Microsoft Dynamics 365 Customer Insights
Transforming data into actionable insights
Businesses that win are Businesses that know their customers best.
Businesses in the Professional Services sector engage with customers using multiple applications, e.g. web and mobile apps for product and service offerings, social media for sentiment tracking, email for communication as well as pre-sales and customer service tools.
The data acquired from these multiple applications can be scattered and disparate. Dynamics Customer Insights enables data unification, allowing businesses to have a single view of the customer. The application helps Professional Services businesses to understand their customer’s preferences and interests by unifying transactional, observational and behavioural data.
Businesses are empowered to meet customer needs in a more personalised and impactful manner across multiple channels – sales, marketing, accounts, customer service – yielding great results because of the insights derived.
Dynamics Customer Insights enables businesses in the Professional Services sector to:
- Access strategic sales insights, market insights and service insights with 360-degree customer profiles and end-to-end views of the customer journey
- Unlock insight into customer revenue: Get key insights into regional sales, year over year reports and sales breakdowns
- Eliminate data silos
- View suggested next steps: access useful guidance on cross-sell, up-sell and communication strategies
- Resolve customer identities with Artificial Intelligence/ Machine Learning – driven recommendations
- Enrich customer profiles with audience intelligence contained in Microsoft Graph
- Automate customer-centric experiences and processes based on customisable profiles, business measures and segments
- Understand communication channel propensity and unlock interaction timelines: know which channels to use to best communicate with customers, at various times of the day
Why Customer Insights?
Actionable Insights
Predict Customer & Business Outcomes
Unify Siloed Customer Data
Direct Business Process Automation
The data challenge most businesses experience
Capturing, consolidating, cleansing and analysing customer data continues to present a significant challenge
for many businesses.
Fix this by narrowing the gap between data and action.
The journey toward the single customer involves four simple steps:
1. Unify
2. Transform
3. Discover
4. Optimise
Unify
Understand your current position on the data maturity journey. Bring historical data together as the basis for single view. Consolidate disparate data sources to create a rich analytical environment that generates useful, actionable insights.
Transform
Transform unified data into insights through embedded AI and ML capabilities. Construct tailored customer profiles based on consolidated data environment, segment customer pools based on static and dynamic attributes.
Discover
Utilise customer, data and business measures to draw insights from data. Formulate hypotheses based on data strategy and evaluate theories through the development, testing, and training of machine learning algorithms.
Optimise
Push insights into the places where they can be utilised by business users, business analysts, and administrators. Connect to Microsoft Flow for automation, PowerApps for customised business applications, and Power BI for more in-depth, visual reporting.
Unleash the power of your data today!
Optimise Decision Making With Actionable Insights
Get a single view of every client within a unified interface.
Combine and leverage all your data – spanning policies, premiums, opportunities, open claims, relationships and their assets – with a single view. Create a seamless customer experience, while empowering your sales team. Supply client information to those in your team who need it – improving office productivity and ensuring consistent client management.
Predict Customer and Business Outcomes
Give your clients a consistent and seamless customer experience across various platforms with our solution. A unified front end allows you to switch seamlessly between channels and devices, while still ensuring the same experience for your clients. You’ll be able to bring together SMS, email, social, chatbots and more for a consistent and powerful experience.
Connect and View Multiple Sources of Data
Use data-driven customer insights that will proactively recommend the right product to the right client at the right time. Offer extra products or services that match the client’s profile for a highly personalised interaction. Real-time dashboards and reporting bring all your information together in a meaningful view for actionable advice.
Unleash the power of your data today!