QGate

Author: Phil Spurgeon

  • 7 Factors to Consider when Choosing a CRM Partner (Webinar Recording)

    7 Factors to Consider when Choosing a CRM Partner (Webinar Recording)

    Are you looking to do a digital transformation? Implement a CRM? Automate your processes and optimise your business operations with technology?

    Choosing the right partner to help you do this is essential. Treat it with the same respect and care as you would a friendship, relationship, or business partnership.

    When it comes to choosing a CRM business partner, it’s essential to work with someone who understands your organisation’s culture, goals, and objectives. Technology can enable any task, but the right partner should prioritise understanding your business, not just selling you a product.

    In this webinar, we’ll discuss some of the key factors that you should consider when selecting a CRM business partner, from their level of expertise and experience to their commitment to customer support.

  • What is Business Process Automation (BPA) and how can it help my business?

    What is Business Process Automation (BPA) and how can it help my business?

    What is Business Process Automation (BPA)?

    Business Process Automation (BPA) is a powerful tool that you can use to streamline operations, improve efficiency, and drive growth. BPA involves using technology to automate repetitive tasks and introduce workflows, reducing your need for manual human intervention, and increase accuracy.

    How can I use BPA and how will it benefit my business?

    Invoice processing – Organisations spend significant time and people hours manually processing invoices. BPA can automate this by capturing invoice data, validating it against purchase orders, and routing it for approval. This can help to reduce human input errors, improve speed, and reduce costs.

    Customer service – BPA can help automate time-intensive customer service processes, such as ticket creation, enquiry routing, and response. This can help to reduce wait times and provide a more seamless customer experience. For example, a chatbot can be used to handle common customer inquiries, freeing up customer service reps to handle more important and complex issues.

    Sales – Automate lead generation, qualification, and follow-up processes, resulting in reduced time and people required to manage leads. This leads to improved conversion rates and increased sales productivity. For instance, an automated lead scoring system can be used to prioritise leads based on their likelihood to convert, making the sales process more efficient and effective.

    Supply Chain Management – Automate inventory management, order fulfilment, and shipping processes. An automated inventory management system can be used to track inventory levels and automatically reorder when stock levels fall below a certain threshold, ensuring that products are always available for customers.

    HR – Onboarding, payroll, and more can all be simplified. By automating these processes, organisations can reduce administrative tasks, improve compliance, and provide a better employee experience. For example, an automated onboarding process can be implemented to streamline the hiring process and reduce paperwork, making it easier for new employees to join the company.

      What should I consider before implementing any type of BPA?

      Process Analysis: Before implementing BPA, analyse your processes to identify which are suitable for automation. You need to identify bottlenecks in your business and which areas will benefit most from it. This analysis can help identify areas where you can improve optimise operations.

      Scalability: You need to ensure that the solution can grow with your business, and that it can accommodate changing business requirements. This is particularly important for businesses that are expanding, as they need to ensure that their BPA solution can continue to meet their growing needs.

      Integration: BPA solutions need to be integrated with other systems and applications within the business. This integration is necessary to ensure that the solution can work seamlessly with existing systems and applications.

      Security: BPA solutions involve the automation of business processes, which means that they handle sensitive data. You need to ensure that your solution is secure and that it can protect sensitive data. This involves implementing appropriate security measures, such as encryption and access controls, to ensure that data is protected from unauthorised access.

      Employee Buy-In: BPA can have a significant impact on employees, as it can change the way they work. You should ensure that employees are involved in the implementation process, and that they are trained on how to use the new BPA solution. This can help to ensure that employees are engaged and supportive of the new way of working, which can improve the overall success of the implementation.

      Cost: Implementing BPA can be expensive, and you should consider the costs involved in implementing and maintaining the solution. Be certain that the benefits of implementing outweigh the costs of living with the pain, and that the solution provides a good ROI.

        What are the future trends and innovations in BPA?

