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  1. Personalise the Customer Journey with Dynamics 365 Customer Insights 

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    Creative marketing strategies are necessary in today’s marketing landscape to find the right prospects and build relationships with them. Microsoft Dynamics 365 Customer Insights and Journeys can be used to manage a company’s complete marketing strategy. 

    By using Customer Insights, businesses can now quickly and easily develop multi-channel marketing campaigns that incorporate text messages, emails, web interactions, events, and bespoke channels. These solutions increase customer engagement on several channels. 

    Understanding Dynamics 365 Customer Insights 

    Dynamics 365 Customer Insights can compile information from various sources, including website interactions, and CRM systems. Businesses may obtain thorough insights into their customers’ behaviors, preferences, and interactions across various touchpoints. 

    Dynamics 365 Customer Insights fosters strong alignment between marketing and sales teams. Marketing efforts are seamlessly integrated with sales processes, ensuring that leads generated through marketing campaigns are effectively followed up by the sales team. Dynamics 365 Customer Insights and the CRM work seamlessly as one database, allowing for efficient triggers, automation, email campaigns, and more. For example, teams can easily assign activities or tasks to sales team members, such as making follow-up calls. This alignment enhances lead conversion rates and drives better business outcomes. 

    The three most important components to consider while using Dynamics 365 Customer Insights – Journeys are Who, What, and When. 

    1. Who: This represents your audience. Audiences are those segments that meet specific criteria, grouping contacts based on age, location, or income. 

    2. What: Decide what kind of message to send—whether it’s an email, push notification, or text message. You can use these channels alone or together in a single campaign. 

    3. When: Timing matters. Choose when to send messages or set triggers that automatically send communications based on customer actions or events. 

    Target customers by using marketing lists and segments 

    Choosing the right target market is essential to any marketing strategy’s success. Two of the most crucial tools Dynamics 365 Customer Insights – Journeys provides for precisely defining and communicating with your target consumers are marketing lists and segments. 

    Marketing Lists: You can target contacts, accounts, or leads directly with them. Although they aren’t as complex as segments, they are nonetheless effective for short-term tasks like sending large volumes of tailored emails. 

    Marketing Segments: These are more advanced, grouping contacts based on firmographics, demographics, or actions like sending emails or showing up to events. Segments help tailor marketing strategies to different target audiences. 

    By using Dynamics, businesses can effectively segment their clientele and execute targeted marketing campaigns that appeal to the tastes and actions of their target market. 

    Describe Customer Journey 

    Dynamics 365 Customer Insight Customer Journey

    When you begin a customer journey, you should focus on two things: 

    1) Target Customers

    Determine which contact group you want to reach out to with your marketing campaigns. 

    For example, a real estate firm uses Dynamics 365 Customer Insights – Journeys to identify possible purchasers of luxury real estate. They compile a list of individuals who have previously expressed interest in or visited open houses for luxurious properties. In this manner, they can showcase properties that fit their budget and interests in individualized emails sent to these prospective purchasers. 

    2) Marketing Activities

    Develop and implement relevant marketing activities, like email campaigns, that align with your campaign’s overall objectives and plan. 

    For instance, the real estate company develops a marketing campaign to sell a recently listed luxury home using Dynamics 365 Customer Insights – Journeys. They send targeted emails to their list of potential customers. These emails describe the house, photos, and virtual tours. By automating this, the company makes sure that every potential client receives relevant information on time, increasing the possibility that viewings and offers will be made. 

    In addition to basic journey automation, Dynamics 365 Customer Insights – Journeys enables real-time marketing with trigger-based and segment-based journeys: 

    a) Trigger-based journeys: React instantly to customer actions, such as opening emails or submitting forms, to deliver relevant and timely marketing communications. 

    For instance, during an open house, the real estate company collects contact information from individuals interested in luxury properties. Using Dynamics 365 Customer Insights – Journeys, they produced trigger-based journeys. Suppose a potential buyer registers for more details on their website. In that case, an automated follow-up email with more details about the property and a thank-you note is sent immediately. This timely response maintains the interest and involvement of the potential consumer. 

    b) Segment-Based Journeys: Target marketing efforts on particular client segments to create customized and audience-resonant campaigns. 

    For example, a real estate company finds a group of first-time buyers who are drawn to suburban locations. They use Dynamics 365 Customer Insights – Journeys to develop a segment-based journey. This journey distributes emails that include financing choices, listings of appropriate properties, and advice for first-time buyers. 

    Why you need Dynamics 365 Customer Insights 

    This is a powerful tool that may completely transform your marketing campaigns. Here’s how: 

    1. Identify and Score Leads 

    Generate and identify potential sales opportunities as leads. It helps you score these leads, so you know which ones to focus on, ensuring your sales team spends time on the most promising prospects. 

