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Customer relationship management has come a long way over the past 10 years    

There are now few organisations, that don’t rely on some form of CRM system within their organisations. whether it’s to manage the sales pipeline, contacts, internal teams or to take care of more specialist functions.  

The truth is, that with the improved sophistication of CRM’s, there is very little these systems can’t do. As a result, organisations are increasingly opting for an end to end CRM solution, with complex connections to a range of business systems and most importantly, a single source of data powering the entire organisation with the powerful CRM at the core.  

But what is next in the fast-changing world of CRM? 

At Wattle we have worked with CRM’s for over 10 years. After trialling a whole host of CRM solutions, there is only one solution we recommend time and time again. 

We choose Microsoft Dynamics and are proud to be Microsoft Silver partner working almost exclusively with the Microsoft dynamics 365 platform. 

So, what’s next for Microsoft Dynamics CRM? 

1. Stylish new interfaces  

With it’s technical sophistication and extensive functionality, style isn’t always something that has come first for Microsoft and it’s CRM products, but times are about to change. 

The latest round of updates sees a brand-new user interface with a much slicker, modern feel and a new layout which focuses on more conventional user journeys, that reflect what you would expect from web experiences.  

It’s clear that a lot of thought has gone into the user journeys and learning from user behaviours. The simplicity makes all aspects of the solution feel much easier to use, even though there are even more functions than ever before to make use of.  

 

 2. Power apps   

The next generation of CRM applications is here, and this brings a very exciting time for Microsoft Dynamics users. Power Apps is a suite of apps, services, connectors and data platform that provides a rapid application development environment to build custom apps to suit, your business needs.  

Suddenly you can add new rich functions and features to your CRM integration, with a fraction of the development time. These can connect seamlessly with your data and be styled to fit with every aspect of your system. Taking this a step further, Power apps give you the ability to create totally customer app interfaces, to support the needs of your organisations. 

 

3. Data Migration Experts - Microsoft Data factory and Scribe  

Data migration is a key challenge for all sizeable digital transformation projects. As systems get older, data integrity is challenged and migrating data of varying quality poses a significant risk.  

With technology evolving at such a rapid rate and data mapping from one system to another becoming more and more complex, spreadsheets and CSV’s will no longer cut it. Instead there are an exciting range of third-party services emerging on the market to expertly cleanse and manipulate your data, preparing it, in line with the requirements of your next migration project.  

If you are already using Microsoft Dynamics as a CRM solution, there are some new updates to licencing that you should be aware of. These changes came into play in October 2019 and bought customer engagement plan licences to an end. These all-encompassing licences have been replaced with role based individual app licences, which focus on charging for the range of applications you are using as a business.  

This prevents you paying for a full suite of apps you may not be utilising, but significant changes or updates to your installation could mean regular fluctuations in billing which it is good to be aware of.  

 4. Integrations 

With an awareness of the multitude of applications outside of the Microsoft platforms that are being broadly adopted, Microsoft has created a whole host of new API’s which facilitate integrations with third party systems such as Mail Chimp, analytics and a whole host of others.  

As a development partner, we would always recommend a single source of data and utilising systems that fit within the Microsoft technology stack where possible. However, we also acknowledge that there are some systems that are embedded within company, culture that it can be too disruptive to change. These new integrations allow third party applications to interact with Dynamics data directly, which marks an exciting time and an opportunity for us to work with clients on a more exciting range of integrations.   

This marks an exciting time for CRM solutions and specifically Microsoft Dynamics, who are clearly making a marked effort to bring their solution to the forefront and respond to user needs.  

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