The Complete

Guide to:
Microsoft
Dynamics 365
 www.redspire.co.uk

The Complete Guide to:

Microsoft Dynamics 365

Executive Summary
If you’ve been tasked with assessing CRM options for your organisation, or looking at how
to bring about digital transformation within it, you’ll know how chunky the research can
get.

Microsoft Dynamics 365 is no exception. The positive reviews make it very worthwhile
research that will make sure your organization is using cloud and CRM to the best possible
advantage throughout every department.

There are a lot of moving parts to this productivity, collaboration and customer service
tool. Here, we tell you everything you need to know to piece the opportunity together.

Contents

03. Why is CRM not in the title? 12. Dynamics 365 In Cloud vs. On Premise
04. Common Data Model 13. Dynamics 365 Non-Production License
05. The Dynamics 365 Business Edition Powerapps
06. The Dynamics 365 Enterprise Edition 14. Microsoft AppSource
07. Dynamics 365 Licensing Glossary 14. Voice of the Customer Surveys
08. Team Member Licensing 15. Integrated Self Service Web Portal
09. Microsoft Dynamics 365 for Sales 15. Power BI
09. Microsoft Dynamics 365 for Customer 17. Microsoft Flow
Service 17. Mobile Offline
10. Dynamics 365 for Project Service 18. Dynamics 365 Migration
Automation 19. In Summary
10. Dynamics 365 for Field Service 22. Our Dynamics 365 Prediction
11. Dynamics 365 for Marketing App
11. Microsoft Social Engagement

02
 www.redspire.co.uk

Why is CRM not in the title?

You’ll notice CRM is nowhere in the title

anymore. There’s a good reason. The term
CRM doesn’t cover half of what Dynamics
365 can do. It’s a game changer. Not only
that, it’s a game changer that is usable,
affordable and scalable for all sizes of
business, wherever they are in their
development.

So, if it’s not CRM, what is it? Microsoft

defines it as end-to-end intelligent
business applications in the cloud. That
just about sums it up. It’s CRM and ERP
working as a team to bring customer
service, sales, marketing, field service,
finance and operations together. It creates
one big management, implementation
and feedback loop around the database,
keeping your customers firmly at the centre
of your business strategy. The productivity
“What Microsoft offers here that
tools and built in intelligence of every even Salesforce can’t is the ability to
app genuinely give a straightforward marry process and productivity…. it’s
and well thought through experience. not just CRM data, but ERP data and
For businesses that need the extra the Office productivity suite unified,
customisation capability that Dynamics enabling users to access just the data
is known for, there is extensibility that and functions they need – be they
gives us, as a Gold Microsoft Partner, real from inventory, a customer record or
confidence in the platform’s consideration email – to get work done” d service
for tomorrow, not just today. history as soon as they engage and
without being asked.”

– TECHCRUNCH

03
 www.redspire.co.uk

Common Data Model

Integration is king
With integration, businesses simply collaborate better, manage their time better, and
empower staff to be more productive, as well as identify business opportunities and
weaknesses more easily. Sitting at the heart of this intelligent business cloud, it’s the
Common Data Model that makes it possible.

Because of the CDM, there are hundreds of consistently structured entities. Entities that can
be deployed to be consumed by other applications, customised or added to very simply.
New applications can be built quickly and data can be shared more easily, tying business
processes and productivity together. The CDM sits behind the standard Dynamics 365
business apps as well as apps created with PowerApps or integrated solutions that are
developed externally. It allows apps all access the same information meaning you always a
have a consistent and updated view.

