As their legacy Dynamics system approached end of life/support, Martin Currie Investment Management Ltd required a new CRM system to support their global Sales, Marketing and Business Development front office, who operate in disparate time zones. The project was deployed in two phases.
- Migrate and upgrade to dynamics 365 for Customer Engagement
- Implement and integrate Dynamics 365 for Marketing
Stability, maximised efficiencies and a simple UX were key requirements, as well as the ability to augment existing systems and provide teams with a single customer view. The project sought to future proof digital infrastructure and processes and end reliance on a single system, available 24 hours a day, 365 days a year in all time zones.
Redspire’s approach was to rebuild Microsoft Dynamics 365 for Customer Engagement, hosted by Microsoft online. Microsoft Dynamics 365 Marketing to provide an integrated digital marketing suite. Out the box functionality was maximised with customisations and configurations, rather than development, to remove any dependencies on specific partners going forward. Furthermore, this approach allowed Martin Currie to leverage existing Office 365 Licenses using the out the box integrations to Outlook, SharePoint and PowerBI.
Redspire’s approach was based upon sound, proven methodologies that ensured the new Dynamics 365 system and integrations were built precisely to the client’s needs. The project’s digital and data infrastructure not only achieved Martin Currie key outcomes, but provided the perfect foundation for the future continuous digital improvement that the business sought.
Business Outcome Highlights
- System stability: The global sales teams can reply on a secure and stable cloud based system that is available 24 hours a day, 365 days a year in all time zones.
- Significant cost savings per annum: In just three months’ post Go-Live, Martin Currie Investment Management Ltd report significant annual savings attributed to support costs and zero system downtime.
- Additional cost savings and productivity gains: A user-friendly, unified system with established and connected processes to help attract, acquire, on-board and manage customers and their interactions.
- Resource efficiencies: No more manual updates.
- Connected sales, marketing and BD teams: Data is more accessible and dashboards shareable on the core system and by email. Dashboards are easy to build with no manual reporting required.
- Integrated email and CRM: Automations mean nothing is missed and improved succession planning.
- Automated RFP request and tender process
- Adoption and confidence: Improved team confidence in new, slick systems and processes
- No manual updates required: Dynamics twice yearly wave releases provide access to the very latest features and capabilities without any manual oversight or updates.
- Informed business decisions: Improved MI and capabilities for qualitative analysis have allowed business decisions to be made quicker.
“Our analysis and scoping led us to Dynamics 365. It offers more features available out the box, was customisable to current and future needs and suited our wider technology suite. Microsoft then recommended Redspire as a technology partner for implementation. Apart from understanding the scope of work, they were stand out partner in terms of approach and rapport. They didn’t try to oversee or overdevelop the project, they listened carefully and met our requirements.
Redspire’s approach and turnaround was efficient and effective. During implementation, updates and progress reporting were daily and structure. Communication was good and I was aware of progress at every stage. They’re a great client facing consultancy with strong people. The weekly project call and status report gave me really useful insight to share with the key stakeholders and financial teams too”
Martin Currie Investment Management Limited is a global organisation that offers asset management, equities, securities, investment strategies, financial planning and advisory services to customers worldwide. Operating since 1881 with £11.2bn Assets Under Management, the business has 110 employees operating across five global offices.
Their stock-focused approach is driven by in-depth fundamental research and skilled portfolio construction. Martin Currie’s key goals are to gain a holistic view of investment companies and an insight into their culture to build an understanding of material risks and opportunities develop conviction in ideas, and deliver differentiated client outcomes.
Martin Currie Investment Management Limited is a Specialist Investment Manager of Franklin Resources, Inc. which has Assets Under Management totalling US$1.4 trillion (as of 30th June 2020).
“The project was delivered on time, it restored system dependability and increased confidence across our sales and commercial teams in multiple geographies. A key objective was removing reliance on a single system and partner. Dynamics has solved that for us.
The team now spend more time on qualitative data analysis and access data much easier, thanks to improved visual reporting and MI capabilities. We have such great visibility now on workflow and can manage resource effectively. We’re actively using every capability the solution offers, to the huge benefit of the business.”
In recent months. Financial Services organisations have seen a years’ worth of digital transformation for every month that’s passed (Satya Nadella). Redspire and Microsoft are working together to deliver transformation in the sector, from remote teamwork, connected operations and critical cloud infrastructure to sales, marketing and customer service.
