Imagine you are calling your favorite restaurant. Almost immediately, a staff member – Nina, answers and greets you by your name. She inquires whether you’d like to place your usual order. After taking your order, she suggests some dessert options, keeping your gluten intolerance in mind. In the next few seconds, after reconfirming your delivery address, she closes the call. Considering the kind of experience the restaurant offers, it isn’t hard to guess why you would choose to remain a loyal customer.
Such sort of hyper-personalisation obviously gives a cutting-edge to businesses.
But why are most businesses unable to achieve this?
What’s Holding Your Business Back?
Since its very inception, CRM applications have been intended to provide companies with a consistent and integrated view of the customer regardless of the department they interact with.
However, the problem remains that much of the information needed by these professionals remains in a single IT system at the company rather than being shared. CRM systems such as Microsft Dynamics 365 lack an in-built integration with other business software systems.
Without keeping track of data at the end of a busy day spent receiving and answering calls, delayed response times, and slow resolutions, businesses cannot hope to gain the competitive edge they aspire for.
CTI (Computer Telephony Integration) helps you achieve this by integrating your CRM system, such as Microsft Dynamics 365, with your business applications.
Industrial Use Cases
As CTI integration has come to be accepted as a universally good practice, irrespective of the industry, it brings certain unique advantages to specific industries as well.
Here, we explore some use cases of MS Dynamics CTI Integration for various industries.
1. Beyond Transactions: Future-Ready Banking
Modern-day customers demand hassle-free and personalized banking experiences. As digitization grips over, banking institutions need technological solutions that can help them manage growing data, customers, and interactions quickly.
MS Dynamics CTI provides an answer to these problems by tying various banking processes together and easing the process of gathering, storing, and managing growing data. By improving financial transactions and connecting different departments, the CTI integration helps create value for each customer.
⦿ Real-time Transaction Insights
The MS Dynamics 365 CTI integrated platform for banking contact centers not only streamlines the transaction process but also provides instant access to transaction details, including preferences, transactions, holdings, and communication history. This real-time data accessibility allows banking professionals to make informed decisions, optimize transaction workflows, and enhance the overall efficiency of financial operations.
| 💡 Also Read | Top 8 Trends in Digital Banking |
⦿ Customer Identification and Authentication
The unified customer view enables agents to identify customers in one go as soon as the call comes in. This means customers are not subjected to the constant back-and-forth questioning about their identity, allowing them to communicate without getting annoyed. This, in turn, fosters a frictionless and frustration-free interaction between the entities.
| 💡 Get the Free Guide | Ultimate Guide to Customer Identification & Authentication |
⦿ Integrated Multi-Channel Customer Support
The MS Dynamics 365 CTI connector enables banking contact centers to deliver genuinely seamless customer support. Whether the customer reaches out via phone, email, or chat, the platform ensures a unified view of interactions, facilitating seamless, efficient, and contextually consistent support regardless of the communication channel.
| 💡 Read on | How MS Dynamics CTI can Improve Call Management? |
2. Coordinated Patient Care in the Healthcare Industry
Technology is a part of any industry’s evolution, and the healthcare sector is no exception. As it orients towards customer-centricity, portals like MS Dynamics help organizations provide care and support to their entire patient base and improve the way healthcare providers and patients interact with each other.
⦿ Streamlined Appointment Process
Healthcare organizations usually hire staff sitting at the front desk to take appointments. But if the doctor is packed, patients have to come back again the next day. With MS Dynamics 365 CTI integration, this hassle can be eliminated by letting the patients sign up and book appointments from the portal itself. As the portal reflects the doctor’s availability on the portal itself, they can make appointments accordingly and reduce errors that come with manual entries.
⦿ Tele-Medicine
The integration also enables caregivers to deliver remote healthcare services, reducing unnecessary visits and saving time. Patients also have the opportunity to reach out to healthcare staff via a number of channels, calls, video, text, social media, live chat, etc, without having to repeat themselves across every new channel. The seamless switching between channels and context retention saves time and ensures a quality healthcare experience for patients.
