Microsoft Dynamics 365 Customer Engagement

Bring your customers and business together

Deliver unique experiences
to your customers

Enable your business to generate potential sales opportunities,
nurture leads, close deals, and build strong customer relations

Streamline business processes

Automate your team’s headaches: from lead generation to sales reports and support tickets, we can help you set up Microsoft Dynamics Customer Engagement to do all the hard work.

Personalized approach to each client

Get really valuable insights about your customers at every stage of the pipeline. Insight into customer buying behaviours help your teams provide the right message at the right time via the right channel.

Loyalty leading to profit

The better you understand the client, the more he trusts you and the longer he stays with you. Microsoft Dynamics 365 Customer Engagement helps you to centralises data so your teams can gain a complete view of customers.

Top-notch team productivity

When marketing, sales, and support work as one, your business is destined for success. Microsoft Dynamics 365 Customer Engagement boosts productivity by bringing everything your teams need into a single workspace

Provide a great customer experience across all business units

Improve sales performance

Microsoft Dynamics 365 Sales helps you to achieve more by defining goals, monitoring results, and providing real-time feedback and guidance. You can define objectives, monitor results, examine deviations from the plan, and alter the strategy by setting quotas and using analytical dashboards.

Increase your profit

With Microsoft Dynamics 365 Sales, you can streamline sales tasks through an integrated sales process based on best practices. Furthermore, you can simplify sales tasks with Office 365 features, where salespeople can use Excel and Outlook, without switching between applications. Get full mobility for your business: sell anytime, anywhere – even when you are offline.

Forecast potential deals

Microsoft Dynamics 365 Sales allows you to increase the conversion rate by finding and prioritizing the leads where the probability of purchase, according to the predictive data, is highest. You can prioritize customers with the help of artificial intelligence (AI) as well as machine learning from Office 365 and Dynamics 365, which shows health, risk, and the next optimal step for the relationship.

Get to know your customers better

With Microsoft Dynamics 365 Sales you can identify buyers and connect with them by using the benefits of the LinkedIn network. Build trust through your knowledge of specific customer needs and manage many relationships without problems using consistent data and processes.

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Microsoft Dynamics 365 Customer Insights – Journeys is a comprehensive, modern marketing solution that focuses on personalized customer experience and provides exceptionally deep and versatile interaction with potential customers. Enables the marketing team to track prospective response to marketing initiatives and drive their actions in real time, creating trigger paths that reach and influence prospects across multiple engagement channels. Allows you to easily receive detailed and visual analytical reports, understand how exactly the purchase decision is made and find out which of the marketing activities involved works best.

MD 365 Customer Insights – Journeys is a platform that aggregates customer data and allows marketers to discover new opportunities to provide a personalized experience with customers in real time.

Get a 360* view of your customers

All customer service department communications will be transparent and organizationally concurrent with the sales and marketing departments.

Manage assets and equipment effectively

By connecting Dynamics 365 Field Service to your corporate ERP system, you can synchronize all financial and production data, get the ability to effectively track and manage assets, including warranty service, service, and technical support. Your specialists will be able to perform asset audits on time, will see the entire history of communications with the client, will have access to the entire history of requests, all costs associated with this client, and will be able to easily calculate the final cost of support for each asset of each client.

Diversify customer interactions

Portals dedicated to working with clients provide 24/7 communication. They allow clients to be more independent, make the work with the service department more modern and convenient. Using the portal, your customers will be able to independently monitor the service agreements accomplishment, will have access to answers to a number of questions related to the assets’ operation and maintenance, will be able to form a service request and track the status of its completion.

Use data base for a better decision-making

The system collects and stores all the information that allows your service department to do its job efficiently, namely: product manuals, technical support documentation, training videos on the maintenance of certain assets, a number of internal documents related to safety regulations, etc. The knowledge base can be accessed by both support representatives and field technicians.

Manage service orders

Dynamics 365 Field Service allows one-click creation of service orders received from a wide variety of communication channels: email, CRM systems, customer portals, social networks, etc. When forming an application, a specialist of the service department can easily and quickly track the compliance of the application with the SLA (Service Level Agreement), issue an invoice, check the components necessary to complete the ordered work availability in the warehouse, in real time receive feedback from a team of specialists who will perform this task: do they have all the resources to provide high quality services in the field.

Streamline your resources planning

The solution allows you to automatically plan the work of field specialists, considering skills, location, workload, etc. Convenient and visual planning panel with the ability to “drag and drop” and sort the received requests, taking into account their level of importance, right on the interactive map, makes it possible to visually track each field employee’s loading within the framework of a single workflow, and allows you to send the appropriate specialist to the location of the client’s asset on time. At the same time, the system will automatically develop and propose the optimal route, plan in advance the time allotted for the task, etc.

Purchase the necessary inventory and spare parts on time

The service team receives in real time all information about the spare parts that are in stock, and, if necessary, can easily and timely order the necessary parts directly from Dynamics 365, linking the purchase request to the customer service agreement.

Work from anywhere and anytime

All data in Dynamics 365 Field Service is deployed and stored in the cloud. The system can be accessed from anywhere in the world from any device that supports Android, iOS, and Windows.

Make strong decisions on real-time data

Built-in business intelligence provides basic review and monitoring of customer assets, including average work time and / or productivity, down to the final details. Allows you to track and analyze your customer service department key performance indicators in real time and enables you to make decisions based on real data.

