Microsoft Dynamics 365 CRM

Microsoft Dynamics 365 CRM

Connect better with the people most important to your organisation

You will most likely be aware of how a CRM solution will help an organisation connect better with its customers, after all, its in the name: Customer Relationship Management. But TES encourage organisations to consider CRM as a tool to manage any important relationship.

TES work in partnership with organisations keen to manage internal and external relationships more efficiently and effectively. That could be a relationship with anyone from charity volunteers and fundraisers to school students and civil servants. Any relationship that matters, CRM holds the tools to manage them with clarity.

Microsoft Dynamics 365 CRM will give you an end-to-end view of your most important relationships. By connecting the core activities of your organisation with a reporting function that turns insights into actions, you’ll benefit from one version of the truth. The right solution for you is the right combination of Microsoft Dynamics 365 apps and TES add-on apps. By expanding on the standard functionality of the CRM system, charities and NFP, public, or commercial sector organisations can implement tailored solutions that identify with very specific requirements.

Microsoft Dynamics 365 CRM

Make better informed decisions

TES is committed to delivering digital transformation solutions that help organisations like yours to unlock growth potential.

A Microsoft Dynamics 365 CRM solution will house the sales, marketing, and service tasks, or the tasks specific to you that your organisation requires. It will integrate them all so that they can collaborate with one another and provide valuable insight. This insight is the bedrock of the benefits your organisation will realise.

With clear reporting on core activities and easy access to data; leaders have all the information, trends, and insights they need to inform their decision making. Automation of those activities in a CRM system will free up the time required for organisations to think innovatively on the actions they can take to grow faster.

Microsoft Dynamics 365 CRM

Everything in its right place

The Microsoft Dynamics 365 CRM solution seamlessly connects the apps that matter most to your organisation. Based on the in-depth consultation you have with CRM experts at TES, first party apps and TES add-on apps will be considered and combined. When totally unique requirements surface, TES use Microsoft Power Platform to design and develop specifically tailored apps and functionality.

Microsoft Dynamics 365 CRM architecture allows you to build your data model, create your interface, manage security, setup your relationships and apply custom rules and apps. Commercial sector organisations often find that Microsoft’s first party Dynamics 365 for Sales, Marketing and Service apps are all important tools to appease their demand for a CRM system, whereas organisations with more unique requirements such as charities and NFP organisations, or those operating in the public sector utilise TES’ expertise to develop a tailored approach.

The following apps will be considered to deliver a modern, intelligent, and unified CRM, whatever your requirements.

First Party Apps

Dynamics 365 for Sales

Traditional selling in an unpredictable environment leaves you exposed. Digital selling with Dynamics 365 for Sales alleviates rapidly changing customer preferences, and business outlook and helps you keep ahead of competitors.

This adaptive selling solution helps sales teams navigate the realities of selling in the modern world. At its core is an intelligence system, monitoring insights and actively recommending actions. These insights and actions help you become more customer centric, more efficient, and more susceptible to ways in which to save on costs.

Strategic decision making becomes easier with one comprehensive system using AI and machine learning. Keep track of every account and opportunity, turn leads into conversions and start building stronger relationships. Implementing Dynamics 365 for Sales is one step towards transforming the day-to-day activities of any business professional.

Microsoft Dynamics 365 CRM
Microsoft Dynamics 365 CRM
Microsoft Dynamics 365 CRM

Dynamics 365 for Marketing

To communicate with audiences effectively, a personalised experience across all touch points is necessary. Dynamics 365 Marketing revolutionises marketing automation, personalisation, and real-time engagement.

Dynamics 365 for Marketing allows you to implement real-time customer-led journeys, track both digital and physical channels, create content with a user-friendly editor, experiment and optimise content, and create and manage events.

Earn loyalty and trust faster with a unified, adaptable platform – a platform that allows you to build and deliver content through the right channels. Collect analytics and turn your insights into actions using AI-driven recommendations and segmentation.

Dynamics 365 for Customer Service

Built-in intelligence for Dynamics 365 Customer Service enables organisations to personalise support for every customer.

Every instance of communication, activity, and preference is centralised in one solution, so users get a full view of the customer.

These insights give users every piece of information they need to ensure they’re responding with care and knowledge to any issues, queries, and requests. Cases allow you to track these activities and derive solutions to improve your customer satisfaction rates.

Automation can free up valuable time and Dynamics 365 for Customer Service includes virtual agents to automate self-service. Rich knowledge-base portals can be built for specific customer needs, and you can provide direct access to these resources.

Equip users with the right information at the right time to tailor experiences, and leverage AI-driven insights for the best possible service to your customers.

Dynamics 365 for Field Service

When customers reach out for guidance, assistance, and clarity, Dynamics 365 for Field Service helps you provide that much needed reassurance. Leverage an ‘always on’ service to provide real-time support anytime, anywhere.

Predict, detect, and resolve service issues before they become apparent to your customer, deliver onsite customer experiences with mixed reality applications and AI scheduling, and build trust and loyalty by harnessing the right tools and information to solve issues quickly.

