In today’s digital landscape, the success of customer service on social media hinges on the quality of care provided to customers. It’s essential for communications from agents to be timely, accurate, sensitive, brief, and friendly to enhance customer satisfaction and foster brand loyalty. To support this, we are excited to introduce the first-party WhatsApp channel seamlessly integrated with Azure Communication Services, now available in public preview for Dynamics Contact Center. 

Why WhatsApp?

WhatsApp is a leading choice for contact centers worldwide, celebrated for its ease of use and extensive global reach. With billions of users, WhatsApp provides businesses with an unparalleled opportunity to connect with customers in a medium they trust and prefer. Now, with our first-party solution, integrating WhatsApp into your contact center has never been easier. 

Seamless integration with Microsoft’s ecosystem 

One of the key advantages of this new integration is its direct tie-in with Microsoft’s ecosystem. By leveraging Azure Communication Services, our solution eliminates the need for third-party connectors. This results in a simplified IT footprint, enhanced reliability, and more secure communication for your business. No more juggling multiple vendors or worrying about potential integration issues. Our solution is designed to work seamlessly within your existing Microsoft infrastructure. 

Key capabilities 

With the first-party WhatsApp channel, your contact center can benefit from a range of powerful features: 

• Easy Configuration: Administrators can easily configure the WhatsApp channel powered by Azure Communication Services, making setup straightforward. 

• Customer Engagement: Customers can reach out to your business through WhatsApp, engaging in an asynchronous manner that respects their time and preferences. Whether it’s a quick question or a detailed inquiry, your customers can connect with you when it’s convenient for them. 

• Unified Interface for Agents: Agents will have access to a unified, contextual, and productive interface. Subsequently, they can engage with customers and resolve issues more efficiently. This streamlined workflow reduces the time to resolution and enhances overall customer satisfaction. 

• Rich Reporting for Supervisors: Supervisors and managers can access detailed reports to monitor and optimize contact center performance. This data-driven approach ensures that your team is operating at peak efficiency, with insights that drive continuous improvement. 

Enhancing customer engagement

The integration of WhatsApp with Azure Communication Services is more than just a new channel—it’s a step toward more meaningful and contextual customer interactions. By leveraging WhatsApp, businesses can provide a seamless and personalized experience that resonates with customers, ultimately driving satisfaction and loyalty.

Get started today

To sign up to use this feature, fill out this form. We invite you to explore the new first-party WhatsApp integration in Dynamics 365 Contact Center. Whether you’re addressing product inquiries or managing customer service scenarios, this integration empowers your agents to deliver exceptional customer care. 

Join us in this exciting journey of enhancing customer communication. With this new channel, experience the benefits of a simplified, reliable, and powerful customer service tool. 

Stay tuned for more updates as we continue to expand the capabilities of Dynamics 365 Contact Center. Also, don’t hesitate to provide feedback during this public preview period. We’re here to support your success. 

Learn more

Watch a quick video introduction.

To learn more, read the documentation: Configure a WhatsApp channel through Azure Communication Services (preview) | Microsoft Learn

The post Try the first-party WhatsApp channel in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

Discover how Copilot for Dynamics 365 Commerce can help you deliver personalized customer experiences, optimize product management, and streamline retail operations for store associates, managers, and back-office staff with AI.

Transformative AI in Dynamics 365 Commerce

The retail industry is facing significant challenges and opportunities in today’s digital world. AI can help you create value for your customers and stand out from your competitors. It can help you solve critical challenges such as improving customer service, refining product management, increasing store associate productivity, and simplifying finances.

Dynamics 365 Commerce now includes Copilot, which helps you improve customer satisfaction, boost sales, increase profit margins, and enhance workforce productivity with automated insights, validations, and summaries that reduce the clicks and searches needed to find information, creating a near “one-click” retail experience.

Watch this brief video to see Copilot in action.

