Dynamics 365 Roadmap: Microsoft Dynamics 365 for Call Center

This blog is a part of our Dynamics 365 Roadmap blog series. Be sure to check out the other blogs in this series to learn more about what exciting new features Microsoft Dynamics 365 has to offer.

Microsoft Dynamics 365 unifies the best of Microsoft’s customer relationship management (CRM) and enterprise resource planning (ERP) solutions into one fully integrated cloud service. Dynamics 365 helps companies deliver amazing experiences, and build trust, loyalty and insight.

In this blog, we are going to discuss the capabilities, and why Microsoft Dynamics 365 is the go-to solution for call center and customer service divisions in different industries – particularly retail.

Dynamics 365 for Call Center

Dynamics 365 empowers customer service representatives with the right tools and information to meet ever-evolving customer demands, work productively, and deliver amazing customer experiences. The Dynamics 365 Call Center comes packed with many features, including one screen search and support for customers, order creation and cancellations, payments via credit card, creation of return orders, placing orders on hold, access to back order information, and many other features that make this module a great addition to your Dynamics 365 implementation.

Below are some Call Center-specific features that help customer service representative more effectively serve customers over the phone.

Dynamics 365 for Call Center – Supporting Omnichannel Retail

With the addition of a Call Center solution, Dynamics 365 has become a true omnichannel-supportive ERP. Dynamics AX (the previous version of Dynamics 365) supported different channels such as retail stores, online stores, and an online marketplace. But now, the Call Center offering satisfies all retail industry channels, supporting those retailers who provide call center customer service support.

Unique Customer Service Interface

The customer service user interface in Dynamics 365 is a great tool, providing a helpful place to serve customer over the phone, and answer questions quickly and effectively. A customer service representative (CSR) can use this form to search existing customers or create new customer records, and they can easily complete customer service tasks such as creating and viewing sales orders and quotes, viewing customer cases, updating customer information, inquiring about shipment and returns, etc.

Navigation path: Retail and commerce -> Customers -> Customer service

Catalog and Pricing Capabilities

Dynamics 365 also enables a CSR to take orders from a catalog that a customer has received in their mailbox. All issued catalogs are set-up in Dynamics 365 with the catalog-printed prices and promotions, and each catalog will have it’s own unique source code that is printed on the back of the catalog.

If a customer calls and wants to place an order from the physical catalog, then they would just have to tell the Source Code ID to the CSR, and Dynamics 365 will fetch the price and promotion attached to that source code. Dynamics 365 will also validate if the source code that the customer is providing is a valid source code or not by checking the target market associated to that source code.

Navigation path: Retail and commerce -> Catalog and assortments > All catalogs


RFM Analysis

RFM analysis allows for a new level of customer purchase analysis based on Recency, Frequency and Monetary activities. RFM analysis is a marketing tool that your organization can use to evaluate the data that is generated by customer purchases. This valuable information can be used to build marketing campaigns and target certain demographics based on a pre-defined period of time such as the previous quarter.

The RFM analysis tool makes loyalty programs or continuity programs automated in Dynamics 365. After you set up RFM analysis, customers are assigned a calculated RFM score as they make purchases. The RFM score can be a three-digit rating or an aggregate number, depending on how your organization has configured RFM analysis.

If your organization uses the three-digit rating, the first digit is a rating of the Recency of a customer purchase. The second digit is a rating of the Frequency with which the customer makes purchases from your organization. The third digit is a rating of the Monetary amount that the customer spends when they make purchases from your organization.

For example, a customer might have a rating of 535. If your organization has set ratings on a scale of 1 to 5, with 5 being the highest, this rating tells you the following about the customer:

  • Recency score of 5 – The customer made a purchase recently.
  • Frequency score of 3 – The customer purchases products from your organization with moderate frequency.
  • Monetary score of 5 – When the customer makes a purchase, they spend a significant amount of money.

If your organization uses an aggregate of the numbers, the scores are added together. In this case, the same customer would have a rating of 13 (5 + 3 + 5).

Order Reviews and Payments

Once a customer is done with product selection, a CSR will hit the ‘Complete’ button where he can communicate a detailed summary of charges and payments before they finally take the payment and submit the order. Workers have options for price control, and can access various data about customers, products, and prices from the sales order form.

Dynamics 365 Call Center orders make payment mandatory to obtain before submitting/completing the order, and a CSR can enter the payment directly on the order as part of order entry life cycle. An order cannot be completed without a valid method of payment; Dynamics 365 offers all payment modes for a call center to accept, including all major credit cards, gift cards, checks, etc. One order can even have multiple method of payments.

We can set-up payment mode restriction by channel – e.g. cash can be restricted for a call center channel but is deemed a valid method of payment for a brick-and-mortar retail store.

Order Price Control

Dynamics 365 enables order price control for the call center that allows price overrides control, price matching, price details and margin alerts.

We can set-up permission to allow users to override item prices, margin costs, discounts, and order charges. Overrides can be used to increase or decrease the original charge amounts at either the header level or line level of an order. To complete an override, a user must be assigned to a role that has been given the appropriate permissions. When override permissions are assigned, the maximum amount by which an override can increase or decrease costs is determined.

Rules for Fraud Alert

Another good feature that comes with the Dynamics 365 Call Center package is setting the fraud rule to alert customer service representatives of potentially fraudulent information when orders are processed. You can define specific codes to automatically or manually put suspicious orders on hold.

A separate order hold screen gives flexibility to work on hold orders separately by different departments. An active order hold can also be “checked out” to indicate that the order hold is being reviewed by a user. Only the user ID of the user that checked the order hold out can check the order hold back in. If necessary, this can be overridden by users with proper authorization.

Navigation: Retail and Commerce -> Customers > Order holds

Gift Cards

In Microsoft Dynamics 365 you can create gift cards that can be issued at one channel and redeemed at any other channel in the organization. Dynamics 365 keeps track of gift card balances, so a card can be reused until its available balance reaches zero. Funds can also be added to an existing gift card at any time. Gift cards in Dynamics 365 offers additional options that aren’t available in earlier versions of Microsoft Dynamics 365.

In addition to supporting the sale and redemption of physical gift cards, Dynamics365 lets you sell electronic gift cards in the online store and the call center. Customers can redeem electronic gift cards in any channel. To issue electronic gift cards, you must set up the gift card number template in the retail parameters form. When the sales order for the electronic gift card is invoiced, the gift card number is generated and sent in an email message to the gift card recipient.

Loyalty Cards

Configure various loyalty programs, loyalty tiers and loyalty tier rules, and issue loyalty cards in any channel as well as configure accrual/redemption of loyalty points in multichannel l gift cards. Dynamics 365 allows you to manage gift cards seamlessly regardless of channel – POS, mobile clients, ecommerce and call centers.

For questions on Dynamics 365 Call Center functionality, please contact Hitachi Solutions today.

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