This video captures a business scenario where there is a partner relationship and the new leads are shared between the partners. The main business owning the lead, Primary Partner, uses “Microsoft Dynamics- Customer Engagement” as its CRM platform. The vendor partner uses Salesforce as its CRM.
In this tutorial, we’ll show you how to create an opportunity in the Salesforce CRM of your partner or vendor when an opportunity is created in Microsoft Dynamics CRM. This integration helps with B2B communication and eliminates unreliable manual information transfer.
Customer service representatives rely on the knowledge articles and workflows within the Microsoft Dynamics Customer Service Hub to resolve customer issues. If involvement from a partner or vendor is required for a resolution, there is a time gap in the handover that delays incident resolution.
Delayed customer resolutions can pose a threat to customer satisfaction. Customers may choose a competitor, affecting revenue and market position.
Integrating ServiceNow and Microsoft Dynamics Customer Service Hub allows a ticket to be opened automatically in ServiceNow of the vendor or partner, eliminating the delays in communication between vendors and partners. This integration results in quick resolutions for customers and the ability to monitor the issue through the supply chain.
Customer service representatives rely on the knowledge articles and workflows within the Microsoft Dynamics Customer Service Hub to resolve customer issues. If involvement from a partner or vendor is required for a resolution, there is a time gap in the handover that delays incident resolution.
Delayed customer resolutions can pose a threat to customer satisfaction. Customers may choose a competitor, affecting revenue and market position.
Integrating ServiceNow and Microsoft Dynamics Customer Service Hub allows a ticket to be opened automatically in ServiceNow of the vendor or partner, eliminating the delays in communication between vendors and partners. This integration results in quick resolutions for customers and the ability to monitor the issue through the supply chain.
The Return Material Authorization (RMA) process relies on manual processes, making it lengthy and error-prone.
Return of merchandise to the vendor is delayed, causing a delay in reimbursement. Manual processes leave room for error.
Integration of Microsoft Dynamics Field Service with ServiceNow allows the customer to initiate a case in ServiceNow that triggers an RMA process, including Return to Vendor (RTV) in Microsoft Dynamics Field Service via Connect iPaaS. A Slack integration can facilitate team notification as well as communication with vendor teams.
The Return Material Authorization (RMA) process relies on manual processes, making it lengthy and error-prone.
Return of merchandise to the vendor is delayed, causing a delay in reimbursement. Manual processes leave room for error.
Integration of Microsoft Dynamics Field Service with ServiceNow allows the customer to initiate a case in ServiceNow that triggers an RMA process, including Return to Vendor (RTV) in Microsoft Dynamics Field Service via Connect iPaaS. A Slack integration can facilitate team notification as well as communication with vendor teams.
The support team addresses issues as they enter the ServiceNow queues. This could result in minor issues taking precedence over critical issues. The support team lacks visibility into the account history in Microsoft Dynamics.
Compromised customer support threatens company reputation and revenue.
The account owner creates a case in Microsoft Dynamics and assigns it as minor or critical. The integration enables a ticket to be opened in ServiceNow, identifying the priority level. Visibility into the account in Microsoft Dynamics from ServiceNow allows the customer support team to understand the issue. The support team prioritizes the ticket and notes it is active, which is communicated to Microsoft Dynamics. The communication loop is closed between support and sales.
The support team addresses issues as they enter the ServiceNow queues. This could result in minor issues taking precedence over critical issues. The support team lacks visibility into the account history in Microsoft Dynamics.
Compromised customer support threatens company reputation and revenue.
The account owner creates a case in Microsoft Dynamics and assigns it as minor or critical. The integration enables a ticket to be opened in ServiceNow, identifying the priority level. Visibility into the account in Microsoft Dynamics from ServiceNow allows the customer support team to understand the issue. The support team prioritizes the ticket and notes it is active, which is communicated to Microsoft Dynamics. The communication loop is closed between support and sales.
Eliminate the manual process of sharing leads, which leaves you vulnerable to human error. Use RoboMQ Connect to automatically share leads among partners.
