Microsoft Dynamics 365 Customer Insights

Transforming data into actionable insights

How

Businesses that win are businesses that know their customers best

Financial Services institutions engage with customers using multiple applications, e.g. online platforms for transactions and other services, 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 Financial Services businesses to understand their customers’ preferences and interests by unifying transactional, observational and behavioural data.

Dynamics Customer Insights enables Financial Services businesses 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

Unleash the power of your data!

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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 view 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 a 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 your 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!

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From reactive to proactive

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. 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 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.