How technology is key to competitive advantage

Business leaders are challenged to make sound technology decisions that will enable them to move forward to take full advantage of generative artificial intelligence. But with so many tools and solutions available? How do you know which is the best option?

While digital innovation is advancing at an accelerated pace, especially in recent months with generative artificial intelligence, business leaders know they have no time to lose: they must make sound technological decisions that will allow them to remain competitive and not be left behind.

However, so many tools and solutions available may generate more doubts than certainties. What is the best tool to get more value from my data? Which solution is best suited to protect my business assets? What is the fastest way to get started with generative AI?

One right decision, many advantages

Many organizations begin their transition to the cloud by opting for solutions from different vendors, which in the long run can result in a fragmented and complex multi-cloud environment, usually composed of disconnected solutions.

However, it is best to consolidate all possible technological solutions on a single cloud platform because it simplifies the management of your entire environment, better integrates solutions and reduces costs, among other benefits.

A smart decision is to choose the Microsoft cloud, which offers in an integrated way all the solutions needed to optimally modernize, govern and protect your infrastructure, apps, data and cybersecurity. Only in this way will you gain the necessary skills to move forward and take full advantage of generative artificial intelligence.

What are the differentiating factors of the Microsoft cloud?

  • Have a robust infrastructure with Microsoft Azure, which provides advanced security, compliance and governance tools to manage and protect all digital assets.
  • The ability to unify, process, transform and analyze data centrally with the Microsoft Fabric platform.
  • Creating intelligent applications and automating processes with Dynamics 365 and Power Platform, efficiently connecting all business areas.
  • Integrated securitization and protection of all surfaces susceptible to attack through Microsoft’s holistic security platform.

All this powered by Microsoft Copilots, which facilitate the daily tasks performed within Microsoft solutions and applications. From improving the writing of an important document or searching for internal files in a matter of seconds, to writing code and receiving recommendations to automate the prevention and resolution of future attacks.

The importance of a specialist partner

Now you probably don’t know where to start.

Some companies do not have the necessary technological resources or specialized equipment to be able to take full advantage of the opportunities offered by the Microsoft cloud. For this reason, many choose a specialist partner to help them face the most complex challenges of digitalization and cybersecurity.

In Softeng, we are dedicated exclusively to the Microsoft cloud and are one of its most qualified partners in Europe. Through our Softeng Max solution, we accompany companies with ambition so they can accelerate their digital innovation, protect their business and maximize the ROI of the cloud.

Shall we move forward together?

tres cambios culturales que debe impulsar un líder de IT

3 cultural shifts an IT leader must drive in the age of AI

The hype around generative artificial intelligence has created so many expectations that many business leaders want to implement it quickly in their organizations. However, it is paramount to first understand that to have the best results, a much deeper transformation based on simplification, data and cybersecurity is necessary.

Business leaders have a clear objective: to keep their organizations competitive. And to that end, many believe that early adoption of generative artificial intelligence is essential.

While this is true, it is not enough. To implement generative AI effectively, they must go much further, seeking to transform the mindset and way of working at all levels of the organization.

At Softeng, based on the experience with our customers and the knowhow of our experts, we have identified the 3 essential cultural shifts that IT leaders must prioritize to be ready and able to take full advantage of AI’s potential to keep their organizations competitive.

Culture of simplification

Digital innovation is advancing at an accelerated pace, and today it is more important than ever to have the necessary agility to avoid being left behind. However, in many companies there is a pervasive complexity at all levels, from their processes and organizational structure to the tools and solutions they use on a daily basis. And complexity is the antonym of competitiveness.

Therefore, business leaders are challenged to promote a culture of simplification that will enable their organizations to become more agile, efficient and innovative.

In IT, this cultural change starts with the technological foundations, i.e. the infrastructure.

The first challenge for technology leaders is to continue migrating their infrastructure to the cloud, which is also an essential pillar for adopting and making the most of artificial intelligence.

