102 VIEWPOINT Infosys has launched a CRM migration assessment offering that can help businesses migrate their CRM applications and streamline everything from process consulting to data migration and change management DEEPAK KUMAR PARASHAR AND RAMANA RAJU NIDADAVOLU: INFOSYS Making the smart move to Dynamics 365 There are a variety of customer relationship management (CRM) platforms that organisations can use to vie for customers’ attention. And while the construct of CRM has remained the same over the years, factoring in aspects like region, scale and industry are evolving and impacting outcome expectations. Artificial intelligence is also playing a significant role in enhancing CRM platforms, especially during migration from legacy systems. But only a handful of them, like Dynamics 365 CRM, have matured to offer seamless customer experience that resonates with both specific business interests and customer aspirations. Powered by its flexible, user-friendly design, advanced AI capabilities and unmatched interaction with Microsoft products, the Dynamics 365 suite of applications ensures that every client interaction matters. There are several undeniable advantages that Dynamics 365 CRM offers to businesses. Firstly, the total cost of ownership (licensing and tool maintenance) is lower for Dynamics 365 than other apps, with Microsoft providing various attractive volume-based licensing offers, including capacity-based pricing. The higher the volume, the bigger the discount. Pricing is economical and as per the usage of features, offering complete transparency. Unlike other established CRM applications, Dynamics 365 integrates seamlessly with Microsoft products like Office 365, Power Platform and Azure. These smooth and prebuilt integrations to Microsoft 365 enhance productivity, powered by process automation. Platform components for CRM, operations, supply chain management, human resources, revenue management, finance and project management are all part of Microsoft’s impressive product stack. Extensions are enabled through Microsoft Azure and productivity tools embedded in Dynamics 365 CRM. Copilots and generative AI extensions are also embedded in the product. Dynamics 365 has also enriched the Microsoft Power Platform with unmatched low-code/no-code capabilities. It has preconfigured connectors and leverages extensible API framework. This capability enables faster AI, Copilot Studio extensions, virtual assistants and robotic process automation building. The Power Platform capability makes it easy to replace existing customisation with low-code development. Furthermore, the Dynamics 365 platform provides AI-enabled insights across sales, service and embedded copilots. It also has mixed reality offerings, which are ready to use and amplify field services. The platform has natively “CRM applications will continue to play a pivotal role in enhancing customer relationships, driving growth and gaining competitive edge”
RkJQdWJsaXNoZXIy NzQ1NTk=