In today’s interconnected world, complex organizations must rethink how they engage with customers across multiple countries. Consider GTL, a multinational corporation aiming to streamline operations and enhance customer engagement.
The journey starts with sales teams using D365 Sales to generate quotations and manage orders. Leveraging D365 Customer Insights, they offer personalized recommendations based on detailed customer data, equipping sellers with digital tools to analyze, act, and automate their sales processes.
Once an order is placed, D365 Project Operations ensures timely and budget-compliant delivery of customer-facing projects by managing everything from planning to execution with a unified view of project performance.
D365 Finance and Operations streamlines the entire manufacturing process, from scheduling to production, ensuring efficiency and agility. Real-time insights into operational performance help GTL make informed decisions, such as adjusting production schedules or optimizing resource allocation.
As products are manufactured, D365 Field Service schedules and dispatches technicians to manage shipping and delivery, ensuring a seamless experience. This application provides the tools necessary to deliver exceptional onsite services and manage the mobile workforce effectively.
Post-delivery, D365 Customer Service ensures any issues are resolved swiftly, enhancing customer satisfaction. The support staff manages the complete lifecycle of customer support requests efficiently, from initial case creation to developing knowledge management solutions.
D365 Guides provide step-by-step holographic instructions for complex tasks, while Remote Assist allows technicians to collaborate with experts in real time, reducing downtime and improving first-time fix rates.
D365 Finance and Operations manages inventory, billing, and warranty services throughout this process, ensuring that all financial and operational aspects are covered. This application provides real-time insights into financial performance, helping GTL stay agile and responsive to market changes.
At the core of this ecosystem is robust account and contact management, seamlessly integrated across all Dynamics 365 applications. This ensures every customer interaction is informed by a comprehensive understanding of their history and preferences, allowing GTL to track interactions across all touchpoints and provide a personalized, consistent experience.
Each application stands strong on its own, but when combined, it offers a unified experience that enhances every customer interaction.
The illustration below shows the relationships and interactions between these powerful applications, highlighting how they work together to provide a seamless and unified experience across all customer touchpoints.
