Microsoft Dynamics 365: It’s All About Insights, Insights, Insights
In real estate, the saying is, “location, location, location.” As our Dynamics 365 Deep Dive journey continues, we focus on Insights, Insights, Insights. Microsoft is one of the first companies to apply artificial and machine learning intelligence to their Sales, Marketing, and Service applications.
With so much Insight, we are verging on clairvoyance!
I applaud Microsoft for stepping up the competitive game and applying very useful technology to customer-facing applications; however, as you probably already know, the word Insights is a bit overused here. In this blog, we will discuss each one and its benefits to give you a better understanding of what it all means.
Insights – Powered by InsideView
Insights, formerly known as Customer Insights and now called Insights – Powered by InsideView, provides Dynamics 365 users with accurate company and contact data, relevant news and social feeds, as well as an extensive network of professional connections that can be leveraged during the marketing and selling process to be relevant, sell smarter, and grow faster.
Insights has been available for a couple of years now, and it keeps getting better. In the latest release, the user interface (UI) and user experience (UX) has been updated significantly. Here is the new “card” view:
And now the expanded Insights view:
Social Insights integrates Microsoft Social Engagement with Dynamics 365. Social Insights from Social Engagement helps you analyze social media data to spot emerging trends in people’s comments, whether they’re positive, negative, or neutral. You can drill down into that data and see exactly what people have said, and then act on it:
Customer Insights is a cloud-based SaaS service that combines data from multiple sources and generates knowledge and insights to build a holistic 360° view of your customers. Customer Insights delivers the ability to connect to transactional data sources and model profiles of customers and their interactions. It enables organizations to generate insights through KPIs about their business. Today, Customer Insights requires quite a bit of setup and requires an Azure subscription. I would say this one is still in its early stages; however, it will be very impactful:
From a business perspective, the ideal goal is to develop personalized, productive relationships with customers and prospects. To help reach this goal, the latest version of Dynamics 365 continuously analyzes the vast collection of customer-interaction data stored in your Dynamics 365 and Microsoft Exchange systems. This helps you better understand your business relationships, evaluate your activities in relation to previous successes, and choose the best next action:
Relationship Insights includes four components:
- Relationship Analytics – The visual part that uses natural language processing to evaluate the sentiment of email and other communications sent by your customers and prospects. Predictive intelligence examines signals such as prospect email responses or number of lead interactions and compares them to patterns obtained from previous successful sales.
- Relationship Assistant – Built on actionable cards customized for each user’s specific role. For example, a sales team member would see items like scheduled calls, travel itineraries, and proposal due dates. Customer Support would see support tickets, important emails, and outage notices, all prioritized for action based on relationship health.
- Auto Capture – Integrates with Microsoft Exchange to automatically track emails, tasks, and activities. Auto Capture enables users to channel external data into Dynamics 365 to automatically create or update custom records without writing any code. Standard activities like emails and social actions can be created based on rules users set for their contacts and communications, and custom activities can be created as well.
- Email Engagement – Finally provides the ability to track what happens to your emails after they are sent. It provides three capabilities:
- Compose and Send: Send and track recipient activity such as opens and clicks. In addition, this feature allows users to schedule email sends based on business intelligence data that shows when a prospect is most likely to open their email. The feature also automatically sets reminders to follow up on unopened messages in a timely manner.
- Tracking and Analytics: Shows how, when, and where your recipients engage with your email message. Now, you’ll know if your recipient is reading your emails on the go from a mobile device, or at their desk first thing in the morning.
- Mobile Email Application: Lets you track followed attachments, view email statistics, and monitor your activity timeline on your smartphone or tablet.
Organization Insights (for Dynamics 365 online only) empowers organizations to drive end-user adoption and troubleshoot with ease to ensure better performance of their Dynamics 365 instance.
So, you got me…this really should have been titled Insights, Insights, Insights, Insights, Insights for Dynamics 365.
Join us for our webcast, Microsoft Dynamics 365 Deep Dive, Part 4: It’s all about Insights, Insights, Insights webinar on April 20th as we do a live, deep-dive demonstration of what you can do with these new capabilities.