04
 www.redspire.co.uk

The Dynamics 365 Business Edition

The Business Edition of Dynamics 365 hasn’t

been released and the details aren’t quite “With Dynamics 365
confirmed. Here’s what we understand so far. integration and role based
Like Dynamics Nav, financials will sit at the heart licensing, Microsoft gives
of it and is likely to be Online only. Approaching customers something they
Summer 2017, we expect to get more don’t get from other CRM
information regarding the Sales and Marketing systems, and changes
functions that will wrap around that but what how companies buy cloud
we believe we will see is a pared back version of services”.
Dynamics CRM in there. Once its Online home
is confirmed, we’ll get information about what – TECHCTARGET
happens to Dynamics NAV On-Premise moving
forward.

If you are looking for a solution sooner rather

than later and don’t want to wait until summer
for the fuller picture, you can license the
Enterprise edition on business licenses. As it
stands, we understand the qualification to be a
requirement for less than 25 seats. Realistically,
the customisations that you’ve made in the
Enterprise edition may not transfer across to
the Business edition so take advice from a
Microsoft Partner and review the likely level of
customisation and possible repeat spend before
you decide what to do. Regardless, Dynamics 365
Business Edition will allow organisations with
less than 250 users to benefit from the scale and
abilities of Dynamics 365 with the pricing likely
to be cheaper than Salesforce.

05
 www.redspire.co.uk

The Dynamics 365 Enterprise Edition

The two Dynamics ERP (Enterprise Resource Planning) systems, NAV and AX are the two core
components of the Dynamics365 Enterprise edition. It’s available Online or On-Premise so, if you
want Dynamics 365 but need to stay On-Premise, this is your route. It’s optimized for 250+ users
with a minimum of 20 seats though we expect that minimum may rise over time. This edition is
the one to go for is you want to access beyond what the Business edition offers.

Cost and capability wise, it beats Salesforce hands down. What we’re seeing is a much wider range
of functionality and better tools based on a truly awesome platform. Recognising Dynamics 365
position as a challenger brand to Salesforce, Microsoft has leveraged the hyper scale capabilities of
its wider business, to achieve a better price point. So, whilst it is certainly more expensive than its
predecessors, you are getting a whole lot of functionality for the fees. It’s worth noting that current
Dynamics users are entitled to transitional pricing. If the license fee for any of the Dynamics
predecessors was off-putting, the Business edition offers you the new way in. Yes, you will always
find cheaper with the likes of Zoho or SugarCRM but invest wisely. Look at the functionality;
consider your corporate objectives and growth plans before you gravitate towards the budget
options.

06
 www.redspire.co.uk

Dynamics 365 Licensing Glossary

The first thing to remember is that all forms of Dynamics 365 licensing can be mixed and
matched within an organisation. You are buying based on the requirements of individual users.
E.g. a Sales user may require only the Sales App but with read rights across other users’ apps
whereas a Project Management user will probably require more apps.

As a business, you are not buying Plan 1 or Plan 2, Team Member or Application licensing. You are
building the licensing picture with a combination of them all.

Apps Plans

There are 5 apps currently available – Sales, This is how you buy each user’s licensing. So,
Field Service, Project Service and Customer a Sales User who only needs access to the
Service, Operations. Sales App would be best with a Plan 1 license
We expect more information on Marketing, fee. It gives them full access to the Sales
a sixth app, in the summer of 2017. Think of App functionality but allows them to keep
apps as role-based functionality. visibility of their targets’ other interactions
throughout the business with read access to
any other apps used by other departments/
Light User roles.

This is the term used to describe an employee

who only has access to one core app but
who has read rights to other apps used by
other departments, allowing them to have
full visibility of a customer’s experience and
interactions with their organisation. It’s also
known as Team Member Licensing.

Plan 1 Plan 2

This is basically your CRM core ingredients This includes the CRM and the ERP apps
but allows you to buy your user just one app including Operations. Note: The Operations
relevant to their role. License your user (or a App can be bought on its own so if you have
shared device) with the app that defines their a User who only needs to access that, it’s
role. possible to do so without licensing them for
the whole of Plan 2.

07
 www.redspire.co.uk

Team Member Licensing

Team Member Licensing lets businesses buy licenses to update key

information on accounts and contacts with read only access to all the apps
that the user doesn’t require full access (write/edit) to.

