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  • Writer's pictureChuck Coxhead

Discover New Productivity with Microsoft Copilot (AI) for Sales and Service

Bring the power of CoPilot AI to your CRM, Sales, and Customer Service teams.



Microsoft Copilot for Sales & Service

Sales Productivity Must Be the Norm

One of the biggest problems in CRM success is user adoption. Sales teams want to run and gun. A driving force behind this passive aggressive resistance, is productivity.  Sales professionals feel like the CRM activities should not interfere with the selling activities. To a certain extent they are correct. Couple this with the findings of a recent survey revealing that 79% of sellers are supporting more customers and accounts than the previous year* and the need for seller productivity is greater than ever.


This is exactly where artificial intelligence (AI) excels. By alleviating Sales of repetitive tasks, your revenue and client success teams can focus more on what is truly important, your customers. Demonstrating their company-wide strategic commitment to AI, Microsoft has introduced CoPilot AI for Sales.



Using CoPilot for Dynamics 365 Sales, sellers and sales manager can:

  • Prepare for customer interactions by examining past records

  • Create sales meeting summaries and action plans from notes and meeting transcripts

  • Analyze email records to reveal intent, insight, timing, and more

  • Create email with relevant data from CRM

  • Add leads and update CRM records directly in Outlook

  • View preparation materials and real-time insights during calls in Teams

  • Provide meeting summaries in Teams with conversation analytics, keywords, KPIs, and suggested tasks


Use Copilot for Sales Right Within Outlook

When combined with the power of Microsoft 365, Copilot for Sales can also assist with additional productivity boosts, such as:

  • Create Presentations in PowerPoint

  • Create planning and organization using OneNote

  • Answer natural language questions to get answers using Copilot’s chat experience


Use Copilot for Sales Right Within Teams

Also, beginning late February, 2024, Copilot for Dynamics 365 Sales will also bring CRM data to the chat experience. This will allow your revenue team to gain insights into performance analytics such as, win rate, sales cycle length, and pipeline volume.


Our testing of Copilot for Sales has certainly improved our Sales productivity while maintaining the sellers' crucial role in the process. It is clear that Copilot has the ability to revolutionize the selling process by allowing your team to focus on what is important, the customer, while also providing the crucial CRM data that your company needs to continuously improve, ensure continuity due to attrition, and provide useful information for decision makers.


Outstanding Customer Experience Must Also Be The Norm

Copilot for Microsoft Dynamics 365 Service extends the value of your CRM data beyond sales and into customer service. In most situations today, knowledge of the customer is buried in CRM data and the seller’s head. Valuable data that is crucial for customer interactions can be strewn across multiple systems, including file systems, knowledge bases, web sites, CRM, and more.

This crucial data is slow to retrieve and depends upon significant experience to know which information to share and where to retrieve it. Navigating all of these sources slows down the pace of assisting customers and degrades the customer experience. Heck, many customer service agents lack valuable insights into the up to the minute customer situation, pending sales, problems, support cases, and feedback. A Gartner study revealed that 43% of customer service reps reported feeling overwhelmed by the number of systems and tools needed**.


Again, this is where Copilot for Dynamics 365 Service saves the day. In record time, you can simply point Copilot to your data and the generative AI will provide the knowledge of your company right within the desktop apps that they already use.



Using Copilot for Dynamics 365 Service, customer service agents can:

  • Use natural language, generative AI to gather knowledge from multiple sources quickly

  • Access additional sources with pre-built integrations for major business solutions that you use today

  • Access embedded Copilot agents directly where they work

Of course, Copilot for Microsoft 365 is also included with Dynamics 365 Copilot for Service. Also coming late February, 2024 This integration will use data from your CRM system to:

  • From Outlook, use Copilot to summarize and write email, access case records, browse and update CRM, schedule meetings from case summaries

  • Within Teams browse and update CRM, provide meeting summaries and action items and create activities in CRM

  • Use Microsoft Copilot chat to ask questions and request summaries from cases and contact records in CRM


Use Copilot for Service Right Within Outlook

Building your AI-enable Microsoft Copilot Experience

How will you capture the data and create the framework for Microsoft Copilot? Using Microsoft Copilot Studio, of course. This powerful tool provides a single connected platform, build on conversational AI and is interoperable with other Microsoft Studio tools.


With Copilot Studio you can:

  • Build predictable scenarios and responses

  • Use your existing data and plugins to engage where it is most important

  • Design conversations

  • Boost productivity with automated workflows

  • Leverage your existing data


You can even create custom plugins, GPTs, and prompts for use when and where your business needs it.


Build Your AI Experience with Copilot Studio

What’s Next?

Copilot for Sales and Copilot for Service are each priced for everyone, at $50 per user/month. Both subscriptions include Copilot for Microsoft 365 so you can enjoy the AI experience across your entire Microsoft productivity stack. If you already have Copilot for Microsoft 365, Copilot for Sales or Copilot for Service are only an additional $20 per user/month.


Click on these links to learn more about Microsoft Copilot for Sales or Microsoft Copilot for Service


References

*Microsoft. “Sellers’ attitudes about AI.” June 2023. An Ipsos study commissioned by Microsoft. Study included 700 participants who use professional CRM systems at organizations of at least 300 people. Industries include Financial Services, Professional Services, Manufacturing, Retail, Technology, and Healthcare.


**Gartner Article, Focus Your Sellers on the Critical Art of Being Human, September 2023, https://www.gartner.com/en/articles/focus-your-sellers-on-the-critical-art-of-being-human 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.




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