⦿ Healthcare Record Management
The unified healthcare portal allows patients to view their health data, reports, prescriptions, and health plans specially tailored for them. This means eliminating unnecessary visits to the hospital just to collect reports. On the healthcare organization’s end, the platform makes it simple to manage staff, order suppliers, and help manage relationships with suppliers, partners, and employees.
| 💡 Read on | Healthcare Contact Center Trends in 2024 |
3. Grow Revenue Outcomes in the Insurance Sector
As digitalization comes to encompass an ever-wider share of the insurance value chain, simply improving certain sections is not enough. Realizing the importance of data in utilizing the full benefits of digitalization, insurance companies need to pivot away from their legacy IT systems and move towards new platforms and tools. One such tool is Microsoft Dynamics 365 CTI Connector.
The integration helps manage a company’s interactions and relationships with customers and potential customers.
⦿ Customize Based on Insurance Industry Needs
The CTI integration enables customization of CRM applications based on the insurance company’s needs. Whether it is the need for policy renewal forms, annual premiums, policies by coverage types, application submission status, or agent productivity, the Microsoft Dynamics CRM can be used per distinct business needs.
⦿ Improve Operational Efficiency with Actionable Insights
A central repository for policyholder information can give a boost to operational efficiency by streamlining data input, eliminating redundancies, and making it easier for members to find information. The Microsft Dynamics 365 CRM integrates seamlessly with your contact center, automates customer-facing tasks with unique workflows, and reduces overhead costs. With powerful, contextual analytics, insurance firms can improve real-time decision-making and provide insights into clients, brokers, risk exposure, and sales performance by branch, region, and agent.
⦿ Acquire New Businesses
Insurers can put customers at the heart of their business and reap significant rewards. The MS Dynamics 365 CTI ensures customer loyalty with personalized service delivery and paves the way for acquiring and retaining new customers. From seamlessly tracking lead conversion and identifying the most effective marketing strategies, businesses can optimize their marketing strategies. While the marketing mix will attract new customers, insurers can maximize the profitability of each customer with tailored offers.
| 💡 Read on | How to Give a Boost to Customer Experience in the Insurance Industry |
4. Adapting to Digital Retail Realities
Over the years, retailers were not required to adapt to a flexible customer purchasing landscape. Comparing that to the present times, customers want to browse products and reviews right from the comfort of their couch. Now, with digital-centric business models raising the bar, retailers need to re-analyze and re-evaluate their roles. With d365, CTI retailers can leverage their business as per industrial trends.
⦿ Effective Inventory Management
With Microsoft Dynamics 365 CTI integration, retailers can optimize their inventory management. Apart from gaining real-time visibility into inventory levels, automated replenishment processes, and advanced forecasting capabilities, the platform can equip retailers with accurate inventory data at their fingertips, avoid stockouts, minimize carrying costs, and ensure timely order fulfillment.
⦿ Streamlined Supply Chain Management
The integrated platform can optimize retail operations by enabling end-to-end supply chain visibility, streamlining the procurement process, and facilitating seamless collaboration with the suppliers. Further, by ensuring timely and efficient product availability, retailers can enhance end-customer satisfaction and reduce operational costs.
| 💡 Also Read | Quick Loss and Fraud Detection in Retail |
⦿ Enhanced PoS Capabilities
One vital aspect of the MS Dynamics 365 CTI integration is that it equips retailers with advanced point-of-scale capabilities, helping streamline the sales process and enhancing customer interactions. The platform supports multiple transaction types and integrates seamlessly with other applications, such as payment gateways and loyalty programs. Further, with a smooth and efficient checkout experience, retailers can help drive repeat business and ensure customer loyalty.
Wrap-Up
As we navigate the modern business landscape, we are faced with the fundamental challenges of fragmented data and complex workflows that hinder seamless customer interactions. MS Dynamics CTI Connector transcends these challenges by bridging the gap between CRM systems and diverse business applications. Emerging as a linchpin for operational efficiency, it strengthens customer service delivery and propels businesses into the future.
