MICROSOFT DYNAMICS CRM 2016
Microsoft has described the update as being the widest-ranging update ever to be completed for Microsoft Dynamics CRM – and we are looking forward to the new developments!

Taking centre stage as usual is the personalisation and optimisation of the customer relationships, addressing the customer on a proactive basis along with the creation of knowledge regarding their future requirements. With Microsoft Dynamics CRM 2016 it is even easier to give customers a positive experience with the corresponding company and to manage them across different channels.
For this purpose, Microsoft is making use of a considerable amount of know-how, such as the Cortana Analytics Suite and Delve. In this way, Microsoft Dynamics CRM 2016 is able to promise a greater level of productivity, mobility and service orientation:

PERFORMANCE CAPABILITY
The performance capability of Microsoft Dynamics CRM has been enhanced so that fully-accessible links with other Microsoft tools are possible: CRM App for Outlook, Office 365 Groups, Excel, Delve, SharePoint, OneDrive for Business.
Staff in the areas of Sales, Service and Marketing are already familiar with these tools. They are now able to work without aggravating media disruptions.

INTELLIGENCE
Microsoft Dynamics CRM 2016 provides intelligent processes for sales, service and marketing through the use of the Cortana Analytics Suite and machine learning methods.

MOBILITY
Extra functionality, with use by tablets and mobile phones in the offline mode, the use of Microsoft Intune (mobile devices and applications management) and Cortana, the Microsoft language assistant.

INTEGRATED SERVICE
Microsoft Dynamics CRM 2016 functions as a stand-alone solution for customer service – for the areas of internal company support, customer services and the field service. The development started with the integration of Parature and is continuing with the role-based support of service staff on the basis of specific knowledge management and the elucidation of customer feedback. In particular, it is the field service that will benefit from the integration of the cloud-based customer service solution FieldOne that has recently been made available by Microsoft.

WHAT ELSE IS NEW?

  • Reporting: the creation of Word and Excel documents on the basis of role-specific templates that are available to the user.
  • CRM app for Outlook: supported by Internet Explorer and Chrome, but also by Firefox, Safari and Outlook for Mac.
  • Excel integration: the integration of Excel as an analysis tool within Microsoft Dynamics CRM for supporting sales.
  • Office Delve: user-specific overview of relevant information in CRM provided by the self-renewing algorithm of Delve.
  • OneDrive for Business: in addition to documents from SharePoint, in Microsoft Dynamics CRM the overview of the customer now includes Office 365 Groups and OneDrive for Business.
  • Cortana: the mobile assistant from Microsoft now shows sales activities, companies and sales opportunities.
  • Customer surveys: with Microsoft Dynamics CRM 2016, for the first time, it is possible to obtain customer feedback on products or services and to respond to it.
  • Interactive service hub: a new type of dash-boarding is available for the area of services. On this basis, it is possible to work with and filter either several data sources or just one – in the form of summarised information such as that with which we are familiar from queues or views. Through the use of service-specific business process sequences you create transparency with the available details and the individual process steps. CRM 2016 also makes it easier for employees to keep the knowledge database continuously up to date.
  • External access: with CRM 2016 you can also enable freelance employees, partners or customers to access the CRM system. Their scope for action is defined specifically with a role-based system of rights.

 

THE ATTRACTIVENESS OF CRM ONLINE 

COMPREHENSIVE OFFLINE FUNCTION FOR CRM ONLINE
Through mobile apps, the full functionality of Microsoft Dynamics CRM is available to the users of CRM Online even if the internet connection is interrupted. All of the activities in the offline mode are synchronised automatically.
 
DOCUMENT MANAGEMENT WITH THE CRM MOBILE APP
Microsoft Office documents which are saved in SharePoint or OneDrive for Business can now be opened on tablets and mobile phones with the CRM Mobile app.
 
BULK DATA LOADER
The Cloud Service provides support with the import and export of mass data to or from CRM Online. Increase the quality of the data before you carry out the import in CRM Online! 
 
HELP GETTING STARTED
Use the CRM Online Training to familiarise yourself with CRM 2016. The information content is customized to your role as user.