Customer Service managers can save time and costs by seeing at a glance where issues arise and how it affects customer satisfaction scores, and the different operations of the organisation, from production to field service support.

Using self service functions, you can automate responses to simple problems, giving you more time to respond to complex issues, and liaise with service engineers to support customers onsite in rapid time. Field engineers that encounter issues that need additional support can use Microsoft Dynamics for Field Service Remote Assist to collaborate with off-site team members with specific knowledge on the issues at hand. Remote Assist is a mixed reality application, revolutionising the way service engineers collaborate. In real-time, issues can be solved using audio, video, and augmented reality.

Microsoft Dynamics 365 CRM TES Add-on Apps

Microsoft Dynamics 365 CRM
Contact Management
Operating a single, secure database of all contacts is prerequisite of every charity. The D365 Contact Management App provides this capability, in addition to recording the relationships between contacts and the interactions occuring between them and your organisation. By working with all of the complimentary Apps such as Fundraising, Membership and Volunteer Management, a 360 degree view of contact engagement can be provided.
Microsoft Dynamics 365 CRM
The D365 Fundraising App manages all sources of donation revenue your organisation might receive, either internally sourced from the fundraising team and organisation website, or from external 3rd party sources, such online donation platforms. The App can support multiple payment methods and the assignment of donations with fund, campaign, and cost centre attributes, supporting the downstream management of donation income, including the interface to finance systems.
Microsoft Dynamics 365 CRM
Tax Efficient Giving
To maximise the benefit of fundraising activity, the Tax Efficient Giving App enables an organisation to efficiently access complimentary services such as the HMRC Gift Aid service and Give-as-you-Earn scheme.
Microsoft Dynamics 365 CRM
The Membership App provides a platform by which an organisation can configure and deliver a range of membership schemes, complimented by a portal that allows members to self-service renewals and manage their communication preferences.
Microsoft Dynamics 365 CRM
Volunteer Management
For charities that rely on the contribution of volunteers, it’s crucial that they provide a positive engagement experience that ensures the maximum benefits are achieved for both the organisation and the volunteer. The Volunteer Management App supports this function by supporting every stage of the volunteer lifecycle from on-boarding, skills and accreditation recording, through to event attendance and personalised proactive communications.
Microsoft Dynamics 365 CRM
Case Management
The Case Management App provides charities with the ability to effectively manage inbound communications from contacts. Cases can be attributed priorities, classified, and assigned to individuals or teams within the organisation, ensuring the most efficient processing.
Microsoft Dynamics 365 CRM
Sales and Subscriptions
An effective commercial operation is an essential function of a successful charity. The Sales and Subscriptions App provides the ability to sell conventional merchandise stock and also product, such as magazines, that are provided on a subscription basis.
Microsoft Dynamics 365 CRM
Event Management
Delivering events, both real world and virtual, allow a charity to maximise engagements with existing contacts and provide a platform to extend their reach to new opportunities. The Event Management App provides functionality which supports every stage of the event management process, from planning and registration, through to delivery and follow-up.
Microsoft Dynamics 365 CRM
Digital Engagement
The D365 Marketing App can support every stage of this process by: 1) Defining segments of contacts by any qualification criteria, which can include attributes of the contact record as well as related records such as Donation history. 2) Creating rich email designs with mail merge elements and focused content. 3) Deliver email communications to segments of contacts in multi-stage, branching customer journeys that can consider factors such as email recipient responses and click-through activity.
Microsoft Dynamics 365 CRM
Legacy Management
Charities which benefit from legacy income can use the Legacy Management App to manage every stage of the legacy process, from prospective opportunity to final delivery. Multiple legacy types can be recorded with associated contacts, with completed and planned activities assigned to individuals or teams in your organisation.
Microsoft Dynamics 365 CRM
Grant Management
The Grant Management App provides organisations with the ability to support both inbound grant applications and outbound grant awards. It leverages the core CRM capabilities of the system to support all grant activities with an audit log of communications, scheduled activity planning and storage of linked documents.

Power Platform

Microsoft Power Platform gives TES the capability to turn ideas and customer needs into impactful solutions. Solutions that will improve data analysis, automate processes and tasks, or solve specific challenges.

Microsoft Dynamics 365 CRM
Power BI
Microsoft Dynamics 365 CRM
Power Apps

Microsoft Dynamics 365 CRM
Power Virtual Agents
Microsoft Dynamics 365 CRM
Power Automate

TES can draw from the functionality of Microsoft apps, and its own add-on apps to develop new solutions that require a combination of specific elements to perform a new function.

TES can also use Microsoft’s Power Platform to design and develop apps from the ground-up, completely tailored to your unique requirements.

Does your organisation have unique requirements?

TES is ready when you are

Whether you’re looking to speak casually to an expert about implementing Microsoft Dynamics 365 CRM to link sales and marketing, specific organisational tasks, and relationship management, or have specific needs you would like to detail, use the form below to get the conversation started.

    Microsoft Dynamics 365 CRM


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