All Aboard! Full Steam Ahead with Microsoft Dynamics 365 and Better Customer Engagement

With the closing of the old year, there is the anticipation of the new, and the change that comes with it. This month, Microsoft Dynamics CRM (Customer Relationship Management) has announced new features with a focus on heightened customer engagement, giving CCM (Customer Communications Management) a little time in the spotlight.

Microsoft’s focus on combining ERP (the process) and CRM (the data) and having them work together rather than as separate counterparts, allows for more integrated processes and more immediate customer engagement.

Think of a sales transaction like a train ride, complete with a beginning and an end, with stops in between. The route is navigated by ERP (enterprise resource planning). You could say that’s the logistical transport, the process that moves data throughout the entire journey, from the initial meeting with a customer to invoicing a successful sale.   It’s like the train automatically knows its cargo – the data – which also knows the stops on its journey.

Here is an example:  Say you’re in a busy city conducting business (you’ll see the significance of that “busy” part in a minute). You sell specialty cheese and nuts to restaurants that provide high end catering services. When you meet with your potential client, you already have the person’s information in the system, accessible your mobile phone.

The meeting goes well, but the client should consider how much to purchase. In the cab, back to the hotel, while you are updating the information in Dynamics, your phone beeps. It’s your potential client asking for a quote for 300 pounds of nuts and five wheels of cheese. Immediately, from your phone, you can respond to your client and render a compelling quote and have it emailed to the client, even before you arrive at your hotel.  It takes literally a minute or two to engage your customer.

Because of your prompt response and heightened engagement, you receive a second email asking for additional orders. The original document already exists, so there’s no searching for anything; you just edit the information and send an updated order quote.

Your client has a stellar experience with you and your business, like the train, is rolling.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc