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Boost Customer Service in the Manufacturing Industry With Dynamics 365
October 12, 2023
Wildly variable supply and demand issues during the COVID-19 pandemic had an outsized impact on the North American manufacturing industry, creating significant shifts in consumer behaviour that manufacturers had to quickly adapt to. Customer service became even more important than usual.
Here’s how to use a CRM system, such as Dynamics 365, to give your customer service capabilities a boost.
How Does Dynamics 365 Improve Customer Service for Manufacturers?
- Quickly Identify Service Hotspots
Specifically tailored to the manufacturing sector, Dynamics 365 streamlines the process of identifying service hotspots, enabling businesses to concentrate on quickly addressing the most important issues.
- Get Real-Time Status Updates
A CRM for manufacturers provides real-time updates on the status of service cases, eliminating the need to constantly inquire with the ‘back office.’
- Seamless Communication Between Departments
Dynamics 365 facilitates seamless communication between departments, enhancing overall productivity and coordination. Customer Service Representatives (CSRs) and Field Service Technicians can instantly retrieve customer purchase details, serial numbers, service history and more (particularly if CRM is tightly integrated with ERP).
- Increase Customer Loyalty
In today’s busy world, customers value businesses that prioritize efficiency and responsiveness. By utilizing automated processes like predictive analytics offered by Dynamics 365, companies can meet their customers’ needs promptly and increase customer retention. This kind of proactive problem-solving also helps improve the company’s reputation and foster stronger customer loyalty.
- Prepare for the Future of AI
As leaders look to embrace AI, it becomes more critical than ever to prioritize having a data-driven business, fortified with digital and cloud capabilities. This approach will help organizations leverage generative AI as an accelerant to transformation.
Why Manufacturers Need to Prepare for the Future of Customer Service
Recent months have put a spotlight on advancements in Artificial Intelligence (AI), and the possibilities of its application to deliver pragmatic business outcomes. For organizations around the world, there is an incredible opportunity to enhance products and services. The pace and scale of technological innovation happening today is unprecedented and breathes optimism into what is in many other respects, very demanding economic times.
From Rogers improving connectivity for Canadians through automation and AI to the Ministry of Education in the United Arab Emirates developing an AI tutor for students, the possibilities are both limitless and part of today’s realities.
Companies leveraging Dynamics 365 — hosted on the most trusted, comprehensive and integrated cloud — are best positioned to take advantage of these advancements.
Is Your Manufacturing Company Ready to Embrace the Next Generation of Customer Service?
Schedule a consultation with Dominic Systems to learn how
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