It allows those users to have full visibility of a customer’s interaction with

other departments, making it easier to spot opportunities, potential
problems and to improve customer service. So, you may have some users
on Plan 2, giving them read/write/edit access to all available apps but only
require other users to be able to see what’s going on. Instead of paying for
these users to have full access, you buy them light access to limited updates
and read only.

It is a much more cost effective way of keeping transparency throughout

the business and it’s tiered too, offering further cost benefits where you
have multiple team members. Of course, you can restrict certain views if
required. Where a business buys a user an individual app on plan 1, it will
include a team member’s license for other apps that the business licenses
for other users. Team Member access varies between plan 1 and 2.

08
 www.redspire.co.uk

Microsoft Dynamics 365 for Sales

The functionality of the Sales App has been designed to allow your
sales team to run efficiently. It has the same core functionality as
Dynamics CRM Online but with the massive benefit of being able
to see what’s going on elsewhere in the business that will help the
Sales users to spot opportunities.

Access is desktop, tablet, mobile and via Outlook to sales lead

management, sales opportunity management, competitor tracking,
sales product management, sales price lists, sales quote, sales order,
sales invoice, marketing lists, marketing and quick campaigns,
unified service desk, sales goals, territory management, business
units and teams.

It also includes Non-Production License, Social Engagement, Mobile Offline, PowerApps for Sales,
Knowledge Management, Voice of the Customer and Team Member capabilities.

Microsoft Dynamics 365 for Customer Service

Dynamics 365 for Customer Service is another example of how

Microsoft is bringing collaboration to businesses. Traditionally,
Customer Service may have operated without sight of the rest of
a customer’s interactions with the business. With this app, users
can raise cases but see what else is happening e.g. outstanding
invoices, pending complaints or enquiries, recent feedback etc. and
be guided through the best next action. It vastly improves customer
service, but also increases opportunities.

The unified platform makes customer information available across

all relevant roles and departments with one single customer view.

It can be accessed anywhere via Outlook with full read across all Dynamics 365 Applications. At an
edit level, processes include Enterprise Case Management, Unified Service Desk, Customer Service
Agents Queues and Scripts, Customer Service SLAs and Entitlements, Contracts and Contract
Templates, Facilities and Equipment, Services, Resources and Work Hours. It also includes Non-
Production License, Social Engagement, Knowledge Management, Mobile Offline, Voice of the
Customer and Team Member capabilities.

09
 www.redspire.co.uk

Dynamics 365 for Project Service Automation

This is Dynamics 365’s Project Management tool. If there is any

point in your business process flow where you need to manage
a project, you can hook everything into the CRM, manage your
time against it and your sales/customer services teams can
see everything that is happening. The functionality lends itself
extremely well to the complex projects that manufacturers need to
manage.

The single customer view continues to be invaluable, helping

your team run projects more effectively thanks to better internal
collaboration, saving time and effort. The app includes Project
Estimates, Gantt Charts, Approve Project Expenses, Project Contracts, Manage Project Resources,
Customer Billing, Mobile Productivity and Resource Competencies. Users that only need to submit
time and expense entries can do so with the Team Member license. It also includes Non-Production
License, Social Engagement, Knowledge Management, Voice of the Customer and Team Member
capabilities.

Dynamics 365 for Field Service

This is the tool for businesses with staff working out in the field
such as engineers, contractors, installers, surveyors and/or
maintenance. The flow of information between users results in
smoother processes and as you’d expect, happier customers.

For example, an office-based user may generate a work order

defining the task, the skills needed, required parts and job duration.
The best Field Service employee is identified by availability,
location, skills and inventory. The service request is scheduled
and field employees are notified of their allocation whilst the job
is posted to the Scheduling Board where the status of scheduled
works and resource availability is summarised for office staff to monitor.

