Blogs

KI

29. September 2026

Anna Fröhlich

Apps right from the chat: What Copilot Cowork and Copilot Studio can do now

Apps are no longer developed from a backlog. They’re created in a chat. With Copilot Cowork and Copilot Studio, Microsoft is introducing a feature that lets you build entire business apps through conversation, directly connected to your company’s data. Here’s what that means and where the limits lie.

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Referenzstories

KI

Customer Service

03. September 2026

Anna Fröhlich

STANDARD x gorelate: Modern Customer Service with Dynamics Contact Center

A standardized, AI-powered service process for faster responses, less manual work, and higher customer satisfaction.

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KI

Blogs

16. July 2026

Nora Fröhlich

Successfully Implementing AI: Why Workshops Are the Best Place to Start

AI isn't just a tool! AI is change management. Many companies don't know where to start when it comes to AI. That's exactly where our AI Enablement Workshops come in: Together, we identify practical use cases, prioritize opportunities, and lay the groundwork for a sustainable AI strategy.

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Blogs

KI

01. April 2026

Jana Lukic

More than AI buzzwords - From Scattered Data to Actionable Customer Intelligence

Our approach to AI is simple and straightforward: define a use case that is clear, delivers immediate benefits, and has an objective that can be easily translated into concrete steps and milestones.

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Blogs

Products

13. October 2025

Tina Zembacher

How to maintain your CRM and keep it alive for a long time

It's done: you have successfully completed the rollout and the CRM infrastructure is up and running!

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KI

Customer Service

Blogs

20. January 2025

Hannah Zembacher

The future of business automation: How Microsoft is revolutionizing Dynamics 365 with autonomous agents

The business world is constantly changing - and that's what makes it exciting. New technologies are also changing the ways in which companies can organize their processes. One of the most exciting developments is autonomous agents, and Microsoft is playing a leading role here with Dynamics 365. In this article, we would like to show you what autonomous agents can do and how they are revolutionizing business processes.

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Blogs

Marketing & Sales

21. October 2024

Hannah Zembacher

Effective field service management with Dynamics CRM

Dynamics 365 Field Service is a powerful business application that helps companies manage their field service processes efficiently. It provides a comprehensive solution for on-site service delivery that improves both technician productivity and customer satisfaction. and customer satisfaction. The application combines cutting-edge technologies such as workflow automation, intelligent scheduling algorithms and mobile access to help companies effectively coordinate their field service staff. support. In the field service management (FSM) area in particular, Dynamics CRM offers specialized functions that can boost productivity and increase customer satisfaction.

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Blogs

KI

26. August 2024

Hannah Zembacher

AI in customer service - How to relieve your resources with artificial intelligence!

In today's digitalized business world, customer service plays a crucial role in a company's success. Artificial intelligence (AI) is fundamentally transforming this area and opening up new opportunities to boost efficiency and increase customer satisfaction. One outstanding example is Microsoft Copilot, an innovative AI solution that takes customer service to a new level.

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Blogs

KI

07. March 2024

Hannah Zembacher

Microsoft 365 Copilot meets Dynamics 365: making work efficient and everyday working life effective!

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.

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Archiv

Blogs

Becoming a customer champion with Microsoft 365 Omni-Channel Customer Service

Good customer service increases customer loyalty, generates valuable product and customer knowledge and can directly influence sales through cross-selling and up-selling. With Microsoft 365 Omni-Channel Customer Service, you can take your service team into the Champions League.

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Blogs

Archiv

Nikolaus Matejka

Dynamics 365 release-wave-2/2023

In this post, we will take a close look at the exciting innovations of the 2/2023 release wave in the various modules of Microsoft Dynamics 365 Customer Engagement. And one thing to mention upfront: there are significant developments happening in Dynamics 365 Customer Engagement in 2023. The main focus of this release wave, as expected, is Microsoft Dynamics 365 Copilot.