The intelligent office is the future of Investment Management. Download our Sales Professional Guide to Dynamics 365 to find out how machine learning and AI can drive automations, or read more on the power platform.
Redspire is a Microsoft Gold Partner with strong capabilities in Financial Services. We’ve worked on the biggest operational challenges facing the industry today. From Business Banking improvements at VirginMoney and business automations at Beazley Insurance to client and stakeholder engagement at Money and Pensions Service. Our expertise in Dynamics 365 and the Power Platform helps our clients unify operations quickly, deliver transformative projects that solve business pain and future proof for all scenarios.
Sales and Marketing professionals are continually seeking new ways to improve, drive engagement and focus on the opportunities that matter. How can Dynamics 365 for Customer Engagement features and Microsoft’s constantly innovating use of AI help build engagement, optimise productivity and empower employees to deliver incredible customer experiences? With a combination of Microsoft’s continually improving tools you could see a 15% increase in sales productivity.
When you apply Artificial Intelligence to your rich customer data, making fully informed decisions is quick and easy. Dynamics 365 uses Artificial Intelligence to give detailed, actionable insight that allows you to gain sentiment analysis, score leads and dive deeper into your customer relationships. Feedback is visual and granular, taking both the legwork and guesswork out of the team’s day to day activity. These tools enable you to increase efficiency and productivity by unifying all of your disparate and valuable data to make intelligent suggestions on priority tasks and your prospects.
4 Customer Engagement for Dynamics 365 AI tools for the sales professional
Here are 4 key integrated AI driven cloud tools that combined, enable sales professionals to gain rich insight and take personalisation and efficiency to whole new levels.
1. Relationship Assistant
Relationship assistant is like having your own executive assistant meeting you every day – there to monitor your day, analyse your customer feedback, raise any problems or give you a nudge on an upsell opportunity.
Microsoft calls these pieces of advice ‘action cards’, which are generated using your own tracked data.
There are numerous ways action cards can be used, but some useful areas for sales teams that could help to ensure the working week starts off on a high are:
• Highlights priority tasks and deadlines: by highlighting your tasks and upcoming deadlines, you can be more productive, completing those tasks and ensuring no deadlines are missed.
• Monitors your interactions and raises any issues: relationship assistant tracks your keywords to ensure you respond accurately or flags when a potential issue arises with a stakeholder, lead or customer by analysing their keywords and tone.
• Sales or Marketing opportunities: the tool flags upsell opportunity, ensuring you can delve deeper into that prospect. Utilising insights and playbooks, you can see what the next steps should be to make the most of that opportunity for maximum profit and customer lifetime value.
• Email and meeting monitoring get nudges on emails you may have missed and gain insight into how, when and how quickly people have engaged with your emails. Relationship Assistant also monitors your meetings and calendar, providing the location/map or recommending if there should be documentation sent out in advance.
Another great thing about relationship assistant – it’s completely customisable. So you can tailor it to suit exactly what you’d like to track and what areas you’d like additional support with ensuring you maximise your working week.
2. Relationship Sales (LinkedIn Sales Navigator plus Dynamics)
Microsoft Relationship Sales fully integrates LinkedIn Sales Navigator with Dynamics 365 to unify the selling experience. Combine AI tools like relationship assistant with this data you pull in about your prospects and customers to see what true personalisation looks like. The conversations you can have with people become meaningful and impactful rather than traditional sales led calls.
These key benefits, utilised within your CRM, ensure you are equipped with the most up to date and relevant information about your prospect or customer. Relationship sales – sales navigator plus Dynamics 365 allows you to:
• Discover the right connections and understand their needs: Gain insight on who you should be connecting with. Seek out the right decision-makers and their influencers and understand their challenges and the content they are engaging with.
• Track behaviour: Keep track of prospect interactions, the information and assets you send and the types of materials that they are engaging with. For example, see who is viewing your PointDrive presentations in real-time, understand their triggers, what they spend the most time engaging with and what messages they are viewing. This really slicks up the sales process and services prospects with exactly what they need, when they need it.
3. Sales Playbooks
Dynamics 365 for Sales Playbooks are a great way to automate repeatable processes in response to a set of external events. With playbooks, automation can trigger a play that activates a set of tasks needed to remedy a situation.
