Microsoft Dynamics 365 CRM Features

With Dynamics 365 CRM’s sales, customer insights and customer service features, you can build and execute marketing campaigns, manage your leads and opportunities, and answer customer inquiries efficiently.

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Keep Track of Everything

Lead and opportunity management. Keep track of prospective customers and the important information that will help your sales team as they work through the sales process.

Account and contact management. Give your account managers and customer service representatives access to all the information they need to create long-lasting relationships with your customers.

Partner management. Manage your business relationships with the partners who provide products or services for your customers.

Task and activity management. Never let another opportunity slip through the cracks with automated notifications and reminders that help your team manage and prioritize activities.

Sales order management. Easily access products and price lists, as well as sales quotes, orders, and invoices.

Build Better Relationships

Case management. Resolve issues quickly with tools that help your customer service reps organize and prioritize open cases and escalate urgent matters.

Campaign management. Prepare and send personalized messages to the right people at the right time with marketing lists, web forms, and email templates.

Support Your Team

Customizable workflows. Manage your business your way with customizable workflows that can be tailored to your unique processes.

Mobile app. Give your team the flexibility to get the job done, whether they’re in the office or on the road.

Powerful integrations. Take advantage of the Microsoft platform with integrations to tools like Outlook, Office 365, and Power BI.

Gain Valuable Insight

Sales forecasting. Set and track progress against sales goals, see the monetary value of the opportunities in your pipeline, and manage sales territories.

Customizable reports and dashboards. Put the information that’s most important to you at your fingertips with customizable reports and dashboards. Track progress and evaluate performance so you can make smart decisions for the future.

Connect with Prospects & Customers

Email marketing.Quickly create and send email campaigns with customizable templates and a drag and drop design interface.

Campaign automation.Create personalized experiences with multi-step, multi-channel marketing campaigns that are triggered by each prospect’s actions.

Surveys. Easily gather feedback and understand what’s important to your customers with online surveys.

Event management. Create and run virtual and live events with tools to manage registration, logistics, planning, and more.

Convert & Track Leads

Lead generation. Convert leads and capture contact information with customizable landing pages and web forms.

Lead scoring. Prioritize leads using multiple scoring models and automatically route them to the sales team when ready.

Activity tracking. Understand how prospects are interacting with your content with activity tracking that captures touch points throughout the buyer’s journey.

Be There for Your Customers

Self-service tools. Offer customers help anytime, anywhere, with virtual agents, a knowledge base, and community forums.

Multi-channel support.Support customers anywhere. Interact through voice, chat, SMS, Facebook, WhatsApp, WeChat, Twitter DM, and Line.

Case management. Keep track of your support services by creating cases that record the customer’s issue and all related interactions.

Remote device support. Manage your IoT products by remotely monitoring device health and deploying fixes. Set up alerts to notify you when devices need attention.

Support Your Team

Agent workspace. Give your team one place to manage their tasks and cases, access customer information, connect with other team members, and more.

Customer profile. Access all customer interactions, including conversation summaries, support history, and recent cases.

Service terms. Manage service levels and service terms with service-level agreements (SLAs and entitlements.

Service scheduling. Create and schedule service work.

Surveys. Gather customer feedback through online surveys, and compare the results with customer data for deep insight.

Customizable reports and dashboards. Manage performance and productivity with reports and dashboards that offer insight into agent performance, support topics, knowledge article analytics, and more.