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Microsoft Dynamics 365 Customer Engagement

Bring your customers and business together

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Deliver unique experiences
to your customers

Enable your business to generate potential sales opportunities,
nurture leads, close deals, and build strong customer relations

Streamline business processes

Streamline business processes

Automate your team’s headaches: from lead generation to sales reports and support tickets, we can help you set up Microsoft Dynamics Customer Engagement to do all the hard work.
Personalized approach to each client

Personalized approach to each client

Get really valuable insights about your customers at every stage of the pipeline. Insight into customer buying behaviours help your teams provide the right message at the right time via the right channel.

Loyalty leading to profit

Loyalty leading to profit

The better you understand the client, the more he trusts you and the longer he stays with you. Microsoft Dynamics 365 Customer Engagement helps you to centralises data so your teams can gain a complete view of customers.

Top-notch team productivity

Top-notch team productivity

When marketing, sales, and support work as one, your business is destined for success. Microsoft Dynamics 365 Customer Engagement boosts productivity by bringing everything your teams need into a single workspace

Provide a great customer experience across all business units

Sales
Customer Insights – Journeys
Field Service
Customer Service
Improve sales performance
Microsoft Dynamics 365 Sales helps you to achieve more by defining goals, monitoring results, and providing real-time feedback and guidance. You can define objectives, monitor results, examine deviations from the plan, and alter the strategy by setting quotas and using analytical dashboards.
Increase your profit
With Microsoft Dynamics 365 Sales, you can streamline sales tasks through an integrated sales process based on best practices. Furthermore, you can simplify sales tasks with Office 365 features, where salespeople can use Excel and Outlook, without switching between applications. Get full mobility for your business: sell anytime, anywhere – even when you are offline.
Forecast potential deals

Microsoft Dynamics 365 Sales allows you to increase the conversion rate by finding and prioritizing the leads where the probability of purchase, according to the predictive data, is highest. You can prioritize customers with the help of artificial intelligence (AI) as well as machine learning from Office 365 and Dynamics 365, which shows health, risk, and the next optimal step for the relationship.

 

Get to know your customers better

With Microsoft Dynamics 365 Sales you can identify buyers and connect with them by using the benefits of the LinkedIn network. Build trust through your knowledge of specific customer needs and manage many relationships without problems using consistent data and processes.

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Sales
Customer Insights – Journeys
Field Service
Customer Service

Microsoft Dynamics 365 Customer Insights – Journeys is a comprehensive, modern marketing solution that focuses on personalized customer experience and provides exceptionally deep and versatile interaction with potential customers. Enables the marketing team to track prospective response to marketing initiatives and drive their actions in real time, creating trigger paths that reach and influence prospects across multiple engagement channels. Allows you to easily receive detailed and visual analytical reports, understand how exactly the purchase decision is made and find out which of the marketing activities involved works best.

MD 365 Customer Insights – Journeys is a platform that aggregates customer data and allows marketers to discover new opportunities to provide a personalized experience with customers in real time.

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Sales
Customer Insights – Journeys
Field Service
Customer Service
Get a 360* view of your customers

All customer service department communications will be transparent and organizationally concurrent with the sales and marketing departments.

Manage assets and equipment effectively

By connecting Dynamics 365 Field Service to your corporate ERP system, you can synchronize all financial and production data, get the ability to effectively track and manage assets, including warranty service, service, and technical support. Your specialists will be able to perform asset audits on time, will see the entire history of communications with the client, will have access to the entire history of requests, all costs associated with this client, and will be able to easily calculate the final cost of support for each asset of each client.

Diversify customer interactions

Portals dedicated to working with clients provide 24/7 communication. They allow clients to be more independent, make the work with the service department more modern and convenient. Using the portal, your customers will be able to independently monitor the service agreements accomplishment, will have access to answers to a number of questions related to the assets’ operation and maintenance, will be able to form a service request and track the status of its completion.

 

Use data base for a better decision-making

The system collects and stores all the information that allows your service department to do its job efficiently, namely: product manuals, technical support documentation, training videos on the maintenance of certain assets, a number of internal documents related to safety regulations, etc. The knowledge base can be accessed by both support representatives and field technicians.

 

Manage service orders

Dynamics 365 Field Service allows one-click creation of service orders received from a wide variety of communication channels: email, CRM systems, customer portals, social networks, etc. When forming an application, a specialist of the service department can easily and quickly track the compliance of the application with the SLA (Service Level Agreement), issue an invoice, check the components necessary to complete the ordered work availability in the warehouse, in real time receive feedback from a team of specialists who will perform this task: do they have all the resources to provide high quality services in the field.