Sales Manager or users with a playbook admin role can create playbook templates for common business scenarios that they or their teams regularly face. For example, if a key decision-maker leaves the business you are engaged with, you don’t lose all of that hard work and a warmed prospect. Set up a set of automated business processes within the playbook categories to create a set of business protocols for ‘Departing Decision Makers’ that creates best practice step-by-step process that can be widely replicated when the situation arises again. Assign activity to entities, log sales materials and estimate length of time needed for playbook success before sharing with teams who can launch the playbook when that particular challenge arises.
4. AI for Sales Insights
Dynamics 365 for Sales Insights empowers you to make better decisions and be more proactive in selling and building relationships. It can help you prioritise leads, and view relationship analytics visually. It delves deeper into your insights too – for example it doesn’t just tell you the score of your opportunity, but why it’s scored that way and what the suggestions are to nurture that opportunity.
Top features of Sales Insights:
• Open and build relationships: with AI, gain suggestions on conversation starters, talking points and next steps. It also allows you to see if someone else in your company is having conversations with those people so you can ensure you can be introduced/gain insight.
• Track performance: Graphically display your relationships, interactions, sales, pipeline and other key metrics to ensure you can predict next steps and spend more time on your strategy and nurturing the right leads.
• Predictive scoring: predictively score your leads and opportunities, allowing you to tailor and prioritise the activity required for this category for optimal conversion.
Ready to find out more? Redspire is a Microsoft Gold Partner CRM consultancy. We partner with the UK’s biggest brands to lead them through radical digital transformation and business improvement projects, revolutionising how they build relationships, sell and do business.
Specialising in Dynamics 365 and the limitless integrations of world-class Microsoft technologies, Redspire solve organisational business pain, improve operations and create a unified digital eco-system that can be constantly enhanced or improved as digital evolves.
With particularly strong capabilities in Financial Services, when we work with you, we become your dedicated Dynamics partner. Our client base includes Money and Pension Service, AIG Group, RPMI, Clydesdale and Yorkshire Banking Group (CYBG) and GroupM.
Download the Sales Professional’s Guide to Microsoft Dynamics 365 now, or get in touch on 0845 2268170 to speak to a member of our specialist commercial team today.
Not so long ago, digital transformation in Banking meant keeping pace throughout the third industrial revolution; meeting the digital challenge by providing basic online banking functionality that supported bricks and mortar mainstream branches. As digital evolved, account and loan applications were added, along with mobile transactional functionality to allow people to bank on-the-go. Personalisation and big data made its way into Board and Executive strategy conversations. The Retail Banking sector in particular, rose to the digital challenge, proving itself agile and adaptable to change, despite the unchartered territory of balancing strict risk and compliance controls alongside the necessary digitalisation of the customer experience.
As we enter the fourth industrial revolution, digital transformation has become a lot more meaningful and immersive than simply providing online and mobile transactional functionality. Corporate and Commercial Bankers now find their marketplace in an accelerated state of change, alongside Retail Banking and the wider Financial Services sector. AI in banking and financial services is revolutionising the industry. FinTech, InsureTech, RoboAdvice and open banking capabilities are shifting the goalposts, stealing market share from incumbent banks, building societies, credit unions, insurers et al. And doing so with a side order of brand sass that appeals to younger audiences, almost as much as their instant gratification banking services do.
So how sound is your organisation’s digital strategy?
A recent report by the Boston Consulting Group highlights that executives in the banking sector lack confidence in their organisation’s digital futureproofing. With Big Tech and FinTech threats looming, over 40% of c-suite executives in banking reported that their own organisation didn’t have a digital strategy – never mind a sound one – despite 80% of respondents being aware that digital is leading transformation in the sector. Only 20% of banking executives believe that their bank has a market-leading digital presence, with the number one barrier to effective digital transformation cited as dated infrastructure and challenging legacy systems. Yet legacy IT needn’t hold you back as you map out future transformation and it doesn’t mean you need to rip out and replace high value tech to get started. The power of Microsoft Dynamics is that you can integrate legacy data sources right into the solution for quick results, now.