Customer insights

Copilot simplifies the process of understanding your customers. It aggregates data on customer preferences from Dynamics 365 Commerce, giving you an in-depth and comprehensive view of your customers, such as their favorite product categories, preferred price ranges, and lifetime value based on recency, frequency, and monetary metrics. You can view their previous interactions with a quick glance, making it easier to resume conversations or give customized follow-ups for better customer relationships and more personalized and effective engagement. Learn more about Copilot customer insights.

Product insights

Whether you’re introducing new products or welcoming new store employees, keeping everyone informed and prepared is essential. Copilot provides comprehensive product insights, including clear and concise descriptions, key benefits, inventory levels, and discount details, empowering your staff to elevate product sales. Additionally, employees can access information on related items like accessories and bundles, promoting a cross-selling environment that enhances the shopping experience and boosts sales. By equipping store employees with the knowledge and confidence to engage customers effectively, Copilot turns interactions into opportunities, increasing customer satisfaction, sales, and the all-important average order value.

Report insights

Envision a scenario where synthesizing insights to assess the performance of your retail channels becomes seamless. With Copilot, it’s easy. Copilot provides instant insights, generating narrative summaries for channel reports. You’ll receive a precise and succinct overview of critical metrics such as sales, revenue, profit, margin, and overall store performance—right at your fingertips. Copilot’s real-time analysis keeps you ahead, updating summaries as new data arrives, empowering your store associates to communicate results effectively, accurately, instantly. Embrace the future of retail intelligence with Copilot and revolutionize the way you interact with your data. Learn more about Copilot report insights in Dynamics 365 Commerce.

Retail statement insights

Copilot can summarize posted and unposted retail statements, highlighting key insights such as the number of affected transactions, total sales amount, and risks like returns without receipts, expense transactions, and price overrides. These insights into retail statements allow for straightforward and efficient management of financial reports and help you detect and correct discrepancies and risks in your retail statements by providing a clear summary of anomalies in transactional activity. By using Copilot-powered insights, you can identify issues without wading through numerous forms, promptly take corrective measures, and reduce the need for support inquiries to solve problems. Learn more about Copilot retail statement insights in Dynamics 365 Commerce.

Merchandise more efficiently

Merchandising is a complex and time-consuming process that involves configuring products, categories, catalogs, and attributes for each channel. Merchandisers need to ensure that their products are displayed correctly and accurately on the online store, and that they comply with each channel’s business rules and policies. However, manual configuration is prone to human error, and it doesn’t scale for businesses that have millions of products, thousands of attributes, and hundreds of categories and catalogs across hundreds of stores.

Copilot enhances merchandiser efficiency by streamlining merchandising workflows, summarizing product settings, and automating data validation by checking for errors and inconsistencies in your product merchandising data. From the Copilot summaries, you can navigate to a list of issues and act without losing context to address problems promptly and efficiently. Your products are always correctly configured and displayed, enhancing customer satisfaction and boosting sales. Learn more about Copilot merchandising insights in Dynamics 365 Commerce.

Ensuring the ethical use of AI technology 

Microsoft is committed to the ethical deployment of AI technologies. Through our Responsible AI practices, we ensure that all AI-powered features in Dynamics 365 adhere to stringent data privacy laws and ethical AI usage standards, promoting transparency, fairness, and accountability. 

Conclusion

Copilot features for Dynamics 365 Commerce are revolutionizing the retail experience by bringing AI to store associates, store managers, channel managers in the back office, and merchandisers. They’re simplifying complex data analysis, personalizing customer service, optimizing product management, and driving business growth by improving customer loyalty, increasing sales, and enhancing profitability.

If you’re ready to take your retail business to the next level, contact us today to learn more about how Copilot can help you transform your retail business.

Copilot functionalities in Store Commerce are available starting with the following versions:

• 10.0.39, from Proactive Quality Update 4 (PQU-4) onwards (CSU: 9.49.24184.3, Store Commerce App 9.49.24193.1)
• 10.0.40, from Proactive Quality Update 1 (PQU-1) onwards (CSU: 9.50.24184.2, Store Commerce App 9.50.24189.1)

Copilot functionalities in back office (Headquarters) are available starting with the following versions:

•   10.0.38 from Proactive Quality Update 5 (PQU-5) or subsequent updates
•   10.0.39 from Proactive Quality Update 3 (PQU-3) or later versions
•   All editions of Commerce version 10.0.40 onward

Next steps

Learn more about Dynamics 365 Commerce.

