You will be excited to learn that we have released a brand new Dynamics Addition – Sales Documents, which will help to streamline your sales process when managing Cases. The Addition will also enhance your customers experience, with faster response times due to more reliable data.
If you're a user of Microsoft Dynamics software, you will be aware that there is a standard connector available which can integrate Dynamics 365 / CRM and Dynamics NAV. The connector is purely focused on the sales process, and works on the basis that you can create a Lead, Opportunity, Quote and Order in CRM and then submit that order directly into Dynamics NAV. However, we’ve found that there are some limitations with creating quotes and orders within Dynamics 365 / CRM, these include:
- Dynamics 365 / CRM does not include stock availability or stock locations, so if you create an order and there’s no stock you don’t get any warnings. In turn, you risk disappointing the customer which can leave a very bad impression, especially if they are a brand new customer to the business
- Dynamics 365 / CRM doesn’t handle the financials for a customer. For example, if a customer is over their credit limit there are no credit warnings, which places the business under a great level of risk
- Pricing in Dynamics 365 / CRM isn’t quite as sophisticated as Dynamics NAV. If you have complex pricing structures, promotions or customer specific pricing, it requires a considerable amount of effort to make these work within Dynamics 365 / CRM
Furthermore, the standard connector doesn’t particularly support the customer service process at all. The customer service function generally tends to be managed in Dynamics 365 / CRM using Cases. To summarise, Cases are there to log problems, questions and requests. A company can then analyse the Cases that have been raised, to look for trends or patterns and address the root causes to improve the overall customer experience.
Particular Cases may require a sales return order (SRO) or a replacement sales order (SO) to be created within Dynamics NAV. However, the standard integration between Dynamics 365 / CRM and Dynamics NAV doesn’t support the creation of SRO's/SO's directly from Cases. This can cause a degree of frustration for customer service staff because it means they have to log-in to a separate system, find the customer details, raise the SRO/SO, probably copy the SRO/SO number and maybe send some notes back across to Dynamics 365 / CRM. Because that process requires a lot of effort, certain steps may get missed or forgotten which could leave a negative impact on the overall customer experience.
Dynamics Additions Sales Documents
1. Streamline sales process – By going from Lead to Order within one system
- The Sales Documents Addition allows you to create Dynamics NAV Quotes and Orders directly from an Account or Opportunity record in Dynamics 365 / CRM. This means you harness the strengths of Dynamics NAV in terms of item availability, stock out warnings, credit limit warnings and complex pricing structures. Additionally, it saves you from having to switch between systems to find bits of information and reduces the likelihood of errors being made or customers being disappointed
- When the document is created in Dynamics NAV, it automatically writes some information back to Dynamics 365 / CRM, such as: date created, document number and amount which can then be used to trigger workflows in Dynamics 365 / CRM, when required to create Tasks for sales representative to follow up on quotes or first orders
2. Improve customer experience
- The Sales Documents Addition allows you to create Dynamics NAV SROs and SOs directly from within a Case record and also writes some of the information automatically back to Dynamics 365 / CRM, such as: date created, document number and amount. Once that data is written back to Dynamics 365 / CRM, you can then take advantage of the workflow tool in Dynamics 365 / CRM which can send out automatic updates to customers or generate Tasks to remind customer service staff to follow up with customers in (x) number of days
- Increased employee satisfaction because they have better access to critical real-time information and can access this information at the touch of a button
- Cost savings because productivity is enhanced through the streamlining and automation of processes
- Improved customer satisfaction because it frees up employees time to focus on high value interactions with customers rather than carrying out administrative tasks
- Consistency and reliability – leaves less room for error or things being forgotten about