Digital Transformation using Dynamics CRM and SharePoint platforms

Create customer experiences that boost engagement and value to your business

The concept of “digital transformation” has different meaning to different companies. As digital transformation will look different for every company, I use the image of old payphone booth, converted into WiFi hotspot, to best describe one aspect of Digital Transformation for a telco. Digital transformation is the realization that customers will turn away from brands that don’t align with their needs and expectations, in this case Internet access anywhere.  A top-notch customer experience is the way to keep customers involved and engaged with your brand.

Front-end customer experience is not the only focus of digital transformation. Using technology to redesign operational systems has similar impact on the company’s ability to successfully provide great experiences to the customer. For this reason we recommend to harness the power of Dynamics 365 and SharePoint as the main two platforms to support Digital Transformation.

While most Digital Transformation experts support their ideas with business-to-consumer (B2C) ideas and examples, the transformation we are experiencing today is no different from the Business to Business (B2B) model. Business customers want to do everything, faster, easier, simpler, and anywhere. They are no longer happy with getting information the traditional way. Mailing brochures with price proposals does not meet customers’ expectations any more.

When Microsoft CRM was first released, about 15 years ago, it was mainly used as advanced spreadsheet, to manage and update contact details of leads, contacts, and accounts. Since then Dynamics 365 was developed to manage all touchpoints between the business and its clients. In the B2B model, these touch points are mostly Email communications and documents exchanges between commercial businesses. Business documents are either generated within Dynamics 365 or imported / sync with other ERP systems, and other business documents are expected to be stored SharePoint. Theoretically, these two platforms are designed to hold all business documents the organization generates, from price quotations, orders, invoices, payment receipt, and account’s statement, to service agreements and legal / commercial contracts.

It may look like static process between organizations. The reality is that documents are frequently exchanged and worked on. Price quotations are negotiated, orders are modified, invoices need to be signed off and then paid, parties exchange contracts till all details are agreed upon, artwork and creative ideas go through proofing processes before production.

DoxTray (by www.DynamicsObjects.com ) is cloud application scheduled to be released by December 2017. While companies are using SharePoint to internally collaborate between users, DoxTray aims at providing similar functionality for document collaboration between businesses. DoxTray relies on data stored in Dynamics 365 database, as well as documents stored in SharePoint.

DoxTray provides clients the facility to upload documents such as orders and contracts, download invoices, pay for invoices, and use DoxTray to facilitate exchange of notes between two businesses regarding contracts, orders, quotes and artwork / creative design proofing.

DoxTray is free, with paid add-on options.

If Digital transformation is the vision of your business or your customers, we would like to hear from you.

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CRM Software Blog | Dynamics 365