|I’ve spent many years of my career in IT for the oil and gas industry. The complex industry has complex needs, especially when it comes to technology. Often, the IT department receives requests from the Sales team to find an easy-to-use tool to help manage customers and their needs. They needed a better way of reporting and tracking the lifecycle of a customer.
Many of the companies I worked with at the time were using Excel spreadsheets, which leave too much room for error and static information – and that just won’t cut it anymore. Gathering all the required information became time-consuming and for what? For a glimpse of the picture that would quickly become outdated.
The oil and gas industry is multi-faceted, from exploration and oilfield services, to transportation and refining. The industry covers a broad spectrum of services and products and its reach is far and wide. As a result, these organizations produce a lot of information. Where does one keep all that intel and data collected about their industry and customers? How can that information be used to further their business?
An ERP system, like Microsoft Dynamics 365 for Finance & Operations, can capture tremendous amounts of industry information. From products sold, to ship-to locations, billing terms, and other transactional data, but it doesn’t capture the nature of a relationship or the nuances of the customer. Microsoft Dynamics 365 for Customer Engagement (CE) and other CRM systems help organize the Sales team around their customer, identify the players, the decision makers, and the influencers. Dynamics 365 can be used for account planning and selling strategies tailored to the customer. The system ties the entire picture together – from marketing efforts, sales engagement, relationship management, and to fulfillment & customer support.
So, what are the advantages of Dynamics 365 for Customer Engagement (CRM)?
Disadvantages?Let’s face it, there aren’t really any disadvantages to being better organized, having information at your fingertips, or seeing the bigger picture. The disadvantages are more-so centered around challenges that come with implementing a new piece of technology. These challenges could include things like change management and user adoption. System implementations are typically met with some resistance to change. Going from a somewhat manual process to automation can bring about some suspicion and fear. With the proper engagement of stakeholders demonstrating the value of automation and organization with Dynamics 365, the pressures of change and system adoption should be alleviated. Training and reinforcement of processes after implementation also go a long way in keeping users engaged.
Ready to experience the advantages of Dynamics 365? Let us help.
Author: Madeline Nevill, Solution Architect
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