Copilot transforms CRM from an administrative burden into a value driver for the sales organization.

CRM systems have long been a necessity in sales and customer service organizations, but many often see them more as a control tool than a practical work instrument.

As a sales colleague once put it:

"Far too many salespeople treat their CRM like a New Year's resolution – good intentions, quickly forgotten."

With Microsoft Copilot, you’ll experience a noticeable evolution of familiar CRM solutions. You’ll feel your workday becoming more efficient as Copilot, acting as an intelligent assistant, enhances the tools you already value.

You’ll notice how Copilot handles routine tasks, allowing you to spend more time on what you find most valuable. You’ll be better prepared for customer conversations and decision-making, as Copilot supports your work with relevant insights – all built on the solid platform you know and trust.

From Data Entry to Valuable Insights

Imagine a workday where you no longer have to spend time summarizing email threads, documents, or lengthy meeting notes. Copilot for Dynamics 365 Sales does it automatically, ensuring you always have a complete overview of a customer or case. It can even suggest which emails to follow up on and what the most relevant next steps in a sales process are.

Preparing for a customer meeting also becomes easier. Instead of going through countless emails and notes, Copilot highlights the most important points from recent interactions, suggests relevant documents and presentations, and ensures you show up well-prepared with a clear picture of the customer’s situation and needs.

For example, this is how Copilot for Sales prepares for an upcoming meeting with Fabrikam about payment terms for 10 XL coffee machines. It displays options, participant information, and action points.

Customer Service with Intelligent Assistance

In customer service, fast and accurate answers make the difference between a satisfied and a frustrated customer. Copilot analyzes inquiries and suggests solutions based on the company’s existing knowledge of products, services, and past resolutions. Many cases can thus be resolved more quickly without involving a human agent.

When a case does require manual handling, Copilot for Dynamics 365 Customer Service ensures that the agent is instantly presented with relevant information. Instead of searching across various systems and old emails, the agent gets a direct suggestion for possible solutions, based on similar past cases. This saves time and ensures a more consistent and professional customer experience.

Here you see Copilot's AI-generated troubleshooting suggestion for an issue with a milk frother on a coffee machine, including step-by-step instructions.

From Passive Logging to Proactive Action

Traditionally, CRM has been a place to record and store information. Copilot changes that by making the system proactive. When a customer service case is successfully resolved, Copilot for Dynamics 365 Customer Service can suggest creating a new article in the knowledge base, so others can benefit from the solution in the future. This ensures knowledge is shared and reused instead of being lost in individual emails and notes.

For salespeople, Copilot for Dynamics 365 Sales also enables more intelligent follow-up. Instead of manually keeping track of which leads and customers need contact, Copilot can suggest follow-up activities based on previous interactions, pipeline data, and customer engagement. This means fewer missed opportunities and a more targeted sales effort.

Based on existing knowledge, Copilot has drafted an article suggestion about a coffee machine issue with a burnt smell. The interface allows the employee to review and revise the content.

The Real Benefit: Time and Focus on What Matters

The biggest advantage of Copilot for the CRM applications in Microsoft Dynamics 365 isn’t just automation – it’s the time and focus it frees up for employees. Instead of spending time on administrative tasks, salespeople can focus on building relationships, understanding customer needs, and closing deals. Customer service agents can concentrate on the complex cases where personal service truly makes a difference.

CRM shifts from being a passive database to an active partner in your workday – a game changer for anyone working with customers.