There are still some companies that have not fully migrated their infrastructure to the cloud for various reasons. For those in this situation, the smart thing to do is to continue with a hybrid transition that allows them to have the balance they need to embrace innovation, maintaining critical on-premise operations while gradually moving workloads to the cloud, as needs and priorities dictate.

However, the cloud can also generate that complexity that prevents us from moving forward, usually generated in fragmented multicloud environments that have solutions from different providers disconnected from each other.

As a result, many IT leaders are already betting on simplify your cloud environments by choosing a single vendor with integrated solutionsMicrosoft, which allows them to modernize, protect and govern their infrastructure, apps and data in the cloudThe company’s cloud and artificial intelligence capabilities can be fully leveraged from a single location.

Data culture

Today, making decisions without taking data into account is like going out to sea relying only on experience and wind direction. It can be done, but it has its limitations and can lead to extremely costly mistakes.

Data-driven organizations are those that derive value from their data to make faster, more informed decisions, improve operational efficiency, identify market opportunities and accelerate innovation. In addition, data is vitally important in the age of AI.

However, to get the most out of the data it is essential that it is orderly and accessible to everyone within the organization. From IT, the most effective strategy is to upload data to the cloud and use platforms, such as Microsoft Fabric, that make it easier to sort, transform and make decisions through data.

Cybersecurity culture

In a context where the increase in ransomware attacks continues to grow, along with other increasingly sophisticated and dangerous AI-powered cyberattacks, business leaders must promote a culture of awareness of the importance of cybersecurity.

At the highest levels, this will make them aware of the importance of investing in the right cybersecurity solutions before it’s too late, as a modern cyberSOC powered by AI capable of detecting and responding to incidents faster, improving accuracy and minimizing the effects of potential cyber-attacks.

In the rest of the organization, the human factor is often the weakest link in cybersecurity. You can have all the security measures in place, but a simple click from one of the people in your company on a malicious email could be chaotic. Therefore, it is essential that each member is aware of the most common cyber-attacks, adopts safe practices in the use of technology and recognizes that security is everyone’s responsibility.

In Softeng, we accompany companies with ambition to accelerate their digitization, get the most out of their data and protect their business assets, so that they are able to take advantage of the full potential of generative artificial intelligence.

Shall we move forward together?

Do you know what is essential to move forward on the AI path?

The unstoppable advance of generative AI is pushing companies to adopt it as soon as possible to remain competitive. But are they properly prepared? Digitally ambitious leaders must have a good understanding of what is essential to move forward on the AI path with confidence and at the pace needed to avoid falling behind.

This technological advance has opened up a new world of opportunities. However, in order to move forward on the path of artificial intelligence, companies must face several challenges. Only those who understand what they need to make the most of their potential will be able to generate new competitive advantages for their business, thus making a difference.

Where do I start?

This is the first question that arises, and the answer is the cloud.

Based on our experience, we can identify two frequent scenarios in the first steps in the transition to the cloud. On the one hand, companies that have not yet completely migrated their infrastructure to the cloud for various reasons such as, for example, having on-premise systems that are not yet amortized or others. On the other hand, companies are starting to adopt cloud services from different providers at an accelerated pace, mistakenly believing that having a multi-cloud environment diversifies the risks associated with a single provider.

  • The transition to the cloud can be hybrid, as it allows you to start modernizing part of the environment while maintaining the on-premise infrastructure.
  • We recommend doing so with a single cloud provider to avoid the risks that a multicloud strategy can generate, i.e. a fragmented, complex environment with higher maintenance costs.

Simplifying the environment with a single cloud provider to manage everything from infrastructure, data, to cybersecurity, provides a critical operational advantage in terms of control, agility and cost to be able to take full advantage of AI.

How do I move forward?

Prioritizing data management and analysis.

Generative artificial intelligence draws on them to provide better answers, predictions and recommendations. But do we have our data ready? How can we empower them with AI?

