Enhancing Productivity and User Experience in the Tax Industry
Lead tracking and pipeline optimization
Lead tracking and pipeline optimization are significant challenges for any modern business. After taking the time to fully understand the client's challenges and demands, the team at XRM Vision set out to create a solution that would provide the best experience for not only agents, but also prospects. By using the multiple features of Dynamics 365, we were able to automate lead acquisition from multiple sources. This strategy created a system for pre-qualifying customers leaving the company to communicate with them according to specific and targeted communication strategies.
Analyzing conversations to improve the customer experience
One of the strongest innovations in this collaboration is based on XRM Vision's expertise in improving the sales process. By gathering customer conversations and other communications and analyzing the collected data, the company now receives detailed information about its customers' needs. This information helps generate customer-specific pricing in real time while providing opportunities for cross-selling and up-selling.
Improve productivity through the cloud
XRM Vision's philosophy is focused on the user experience, for both employees and their customers. It is this constant focus that has allowed us to improve the productivity of the company's employees by simplifying their tasks and operations. We used Dynamics 365 (CRM) and Office 365 tools combined with Integrated Solution Provider (ISV Solutions) tools to create a complete business solution in the cloud. The many Office 365 integrations allowed us to create an agent appointment scheduling system directly in the customer portal and marketing automations were added through ClickDimension. In addition to these tools, XperiDo now allows agents to generate content-rich contracts or communications with a few clicks before receiving electronic signatures provided by a Docusign integration.
Integrations for humans first
A pivotal element of this project is the integration of all the tools that ensures that every user, whether internal or external, has an optimal experience at every point in their journey. From the beginning of the project, XRM Vision knew that the most important point for the adoption of these tools would be the simplicity of use and it is this idea that was the creative driver of the realization. This particular concern now allows the consulting firm to accompany its clients through sensitive operations without wasting time while offering services that are up to their expectations.
Simple and efficient integration thanks to Microsoft tools
When we think of the productivity tools in the Office 365 suite, Microsoft Dynamics 365 or the tools offered on the Azure platform, we know that our clients' work will be able to be simplified. The XRM Vision team is familiar with these suites and the possible integrations between their tools. From marketing pipeline automation to data management and reporting, we are proud of the innovative integrations that Microsoft tools have allowed us to offer this company.
Who would complain about a streamlined experience? The XRM Vision team's holistic view of the experience from the customer to the agent to the strategists analyzing the data has improved performance for everyone. By removing friction points, providing tools and integrations that create a seamless experience for all, the solution could only be a winner. Streamlined processes like the ones presented to this client are exactly why the largest companies continue to do business with us.
- Simplified experience for customers and employees;
- Optimized lead pipeline;
- New marketing scoring system;
- Automated communications;
- Improved lead onboarding process;
- Data availability;
- Customized reporting.
Discover how a high-performance CRM solution can support your business growth
Interested in learning more about the technologies that help you deploy your organization's full potential? Contact our experts.