 

Streamline your resources planning

The solution allows you to automatically plan the work of field specialists, considering skills, location, workload, etc. Convenient and visual planning panel with the ability to “drag and drop” and sort the received requests, taking into account their level of importance, right on the interactive map, makes it possible to visually track each field employee’s loading within the framework of a single workflow, and allows you to send the appropriate specialist to the location of the client’s asset on time. At the same time, the system will automatically develop and propose the optimal route, plan in advance the time allotted for the task, etc.

 

Purchase the necessary inventory and spare parts on time

The service team receives in real time all information about the spare parts that are in stock, and, if necessary, can easily and timely order the necessary parts directly from Dynamics 365, linking the purchase request to the customer service agreement.

Work from anywhere and anytime

All data in Dynamics 365 Field Service is deployed and stored in the cloud. The system can be accessed from anywhere in the world from any device that supports Android, iOS, and Windows.

 

Make strong decisions on real-time data

Built-in business intelligence provides basic review and monitoring of customer assets, including average work time and / or productivity, down to the final details. Allows you to track and analyze your customer service department key performance indicators in real time and enables you to make decisions based on real data.

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Sales
Customer Insights – Journeys
Field Service
Customer Service
Build personalized and long-term relationships with each client

The solution provides an omnichannel approach to customer service, thanks to seamless integration with digital telephony processes, chat bots, social networks, various client portals, and corporate websites. Allows you to easily communicate with customers by providing support services through the channels that customers most demanded.

Improve service level and responsiveness to requests

A unified, intuitive and flexible customer data platform (CDP) allows each employee to see the entire history of customer relationships, including information about needs and habits. Based on this data, the system automatically suggests possible scenarios for interacting with him.
All company specialists, including specialists of the first line of support, can quickly and competently respond to customer requests, thanks to automated access to a database of predictable and recurring customer requests.

Reduce the load on your support team
The use of self-service portals allows you to bring communication with customers to a new, modern level, in which customers can independently find answers to their questions 24/7, use the knowledge base, search function, and, if necessary, use the portal as a platform for communicating with other customers, consultants and experts.
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Select business processes which system should cover

I want to get better support of
Microsoft Dynamics 365 Сustomer Engagement

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Microsoft Dynamics 365 Customer Engagement

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For more information, to schedule a meeting or to calculate the cost of the project for your company, please contact us directly. Call us: +38 044 490 22 20 (UA) or +1(302)4672024 (US) or write to: crm.iwsite@innoware.com

Join the success stories!

Implementation of Microsoft Dynamics 365 Business Central at Orbico Ukraine

As a result of the implementation of Microsoft Dynamics 365 Business Central, Orbico Ukraine received a modern, reliable, and comprehensive ERP system that is unified across the Group and configured in accordance with the requirements of Ukrainian tax and financial legislation.

Thanks to the implementation of Microsoft Dynamics 365 Business Central, Orbico Ukraine received:

  • transparency of financial operations, automated online reporting, and analytics for making informed management decisions;
  • efficient warehouse and procurement management, accelerated inventory processes, integration with the 3PL provider’s warehouse program;
  • improved convenience for the finance department through building all processes based on financial accounting data;
  • logical and user-friendly interface with a role center that saves time and minimizes the possibility of human errors when working with the system.

Currently, Innoware continues cooperation with Orbico Ukraine, providing support services for Microsoft Dynamics 365 Business Central.

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Implementation of Microsoft Dynamics 365 (AX) in Elcore Group

Thanks to the implementation of the Microsoft Dynamics AX ERP system, Elcore Group now has new opportunities, in particular:

  • Obtaining prompt and reliable information on the cost of goods moving in the holding company’s movement chains
  • Scaling and management of warehouse operations
  • Obtaining consolidated information for the group of companies
  • Adding external services, such as analytics or web services
  • Management of service maintenance of the sold equipment
  • Support of 3PL (Third Party Logistic) operator functions.
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Implementation of Microsoft Dynamics AX at Zaporizhtransformator

Because of the implementation of Microsoft Dynamics AX at ZTR, a unified information environment was created for all divisions of the plant, and that is why the following had become possible:

  1. Effective sales management;
  2. Precise planning and adherence to production dates
  3. Control of production costs and products prices
  4. Quality control in different stages of production;
  5. Operational analysis of payables, receivables, delivery times;
  6. Optimization of expenses, including reorganization of the enterprise (the number of administrative staff decreased).
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Implementation of ІW HR&Payroll based on Microsoft Dynamics NAV for LEONI Wiring Systems UA, LLC

As a result of ІW HR&Payroll solution implementation, flexible tool for effective organization and HR policy control of the company has been created. In addition to primary functions, solution includes manufacturing operations and documents circulation records taking into account peculiarity of the company’s corporate policy.