        Intelligent Automation: With the emergence of Artificial Intelligence (AI) and Machine Learning (ML), we can expect to see more intelligent automation solutions. This will involve using AI and ML to enable systems to learn and adapt to changing conditions, allowing for more personalised and efficient workflows.

        Process Mining: Process mining is a technique used to analyse business processes based on event logs. This technique enables businesses to identify process inefficiencies and bottlenecks, and to optimise their processes accordingly. We can expect to see more process mining solutions in BPA, providing businesses with valuable insights into their processes.

        Low-Code/No-Code Solutions: Low-code and no-code platforms enable users to build and deploy applications without requiring extensive coding knowledge. Microsoft PowerApps are a perfect example of these. We can expect to see more BPA solutions adopting low-code and no-code platforms, making it easier for businesses to automate their processes without requiring extensive technical expertise.

        Collaborative Automation: Collaborative automation refers to the integration of humans and automation solutions to perform tasks collaboratively. This approach can help to improve efficiency, reduce errors, and provide a better overall experience for employees. We can expect to see more collaborative automation solutions in BPA, enabling businesses to optimise their processes with the help of both humans and automation.

        Cloud-based Solutions: Cloud-based BPA solutions provide businesses with the flexibility and scalability they need to manage their processes effectively. We can expect to see more cloud-based solutions in BPA, making it easier for businesses to manage their processes from anywhere, at any time.

        So, we know BPA can help businesses to achieve operational efficiency, optimise their operations for growth, and gain a competitive edge in the marketplace. By leveraging technology to automate complex and repetitive tasks, businesses can streamline their processes, improve accuracy, and free up time and resources for more strategic tasks. This can lead to improved overall performance and productivity, allowing businesses to focus on what they do best.

      1. The 6 Elements of a Successful CRM (Webinar Recording)

        The 6 Elements of a Successful CRM (Webinar Recording)

      2. Unlock the Power of your Processes: How RPA Can Transform Your Business

        Unlock the Power of your Processes: How RPA Can Transform Your Business

        All businesses face a common challenge – they often have to deal with high volumes of repetitive tasks, which not only consume time but also lead to human errors.  

        These tasks arise due to anything from data entry, inefficient undocumented uncontrolled processes, and ineffective systems to customer needs, service inquiries and support requests. As a result, employees must spend a considerable amount of their time on carrying out these tasks, which affects their productivity and more importantly their job satisfaction. 

        Ultimately, carrying out these tasks results in a suboptimal customer experience due to delayed responses, errors, and inconsistencies in service delivery. 

        People are not cheap to employ, and neither should they be. Whether you are a services business where your people and their expertise are your product or otherwise, it is essential to keep your people for things only people can do – going that extra mile for your clients and your business. 

        In today’s digital age, customers (and employees) expect fast and seamless services that are delivered with accuracy and consistency. This means that we need to find ways to automate repetitive tasks and optimize their processes to deliver a better customer and employee experience. Not only that, but the transition to remote working has also meant businesses need to find ways to maintain their service quality and productivity in a distributed environment. 

        Robotic process automation

        Robotic Process Automation (RPA) 

        Robotic Process Automation (RPA) is an emerging technology, that is essentially the culmination of lots of different technology solutions. AI included, it can help your business automate tasks and processes, resulting in improved efficiency, productivity, and customer experience. This could be anything from a CRM, ERP or finance system to smaller activity specific applications that execute business specific needs. 

        I do feel a little uncomfortable with the use of “robotic” and “robots” to describe RPA, it does conjure images of car production lines with huge robots building cars. This is not it. Essentially, it is software typically residing in cloud platforms that uses low code no code technology that can be configured to your individual business needs. RPA is used to perform any tasks that has logic and a trigger to them removing these rule-based and repetitive tasks that would otherwise require human intervention. 

        “If a machine can do it, it will be done faster, better and more consistently with the same result every time. Automate everything! and it will increase your business value.”

        Alastair Jupp

        So, what are the benefits? 

