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2025.01.13
Dynamics CRM +Copilot Agent Case
About Novatech
Novatech,Founded in 2011,It is an innovative information technology service and consulting company. Focusing on Microsoft's business, Novatech provides solutions for growing enterprises in AI, big data, application development, architecture, and more, based on Microsoft 365, Dynamics 365, enterprise cloud services, application services, IT infrastructure, and maintenance services.
How Novatech Integrates AI with Dynamics CRM to Automate Business Processes
CRM system is an essential tool for enterprises to manage customer relationships. The integration of AI technology can transform it from "passive recording" to "active insight," thereby achieving automation and intelligence in business processes. Empowered by AI, Dynamics CRM can handle large amounts of data more efficiently, providing intelligent suggestions and predictions to help enterprises optimize customer management, sales, marketing, and service processes.
Let's explore the practical application scenarios of AI in Novatech's CRM system.
P1: Lead Source -- Phone Calls: Automatically record the content of incoming calls and generate leads.
P2: Leads -- At this stage, AI is used to analyze the quality of incoming leads, summarizing customer intentions, capabilities, and needs.
· Corporate Strength Analysis: AI integrates with Qichacha to analyze corporate strength.
· Lead Allocation: AI automatically assigns leads.
· Communication Record Analysis: AI analyzes email/Teams communication records.
· Follow-up Suggestions: AI provides follow-up recommendations.
· Internal Collaboration Suggestions: AI offers suggestions for internal collaboration.
P3: Opportunities -- At this stage, AI can comprehensively analyze communication records and available customer information to determine whether they can be converted into opportunities.
· Automatic Opportunity Conversion: AI judges and automatically converts qualified leads into opportunities.
· Competitor and Group Customer Preference Analysis: AI analyzes competitors and existing group customer preferences.
· Follow-up Suggestions: AI provides follow-up recommendations.
· Internal Collaboration Suggestions: AI offers suggestions for internal collaboration.
P4: Quotations -- At this stage, AI can provide professional quotation suggestions based on actual conditions.
· Quotation Suggestions: AI provides quotation recommendations.
· Follow-up Suggestions: AI provides follow-up recommendations.
· Internal Collaboration Suggestions: AI offers suggestions for internal collaboration.
P5: Sales Analysis -- At this stage, AI can analyze strengths and weaknesses in the sales process and summarize experiences.
· Win/Loss Analysis: AI analyzes reasons for winning and losing deals.
· Lost Opportunity Activation Analysis: AI regularly analyzes the possibility of reactivating lost opportunities.
P6: Sales Orders -- At this stage, AI focuses on assisting sales personnel in creating sales orders and providing follow-up reminders and suggestions.
· Price Variation Judgment: AI judges whether the price has changed.
· Collection Reminders and Suggestions: AI provides collection reminders and recommendations.
P7: Projects -- At this stage, AI can analyze risks in project implementation and provide suggestions for resource allocation.
· Project Risk Analysis: AI analyzes project risks.
· Resource Allocation Suggestions: AI provides suggestions for resource allocation, such as analyzing and suggesting the use of person-days.
· Project Recommendations: AI offers project-related suggestions.
Conclusion
The integration of AI with Dynamics CRM is a crucial step in the digital transformation of enterprises. It can enhance customer satisfaction through personalized services, automate business processes to improve operational efficiency, and provide in-depth customer insights and accurate predictions to support sales decision-making. This integration not only accelerates digital transformation but also helps enterprises explore innovative business models and enhance market competitiveness, bringing comprehensive benefits to the enterprise.