Engage with other Dynamics 365 users in our community forums to learn from their experiences and share your own.

Not yet a Dynamics 365 Commerce customer? Take a tour and get a free trial.

The post Copilot for Dynamics 365 Commerce revolutionizes retail with AI appeared first on Microsoft Dynamics 365 Blog.

In a previous blog, we discussed how modern, AI-enabled customer relationship management (CRM) platforms and enterprise resource planning (ERP) systems help drive new, more effective ways of working for employees and more satisfying outcomes for the customers they serve in three key ways: by streamlining operations, by empowering more informed and insightful decisions, and by elevating customer and employee experiences.  

In this blog post, we’re going to focus on the third item: elevating customer and employee experiences by showing how AI-enabled CRM solutions help increase productivity and provide unprecedented levels of personalized service across three key business functions: marketing, sales, and customer service. We’ll also provide insights and best practices for how to help employees get the most from AI, including how they can be empowered to create personalized experiences for their customers.  

Microsoft Dynamics 365 Sales

Grow your revenue with next-generation AI.

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Revolutionizing marketing: How AI-enabled CRM software drives personalized experiences and enhance customer engagement 

Marketing is one area where generative AI is already in active use. According to a Forrester survey of CMOs, more than half (56%) of B2C marketing or advertising decision makers have been using generative AI in three key ways:  

• To help employees minimize tedious tasks, allowing for more time to focus on strategically important work. 
• To summarize insights and enable swift action without the need to dig through data manually. 
• To boost the scale of creative output by generating starter ideas along with visuals and copy.¹

AI is particularly capable of delivering personalized experiences in marketing, where AI-enabled CRM platforms can marry customer data to messaging to create memorable moments and impact sales. One example of a company using AI-enabled CRM solutions to generate marketing content is North Carolina-based sports club NC Fusion, which used Microsoft Copilot in Dynamics 365 Customer Insights to help its marketers create personalized messaging tailored to its audience segments, increasing the reach of the brand. Using AI-enabled content ideas, descriptions, and summaries has provided significant time savings, and personalizing campaigns has been more effective with Copilot.²  

“For families, we are able to tailor the message they receive. This means a family will only receive messages that apply to their situation, and not a multitude of emails that have no application to their family situation. With AI-assisted content production, our customer engagement has increased from 10% to 30%.”  

Chris Barnhart, Head of IT and Data Systems at NC Fusion

Empowering sales teams: How AI-driven personalization can transform customer interactions and boost revenue 

Another area where personalization can impact an organization’s bottom line is sales, where making authentic connections with customers at the right time is paramount. Few organizations know this better than superyacht brokerage Northrop & Johnson, which has used AI to deliver highly personal sales experiences tailored to the wants and needs of its high-value clients. 

“In this market, we have high-wealth customers who are considering very high-value purchases, and we can’t afford any interactions that leave them feeling anything less than special.”

Keith Perfect, Director of Technoloy & Intelligence at Northrop & Johnson 

Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Customer Insights, and Copilot provide Northrop & Johnson sales teams with comprehensive and timely data for each client, which helps them deliver personalized conversations at precisely the right time to engage. 

“Clients at this level want to know they are taken care of. And when you must make an impact in minutes, which is all you have with these busy clients, you need to be very attuned to them. Otherwise, it could cost you the sale. So, having a solution at your fingertips that connects the entire journey is huge for our sales team.” 

