective sales performance management (Source: Microsoft)

P.S: These notes have not been released yet, it will be available from April 2019.

 

Overview of Dynamics 365 for customer service

Dynamics 365 for customer service continues to surprise by providing exceptional customer service tools for business to differentiate themselves from the competition. Customers today are particular about ease and speed of doing business with you and they want it over the channel of engagement they prefer, at any time and on any device. To make this possible an intelligent omnichannel customer experience, and empowered agent experience is introduced in the April ‘19 release.

  1. Extending Omnichannel experience  Dynamics 365 for customer service will now provide a true omnichannel experience, which will preserve context and provide a continuous experience as customers seamlessly switch across self-service, peer-to-peer service, and assisted-service channels.

Some of the newly added features to support channel flexibility to the customers are:

  • Live chat for customers to seek real-time support.
    • Chat experience has emerged as one of the primary channels for customers to interact with support agents because of the simplicity and ease of use.
    • Customers can connect via the live chat channel because it allows service agents to be more productive by simultaneously engaging with multiple customers.
  • SMS support for customers to receive automatic notifications and engage with support agents at their own pace. A two-way conversational messaging using Telesign will help organizations increase their customer satisfaction, improve agent productivity and reduce support cost.
    • A seamless setup experience inside the application which allows interaction between customers and agents.
  1. Agent Experience  Dynamics 365 for customer service will now provide an agent experience which can resolve issues faster with the productivity tools. The new empowered agent can provide an application experience that is contextual to the engagement and unified across channels and LOB applications.

In the October ‘18 release, the omnichannel engagement hub was available in preview,  a customizable, high-productivity app built on Unified Service Desk (USD) for agents working on multiple channels. In this release, the feature will be generally available. Also, there is a browser-based multi-session, multi-app agent experience built on a unified interface.

  1. Knowledge Management – Key enhancements have been made to the knowledge base authoring and analytics experience.
  • KB templates can now be created for common scenarios such as FAQs, how-to articles and so on. Also, KB authors can quickly create standardized knowledge articles by using these templates.
  • Knowledge management (KM) analytics can identify usage and respond to gaps in the knowledge base.

P.S: These notes have not been released yet, the updates will be available in the coming months. For more details on the release date, check this link

Let Sysfore be your guide

It is an exciting time to use the new and improved Dynamics 365, We, Sysfore, know that business is first and foremost about meeting their customer’s needs. Today’s digital tsunami of automated marketing, spam, telemarketers, and poorly targeted advertising has left customers disinterested and confused. In order to really engage with your customers, authenticity is key.

To attract customers into the buyer’s journey, you must create a customer-focused culture and service-oriented sales process. That’s where products like Microsoft Dynamics 365 is revolutionizing the customer engagement and business processes experience.

 

We have served clients across various industries and we have in-built add-ons to bring value to your teams. Whether your organization is ready to get started with Dynamics 365 or have questions on where to start, Sysfore is here to support you.

Know More about:

Dynamics 365 for Sales

Brisc 365 – The winning combination of D365 for sales and LinkedIn Sales Navigator

Dynamics 365 for Customer service

Contact one of our experts today and to learn how you can implement Dynamics 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.

 

Use Cloud Computing to Transform your Startup into Tomorrow’s Mid-Market Powerhouse

Startups are launched around the world every minute and have goals of making it to the mid-market by daybreak. In an extremely competitive marketplace, to reach the mid-market, a great value proposition alone wouldn’t be enough. These startups also need to control business expenses by improving their operational efficiencies.

High growth businesses around the world are already utilizing cloud-based infrastructure to extract operational efficiencies and cost savings. Startups are no exceptions, and leading startups in India are keenly aware of this reality, with examples of organizations such as Ola & Flipkart, who have been taking advantage of new age cloud platform like Azure for quite a while now.

Recently at the largest technology conference of the country, we had the opportunity to meet a lot of new and promising startups, innovations from deep learning AI bots to spectral satellite connected data analytics engine to estimate crop performance were present. VCs were very welcoming to these ideas although they were hesitant to give them investments because of their IT operations. Scalability of the enterprise operation has caused them an arm and a leg. For a new business to compete in the market, it has become inevitable for them to migrate to the cloud.

James Steven, Vice President, and Principal Analyst at Forrester Research were quoted in an article by searchcloudcomputing, as saying: “First and foremost, startups that offer software or online services have to prove their business model works in the cloud before they are likely to get any venture capital funding these days”.

Migration to the cloud makes it easier for startups to set up operations with exceptional IT capabilities and greater agility than traditional IT models. With its inherent cost benefits and limitless IT possibilities, cloud arms startups with optimal operational potential to compete in the marketplaces.

Cloud computing allows you to accelerate your innovation. Build simple to complex projects with an easy-to-use and consistent portal experience that offers the cloud services you need most.

startups cloud computing


For startups, there are various other benefits as well:


Immense scalability- This is one of the most valuable and predominant features of cloud computing for startups. Through scalability, you can scale up your data storage capacity or scale it down to meet the demands of your growing business. This feature enables you to accommodate larger workloads without disruption or complete transformation of existing infrastructure.

Minimal Investment – When it comes to cost benefits, Azure and AWS provide reserved instance on their servers which enables them to access cloud services at a rate as low as data center providers.Know more about reserved instances on cloud. Apart from cost-cutting, there are more solution, cost-effectiveness, and savings which can be achieved with cloud computing technology.