        RPA can help free up employees’ time, enabling them to focus on more value-added activities. This improves employee satisfaction and productivity, resulting in better service delivery to customers. Second, RPA can help minimise errors and inconsistencies, resulting in a more accurate and consistent customer experience. Finally, RPA can enable businesses to maintain their service quality and productivity in a distributed environment, supporting remote work. 

        “Focus on improving customer AND employee experience, particularly in the areas where they intersect, RPA will do this for you.”

        Alastair Jupp

        I have talked about adding business value but not explained how thus far. Imagine you achieved automation in every area possible of your business, any potential buyer of your business will see the benefits of how your core business runs itself and your people are happy, engaged and focused on great customer experience building. This is valuable and it will directly impact the appeal and valuation of your business. 

        The best part about RPA is that it has developed a long way, and the pricing has reduced. It is now accessible to any ambitious business, big or small, cash rich or not, that wants to add business value, improve customer experience and ultimately, have a more satisfied workforce, happier customers, and a more valuable business. 

        More about RPA solutions 

        How we help clients implement RPA 

      3. 7 Factors To Consider When Choosing a CRM Partner

        7 Factors To Consider When Choosing a CRM Partner

        Are you looking to start a digital transformation project? Implement a CRM? Automate your processes and optimise your business operations with technology? Well, choosing the right partner to help you do this is essential. Treat it with the same respect and care as you would a friendship, relationship or business partnership.

        When it comes to choosing a CRM business partner, it’s vital to work with someone who understands your organisation’s culture, goals, and objectives. Technology can enable any task, but the right partner should prioritise understanding your business, not just selling you a product. Here, we’ll discuss some of the key factors that you should consider when selecting a CRM business partner, from their level of expertise and experience to their commitment to customer support.

        1. They look to understand your business

        They focus on understanding your organisation and how it ticks. They want to know its culture, goals, operations, customers, competitors, and difficulties. Technology can do anything you ask of it and should be treated as the enabler – not what sets the direction.

        Understanding your business and its objectives, critical activities, pain points, wish lists, future goals and aspirations is essential to saving time and budget – but most importantly in creating great user and client experience. Your business should shape the technology, the technology should not shape your business. Consider it more of a merge than system or business taking precedence, do not let your partner shape your system to their limitations in ability with the technology.

        2. They ask ‘why’ a lot

        During the discovery, scoping, building, and support stages, they should always be asking WHY you want to do something. This is not to challenge to your abilities or decision, but to seek to understand ‘why’ will enable them to use their experience to offer top guidance on an approach and budget. You may also find that why something is needed could also be “that’s the way it is”, and “because that’s the way we have always done it”, and now with technology there is a better way or it is no longer needed.

        With every step of your process, you need to ensure that something like QGate’s process methodology is applied. Can a step be removed? Can it be automated? Can it be made to be easily repeatable? You can only answer these if you are asked ‘why’ something happens that way. They keep asking you ‘why’ and challenging the reasoning to help change happen.

        3. They prioritise their customer support and aftersales

        When clients have provided positive feedback regarding the exceptional support they have received long after the completion of their projects, you are on the right track. Implementing a CRM is an investment in the future and it is essential to support, maintain and continually improve it with a partner who wants to do the same.

        A CRM business partner who emphasises the importance of aftercare is committed to the long term relationship and is determined to make sure that both parties benefit from the partnership, and are not out to make a quick buck in building your system.

        4. Their own business is in order

        It would be unwise to accept guidance and counsel from an organisation that is not managing its own business properly. Currently, the economic world is challenging for SMEs, and its unfortunate that many businesses will not survive the economic and social challenges we are all facing. Ensure your partner will still be around in years to come – financially and culturally.

        5. They have expertise and experience in multiple services

        What I’m talking about here is that your partner is an expert at building, licensing and supporting systems. Even the biggest partners cannot be an expert in every possible technology and product on offer, but they can be in how they provision that offer, and what their process is when they are unable to deliver or support. The cheapest initial service provider can’t necessarily support you longer term, particularly if they are an individual contractor or similar.

