Dynamics 365 Sales – Revolutionizing the future for sales

Dynamics 365 Sales – Revolutionizing the future for sales

As Hybrid working is the new normal, the demands to access real time information anytime and from anywhere is also now the new normal. This change is here to stay and means that companies who want to remain competitive need to re-evaluate their strategy around people, processes and technology. They need to become Modern & Agile for the decade ahead.

Companies who have embraced this change have seen great growth in sales, but are also experiencing operational challenges to meet this increased demand. They have had to break down even more the physical silos that exist between their teams, their technologies, their clients, suppliers and stakeholders.

The use of modern and agile technologies has helped to overcome these challenges to allow the same data and real time information to be used across different departments, companies and externally with clients and suppliers. It has allowed organisations to create efficient and productive customer engagements and removed the barriers that exist between business apps, productivity tools and collaboration.

Microsoft Dynamics 365 supports this change and provides the business tools needed for modern and agile. It provides not only the prerequisites of real time information that can be accessed by our internal and external teams anytime and anywhere but intelligence and ease of use for all our teams.

What does this mean when we construct and refine Dynamics 365 Sales app?

Microsoft’s strategy is to create business apps which are data-driven, intelligent, and collaborative. Wave 2 upgrades for Dynamics 365 Sales 2021 consist of three main categories :

1.Conversational intelligence will help you close more deals. Assuring that we provide people with relevant, productive experiences that thrill them.

2.Better collaboration throughout the team with experiences that surface context and enable easy action and history recording wherever people work by collaborating anywhere and anytime.

3.Improve individual productivity that impacts overall productivity of the team to increase efficiencies and effectiveness throughout the organisation. Prioritization, planning, and tracking are all taken care of for you, whether you’re at work or on the road.

Close more deals in shorter time period with conversational intelligence:

Sales can focus on efficiently responding to purchase signals to maximise that client moment, thanks to advancements in conversational intelligence. No more post-call selling remorse due to a missed trigger. For example, sales can rapidly examine a summary of the last conversation, action items, and scan highlights as they prepare for calls. Sellers may simply make calls while having access to business data and taking notes as the call is being transcribed using Microsoft Teams within Dynamics 365. Any business-critical information shared during the discussion is recorded, underlined, and action items are suggested. With all of these techniques, this strategy is far more beneficial than having this conversation solely through Teams, and even more effective than doing it in person. There will be less missed follow-ups or unfulfilled promises to customers that help build a better customer relationship.

Higher personal productivity :

The more data-driven a sales person is, the more possibilities they will have to work on the most important deals to complete. And who wouldn’t want to spend less time entering data and more time being more productive in client interactions? Work items are prioritised based on AI in Dynamics 365 Sales, so sales know what measures to take and when. Contact information from Outlook emails and meetings is automatically imported into Dynamics 365 Sales, allowing sales to quickly find new leads and build their networks. You can keep track of everything with the built-in Outlook and Teams connection in the intuitive mobile-friendly user interface, which allows you to check up on action items and change records while away from your computer, so you don’t miss a beat when you’re on the road. All of this is incorporated into sales KPIs and management dashboards, allowing sales teams to make more data-driven decisions and achieve better results.

We’ve been on an amazing journey with our clients, assisting them in transitioning their business apps from record-keeping systems to intelligent applications which use data and collaboration to drive action. We are really looking forward to continuing on this path as we melt the borders between business apps, collaboration tools, and productivity apps so that we can provide each user with exactly what they need, when they need it, to help them achieve better business outcomes.

Learn more on how Dynamics 365 Sales will help in improving your business.

The 6 secrets of growing your manufacturing business in 2017

CRM Online have put together a Manufacturing Whitepaper called “The 6 Secrets of Successful Manufacturing Businesses”

CRM Online is supporting fund raising for Lotty Richardson

Are you using these secrets to grow your manufacturing business?

  • The “Big Why” and how this soul-searching transforms your business
  • Do you constantly review the #1 Secret?
  • How the Culture of your business determines your success – discover your ’12 Culture Points’
  • Are your key people reacting to the Intelligence in Secret #5?
  • Being proficient in ‘intangible’ and ‘tangible’ strategies
  • Utilising technology to strengthen your Information and Intelligence

Claim your FREE copy today

To receive your free copy of our latest whitepaper – please go here now Whatever your manufacturing niche or size of organisation, the pace of change faced by leaders to run a successful and profitable business is an everyday challenge.

This is why…

We have put our time and effort into researching the “DNA” of successful manufacturing businesses and now we’re ready to share this with you.

You see…

Regardless of the level of success of your business, it’s vital you’re always on the leading edge and taking on-board best practice from the marketplace. The whitepaper shares the product of our research and the latest attributes of what leading manufacturing companies are doing right now.