Daniel Ziriakus, President & Chief Operating Officer at Northrop & Johnson

Sales teams using AI-enabled CRM software also realize significant time savings as salespeople assign more tedious tasks to their AI assistants. In fact, according to new Microsoft research, 79% of Microsoft Copilot for Sales users say it reduces the amount of administrative work they have to do, 67% say it helps them spend more time with customers, and 64% say it allows them to better personalize customer engagements.³  

Transforming customer support: How AI-driven assistants enhance productivity, satisfaction, and retention 

Customer service is still another area where AI-enabled CRM platforms can make an immediate impact. According to a November 2023 study from the National Bureau of Economic Research (NBER), customer service agents using a generative AI-based conversational assistant were able to increase productivity—specifically measured by the number of issues resolved per hour—by an average of 14%. The effect was even more pronounced with novice and low-skill workers, who experienced productivity increases of 34%. Researchers also found that AI assistance improves customer sentiment and increases employee retention.⁴ 

One company using an AI-enabled CRM solution in customer service is Microsoft. We operate one of the largest customer support teams in the world and process more than 145 million contacts per year. We use Microsoft Dynamics 365 Customer Service to help utilize the full expertise of the engineers on staff and provide better resolution of customer issues across the board.⁵  

“The challenge for every support engineer is to connect with the human being on the other end of the call who has a problem that needs solving. You want to connect with them, but you also need to be able to pull in a great deal of technical information. Copilot provides us the support to offer the customer understanding while also sorting out their technical problems.” 

Ric Todd, Director of Support Strategy at Microsoft

Download The AI Advantage: Driving sales performance with next-generation tools.

Bringing AI to your organization  

For leaders looking to roll out AI solutions in their organizations, we have some encouraging news: people new to AI begin recognizing its value quickly. Recent Microsoft research shows it takes a time savings of just 11 minutes per day for most people to see its usefulness (a key factor in getting new work habits to stick). ⁶  

Encouragingly, most respondents report having saved more than 11 minutes. The most efficient among them are saving up to 30 minutes per day—the equivalent of 10 hours per month—and the average person is saving 14 minutes per day for a time savings of almost five hours per month. 

What’s more, the breakthrough moment by which respondents report seeing improvements in productivity (75%), work enjoyment (57%), work-life balance (34%), and the ability to attend fewer meetings (37%) happens within one business quarter—11 weeks.⁷  

While personal productivity gains from Copilot are real and significant, building an AI-powered organization requires committing to working in a new way. Some best practices to consider include:  

• Encourage daily use. Realizing productivity gains from AI will take intentional everyday practice. Those who start building the habit early will pull ahead. And don’t forget—11 weeks is all it takes for people to recognize the effect.  

• Help people manage their new assistants. Employees taught to treat their generative AI tools as assistants, not search engines, will get the most value. Teach team members to manage their new assistant and to recognize when to delegate a task to AI and when to apply their human intelligence, judgment, and skill. 

• Find good use of reclaimed time. Help your team take advantage of time savings to focus on the higher-order and creative tasks only people can do. Salespeople can devote more time to building relationships with customers and closing deals. Marketers can carve out time to dream up new solutions. Customer service teams can focus on solving problems, and managers across the organization can spend more time coaching and caring for their teams. 

Taking the next step forward 

Take the next step in your AI adoption journey by learning more about Copilot and other AI-powered capabilities in Microsoft Dynamics 365. Discover how to keep your organization on the cutting-edge by realizing that a new paradigm of customer engagement through AI-enabled personalization empowers both customers and employees.  

Join us at a Microsoft Dynamics 365 Virtual Training Day to gain the skills needed to help your organization sell, service, and deliver on the customer expectations of tomorrow. Register for free, in-depth training events, where you’ll uncover new efficiencies of scale, discover smarter connections, and utilize built-in intelligence for deeper insights into your business. Register now! 

