This article is contributed. See the original author and article here.
Foster more effective communication, connection, and collaboration in your organization. Learn about the value of Microsoft Teams Phone in a new study conducted by Forrester Consulting.
This article is contributed. See the original author and article here.
Converting leads and opportunities directly contributes to the company’s revenue. To increase conversion rate companies often need a number of factors to align. First, it’s about matching the right seller to take the deal forward. As a business owner or sales manager, finding the best seller to work on the new lead can really make or break a customer relationship. We need to look carefully not just at the seller with the highest close rate, but also balance that with their availability and expertise to attend to the customer’s needs and requirements.
Applying the right business tactic to close a deal at the right moment is the second key to success. We must recognize where the buyer is in their sales journey and employ the right action to engage. If we can use technology to help provide some guidance on the next actions, it could help all sellers do their best to secure the deal.
With the new Dynamics 365 Sales segments and rules, we can help you achieve those goals!
3 easy steps to supercharge sales conversion:
Organizations that run outreach programs to generate interest want to see a positive return on that investment and get it into sellers’ hands fast. To auto-assign sellers to the right leads and guide them with the right tactics, follow this simple 3-step automation process:
Segment leads based on business strategy. A segment is a collection of records that are grouped together based on certain conditions. For example, location, deal value, language, or product.
Auto-assign sellers using assignment rules. Assignment rules enable new leads and opportunities to be automatically assigned to sellers or sales teams.
Auto-connect the relevant sequence to guide the seller.Sequences help provide best practice engagement steps, by introducing a set of suggested actions for sellers to follow while managing their deals. Sequences can adapt to the way the engagement flows, to ensure they remain relevant and insightful.
Automation flow for leads
Increase assignment productivity by removing repetitive tasks
We see that distribution of leads is often in one of two ways:
Via a sales manager or representative who assigns the leads. This could be manual or using some basic pre-set criteria.
First come first serve basis, where sellers pick up leads for action, from a general ‘pool’.
These options open the door for a potential misbalance of assignment and lack of optimization to customer needs, which without tracking could lead to sellers missing leads.
Let’s explore how using segments can reduce missed opportunities to follow up, remove the repetitiveness, and help boost productivity.
Create Segments
To start with, create segments to classify incoming records based on your business needs. For example, you want to segment all leads coming through your website originating from the USA. In this case, you could create a segment for ‘Leads from US website’.
Create segments – define segment conditions.
Auto-assign sellers to the right lead/opportunity
To increase conversion chances, you want the right seller to work on the right lead/opportunity. This assignment is based on their skill, capacity, availability, location, etc. For example, you may want to assign an opportunity to a specialized seller who works in the same location as the lead. To do that, you can define a rule to find a seller based on their location and specialization.
Define conditions to auto-assign seller
Connect a sequence to guide the seller with the next best action
A sequence will guide the seller with best practices to qualify a lead or take the opportunity forward. Auto-connect a sequence to any record that belongs to a segment via rules and you’re good to go!
Sequence
Quick adjustments to suit a market shift
Changes in the market or the business drivers can often prompt a shift in business tactics. A company may adjust their strategy by giving more importance to certain groups of customers and making sure the right salesperson deals with the most important leads. This is achieved by simply changing the priority order of segments or creating new segments with appropriate priority.
Segment priority
Leverage the benefits of a faster response and guided activities
Auto-assign sellers to act quickly and help increase the chances of success.It is important for a seller to contact a lead early. Theearlier they reach out, the greater their chance of making a connection with that lead and converting them into a customer.* The more time that passes after a lead expresses interest, the likelier they are to lose interest. Segments and assignment rules help assign the sellers as soon as leads are created, enabling them to respond faster.
Enable seller productivity with sequences and segments. Sellers may work on multiple leads and/or opportunities. Switching from one opportunity to another can impact seller productivity. With sequences that are auto-connected to segments, sellers get a clear next best action for each lead or opportunity. This clarity helps them stay focused and be successful.
Enable agility and adaptability to change tactics with changing data. As sellers nurture leads, new information that becomes available may require a change in tactic. For example, an engaged seller started with no knowledge of the lead’s budget. Later, they found out that the lead has $2M to spend. The seller is also met with specialist questions on a product not within their expertise. With this new information, it becomes a priority lead. As such, it must move into a higher priority segment and be assigned to an experienced seller who can maximize the chances of conversion. Allowing leads/opportunities to change segments following changes in data enables your sales team to act accordingly and win deals.
This article is contributed. See the original author and article here.
Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand. We are proud to announce that we now support local country regions as well. As of April 1, 2023, the voice support channel is live in India and Switzerland.
Native voice support channel capabilities
The integrated voice channel allows customer service representatives to communicate with customers on the phone to resolve issues. The India and Switzerland launches include all the features that the voice channel in Customer Service omnichannel environments supports today.
Self-serve voice support channel with Power Virtual Agents
The general availability launch in India and Switzerland also integrates Power Virtual Agents. Subject matter experts can build conversational interactive voice response (IVR) bots in just a few clicks to help customers quickly self-serve, reducing contact center operation costs. Learn how to configure Power Virtual Agents bots for voice.
