All your contact methods under one roof!

All your contact methods under one roof!

At the start of November 21 Microsoft announced the general availability of voice channel for D365 customer service, but what is it and how would it help us housing folk?  The product covers some key areas:  Personalised calls, connected across channels  Dynamics 365 Customer Service out-of-the-box enables:  A consistent, 360-degree view of the customer across all channels, allowing agents to quickly…

Do we need customer portals? – #D365ForHousing

Do we need customer portals? – #D365ForHousing

Don’t get me wrong I’m not saying we shouldn’t have a smart, convenient, cost effective way for customers to access services. But should it always involve working on our terms? By that I mean visiting a URL that we set using a password and username we provide to access services we decide to surface. Are…

Microsoft Field Services – #D365ForHousing

Microsoft Field Services – #D365ForHousing

A number of organisations within the sector are looking at (or have implemented) field services to help manage and schedule repairs. But what is field services, what functionality could the sector make the most of and what are some of the challenges. What is Field Services? Field Service Management refers to using a resource (eg:…

HELP! I’ve got to Implement Dynamics 365 – #D365ForHousing

HELP! I’ve got to Implement Dynamics 365 – #D365ForHousing

Been asked to implement Dynamics 365 (or any application for that matter)? I still remember the mix of pure fear and excitement as I was given the opportunity to do just this over 10 years ago (although it was CRM 4 back then) at AmicusHorizon (now Optivo). My background was customer service and although I love…

Disrupting Dynamics 365 in Housing – #D365ForHousing

Disrupting Dynamics 365 in Housing – #D365ForHousing

For nearly a year I’ve worked with colleagues across our industry to disrupt the way we implement Dynamics 365……#D365ForHousing. This project provides FREE modules (see below) to anyone who registers (which is also free). Here’s how this can disrupt how we implement, maintain and improve Dynamics 365. Why am I doing this? I’ve worked in…

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