Sources

1.  Leap Now, Not Later, into a Responsible Generative AI Strategy for Marketing (July 5th, 2023) 
2. Microsoft Customer Story-NC Fusion expands youth marketing outreach, taught kids leadership and life skills with Dynamics 365 Customer Insights
3. What Can Copilot’s Earliest Users Teach Us About Generative AI at Work? (microsoft.com) 
4. Working Paper 31161; Generative AI at Work; NBER 
5. Microsoft Customer Story-Microsoft empowers support engineers to shine brighter with Dynamics 365 Customer Service 
6. AI Data Drop: The 11-by-11 Tipping Point 
7. AI Data Drop: The 11-by-11 Tipping Point 

The post Elevating experiences with AI, from productivity to personalization  appeared first on Microsoft Dynamics 365 Blog.

Enterprise resource planning (ERP) platforms were designed to help integrate the fragmented processes that comprise the operation of a large enterprise. But the way we do business keeps fundamentally changing. New business models disrupt the way companies sell products and services, blurring industry lines and transforming customer experiences.

Business complexity continues to intensify, and the rise of data as a driver of business—plus the attendant proliferation of data streams—means reaping the full promise of comprehensive ERP platforms can still be elusive.

In fact, according to a Gartner® Research report, “by 2027, less than 30% of customers who adopted new solutions from ERP platform mega-vendors will have proven their original adoption business case.”¹

The arrival of generative AI brings hope of renewed promise. AI is elevating performance and creating advantages for those who understand how to apply it to data-centric systems like ERP platforms. By 2027, according to the same Gartner report, at least 50 percent of ERP systems with AI-enabled features will be enabled through generative AI capabilities.¹

People often think of generative AI as a tool to automate routine tasks, but its capabilities are so much broader. Improved decision-making is an area where AI becomes a valuable tool. In fact, a report from the market research firm IDC found that, by mid-2024, 30% of global organizations will take advantage of human-like interfaces in their enterprise applications to gain more insights quickly, improving decision velocity.²

While AI can inform and enhance any number of operations across an enterprise, it’s worth looking at some specific processes in detail to see how much AI can elevate ERP solutions. Learn more about current trends in ERP platform modernization in the age of generative AI in this webinar.

How AI creates a better plan-to-produce process

Most manufacturing firms implement a plan for how they will schedule production runs to meet materials capacity, deliver quality products on time, and maintain cost-effectiveness.

Sometimes, though, this plan-to-produce process becomes an accretion of good ideas at the time, a fragmented assemblage of tools and strategies trying to work together to paint the big picture of what’s happening on the production floor. This can lead to quality control issues, and manpower and equipment shortages that fail to meet production surges, or inaccurate forecasts that waste resources or leave customers high and dry—among other issues.

Generative AI integrated with a robust ERP system can aggregate data from across an enterprise—even data residing in multiple clouds—in real time, so managers have a clear picture of the state of play at any given moment, allowing them to reduce lead times necessary to plan or alter production runs.

The complicated interdependence of tasks on a manufacturing floor—for example, Part A must be installed before Part B can be attached—is a perfect puzzle for AI to help solve. The predictive analytics capacity of generative AI allows it to better forecast demand and synch production with supplies, and then optimize timing to match resource availability with manpower. AI can also forecast and build scenarios for supply chain disruption or changes in demand.

Whether a manufacturer needs to increase production volume to meet increasing demand or build whole new facilities, AI excels at building scalable networks, finding efficiencies, and reducing costly interventions.

Learn more about how Copilot in Microsoft Dynamics 365 Supply Chain Management and other applications optimize the plan-to-produce process.

Optimizing the procure-to-pay process

Another process most large organizations seek to optimize is the integration of procurement with accounts payable. When you need to spend the money, it’s good to know that you have the money. IDC reports that, by mid-2025, 70% of global businesses will use embedded financing to collect and make payments.²

More than most industries, healthcare organizations must reckon with a complex field of myriad payers, purchasers, and suppliers. Healthcare organizations face layers of challenging regulatory compliance and the need to control ever-rising costs. Many organizations in this field still rely on antiquated, paper-based invoicing and payables.

Fragmented processes and siloed data make regulatory issues more fraught, while also increasing attack surfaces to create security risks. AI can remove complexities by integrating processes in one ERP platform, helping to reduce vulnerabilities. By mapping operations to standards, AI supports compliance efforts, efficiently creating the audit trails and tedious reports that often take staff hours to produce.