The real value of data is not only the quantity, but the quality. Those companies that manage, store, organize and secure their data without losing control will be more prepared to take advantage of AI than others.

  • The essential thing is to upload the data to the cloud, which will allow us to have them better governed, protected and take advantage of advanced analysis tools to obtain insights that facilitate and speed up decision making.
  • Once we have our data ready and protected, we will be better able to identify the highest value use cases to implement solutions powered by generative AI.

But… Am I well protected?

Probably not.

The paradoxical power of AI to build, but also to destroy underscores the importance of having a robust cybersecurity strategy under constant review. It is not simply a matter of avoiding cyber-attacks, but of being well prepared for the possibility of their occurrence. At this point in the journey, it is essential to achieve cyber resilience. How?

  • Implementing layered protection to continuously secure and protect all exposed surfaces susceptible to attack.
  • Achieve complete defense through a modern AI-powered SOC capable of detecting and responding to incidents faster, improving accuracy and minimizing the effects of potential cyber-attacks.

All this, with the aim of building a digital fortress to have an environment that can continue to function in the face of any cyber-attack.

Keeping up with the pace is essential to stay ahead and not fall behind.

From Softeng we can accompany you on this path. Shall we talk?

Artículo - evolución ciberamenazas

How major cyberattacks will evolve in 2024

We are in a world where every click can be a trap, and every email a gateway to a new attack.

We have already discussed the most common cyber-attacks and how they can affect business assets.

In this article we will go a step further to analyze how these AI-powered cyberattacks have evolved in 2024 and how you can deal with them.

1. Increasingly sophisticated social engineering attacks

In 2024, social engineering attacks will continue to take center stage. However, they will be harder to detect and more personalized than ever, with phishing and deepfakes leading the way.

Cybercriminals are already implementing new techniques to achieve their goals. One of them is callback phishing, also known as callback phishing.

In this new type of attack, cybercriminals send an email to victims simulating expensive subscriptions, in which they include a telephone number. The victims, upon seeing the high amount, call the phone number in the email in order to cancel the subscription. It is in that call that they will try to steal your data.

Now then… How to avoid this and other types of social engineering attacks? With awareness and a robust Zero Trust security strategy.

An example of this is Via Celere, which with the accompaniment of Softeng has achieved an advanced level of security, managing daily and centralized through Softeng Max Platform alerts Microsoft 365 and Azure.

Here we tell you more about Vía Célere‘s success story.

Ransomware and malware on new attack surfaces.

Malware will also continue to rise, exploiting new attack surfaces and new vulnerabilities. And yes, they will also be increasingly difficult to detect.

New techniques such as dual ransomware or triple extortion attacks are already multiplying attacks and generating further financial, compliance and reputational consequences.

The only way to avoid them is to have modern security solutions based on suspicious behavior detection, together with a policy of vulnerability analysis and management.

3. More potential entries for OT and IoT infrastructure attacks

With respect to OT, special attention will have to be given to critical infrastructures, public administrations and essential services, although private companies will also be targeted.

As for IoT, more and more devices will appear that communicate with each other and access the Internet, creating more potential “gateways” for cyber attackers to exploit.

4. Identity theft and privilege escalation will continue to increase.

We are seeing more and more cases of using data such as names, Social Security numbers and bank details without consent. In 2024, these types of cyber-attacks will continue to increase to produce lateral movements and compromise the maximum number of business assets.

The reasons?

Technological progress, characterized by greater interconnection and dependence on digital systems, which opens new doors for cybercriminals to exploit vulnerabilities.

5. Unsafe application design is gaining ground

This will be another susceptible attack surface and cybercriminals will focus on risks related to design flaws.

On the one hand, we will need to obtain details of the assets published on the Internet for the detection of vulnerabilities. And, on the other hand, to establish with developers secure design principles and reference architectures based on reference frameworks.

Attacks are advancing, technology is advancing

In 2024 we will continue to battle cyber threats that are increasingly difficult to detect, and information and preparedness are our best weapons.