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Build personalized and long-term relationships with each client

The solution provides an omnichannel approach to customer service, thanks to seamless integration with digital telephony processes, chat bots, social networks, various client portals, and corporate websites. Allows you to easily communicate with customers by providing support services through the channels that customers most demanded.

Improve service level and responsiveness to requests

A unified, intuitive and flexible customer data platform (CDP) allows each employee to see the entire history of customer relationships, including information about needs and habits. Based on this data, the system automatically suggests possible scenarios for interacting with him.
All company specialists, including specialists of the first line of support, can quickly and competently respond to customer requests, thanks to automated access to a database of predictable and recurring customer requests.

Reduce the load on your support team

The use of self-service portals allows you to bring communication with customers to a new, modern level, in which customers can independently find answers to their questions 24/7, use the knowledge base, search function, and, if necessary, use the portal as a platform for communicating with other customers, consultants and experts.

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Join the success stories!

Microsoft Dynamics 365 Portals implementation in ELCORE GROUP of companies

Dynamics 365 Portals implementation expanded Elcore Group’s online presence. Thanks to the synergy of Microsoft Dynamics 365 Portals with modern ERP and CRM systems (MS Dynamics AX 2012, MS Dynamics 365 for Sales)

Implementation of Microsoft Dynamics AX at Zaporizhtransformator

Because of the implementation of Microsoft Dynamics AX at ZTR, a unified information environment was created for all divisions of the plant, and that is why the following had become possible: effective sales management, pecise planning and adherence to production dates, control of production costs and products prices, quality control in different stages of production, operational analysis of payables, receivables, delivery times, optimization of expenses, including reorganization of the enterprise.

Microsoft Dynamics 365 Sales implementation at Innovations Development Lab

InDevLab team has a convenient, flexible, modern sales management tool, in which all information about potential and existing customers is consolidated, a complete and transparent work history for each of them is reflected, activities are recorded, the effectiveness of the work of managers is tracked, the contract signing process is optimized, the transfer of orders to the sales department is controlled

Implementation of Microsoft Dynamics 365 (AX) in Elcore Group

Ability to scale business in new regions, develop new business lines, and track their profitability. Real-time data generation and analysis of all business processes. Efficient management of all business processes in one system.

Implementation of Microsoft Dynamics 365 Customer Engagement in American Chamber of Commerce in Ukraine

Customized Power BI reports, with the help of which the top management of the American Chamber of Commerce in Ukraine was able to analyze performance and profitability in real time

Implementation of Microsoft Dynamics NAV in company “GfK-USM”

Global market research agency modernizes project cost calculation

Insurance company reveals the potential of cloud infrastructure

Сost optimization by choosing monthly cloud infrastructure rental payments versus on-prem infrastructure maintenance and upgrades

Commercial bank gets a robust security management solution

Unified endpoint management of both enterprise and BYO devices

Microsoft Dynamics AX implementation at «INTERKABEL KYIV»

A modern technological environment that serves all the processes of the enterprise and ensures the prompt exchange of credible information between all of its departments

Microsoft Dynamics 365 Sales implementation at DONAU LAB UKRAINE

The company’s management has the ability to fully control the sale process at every stage, can assign tasks to employees and monitor their implementation

Telecommunications operator finds a cloud solution to proceed transition to an independent business unit

Thanks to the migration to Microsoft 365 the client was able to effectively organize the workflow with increased staff productivity and reduced costs

Implementation of the Microsoft Dynamics 365 Customer Service at LLC «Metinvest Holding»

Today, thanks to the use of a unified internal project management and customer service system developed on the basis of Microsoft Dynamics 365, the Metinvest team can effectively support its internal customers and conduct high-quality IT projects in all divisions of the holding

Implementation of Microsoft Dynamics NAV in PJSC «Zhytomyr butter plant» – «RUD»

As a result of implementation of the solution, the enterprise has received transparence in commodity transportation organization, the warehouse stockpile has been diminished and the expanses have been reduced. The butter plant management has received a powerful analytical tool to predict the company’s activity, and as a consequence it had a positive effect on establishing productive relations with customers and suppliers.

Implementation of ІW HR&Payroll based on Microsoft Dynamics NAV for LEONI Wiring Systems UA, LLC

As a result of ІW HR&Payroll solution implementation, flexible tool for effective organization and HR policy control of the company has been created. In addition to primary functions, solution includes manufacturing operations and documents circulation records taking into account peculiarity of the company’s corporate policy.

Implementation of IW Document Flow Recognizer: AI Service at Intempus Realty

Thanks to the implementation, Intempus Realty specialists process about 1,500 invoices per month, transforming this process from labor-intensive to automated. The main convenience of the solution developed based on AI is that, at the request of the client, the model can be continued to be trained to obtain any necessary information from the invoice, as well as to automate the processing of any other types of documents.

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For over 20 years, Innoware has been transforming enterprises around the globe, optimizing business processes, implementing and supporting ERP and CRM systems for business process management, AZURE cloud solutions, Microsoft 365 for business, and Microsoft Dynamics 365.

Thanks to our unique project methodology we know exactly how to manage complex projects while ensuring high-quality implementation services are delivered to all clients.

Innoware has fulfilled more than 400 ERP projects in the manufacturing, distribution, and retail business. Our implementation management methodology is a key to achieving defined business value depending on business size, operational processes, and business niche.