AI streamlines procurement, reducing the potential for human error present when ordering supplies and equipment from a diverse range of providers. It tracks expenses to help control costs, providing easily accessible price information about competing products and services so the organization can continually find cost efficiencies.

An ERP solution enhanced with AI allows planners to automate the maintenance of inventory with both real-time and predictive information, reducing the risk of stockouts or overstock situations and more effectively communicating with suppliers.

Quicker quote-to-cash with personalization and automation

AI integrates and improves the sales, finance, and supply elements of an ERP platform by increasing automation in negotiations, contract lifecycles, production, order management, billing, and delivery. For businesses with retail components, making the quote-to-cash cycle faster and more accurate creates efficiencies—which can help keep customers happier.

Automating price and quote information speeds up the resolution of even highly complex deals. The same is true once a quote is accepted—an accurate, automatically generated proposal follows immediately. AI-generated purchase orders and invoices free sellers to spend more time interacting with customers and accounting teams to focus on tasks that increase the organization’s productivity.

AI’s predictive analytics ensure on-time delivery of products but also allow firms to quickly identify current and future trends and make data-driven decisions about ordering and pricing. Automating invoicing tracks payments accurately and creates a real-time picture of cash flow. AI can continually improve cash flow forecasts by comparing projections with results and adjusting from the outcomes over time. And analytics enabled by AI offer suggestions for improving sales performance and strategic decisions.

Learn more about how Copilot for Microsoft Dynamics 365 Finance optimizes the quote-to-cash and other retail business processes.

Get more from your business data with AI-enabled ERP processes

Across the organization, optimizing finance and supply chains can create a connected enterprise that allows enterprises to infuse AI, automation, and analytics into ERP processes. Today, companies can confidently move to the cloud with AI-powered ERP solutions, modernize business processes, and unlock the agility needed to lead the way in today’s rapidly evolving marketplace. 

A recent Forrester Research study interviewed IT leaders and professionals who had experience using Microsoft Dynamics 365 ERP software.³ Forrester aggregated the interviewees’ experiences and combined the results into a single composite organization that has 5,000 employees and generates USD1 billion in annual revenue. Forrester found that, over a three-year period, the value added to the composite included:

• USD1.2 million in increased profitability from real-time visibility and enhanced decision-making.
• USD8.9 million in increased productivity from unified data access, streamlined processes, automated workflows, and other gained efficiencies.
• USD3.9 million in reduced infrastructure and IT operations spend from cloud migration.
• USD8.9 million in productivity improvements in finance/accounting, supply chain/logistics, and other personnel.

The study estimated a net present value of USD8.1 million and an ROI of 106%, as well as additional benefits like an improved cybersecurity posture and enhanced employee experiences. The composite organization would pay back its investment in Microsoft Dynamics 365 ERP software in 17 months.

Microsoft Dynamics 365 ERP software

Learn more about the total economic impact of Microsoft Dynamics 365 ERP software

Read the report

AI-enabled ERP platforms allow you to protect, connect, and get more from your business data while gaining security. With the right ERP solution, you can scale globally to drive business expansion and environmental, social, and governance (ESG) while ensuring regulatory compliance, supercharging productivity, and realizing the business impacts of generative AI even faster.

Sources

¹ Predicts 2024: ERP Evolves Planning With Automation and AI, Denis Torii, Gartner Research, April 5, 2024

² IDC FutureScape: Worldwide Intelligent ERP 2024 Predictions, doc #US51300923, October 2023

³ The Total Economic Impact™ Of Microsoft Dynamics 365 ERP, Cost Savings And Business Benefits Enabled By Dynamics 365 ERP, a Forrester Total Economic Impact™ Study commissioned By Microsoft, April 2024

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

The post Transforming ERP, and the speed of business, with generative AI appeared first on Microsoft Dynamics 365 Blog.

