How Technology Can Drive Your Customer Service Transformation

As a result of the recent global pandemic, digital transformation is becoming more and more popular among companies to adapt to our new market reality. What’s interesting about this is, however, is that it’s not the companies that are driving this change. Instead, this change is being driven by today’s customer.

In today’s world, customers expect transparent and quick communication, relevant information to what they’re doing anytime, anywhere and in the format and on the device of their choosing. It's their journey that should dictate your service strategy. And in order to keep up with unexpected events and the connected customer, your business must embrace technology to deliver unmatched customer experiences during this time.

Fortunately, putting the customer first is already at the center of many organizations’ strategy. The challenge that remains is which digital CRM tool can deliver accurate and consistent information for a seamless customer experience?

How Technology Can Drive Your Customer Service Transformation

Meeting Customer Expectations with Microsoft Dynamics 365 Customer Engagement

Beyond being a cloud leader, Microsoft is also known for their business productivity tools. Tools that facilitate collaboration, increase productivity and reduce costs. More companies are choosing Microsoft technologies to enhance their customer experience because of the integration of the technology across sales, service and marketing. Microsoft Dynamics 365 Customer Engagement (D365 CE) provides companies with a unified platform that’s optimized for any mobile operating system or device. Combining sales, marketing and service into one system enables you to personalize customer experiences and accelerate your sales process. D365 CE insights and data can also be shared with your ERP application that manages finance and operations. In addition, Power BI can easily integrate for visual reporting in the click of a button.

Getting Started

Digitally transforming your customer service offers your organization an opportunity to understand the modern-day buyer, engage with them, and deliver on their expectations. But why do some digital transformation efforts succeed while others fail? To help you succeed, here are three ways to help your business get started with your new sales and service technology.

  1. Instead of purchasing on-site solutions, think modern cloud solutions instead, like D365 CE. Cloud solutions enable you to be agile and meet customer demands quickly. In addition, you’re automatically updated to the latest features, so you never fall behind.
  2. Personalized experiences are what your customers have come to expect. Use the data within D365 CE to evaluate previous correspondence, purchase history and customer behavior to tailor every communication and interaction.
  3. Today’s customers want seamless experiences and communications regardless of channel. Consider how you can tie all of your company’s digital channels together in order to provide a single, user-friendly customer experience.

By focusing on these three factors and upgrading your technology to drive your customer service transformation, you will help your organization embrace a new digital landscape. Results will be exceeding customer expectations and improving the overall customer experience.

Have you started your digital transformation journey? Contact us to understand how you can get the process started and what benefits you will experience.

Author: Randy Garrett, Managing Director

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