Field users are informed of new jobs by text, email or phone. They can see their scheduled work
orders, read job notes, get directions, manage the parts they need, take notes, upload images,
confirm location, submit sign off confirmation and create follow up work orders if required. All of
this is happening on Dynamics 365 meaning that the single customer view is consistently accurate
providing the management users with insights to drive improvements.

010
 www.redspire.co.uk

Dynamics 365 for Marketing App

The Dynamics 365 for Marketing App hasn’t launched yet but we’re
excited about the announcement that Adobe integration will be at
its core, delivering all the power of the Adobe marketing suite from
within your CRM.

We believe it will include everything you’d expect and need to

drive initial target audience awareness, to nurture and convert
your prospects and of course, to ensure customer engagement and
retention.

In the meantime, the Dynamics 365 for Sales App integrates nicely
with Power Mail Chimp for email, or Click Dimensions for marketing automation, both tools that
we have always recommended.

Microsoft Social Engagement

Keeping on top of your social channels can be laborious and

disjointed from your other systems. Step up Microsoft Social
Engagement. Available to all subscribers (thought subject to
the usual security permissions), what’s happening on social will
connect to Dynamics 365 and trigger actions such as alerting you
to negative threads.

A customer’s social account can be linked giving you a full picture

of what’s of interest to them and any direct social interactions
they’ve had with you such as a message on Facebook. You can add
multiple streams so Facebook, LinkedIn, blogs and so on that will
let you keep a track of competitor activity, subject discussions, customer interactions. Users can
search by activity and choose a format to surface the results.

011
 www.redspire.co.uk

Dynamics 365 In Cloud vs. On Premise

Is it time to migrate?
We now feel that realistically, there’s very little reason to anyone to be On-Premise now. With
Microsoft’s UK Data Centre, your Cloud storage is governed within the UK with other data
centers throughout Europe and the US should you need them. The security is tight. Even
the UK’s Ministry of Defence is using Microsoft Cloud in the UK. There’s a lower hardware
investment, a lower IT resource requirement and it’s quick to set up.

The Dynamics 365 Online offering is always going to be more comprehensive than On-
Premise. It’s simply the way the world is going and it makes sense to go with it. If you’re
currently on premise, your transition to Dynamics 365 is the time to look to Cloud to make
the most of all the features and save money over the longer term. Dynamics 365 for On-
Premise is still a strong product, but we think, over time, you’ll have to accept that there will
be features and benefits that you’ll lose out on.

This is not yet confirmed but we believe that the tools available to provide online services
cannot always be used to provide On Premise services. Assuming that’s the case, there will
be instances where Microsoft needs to use a tool that will be available Online, but not On
Premise.

012
 www.redspire.co.uk

Dynamics 365 Non-Production License

Test changes without affecting your live system

Dynamics 365 now provides a Non-Production environment as standard when you are
purchasing full user licenses (apps or plans). This is effectively your testing environment
and you get one non-production environment per live instances (although more can be
purchased). Users can test, develop, demonstrate or design changes to the Dynamics 365
set up without putting it live.

It’s a big improvement on what was on offer with Dynamics CRM when only 25 or more
users received a non-production instance. Customers with fewer than 25 users either had
to publish their customisations directly on their live instance, or pay an add-on cost for
a sandbox. Neither of these were great scenarios for businesses that needed to phase in
changes for employees or who had concerns about testing on live systems.

Thankfully, Dynamics 365 includes 1 x non-production instance as default

enabling all administrations to test updates separate from their live CRM instance.

013
 www.redspire.co.uk

PowerApps

PowerApps gives technical users, or partners, a great shortcut to

build an app for your business. It’s pitched at everyone but we think
you’d need to be comfortable with how to design an application
and be extremely confident with Excel formulas to use it. It’s newly
launched so we can expect some refinement but we’re looking
forward to using it for a few discreet cases shortly.