        6. They are curious about the latest technology and skills

        Technology is moving so fast in every sector, and it’s a huge job to keep up-to-date and aware of what’s coming, as well as the strategic impact of these developments and how that can affect you.

        Our QGate Intelligence program is focused on leveraging the cutting-edge concepts in the market and using them to drive our business forward, building a secure economic and cultural foundation to facilitate further growth and expansion.

        We offer these cutting-edge concepts to our clients at an affordable cost, tried and tested by us so we can all succeed.

        7. Their contracts do not prevent you from using any part of your system development if you were to part company

        It happens in the business world, whether it be due to change in leadership, change in direction or simply looking to reduce costs. At some point you may want to depart from the relationship with your provider. Statements of Work and Term and conditions can be challenging to read, let alone understand, but invest the time in finding out who owns what you are building and how that is provisioned if you were to decide to go your separate ways. We have seen this underhand approach catch out potential clients too many times and is a sad reality of the software services world for some.

        Selecting a CRM business partner is a critical decision that can have a significant impact on your business’s success. A good partner will prioritize understanding your organization’s objectives and work to build a system that aligns with your goals. They will ask ‘why’ and challenge your reasoning to drive positive change, prioritise customer support and after-sales care, and keep their own business in order. When choosing a CRM business partner, it’s crucial to find a partner who has expertise in multiple services, stays up to date with the latest technology and skills, and does not have contracts that prevent you from using any part of your system development if you choose to part ways. By following these guidelines, you can find a CRM business partner that will support your organisation’s success and growth. If QGate sounds like the ideal CRM partner for your company, contact us – we’d love to chat. 

      4. The Basics of Integration with Microsoft Dynamics 365

        The Basics of Integration with Microsoft Dynamics 365

        Microsoft Dynamics 365 is a powerful sales, marketing and customer service tool as well as a customer relationship management (CRM) solution. Microsoft Dynamics 365 integrates with a variety of other applications to streamline business processes and improve efficiency.

        How does Microsoft Dynamics 365 integrate with other applications?

        One of the main ways Dynamics 365 integrates with other applications is through the use of connectors. These connectors allow Dynamics 365 to communicate with other systems, such as accounting software, marketing automation tools, and e-commerce platforms. By using connectors, businesses can easily transfer data between Dynamics 365 and other systems, eliminating the need for manual data entry and reducing the risk of errors.

        Also, Dynamics 365 integrates with other applications through APIs. APIs, or application programming interfaces, allow third-party developers to access and use the functionality of Dynamics 365. This allows businesses to customise their Dynamics 365 implementation to meet their specific needs and integrate it with other systems they use.

        What other Microsoft applications can Dynamics 365 integrate with?

        Integration is possible internally, not just with third-party apps. It can integrate with Microsoft’s own Power Platform, which includes Power Automate, Power Apps and Power BI. Power Automate can automate repetitive tasks and integrate Dynamics 365 with other apps and services, Power Apps can be used to create custom apps to run on the Dynamics 365 platform, and Power BI can be used to create interactive data visualisations and reports.

        Dynamics 365 integration also works with Office 365 and SharePoint (both Microsoft programs) – allowing users to access Dynamics 365 data from within the Office apps they are already using. This integration allows for seamless collaboration and data sharing across teams and helps improve productivity.

        How can different industries integrate their Dynamics 365 to get the most out of their CRM? 