Solution ІW HR&Payroll successfully solves the following tasks:

  1. Payroll calculating in accordance with legislative and managerial requirements;
  2. Personnel management;
  3. Additional remuneration and special bonuses calculations;
  4. Working time accounting at the plant;
  5. Compliance with demands of labor and tax legislation of Ukraine.
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Implementation of Microsoft Dynamics NAV in PJSC «Zhytomyr butter plant» – «RUD»

As a result of implementation of the solution, the enterprise has received transparence in commodity transportation organization, the warehouse stockpile has been diminished and the expanses have been reduced. The butter plant management has received a powerful analytical tool to predict the company’s activity, and as a consequence it had a positive effect on establishing productive relations with customers and suppliers.

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Implementation of the Microsoft Dynamics 365 Customer Service at LLC «Metinvest Holding»

Microsoft Dynamics 365 Customer Service meets the world level of project management and fully provides a high level of customer service through the provision of comprehensive, coordinated unified services. The solution contains built-in tools and technologies that allow you to develop in accordance with global trends in working with clients, focused on a high, maximally personalized level of service.Today, thanks to the use of a unified internal project management and customer service system developed on the basis of Microsoft Dynamics 365, the Metinvest team can effectively support its internal customers and conduct high-quality IT projects in all divisions of the holding.

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Implementation of Microsoft Dynamics 365 Customer Engagement in American Chamber of Commerce in Ukraine

Today, the Chamber business development department can use unified data about customers and partners, has the ability to view and analyze all information about communications with them, jointly develop communication activities, analyze the effectiveness of actions, build personalized customer paths, and, as a result, get even more customers and partners.

  1. Stabilized work of Dynamics 365 CRM applications;
  2. The functionality of the system has been improved, in particular: the process of working with new and existing customers and partners has been optimized;
  3. Customized Power BI reports, with the help of which the top management of the American Chamber of Commerce in Ukraine was able to analyze performance and profitability in real time;
  4. The CRM system is integrated with the corporate website.

Today, Innoware specialists provide the American Chamber of Commerce in Ukraine with support services for all customized functionality of CRM applications: Dynamics 365 Sales and Dynamics 365 Marketing.

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Implementation and migration to the cloud service Microsoft Office 365 in «Datagroup» PJSC

Thanks to the migration to Microsoft 365 the client was able to effectively organize the workflow with increased staff productivity and reduced costs:

  • Opportunity to continue the main business activities without financial and time losses on business infrastructure creation
  • Ready-made infrastructure due to the lack of time to build ground infrastructure
  • Uninterrupted access to working documents and corporate mail for all employees, regardless of their location.
  • All information and communications within the company take place in a single space with full respect for the security, safety, and exchange of data, including video and audio files.
  • Efficiency increase of the company’s business activities through access to data from anywhere in the world and quick communication with colleagues on all devices, including mobile phones.
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Microsoft Dynamics 365 Sales implementation at Innovations Development Lab

In just a few years, the company has grown from a small team of professionals into a market leader, and in 2020 the leaders of InDevLab faced the question of the need to automate sales management with the further building of a transparent, centralized system of communications with customers.

To ensure one of the most important requirements of the project, namely: the need to quickly launch the system, it was decided to focus on the implementation of the Microsoft Dynamics 365 Sales basic functionality and to minimize possible developments.

Today, the InDevLab team has a convenient, flexible, modern sales management tool, in which all information about potential and existing customers is consolidated, a complete and transparent work history for each of them is reflected, activities are recorded, the effectiveness of the work of managers is tracked, the contract signing process is optimized, the transfer of orders to the sales department is controlled.

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Microsoft Dynamics 365 Sales implementation at DONAU LAB UKRAINE

The implementation assumed the maximum use of Microsoft Dynamics 365 Sales standard functionality and minimization of programmable modifications.

