The future of sales with Dynamics 365 CRM

In today's business environment, departments such as sales and customer service are constantly evolving. Bill Gates once said that technology will make our lives easier, more productive, and more creative. This is evident in the way we now capture and access data, transitioning from mainframes to PCs, to the cloud, and now to mobile apps.

Many people in sales dislike entering data into systems. Their primary focus is on connecting with customers and managing interactions, not on administrative tasks. The customer experience is changing, with an overwhelming amount of data and digital signals. It's challenging to manage this information and ensure effective communication across departments.

Sellers need systems that provide value and are not just data repositories. Copilot is transforming this interaction by creating a partnership between humans and technology. It offers a role-based approach, summarizing information and bringing it directly to the user.

In sales, 17%* of time is spent on non-selling activities such as research, proposal preparation, and administrative tasks. Sellers need support in these areas to make their work more efficient. Tools like Microsoft 365 and Dynamics 365 help streamline these processes, allowing sellers to focus on customer interactions.

Copilot for sales

Copilot for sales integrates with Microsoft 365, providing insights and automating tasks. It bridges the gap between CRM systems and Microsoft 365, offering a seamless experience. For example, it can update opportunity cycles based on email threads, reducing the administrative burden on sellers.

Look at an example of a global company that has adopted Copilot for sales. This tool has helped their relationship managers engage with customers more effectively, freeing up time for client interactions and improving service quality. For instance, their relationship managers can now track communications consistently in one place, ensuring a connected experience for their clients.

Internally, Microsoft has seen significant benefits from using Copilot, reducing administrative work and improving data quality. The tool generates summaries of calls, picks up tasks, and creates customer-facing summaries, enhancing customer service. For example, after a call, Copilot can generate a summary, identify tasks, and create a customer-facing summary, all within minutes.

For organizations new to AI, Microsoft offers success kits with best practices and adoption guidance. These kits help organizations get started with AI and leverage its benefits.

Dynamics 365 provides a comprehensive CRM suite with Copilot features, supporting the entire sales cycle. It offers predictive models, lead routing, and prioritization, helping sellers manage their pipeline and opportunities effectively.

We can also explore the concept of autonomous selling, with AI agents supporting sales processes in the background. These agents can qualify leads and provide insights, allowing sellers to focus on high-impact tasks. For example, AI agents in Dynamics 365 can identify and convert the hottest leads into opportunities, ensuring that sellers never miss their best move.

Benefits of using Copilot and Dynamics 365 in sales

• Increased efficiency: By automating administrative tasks, sellers can spend more time on customer interactions and less on data entry.
• Improved data quality: Automated data entry and task management ensure that information is accurate and up-to-date, leading to better reporting and forecasting.
• Enhanced customer engagement: Tools like Copilot provide insights and summaries that help sellers engage more effectively with customers.
• Seamless integration: The integration of CRM systems with Microsoft 365 ensures a smooth workflow, reducing the need to switch between different applications.
• Predictive insights: Dynamics 365 offers predictive models that help sellers prioritize leads and opportunities, improving their chances of closing deals.
• Support for autonomous selling: AI agents can handle routine tasks and provide valuable insights, allowing sellers to focus on high-impact activities.

Curious about more insights? Then get inspired by our Microsoft Dynamics 365 Customer Engagement E-book. You can download the report for free here.

Get ready for the future of sales with AI

In summary, Copilot and Dynamics 365 are transforming the sales process, making it more efficient and effective. By leveraging AI and automation, sellers can focus on building relationships and closing deals, ultimately driving business success. Are you curious to find out more about the possibilities of these technologies? Reach out to our team! We are happy to look into the possibilities for your organization.

*This blog is created based on a session at Microsoft’s event ‘AI-Powered Business: Driving Innovation & Efficiency’ on December 11^th 2024.