The four pillars of digital transformation in Banking and Financial Services
So, it’s clear that the opportunity to thrive, not just survive still exists for hungry market players with an eye on innovation. Boston Consulting Group recommend four key pillars for effective digital strategy in Banking and Financial Services. These key priorities align neatly with Microsoft’s four pillars of effective digital transformation and provide a cohesive starting point for reviewing and renewing your digital business strategy, market position and current capabilities. The possibilities, done right? End-to-end customer-focused journeys and increased satisfaction through the latest technologies in the Microsoft stack; from a safe and secure cloud-based Dynamics 365 CRM that unifies your people, data and business processes in a single, intelligent system, to AI for customer services and sales integrations that automate processes and decision making. All driven by sound data and providing enhanced operational workflows for every single person in your business.
Why is it so important to reach digital maturity in banking and financial services now? New technologies are constantly emerging, however, only digitally-enabled organisations with the right foundational solutions in place will be able to make use of these new innovations. The beauty of Dynamics 365 cloud platform is that once implemented, it’s constantly updating. Meaning you’re always working on the latest version, and able to access new release tools as soon as they hit the market. Recent releases include live chat and SMS functionality and new Power Platform capabilities which combine Microsoft Flow, Power BI and Common Data for apps which allow an easy and powerful collaborative integration into Dynamics 365 and Office 365.
Of course, these operational changes and strategic digital improvement can’t and shouldn’t be disconnected à la carte projects and initiatives undertaken in a silo. Successful digital transformation is a unified and co-ordinated business project, created in the Boardroom as a comprehensive, enterprise-wide strategy and implemented, with a clearly defined purpose, and an industry expert and experienced external partner like Redspire supporting the process.
The four key priorities for effective digital transformation in Banking
- Reinvent the Consumer Journey
The outdated banking model is dead. Customer expectations continue to rise, desiring and demanding service and personalised sales processes their way. Seamless, safe and secure fingerprint or facial recognition log in, one-click withdrawals, remembering personal preferences at every customer touchpoint and Alexa voice integrations are the bare minimum that customers expect when they interact with their bank today. Market disrupting challengers and nimble, born-in-the-cloud FinTechs have evolved the customer journey and traditional banks, building societies and insurers should do the same to remain competitive.
Cloud-based CRM is one of the most vital tools in the innovative banker’s arsenal. Gain a single view of customers and prospects with Dynamics 365, your entire business in one neat, expandable solution. With all customer data in the one place, available to your cross-departmental agents in real time, you can exceed and delight customers with insights that sell, service and convert. Seamlessly merged with big data, business intelligence and AI integrations, your agents can pick the next best action, systems are automatically updated and your customer gets the service they’ve come to expect from Big Data players like Amazon, Apple et al.
Before kick-starting any digital transformation project, spend time selecting the right partner and mapping the customer journey collaboratively to put your customers at the centre of your business. The beauty of Microsoft’s cloud technologies are that they can be moulded and integrated to suit your bespoke needs, reimagining and redefining your customers experiences. When you understand what matters most to different subsets of customers during critical junctures in their user journey – supported by the the immense capabilities of the Microsoft stack – can build user experiences that reward, engage and create long-term loyalty. On-board a client in just a few clicks with Adobe Sign. Automate lending decisions with Flow. PowerApps and Portals connect access to Credit Reference Agencies third party tools. The limitations are endless, with a quantifiable ROI evidenced from the outset.
- Discover the power of data
What’s the point of harvesting data if you don’t harness its power? Microsoft Dynamics and Power BI reporting provide insights that help you understand your clients and prospects, uncover missed opportunities, identify high-ticket clients or cross-selling opportunities and reduce the cost of acquisition, satisfaction and retention too. Dynamics online and Power BI allow your team to create, share and view immersive visual dashboards on the go, within global geographies, and are key drivers of building consultative client relationships that last.
During a recent Dynamics 365 implementation within the small business banking division at CYBG, unifying data from legacy systems allowed Relationship Managers and Team Managers to deepen customer relationships, easily identify key accounts and identify those at risk of default or depreciation. Data precision and clarity allowed the team to gain 3,175 days in increased productivity through increased data analytics and an 11 x increase on customer outreach calls, with impressive impact on annual results too.
- Redefine the operating model.
Living in an increasingly time-poor world, consumer needs have shifted in their banking relationships. That close relationship with the bank manager has become a convenient online digital relationship that’s easily accessible via their devices as and when they need it, outreaching for that human touch only when they have more complex needs. Hybrid sales, customer service and experience operating models that are well executed can inspire loyalty and delight a customer. Executed badly, can frustrate and have them abandon ship for a competitor without even stopping to let you know where you’ve failed.
