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Microsoft Dynamics 365 for Call Centers is a Complete Cloud Solution

Updated: May 5, 2020

In this day and age, running a call center is no easy task. You need a software solution that can bring together all the aspects of your business into one unified, highly effective system.

Microsoft Dynamics 365 is just what you’ve been looking for. Dynamics 365 brings together Microsoft’s outstanding customer relationship management (CRM) features alongside its enterprise resource planning (ERP) capabilities. The result? A fully integrated, comprehensive cloud computing solution. Dynamics 365 can help your company fulfill the needs of your customers in new and exciting ways.

If you’re searching for software that can perform every task your company needs and then some, look no further. We’ve put together this guide to walk you through exactly how Dynamics 365 can integrate with the demands of your call center. Keep reading to learn more.

Dynamics 365: The Solution for Your Call Center

Years ago, the level of custom support that the average consumer expected from a call center was fairly low. These days, though, things have changed. Consumers expect your customer service representatives (CSR) to solve all of their problems, regardless of how complex they might be.

Dynamics 365 makes it easier to achieve these lofty goals. With Dynamics, your customer service reps have access to simple but powerful search and support tools that allow them to view orders, make edits, search through customer profiles, access cancellations, enact credit card payments, and more.

The Industry’s Best Customer Service Interface

It’s not just that Dynamics 365 users have lots of tools at their disposal when it comes to call center integration. On top of this, Dynamics offers the best customer service interface in the business.

With its unique interface, Dynamics makes it easy for your representatives to access customer data and provide them with quick and accurate answers to their questions. In addition to viewing previous data, your reps will be able to both view and create orders and quotes, update an individual customer’s contact info, look into shipment details, and more.

Review Customer Orders and Payments

With Dynamics 365, your CSRs can review a customer’s order before submitting it. This reduces your company’s return merchandise authorization (RMA) rate, which results in significant savings over time.

Unlike some call center solutions, Dynamics 365 makes it easy for a CSR to enter a customer’s payment info over the phone. This means that a customer can complete a payment for a new product as part of their call.

Plus, Dynamics offers a variety of payment options. In addition to credit cards, customers can pay with checks, gift cards, and more. It’s even possible to limit payment methods to certain channels in Dynamics. This means that a store with both physical retail locations and call centers can limit cash payments to in-person transactions, or make it so that gift cards are only redeemable online.

Gift Cards

Wondering how your company could actually introduce gift cards as a payment method? With Dynamics, it’s easy. Dynamics allows you to create and track gift card balances for each and every one of your customers. Adding funds to a gift card is easy and can be done at any time, making them incredibly flexible payment methods.

Your organization isn’t limited to physical gift cards, either. With Dynamics, your customers can purchase electronic gift cards via your online store or over the phone. These gift cards can then be redeemed anywhere: online, in person, or via your call center. Electronic gift card details are forwarded to your customers instantly via email.

Price Control

Your CSRs need the ability to enact price control on the fly, especially in today’s rapidly changing retail landscape. Being able to offer a customer a promotional discount or price matching is essential. With Dynamics 365, your organization can set up specific permissions to allow your representatives to enact discounts, price matches, price overrides, and more. The ability to perform these types of actions can be tied to a specific permission level, ensuring that you maintain control over CSR decisions related to offers and discounts.

Fraud Alert

When it comes to protecting your customers and controlling costs, it’s important to stay on top of potentially fraudulent transactions. Dynamics 365 gives you the ability to set various fraud rules which will alert your customer service representatives to suspicious activity. Orders can be placed on hold, and a dedicated screen for held orders allows for collaboration across departments. An order hold can even be “checked out” by a specific user in your system, allowing you to freeze an order status while it’s being reviewed by one of your team members.

Pricing and Catalog Access

Aside from in-person retail stores, the majority of shopping takes place via the web. That said, a significant number of consumers still review a business’s inventory via a physical product catalog and opt to order over the phone. With Dynamics 365, your customer service reps will have the ability to access the prices and promotions associated with printed catalogs. When a customer provides one of your reps with the source code ID on the catalog they received, the representative will be able to access the unique pricing or offer associated with that particular catalog.

Omnichannel Retail Services with Dynamics 365

Dynamics AX, the previous version of Dynamics 365, offered support for a variety of sales channels. These included things like physical retail stores, online stores, and more. While this support was enough for many businesses, there were still major gaps in the service -- especially when it came to businesses with call centers.

Now, things have changed. Thanks to new updates in Dynamics 365, retailers offering call center services are fully supported by the Dynamics software suite.

Recency, Frequency, and Monetary Activities (RFM) Analysis

When it comes to analyzing customer activity and custom tailoring your company’s marketing efforts, data is king. With Dynamics 365, your organization can drill down into customer behavior with analysis based on Recency, Frequency, and Monetary Activities (RFM). With RFM, an individual customer’s purchase history can be used to develop targeted marketing efforts aimed at maximizing conversion and return on investment (ROI).

Customer Loyalty Programs

Looking to implement a customer loyalty program? With Dynamics 365 and RFM, it couldn’t be simpler. Dynamics will assign a specific RFM score to each of your customers. This score reflects that customer’s activity based on how recently they’ve made a purchase, how frequently they buy from your company, and how much money they tend to spend per purchase (or across multiple purchases). The resulting score allows you to present each and every customer with unique offers based on their purchase history and habits. With the right loyalty program, you can significantly increase your customer lifetime value (CLV).

Get Started with Dynamics 365

Are you ready to take your call center to the next level? JourneyTEAM is here to help. Visit our website at, or call us at 800.439.6456 to get started.