At Microsoft, we don’t see ourselves as a vendor. When it comes to our customers, we want to be seen as partners—and as trusted advocates. Today, we want to share a story about how Microsoft can help customers take the long view when it comes to transforming their businesses and adapting to the ever-changing needs of their industries and markets. In 2021, facing an uncertain post-pandemic economy, G&J Pepsi embarked on a transformation journey to maximize customer service, revenue, and cost savings by implementing solutions including Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Remote Assist, Microsoft Dynamics 365 Sales, and other Microsoft technologies. Since then, it has continued to adapt and adopt solutions like Microsoft Copilot to position itself for future growth and continued success in a competitive landscape. 

Dynamics 365 Field Service

Adapt and innovate with intelligent CRM and ERP business applications.

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G&J Pepsi is always striving to innovate and provide better services for its customers. As the largest family-owned and operated independent U.S. Pepsi franchise bottler, it’s a respected leader in its industry. Supplying Pepsi and alliance products such as Starbucks, Gatorade, and Dr. Pepper to thousands of customers in Central and Southern Ohio and Eastern Kentucky, G&J Pepsi covers manufacturing, warehousing, distribution, trucking, digital print, and more. It produces, bottles, markets, sells, and distributes beverages consumed on-premises—restaurants, schools, entertainment complexes—as well as those purchased in retail outlets. 

Breaking down siloes for a better customer view 

In 2021, the company’s sales, field service, and other customer interactions were siloed. This meant that sales had no visibility into when a new customer might have its equipment installed, while field service technicians had no insights into a customer’s hours of operations, key contacts, or equipment needs. Customer information was stored in a mix of Excel spreadsheets, hand-written notes, and batch systems. In addition, employees across the service chain from sales to field service had no common platform for communicating and sharing information.  

G&J Pepsi adopted Dynamics 365 Sales and Dynamics 365 Field Service to create a customer engagement management (CEM) platform, so it could accelerate its end-to-end customer journey by unifying cross-functional support and removing barriers to customer visibility. The CEM was a game-changer, especially because it provided real-time visibility into customers that sales, field service, and leadership never had before.  

For field service operations, G&J Pepsi’s data resides in Microsoft Dataverse and is accessed through Dynamics 365 Field Service. Completing certain actions within Microsoft Dynamics 365 triggers a Microsoft Power Automate flow to kick off another process. For example, a business development representative (BDR) requesting a piece of equipment for a new customer triggers the creation of a new work order, which moves through equipment prep to scheduling a field technician for installation. Using built-in Dynamics 365 capabilities, a scheduler can assign best resources to a work order by looking across service locations instead of only selecting from a smaller subset of available technicians. Field service technicians use the Field Service mobile app’s built-in map and routing features to optimize travel time and status flags to indicate if they are on-site or traveling. Field techs can also access all the pertinent customer information in the mobile app: service tasks, customer details, product needs, and so on. And with minimal development effort using Microsoft Power Apps, G&J Pepsi extended the mobile app so that field technicians can generate service reports at the customer site and instantly email them to other departments as needed. 

Simplifying and enhancing business processes for better employee experiences 

G&J Pepsi has a digital transformation and business process team that selectively built their DevOps skills to simplify their application environment and processes using the Microsoft suite of services. In addition, they included frontline employees like service agents and field technicians through all stages of development, testing, and deployment. For example, the company’s Equipment Move Operation (EMO) process, which it performs about 10,000 times a year, had 17 manual steps—170,000 manual touchpoints annually. With Dynamics 365 and Power Automate, it automated that process, reducing a four-day event with 17 manual tasks down to a process that now takes about a minute. With these new processes, existing field technicians immediately felt more efficient and productive during customer visits, and G&J has found that it’s also attracting new talent because it provides modern tools and information flows that result in a better working environment.  