Banks who successfully combine the human touch with self-service capabilities via AI bots and custom-built portals can expect to see up to a 15% increase in revenue and satisfaction levels and up to a 35% saving in branch network costs. Utilising bionic networks, whilst being open to collaboration with other FinTechs and Open Banking players can create the high value service levels that your customers desire and create seamless services that deliver on brand promise and value.
- Build a Digital Driven Organization
The final priority of successful digital transformation in banking is facing organisational culture hurdles face on to build a digital-first business.
When you set out strategically, with board, CEO and senior executives aligned on a vision to build a digitally driven banking business, you reaffirm to your customers, your people and your stakeholders that digital transformation is a priority. You state that every action in the future roadmap leads to agile and digital-first working methods, earmark funding and help recruit the best talent and partners in the sector to make your vision a reality. It takes collective vision to shift a traditional financial provider mindset into a radically changed innovative digital culture. Strong top down leadership is vital to make success happen, with the right partner steering your vision every step of the way.
The boldest incumbents and challenger banks are taking cue from FinTechs, mirroring their agility and born-in-the-cloud best practice to overcome legacy challenges and red-tape laden showstoppers that dampen customer experiences.
Data driven customer experiences, with a human touch
Digital transformation in banking today is connected, blending people, culture and technology to provide personalised service, slick and connected operations that service the customer how they want, when they want and where they want it. It’s speedy and agile, data-driven, with a human touch. Banking executives and the c-suite are under tremendous pressure to keep up and ensure a coherent digital strategy delivers on corporate vision. For more information on improving customer experience and gaining competitive advantage in Banking, join our webinar on Thursday 20th June @ 11 am.
As we edge closer to the beginning of the new financial year, it signals the latest bi-annual update from Microsoft on the April 2019 release features for Dynamics 365 and Power Platform.
The 396-page document details new and improved features across Sales, Marketing, Customer Service, Portal, Field Service, Project Service Automation, Finance and Operations, Microsoft’s continual investment in developing the AI capabilities within the platform and perfecting the user experience that it ultimately delivers.
The first thing to note is the introduction of the new Dynamics 365 AI for Customer Service platform. The new release joins an already established suite of artificial intelligence applications designed to streamline process efficiency and provide a solid foundation to build the perfect experience strategy. Additionally, AI for Sales is being expanded to feature new predictive forecasting and a wider variety of call intelligence capabilities.
AI for Market Insights updates and correlates search data with analytics and data mined from social media integration. The new AI for Customer Insights key offering provides a very on-brand “single-view” dashboard for statistical data and shared analytics across both human and virtual interaction agents.
The technical advancements being introduced to further enhance the powerhouse that is the Dynamics 365 for Sales module comes with a real focus on collaboration, particularly in integrating with the Microsoft Teams platform. An enhanced focus on integrating LinkedIn data and technology, allows sales reps or relationship managers to view profile information with no additional configuration and subscription required. One of the most important features being a new alert/update functionality which will allow sales and relationship managers to keep up to date on any role/company change to their key contacts within the opportunities section.
New live chat and SMS options will be available as additional support channels for direct engagement and management throughout each stage of the customer journey on Dynamics 365. This is further bolstered by a crisp new Unified Interface, that allows multi session capabilities and slick switching between sessions, screen notifications, knowledge articles, preconfigured quick replies and transfer conversation that improve the flow of the experience on the customers end.
Microsoft have continued their development of the Dynamics 365 for Marketing platform with a host of further enhancements to better combine the tools available with the power of Microsoft technology. One of the key investments from the April release is the development of actionable intelligence which allows for better delivery, building of optimised target segments and supports the effective communication strategy. The solution will continue to be integrated and extended to deliver projects more efficiently and support vertical scenarios. New APIs will better enable journeys to be linked with internal business processes and create target segments programmatically. The configurable Relationship Assistant will be a huge boost to both sales and marketing functions in determining and evaluating how best to progress with a communication strategy.
With the update comes new Power Platform capabilities which combine Microsoft Flow, Power BI and Common Data Service for apps into a true world-leading suite of tools which allow an easy and powerful collaborative integration into Dynamics 365 and Office 365. There is also a huge emphasis on improvements to the usability for data and business analysts, empowering them to build higher-quality reports, apps and workflows more easily whilst still supporting the advanced demands of enterprise and administrator requirements.