Connection to the Common Data Model (or existing systems and

data sources) allows you to build apps, forms and workflows without
writing code then publish them instantly for web and mobile.

It uses visual drag and drop tools enabling users to quickly create
new web and mobile connected apps that pull data from multiple
sources to extend the capabilities of Dynamics 365 apps and other
business applications.

Microsoft AppSource

AppSource is a bit like iTunes

for Dynamics365, bringing
recently built apps, services or
modules from other Partners
to Dynamics365 users. Sharing
knowledge and work already
done helps businesses
to further develop their
Dynamics365 platform cost
effectively.

These are apps that will have

been built to solve common
problems or to tailor Dynamics365 to a specific sector/vertical. It includes Cloud apps built
on Dynamics 365, Office, Cortana Intelligence, PowerBI and the Azure platform plus add-ons,
extension and content packages for existing apps. It’s a fantastic way of sharing development
experience. You can scan apps by category or industry.

014
 www.redspire.co.uk

Voice of the Customer Surveys

Customer Surveys are part of every Dynamics 365 license making it

easier than ever to keep a track of what your customers think about
you. Because of the integration, customers can automatically be
sent a survey at the end of a project, a transaction or for product
development research.

The surveys can be customised to your business including design,

imagery and translations. They are integrated within the platform
giving you the ability to trigger immediate follow up actions.

For example, if a customer indicates an interest in one of your

products, the system can generate a quote request and assign it to a salesperson. If a customer
replies with a complaint, the system can create new service case and route it to the best queue for
prompt handling. Results can be surfaced in the analytics so that you can identify patterns, gaps in
service and sales opportunities.

The inclusion of surveys in the platform makes it a lot easier to implement processes like Net
Promoter Score and negates any requirement for external options such as Survey Monkey.

Integrated Self Service Web Portal

Do you want to staff your business 24/7 to meet customer

demands? No, not many do. Hence the Dynamics 365 Self
Service Portal. Your customers can find out what they need to
know, when they want to know it without you paying someone
to be there.

There are four defined templates; Customer Service, Partner

Support, Community Engagement and Employee Self Service.
It’s included with every subscription so you can improve your
accessibility and service levels without an additional fee.

015
 www.redspire.co.uk

Power BI

Powerful Business Analytics

Power BI (Business Intelligence) doesn’t necessarily come with all the apps that Dynamics
365 offers but we’re excited about it and it would be remiss not to cover it. So, this is all
about a Cloud based business analytics service that takes your data and turns it into rich
visuals. For example, a chart that shows your projected sales of individual products over 3
months. You may know that you have an inventory issue with one of those products that
then impacts on the sale of others in your line-up.

By altering the prediction on one area of the chart, you’ll immediately see the impact across
the other product projections. The Dynamics 365 dashboards are very good and may
be enough for some but PowerBI can root out challenges and opportunities at a more
granular level for scenario planning. The price tag is fairly low so it’s worth
taking.

Each of the following options work across your

business processes and apps.

• Microsoft Power BI Desktop – Uses a free form

drag and drop canvas
• Microsoft Power BI Mobile – Live interactive
mobile access to key info from anywhere
• Microsoft Power BI Gateway – Connects to on-
premises data sources meeting individual and
organisational needs.

016
 www.redspire.co.uk

Microsoft Flow

Business Process Flow links business applications

together to make day-to-day tasks much easier for users.
Users can continue to use the tools that they like but still
use the Dynamics365 platform and act from within it.

It extends out to 72 applications including competitor

platforms allowing businesses using other platforms
to benefit from the functionality e.g. Asana, Salesforce,
Basecamp, Facebook, Google Drive, Instagram,
MailChimp, Trello, Dropbox, Twitter, WordPress to name
just a small number.

Just like PowerApps, there are hundreds of templates

to create connections that might include notifications,
data organisation, automated approvals, new save
paths, calendar sharing, file copying, translations, tweet
content emails et al.