Azure Communication Services direct routing
The launch of the voice channel in the India and Switzerland is made possible through direct routing from Azure Communication Services, in preview. Direct routing enables you to connect your existing telephony infrastructure to Azure. Learn how you can use the telephony carrier of your choice.
As the native voice channel in Dynamics 365 Customer Service continues to expand in regions, languages, and capabilities, subscribe to this blog for the latest updates. Set up your Dynamics 365 Customer Service environment and install the voice channel today.
The custom help toolkits started out as a way to connect your own help content to Dynamics 365 and to customize Microsoft’s help content. But times change, technology changes with them, and we no longer recommend that you customize our content. Instead, we recommend that you create your own help content using any tools you prefer, and then let that override Microsoft’s content.
After April 11, 2023, the toolkits will be archived.
We’re also removing content from our contributor guides that encourages customizing our content. Everyone can still contribute to our documentation, but in English only.
Why are you making this change?
The custom help toolkits are being used less and less. We know custom solutions are still running on versions that are or soon will be unsupported. We expect those migration projects will be complex enough that existing custom help can’t be easily reused.
If you find that you need one of the tools in the archived toolkits, you can download a release package and extract the one you need.
What about custom help?
If you develop a solution that’s based on Dynamics 365, you should continue to deliver documentation for its users. Use any tools you prefer.
If your solution includes Dynamics 365 Finance, Supply Chain Management, or Commerce, and you need to connect your content to the in-product help pane, download the AzureSearchCustomHelp solution. Learn more at Connect a custom help website to the Help pane.
This article is contributed. See the original author and article here.
This is an exciting time in the evolution of AI, and you don’t have to look far to see the headlines on ways it is changing the world. From advanced machine learning models to breakthrough natural language technology, new opportunities to use AI to improve the way we work are surfacing daily. AI innovation can free employees from mundane, repetitive tasks and allow them to focus on the work that matters most, increasing job satisfaction and pushing productivity to new heights. According to our recent survey on business trends, 89 percent of those with access to automation and AI-powered tools feel more fulfilled because they can spend time on work that truly matters.1
Microsoft Dynamics 365 Business Central brings the power of AI to small and medium-sized businesses with features that help companies work smarter, adapt faster, and perform better. Let’s explore some of the ways that AI in Business Central is improving how work gets done, including:
Automating repetitive tasks
Improving customer service
Anticipating business challenges
Enhancing decision making
Automate repetitive tasks with Copilot in Business Central
Microsoft Dynamics 365 Copilot introduces the next generation of AI-powered experiences to Microsoft Dynamics 365 business applications. Dynamics 365 Copilot provides AI assistance directly in the flow of work using natural language technology, automating repetitive tasks, and unlocking creativity. Dynamics 365 Copilot is the world’s first copilot in both customer relationship management (CRM) and enterprise resource planning (ERP), ushering in the new age of productivity for businesses of all sizes.
With Copilot in Business Central, product managers can save time and drive sales with engaging AI-generated product descriptions. Banish writer’s block with unique, compelling marketing text created in seconds using product attributes such as color, material, and size. Tailor the descriptions to your brand by choosing a tone of voice, as well as format and length. Complete the process by publishing to Shopify or other ecommerce stores with just a few clicks. Copilot in Business Central makes launching new products fast and easy so you can focus on growing your business. Try Copilot in Business Central today.
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Improve customer service with Sales and Inventory Forecasting
In a highly competitive business landscape, effective inventory management can be the key differentiator between a successful business and one that struggles to retain customers and remain profitable. Inventory management is a trade-off between customer service and managing your costs. While low inventory requires less working capital, inventory shortages can lead to missed sales. Using AI, the Sales and Inventory Forecast extension predicts future sales using historical data to help you avoid stockouts. Based on the forecast and inventory levels, the extension helps create replenishment requests to your vendors, helping you save time and improve inventory availability to keep your customers happy.
Anticipate business challenges with Late Payment Predictions
Effectively managing receivables is critical to the overall financial health of a business. The Late Payment Prediction extension can help you reduce outstanding receivables and fine-tune your collections strategy by predicting whether sales invoices will be paid on time. For example, if a payment is predicted to be late, you might decide to adjust the terms of payment or the payment method for the customer. By anticipating late payments and making adjustments, you can better manage and ultimately reduce overdue receivables.
Enhance decision-making with Cash Flow Analysis
Azure AI in Business Central helps you create a comprehensive cash flow forecast with Cash Flow Analysis, enhancing decision-making so you can stay in control of your cash flow. A company’s cash flow indicates its financial solvency and reveals whether the company can meet its financial obligations in a timely manner. To make sure that your company is solvent, a future-oriented planning instrument is necessary. With insights from AI, you can make proactive adjustments to ensure your company’s fiscal health, such as reducing credit when you have a cash surplus or borrowing to mitigate a cash deficit.
Innovate with Business Central
In today’s fast-paced market, AI has become essential for companies looking to stay ahead of the competition. The AI tools built into Business Central can help you improve the end-to-end customer experience, reduce costs, and boost financial success. With the ability to automate repetitive tasks, analyze data, and offer personalized recommendations, Business Central can help you operate more efficiently and grow your business.
Dynamics 365 Business Central
Adapt faster, work smarter, and perform better with Business Central.
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