Deliver exceptional customer experiences. With Microsoft Dynamics 365

Transcription

1 Deliver exceptional customer experiences With Microsoft Dynamics 365

2 Customer data is important for any business You need to have access to your customer s address, phone number, , etc. This information can be stored in traditional Excel files, in address management, Outlook, the mobile phone, but also in a CRM system like Dynamics 365. Standard mobile phone features today offer a lot of storage options, such as for birthdays, contacts, important events and much more. Complementary apps offer additional functionality to put together a personal contact management strategy. These strategies are also a good starting point for companies. A call or an to a customer sending birthday greetings and wishing all the best for the special day will often be better received than a gift pen during a customer visit. However, successful companies must think even further ahead. What other ways are there to increase customer satisfaction with the company? How can sales be increased and new customers won? What is the customer s purchase history, what inquiries have they made, what information have they searched for on the website? Which data can be delivered by Dynamics 365? Whitepaper 2

3 Retail is undergoing an incredible transformation Digital trends are revolutionizing the way people work and have changed their expectations. Retail managers therefore need tools to help them control their business in a fast-paced environment, and a technology that can keep pace with these changes. After all, they are always busy delivering the best products and unique customer experiences. Retailers are also under pressure because digital transformation is changing consumer buying and decision-making behaviour. Recent studies and research have shown that 51% of customers are already making their purchases online. At the same time, customers desire unified experiences across all channels. Online and offline. The mobile phone plays a crucial role here. Therefore, only companies with a holistic omni-channel strategy can retain about 89% of their customers. Further figures show that 61% of the retail business managers are convinced that shoppers are more familiar with the products than their store associates. All these figures and information are forcing decisionmakers in retail to rethink and take action. It is now possible to personalize interactions with customers and increase the productivity of employees. Success can only be achieved if positive buying experiences are created with networked processes in online channels, bricks-and-mortar stores and at the headquarters. These tasks and ideas must be addressed strategically and sustainably. In the second step, the implementation is decisive. This must be must be actively practised and pushed forward by all players, starting from the managing director, through all departments up to the employee in the store. Only this way can a successful concept really work and generate more success, sales and ultimately increase satisfaction among both customers and employees. Whitepaper 3

4 The AlfaPeople portfolio for retail business Microsoft Dynamics 365 with its solutions Dynamics 365 for Sales and Dynamics 365 for Customer Service as well as Microsoft Dynamics 365 for Retail are the perfect mix of solutions for implementing the defined strategies. The Dynamics 365 modules provide the ideal basis for achieving strategic goals in sales, customer service and marketing, as well as optimizing processes profitably. Microsoft Dynamics 365 for Sales is a sales application with key functions such as Lead and Sales Opportunity Management, Activity Control, Price Lists, Order Management and individual organization of customer groups and sales segments. Microsoft Dynamics 365 for Customer Service is the solution for professional customer service and is the starting point for omni-channel services and comprehensive interactions with the customer. Employees have access to all customer information and can provide more personal and effective advice to customers to complete a purchase. It offers comprehensive knowledge management for products and customer requirements as well as comfortable processing of complaints and claims. Microsoft Dynamics 365 for Retail increases productivity in the store. Through the networking of processes in online channels, brick-and-mortar stores and at the headquarters, the productivity is increased and the customer can enjoy a positive buying experiences. To ensure a holistic shopping experience, processes at the checkout must be quick and easy. This not only includes traditional checkout process, but also the input of customer data and customer cards. This is easily possible with the Dynamics 365 Modern POS. The real-time connectivity of the Modern POS to the ERP system allows access to information, such as whether a particular item is available in a certain colour or size in the central warehouse or in the nearest store. The customer standing next to the store assistant has access to the information and can decide the way through which they can purchase the item, or if the item should be shipped to their address. Whitepaper 4

5 Everything from a single source The solutions presented briefly above do not act on their own, but are connected to one another. By using PowerApps and Microsoft Flow, the applications merge into each other and create a coherent whole. Microsoft Power BI rounds off the configuration as a controlling tool and serves to carry out individual analyses and evaluations and to impressively display the results in individual reports or dashboards. This suite of solutions offers the advantage of gradually realizing the strategy by starting with one or two solutions, such as Dynamics 365 for Sales and Dynamics 365 for Customer Service. In further steps, additional components can be integrated. An individual CRM strategy cannot be implemented just by using the so-called standard meaning as delivered and installed. However, many of important points of the company s strategy can be quickly set up and applied via the individual Configuration and Customizing features. Microsoft Dynamics 365 is extremely flexible and offers a wide scope for individual design. The AlfaPeople portfolio for retail business not only covers the performance in the above mentioned software areas, it also includes process consulting, adaptation and modification. AlfaPeople advises tomorrow s customers and helps own customers expand their business. Whitepaper 5

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