What to do now

To receive your copy of the whitepaper – please go here now

We look forward to hearing your thoughts

CRM Online Support Worthy Cause

CRM Online is supporting fund raising for Lotty Richardson

CRM Online is supporting fund raising for Lotty Richardson

When CRM Online’s MD, Peter Sidhu, heard that his wife was helping to raise £7,000 for a worthy cause, he offered his own support and that of CRM Online.

Jackie Sidhu took part in a triathlon in a bid to collect enough funds to buy Lotty Richardson a new realistic prosthetic leg.

CRM Online gave £500 to Lotty’s appeal. Half this amount is from our Indian partners Squadsoft and Nitin Grover, who have been in the UK working and watching Jackie prepare for her race.

A year ago Lotty Richardson had to have one leg amputated from below the knee, due to a large Sarcoma in her ankle. After undergoing seven months of intensive chemotherapy at the Teenage Cancer Ward at Addenbrooks Hospital, Cambridge, Lotty returned to work. Due to her strength and character she is walking on a prosthetic leg.

“Lotty is only young and wants a more realistic leg,“ said Jackie, who completed a triathlon in 3 hours 4 minutes. “Lotty’s family have found a new company who make bespoke prosthetic limbs with matching skin tones and a realistic appearance. It is our dream to raise funds to purchase her two limbs. One for all weather use and one for general use.”

Peter said: “I and CRM Online are delighted to offer our support.”

Last year Lotty, her family and colleagues raised £5,000 for the Teenage Cancer Trust and the ward, where she was treated. “It is now time for Lotty to benefit from our fundraising,” said Jackie, who spent hours practising running, swimming and cycling.

When Peter heard that his wife was a little nervous of swimming in open water around a lake on her own, he donned a wetsuit and joined her on her practise session.

Lotty said: “I am really grateful to CRM-Online for their donation”.

Lotty’s parents of Great Wratting, Suffolk. are organising a craft day, friends are doing sponsored runs, walks, cycles and an Autumn Ball is being planned for later in the year.

So far more than £2,500 has been raised for Lotty. To find out more details and learn how to donate, go to: Lotty’s appeal

Why Choose Our CRM Solutions

Regulatory Issues

Are your decisions based on fact or fiction?

We are told Sales people are “commercially inactive” when creating reports and forecasts, turning them from deal makers into administrators. This role change can impact massively upon sales activity; deals may be lost as the pipeline cools.

Our solution gathers business wide data, creating reports focused on identifying trends, KPIs and other hard facts, providing business intelligence as a by-product of people just doing their jobs, using your CRM system.

Forecasting / Reporting

Dynamic standardised reporting within CRM provides a true picture in real-time, promoting fact based decision making and leaving gut instinct behind, allowing sales to win more deals.

CRM Online has been working with Client Relationship Management (CRM) systems for Financial Services organisations for a number of years. Our ultimate aim is to bring together areas of business operations and data within Marketing/Sales/ Regulatory/Client On-boarding/Client Service within the framework of the regulatory environment, to enable your teams to win more business, deliver exceptional customer service and of course remain compliant and audit ready.

Call or email us today and let us help you focus on business growth!

CRM Success – A Phased Approach

Customer Relationship Management (CRM), is really a business culture, based on customer focus. It is about identifying, acquiring and retaining profitable customers.

CRM is often thought of as software, but the real mix for a ‘CRM Solution’ is, in my opinion, approximately 15% software, 25% business process and the remainder is people.

Key Ingredients of a CRM Solution

Without ‘buy-in’ from the staff of a business, the software and even process can be rendered ineffective. As opposed to a CRM System which is really just the software element.

The ‘problem’ with CRM is it such a wide-ranging subject. The real value of CRM is that it can impact the whole of your business.

CRM will predominantly affect the normal customer facing areas such as Marketing, Sales and Customer Service, as you might expect. Done properly, a CRM solution will also bring into play what are normally considered back office functions.

A CRM system should hold all relevant information on a customer, including a communication history and there is no reason that your accountant, operations or manufacturing staff should not also have access to this information, so that regardless of who the customer contacts (or who contacts the customer) they will have all the relevant information at their fingertips.

Likewise, back office information, e.g. account and order status should be available to the front office staff so that the need to contact accounts is reduced.

Therefore a CRM system can give a business-wide view of customer (and supplier) interactions and becomes very much a team tool, allowing all of the staff in a business to present a coherent experience to the customer. Because it reminds people about tasks they need to carry out, and can be monitored by supervisors, there is less chance of forgetting to deal with customer requests and issues, which will obviously assist in enhancing the relationship with the customer.

For anyone thinking of implementing a CRM Solution there are a number of considerations:

  • Who will need access to the system?

  • What sort of information do I need to hold on our customers?

  • How will I engage the staff in the project to facilitate buy-in?