    2. Define Marketing Segments 

    Organize your contacts into logical groups that align with your marketing strategies. By defining these segments, you can target your campaigns more effectively, reaching the right audience with the right message. 

    3. Personalize Email Campaigns 

    Create personalized marketing emails that comply with legal and deliverability requirements. This ensures that your messages reach the intended recipients and resonate with them, increasing engagement and response rates. 

    4. Build Landing Pages 

    Easily create landing pages to collect information from both new and existing contacts. The data gathered can be stored directly in your organizational database, helping you build a richer profile of your customers. 

    5. Automate Customer Journeys 

    Design fully automated customer journeys that integrate email messaging, landing pages, and multiple paths managed by interactive triggers. This ensures a seamless and personalized experience for your customers at every touchpoint. 

    6. Manage Marketing Events 

    Plan and manage marketing events with ease. Define the event type, build schedules, secure sponsors, and manage event registrations all within Dynamics 365. This comprehensive event management capability streamlines the process, making your events more successful and easier to handle. 

    By using this, you can enhance your marketing strategies, improve customer engagement, and drive better results for your business. 

    Dynamics 365 Customer Insights with Metadata

    As a Gold Microsoft Partner, Metadata Technologies is a 100% CRM-focused company with 20 years of experience providing Customer Relationship Management solutions for business enterprises across the globe. 
     
    To implement the latest features in Dynamics 365 Customer Insights, connect with us.

  2. Inside Sales Executive in Kochi

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    Job Code: MT/ISE/20240807
    Location: Kochi
    Are you an experienced or aspiring Inside Sales Executive in Kochi? Metadata Technologies is looking for candidates (freshers and experienced) willing to do what it takes to leave an impression in a sales and business development role. A great opportunity to promote enterprise-class technologies be a part of an award-winning Microsoft Partner Company for CRM Solutions.

  3. Dynamics 365 CRM Technical Consultant in Kochi

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    Job Code: MT/TC/20240322
    Location: Kochi
    We are looking for an experienced Dynamics 365 CRM Technical Consultant in Kochi to join our team. The ideal candidate should possess strong expertise in customizing and configuring Microsoft Dynamics 365 CRM solutions for diverse business needs.

  4. Dynamics 365 CE Functional Consultant in Kochi

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    Job Code: MT/FC/20240802
    Location: Kochi
    We are looking for an experienced Dynamics 365 CE Functional Consultant in Kochi to join our team. The ideal candidate should possess strong expertise to design, implement, and optimize CRM solutions for diverse business needs. The role comes with an opportunity to relocate to Dubai after successful completion of probation.

  5. Dynamics 365 CE Functional Consultant in Dubai

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    Job Code: MT/FC/20240726
    Location: Dubai
    We are seeking an experienced Dynamics 365 CE Functional Consultant in Dubai to join our team. The ideal candidate should possess strong expertise to design, implement, and optimize CRM solutions for diverse business needs. The consultant will play a critical role in translating business requirements into effective solutions within the Dynamics 365 CE platform.

  6. Accounts cum Admin in Dubai

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    Job Code: MT/ACA/20240802
    Location: Dubai

    We are looking for dynamic professionals who have proven experience as an office admin, office assistant, Accounts cum Admin in Dubai, or any similar role.

  7. Exploring Microsoft Dynamics 365 2024 Releases

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    Microsoft Dynamics 365 2024 releases will be available from April through September in wave 1.

    The release wave 1 brings strong new features to Dynamics 365 Sales, Customer Service, and Field Services, utilizing the strength of Microsoft’s cloud infrastructure and AI capabilities. These changes will redefine consumer interaction, streamline business processes, and boost productivity.

    In this blog, we will delve into the key innovations in Microsoft Dynamics 365 2024 releases.

    Sales and Customer Insights

    Microsoft’s next-gen AI can change the way sales, marketing, and customer service teams work together. Let’s see how the latest releases in Copilot can transform business processes:

    1. Marketing Campaigns Made Easy

    Now with Copilot, marketers can tell the system what outcome they want to achieve. For instance, type into the Copilot to create a campaign to generate 200 leads from the existing customers list. In minutes, they receive a new project board. The project board provides a central location to manage these key elements of a campaign like the audience, mail content, and customer journey.

    Project board suggesting Audiences, Emails, and Journeys.
    Project board suggesting Audiences, Emails, and Journeys.

    2. Custom Image Generation

    The integration of Typeface in Microsoft Copilot allows for the creation of personalized images for your brand, tailored to different audiences. With this feature, you can isolate branded elements from images and generate or edit around them. You can easily edit images using prompts within Copilot, requiring no special photo editing skills.

    You can easily create and edit images using prompts within Copilot.
    You can easily create and edit images using prompts within Copilot.

