Top 10 Things to consider while Implementing Dynamics 365 Customer Engagement (CRM)

Businesses are in competition to deliver better customer service and improving customer satisfaction levels in all industries. Regardless of the industry, customer is the epicenter of business and better customer experience results in stronger customer engagement with the business.

The 360-degree view on business and the new customization features of Microsoft Dynamics 365 Customer Engagement (CRM) make it the suitable CRM solution for your customer’s business operations and help them become more productive.

Dynamics 365 Customer Engagement (CRM) is one of the best CRM application suite available in the market today and a successful implementation of Dynamics 365 help businesses to streamline and automate their complicated business processes.

Having said that a successful implementation needs careful planning and design, and it would takes time to realize the Return on Investment(ROI) of implementation.

Top 10 things to consider while implementing Dynamics 365 Customer Engagement ( CRM)

Businesses are in competition to deliver better customer service and improving customer satisfaction levels in all industries. Regardless of the industry, customer is the epicenter of business and better customer experience results in stronger customer engagement with the business.

The 360 degree view on business and the new customization features of Microsoft Dynamics 365 Customer Engagement (CRM) make it the suitable CRM solution for your customer’s business operations and help them become more productive.

Dynamics 365 Customer Engagement (CRM) is one of the best CRM application suite available in the market today and a successful implementation of Dynamics 365 help businesses to streamline and automate their complicated business processes.

Having said that a successful implementation needs careful planning and design, and it would takes time to realize the Return on Investment(ROI) of implementation.

What is Dynamics 365 Customer Engagement (CRM)

Dynamics 365 is a cloud-based enterprise application suite from Microsoft corporation which combines CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) features together. It is the upgraded version of Dynamics CRM, but it more than just CRM.

Using Dynamics 365 Customer Engagement you can perform sales, customer service, marketing, field service and project service automation operations along with ERP functionality such as procurement, accounting, retail, finance, operations etc.

Dynamics 365 is an integrated application suite that an organization can use to manage, store, collect and interpret data from business activities like sales, supplier relationship management (SRM), production, distribution, accounting, human resources, asset management-commerce, CRM, Business Intelligence etc.

The advantage of using Dynamics 365 lies in the business apps included in the package which you can purchase individually or as a pack. Previously we had three modules in the CRM namely sales, marketing and customer service and now it is re-grouped into Dynamics 365 for Sales and Dynamics 365 for Customer Service and marketing is part of Dynamics 365 for Sales.

Top 10 things to consider while implementing Dynamics 365 Customer Engagement ( CRM)

The 10 important things to consider while implementing Dynamics 365 are:

1. Support from senior management and IT team: Before you are going to implement Dynamics 365 in your organization make sure that you are getting enough support from your IT team as well as from the top management. Your senior management can also play a key role to make the implementation successful with necessary support and policy changes.

2. Gather correct Requirement: A successful implementation of Dynamics 365 also depends upon gathering the right requirement from the business users/client. In process, we often we miss out important details about the application, configuration, security settings, user requirement etc which will later result in major changes in the plan and in failed implementation.

As a CRM/ERM implementation provider, you have to set up a support system in your organization for implementing Dynamics 365 solution till the implementation is over. Appoint the best team available to perform the requirement gathering and later the analysis for the successful implementation.

3. Analyse and document existing processes: Rather than starting from scratch try to analyse the existing process(s) in the organization and take them into consideration. The users of the proposed system might be quite attached to the existing system and we have to take that into consideration while planning for the implementation. This is one of the most important steps in implementing Dynamics 365 and move the business forward.

4. Conduct gap analysis: Perform a thorough gap analysis to identify any gaps exist in the present system and the client expectation of new Dynamics 365 implementation. Your expert team should spend considerable amount of time analysing the gaps and document them well as part of the requirement analysis document. The more detailed the report better the results.

5. Draft a configuration plan: Having a detailed configuration plan helps you plan and configure any custom entities (record types), fields, workflows, dashboards, reports, and code that need to be created in order to deploy Dynamics 365 system that precisely satisfies your clients’ unique business needs.

6. Customized features: Businesses need Dynamics 365 Customer Engagement to be customized as per their requirement. This makes them comfortable with the new application and features. Dynamics 365 is an extremely flexible platform which can be customized and the customization plan need to be according to business users’/ customer’s’ exact requirement to make the implementation successful.

When there are roadblocks implementation team need to inform the business users upfront and present them alternatives that will help to win their confidence in the application suite.

7. Data collect plan and migration: Data is the most important thing before the business processes and the application itself. Collecting and migrating customer data is often challenging and the expensive part of the deployment.

The cost of data migration influences so many factors including size, complexity, and format of your existing backend database. The successful migration of data from the existing system(s) is quite important for the successful implementation of Dynamics 365.

8. User and acceptance testing: After the completion of configuration and customization of Dynamics 365 Customer Engagement users should be allowed to test the application multiple times. Sitting with the real users of the system is a curitial step in the deployment process to test the system before it enters into production.

9. User Training: Once the implementation is completed, the users of Dynamics 365 need to be trained on the new features and the system itself. To some the application would be a quite new and would find it difficult for them to start using the application from day one. User training will make them understand how the new CRM system works and how to use it for their day to day activities.

10. Evaluating: This is the final step in a successful Dynamics 365 Customer Engagement (CRM) deployment. Evaluating the implemented system’s effectiveness is an ongoing process and that should continue as long as the business uses the system and make sure Dynamics 365 CRM is working properly and as expected.

About Magnifez Technologies

Magnifez Technologies is a certified Microsoft partner specialized in Dynamics 365 CRM and ERP implementation, consulting and support service and have a collective 10 years of proven experience in the domain. Magnifez value customers and their professional needs. We offer a reasonable market price for the suites and our energetic technical team available to provide services at any time. A major focus is on consulting, implementation and services on Microsoft Dynamics 365, stack and other enterprise solutions such as Salesforce CRM, ZOHO, Suite CRM



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