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Blogs

Archiv

Nikolaus Matejka

Enterprise AI: Microsoft 365 Copilot für Sales, Marketing und Service

The Microsoft 365 Copilot integrates ChatGPT into Microsoft applications like Dynamics 365 and Teams to revolutionize business processes. Available from fall 2023, it offers faster issue resolution, improved customer satisfaction, efficient resource utilization, and knowledge transfer while ensuring data privacy through Responsible AI guidelines.

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Blogs

Products

04. July 2023

Nikolaus Matejka

Efficient customer support as a team: The synergy of Teams integration and swarming in Dynamics 365 Customer Service

In today’s competitive landscape, providing top-notch customer service is crucial for attracting customers and building long-term relationships. With Microsoft Dynamics 365 Customer Service, Microsoft has created a solution that takes your customer service to the next level. However, there are simple steps you can take to further connect your team and optimise your collaborative workflows. And most importantly: your team is front and centre!

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Health

Best Practice

KI

19. November 2021

Theres Baumgartner

Kinderhospiz Netz x gorelate - Patient data management, MS Teams integration & time registration

In search of a solution to manage patient data efficiently and securely, Kinderhospiz Netz opted for gorelate and Dynamics 365. A conversation with Deputy Chairwoman Irene Eberl and Senior Consultant Nora Fröhlich.

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Podcasts

KI

29. June 2021

Theres Baumgartner

A successful customer insights project in 6 (+ 2) steps

How do you go about a Customer Insights project? We have summarised all the phases involved.

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Archiv

Podcasts

Best Practice

KI

#goDigital: European Forum Alpbach x gorelate

What does it take to make digitalisation a success? How does event management work with Dynamics 365? And is it actually possible to digitalise incorrectly? Christiane Schwaiger from the European Forum Alpbach provides answers to these questions and insights into the joint project.

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KI

Marketing & Sales

12. May 2021

Theres Baumgartner

Glossary: Do you speak Insights?

AI, big data, profiling: terms like these are on everyone’s lips in the age of digitisation and Elon Musk. But what do they really mean? We have created a small glossary.

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Marketing & Sales

Products

30. April 2021

Theres Baumgartner

MS Catalyst: How to learn digitisation and transformation

Digitisation affects (almost) every company – processes are being rethought and redesigned everywhere. Entire industries and sectors are also changing as a result. If you want to keep up, you have to jump on the digitisation train. Three “goreLadies” have figured out how to plan and implement digital transformation sustainably: Tina Zembacher, Jana Lukic and Nora Fröhlich are now officially MS Catalyst-certified.

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KI

Products

25. March 2021

Theres Baumgartner

Mixed Reality: Between 'HoloLens' and science fiction Bond

A few years ago they were still a mixture of futuristic music and science fiction James Bond: Holo glasses. Through them you not only see the real world, objects and people in front of you, but also holograms at the same time – hence the name. Virtual clues, such as bad guy data from the secret agent headquarters, to stay with the example. Today the phenomenon has arrived in real life and is called “mixed reality”. Microsoft expert Jana Lukic knows what it is used for, what its advantages are and why it is less utopian than one might think. “Mixed reality is just sexy!” says Jana Lukic and laughs. Why? “Because I can turn a simple mobile phone into a mixed reality device that breaks the boundaries between reality and virtuality.” But what actually is mixed reality?

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KI

10. October 2019

Georg Gradinger

500 days of GDPR: This is what happened

The General Data Protection Regulation (GDPR), one of the most discussed EU laws, has now been in force for a year and a half. Of course, this also affects the CRM sector to a considerable extent.

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KI

24. September 2019

Tina Zembacher

Artificial intelligence in CRM: How smart is it really?

The buzzword “artificial intelligence” has been on everyone’s lips for some time now and appears in a wide variety of industries.

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Blogs

Products

10. April 2019

Tina Zembacher

The 7 golden rules of CRM management

The time has come, you're getting serious. After much deliberation, you have decided to integrate a CRM system into your business processes in order to optimize customer loyalty. Great!

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