Service businesses are much more sensitive to results generated by good customer care, and that’s where Microsoft Dynamics 365 comes in, enabling those relationships between your client and your company to deliver valuable business experiences.

But, as incredible as it may seem, some managers are unaware that Microsoft has a solution that integrates CRM and ERP and is customization ready, in addition to connecting to its other tools so often seen in a corporate environment.

In this post, we’ll uncover the reasons for investing in Dynamics 365 and how its features and customizations can bring significant improvements to service providers.

Why is Dynamics 365 a good ERP and CRM solution?

First of all, Dynamics 365, in its basic functions, allows service processes to be optimized for needs like planning, execution, monitoring and analysis, all on a single platform.

So, it’s possible to have an overview of all the costs and revenues of services provided, as well as an individual analysis of each area and the professional involved. With this data, you can increase the profitability and productivity of the processes, as improvements are proposed.

A law firm can manage processes of both companies and individuals with the same system, focusing their human and physical resources on each contract according to their needs, whether long- or short-term.

Deadlines, documentation submission, meetings and other relevant events for service are managed in Dynamics 365, which can also give indications if costs – such as staff travel – exceed the initial value set for the item, for example.

These interactions will be even more efficient when managed by Microsoft’s own tools, such as the suite of Office products, Outlook, and others. But Dynamics also supports integration with other systems, which is not to say you can’t choose it for projects that need no integration.

What are the strategic advantages?

In terms of its application as a CRM, Dynamics provides planning service orders, allocation and activation of required resources, as well as financial performance analysis. By way of illustration:

Service contract customization

Each customer can be registered in the Microsoft system with their customized contractual needs and conditions with a Service Level Agreement (SLA), specifying the levels of service to be provided.

This document is common for IT service providers and consultancies, but can also be incorporated into accounting offices and outsourced HR management, among others. Thus, deadlines for resolutions, costs, elements allocated to specific projects and other agreed items can be managed in a systematic way.

Resource management and finance

Human and structural resources are business costs that need to be allocated efficiently to give the client the results expected with the highest profit margin possible.

Therefore, when sending an accounting consultant for an external audit in a customer’s branch, the company must manage the costs of travel, hours worked, equipment and other resources used in the service.

This individual efficiency monitoring should be aggregated to others and fed into a business financial analysis system, allowing the manager to track their expenses and revenues in a unified and simple way.

Sales Force Automation and Customer Relationship

Dynamics 365 also has several solutions for automating sales and marketing, with the possibility of targeting customers and leads for creating customized campaigns, for example.

This is possible because the system allows you to create complete reports with lots of filters so that the data on the show is as strategic and applicable as possible, so you can optimize your strategy.

In the area of sales and relationships, reports behave the same way in real time. By defining metrics of success for the company, industry, or employee, you can measure performance and suggest corrective measures much more quickly.

Control and historical reporting for the entire sales and service cycle

For service providers, renewing a customer contract over and over again is one of their main goals. In addition to reducing business costs, it’s also a way of generating new business.

So, having historical control of all the relationships and negotiations is critical and the data generated in these interactions can contribute to personalizing services and care for every client.

In addition, separating the cycle into stages allows the various actions to be analyzed individually to identify critical points, for example.

Features for service companies

Dynamics 365 has a number of features that are important for managing service delivery, such as the Sales module, aimed at managing negotiations, which is supported by sales insights and provides you with control of the sales pipeline.

Customer Service allows for uniform customer base management across all the company’s interaction channels; in a personalized way, of course. Field Service, as the name suggests, primarily manages actions in the field, such as hours worked by consultants and resources allocated to projects.

Project Service Automation allows for remote management of all the projects in progress, as well as for consulting billing details and customer histories, and finally Finance and Operations, which brings together ERP functionality stored in the cloud.

Why should service providers choose the Microsoft solution?

It’s these functionalities, together with the strength and authority of the largest technology company that made AlfaPeople specialize in Microsoft solutions. The technological refinement of its platform, its focus on user experience and, above all, its high potential for customization ensure that different types of businesses can all benefit from using Dynamics 365.

Dynamics 365 also has a great level of usability and ease with user engagement, as everyone is already familiar with Microsoft tools for both home and corporate use.

Its flexibility in terms of adapting to different types of businesses can also be seen how the company evolves in size. Dynamics 365 is strategic at any point in a company’s growth, and when adopted early on, it has the advantage of keeping an increasingly high-value track record of customers and the business in general.

Dynamics 365 is a platform that certainly sets one service provider apart from the others; in addition to bringing intelligence and optimization to your business processes, it also allows your company to control its costs and make better decisions.

Would you like to know how this system can improve your business performance and relationship management with your customers even more? Get in touch with AlfaPeople and learn how.

Angelo Dalle Molle
Angelo Dalle Molle
Business Development Manager at AlfaPeople