Microsoft Dynamics 365 Customer Insights

Forecast future business plans using Power BI and Data Analysis with Microsoft Dynamics 365 Customer Insights

Make your ‘big data’ small and insightful using Dynamics 365 Customer Insights

Our experienced team of specialist Microsoft Dynamics Consultants have a proven track record of implementing and tailoring the full stack of Microsoft Dynamics 365 applications including Customer Insights.

Microsoft Dynamics 365 Customer Insights is an innovative Customer Data Platform (CDP) designed to provide users with the information and advice they need to provide personalised, effective customer service. 

The service draws on data across multiple channels including campaign responses, in-store and online visits and purchases, loyalty redemptions, social interactions and other previous customer service interactions. All of this data is presented in cohesive customer profiles to provide real-time data driven insight and next steps.

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Benefits of Microsoft Dynamics 365 Sales

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Real time data
Manage individual customer data across each touchpoint in real time

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Data Analysis
Gain a 360 degree view across any device, channel or application

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Predictive analysis
Easily identify cross-sell and up-sell opportunities in an instant

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Visualise Data
A variety of easy to use dashboards simplifies data


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Dynamics 365 for Customer Insights Benefits

Customer Insights presents a 360-degree view of a customer, combining their transactional, observational and behavioural data in real time. The data is kept up to date with pre-built connectors ensuring that all of a customer’s relevant data, accounts and contacts are presented in their profile. Each individual’s data profile is enriched with general audience data, market trends and other customer feedback to give the agent a sense of where the customer is in the big picture.

Dynamics 365 Customer Insights Action Plans

Once Insights has presented a customer’s data, it will also provide recommendations for actions. These recommendations are based on AI and machine learning templates. The advice will take the form of suggested next best action, replies, conversation points or product recommendations.

The advice can also remind agents when it is time to reply and what form their reply should take. Insights’ AI will divide customers into segments based on their demographic or behaviour patterns. It will then provide segment-specific action suggestions to enable targeted campaigns and service provision.

Dynamics 365 Sales reimagines the seller experience with accurate sales forecasts, details of emerging customer needs and highlighted at risk deals. It also provides salespeople with actionable suggestions to help them prioritise deals, analyse pipeline changes and sell effectively.

Data related benefits

Enhance Customer Experience: The 360-degree customer profile means that agents will be able to personalise their service to each customer. A customer’s needs can be specifically targeted and handled by the most appropriate agent. They will never be kept waiting and every interaction will add value to the relationship.

Better Business Decisions: The information and action suggestions provided by Insights allow for forecasting of the market monitoring of trends and as a result, smarter business decisions. Agents will never miss a call and with the help of Insights they will provide a unified, professional service.

Improved Products and Services: The personal customer insights, segment insights and the general market trends mean that you will know what is working well and what isn’t. You will be aware of any changing needs in the market and how to target and design products to meet those needs.

Streamlined Data Provision: The straightforward programming and high-quality user experience means that agents can quickly find the information they need. App design is easy and quick with Power Automate and much of the manual data entry is automated.

Licensing Costs for Dynamics 365 Customer Insights

Dynamics 365 Customer Insights is part of Microsoft’s customer data platform (CDP), alongside Microsoft Customer Voice. The platform allows users to gain insight into who their customers are and how they engage by unifying customer data into one single view

Looking for other Dynamics 365 Application Licensing? Visit our licensing page for more information

We would love to hear from you

Our specialist team of consultants look forward to discussing your requirements in more detail and we have three easy ways to get in touch.

Call us: 03301913473
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