Microsoft Dynamics 365
ITX Integration with Microsoft Dynamics 365
Description
ITX is integrated with Microsoft Dynamics 365, which covers sales, customer service, and marketing. The integration links customer communication from ITX with CRM data in Dynamics, allowing employees to manage communications and follow-ups directly from the CRM system.
The integration is currently being further developed, with plans to expand it to include two-way synchronization.
Benefits for the Business
The integration provides better control over customer communication and activities by consolidating communication and CRM data into a single solution. Conversations are automatically logged, and employees can work more efficiently directly in Dynamics 365 without manual steps. This leads to better follow-up, higher-quality interactions, and increased productivity.
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What Does Integration Solve?
Without integration, employees often have to work in multiple systems at the same time. They have to look up customers, orders, and invoices manually, and important information can easily be overlooked.
Typical challenges include:
- Customer data is spread across multiple systems
- Lack of an overview of orders and delivery status
- Time-consuming manual processes
- Limited historical data available in customer conversations
The integration between ITX and Multicase solves this by consolidating all relevant information directly in ITX. When a customer contacts the company, employees have immediate access to everything they need. This makes it possible to provide quick, personalized responses without putting the customer on hold or switching systems.
How does the integration work?
When employees work in Dynamics 365:
- Customer profiles open automatically when calls come in
- Employees can make calls directly from the CRM (click-to-call)
- Calls are automatically logged for the customer in Dynamics
- Text messages can be sent directly from the CRM
This enables a seamless workday where telephony and customer data are tightly integrated. In addition, users have access to an integrated calling client (ITX Phone Widget) in Dynamics, which makes it easy to manage calls and activities without leaving the CRM.
Features
- Pop-up in CRM for Incoming Calls
- Click-to-Call from Dynamics 365
- Automatic Logging of Calls in CRM
- Sending SMS Messages from CRM
- API integration for further expansion
| Category | What You Get |
|---|---|
|
Customer Data |
Complete overview of the customer, including contact information, history, and credit status |
|
Order |
View status, items, and tracking information while speaking with the customer |
|
Invoice |
Open, send, and follow up on invoices without switching systems |
|
Logistics |
Track shipments and view inventory status and backorders |
|
Follow-up |
Manage quotes, returns, and customer communication all in one place |
|
Synchronization |
Automatic synchronization between ITX and Multicase |
|
Insight |
Real-time KPIs provide an overview of customer activity |
Pictures
Customer Cases
Microsoft Dynamics CRM
Microsoft Dynamics CRM
ITX integrated with Dynamics allows you to reach more people in less time; you get real-time reports on call activity and tools that help you improve service quality.
With ITX integrated with Dynamics, you gain control over activity and quality.
- Call Client (ITX Phone Widget) in Dynamics CRM
- Live Reports
- Coaching (listen in and whisper)
- Measuring Customer Satisfaction
- Click2Call from Dynamics
- Automatic Call Logging in Dynamics
- Caller ID profiles—easily switch the number you use to make outgoing calls to increase your hit rate.
- Call recording, manual and automatic
- Advanced switchboard, with overflow, callback, etc.
- TV Wallboard Solution, Live Call Telephony
- ITX ShowMe - See what the customer sees in 2 seconds
- Make calls to mobile and landline numbers in Norway, Sweden, Finland, Denmark, Poland, England, Belgium, France, Germany, and the United States
