Microsoft Dynamics Customer Engagement

Improve your relationship and how you interact with customers by streamlining administrative processes

Integrated data-driven software that manages and maintains customer relationships, tracks sales leads, marketing, and delivers actionable data. Dynamics 365 Customer Engagement improves your relationship and how you interact with customers by streamlining administrative processes.

Microsoft Dynamics 365 Customer Engagement is a model-driven business application that uses built-in intelligence to help businesses deliver faster, personalised support that adds value to every interaction. The application saves agents’ time, unifies service provision and helps your business build and retain lifelong customer relationships.

Sales

Use digital intelligence to better predict your customer’s needs.

Microsoft Dynamics 365 Sales is a comprehensive sales application; that provides salespeople with the insights and action plans they need to bring in new clients, build strong relationships and close sales quickly. Dynamics 365 Sales is designed to help salespeople efficiently manage all their accounts and contacts, correspond efficiently, and generate consistent sales collateral with inbuilt organisational capabilities.

Customer Service

Unify customer service with automation and tracking.

Microsoft Dynamics 365 Customer Service is a model-driven business application that uses built-in intelligence to help businesses deliver faster, personalised support that adds value to every interaction. This application saves agents’ time, unifies service provision and helps your business build and retain lifelong customer relationships.

Field Service

Microsoft Dynamics 365 Field Service provides the complete management solution for your field sales and service teams, enabling you to drastically improve performance levels by using intelligent scheduling, enhanced transparency, remote asset monitoring and billing management.

Field Service is a Dynamics 365 business application designed to help businesses deliver onsite service to customer locations. It is an aggregate of several service provision tools, including workflow automation, scheduling algorithms and assistance for mobile workers. These tools streamline HR management, itineraries and resource logistics. With Field Service, businesses can deliver service proactively, schedule resources intelligently and ensure a first-time fix on customer issues.

Project Operations

Deliver profitable projects on time and within budget whilst building strong customer relationships using Microsoft Dynamics 365 Project Operations (formerly Project Service Automation).

Microsoft Project Operations is an application designed to help businesses deliver, manage and track project-based services. As one of the leading cloud-based project management solutions, Project Operations assists users from the initial sale through to invoicing, with capabilities for planning, creating estimations, forecasting, progress-tracking, management, billing and more.

Marketing

Create seamless experiences that increase lead generation, build strong customer relationships and expand your sales opportunities.

Microsoft Dynamics 365 for Marketing enables you to make smarter decisions to plan and track innovative marketing campaigns. Move beyond basic marketing activity and maximise your return on investment with data-driven decision making and marketing automation.

Microsoft Dynamics 365 Marketing empowers users with tools to automate and revolutionise marketing processes to help businesses turn prospective clients into business relationships. This bundle of applications is perfectly suited to help boost marketing department performance and help strengthen the relationship with Sales teams. Built on the new Unified Interface, Dynamics 365 Marketing helps agents design campaigns, communicate with clients, extend outreach, and plan and promote marketing events.

Customer Insights

Microsoft Dynamics 365 for Customer Insights – makes ‘big data’ small.

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.

Sales Insights

Empower your teams with useful data and AI using Microsoft Dynamics 365 Sales Insights to answer the most important business questions.

Microsoft Dynamics Sales Insights is available via an additional license that can be added to Dynamics 365 Sales Enterprise plans. Sales Insights uses AI and data science to help users gain more clients, build stronger relationships and sell more efficiently. It quickly detects trends in customer needs and expectations by analysing best practices, sales process alignment and all available data in the system. It can then predict scores and offer prescriptive advice to help your teams convert more opportunities.

Teams Integration

Create and edit documents right in the Microsoft Teams app and enjoy instant access to SharePoint, OneNote, Power BI, and now, customer engagement apps in Dynamics 365 (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation).

Dynamics 365 for Microsoft Teams integration enables users to easily work with customer information in customer engagement apps (such as Dynamics 365 Sales and Dynamics 365 Customer Service) and share files directly from Microsoft Teams. This helps them to be more productive and get work done more effectively.

Pricing

For further pricing information, please see our Licensing & Pricing guide.

Application	Description	Cost
Dynamics 365 Sales - Professional Licence	Lower tier for the Sales application that provides core CRM capabilities and is suited for organisations with less complex needs.	£49.00
Dynamics 365 Customer Service - Professional Licence	Lower tier licence for the Customer Service application less complex scenarios with streamlined capabilities to provide core support functionality.	£37.40
Dynamics 365 Field Service - Base licence	leveraging tight integration with Customer Service case management capabilities and field service work orders to deliver exceptional field service management. Also includes access to dedicated Field Service Mobile application.	£71.60
Dynamics 365 Field Service - Resource Schedule Optimisation	An add-on licence offering users the ability to automatically schedule in appropriate resources whilst simultaneously optimising travel time, mileage and other associated factors.	£22.60
Dynamics 365 Project Operations - Base Licence	Project Operations connects sales resourcing, project management, and finance teams within a single application. Examples of full users include Account Managers, Project Assistants and Project Accountants. (20 users minimum).	£90.50
Dynamics 365 Marketing - Base Licence	For customers who are new to Dynamics or have fewer than 10 full users of Sales, Customer Service, Field Service, Project Service Automation now Project Operations, Finance, Supply Chain Management or Commerce can purchase Marketing as a standalone application with an entitlement of 10,000 marketable contacts.	£1,131.20
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.	£1,131.20
Dynamics 365 Sales Insights	Sales Insights is an add on for Dynamics 365 Sales Enterprise licenses.	£37.70

Want to learn more?

Get in touch to enquire about Dynamics 365 Customer Engagement today.