From productivity to personalization: How AI in CRM systems is transforming work?

AI’s remarkable ability to analyze data, make predictions, and automate tasks has transformed traditional workflows. And so, naturally, AI has found its way into CRM (Customer Relationship Management) systems.

AI-enabled CRM systems are transforming customer relationship management by providing smarter, more efficient ways for businesses to manage customer experiences and build loyalty at every stage. These AI capabilities not only boost customer engagement but also drive sales success. Research shows that 51% of businesses rank generative AI, including tools like predictive analytics, chatbots, and content creation, among the top CRM trends. Additionally, 65% of companies have already embraced generative AI in CRM. Businesses leveraging these advanced AI features are 83% more likely to meet or exceed their sales goals, with 34% reporting exceptional customer service compared to those using traditional CRM systems.

This blog explores how AI-enabled CRM solutions enhance productivity and deliver personalized service across marketing, sales, and customer support. It also covers best practices that help employees fully leverage AI’s benefits, empowering them to create customized customer experiences. Additionally, it touches upon the use of AI in CRMs like Microsoft Dynamics 365 Customer Engagement, which is transforming customer interactions and driving breakthroughs in engagement.

Revolutionizing marketing: How AI-powered CRMs enable personalization and drive engagement

Generative AI is already transforming marketing by using predictive analytics to forecast customer behaviors, real-time sentiment analysis to monitor satisfaction, and advanced segmentation for targeted campaigns. In addition, it helps marketing professionals summarize insights for swift action, and scale creative output. According to Forrester, 56% of B2C marketing decision-makers use AI for these purposes. AI-enabled CRM platforms like Microsoft Copilot in Dynamics 365 Customer Insights allow marketers to create dynamic audience segments, generate tailored content, and quickly access summarized insights for faster, more effective decision-making, ensuring deeper customer connections and improved engagement.

Empowering sales teams: AI transforms customer interactions and boosts revenue

Personalization in sales is key to success, and AI-driven CRM systems help sales teams make authentic connections with customers at the right time. Microsoft research shows that 79% of Copilot users report reduced administrative work, while 67% say it gives them more time with customers, and 64% note better personalized customer engagements. By automating routine tasks, AI allows sales teams to focus on building relationships and closing deals faster.

Transforming customer support: AI enhances productivity and retention

AI-powered CRM platforms are also transforming customer service. A study by the National Bureau of Economic Research found that AI-driven assistants increased the number of issues resolved by customer service agents by 14%, with novice agents seeing a 34% productivity boost. AI assistance not only improves productivity but also enhances customer sentiment and boosts employee retention.

Ready to integrate AI into your organization? Best practices for success

For business leaders ready to introduce AI solutions and benefit from the application of AI in CRM, there’s promising news: even those new to AI quickly see its value. Microsoft research reveals that it takes just 11 minutes saved per day for most people to recognize the impact of AI – an important threshold for establishing lasting work habits. In practice, many users exceed this benchmark. Some are saving up to 30 minutes daily (equivalent to 10 hours per month), with the average user reclaiming around 14 minutes per day, totaling nearly five hours saved each month.

Moreover, the tipping point where respondents notice meaningful improvements in productivity (75%), work enjoyment (57%), work-life balance (34%), and a reduction in meetings (37%) occurs within one business quarter, or about 11 weeks.

While the personal productivity benefits of tools like Copilot are substantial, building an AI-powered organization requires a commitment to adapting work practices. Here are some best practices to guide this transition:

• Promote daily usage: Consistent use of AI is key to reaping productivity benefits. Encourage team members to incorporate AI tools into their daily routines, with 11 weeks being a milestone for noticeable impact.

• Teach AI management skills: Encourage employees to approach generative AI tools as true assistants rather than basic search engines. Provide guidance on when to delegate tasks to AI versus when to rely on human judgment and expertise.

• Make use of reclaimed time: Encourage your team to use time saved for higher-level, creative tasks. Sales teams can deepen customer relationships, marketers can innovate on campaigns, customer service teams can focus on problem-solving, and managers can dedicate more time to coaching and team support.

Transforming customer engagement with AI in Dynamics 365 CRM

AI in Dynamics 365 CRM (Customer Relationship Management) brings advanced artificial intelligence tools and predictive analytics capabilities into Dynamics 365 Customer Engagement to elevate customer interactions, optimize sales workflows, and enhance decision-making across marketing, sales, and customer service. Through modules like Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Customer Insights, AI in Dynamics 365 CRM offers powerful benefits. Here’s how AI-driven features, particularly Microsoft Copilot, are transforming each module:

Copilot in Microsoft Dynamics 365 Customer Insights

Dynamics 365 Customer Insights, now integrating the Dynamics 365 Marketing and Dynamics 365 Customer Insights modules, has been enhanced with Copilot.

Today’s customers expect hyper-personalized interactions with brands, making it essential for marketers to deeply understand their audience. Often, valuable customer data is trapped within various platforms. With Copilot in Dynamics 365 Customer Insights, marketers and data analysts can leverage natural language to access this data and deliver personalized experiences effortlessly.