Undivided Attention- -For any company whether startup or MNC it is important to focus on core job. If you have a great idea and want to cap it, then worrying about underlying infrastructure or platform should be your last priority. Cloud computing takes care of the underlying framework and lets you work seamlessly and at scale.

 

In the present day, there are umpteen cloud service partners and technologies for every architecture that you might imagine. If you still haven’t haven’t chosen a cloud service partner – this article is for you.  A cloud service partner can help you in managing your cloud infrastructure, refactoring and re-architecting your application, providing database solutions, managing and configuring the networks, security and much more. Cloud services are becoming increasingly desirable for companies because they offer advantages in terms of cost, scalability, and accessibility.

Sysfore, a Microsoft Gold Cloud Partner and certified AWS partner offer highly tailored managed services to supplement your internal IT support resources and skills to meet the demanding SLAs required by your business. Based on the different levels of abstractions in the services and your requirements, we can identify what suits your business the most. 

Startups need to be scalable, flexible and agile to grow rapidly with limited investment in capital, labor or land. Following are a few different cloud models startups can choose from.

 

IaaS

Infrastructure as a Service(IaaS) is a low-level solution, similar to a Linux Ubuntu server with nothing installed on it. IaaS provides a virtual computing infrastructure that startups can use to access their infrastructure remotely via an internet connection.

IaaS is an ideal choice for startups that want to:

  • Back up virtual machines or server databases & logs to the cloud.
  • Extend On-Premise networks to the cloud and back-up data.
  • Host business-critical applications with little to no downtime.

Benefits of IaaS:

  • Eliminates all purchasing costs, fees, and maintenance charges associated with hardware.
  • Offered as a pay-as-you-go service, saving businesses a ton of money.
  • Can be scaled up and down quickly in response to an enterprise’s requirements.
  • Provides a consolidated disaster recovery infrastructure, reducing costs and increasing manageability.
Sysfore’s solutions for one of the early stage technology startups has led to a 72% increase in productivity and a 150% reduction in time required earlier.

PaaS

Platform as a Service(PaaS) PaaS refers to cloud platforms that provide runtime environments for developing, testing, and managing applications. Software developers can deploy applications – ranging from simple to sophisticated – without needing to configure or operate typical IT development & execution infrastructure such as — servers, databases, operating systems, development tools. Therefore, PaaS is the most suitable choice for software development companies.

Paas is an ideal choice for startups that want to:

  • Reduce the time taken for the development of applications.
  • Run multiple programming languages.
  • Enable collaboration of remote and distributed teams.

Benefits of PaaS:

  • Simplifies the process of application deployment, management, and scaling, allowing for increased developer productivity
  • Improved infrastructure utilization, that removes unnecessary human configuration tasks by providing self-service interfaces.
  • Eliminates the need for time-consuming configuration tasks, by accessing a user-friendly “plug-and-play” interface
At Sysfore, we have helped our clients reduce the turnaround time of information gathering from 6 hours to 30 minutes, which in-turn accelerated decision-making across the organization and reinvent swiftly in case of changing market conditions.  

Adopting cloud computing can be an effective tool for startup companies to manage costs. With no upfront costs and scalable as per the needs of the start-up, migrating to the cloud seems like a promising option to help enhance a  startup’s growth. But understanding what your business needs is also important. Book a free expert consultation to include cloud in your IT planning.

Get a 1:1 consultation with our consultant Now

Sysfore is a Gold Microsoft Azure and AWS partner with 8+ years of cloud consulting and managed service expertise. We have the privilege of executing the largest data center migration projects in India and have engaged with over 100+ customers on their cloud journey.

Achieve 17X return on your investments with Dynamics 365


Nucleus has published a new research report on the ROI from Dynamics 365 deployments, and the findings are groundbreaking. Nucleus found that for every dollar spent, companies realized an average of $16.97 in returns. According to the report summary, “this is significantly higher than the average for both enterprise resource planning (ERP) and customer relationship management (CRM), which deliver, on average, $7.23 and $8.71 respectively”. Nucleus found that companies taking advantage of Microsoft’s investments in cloud and usability, as well as integration and analytics, were able to achieve significant returns by increasing productivity and revenues and reducing costs.

Microsoft Dynamics 365 delivers $16.97 for every dollar spent

The report also dives into the value drivers for the cases which resulted in the impressive returns, finding that common elements to the financial success of deployments include:

  • Integration of Microsoft solutions with existing or new data sources and applications which has led to finishing the projects on-time and under-budget.
  • Real-time data and embedded analytics functionality which has maximized the value of the company with data-driven decision making.
  • Familiarity of the user interfaces across products which have helped customers to speed up onboarding and user adoption process.
  • The focus on improving user productivity by automating or standardizing repeatable manual processes
  • Innovations from cloud technology which has reduced the initial hardware and ongoing information technology (IT) support spend.

The integration of business capabilities such as ERP and CRM with Office 365, Power BI, PowerApps, and Azure offer even greater value than the industry averages for CRM and ERP. As Microsoft makes further investments in integration and innovation, customers will benefit from the additional value provided by the Dynamics 365 portfolio.

 

Let Sysfore be your Guide

Whether your organization is ready to get started with Dynamics 365 or have questions on where to start, Sysfore is here to support you.

Know More about:

Dynamics 365 for Sales

Brisc 365 – The winning combination of D365 for sales and LinkedIn Sales Navigator

Dynamics 365 for Customer service

We, Sysfore Technologies are building Dynamics 365 to meet you where you are, at every step of your journey. Contact one of our experts today and to learn how you can implement Dynamics 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.