Choosing the right Dynamics Partner
Choosing the right Microsoft Dynamics partner for your customer experience project is an essential part of success. It’s vital that you select a partner experienced within your sector, who understand the nuances and challenges of your business and who has references and success models within your industry. From pre-sales scoping and needs analysis to, project and process mapping and build… all the way through to implementation and beyond, a strong partner is the primary key to success.
Redspire have particularly strong capabilities in Financial Services, FMCG, Government and Third Sector and have worked on the biggest operational challenges facing these industries today. From Small Business Banking improvements at CYBG, client and stakeholder engagement at Money Advice Service and operations and field service at Golden Charter, our expertise in Dynamics 365 and the wider Microsoft ecosystem help our clients achieve operational excellence and project delivery that improves bottom lines.
We recently attended the first ever Edinburgh-based event hosted by the Institute of Sales Management
The inaugural Scotland Event showcased the dramatic change in the sales environment, as businesses spanning all industries accelerate digital transformation through cloud technologies.
Businesses today are meeting the challenge of servicing a new breed of B2C customers and B2B clients who have ever-increasing expectations and demands on sellers. This is the age of the professional consumer.
Throughout the evening, one main question was raised…
Is cold calling dying out as an introductory technique for selling?
Selling and outreach are constantly shape-shifting. With the rise in intelligent, data-driven technology and machine learning, social media platforms are intuitively becoming the go-to place for content placement and customer contact. Cold calling has become a much less popular and effective method of interaction.
In its place, social selling has become a key part of an organisation’s customer engagement strategy. Why cold call when you can outreach to a warmed prospect, and make use of insights that make the nurture and sales process easier for salespeople, marketers and business owners?
What is social selling? And do traditional salespeople need to adapt?
Short answer, yes.
Social selling is a modern approach to identifying and engaging with a custom-built audience based on your business’s target market and a great way to establish rapport, connect and verify the legitimacy of the relationship between seller and prospect. Post-purchase by Microsoft, LinkedIn is proving itself one of the most valuable sales and marketing tools for social selling, with 96% of B2B buyers seeking to read content and engage with industry leaders (Demand Gen report, 2017). Other channels also have validity, and it’s worth pointing out that the fundamentals of social selling translate well to offline relationship building.
So is cold calling dead?
Technology is driving behavioural change in buyers and sellers and it’s essential that sellers keep pace in terms of expertise and personal learning, to avoid becoming redundant. That doesn’t mean there isn’t still a place for a cold call, however where engaged, meaningful contact can be achieved easily, why reduce your chances with your prospects?
Not only does social selling give you a 360-degree view of prospects, it allows you to tailor your approach to current customers and meet their needs at the right time. The social selling model supports account-based selling and allows you to deliver hyper-relevant messaging and content that speaks their language.
Social selling for operational efficiencies
According to a recent survey by CSO Insights and Seismic, one in three B2B sales professionals said that not only was social selling increasing the number of leads they had to work with, but also the depth of the relationships they had with existing and prospective clients. Building relationships rather than leading with the hard sell allows salespeople to maximise their own efficiency by reducing the prospect research time, having a positive impact on the sales cycle.
Transactional vs Strategic Sales
Cold calling is usually a game of chance with decision makers within a company out of reach for the average cold sales call. Social selling converts the sales process from transactional and functional, to a strategic plan that provides hard ROI, produces serious wins and enhances customer experience and satisfaction.
Companies are being left behind because they’re yet to acknowledge that the buying process has changed. It’s no longer a one-way system made up of cold calls, qualifying leads and sales demos. 84% of vice president and C-level executives use online and digital media channels to influence their purchasing decisions.
When it comes to business pain, at Redspire we’ve seen it all. And help our clients UK-wide solve theirs, via our Dynamics QuickStart CRM package or phased CRM implementation.
As one of the UK’s leading CRM consultancies, we are experts in resolving the digital and data pain points that all businesses face.
Our client base share similar internal challenges, but we understand that the internal approach to resolving them may vary from business to business. Time constraints, changeable budgets and operational capacity all impact the ability to undertake a CRM implementation project, even when it’s badly needed.