        There are a variety of industries that can benefit from Dynamics 365 integration with third-party applications. Some examples include:

        There are a variety of industries that can benefit from integrating Microsoft Dynamics 365 with third-party applications. Some examples include:

        • Professional Services: Dynamics 365 can integrate with customer service and support systems, such as Zendesk, to manage customer interactions, track support tickets, and analyse customer satisfaction.
        • Manufacturing: Dynamics 365 can integrate with manufacturing execution systems (MES) or enterprise resource planning (ERP) systems to manage production processes, track inventory levels, and schedule production.
        • Financial Services: Dynamics 365 can integrate with accounting software, such as QuickBooks or Xero, to manage financial data, track expenses, and generate financial reports.
        • Non-profit: Dynamics 365 can integrate with fundraising and donor management systems to track donations, manage volunteer information and manage events.
        • IT Services: Dynamics 365 can integrate with security and identity management tools, backup and disaster recovery solutions, as well as helpdesk and IT service management tools.
        • Education and Learning: Dynamics 365 can integrate with learning management systems (LMS), learning analytics and assessment tools, content creation and sharing platforms as well as accessibility and assistive technology tools. 

        Any industry that requires the management of customer or business data, automated processes and gaining insights from the data can benefit from Dynamics 365 integration. 

        These are just the basics of integration with Dynamics 365. There are endless possibilities for customised CRM systems with the apps that you need for your business. If you’re considering integrating other programmes with your Dynamics 365, and don’t know where to start – or simply have any questions, contact us – we’d love to chat. 

      5. What is Artificial Intelligence, and why is it important?

        What is Artificial Intelligence, and why is it important?

        Are you curious about the role of artificial intelligence in our everyday lives? Have you ever wondered why AI is such a hot topic right now? Artificial intelligence is quickly becoming a major part of our lives, and it’s important to understand what it is and why it matters.

         

        What is Artificial Intelligence?

        At its core, artificial intelligence (AI) is the concept of computers performing tasks that typically require human intelligence. This includes tasks such as learning, problem-solving, decision-making, and more. AI is a broad and complicated field, and it has grown rapidly in recent years. This growth is due to advances in computer hardware, software, and data science.

         

        AI can be divided into two main categories: weak AI and strong AI. Weak AI is also known as narrow AI, and it is designed to perform specific tasks. Strong AI, on the other hand, is designed to mimic human intelligence and is often referred to as artificial general intelligence (AGI).

         

        What is AI used for?

        It’s obvious that AI is something that is beneficial to companies and individuals, but what is Artificial Intelligence used for?

         

        While it has a wide range of applications, one of the most popular uses of AI is within the field of robotics. Robots are used for a variety of tasks, from manufacturing to customer service. In addition, AI is used in facial recognition technology, autonomous vehicles, natural language processing (NLP), and more.

        It’s important to note that AI is not a single technology; instead, it is an umbrella term for a range of technologies and techniques. These techniques include machine learning, neural networks, natural language processing (NLP), and more.

         

        It is also used in various fields of research. For example, AI is used to analyse large amounts of data and make predictions about the future. This is especially useful in fields such as healthcare, finance, and weather forecasting. AI can also be used to automate tasks, such as customer service and data analysis.

         

         

        AI is also used in the field of gaming, where it is used to create virtual opponents that are able to respond to the player’s actions. This technology is also used in the creation of video games, as well as in the development of virtual reality (VR) and augmented reality (AR) experiences.

         

        Benefits of Artificial Intelligence

        Using AI has numerous benefits, from improving efficiency to saving time and money. AI can help businesses automate mundane tasks, as well as gaining insights from data and make better decisions.

         

         

        AI can also be used to provide personalised customer experiences. By analysing customer data, businesses can create tailored experiences for customers and provide them with the products and services they need. It can also be used to identify customer needs and preferences, allowing businesses to better serve their customers.

         

         

        AI can also be used to improve security. It can identify and respond to potential threats quickly, allowing businesses to protect their data and networks. AI can also be used to identify fraud and suspicious activity, helping businesses protect their customers and assets.

         

        The Growing Popularity of Artificial Intelligence

        Why is AI important? In recent years, the popularity of AI has grown exponentially, which can be attributed to advances in computer hardware, software, and data science. As AI technology becomes more accessible and affordable, businesses are increasingly turning to AI to automate tasks and gain insights from data.

