Cruising Towards CRM Excellence with Microsoft Copilot

The bitter reality of the contemporary business landscape is that customer loyalty is inversely proportional to market competition. The more options customers have, the less chances of them sticking to a brand. Customers need an efficient confluence of cost, service, and quality. They naturally float to whichever business provides a better deal on these. Hence, with ever-increasing customer expectations, it is becoming incredibly hard for businesses to retain their customers.

To combat this problem and establish a stable footing in the dynamic market, businesses, apart from providing cost-effective quality, need to upgrade their customer service and customer relations in general. Customer service, as a point of direct interaction between businesses and customers, presents a stellar opportunity for businesses to deliver an unparalleled experience and enhance their customer retention.

To achieve the aforementioned goal and score even more leads, businesses are highly dependent on a digital alternative i.e., Customer Relationship Management (CRM) software. However, if a Microsoft CRM Solution is integrated with an AI-enabled assistant like Microsoft Copilot, then the deal becomes more favorable.

Unearthing Customer-centric Experiences With CRM

CRM, as an innovative customer management tool, aims to unify all the customer-centric processes which aim to support or score customers. It acts as the front-facing component of a business which deals with tasks ranging from customer interaction, customer support, customer data entry, follow ups leading to lead conversions etc. It skillfully centralizes a business’ sales, marketing, and customer support teams to streamline customer journeys.

A CRM aims to:

• Bolster customer collaboration
• Optimize sales and marketing workflows
• Centre business growth around customers
• Nurture customer relationships
• Provide customer insights
• Ensures seamless customer lifecycles.

By expediting seamless and highly personalized customer journeys through CRM, businesses can aim for growth and profitability. CRM, due to its scalable nature, expands or contracts with businesses as per the need and boosts business productivity by cutting costs. A scalable CRM solution enhances its accessibility to all businesses, despite their size.

Microsoft Copilot: Your Digital Concierge

Just like a concierge’s job revolves around making the guest’s stay memorable, CRM works on a similar functionality while simplifying things on the business end as well. With all the enhanced tools that CRM provides businesses with, an AI powered virtual assistant integrated with CRM unquestionably takes the business efficiency up a notch.

Microsoft Copilot, made to be highly integrated with CRM, manages, simplifies, and expedites customer-centric workflows for you, with the power of generative AI for you. All it requires is a prompt from sellers, marketers and service agents and it seamlessly automates tasks and frees up space to do meaningful work.

By aiming to make AI-interactions a second nature for business professionals, Copilot in Dynamics 365 works from the right-side of the screen to automate processes, generate content drafts and store CRM data. Copilot becomes a true digital concierge when it functions inside the business ecosystem, integrated into CRM, Microsoft 365 tools Power Platform. From scheduling follow up dates to generating compelling product descriptions, Copilot is the way forward for businesses.

Giving business context to the generative capabilities of ChatGPT, Microsoft has empowered business professionals to focus on curating meaningful customer journeys by taking over the menial admin tasks.

Copilot for Sales

Sales is a time-sensitive area of business. The time window for lead conversion is concise. Hence, sales professionals need to be ahead of their game with customer follow ups. But if they are immersed under the load of customer data entry then they might lose potential customers due to delayed follow ups. Copilot in the sales avenue empowers salespersons by automating time-consuming processes and enhancing their sales efficiency.

Copilot in the sales sector made such a drastic impact in expediting sales workflows and increasing customer retention rates that Microsoft in July 2023 announced the Sales Copilot, which combines the efficacy of the Copilot and Viva Sales into one innovative tool.

Sales Copilot boosts sales productivity by aiding through:

• Email Assistance
• Customized Insights
• CRM at the Sellers’ fingertips
• News Updates
• Generating Business Content from Sellers’ Prompt
• Catchups
• Meeting Summarization and Preparation

Accessible Automation, Apps and Web Pages with Copilot in Power Platform

Automation and apps, as innovative as they sound, hold mountains of potential but without dedicated technical resources, it becomes hard for businesses to scratch the surface.

Automation is characterized by task performance with minimal or no human intervention. Automating workflows requires rule-based algorithms and their effective implementation. Despite being technically literate sellers, marketers or service agents need specific technical expertise to unlock the potential of automation. Either this, or a dedicated tech team to automate or create apps for front-facing business needs which exponentially increases business costs.

Copilot, with its revolutionary AI capacities, enables front-facing business professionals to automate their core business processes without dependence on any tech resources. By sending day-to-day conversational prompts, sellers, marketers, or service agents can automate workflows or integrate bots in their processes, through Copilot with its no-code functionality.

Moreover, users do not need to be acquainted with the art of prompt engineering to send logic-specific prompts. They can just iterate to the Copilot in Power Apps on the kind of action they require, and Copilot polishes the conversational prompt into a specified one by harnessing assistance from LLMs (Large Language Models), Microsoft Graph, Dataverse etc.

Resultantly, Copilot takes the users to a drag and drop platform where they can intuitively build apps, web pages, or simply automate their workflows.

Automate Marketing and Customer Insights with Copilot

Copilot’s ability to seamlessly integrate with any Dynamics 365 applications enables businesses to leverage its true potential anywhere, anytime. Microsoft’s recent power confluence of Dynamics 365 Marketing and Dynamics 365 Customer Insights allows marketers to harness their powerful functionality together and save monumental costs.

Copilot’s integration in Marketing and Customer Insights enables marketers to expedite marketing campaigns consistent with the brand tone and voice. Marketing campaigns usually require a ton of customer research, content planning, content execution, content delivery, and strenuous documentation.

Copilot helps marketers carry out hyper-personalized campaigns that enhance lead scoring. Moreover, Copilot helps unlock new customer insights that are usually locked away in business databases handled by data analysts. With just the help of simple prompts, marketers can lead extensive customer research by harnessing the customer data to their Dynamics 365 window.

Copilot in Customer Service

Customer service is tough, with support agents having to be up-do-date with company policies and be in the mindset to deal with all kinds of customers. In complex scenarios, customer agents must collaborate with subject matter experts as well to gain considerable knowledge to assist customers.

By enabling customer support with the assistive and generative power of AI, Microsoft has revolutionized the customer service segment forever. Equipped with the knowledge of internal organization data, previously resolved cases and the context of on-going conversations, Copilot as your assistant, can do the heavy lifting for you and bring you all the information you need, to your workspace.

Copilot in Customer Service drives value by:

• Harnessing internal company knowledge
• Generating customized responses
• Empowering agents deliver better customer experiences
• Saving exponential amount of time and ensuring quality service
• Accessing previously resolved case documents and published articles

Dynamics Solution and Technology | AI-enabling Your CRM with Copilot in Dynamics 365

Even though CRM enhances customer experiences, the present-day customer is knowledgeable enough to demand hyper-personalized customer experiences. Hence, businesses need to stay on top of their game by enabling their processes with the generative and assistive capabilities of AI. Microsoft Dynamics 365 integration with AI-powered Copilot enhances business sales, revenue generation and ROI.

With a team of trusted experts, Dynamics Solution and Technology works efficiently to empower businesses in today’s AI revolution. Our dedicated team of technical experts delivers the promise of seamless Microsoft Dynamics 365 implementations to expedite business proficiencies in GULF, MENA regions and beyond. Dynamics Solutions and Technology can implement the powerful functionality of Copilot’s integration in Power Apps to empower businesses to employ the potential of no-code capabilities, without the intervention of tech resources.

Contact us today to unearth the possibilities of integrating Copilot with your Dynamics 365 CRM with the help of Dynamics Solution and Technology.