Frequently Asked Questions
for Dynamics 365 CRM

Yes. Dynamics 365 CRM is available in either a public or private cloud platform.

SaaS or Software as a service as it is otherwise known is the most popular deployment option. We, the partner, manage all aspects of the hosting. It can grow with your business and is paid for on a subscription basis. You do not need to employ someone internally to manage the solution as the whole process is managed through the cloud, meaning it is the most cost-effective and easiest option out there.

As part of the Dynamics 365 product suite, Dynamics 365 Business Central and Dynamics 365 CRM work seamlessly on the Dataverse platform.

For the techies amongst us, Microsoft’s Dataverse (formally Common Data Service) connects and synchronises your data between the applications to create a single view of all your customer interactions.

In real life, for end-users, it means you often can’t tell when one solution ends and the other starts.

Let’s look at an example. A salesperson needs to create a quote for a customer. He spends his day working in Dynamics 365 CRM (Dynamics 365 Sales), so he starts there. As he creates the quote against a particular customer, he picks the items to be included. As a result of the integration, the customer-specific pricing and the ship-to address is populated. Whilst the salesperson thinks Dynamics 365 CRM is doing all the work, much of the customer information is pulled directly from Dynamics 365 Business Central. All the key information such as pricing is stored and updated in just one place: resulting in less admin and greater accuracy for all!

Also, when that invoice has been posted (or is an outstanding balance), the sales resource or customer service rep is aware of this because it’s all front and centre inside of ‘CRM’. Still, of course, we know that insight is being provided by Dynamics 365 Business Central. Cool huh?

With the Dynamics 365 Outlook app, you can track emails against relevant records (i.e., accounts/contacts/opportunities/cases). You can also create records from within Outlook such as Accounts, Contacts, and Opportunities and Cases.

You are removing the need to be reliant on an individual’s inbox, and by putting data inside of CRM allows the latest info to be centrally accessible.

Dynamics 365 Sales is the latest sales functionality of what was previously known as part of Dynamics 365 CRM. It is an adaptive selling solution that helps your sales team navigate the realities of modern selling. From lead identification to opportunity tracking and then developing strong customer relationships with personal engagement, it helps boost sales productivity and performance.

Microsoft Dynamics 365 Marketing is now known as Microsoft Dynamics 365 Customer Insights - Journeys. This solution helps you deliver the right information, at the right time, to the right customer. Easily send emails to the right target audience with campaign-specific landing pages and automated follow up. Organise and manage in-person or virtual events and distribute customer surveys for customer satisfaction scoring. Use lead scoring to align sales to the right opportunities and the right time.

Dynamics 365 Customer Service delivers a centralised overview of all customer interactions to enable faster, more personalised support for every customer. Interact with customers through their preferred channel (phone, email, portal, chat, social media), intelligently route cases by topic or product, employ AI-powered virtual agents on top of the core solution to free up staff from the routine, everyday questions, and quickly train-up new staff to provide the level of excellence your customers expect.

Manufacturers and distributors have a unique set of obstacles to overcome, so they need a business software solution that helps them solve their issues and become a more profitable and efficient business. Microsoft Dynamics 365 CRM's core functionality is strong and reliable enough to manage your business activities centrally and customer accounts in one easy-to-reach place.

Sometimes customers require something special to ensure that they can become a more agile and intelligent business so they may need software tailored to a specific requirement. Tecman has developed extensions specifically created to support manufacturers and distributors that slot into the standard Dynamics 365 CRM software. The number of extensions we offer is vast, but some of our latest developments can help you manage your product samples (such as fabric swatches) easily and track whether they equate to an order. Another tracks non-conformances, allowing you to automate your quality management processes and improve your customer relationships.