        The growing popularity of AI has also been driven by the availability of massive amounts of data. This data can be used to train AI models and improve their accuracy. As AI technology continues to advance, more businesses are starting to explore the possibilities of AI, from automation to predictive analytics.

         

        Artificial Intelligence and Machine Learning

        AI and machine learning (ML) are closely related technologies. Machine learning is a subset of AI, and it is used to create models that can learn from data. ML models are trained on data sets, which can be used to create predictions and recommendations. This is especially useful for businesses, as ML models can be used to identify customer needs and preferences, recommend products, and more.

        In addition, ML can be used to automate tasks such as data analysis, customer service, and fraud detection. By leveraging ML models, businesses can save time and money, as well as improve efficiency.

         

         

        AI is quickly becoming a large part of our lives, and it’s important to understand what it is and why it matters. AI is used for a wide range of applications, from healthcare to finance, and it can be used to automate tasks, analyse data, and improve security. AI is also used in the development of robotics, facial recognition technology, autonomous vehicles, natural language processing (NLP), and more. The growing popularity of AI is due to advances in computer hardware, software, and data science, and it has numerous benefits, from improving efficiency to saving time and money.

         

         

        If you’re looking to leverage the power of AI, it’s important to understand what it is and what it can do. By understanding AI and its applications, you can gain insights from data and create tailored experiences for your customers.

      6. An Introduction to CRM

        An Introduction to CRM

        In today’s digital age, it’s more important than ever for businesses to stand out and connect with customers in meaningful ways. A successful CRM system can facilitate these efforts and make your company more productive, organised, and collaborative all at the same time. The word “CRM” stands for customer relationship management. It’s a type of business software that helps companies manage interactions with customers. These systems are widely used by businesses of all sizes, from small companies to multinational corporations.

        What is a CRM System?

        A CRM system is an integrated software programme that allows businesses to manage customer relationships. Such systems are designed to improve efficiency, effectiveness, and customer satisfaction. There are six key elements of a CRM system:

        1. Data Capture: A CRM system allows you to gather data on your customers and prospects, including their contact information, demographics, and purchasing history.
        2. Data Organisation: keep your customer data organised and easily accessible, so that you can make smart decisions in real time based on this data.
        3. Data Analysis: perform data analysis on your customers and their needs, so that you can make strategic decisions about your marketing and product offerings.
        4. Data Sharing: share data with other departments in your organisation, such as sales, marketing, and customer service. This allows your employees to work from the same data set and stay on the same page.
        5. Customer Engagement: easily engage with your customers through multiple channels, including emails, text messages, live chat, and social media, so that you can provide timely and personalised service.
        6. Reporting and Analytics: track your performance and make data-driven decisions. A good CRM system will allow you to easily access reports and analytics from a central dashboard.

        Why is a Good CRM Important for your Business?

        A CRM system can help your business in a variety of ways, including:

        Improved Customer Experience: It can help you manage customer communications and ensure that all interactions are timely and personalised. This can help you reduce customer complaints and improve customer satisfaction.

        More Customers: A CRM system can aid you in being more strategic about your marketing efforts, helping you to reach the right audience and make the right offer at the right time. This will allow you to get more customers in the door and make more sales.

        Improved Efficiency: A CRM system can help you automate processes and make sure that everyone in your organisation is working from the same page, so that you can avoid costly mistakes and make better decisions.

        Better Collaboration: CRM can help you break down silos in your organisation, allowing different departments to work from the same data set and collaborate more effectively.

        Types of CRM Software

        There are two types of CRM system: on-premises and cloud-based. With an on-premises CRM (or on-site CRM), you essentially buy and install the software on your company’s server. Instead of paying a vendor to host all your CRM information, you store it on your own server, which requires a license.  A cloud-based CRM, also known as SaaS CRM (software as a service) is CRM software that is hosted on the CRM provider’s server, and accessible by its customers over the internet. Both types of CRM have different pros and cons to consider, depending on your business type, your company goals and your budget – however cloud hosted CRMs are far more common, are becoming the norm, and can be substantially cheaper to operate than an on-prem solution.

