Increase your conversion rates and make the revenue contribution of your marketing measurable. With D365 Customer Insights – Journey, you can create cross-channel campaigns, deliver relevant content, and strengthen customer loyalty.
Today’s customers expect seamless experiences across website, portal, field service, hotline, and sales – regardless of which channel they use to contact you.
_We integrate data from CRM, commerce, marketing, service, and ERP in Microsoft D365 to create end-to-end CX experiences.
Together, we create a solution that combines commerce, service, self-service, and campaigns into a single end-to-end process, from product browsing through checkout and ERP order processing to complaints, spare parts orders, and maintenance requests.
We automate key processes, integrate data from your ERP, and provide your teams with tools that genuinely reduce the day-to-day workload.
This increases planning reliability, creates transparency in the pipeline, and strengthens customer satisfaction – precisely where competitiveness is decided.
_ Obtain reliable figures on revenue, service costs, and customer satisfaction.
Understand the contribution of new processes to the company’s success.
What helps: a platform that enables clear business cases and delivers shorter throughput times, a predictable pipeline, and stronger customer loyalty.
Start by digitizing the most profitable processes – for example, incident management, spare parts business, or quotation processes. This creates quick, visible effects and then gradually expands your process landscape.
_ Plan and automate customer journeys across all channels and report on campaign success.
When campaigns, website, and sales operate separately, customer experiences are hard to measure. The marketing contribution to sales and customer loyalty is also difficult to demonstrate.
With a platform that connects all contact points, you can plan and automate customer journeys across emails, websites, events, portals, and commerce channels. You segment target groups based on real behavioral data, deliver personalized content, and identify in real time which journeys lead to opportunities, offers, or service requests.
_ Set up standardized customer and quotation data and connect internal and external sales on one platform.
Variant diversity, special pricing, manual approvals, and separate data sources make it difficult to turn inquiries into predictable revenue systematically. However, you need a pipeline you can trust and processes that propel your teams forward.
Guided sales processes and a clear view of all interactions help you to set priorities within the team and make forecasts reliable. By integrating ERP and commerce systems, you ensure that conditions, availability, and prices remain consistent from initial contact through to invoicing.
_ Bundle all service requests, access complete device and contract data, and plan field service operations in a targeted way.
Media breaks between the portal, scheduling, deployment planning, deployment reports, and ERP lead to long processing times and incomplete customer data.
A central knowledge base supports employees in resolving complex cases, while self-service portals and chatbots handle standard queries. Mobile apps for technicians enable the capture of feedback, checklists, photos, and signatures directly on site, with automatic posting to the system. This increases the first-time fix rate while creating more time for demanding service cases.
_ Merge customer, sales, and service data and reduce media breaks.
Legacy systems, disparate identity and authorization models, and data silos make it difficult to deliver a consistent customer experience.
Clear governance models, standardized interfaces, and consistent identity management help you to avoid shadow IT and roll out new CX functions in a controlled way. With integrated solutions such as Microsoft Dynamics 365 Sales, Customer Service, Field Service, Commerce, and Customer Insights – Journeys, you can establish a platform that can be expanded in a controlled manner, rather than starting from scratch with every project.
As a foundation company with permanent teams, we are geared towards maximum continuity over the entire duration of the project. You benefit from constant contact persons, short coordination channels – and convincing results.
Consistent teams, long-term support
Customer experience (CX) describes the sum of all experiences that customers have with a company across all points of contact – from initial interest to purchase and usage to service. A good customer experience aims to make interactions consistent, relevant, and personalized – regardless of the channel.
In Microsoft Dynamics 365, customer experience refers to connecting sales, customer service, marketing, commerce, and field service on a shared platform. The applications are built on a unified data model and provide a consistent view of customers, interactions, and processes across the entire customer lifecycle.
An integrated CX platform, such as Microsoft Dynamics 365, reduces media breaks, manual handovers, and duplicate data storage. Sales, service, and marketing access the same customer data, interaction histories, and product information.
This leads to:
At the same time, companies receive meaningful analyses across the entire customer lifecycle – from first contact through purchase to after-sales service – and can further develop their customer experience strategy in a targeted way.
A holistic customer experience results from the interaction of several disciplines:
In Microsoft Dynamics 365’s integrated CX platform, these areas are closely interlinked and form end-to-end lead-to-cash and service processes. These processes are transparent to customers and internal teams.
An omnichannel customer experience ensures that customers have a consistent experience across all channels – online, mobile, in-store, or during service interactions.
With Dynamics 365 Commerce, product ranges, prices, promotions, and content can be managed centrally and distributed across stores, webshops, portals, and marketplaces. By integrating sales, customer service, and marketing, seamless customer journeys are created, enabling customers to access the same information, offers, and services at any time, across any channel.
An integrated CX platform reduces media breaks, duplicates, and manual handovers. Sales, service, and marketing access the same customer data, interaction histories, and product information and coordinate their activities in a shared environment.
This leads to faster response times, a higher first-time fix rate, and improved pipeline transparency. At the same time, you gain meaningful analytics across the entire customer lifecycle – from the initial contact through purchase to after-sales service – enabling you to manage investments in customer experience in a targeted way.
Data-driven customer journeys are based on a combination of master data, behavioral data, and interactions across all channels. With Dynamics 365 Customer Insights (data and journeys), this information is consolidated, target groups are segmented, and personalized content is delivered at the right time.
Real events, such as website visits, purchases, or service requests, drive customer journeys. Automated steps – such as personalized messages, tasks for sales, or individual content in customer portals – create relevant experiences instead of rigid campaigns.
Whether you have an initial project idea, specific questions or would like a live demo – we will make time for you. Arrange your personal meeting now.
Bring structure to your leads, opportunities, and offers. With D365 Sales, your sales force works with a central pipeline, prioritizes opportunities with AI support, and creates offers in no time at all – with positive effects on closing rates.
Access complete, consolidated customer, device, and contract data. With its integrated knowledge database and case prioritization, D365 Customer Service helps to shorten processing times.
Increase your conversion rates and make the revenue contribution of your marketing measurable. With D365 Customer Insights – Journey, you can create cross-channel campaigns, deliver relevant content, and strengthen customer loyalty.
Combine data from sales, service, commerce, and external sources to create unified customer profiles. With D365 Customer Insights – Data, you transform individual customer data points into a deeper understanding of your customers.
Create shopping experiences that seamlessly connect stores, webshops, and marketplaces. D365 Commerce brings together product, pricing, and customer data, ensuring your offers appear consistently across channels.
Plan assignments so that the right technicians arrive on-site at the right time with the right parts. With D365 Field Service, you control dispatching, scheduling, parts logistics, and feedback in a single solution.
Arineo – your multi-award-winning Microsoft partner
Microsoft Dynamics 365
Fast Track Portfolio Partner
We are a multi-award-winning Microsoft Solutions Partner and a three-time member of the Microsoft Inner Circle. You benefit directly from this: we are familiar with roadmaps and best practices, recognize limitations early, and incorporate this knowledge directly into our projects. This creates a CX architecture that considers functional requirements, data strategy, and AI capabilities from the beginning.
With preconfigured modules or our best practices from service, field service, and retail, we accelerate your projects and take the pressure off your teams in everyday work. We understand how your customers think and work with you to develop processes that not only run smoothly from a technical perspective, but also feel right for your organization.
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