Microsoft Dynamics 365 Customer Engagement

Bring your customers and business together

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

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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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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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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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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Push your business forward

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Years or expertise


Years Microsoft Gold Partner

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 400 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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