A look back at our successful webinar
Over 120 participants took part live in our webinar “Improving sales & service processes: AI and Copilot in Dynamics 365”. The focus was on practical insights into the integration of Microsoft Copilot in Microsoft Dynamics 365 and its potential for optimizing sales and customer service processes. Experts from Microsoft and the Online Group used live demos to show how companies can benefit from intelligent automation.
The path to more efficient business processes with Microsoft Dynamics 365
The digital transformation in sales and customer service is progressing rapidly. Microsoft Dynamics 365 Copilot offers companies new opportunities to reduce manual processes, increase productivity and improve the quality of customer interactions. AI-supported assistants can already support sales staff today by creating automated call summaries, providing relevant data in real time or generating suggestions for follow-up activities.
The close integration of Microsoft 365 and Dynamics 365
A key topic of the webinar was the integration of Copilot into the overall Microsoft environment. Julia Tilch from Microsoft explained how the seamless linking of Microsoft 365 and Dynamics 365 makes day-to-day work easier. For example, a sales employee can access relevant CRM data directly in Microsoft Teams or Outlook without having to switch applications. This saves time and improves data consistency.
Live demos: Experience Copilot in practice
Daniel Sevinc from the Online Group presented three concrete application scenarios for Microsoft Copilot in Dynamics 365:
- Copilot for Sales: Support for mail processing in Outlook, automatic creation of reply mails and intelligent summaries of customer communication.
- Dynamics 365 Sales Copilot: Direct CRM integration with smart functions for customer care, for example by summarizing customer histories or generating personalized sales strategies.
- Customer Service Copilot: Improved service processes through automatic case summaries, suggestions for solutions and the connection to internal knowledge databases for faster processing of support requests.
Increased efficiency and optimized customer communication
The functions presented are aimed at automating routine tasks and allowing employees to focus on value-adding activities. Particularly noteworthy is the ability to summarize customer conversations directly in Microsoft Teams or to automatically create email drafts based on the previous communication history. This leads to improved customer communication, faster response times and ultimately to higher closing rates in sales.
Outlook for the future: AI agents as the next stage of development
In addition to the current Copilot functions, the webinar also looked at future developments. With AI agents, it will soon be possible for systems to proactively suggest actions or carry out tasks independently. This could enable companies to establish a virtual workforce that provides targeted support for sales and service teams.
Conclusion: using AI as a competitive advantage
The webinar impressively demonstrated that Microsoft Dynamics 365 in combination with Copilot is a powerful tool for the digitalization and automation of sales and service processes. Companies that rely on these technologies at an early stage can increase their efficiency, make better decisions and offer their customers an even better service.