Today, all information about DONAU LAB UKRAINE clients and transactions is consolidated in a single application. The company’s management has the ability to fully control the sale process at every stage, can assign tasks to employees and monitor their implementation. DONAU LAB UKRAINE specialists received convenient tools for accounting and planning activities and actions when working with clients, which made it possible to significantly simplify interaction with them. The company’s salespeople react much faster and more efficiently to customer requests, which helps to maintain a high level of service and constantly increase customer satisfaction

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Microsoft Dynamics 365 Portals implementation in ELCORE GROUP of companies

Dynamics 365 Portals implementation expanded Elcore Group’s online presence. Thanks to the synergy of Microsoft Dynamics 365 Portals with modern ERP and CRM systems (MS Dynamics AX 2012, MS Dynamics 365 for Sales).

On Dynamics 365 Portals self-service portal, on the personal account page, Elcore Group partners can see all the information necessary for productive and convenient work, in particular: the history of orders and settlements, price lists, including partner discounts and prices, invoices for payment, etc. All information is available in the context of dates, invoices, products, order numbers, etc. Based on all these data, any Elcore Group partner can independently form a new order and track the status of an existing one at any time of the day or night, as well as, if necessary, submit an appeal to the Elсore Group service department.

Also, within the framework of the project, the integration of Dynamics 365 Portals with the ZOOMOS. The system allows seeing which supplies detailed information about goods (attributes, descriptions, photographs) for their placement on the Portal.

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Microsoft Dynamics AX implementation at «INTERKABEL KYIV»

As the implementation result, the enterprise received the following advantages:

  1. A modern technological environment that serves all the processes of the enterprise and ensures the prompt exchange of credible information between all of its departments;
  2. A unified system for management, accounting, and tax accounting of all operations;
  3. Workshop management portal, which allows you to instantly receive information about the status of production orders, the timing of their execution, etc;
  4. Products control at all production stages in real time;
  5. The ability to quickly calculate and control production cost, as well as have a reliable toolkit for determining the optimal selling price (uniform corporate rules for controlling prices and discounts);
  6. Accounts payable and receivable effective management.
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Commercial bank gets a robust security management solution

As a result of the project, the client received a reliable solution with a number of opportunities for safe business management:

  • Unified endpoint management of both enterprise and BYO devices.
  • Gained control over security and applications.
  • Ability to use Intune application protection policies on both corporate devices and employees’ personal devices. Ensuring that all organization information is as secure as possible.
  • Manage employee access to business applications.
  • Easily deploy software and updates to business devices.
  • Saves time by eliminating the need to configure each device individually.
  • Meet legal and corporate cybersecurity requirements.
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Insurance company INGO Ukraine reveals the potential of cloud infrastructure

Thanks to the migration to Microsoft 365, the client now has new opportunities, in particular:

  • Сost optimization by choosing monthly cloud infrastructure rental payments versus on-prem infrastructure maintenance and upgrades
  • Simplification of IT infrastructure
  • A significant performance increase in daily tasks
  • Tight integration of Microsoft services
  • High-quality service and support
  • Mobility and data security
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Implementation of Microsoft Dynamics NAV in company “GfK-USM”

As a result of the rapid implementation of Microsoft Dynamics NAV, GfK Ukraine received a product for high-quality financial accounting and management. The standard functions of the Microsoft Dynamics NAV system werecouldly comply with the specific norms of management policies used by GfK Group all over the world. This allowed not to make unnecessary modifications to the system and, therefore, reduced the risks of the project and significantly reduced its duration.
  • Project management of different directions and calculation of their actual cost thanks to the correct distribution of indirect costs and determination of the profitability of the project.
  • ​Fast production of different report types
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Implementation of IW Document Flow Recognizer: AI Service at Intempus Realty

The implementation of IW Document Flow Recognizer: AI Service enables the company’s accounting department not to waste time on manual processing of incoming invoices. Today, the time of automatic processing of one invoice is 10-15 seconds, while an unlimited number of documents can be processed in parallel.

Thanks to the implementation, Intempus Realty specialists process about 1,500 invoices per month, transforming this process from labor-intensive to automated. The main convenience of the solution developed based on AI is that, at the request of the client, the model can be continued to be trained to obtain any necessary information from the invoice, as well as to automate the processing of any other types of documents.

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For over 20 years, Innoware has been transforming enterprises around the globe, optimizing business processes, implementing and supporting ERP and CRM systems for business process management, AZURE cloud solutions, Microsoft 365 for business, and Microsoft Dynamics 365.

Thanks to our unique project methodology we know exactly how to manage complex projects while ensuring high-quality implementation services are delivered to all clients.

Innoware has fulfilled more than 500 ERP projects in the manufacturing, distribution, and retail business. Our implementation management methodology is a key to achieving defined business value depending on business size, operational processes, and business niche.

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