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GET TO KNOW
SALES
AUTOMATIONfor Microsoft Dynamics CRM ONLINE
Friday, July 01 2016 | 01:00 PM EDT
Ian Smith (Owner and President, SyncraTec, Solutions LLC.)
Ian heads up SyncraTec Solutions, a Microsoft Dynamics CRM and Cloud Solutions Provider in the Greater Philadelphia Area. He is a Microsoft Certified Professional with an MBA from Rider University.
Lives in Yardley, PA where he enjoys family life with his wife and two sons; and running, basketball, soccer, and gardening.
Delivering Amazing Customer
Experiences since 2004Implementing Microsoft Dynamics CRM for
optimized sales, marketing, and customer service
● Customer Experience, in general
ᴥ (“Ah-Mazing”) Customer Experience is the differentiator
● Implementing CRM doesn’t have to be difficult
ᴥ Start with Tools you’re already familiar with
● Mobile Productivity
ᴥ Enable employees to remain productive whether they’re in or out of the office
● Business Insight
ᴥ Make Better Decisions
In Part I, we covered
● An Exceptional Customer Experience will Differentiate your Company
ᴥ Omni-channel, highly communicative organization
Skype-for-Business, cloud-first, mobile-first (Instant Messaging / Screen-Sharing / Calls, etc. with CRM-Phone Integration)
ᴥ Make employees more productive
Start with tools that your employees are already familiar with
Outlook
Guided Business Processes
Collaborate with Office 365 Groups
ᴥ Know your customer better
Customer history in one place
InsideView
Customer Experience
● Cloud-first, mobile first
ᴥ Outlook Web Access / Dynamics CRM for Outlook App
ᴥ Dynamics CRM for Phones
ᴥ Dynamics CRM for Tablets
● Offline Capabilities
● Guided Business Processes
● Task-based experiences
● Generate Word Documents
● Excel Reporting with live CRM data from mobile app
Mobile Productivity
● Dashboards in CRM
● InsideView Insights
● Excel Templates
● Power BI (and Power BI Tiles, now in CRM)
Business Insight
● Microsoft Dynamics CRM as the center of your Digital Strategy
ᴥ Engage your Customers
ᴥ Enable your Employees
ᴥ Optimize your Processes
ᴥ Transform your Business
● Marketing Automation
ᴥ Business that use marketing automation to nurture prospects experience a 451%
increase in qualified leads
ᴥ It’s not magic; rather, a collaborative effort of Sales and Marketing
ᴥ It’s automated, it’s interactive, it’s relevant for your prospects / customers
In Part II, we covered
● …with all this Technology, I feel like I’m at the helm of the Starship
Enterprise
● In a perfect world, what would Sales / Marketing Automation do for you?
● Intelligent Customer Engagement
Being at the Center of your Digital Strategy = Customer 360
● Cross-sell / up-sell recommendations
● Recommended answers to Customer
Service Cases
● Detect Social Posts most likely to be
Customer Svc Cases or New Leads
● Surface Trending Content for Collaboration
● CRM Dashboard ==> Power BI Dashboards
● Open Leads / Discuss Lead Scoring – and Sales / Marketing Automation Capabilities
● Lead Company Info, Connections, and Conversation Starters
● Call and Qualify the Lead
● Manage / Progress the Opportunity
● New Oppty from Partner Portal
GTK Sales Automation for CRM Online Script
● OWA / Dynamics CRM for Outlook App
● Pre-formatted Excel Templates
● Word Templates
● Document Management improvements (more locations: OneDrive for Business, Office 365 Groups, SharePoint)
● Office Delve to search through trending documents
● View / open SharePoint documents on mobile devices
● Fantasy Sales Team
ᴥ Have fun training your sales team more effectively
What’s New in CRM 2016 – for Sales Automation
● Customer Portal
● Built-in training with “Learning Path” – see step-by-step guided help for specific tasks with appropriate content
just for your salespeople
● Share Office 365 Groups w/ other users, even if they don’t have CRM Online
● Access an Office 365 Group from different CRM records you want to collaborate on
● Email signatures for CRM Web Client Direct Emails
● Quick Find now acts like Global Search / multi-entity search
● Embed Power BI Tiles directly in CRM Dashboards
What’s New in CRM 2016 Update 1 – for Sales Automation
● CRM Customer Center - https://www.microsoft.com/en-us/dynamics/crm-customer-center/what-s-new.aspx
● TechNet - https://technet.microsoft.com/en-us/library/dn531078.aspx
What’s New in CRM 2016 Update 1 - References
● Reduce Manual Data Entry for the Sales Team
● Ensure that the sales team follows a consistent process
● Assign Opportunities
● Better Reporting / Analytics
● Rational and Systematic Estimates (e.g., Close Probability)
● Push the Sales Process forward
● Send Acknowledgements and Notifications
Sales Process Automation Objectives
Sales Process Automation Objectives
What’s New with CRM Mobile App for CRM 2016 Update 1 (8.1)
● View, Update, and Add records when you’re disconnected from the internet
(don’t have to save changes or additions as drafts first).
● Manage quotes, orders, and invoices; and knowledge articles
● Reduced start-up times
What’s New with CRM Mobile App for CRM 2016 Update 1 (8.1)
What’s New with CRM Mobile App for CRM 2016 Update 1 (8.1)
● Ref: https://msdn.microsoft.com/en-us/library/gg309276.aspx
● Azure Machine Learning – Ref.
● Imagine being able to make product recommendations based on selected items
● Customer Service Reps can quickly find the most relevant solutions from the
knowledge base to resolve cases with an assist from Azure Machine Learning
text Analytics -
Integrating Microsoft Azure with Microsoft Dynamics CRM
● Envision advanced analytics and the machine learning capabilities of the Cortana
Analytics Suite to envision intelligent, adaptive processes for sales, customer
service and social.
Cortana Analytics Suite
New Preview Feature in CRM 2016 Update 1 – Relevance Search
Contact Us
Victor Sai (Sales Manager, Computer Solutions East, Inc.)
914-355-5800 sales@computersolutionseast.comwww. computersolutionseast.com
Ian Smith (Owner & President, SyncraTec Solutions LLC)
215-310-1750ismith@syncratec.comwww.syncratec.com
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