How Microsoft Dynamics 365 in ERP & CRM is Redefining the Workings of Sales, Marketing & Customers Service

This month, several tech behemoths’ made some big and exciting announcements including OpenAI’s ChatGPT 4 launch (we’ve all waited for so long!), LinkedIn’s new Generative AI tools, and Google’s Palm API and MakerSuite. This week, Microsoft took the lead with its announcement of the next generation of AI product updates. In a big move, Microsoft announced the launch of the new Microsoft Dynamic 365 Copilot which aims to provide interactive, AI-powered assistance in all business functions.

To keep up with the ever-evolving technological trends and updates, every professional wants to leverage AI to eliminate daily mundane, repetitive tasks. Enter Microsoft Dynamics 365 Copilot, now companies can empower their workforce with sophisticated AI tools across different lines of business like sales, service, marketing, operations, and supply chain roles. This will enable the employees to focus more on critical tasks instead of monotonous ones.

Recommended: Microsoft 365 Copilot – Your Copilot For Work

Customer relationship management (CRM) and enterprise resource planning (ERP) systems are key in tasks related to data entry and content generation etc. With the recent advancements in generative AI, Dynamics 365 Copilot automates these time-consuming processes and frees up the workforce’s full creative potential.

Microsoft Dynamics 365 Copilot’s Role in Sales, Marketing & Customer Service

Dynamics 365 Copilot helps business users across all industries to quicken the speed of innovation and boost business results by deploying CRM and ERP.

Dynamics 365 Sales and Viva Sales – Automating Email Responses and Meeting Summaries

Copilot in Microsoft Dynamics 365 Sales and Viva Sales are responsible for empowering sellers to eliminate time spent on clerical tasks. From writing email responses to customers to summarizing a Teams meeting in Outlook, the AI can do it all. The meeting summary can extract details from the seller’s CRM like information about product and pricing, and insights from the recorded Teams call.

Did you know that sellers more than half the day, almost 66% checking and responding to emails, which obviously cuts down on the productive time sellers could spend with their customers?

Copilot in Dynamics 365 Customer Service – Contextual Answers in Chat and Email

Copilot in Dynamics 365 Customer Service will help customer service agents to offer exceptional customer care by drafting contextual answers to queries in both chat and email. Additionally, agents can promise an interactive chat experience with the help of AI-powered expertise which includes case history.

Recommended: Salesforce Announces New AI-powered Tableau Capabilities for Slack

Another remarkable feature is its ability to build virtual agents in minutes along with conversation boosters in Power Virtual Agents. Agents can offer exact details on company websites and internal knowledge bases with Azure OpenAI Service and Bing.

Dynamics 365 Customer Insights – Curate Highly Personalized Customer Segment

By interacting naturally with their customer data platform, marketers can create highly tailored and targeted consumer segments. It will also offer recommendations to marketers for new segments they may not have considered before. This new feature may match clients who suit a specific profile and conduct complex computations.

Using Copilot in Dynamics 365 Marketing – Inspiration for New Email Campaign

With the query assist tool, marketers may use their own terms to describe their target segment of customers. For inspiration for new email campaigns, marketers can turn to Dynamics 365 Copilot which will make suggestions based on the inputs entered by the marketer, the organization’s existing marketing emails, and internet sources.

Copilot in Dynamics 365 Business Central – Compelling Product Description

Copilot in Dynamics 365 Business Central has a powerful role to play in streamlining the process of product listing creation. Different product attributes including color, material, and size are considered to write compelling product descriptions for online storefronts in seconds.

You can also customize the descriptions by selecting the voice tonality, format, and length. Customers of Business Central who use Shopify can quickly and easily post the products and descriptions to their Shopify store.

Copilot in Microsoft Supply Chain Center – Access & Flag External Issues

Microsoft Dynamics 365 Supply Chain Management enables its customers to access and also proactively flag external issues such as weather, financials, and geography that may influence the workings of key supply chain processes.

Recommended: How ChatGPT Will Transform Customer Service

Predictive insights identify the impacted orders across materials, inventory, carrier, distribution network, and more. Supply chain planners can then use Dynamics 365 Copilot to automatically create an email to warn impacted partners and prevent potential interruptions from happening.

Final Thoughts

Generative is the road ahead for businesses and leaders. And with time, users will eventually want their ERPs and CRM to be bestowed with AI-powered expertise. With Dynamics 365 Copilot, businesses can use the latest AI developments to enhance customer experience, and employee experience as well as productivity and efficiency.