That doesn’t change the fact that we are living through the 4th Industrial Revolution. Consumer expectations are at their highest, radically transforming the way businesses interact when they sell, promote and provide service. In this digital age, personalisation and customer connectivity are a fundamental business priority. And the only way to achieve them is with a fit for purpose CRM system that will unify data, streamline processes and improve productivity.
Introducing Dynamics QuickStart CRM…
Dynamics QuickStart CRM is a fixed scope, fast implementation of Microsoft Dynamics 365, built to fit your business need, type and budget. Implement a new CRM, upgrade a current CRM or entirely replace your existing system fast, for maximum impact and little business disruption.
Perfect for busy businesses who want quick improvements and results, and suitable for all organisations of all shapes and sizes – from Banking and Financial Services to Manufacturing, Government and the Public Sector – QuickStart CRM from Redspire is a quick and simple CRM solution that delivers immediate results.
If you’ve heard your c-suite leaders and department heads make any of the following statements, your business will benefit from Dynamics QuickStart CRM…
PAIN POINT 1: “There’s no single version of the truth!”
Also known as the right hand doesn’t know what the left hand is doing.
It’s surprising just how many large multi-national businesses are operating with outdated data silos and no single view of their customer across various departments. Which begs the question, how can you understand your customer, predict sales propensity and provide great service, if you can’t view their interactions with your business holistically?
If your customer, sales and service data sit on multiple databases and spreadsheets, you’re undoubtedly only skimming the surface of your sales capabilities. Whilst delivering poor service to your client base. Yet you can optimise operations fast with Dynamics QuickStart CRM. Your teams and your bottom line will benefit from a single customer view that accelerates sales, personalises service and increases customer engagement.
PAIN POINT 2: “What are the salespeople doing?!”
Also known as the boss is getting twitchy because there’s no visibility of what the moneymakers are up to.
Digitally optimised workplaces and effective data and pipeline management have been proven to make teams much more productive. Yet workforces often resist the serious benefits of a transparent CRM system for fear of big brother watching, measuring their performance and finding it lacking.
With a collaborative, visible pipeline, the improvements to the workforce, customer and management are immeasurable. Put your hands on real time reports with ease, review an up-to-the-minute pipeline status and automate business reports at the click of a button with Dynamics QuickStart CRM
PAIN POINT 3 : “Excellent – sales are up…but where are they coming from?”
Also know as winging the sales process rather than using an evidence-based approach
If you aren’t tracking customer buying patterns, sourcing lead traffic and attributing your sales to marketing touchpoints, how can you understand your sweet spot? If you don’t track the customer journey and how you win or lose, you’re undoubtedly leaving money on the table. Which makes your salespeople’s lives harder and returns poor ROI from your marketing spend. Integrate Dynamics QuickStart CRM with your existing systems to see the bigger picture and find your strengths and weaknesses. And then watch your sales grow.
PAIN POINT 4: “I’m sick of the ‘them and us’ – they’re supposed to be part of the same team!”
Also known as sales and marketing blaming each instead of working towards shared goals
Despite being part of the same organisational family, with shared business goals, Sales and Marketing teams are notorious for being the warring siblings of the business world. How often are you hearing ‘what are marketing doing, there’s no leads coming through, and when they are, they’re awful!’ Or marketing complaining about lack of sourcing and poor conversions from the sales teams?
The issue is typically lack of visibility, reporting and communication. A CRM that works for all departments, tracking campaigns, leads and opportunities will encourage a positive workforce, working together with shared vision, and MI that fosters a collaborative, data-driven approach
PAIN POINT 5: “Where’s the paper trail for this complaint?!”
Also known as lack of customer information management
We’ve all endured the customer frustration of a poorly handled complaint. It’s often just as challenging for agents trying to manage customer services issues if their organisation isn’t managing data properly. Customers need to repeat themselves each time they call or email, and your employee is on the back foot from the outset, not knowing what decisions have been made previously. With QuickStart you can automate and aggregate customer service information, so that your people always have what they need to hand, when they need it.
PAIN POINT 6: “Reporting shouldn’t be this hard. Can’t we automate it?”
The simple answer is yes. And you should be! Free up your key people’s time from hand preparing reports and get them back to their day job. With QuickStart, you’ll access management information, sales, marketing and customer satisfaction reports as and when you need them, even when you’re on the go.
Ready to find out more about QuickStart CRM?