As a leader in cybersecurity, it is our responsibility to always be one step ahead to help companies avoid attacks that can have serious consequences.

Alex Imbernón, Cybersecurity Manager of Softeng, shares answers on this topic in his article: 3 key questions on cybersecurity that every CEO should know how to answer.

empresa ciber resiliente

How do I know if my company is cyber-resilient?

Your company is cyber-resilient if it is able to anticipate threats, mitigate their potential impact and respond quickly so that business can continue as usual despite a security breach.

The term resilience has become very popular in the cybersecurity field. In short, a resilient environment is one that has the ability to overcome a security incident and maintain business continuity.

But how do I know if my company is cyber-resilient?

The formula for knowing this is simple: if your company were to fall victim to a cyber-attack, such as ransomware, and you believe it would not be able to continue operating, then your company is not cyber-resilient.

We share with you some essential factors to create a resilient environment:

  • Promote a culture of cybersecurity, raising awareness among both management and employees.
  • To have modern security solutions that allow 24×7 monitoring of security incidents and to respond to them quickly and effectively.
  • Establish an incident response plan and improve it based on lessons learned over time.
  • Define, validate and periodically test a business continuity plan.
  • Establish a risk and vulnerability management plan.

In short, it is important to design a comprehensive cybersecurity strategy aligned with business objectives to protect all digital assets wherever they are.

The power of collaboration to increase cyber resilience

The main cyber threats in 2024 will be increasingly effective. Therefore, the collaboration between companies and a partner specialized in cybersecurity is essential to have the necessary expertise and mastery of technology that allows simplifying all the complexity of cybersecurity to manage it efficiently.

Undoubtedly, this is a more than interesting topic for those business leaders with digital ambition. If you want to know more, log on to Max Global Defense and find out how we can help you.

The Keops pyramid of cybersecurity: Know the 5 levels to protect your business

The Keops pyramid of cybersecurity represents the 5 levels that every company must apply in ascending order to ensure the protection of its business assets and a complete defense on exposed surfaces susceptible to attack. Want to know how you can build your own? So let’s get to work.

In the middle of the Egyptian desert, a construction of more than 146 meters high and 5.7 billion tons stands out: The Pyramid of Giza, also known as the Pyramid of Cheops. Its perfect structure makes it seem indestructible. Therefore, it is used as a reference in cybersecurity to represent how companies should organize and build their threat protection levels.

In this article, we will detail what each of the levels of the Keops pyramid in cybersecurity consists of, which has measures from the most basic to advanced approaches that will allow you to have an extremely robust protection.

Level 1: Basic Cybersecurity Solutions

Like any construction, the Keops pyramid of cybersecurity must start at the base. This first level of the pyramid is the one that will later support the rest of the structure and, therefore, it should be given the same importance as the rest, no matter how basic it may seem.

To begin with, it is essential to have minimum protection measures in place, such as firewalls, EDR antivirus, back-ups, multi-factor protection (2FA) and hardware encryption, among other measures. In this way, you can be directly protected against attempted attacks on your company’s network.

However, none of these protective measures would be of any use if you do not train your users on the types of threats they may receive and the risks associated with them. Therefore, another fundamental point at this level is the awareness of users so that they can recognize attacks and avoid falling prey to them with just one click.

Level 2: Attack vector protection and data classification

Once we have a solid foundation, we can move on to the second level of the KEOPS cybersecurity pyramid. Here we will focus on solutions aimed at protecting various attack vectors such as mail, password vulnerabilities and remote access to applications and data.

It also focuses on classifying data to become aware of its location, content and permissions to move on from there to more advanced levels of cybersecurity.

Some of the measures to be implemented at this level are password managers, web security, data and permissions auditing, software patch and digital certificate management, mail protection and zero trust access.