  • Is it feasible to implement a company-wide solution immediately?

  • And of course, what are the likely benefits for the company?

There are, of course a lot more questions you should be considering, and an article this size cannot hope to encompass those, but we will focus on how to make the transition less painful than it might otherwise be.

You might be encouraged to initiate a company-wide project immediately, and in some circumstances this can be feasible. The more sensible approach though might be to run a pilot scheme, preferably with a handful of your less technophobic staff to iron out how the system will be used and to write some procedures for using it.

Once the basic system and processes have been vetted, the system can then be rolled out in phases, perhaps starting with some basic functionality, which can be upgraded once the staff are used to the basic system. This transitional approach will often result in a smoother implementation, less disruption and an easier learning curve for your staff.

So CRM can work, it does not have to be terribly expensive or disruptive and should easily be able to pay its own way, all it needs is a little planning and forethought, like much else in life.

CRM For Customer Service

We have already discussed how Marketing and Sales can benefit from using CRM. In this article we will look at the impact on Customer Service in a business.

Customer Service:

There is an old adage in Customer Service; ‘look after your customers or someone else will’. This has never been truer. It is so easy for customers to change suppliers now; even selling something cheaper isn’t going to retain customers if the service stinks.
Even online retailers, some of whom are the cheapest still try to provide good service, especially in terms of replacing something that is faulty quickly and simply so the customer feels little risk is involved in the transaction. This is enhanced by allowing the customers to comment on products and services and allowing prospective customers to read these ‘reviews’.
This embodies the new age of honesty and transparency when dealing with customers or prospects. If you don’t the new freedoms available via Social Networking will quickly expose you and you may not even be aware of it. More on that subject in a later posting.

So what is Customer Service?

Well this can come in a number of guises but basically it is how the prospect/customer is dealt with when they have a query or issue with a product or service they have or are looking to purchase. One of the aims of customer service, apart from any statutory duties is to keep existing customers and entice new ones.
There is a plethora of statistics on the benefits of retaining customers over getting new ones and we will cover this in more detail in a later posting. The norm is to assume that it can cost five times more to get a new customer as opposed to selling to an existing one. So that alone should be enough to convince you about having a retention strategy. If it doesn’t, watch this space for a more in-depth discussion on the subject.

So what can we do to help retain or gain customers? Here are some ideas:

  • Allow the customer to reach you via the channel of their choice

  • Respond quickly to an enquiry or issue

  • Keep the customer in the loop about the progress of their enquiry/issue

  • Be frank and honest with them and manage their expectations

  • If there has been a problem don’t just fix it, provide a 110% solution

Multi-channel Access

Sounds technical doesn’t it? All it means is allowing the customer to contact you by their method of choice. Allow them access via the web, email, text, phone, fax, letter, etc. and be prepared to respond accordingly. The technology to enable this is readily available and relatively cheap. This will allow all enquiries to be logged in one system, regardless of channel and an appropriate response actioned.

Quick Response

Other than the telephone which people expect an immediate response from (provided a human answers the phone [this is highly recommended by the way]) most of the other channels can have an automated response system setup which will reply to the individual using the information supplied, acknowledging receipt of the information.

Keeping them in the loop

Your systems should enable you to setup automation (or at least reminders) to send out updates to the customer (using the appropriate channel) as you progress an issue/enquiry, ideally pre-empting customer enquiries on the subject.

Managing Expectations

This is really important. You might know how difficult it is going to be to resolve something but there’s a really good chance that the customer won’t. So even though you may have pulled off a minor miracle to get something sorted the customer may appear ungrateful simply because their expectations have not been managed properly. It is very tempting, especially if someone is bellowing over the phone at you, to underestimate the time required to rectify the situation, or worse still promise a solution that isn’t in fact possible. This is easily done under stressful situations. It is much better to under-promise and over-deliver than the other way around. If you fix something quicker or in a better way than promised, how good does that make you look? This is why it pays to be frank and honest; you will be more respected for it in the end.

Fixing Plus

This is really tied in with the previous paragraph in that if there has been a problem, especially if it was avoidable in the first place. Don’t just fix it make amends as well. Again it is a known fact that people tell other people about bad experiences but by resolving it in a positive way you can get them telling everyone what a great experience they had despite the problems!


All of the above are a part of CRM. Customer Relationship Management is about culture and attitude as much as technology so it is really important to ensure that your processes work well before attempting to automate them. The technology is really about enabling multi-channel communication, automating responses, reminding staff to carry out an action and escalating an issue if it isn’t being resolved within a given time scale. Therefore it should allow your customer service staff to spend more time dealing with issues and giving the customers a quality experience rather than dealing with the minutiae. An additional benefit is that reporting on KPIs becomes so much easier as the data is being collected by the system as a matter of course.