Customer Success Projects

Recently a client was referred to Turnkey for assistance in upgrading their long-time CRM, “ACT” to “Dynamics 365 Sales Professional” integrated with SharePoint, Teams, Outlook, and Microsoft’s new AI assistant known as “Copilot for Sales”. Even though the client was generally content with ACT, he had heard from various sources that Microsoft’s CRM system had come along way, and that with the addition of Copilot for Sales, he could expect to gain significant improvements in productivity while greatly simplifying the day-to-day operations of his wealth management business.

 

The client came in hoping to achieve the following:

• Find a better, more efficient way of tracking activities such as phone calls, meetings, emails, text messages, and conventional mail and associating them with specific clients.

• Be able to intermix notes with activities and be able to be view them in chronological order, or as subsets of activities such as emails from a specific client within a certain date range.

• Reduce the amount of time and effort needed to respond to incoming emails and generate new emails.

• Automatically extract bullet points from months or even years of client emails.

• Generate transcripts from Teams meetings, automatically extract bullet points, highlight action items, and provide shortcuts to enable follow-up emails and future meetings to be quickly and easily created without having to switch over to Outlook or Teams.

• Identify and view SharePoint client documents from within Teams, Dynamics 365, and Outlook. 

• Move hundreds of existing contact records from ACT to Dynamics 365 Sales without manual re-entry or data loss.

 

We were able to accomplish all these things and more in just a matter of days.

 

The process started with a demo and discovery meeting to help the client better understand the new system’s capabilities while at the same time gathering requirements and creating a basic project plan.  Next step was to create and configure a couple of Dynamics 365 environments for development/testing and production.  (Note that the client’s goal was to avoid customization and take advantage of out-of-box functionality as much as possible. In the end, no customization was performed.) After that, contact records were exported from ACT, reviewed and sanitized using Excel, and imported into Dynamics 365 Sales Professional.  Last step was to provide a couple of separate training sessions - the first to cover basic functionality, and the second to enable the client to ask questions and gain additional insight after using the system for about a week.  We then made ourselves available for follow-up training and support on an as needed basis.  

 

In the end, the client told us he was very satisfied with the new system and happy he made the decision to make the change.  After experiencing many of the amazing Copilot for Sales features and learning firsthand how much easier the mix of Dynamics 365 Sales Professional, Copilot for Sales, Teams, and Outlook could improve his business and simply his life, he told us with a smile, “I’m really digging this new system!”.

 

Turnkey has a staff of highly experienced Dynamics 365 CRM experts ready to help you and your company upgrade your existing CRM to Dynamics 365 Sales plus Copilot for Sales so that you too can take advantage of all the amazing benefits enabled by Microsoft AI technologies.