At Redspire, we specialise exclusively in Dynamics 365, helping clients across different industries – from Government to Financial Services – transform digitally. Working with world-class tools from the Microsoft universe, Dynamics integrates seamlessly with existing operations to unify whole businesses into a single, intelligent system. Get quick installation, rapid delivery and faster return on investment with Microsoft Dynamics QuickStart CRM. Read more today or get in touch for a no-obligation chat with our consultants now.
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It’s somewhat ironic that most CRM systems were historically developed with sales and marketing in mind and yet, sales team members who love CRM are few and far between.
Here are some of the perceptions of CRM amongst sales professionals:
- Big Brother is Watching
CRM gives visibility of the sales pipeline and specific sales activities. Sales are the ultimate measure of a company’s success so it’s understandable that those figures are essential boardroom discussion points. The downside is that the Sales team can be heroes one minute, and have their performance under scrutiny the next. Businesses are never going to want to decrease the visibility of the sales team. Why would they? Dynamics 365 is about more than sales and marketing. Much more. The integrated platform is the first of its kind to glue together the final silos of data and processes of ERP and CRM bringing customer service, sales, marketing, field service, finance and operations together. One big feedback loop means business owners can see what is happening where in the business and the effect on one department to the next. Everyone in the organisation has the collaboration and insight to improve customer acquisition and retention, making it much easier for the Sales team to provide more competitive quotes, to assure the best customer service and to benefit from recommendation. Cynicism is borne of fear and ignorance. Dynamics 365 turns that on its head.
- Time…what time?
In the past, CRM systems have been a separate workflow meaning that the sales team view it with the same disdain as filling in timesheets. With the information in the mind or notebook of a sales person, it can be a bind to remember to record an email, a conversation, a new contact, a timetable update, proposal changes etc. It just feels like where data goes to die – no better than a filing cabinet. Dynamics 365 is one system. It’s the Common Data Model that is the game changer. It makes data entry more worthwhile and the effort is rewarded with tangible results.
- The Probability to Close …Maybe
Many sales people say that the forecasting accuracy of old school CRM makes too many assumptions and doesn’t allow for the nuances of human decision making. There is not a lot of room for qualifiers that explain the readiness or value of a particular milestone. Dynamics 365 is more insightful than that. It’s best to see this in action but we can assure you that it works.
- If it’s out my head, it’s in yours…
Sales people make their money through relationships – building them, converting them and nurturing them. Knowledge is currency and if they wouldn’t want a competitor to know everything, why would they want their colleague to? We can’t tell you what kind of principles you should be looking for in your business but we can tell you this. A good CRM system gives the sales team an opportunity to shine brighter, more often. Relationship building is about more than facts. It’s about rapport and relationships. Even your closest colleague cannot replicate your approach.
- Who’s in charge?
There is a perception that with a CRM system, marketing begins to control sales. Dynamics 365 recognises they are two different disciplines but there is more to unite you than divide you! Marketing is everything that you do to reach and prospect potential customers to make them aware of you. Sales are everything you do to close the sale. It’s the difference between warming up a prospect and interpersonal interaction. We also often hear that a second piece of business from an existing client was lost because they were let down on project management or customer service.
Dynamics 365 licensing means that all departments can have visibility of other departments without paying for a full subscription for that app. When departments have visibility of activities within other areas, they can predict needs, have more meaningful conversations, improve processes and approaches, and move at pace. Collaboration comes in and department blaming is shown the door.
- Dynamics 365 v Salesforce
All CRM systems are not created equally and finding the right one for you takes research. When Dynamics 365 launched, it was described in the industry press as a game changer. Every CRM system out there is looking at how AI infusion can ramp up customer insight and engagement. However, Microsoft owns LinkedIn, giving Dynamics365 a significant advantage. It’s one platform across the whole business, with user based licensing that saves money compared to Salesforce. Office 365 is key and the familiar Microsoft user interface that businesses all over the world have with Office 365 makes for much higher and smoother user adoption.
The last thing the Sales team need is another set of handcuffs. Dynamics 365 lets them really get the job done.
Find out more information by watching on our Dynamics 365 for Sales webinar.
We’re delighted to bring you another one in our interview series with Microsoft as this week our Head of Sales Tamara Phelan chats to Microsoft Business Applications Specialist Richard Gaster about process automation, simplifying data and more: https://www.youtube.com/watch?v=nT_V4VhNlZE
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