Mobile Offline

Mobile Offline comes with all the apps and does what it
says on the tin. If you think of flight mode on a plane, it’s not
dissimilar except that the sync between offline and online when
connectivity resumes is automatic. You might not even notice it.

You can create, edit and delete records offline and the only
limitation is that things may look a little different due to image
restrictions in offline mode. If your business has a field service
team of any type, mobile offline is a good user experience that
improves productivity and customer service.

017
 www.redspire.co.uk

Dynamics 365 Migration

Microsoft is making Dynamics 365 as accessible as possible with transitional license pricing for
existing Dynamics CRM customers. To make the most of the discounts and promotions, you need
to be talking to your Partner well in advance of your next renewal date to make sure you get the
right licenses at the correct pricing.

Microsoft also have a promotion offering a 20% discount on Plans 1 and 2 (up until 30th June
2017) for businesses currently using a more traditional CRM platform such as Salesforce, SAP or
Oracle.

Remember that the difference in cost between Dynamics CRM and Dynamics 365 isn’t
comparable. Dynamics 365 meets the needs of the changing business world. It’s not just about
the execution of CRM anymore, but the need to use every day-to-day task to hone productivity
and keep the customer service advantage. Dynamics 365 remains seriously competitive
compared to Salesforce, despite it having the functionality and scope to command a higher price,
largely because it can leverage other parts of the Microsoft business to deliver.

Whether you are transitioning to Dynamics 365 from Dynamics CRM, or starting afresh, you need
to map out the functionality you need by user. That also needs to be informed by your corporate
objectives and any other systems you have in place. It’s always worth engaging with a Microsoft
Dynamics Partner to help with this stage so that you can find the smartest way to introduce the
platform to your organisation.

018
 www.redspire.co.uk

In Summary

1. The Common Data Model is the hero. 4. Once you decide on the Business or the
Lying at the heart of Dynamics 365, it’s the Enterprise edition, you license based on
central database for storing and managing individual user requirements. You build the
business entities. In the past, CRM and ERP licensing picture with a combination of plans
have operated separately. This brings them and apps. The 5 apps mentioned above will
together and it’s this unification that takes likely be joined by the addition of Marketing
the insight, reporting and productivity to in Summer 2017. The plans are how you
levels that will be hard for your competitors decide the type of access a user needs
to match. based on light or full access.

2. The Dynamics 365 Business Edition isn’t 5. Team Member Licensing is the means to
released yet but we believe financials will give light access to users who need to have
sit at the heart of it and it will probably visibility but not write/edit access. It’s a cost
be online only. It’s likely to have a pared effective way of maintaining appropriate
back Dynamics CRM and we hear on the transparency and collaboration in the
grapevine, marketing which will possibly organisation.
provide something akin to click dimensions.
Dynamics 365 business edition will only be
available to businesses with less than 250
employees too. 6. Microsoft Dynamics 365 for Sales has the
same core functionality as Dynamics CRM
Online has had but with you can also see
what is going on elsewhere in the business.
3. The Dynamics 365 Enterprise Edition has As with all the apps, it includes Non-
CRM and ERP at its heart. It’s positioned for Production License, Social Engagement,
companies of 250+ employees although we Mobile Offline, PowerApps for Sales,
feel that it also fits smaller companies really Knowledge Management, Voice of the
well and is available online and on-premise. Customer and Team Member capabilities.
It beats Salesforce on cost and capabilities
despite being a step up in cost from the
previous iterations of Dynamics CRM,
Dynamics NAV or Dynamics AX. You access 7. Dynamics 365 for Customer Service
the Project Service, Customer Service, Field brings greater collaboration to a customer’s
Service, Sales and Operations apps on this interactions with the whole organisation so
edition. that staff can better serve them. Service is
undoubtedly improved and opportunities
become more obvious.

