Dynamics 365 Customer Insights

Enhancing Customer Engagement through Customer Insights

The Client: 

Australia based client who provides services on Jewelries and products from precious metals. They use the most advanced technologies for making jewelry as per their customers' demands. Their customers are basically retail Jewelers and manufacturers across the country. 

The Challenge: 

Along with providing excellent service to their customers, our client is also focused on staying in touch with its regular and new customers. And for that, they used to perform below activities manually and wanted to have a streamline and automate processes: 

Managing emails and dynamic emails content: 

• Sending emails to regular customers for upcoming services/products, Follow up emails for new Orders 
• Track emails and its responses from the Customers 
• Instead of storing all the data of their customers and new leads in excel file, they wanted to have a centralize database to store their details and send information from the database into the email 

Event Management 

For the events they organize, they wanted to send auto invite to existing customers and auto send thank you emails to all the attendees post event 

Manage Customer Journeys 

Manage new customer journey starting from creation of new lead, approval from the manager, sending welcome email to customers 

The Solution: 

Customer Insight provides the feature to develop emails templates with dynamic content. We have created those and scheduled them to send to the customer on a specific date by creating Customer Journey. One journey we have built to trigger when new lead is created in the system though our client’s company website. This journey will take information from newly created lead and will send to respective manager for approval on email. All these things are possible inside Customer Insight. In Customer Insights, they are also able to track the count of emails opened/not read.   

Events can also be tracked inside Customer Insight. We did configure events and event registrations which can be linked with Customer journeys. We have then created journeys which triggered on event check-ins which means when User adds any Customer in event check-ins, customer journey is sending email to that event attendee. 

Customer journey is a feature that Microsoft is providing to automate the marketing tasks basically sending auto emails on different triggers. For the new customer flow, we managed everything through customer journey only. This way we have automated actions and communications at each stage to ensure a consistent and personalized customer experience. 

The Result: 

Transitioning from Excel based data management to having a centralized CRM database played a pivotal role in enhancing the Customer engagement experience for our client. All the automations have reduced the manual efforts and saved time. Client is now using Customer Insight happily and tracking responses from their customer regularly.