When it comes to driving better business outcomes, companies know that the right digital tools matter. That’s why so many turn to Microsoft Dynamics 365 and its powerful suite of business applications, including ones for customer relationship management (CRM), enterprise resource planning (ERP), and a host of other critical functions.
Having such a powerful suite of apps in a single platform makes Dynamics more than the sum of its parts. But as with all such tools, with great power comes great responsibility. The IT and operations teams in charge of Dynamics need to make sure that employees are completing the workflows that leverage the platform, and that they’re doing so in the right ways. That’s why they turn to Pendo’s all-in-one digital adoption platform (DAP).
Driving business-critical processes to completion
The most effective way for a business to boost its employees’ productivity is to make it easy for them to be more productive. And so building efficient, effective processes is critical. IT and operations teams’ goal should be to create digital workflows that are smooth, intuitive, and easy for employees to grasp.
How to do that? Well, if you want to improve how work happens tomorrow, you need to understand how it happens today. And since the workflows don’t only work in one app, but across many apps both within and outside the Dynamics platform, you need cross-app insights to get there.
Pendo’s purpose-built DAP offers internal product and operations teams powerful cross-app analytics, so they can see how employees are engaging across the full Dynamics platform and the third-party apps it integrates with.
For example, Pendo Analytics lets teams survey the sales prospecting process. Sales teams may be starting the process using a product like LinkedIn Sales Navigator and ending by creating new contacts in their Dynamics CRM. Whatever the specific steps taken, teams can easily use features like workflow journeys to get crucial insights into how employees are navigating processes, where they drop off or get stuck, how long it takes them to complete it, and more.
Once teams have those insights, they can begin the process of improving how employees work—both through redesigning and refining processes and by creating cross-app guides to support employees through every step of what they’re doing. Whether it’s clearly outlining the steps in a sales workflow to create a new opportunity, adding context around a confusing customer field, or simply alerting users to a new process change within Dynamics, Pendo In-app Guides help teams boost efficiency with ease.
Maintaining governance and compliance across every workflow
The same one-two punch of analytics and guides is also the best way for IT & operations teams to monitor and improve compliance. With Pendo, you can easily understand how workflows are being completed on Dynamics with immediate insights into common areas of confusion, frustration, or dropping off points that are hindering compliance.
Different employees using different parts of the Dynamics platform will invariably have different support needs. That’s why Pendo makes it easy to segment users by metadata (role, location, etc.) and behavior (whether it’s a user’s first time on an application) to get the right guidance to the right person at the right time. All to mitigate business risk and ensure they’re working in the ways required and expected of them.
What’s true of boosting productivity is also true of increasing compliance: The best way to do it is to make it easier for employees to achieve. Pendo helps teams make that happen like never before.
Want to learn more about how Pendo can optimize your Dynamics instance? Take a self-guided tour here.