Level 3: Data and identity protection

The third level incorporates more sophisticated and specific solutions to protect user data and identity. Here, technologies are applied to prevent information leakage, exfiltration, control of data once it has left the company, advanced identity management and enterprise security both on-premises and in the cloud.

In recent years, as hybrid work has taken center stage in most enterprises, maintaining control from anywhere over your users and devices has become a major challenge.

If you are already at this level of protection and want to learn more about it, we recommend this demo on how to simplify identity governance and business asset protection with Microsoft Entra.

Level 4: Active robustness check of the system

The fourth level introduces a dynamic and constantly evolving perspective, in which cybersecurity adapts to the changing conditions of the environment. This involves the adoption of risk analysis solutions, vulnerability scanning and intrusion drills to effectively and continuously assess the security of a company.

At this level, the solutions adopted must be regularly updated to ensure that they remain effective in protecting a company against cyber threats.

Level 5: Active monitoring and SOC

The fifth and final level of the Cheops pyramid represents the most advanced approach to cybersecurity, focusing on resilience and proactivity. Here we work on the identification and neutralization of threats before they have a significant impact on the company, the implementation of incident response policies, as well as quick and efficient recovery in the event of an attack.

Companies that reach this level of security are already enabled to implement a modern SOC, through which they will be able to monitor and protect their company 24×7 against all the cyber threats to which they are exposed.

Start building your own Keops pyramid of cybersecurity

Building the Keops pyramid of cybersecurity does not require 30,000 people or 20 years of work as the original version did. However, not all solutions are suitable for all companies, and their analysis and implementation must be carried out by cybersecurity experts who have a good understanding of the complexities involved and have mastered the technology.

Let’s move forward together to start building your own protection pyramid. This is one of our experts.

IA generativa en automatización de procesos

How to implement generative AI to automate your business processes

It is no longer news to say that generative artificial intelligence is transforming the way we work, create and, one might even say, live. Technology enthusiasts like us know that we are at a fascinating time from a technological point of view thanks to the infinite new possibilities that AI offers companies, especially when it comes to incorporating it into the automation of business processes.

Generative AI is everywhere. You have probably already used ChatGPT to get inspired with new ideas, improve your texts or supplement information. Or, perhaps, you have tried Dall-e to create images from textual descriptions…

Yes, this is all very useful, but its potential goes far beyond that for companies moving forward, with the goal of automating tasks and solving business problems and use cases, both common and specific.

The potential of generative AI in process automation

First, we must know what generative AI is intended for and what it is not intended for. Contrary to what many believe, this technology is not designed as a complete system for solving complex problems, making informed decisions or performing methodical and rational analysis of our data.

However, it is designed to process text, audio and images – almost – as if a person did it. Therefore, when implementing generative AI in a digitized business process, it is essential to think of it as an important part of the process itself, but not as the only solution.

Use Cases: Maximizing Process Automation with Generative AI

Using existing generative AI chatbots

A few years ago, the word chatbot wasn’t so common, was it? But, nowadays, we already know what they are and they are present in our daily life interacting with them normally in e-commerce, customer service, etc.

Chatbots created with generative AI, such as Chat GPT, are assistants that help us perform tasks more easily and quickly than if we were to do them without their help.

In the field of process digitalization, there are already options created by Microsoft, such as the multiple Copilots of Microsoft 365, Dynamics 365 and Power Platform, which help us in specific tasks, such as summarizing a report, finding information quickly or generating ideas, among others.

Related article: Learn more about how to maximize your company’s efficiency with Dynamics 365.

Create your own generative AI chatbots

But in addition, many digitally ambitious companies have already started to deploy their own generative AI assistants to help them in different use cases.

For example, you can reduce the workload of your helpdesk team by creating your own virtual customer service assistant; or improve personal productivity and organization with a customized chatbot for task management.

The potential of creating your own virtual assistants is so great that we have an exclusive on-demand digital event on this topic, in which our experts explain through a demo, use cases and practical examples how you can adopt ChatGPT in your business.