Accelerating customer response times and improving first-time fix rates 

The CEM platform based on Dynamics 365 Field Service and Dynamics 365 Sales has dramatically transformed G&J Pepsi’s operational workflow, cutting down paperwork processing from weeks to mere seconds and significantly boosting efficiency. The unified systems give salespeople, service agents, and field technicians immediate access to critical information, so they spend less time retrieving data and can focus on delivering exceptional customer service. Dynamics 365 Field Service has especially improved efficiency for onsite workers through smart scheduling and automation, and its interoperation with Pepsi’s other backend services helps it provide service agents with real-time updates and better stock management, enabling more effective customer service and streamlining operations. In addition, the interoperability of Field Service with Microsoft Teams has reduced email and simplified collaboration across the service chain, enabling service agents and field technicians to quickly locate information and subject matter experts, leading to faster resolution times. 

Adopting Field Service also helped G&J Pepsi improve mobile operations for field technicians because now they no longer need to return to the office or another physical location with dial-up to sync data with backend systems. Now, dispatchers can adjust service schedules in real time, so technicians can quickly address urgent issues, such as water leaks at major accounts. The Field Service mobile app has also enhanced efficiency by improving communication between field technicians and dispatchers and enabling them to manage tasks, like work order management and inventory control, on the fly. The Field Service mobile app also uses cellular technology to auto-update inventory as technicians use parts, avoiding manual entries and speeding up restocking processes. These changes have profoundly improved the responsiveness of field service technicians, resulting in better customer service. Overall, G&J Pepsi is experiencing better first-time fix rates, reducing the need for return visits, which in turn saves costs related to time, mileage, and fuel. It also helps G&J Pepsi achieve greater operational efficiencies and improve overall customer satisfaction by ensuring technicians have the necessary parts and information to complete jobs effectively on the very first visit. 

Benefitting from streamlined operations—and $30 million ROI over three years 

By giving salespeople, service agents, and field technicians instant access to sales history, equipment details, schedules, parts, and pricing, G&J Pepsi has streamlined operations and enhanced customer service. Before implementing its CEM platform based on Dynamics 365, the company was experiencing a $9 million yearly loss due to siloed information, outdated manual processes, and inefficient communications and collaboration. But over its three-year journey with Dynamics 365, G&J Pepsi has achieved a $30 million ROI, amounting to a total of $57 million in cost savings over the same period. In addition, simplifying processes and using technology for better data access and automation led to a 10 point increase in market share in the on-premises sector, significantly outperforming the norm of 0.5 point annual growth. And with its data residing in the Dataverse, G&J has been able to gain access to real-time insights that have transformed its operations. Overall, using Dynamics 365 and Power Automate, it has streamlined 180,000 manual steps that used to take seven to 10 days each down to 35 seconds. 

Embracing a future powered by AI through Microsoft Copilot and Microsoft Azure 

Moving forward, G&J Pepsi is excited to explore the possibilities of using Microsoft Copilot to help frontline employees address real-world challenges, like optimizing scheduling and service flows based on data analysis. It plans to employ technologists and AI experts to help drive awareness and adoption of Copilot capabilities to help transform the customer experience. Microsoft tools like Copilot, Microsoft Azure AI, and Power Automate will also play a big role in helping G&J enhance its enterprise resource planning strategy and growth by creating a digital thread through its daily business operations to help succeed daily. 

“We truly see Microsoft as an organization that is tied to the entire success of G&J Pepsi, not just the entire success of the department, but as a true collaborator, where we’re getting our voice heard on some of the challenges and opportunities that we have with the products. Not just with Copilot, but with all the platforms, from Dynamics 365 to Microsoft 365 to Azure.”

Brian Balzer, Executive Vice President of Digital Technology & Business Transformation, G&J Pepsi-Cola Bottlers. 

Read more about G&J Pepsi’s transformation here: 

• Microsoft Customer Story-Dynamics 365 quenches G&J Pepsi-Cola Bottlers’ thirst for innovation, integration, and agility 

• Microsoft Customer Story-G&J Pepsi discovers untapped potential with Dynamics 365, boosts profit by $30 million 

The post G&J Pepsi profit rises by $30 million with Microsoft Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.