3 ways Microsoft Dynamics 365 can improve the customer experience

Ryan Plourde
| 11/1/2018
3 ways Microsoft Dynamics 365 can improve the customer experience

Want to deliver a better customer experience? Consider these questions:

  • Do you appreciate companies that recognize you as a valued customer?
  • Would you prefer to explain a request once, rather than to each new person you speak with?
  • Would you like to know that someone is following up on your requests?

Most likely, you and your customers would answer “yes” to these questions. These days, when customers have so many choices and can defect with the click of a mouse, it’s critical to provide the level of service they expect. Even a small increase in customer retention can increase an organization’s profitability.

Customer loyalty doesn’t just happen. Each customer has many different requirements, so having a well-planned strategy is important. Here are three ways the Microsoft Dynamics 365™ solution can help:


Whether a customer phones, emails, or submits a question through the company website or social media, the person or team managing each relationship needs to be familiar with the customer’s history. A detailed view of what has transpired with the customer paints a more complete picture and can help improve the relationship.

Thanks to an intuitive Microsoft™ Office-style interface, Dynamics 365 users typically can find information quickly. Dynamics 365 offers immediate access throughout the organization to all pertinent customer information, so customers won’t have to repeat the same information to each new person who interacts with them.

Personalized communication

Being proactive by being able to say, for example, “Hello, Mr. Smith. I see you recently returned a product that wasn’t quite right for your application. May I assist you with determining an appropriate replacement?” rather than, “Hi, Mr. Smith. How can I help you? Are you a new or existing customer?” can go a long way toward preventing frustration and easing resolution. Personalizing communication can help build customer satisfaction and loyalty.

Dynamics 365 provides access to the information in each customer’s record so users can tailor their messages and responses accordingly. Users can draw on information such as past interactions, buying habits, preferred products and services, successful marketing approaches, and other helpful data the organization chooses to track in Dynamics 365.

Rapid response

When customers encounter a problem, they want to be able to contact the company and get the problem resolved quickly. Frustration drops significantly if customers receive an acknowledgment that their request has been received and someone is working on it.

By specifying routing rules in Dynamics 365, users can make sure multiple people in the company can view and manage the support request. Web portals in Dynamics 365 allow the customer to submit a support ticket; workflows can be set up to generate an email acknowledgment to reassure the customer that the request has been received and is being addressed. 

Comprehensive CRM

For more than a decade, Crowe has implemented comprehensive customer relationship management (CRM) systems designed to help companies leverage technology to create a better customer experience. In addition to helping clients tap into the outstanding CRM tools in Microsoft Dynamics 365, our versatile team can help build a strategy for increasing customer retention.

Visit CroweCRM.com for more information about Crowe CRM services for Microsoft Dynamics 365 software. Have a question or interested in evaluating the CRM functionality in Microsoft Dynamics 365? Contact us today.

Microsoft, Microsoft Dynamics, and Microsoft Dynamics 365 are either registered trademarks or trademarks of Microsoft Corp. in the United States and/or other countries.


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Ryan Plourde
Ryan Plourde
Principal, Microsoft CRM Leader