On-demand event: Discover how to maximize the value of your data with advanced analytics and ChatGPT technologies. Access here!

Specialized Artificial Intelligence Models

Now we have reached the most interesting part. The step beyond what we talked about at the beginning of this article: incorporating customized generative AI models as part of an already digitized process.

What do we mean by this? That we can implement generative AI in our business processes to help us and assist us in any task where we need to process text, images or audios. AI can do this in an automated way, saving us time and improving process efficiency.

Let’s bring it more down to earth… For example, generative AI models are used to:

  • Identify patterns in customer opinions about our company’s products, so that they can be categorized and segmented according to their interests.
  • To perform queries on proprietary knowledge bases, for example, industry compliance regulations or to extract contextualized information specific to our business.
  • Provide automatic first-level responses to requests from customers, suppliers and even employees.

How to create your own generative AI automation solution

As it could not be otherwise, the cloud ecosystem offered by Microsoft allows us to make everything we have explained a reality.

Here, Power Platform allows us to extend the functionality of Dynamics 365 to unsuspected limits to adapt it to our needs or even, not only extend the capabilities of Dynamics 365, but also incorporating more artificial intelligence systems into our business processes and using the power of the platform to make fully customized solutionsadding incredible artificial intelligence capabilities.

In addition, each of the Power Platform solutions includes its own Copilot, which will help us create our solutions quickly and adjust them without touching a single line of code.

If you want to learn more about this topic, don’t miss our on-demand event where our team of experts explains, with demo and real case studies, how to create your own automation solution maximizing the potential of Power Platform with AI. Find the registration link below:

On-demand event: Learn how to create your own automation solution maximizing the potential of Power Platform with AI.

Dynamics 365

Maximize your company’s efficiency with Dynamics 365: automation, connectivity and analytics in one place

By maximizing the potential of Dynamics 365 you can get a complete and unified view of your business, accessing relevant information in real time.

In a world where data and collaboration are key to business success, many companies still face the challenge of integrating their business information, which is isolated in several dispersed systems and with knowledge spread across teams disconnected by hierarchical work silos.

In this article, we explain what is Dynamics 365, Microsoft’s cloud platform of choice for ambitious companies to maximize decision making, collaboration and innovation.

What is Dynamics 365?

In the era of digital transformation, companies have already recognized the immense potential of their data. However, in an ever-changing world, to stay competitive they must now go one step further: it is not only about digitizing their operational processes and integrating their data, but also about connecting teams, systems and business processes effectively.

Dynamics 365 is an intelligent cloud application platform from Microsoft that enables organizations to connect and manage all aspects of the business from one place. Its applications cover the specific needs of several areas, such as sales, marketing, customer service, finance, human resources, among others.

Each application can be used independently or integrated with the others to create a customized solution. This enables, for example, the centralization of all business and customer data in one place, which facilitates process planning and data-driven decision making.

On-demand event: Discover how to use the most advanced Dynamics 365 applications and AI to digitize your operational processes faster.

Key features of Dynamics 365

  • Business process flows: Dynamics 365 has visual guides that help users follow the same steps every time they work with a customer or perform a task. Business process flows can be customized according to the needs of each company, adding phases, steps, conditions or branches.
  • Automation: In addition, it has the ability to execute actions or tasks without human intervention. Dynamics 365 offers several tools to automate business processes, such as Power Automate, Power Apps, Power Virtual Agents or AI Builder.
  • Connectivity: This tool integrates different data sources and devices into a single platform. Dynamics 365 connects with other applications, such as Outlook, SharePoint and Teams in Microsoft 365 and multiple Azure solutions, as well as with other external solutions via connectors. In addition, it integrates with the Internet of Things (IoT), allowing data to be collected and exchanged from interconnected physical devices.
  • Analysis: Dynamics 365 offers several tools to analyze data and obtain insights to help improve business processes, such as Power BI, Customer Insights or Sales Insights.