019
 www.redspire.co.uk

In Summary

8. Dynamics 365 for Project Service test without potentially disrupting your live
Automation is all about project management system.
and its integration with the rest of the
business so that resources can be more 13. Microsoft Social Engagement takes the
easily managed and projects are run more admin out of social channel monitoring.
effectively. It monitors, alerts, surfaces insight and is
searchable too.

9. Dynamics 365 for Field Service is the

tool for engineers, contractors, installers, 14. The Integrated Self-Service Web Portal
surveyors et al who are all out on ensures your customers can find out what
appointments and jobs. New jobs are raised, they want to know, when they need to know
appointed, resourced and implemented it. It’s included with every subscription so
much more efficiently and the single you can be there for your customers 24/7
customer view on the database remains without having to staff up.
entirely up to date throughout.

15. Voice of the Customer Surveys is

10. Dynamics 365 for Marketing. Ah, this is your tool for making sure your customers
still a little under wraps. We’re excited that are entirely happy, for showing that it’s
Microsoft mentioned it would have Adobe important to you that they are, and for
integration at its core. That’s a lot of power. better opportunity identification and
It will drive all your initial awareness work surfacing.
as well as nurturing, conversion, customer
relationships and retention.

16. PowerApps is a useful shortcut to build

an app. You’ll still need someone for design
11. The Cloud v On-premise debate is and Excel formulas but the tool is strong and
now definitely moving in favour of cloud. helps those people complete their task more
This applies to the functionality of parts of quickly.
Dynamics 365, as well as the opportunity to
benefit from tiered pricing.

12. The Non-Production License comes

with every full user license and lets you

020
 www.redspire.co.uk

In Summary

17. Microsoft AppSource is a bit like iTunes 21. Migration to Dynamics365 has been
for Dynamics365, bringing recently built made as straightforward and appealing as
apps, services or modules from other Part- possible with the product offering, transi-
ners to Dynamics365 users. Sharing knowl- tional pricing and ensuring Microsoft Part-
edge and work already done helps business- ners (like us) are kept informed so that we
es to further develop their Dynamics365 can apply our skills to the new offerings im-
platform cost effectively. mediately on release. Thanks to Microsoft’s
size, there are discounts and promotions
available now that make the migration a no
brainer for most.
18. Microsoft Flow (Business Process Flow)
links business applications together to make
day-to-day tasks much easier for users. Us-
ers can continue to use the tools that they 22. We discussed the importance of map-
like but still use the Dynamics365 platform ping out the functionality you need by user.
and act from within it. It extends out to 72 Whether you are an existing CRM user, are
applications including competitor platforms just contemplating. Whether you use Dy-
allowing businesses using other platforms to namics or one of Microsoft’s competitors,
benefit from the functionality. now is the time to review so that you don’t
get left behind.

19. Mobile Offline comes with all the apps

and does what it says on the tin. If you think
of flight mode on a plane, it’s not dissimilar
except that the sync between offline and
online when connectivity resumes is auto-
matic. You might not even notice it.

20. PowerBI can read data to root out chal-

lenges and opportunities at a very granular
level showing, for example, the impact of
one decision across a business,

021
 www.redspire.co.uk

Our Dynamics 365 Prediction

Your employees will be more appreciative of working in a business with forward thinking
and logical processes that make their jobs easier and the company more profitable.

Your customers need better service. The time for inefficient systems, processes and
decision-making is gone. Companies cannot stay competitive beyond Brexit and the
digital world by holding onto makeshift approaches.

So, should you jump now or wait it out? Here’s what we predict. The companies that are
already using CRM or who are about to implement CRM will be the ones to watch. They are
already preparing their organisation and their people for the next wave of innovation. As is
always the case, what is a game changer now, will become the expected standard rapidly
and if you are not on the train you could be left behind as industries across the world
continue to transform in the next couple of years.

022
Double response rates and outperform last
month, every month with:
The Ultimate Guide to: Increasing Sales
Performance

Download Now