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Manage individual customer data across each touchpoint in real time
Gain a 360 degree view across any device, channel or application
Easily identify cross-sell and up-sell opportunities in an instant
Personalise and tailor customer experience to boost satisfaction
A variety of easy to use dashboards makes preparing data easy for every user
Provides a familiarity for employees as Microsoft Office fully integrates
Insight: 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.
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.
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.
Microsoft Forms Pro: Insights is particularly effective when used with Forms Pro to track and analyse Insights; this can help a team act based on changing customer behaviour and perception.
Microsoft Graph: This app provides broad audience intelligence from demographics and interest to market trends and product usage.
Microsoft Power BI: An integration with Power BI means that customer dashboards and reports are easily customisable.
Power Automate: Power Automate can be used to trigger workflows in response to customer signals.
Azure Machine Learning (AML): Can customise and train predictive models which are directly attached to customer records.
Azure Synapse Analytics: Combines customer data and enterprise data to improve data completeness, run high-speed analytical processing, and build custom machine-learning models.
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 to deliver more personalised customer experiences.
See table below for information on the licence options.
|Licence||Description||Cost per tenant/month|
|Dynamics 365 Customer Insights||Licensed per tenant/month and enables organisations to unify their customer data and understand it better through intelligent insights and actions. Customer Insights is a data platform that eliminates silos by enabling customers to bring data from any source and view it in one place. This subscription includes up to 100,000 customer profiles.||
|Dynamics 365 Customer Insights Attach||Customers with at least 20 Sales Enterprise, 20 Customer Service Enterprise, or 1 Marketing application can qualify for this discounted licence.||
Any successful Microsoft Dynamics 365 project involves a large amount of resource and planning and c...Read More