The new features of Microsoft Dynamics 365

Microsoft Dynamics 365 is a suite of products used by companies operating in different sectors, from energy to transport, through sports and commerce: its strength is the ability to provide insights on products and customers, offering valuable information that they are used to make decisions on how to best operate.

Wanting to frame it better, it could fall within the sphere of CRM (Customer Reporting Management) and ERP (Enterprise Resource Planning), but enclosing it in this definition would be limiting. Let’s say that this is a series of SaaS tools to manage business processes and relationships with customers and suppliers across the entire supply chain.

The platform has recently been updated with the introduction of new applications.

Dynamics 365 Customer Insights opens to B2B

Customer Insights is a system that supports companies in making sense of the amount of information they gather about customers, their preferences and their behaviors, giving useful clues to optimize communication and sales strategies.

Customer Insights was structured for the needs of B2C activities but has now been updated to meet the needs of those working in the B2B environment and wants to have a complete view of their customer base.

We welcome Dynamics 365 Product Insights

Dynamics 365 Product Insights is a new application that exploits the functionality of connected devices, giving information on the operation and performance of each object. An example of how it can be implemented comes from the Ecolab company, which makes connected dishwashers.

Thanks to Product Insights Ecolab is able to analyze any anomalies in real time (for example, example the drop in water pressure of a series of devices) so as to identify the specific models involved, find out more quickly about the causes and identify a solution.

Dynamics 365 Virtual Agent for Customer Service

The Microsoft Virtual Agent is basically a bot, which can be integrated into systems without having to write a single line of code. With just a few clicks you can create a new chatbot to support customer care and relieve you of repetitive transactions. Through the software dashboard, it will then be possible to evaluate their effectiveness through metrics such as the hours of work saved or the return on investment.

IoT Intelligence for Dynamics 365 Supply-Chain Management

IoT Intelligence for Dynamics 365 Supply-Chain Management combines the advantages of the Internet of Things and artificial intelligence. By integrating it into their systems, companies can gather information on the entire production process and thanks to machine learning algorithms, get advice on how to optimize the chain, save time and money and prevent any malfunctions in advance.

A successful example comes from the Australian Majans, which deals with the global distribution of snacks. By integrating IoT Intelligence, the company is able to verify the salt and humidity content of each package, as well as the KPIs related to machinery and production, via the connected devices.

Thanks to this application Majans was able to optimize its production chain, reducing waste and factory downtime, thanks to its predictive maintenance functions.

Dynamics 365 Commerce

Dynamics 365 Commerce is an omnichannel business solution that unifies store, back-office, call center and digital experiences such as site, apps and social networks. Useful to offer even more personalized experiences to its public and to build a better relationship with customers.

It was adopted by Ste. Michelle Wine Estates, the third American wine producer, who exploited it to offer a better user experience through all channels of communication with the public, both physical and digital.

Dynamics 365 Fraud Protection: AI to prevent fraud

Fraud in online transactions is one of the main costs for those who manage e-commerce and Dynamics 365 Fraud Protection is designed to reduce its incidence. It is based on artificial intelligence algorithms that by analyzing the behaviors in search of suspicious actions, speeding up legal operations and blocking potentially fraudulent ones.

AI contrary to the other Dynamics apps mentioned, Fraud Protection is not yet available: Microsoft has announced its release by the end of the year.