    3. Personalized Customer Engagement

    Copilot combines data from customer insights, with experiences from Teams, Outlook, and Word. With the help of Copilot the seller has all the info in one place including pipeline, suggested actions, deals and progresses, real-time insights on key accounts, and so on. This helps the salesperson to personalize customer engagement.

    View pipeline, suggested actions, deals, progress, and real-time insights
    View pipeline, suggested actions, deals, progress, and real-time insights.

    4. Retrieve Lead Summary

    Using natural language, the seller can ask Copilot to find the leads with a high probability of making a purchase. It then shows the list of leads that had some kind of recent activity with the company. From there, the seller can select a lead by clicking on it and Copilot automatically presents to the seller the lead summary.

    5. Schedule a meeting with Copilot

    With the help of Copilot, the seller drafts a personalized invitation email and can attach documents from the same screen without the need to exit the application. Once the receiver accepts the invitation, the seller receives a recommended action to qualify the lead and book the meeting.

    6. Create meeting recaps and summaries

    Users can utilize Copilot to automate the creation of meeting recaps and summaries. It uses AI to highlight key sales action items and update opportunities with insights captured from the meeting directly from the summary page.

    Watch the latest releases in Dynamics 365 Sales and Customer Insights linked below:

    Dynamics 365 Field Service

    With this release, the new additions are as follows:

    1. Optimize Field Agent Placement with AI Recommendations

    Use field service within the Teams app to manage incoming work orders. Instead of manually assigning the work to a technician, Copilot can recommend one by looking at the right combination of skill location and availability.

    Copilot suggests the list of available technicians
    Copilot suggests the list of available technicians.

    2. Copilot capabilities within the Mobile App

    The technician can now receive the work order through his mobile app. It includes details like service address, customer contracts, and other info about the job. Rather than reading through everything, he can ask Copilot to generate a summary of the work to be done. The summary gives technician key account information like equipment needs, operating hours, additional service opportunities, and so on.

    3. Add and manage external contractors

    The Microsoft Dynamics 365 2024 release offers the feature of adding external contractors as frontline workers. Field Service now enables businesses to integrate and manage external contractors alongside their internal frontline workers within the platform. This allows for streamlined coordination and allocation of tasks to both internal staff and external contractors.

    Watch the latest releases in Dynamics 365 Field Service linked below:

    Dynamics 365 Customer Service

    The Microsoft Dynamics 365 2024 releases in Customer Service are:

    1. Copilot drafted knowledge articles

    This feature uses AI to draft knowledge articles more efficiently. For instance, customers frequently ask a customer service agent about setting up a new product. Instead of writing a knowledge article from scratch, the agent can use Copilot to draft the article. The agent simply describes the setup process in natural language, and Copilot generates a well-structured draft, which the agent can then refine and publish.

    2. Proactive Copilot Suggested Prompts

    If this feature is enabled in the Customer Service admin center, automatic prompts provide contextual suggestions to agents. For instance, agents can use Copilot to draft emails by selecting from predefined prompts that include common support activities such as “suggest a call,” “request more information,” “empathize with feedback,” or “resolve the customer’s problem”.

    Automatic prompts provide contextual suggestions to agents
    Automatic prompts provide contextual suggestions to agents.

    3. Extend Copilot’s Functionality with Plugins

    You can now use Microsoft Copilot for Service with your external CRM. Connect to external data sources, and you can use them across Copilot to ensure agents have a consistent experience anywhere they ask for a service-related question.

    4. Unified Routing Capabilities

    This feature facilitates matching the customer with an agent based on factors like sentiments, skills, language, workload, and real-time availability.

    Microsoft Dynamics 365 with Metadata Technologies

    Microsoft Dynamics 365 2024 releases have brought to the forefront the transformative role of Copilot in empowering employees across various business functions. A significant 68% of Copilot users have reported that it helps them jumpstart their creative process.  70% of users have acknowledged that Copilot has boosted their productivity.

    This release wave has also seen the expansion of Copilot into specific business functions, providing tailored assistance for different roles. This includes the introduction of Microsoft Copilot for Sales, Microsoft Copilot for Customer Service, and Field Service.

    To implement the latest features in Dynamics 365 across Sales, Customer Service, and Field Service, connect with us.

  8. Dynamics 365 Finance & Operations Consultant

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    Job Code: MT/F&O/20230822
    Location: Kochi, Kerala
    We are seeking an experienced Dynamics 365 Finance & Operations (F&O) Consultant to join our team. The ideal candidate should possess strong technical expertise in Dynamics 365 F&O implementation, customization, and integration. The consultant will play a critical role in translating business requirements into effective solutions within the Dynamics 365 F&O platform.

  9. Business Development Executive

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    Job Code: MT/QBDE/20230906

    Location: Doha, Qatar
    We are looking for smart business development professionals to collaborate with us to build solid pipelines & boost sales for Property-xRM in Doha.