        How to choose the Right CRM for your Business

        If you’re in the process of evaluating CRM systems, you need to take some key factors into consideration first. The first is your Business Goals: understanding your business goals is the first step toward choosing a CRM system that will help you achieve them. If you want to grow your customer base, you’ll want to find a CRM system that helps you reach new customers. If you want to increase your customer retention rate, you’ll want a CRM system that allows you to better engage with your existing customer base. The next is Customer Segments: you should also consider the different types of customers that you want to reach. If you are targeting different types of customers, you’ll want to find a CRM that allows you to track and manage each segment separately. Thirdly, your Team’s Skill Sets: you should also think about the skill sets of your team members. If some members are more tech-savvy than others, you’ll want a CRM system that is user-friendly and easy to learn. And finally, Pricing: consider your budget. There are many different CRM systems on the market, and they come with different price tags. You should be able to find a CRM system that meets your needs and fits within your budget.

        A CRM system can help your business in a variety of ways, including by improving customer experience, getting more customers, improving efficiency, and better collaboration. There are many different types of CRM systems, and you should choose one that fits your business goals, customer segments, skill sets, and pricing.

        If you find yourself drowning in spreadsheets and are ready to digitally transform your business or have any questions around CRM – we’d be delighted to hear from you. Click here to contact us.

      7. How CRM can help you to deliver agile customer service and improve the customer experience

        How CRM can help you to deliver agile customer service and improve the customer experience

        Delivering exceptional customer service is more important than ever. Poor customer service creates a negative impact on your organisation, resulting in the loss of customer loyalty, repeat business, profits, reputation and even good employees.

        Ensuring that your customer service is up to scratch is more challenging as the number of communication channels has expanded. Long gone are the days of just letters, telephone calls and face-to-face interactions. Companies must now be able to deliver omnichannel service across their customers preferred routes including email, live chat, and social media.

        As the number of contact channels has increased, the challenge of storing and organising of data has also increased. The details and purchase history of a single customer may now be spread among several channels and multiple employees.

        Increasingly, businesses are looking at how artificial intelligence (AI) can help to augment customer support. Chatbots and customer self-service can be used alongside service agents to streamline and automate your response to routine customer enquiries and frequently asked questions. The benefits are 24/7 availability to your customers, fast response times and the freeing up of customer service agents to work on more complex issues.

        Achieving all of this without an effective customer relationship management (CRM) system is impossible. CRM is a powerful software solution which offers a range of capabilities to help improve your customer experience:

        • Keep in touch with your customers with personalised communications across multiple channels
        • Deliver a consistent and high-level customer experience
        • Use data to help you to understand your customers better and build targeting marketing strategies
        • Send relevant information automatically through grouping of customers or triggered by specific events
        • Provide attentive customer support by utilising automation and AI to provide swift, focussed responses to customer issues

        Microsoft Dynamics 365 CRM for Customer Service

        Microsoft Dynamics 365 provides an agile customer service solution that will increase productivity, reduce costs, identify sales opportunities and improve the customer experience.

        Deliver customer service across multiple channels
        • Provide Self-service Support – Offer your customers immediate access to the right content at the right time on the right channel
        • Personalise Customer Service Engagements – deliver consistent, connected experiences across multiple channels from a unified agent desktop
        • Empower service teams with tools for Increased Productivity – enable agents to resolve customers’ issues swiftly
        • Analyse and learn from comprehensive support insights – track success against KPIs and adapt quickly.
        Five Ingredients to Ignite Always-On Service

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        Five Ingredients to Ignite Always-On Service

        • Maintain quality of service when customer demand spikes
        • Improve efficiency and automation to reduce costs
        • Support remote teams to work effectively
        • Deliver connected, valuable customer experiences

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