Discover Relationship Intelligence in Dynamics 365 to optimize follow-ups, engagement, and relevant communication.
Microsoft Dynamics 365 offers so many tools that are intended to improve organizational processes and relations with clients. One of these elements is the relationship insights that work with artificial intelligence and machine learning to provide you with information concerning your customer.
That is why the emphasis is made on data—the content of the email, appointments, and other interactions, which is used for strengthening the communication processes and decision-making.
Here below I have given the detailed report on how relationship insights can be used optimally in Dynamics 365.
What is Relationship Insights in Dynamics 365?
Relationship Insights is a set of tools in Dynamics 365 that uses artificial intelligence to analyze SA and interaction data to understand communication and then pass back insights to the sales coordinator or the customer service executive, as the case may be.
It involves data from Microsoft Dynamics 365, Microsoft Exchange, and Office 365 to get the needed understanding of your customers’ needs for making some decisions.
Key components of Relationship Insights include:
- Relationship Assistant
- Auto Capture
- Email Engagement
All of these tools complement each other to assist in relationship monitoring, interaction tracking and in turn, improving the communication you have with the customers.
#1. Relationship Assistant
It indicates that the relationship assistant offers planning and execution ideas based on the customers’ engagement. You can even get a snapshot of your email, meetings, and CRM activity and then get advice on what you should be doing next.
For instance, it might suggest that you reconnect from a prior lead that you’ve missed or suggest that it remind you of the scheduled meeting with your crucial customer.
Key Features:
- Reminders: Mobile notifications for tasks, new emails or meetings associated with a specific customer.
- Next Best Actions: The assistant is the one who provides recommendations on certain matters like writing an email follow-up, making an appointment and handling inquiries.
- Opportunity Tracking: It reminds you when some lead or opportunity may have been inactive for some time.
- Customizable Alerts: Because the alerts are delivered to customer service representatives and other relevant employees, it is best to make the alerts customer event-based, basing them on customer actions that relate in some way to the business processes of your company.
#2. Auto Capture
Auto Capture is useful in tracking the emails and the interaction that revolves between your team and your customers.
It learns from Microsoft Exchange which emails and meetings are more relevant and then decides from these interactions which of them should be saved to Dynamics 365.
This reduces the time taken to enter data physically on the system, while it also guarantees the accuracy of customer records.
Key Features:
Automatic Email Tracking: Every single email that is done vis-à-vis the contact entails automation that ensures that records in Dynamics 365 are matched to the relevant emails.
- Meeting Capture: Any meetings or appointments of a contact or an opportunity being created get automatically added to the list to track them.
- Data Security: Auto Capture makes certain that data is saved securely and you can decide on the interactions to be captured in Dynamics 365.
#3. Email Engagement
Email Engagement provides you with communication interactions and engagement records, like if a customer read the email, clicked something in the email, or replied to the email.
This feature is very important for sales, marketing, and success departments whose main goal is to control emails’ effectiveness and follow-ups.
Key Features:
- Email Tracking: Being informed as to whether an email was actually opened or links were clicked.
- Follow-up Recommendations: It tells when to follow up depending on the level of the customer’s interaction with the email.
- Scheduled Sends: Send your emails at the right time; by doing so, you’ll be able to know when the customer will be up and available to view them.
- Template Management: Emails serve as an effective and efficient way of communicating effectively within the team; use and adapt the following templates.
Best Practices for Making the Most of Relationship Insights
In addition, relationship insights enable an enhanced level of segmentation of the customer. In this way, on the basis of the data given by the relationship assistant, you can properly address the customer according to his/her needs and the characteristics of his/her behavior.
For instance, if the assistant increases the pressure by saying, ‘The customer has not responded to the quote’, you can formulate a message that should directly scroll their problematic or appealing buttons.
The Relationship Assistant assists you in not missing any sales leads. Using specific filters, it is possible to create personalized notifications, so you will never miss an important communication step with your potential clients.
For instance, if a lead has not interacted in several days, the assistant is likely to notify you to make a follow-up, thereby raising your sales conversion rates.
Email engagement will help you track the effectiveness of your emails while they are being delivered. This helps you to be specific with how you communicate to your targets.
For instance, if you make a conclusion that more people open emails in the morning, you can send out corresponding emails in the mornings.
Likewise, if internal hyperlinking within the email fails to attract a click-through, then maybe the messages being put across are not relevant, or better yet, the content being relayed is not compelling enough.
It is also equally challenging, as one of the most time-consuming duties of customer relationship management is record updating.
Auto capture allows Dynamics 365 to recommend interactions to be included in the system, reducing your team’s workload of manual data entry. This way, your records will never be off and your team can devote their efforts where they belong—to your customers.
Some of the information that Dynamics 365 sends is not only for enhancing the operation of the communication; it also assists in decision making. This allows you to see previously hidden aspects of the flow of customers through your business and leads to the possibility of sales process optimization, customer service enhancement, or even the discovery of new markets.
That is, if your sales team has been successful in closing deals with the customers who are highly active in receiving the content through the email, this may mean that the email nurturing campaigns are effective and should be incorporated more in the strategy.
How to Set Up and Configure Relationship Insights
With Dynamics 365 Relationship Insights are very easy to set up but need system administrator access.
- Enable the Relationship Insights Feature: To access each of these, sign in to Dynamics 365, then go to Settings > Administration > System Settings. Next, go to the Previews tab and turn on Relationship Insights.
- Configure Email Engagement: On the Settings > Email Configuration page, you have the option of enabling the email tracking and engagement options.
- Set Up Auto Capture: Go to Settings > Administration > Auto Capture; select the email server and make sure that all the interactions are recorded automatically.
Relationship insights available in Dynamics 365 give organizations an essential instrument to improve customer relations and make decisions based on data.
Through the use of big data, improved insights, and the use of AI, along with monitoring and automation of data capture and engagement, businesses can enhance efficiency.
Yet even if you’re just a salesperson trying to sell more products or a customer support specialist who wants to improve your interactions with customers, Relationship Insights provides a set of tools that can change your daily tasks.
Using a personal approach, managing opportunities actively, and using email engagement analytics, you can maximize the benefits of this great tool and advance your business.
Feel free to contact us for SaaS content marketing services and Follow us on Facebook.
