Transform your business with Intelligent CRM

Microsoft Dynamics 365 is a cloud CRM solution that integrates with your other Microsoft apps and tools. It gives you a comprehensive view of your customers, their activities, preferences, and needs. It also provides you with AI-powered insights and recommendations that help you personalise your interactions, optimise your sales processes, and increase your customer satisfaction.

Microsoft Dynamics 365 implementation comes with Copilot, a generative AI (GenAI) assistant that can help you work smarter and faster. Copilot can generate emails, summaries, and content for you, based on your customer data and context. It can also record and transcribe your calls, analyse customer sentiment, and provide real-time negotiation guidance. Copilot can synchronise your customer details across your Microsoft apps, so you always have the updated information to unlock sales productivity.

With Microsoft Dynamics 365 and Copilot, you can transform your CRM into an Intelligent CRM that can boost your sales and service performance and exceed your customer expectations.

Deriving full value from any new CRM system depends on getting the implementation right – overcoming the obstacles posed by incumbents’ legacy systems and data architectures. At KPMG we have a strong alliance with Microsoft, with extensive experience in successful MS dynamics implementations.

We can help you with every step of your CRM journey, from envisioning the solution, to creating the design, to migrating your data, to deploying the solution, to providing support. We can also help you with your CRM strategy, your data governance, your change management, and your AI ethics and compliance.

With a proven methodology, Powered Enterprise, we can guide you through your CRM transformation. We also have a dedicated Centre of Excellence that can provide you with best practices, tools, and resources to maximise the value of your CRM solution.

In our experience, a rigorous cost and value management approach is critical to ensuring true transformation. For the business leaders, the three key enablers of successful implementation are to:

• Focus on priority areas: Connect CRM & AI to each organisation’s capabilities, focusing on the customer journeys and value drivers where it will have the greatest impact
• Ensure CRM/AI is self-funding: Opportunity to realise up to 50% savings in software licenses; 30% annual support costs savings and a 65% reduction in IT admin workload. Additionally, you will have the ability to track economic and customer benefits, ensuring that setup costs are offset by rapid value gains
• Minimise risk and guide ethical roll-out: Rapidly develop a Centre of Excellence that can provide the oversight needed to navigate risks, ensure compliance, and guide cultural change.

Working together, we have combined KPMG’s expertise and Microsoft’s capabilities to develop a CRM replacement offering that can generate clear returns in its first year, making it self-funding for many businesses.

For further information, you can download our eBook, Intelligent CRM: Key insights to supercharge your CRM and exceed customer expectations, where you can find more details.