In my most recent blog I wrote about my interpretation of the term, digital transformation, the various change drivers that lead companies to embark on a project of this kind, and finally some recommendations for structuring that project.
Today I’m delving a little deeper into how the practical application and implementation of CRM and cloud platforms, such as Microsoft Power BI and CRM Portal, can significantly enable two key elements of any digital transformation project as well as help teams to progress through them more quickly.
One of the drivers I mentioned before involved the desire to enhance the quality and consistency of all the data a particular company holds. Almost every organisation, no matter the nature of their business, tell us that the data they collect, hold and analyse could be a lot better. Earlier this year, the international analyst firm, Gartner, said Microsoft’s Power BI is ‘the leading business intelligence and analytics platform’. It’s viewed as innovative, powerful – and helps firms to meet their future operational demands. More than five million subscribers in 90,000 organisations throughout 185 countries benefit from Power BI’s capabilities today.
When integrated with Microsoft Dynamics CRM, data and operations teams can help improve data and reporting consistency and as a result, overall decision-making within the business. Its unique ability is to visualise data groups in real-time, creating a central ‘one source of truth’ for all data, regardless of how it was originally gathered.
Every day, data users such as business analysts, business intelligence professionals and developers are working with Power BI, and are able to turn reams of numbers into easily-understood, visual reports to inform and influence senior decision-makers inside their company. In this way, Power BI is an absolutely critical asset to any digital transformation project.
I wrote about improving customer experience by leveraging digital and online channels, to meet the changing needs and behaviours of consumers as another of the drivers. Here, platforms, processes and the ability to create an infinite number of iterations for using them, combine to perform the foundation of every customer experience strategy. Every business, every customer segment is totally different. Portals for Dynamics CRM is a suite of solutions which together significantly improves the design and implementation of customer experience journeys. For example, one of the portals, the ‘website portal’, includes tools to help customers self-serve, enhance personalisation for each customer’s experience with discussion forums, email communications and social conversations, as well as increase security and authentication measures. This is powered by a highly sophisticated process workflow to ensure that the customer experience is as adaptable and seamless as possible. Portal for Dynamics CRM includes other portal modules for customer operations centres, HR teams, partners and online communities, so every type of business can better implement their customer excellence strategy.
Like I said in the first of this two-part blog post on digital transformation, it’s an iterative and wide-ranging project. So consider which drivers are key, and which sophisticated technical solutions would best fit your business.
If you found this blog helpful and wonder how you could implement Portal for Dynamics CRM, Power BI, or any other CRM solution in your business to support a digital transformation project, please contact us.