The new kid on the block has arrived. Microsoft announced, yesterday, the release of the newest version of its Customer Relationship Management (CRM) product, called Microsoft Dynamics CRM 2016. This release is said to be Microsoft’s most comprehensive offering yet, supporting a new era of customer engagement.
The common theme with this new release is greater intelligence. The system seeks to provide an intelligent, adaptive solution for sales, marketing and customer-service teams. For sales teams, the system offers an intelligent selling solution with cross-sell recommendations on how to best grow funnel potential with the assistance of the Cortana Analytics Suite. For marketing teams, this version has intelligence in social engagement by listening to what customers are saying about the business. Finally, for customer-service teams, machine learning will alert agents of article recommendations to empower them with the best answers to their customer cases, allowing them to resolve problems quicker.
In addition to the greater intelligence opportunities, developments have been made with mobility, productivity and unified service. Microsoft Dynamics CRM 2016 is fully accessible on mobile devices so users can access important sales activities, opportunities, accounts and contacts on the go. Sales can occur anywhere, at any time, and now your database will be ready when you are.
It’s also completely intertwined with Office 365 with an enhanced Microsoft Outlook integration, an immersive Microsoft Excel experience and a seamless connection to Microsoft Word. Users will increase their productivity potential with access to SharePoint, Office 365 Groups and One Drive for Business.
Finally, as we mentioned in a previous blog post, this new release has a comprehensive customer service solution for self- and agent-assisted services. Following the integration with Parature’s knowledgebase in spring 2015, this release provides interactive resources to best meet the customers’ needs in resolving their issues.
The new answer to intelligence in customer engagement has arrived with much fanfare. By continuing to position Microsoft as a leader in CRM technology, this new release brings greater value to its users.
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TopLine Strategies delivers the complete integration and development of sales, marketing and customer service technologies that enable corporate clientele to improve revenue streams and strengthen customer interactions. Our project management and consulting is designed to achieve timely delivery, 100 percent user adoption of the technologies we implement and deliver measurable returns on investments for our clients.