Marketers can create highly personalized and targeted customer segments by conversing with the customer data platform. Copilot in Dynamics 365 Customer Insights also suggests additional segments that might not have been previously considered.

Furthermore, Copilot helps generate personalized content, such as email campaigns, by understanding the marketer’s intent and providing relevant suggestions. This increases productivity and ensures that content is tailored to customer preferences. Marketers can explore, understand, and predict customer preferences and needs in near real-time, reducing reliance on data and analytics teams.

Further readings: What has changed about Dynamics 365 Customer Insights?

Copilot in Dynamics 365 Sales

In Microsoft Dynamics 365 Sales, Copilot plays the role of an AI assistant, helping sales teams become more efficient and productive in their routine tasks. Sellers can enhance customer relationships and improve ROI with the help of AI, positioning Dynamics 365 Customer Engagement as the first CRM to provide next-generation AI solutions for sales professionals.

Sellers can chat with Copilot in natural language or even use predefined prompts for getting the info they need. This includes summaries of opportunities and lead records, catching up with changes in records, material to prep for meetings and any latest news about their accounts.

Help your sellers focus on ROI and strengthen customer relationships with AI assistance in Dynamics 365 Sales – the first CRM to offer next-generation AI for sellers. Use AI to write email replies, draft meeting summaries, update customer records, and pull relevant information from SharePoint, Outlook, and Microsoft Teams.

Let’s explore these features:

• Record summarization: Get a quick summary of opportunity and lead records. Copilot generates summary from predefined fields, that are more relevant for your business.

• Recent changes: Copilot helps your sales team stay on top of the sales record by summarizing changes that were made to lead, opportunity, and account records. This is done by generating a list of recent changes from the audit history of the records.

• Information assistance: Get all the information you need at your fingertips whether it’s product related documents or answers to questions from documents stored on SharePoint.

• Meeting preparation: Copilot effortlessly prepares your team for meetings by summarizing key information from related opportunity or lead records.

• Email assistance: Copilot helps you draft professional emails, summarize email conversations for customer notes, and provides follow-up reminders for unanswered messages.

• News updates: Copilot keeps you updated on account news by delivering curated articles from Bing, offering valuable insights for conversations. However, be sure to verify the sources and content for accuracy and relevance to your customer.

Copilot in Dynamics 365 Project Operations

Copilot capabilities in Dynamics 365 Project Operations assist consultants and project managers in streamlining business processes from the frontline to the back office, helping service delivery organizations achieve operational efficiencies.

Designed to enhance the productivity of various roles, including project managers and practice managers, Copilot offers an intuitive, user-friendly experience that boosts productivity and provides greater visibility into project performance. Copilot offers four key capabilities:

• Task plan generation

• Risk assessments

• Project status reports

• Interactive, chat-like experience

The Copilot features in Project Operations are introduced to simplify and expediate workflows, optimizing efficiency across service delivery operations.

Discover more: Learn how Copilot is transforming project management in Dynamics 365 Project Operations.

Copilot in Dynamics Customer Service

Copilot in Dynamics 365 Customer Service offers real-time AI support, enabling agents to automate time-consuming tasks, manage cases efficiently, and resolve issues more quickly, ultimately delivering greater value to customers.

With the Copilot features activated, agents can perform the following actions within the Customer Service workspace app:

• Respond to inquiries

• Compose emails

• Draft chat responses

• Summarize cases and conversations

More insights: Discover how Dynamics 365 Customer Service drives ROI improvements

Copilot in Dynamics 365 Field Service

Copilot in Dynamics 365 Field Service enhances customer interactions by delivering real-time, data-driven insights. Imagine providing personalized service recommendations or quickly resolving complex issues with AI-driven suggestions. This approach eliminates guesswork in service delivery, allowing for informed and strategic decision-making.

Moreover, Copilot significantly optimizes field service operations. From scheduling and dispatching to predictive maintenance, it streamlines various elements of your service chain. As a result, field technicians are better equipped, routes are planned more efficiently, and customers benefit from prompt and effective service. The capabilities of Copilot within Microsoft 365 integrations and the Field Service core application assist users with work order creation, management, and scheduling recommendations, ultimately boosting productivity for frontline teams.

Learn more: How copilot in Dynamics 365 Field Service is empowering service professionals?

Taking the next step forward

It’s time to propel your organization into the future by embracing a new paradigm of customer engagement through AI-enabled personalization, which empowers both customers and employees. With Dynamics 365 Customer Engagement and its Copilot capabilities, you can elevate your customer interactions and significantly enhance your sales performance. As you consider implementing Dynamics 365 Customer Engagement or exploring AI in CRM, partnering with Confiz can make all the difference.

Leveraging our team of certified Dynamics 365 professionals and our proven track record of successful CRM rollouts, we can assist you in tailoring solutions to meet your specific needs. We understand that every organization is unique, so our experts will work closely with you to customize the CRM effectively. Additionally, our extensive experience ensures a seamless implementation process that minimizes disruption and maximizes efficiency. To further empower your team, we also provide comprehensive training and ongoing support.

Ready to take your customer engagement to the next level? Contact us at marketing@confiz.com to discover how we can help you harness the power of AI and Dynamics 365 for your organization’s success.