Microsoft’s latest cloud service, Dynamics 365, which combines components of their CRM and ERP solutions will arrive on November 1. It will be available in more than 135 markets in over 40 languages.

Microsoft first announced Dynamics 365 in July at their annual Worldwide Partner Conference. Dynamics 365 is made up of a number of apps for different CRM and ERPP functions: financials, marketing, sales, customer service, operations, project service automation and field service automation. Organisations can choose to purchase the apps separately, depending on their current needs, and then choose to add more if their needs change. Alternatively, organisations can choose to buy a set of apps as a subscription bundle.

Organisations will also have the option to bolt on other apps created by Microsoft and its partners to extend the capabilities of Dynamics 365. These apps will be available Appsource, Microsoft’s app marketplace. Appsource allows developers to build and distribute their own apps to give customer a complete solution.  Apps that have been recently announced include Dynamics 365 for Customer Insight and Relationship Insight.

  • Dynamics 365 for Customer Insight which connects and analyses data from Microsoft- as well as other widely used CRM, ERP, social and IoT sources- and applies intelligence to give you a 360 degree customer view with automatic suggestions to improve engagement.
  • Relationship Insight lets users keep track of their correspondences with specific customers, assess the ‘health’ of their customer relationships and receive alerts when too much time has passed between communications.

Dynamics 365 will benefit from Microsoft’s progress in Artificial Intelligence. Dynamics 365 will have built in intelligence capabilities such as; sentiment and intent analysis, pre-emptive service, relationship insights, lead and opportunity scoring, product recommendations and up-sell/cross-sell. Dynamics 365 also takes advantage of machine learning, AI and analytics capabilities in Office 365, Power BI, Cortana Intelligence and Azure.

Dynamics 365 can be purchased on a per app/ per user basis or as one of two plans- the Business Edition or the Enterprise edition. The Business edition is aimed at companies between 10-250 employees and will include Financials, Sales and Marketing modules. The Enterprise edition is targeted at organisations with 250 plus employees and will include Operations, Sales, Marketing, Customer Service, Field Service and Project Automation modules. Microsoft has not publicly shared the pricing for Dynamics 365- this will be made available on November 1.