Microsoft Dynamics CRM 2016 offers a unified customer solution

October 2, 2015 TM Group

Microsoft Dynamics CRM 2016 offers a unified customer solution

Microsoft has further enhanced its tools with better mobile capabilities and cloud performance.

Microsoft designed the new features for Microsoft Dynamics CRM 2016 to focus on productivity. The company’s news center recently reported the product eliminates obstacles that commonly get in the way of customer-facing activities and unifies all consumer data into a single system for any sized company.

Bob Stutz, Microsoft’s corporate vice president, described how Dynamics CRM 2016 facilities productivity by simplifying core business processes with a central solution.

“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.” Stutz told the Microsoft News Center.

Productivity through unification.
Microsoft wishes to create a system that employees can use without ever having to switch programs. Microsoft Dynamics CRM 2016 integrates Outlook, Microsoft Office 360, Excel, OneDrive for Business and mobile tools.

Company workers can use document templates to create sales orders and send them through specialized customer email channels. Multiple users can share and update emails utilizing SharePoint and Office 365-I groups. New Excel templates can manage sales forecasts using data from OneDrive. Employees may access the enhancements from their preferred mobile device, and personal and business information syncs to create a complete customer profile.

Microsoft believes streamlined performance is key to optimum business productivity. The company’s news center shared findings published by the Journal of Experimental Psychology that discovered switching programs is detrimental to worker performance. The research concluded employees suffer a 40 percent drop in productivity every time they have to change over to a different application to perform a task.

CIO said the new software provides businesses with a system that unites customer-centric programs. An employee can create a document using customer data, send it to the appropriate parties, edit changes and convert it to a different program by toggling through features, rather than closing and opening different tools.

Customers want consistent service
A unified solution benefits a business office and it also creates satisfied customers. The people who deal with a company want a consistent experience every time they make contact. Microsoft Dynamics CRM 2016 ensures consumers receive the same quality of care no matter who they interact with.

Modern consumers may message a business through multiple channels. A recent Aberdeen Group customer survey found consistent service is essential for businesses operating in an omnichannel world. The survey concluded 43 percent of consumers were frustrated by the fact they could not receive consistent care across multiple business channels. Almost 90 percent of respondents said their greatest irritation was the need to repeat themselves and 61 percent were unable to easily switch between communication channels.

Microsoft Dynamics CRM 2016 displays all relevant customer data in a single program. Anytime a client calls, texts, emails or contacts a company through social media, the employee who intercepts the communication has access to a complete data history and has the tools necessary to provide care on the preferred channel. It allows customer service to remain productive, rather than retracing steps with every new contact.

Productivity and sales
This is not the first time Microsoft has introduced a CRM solution focused on business productivity enhancements. In 2014, the company promoted its sales productivity features with offers on Sales Productivity, Connect with Cloud and Connected Cloud promotions.

MarketWatch detailed how the 2014 Microsoft sales productivity software helped a tax advisory firm improve relationships with clients and streamline communication between its employees. Grant Thornton International Ltd. has over 500 partners and 6,000 employees. The business implemented a Microsoft Dynamics CRM system so all its stakeholders could share information. After adopting the unified solution, the company saw a 700 percent increase in contacts and a 450 percent increase in opportunities. Employees can find more prospects and nurture a greater number of leads. This has facilitated more sales at higher revenues.

The features that increased the firm’s sales productivity are available in Microsoft Dynamics 2016. Microsoft has further enhanced the tools with better mobile capabilities and cloud performance. The new product is projected for availability at the end of 2015. Businesses should contact their CRM consultant to see how the software can unify, simplify and improve their customer information processes.

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