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Microsoft 365 Copilot meets Dynamics 365: making work efficient and everyday working life effective!
07. March 2024
Microsoft Copilot has been moving us forward in the truest sense of the word since summer 2023. Back then, we provided detailed information about the groundbreaking innovations in the Dynamics environment. A lot has happened since then and sometimes it seems that AI is overtaking itself, as there are already a number of enhancements in 2024.
We have already described in detail the areas in which Microsoft Copilot will make work easier in our news last year, such as Enterprise AI: Microsoft 365 Copilot or the new features of the latest Dynamics 365 release.
Now we can really get going with Copilot: With the general availability of Copilot for Microsoft 365, the worlds of Outlook, Teams and the Office apps are merging with Dynamics 365 in a completely new way. The smart everyday companion really does make administrative tasks such as customer data maintenance, quotation processing or the preparation and follow-up of customer appointments much easier. Anyone who has already used Microsoft Copilot enthusiastically confirms the full-bodied promise: In fact, time savings of up to 80% are definitely possible with AI.
And that's just the beginning. The smart assistant is rapidly conquering the Dynamics 365 product family and inspiring us anew almost daily. In this blog article, we present some areas in which AI is already providing fantastic assistance in day-to-day business.
Microsoft Copilot in marketing: complete basic work in seconds
Do you know this? “Can you just quickly launch a new marketing campaign for XY?“
The foundation of a marketing campaign alone usually takes many hours, if not days. The right target group must be defined and the campaign route set up with the right touchpoints. This also includes so-called nurturing assets, i.e. materials such as brochures, checklists, reference customer reports, etc., which are sent to the target group at the appropriate time.
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As we have already described in our news article Facts instead of gut feeling: What data has to do with successful marketing, data is the game changer for successful campaigns. And it is precisely your database in Dynamics 365 Customer Insights that Microsoft Copilot accesses and supports you, for example, in segmenting your customers and prospects. What would normally require extensive knowledge of complex data structures and a considerable amount of time is done by the AI in just a few minutes.
And that's not all: Copilot suggests a well-founded customer journey with dedicated touchpoints for your marketing campaigns based on your real-time data. Of course, Copilot supports you during the course of a campaign in adapting the customer journey to changing conditions and advertising with personalized approaches. What can that be? For example, a change in user behavior on your homepage, because: Your new assistant is practically everywhere and at all times at the heart of the digital marketing action!
Microsoft Copilot in sales: maximum focus on quality time with customers
How is it for you? Does your sales team have too little time for customer meetings due to all the work? Gathering the necessary information for the next customer meeting alone all too often wastes valuable time - not to mention preparing the regular pipeline meetings in the sales team.
The same applies to summarizing a customer meeting that is to be forwarded, including the next steps or even a rough project plan. Yes, exactly, it should. Putting this important sales tool into practice often lags behind at least in terms of time, if not falling victim to time constraints altogether.
This is precisely where Copilot, with its consistency between Microsoft 365 and Dynamics 365 Sales & Service, massively reduces the workload: Copilot searches for and summarizes all information relating to the latest customer activities across all channels such as emails, chats, quotations, orders and helpdesk tickets.
The highlight for us is still the follow-up: the conversation is summarized in no time at all, the important points are highlighted and the next steps are suggested. Of course, this has to be revised, but it takes a fraction of the time in comparison. Copilot then takes over again and ensures that everything is forwarded to the meeting participants by email or in the Teams channel - including documentation on the contact in Dynamics 365 Sales, of course.
And that's not all: the smart assistant suggests individual expansion options to suit the customer - based on our real-time data, of course.
In this respect, we can definitely confirm that time savings of up to 80% are possible. Not always and for all tasks, but the effect is clearly noticeable: in effect, there is more quality time for customers, which in turn has a positive effect on customer focus
Microsoft Copilot in service:More customer satisfaction through optimal customer service
Let's be honest: up to now, customer service employees have had to have an incredible amount of knowledge on a wide variety of topics and also demonstrate a tremendous amount of empathy and sensitivity. Wouldn't it be wonderful if your customer service employees could concentrate fully on the interpersonal level and the search for exactly the right solution would virtually take care of itself?
That's exactly what Copilot for Service does: the smart assistant summarizes the relevant information about the respective customer across all channels and the purchased product, searches your knowledge database for instructions, data sheets or solutions from comparable cases. It also supports your service staff with text suggestions for emails or chats, which then only need to be completed. Of course, Copilot also ensures the seamless integration of the Office and Dynamics worlds: Switching between the different apps is significantly reduced, as is the time-consuming manual transfer of information. Copilot now types call histories, customer data etc. for you. This saves you a lot of time and also largely reduces sources of error.
With the Copilot Studio extension, you can even individually train your own AI for your customer service, set up workflows for field service assignments, for example, and integrate other apps and systems. This even allows chatbots to enhance your customer service, for example: Receive your customers in a personalized way at the first contact in the online service area, answer simple inquiries yourself or forward them to the right technician based on criteria. Of course, with the correspondingly prepared information and suggested solutions so that the technician can turn the emergency into a highlight.
Test flight possible: Become a pilot for Microsoft Copilot on a trial basis
Have we aroused your curiosity?
How about trying out Copilot in a test environment? We would be happy to accompany you on a test flight as a pilot customer, just contact us directly..
DI Arno Huber
Managing PARTNER gorelate GmbH
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