Last year, Microsoft unveiled a comprehensive set of new Microsoft Dynamics CRM capabilities by purchasing a social listening tool, a social engagement tool, a marketing tool, and a customer service tool. This customer service tool, or “Customer Care” tool, Parature, and the marketing tool, Marketing Pilot, has been integrating into CRM for the last year and are now ready to help organizations match their customers to the right products and services, engage with them in the right way at the right time, and nurture their relationships.
Delivering on its promise of rapid innovation, this new functionality will help marketers be smarter, enabling them to efficiently drive and manage their marketing campaigns; help businesses engage with and care for customers in a personalized manner on virtually any device, anywhere; and enhance capabilities in Microsoft Dynamics CRM 2013 to help businesses sell more effectively.
“Businesses want solutions that give them market insights and the ability to deliver amazing customer experiences,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “The new Microsoft Dynamics CRM toolset democratizes social listening, adds new marketing capabilities for more impact and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game.”
Smarter Marketing – Marketing Pilot
Chief marketing officers (CMOs) want a marketing solution that helps them plan and execute great marketing campaigns, gives them insights into the impact of their marketing activities, and provides them with the ability to optimize marketing mix to deliver the most impact to their business.
Microsoft Dynamics Marketing (formerly Marketing Pilot) delivers these capabilities by adding marketing automation functionality to Microsoft Dynamics CRM, delivering insights that will help marketers be smarter and more effectively engage with their customers. The new release builds on its marketing planning core and adds new features that include a visual campaign designer that allows marketers to design powerful marketing campaigns more intuitively and easier than ever. This enables CMOs to reach their customers more effectively across multiple channels. It also gives them new lead management and scoring capabilities, scalable email marketing that can deliver millions of messages per day, and deep marketing analytics so they can measure and improve the return on their marketing investments. These new capabilities will be offered in 35 markets in 10 languages.
Personalized Customer Care – Parature
Customer care, an organization’s ability to support, engage and respond to the needs of customers, is an increasingly strategic part of any business. Successful organizations understand and have insight into customer needs across every channel, including the Web, social and mobile, to deliver the best customer care possible.
Microsoft Dynamics CRM enhances core case management capabilities and introduces a new Unified Service Desk, a powerful application designed for call centers that allows agents to handle multiple interactions simultaneously, increasing efficiency by automating repetitive tasks and displaying scripts to help agents provide a more personalized and effective service.
Alongside the capabilities gained in the recent acquisition of Parature, CRM can now offer customers choice in deploying customer service capabilities ranging from self-service via support portals, Facebook and Twitter to Web chat and video capabilities, all leveraging a shared knowledge base to ensure the right answer can be delivered consistently on the right channel at the right time.
Parature, “customer care”, ensures that all organizations can effectively handle interactions in the way each customer prefers and quickly respond to that person’s needs, resulting in a smooth and more personalized experience for the customer each and every time.
With these two great additions to the Microsoft Dynamics CRM family, there is the ability to market to and respond to your customer by making the experience “all about them”. In today’s world, this is what differentiates you from the competition.
Interested in learning more about MSFT Dyn CRM and it’s additions? Contact our business development team at 301.360.0001 or email them at [email url=”info@ktlsolutions.com” class=””]info@ktlsolutions.com[/email]
STEVE HAMMETT
Steve graduated from University of Maryland, Baltimore, with a Bachelor of Science (B.S.), in Economics and a few years later, a Master of Science (M.S.), in Information Technology. He has helped organizations for over fifteen years to solve business problems using technology. He is well informed with all Microsoft Business Solutions and is a Solutions Certified Sales Representative. For fun he looks to the outdoors, whether water, where he is a sailor (Coast Guard certified in Costal Piloting and Navigation), a PADI certified scuba diver, and a certified Red Cross Water Safety Instructor, or land, where he is a skier, hiker and mountain biker.