In addition, D365 integrates seamlessly with other Microsoft solutions, such as Power Platform, to extend functionality and customize business processes. This ensures continuity and compatibility with the tools you already use in your business environment.

Discover the potential of Microsoft Dynamics 365 applications

Dynamics 365 Sales: Boost your sales team’s performance

Long and complex sales cycles, customers with diverse needs and the involvement of multiple partners are some of the many challenges faced by sales teams, especially in the B2B sector.

Maintaining these relationships requires effective communication and meticulous follow-up, as well as both internal and external collaboration.

Dynamics 365 Sales is a module designed to enhance the effectiveness of sales teams by automating administrative tasks and simplifying the follow-up of opportunities.

  • Increases productivity. Automates administrative and repetitive tasks, freeing up time for the sales team to focus on what they do best: closing opportunities. It also facilitates the tracking of these opportunities by offering a clear view of the entire sales cycle and providing valuable information on performance and customer behavior to adjust strategies.
  • Improved collaboration. It allows you to share documents, have conversations and schedule meetings with other teams, all from one place. This ensures that information flows smoothly between departments, fostering a more complete understanding of customer needs in order to provide a more efficient response.
  • Optimize the sales experience with Sales Copilot. It integrates an artificial intelligence assistant that helps you interact with your customers and prospects in a faster and more natural way. It also allows you to get quick summaries of your lead and opportunity records, catch up on updates, prepare for meetings and get content suggestions for your emails.

Dynamics 365 Sales

Dynamics 365 Customer Insights: Delivering personalized customer experiences

Personalization has become one of the top priorities for companies. Not only because it is what most customers expect, but also because it is what generates the best results.

With Dynamics 365 Customer Insights, you can connect your customers’ data from different sources, such as your website, your social networks or your apps to get to know them better and offer them personalized experiences.

  • Create unique and dynamic customer profiles. Incorporate attributes, behaviors, preferences and interactions with your brand that are updated in real time to accurately understand your customers and deliver experiences that adapt to their changing needs.
  • Segment and analyze your customers in a personalized way. You can create segments based on factors such as customer lifetime value, propensity to buy, churn risk or satisfaction. You will then be able to target your marketing, sales and customer service strategies more precisely, addressing the specific needs and desires of each customer group.
  • Generate actionable and predictive insights. Make better decisions, optimize your marketing, sales and customer service strategies, and deliver personalized and relevant experiences to each customer.

Dynamics 365 customer insights

Dynamics 365 Customer Service: Take your customer service to the next level

Microsoft’s latest customer service report claims that 46% of companies still collect information manually from historical customer data. According to the same report, “manually generated information prevails in silos, while automation drives data analysis in integrated systems.”

That is why many ambitious companies have started to opt for tools and solutions that allow them to go a step further in their service.

With Dynamics 365 Customer Service, customer service teams can increase their productivity while customers get faster responses.

  • Manage all customer service channels from a single platform. Whether your customers communicate via phone, email, chat, social media or web portals, this tool centralizes the management of all interactions in one place.
  • Know your customers and provide the answer they are looking for. You can view all relevant information about your customers, such as their history, preferences and needs to offer a personalized and effective response.
  • Resolves queries faster. The tool suggests the best actions, responses and solutions in each case.
  • Reduces workload. Customers can solve their own questions and problems through knowledge bases, forums or conversational chatbots.
  • Optimize the performance and quality of your customer service. D365 Customer Service displays key success indicators, dashboards and reports that allow you to measure and improve results.

Dynamics 365 customer service

Dynamics 365 connects all your business teams

In addition to sales, marketing and customer service, Dynamics 365 has applications for other business areas.

  • Finance: Dynamics 365 Finance maximizes visibility and control of financial operations, automating administrative tasks, facilitating regulatory compliance, generating integrated reports and analysis, and providing recommendations based on artificial intelligence.
  • Human Resources: Dynamics 365 Human Resources optimizes human resources programs, improving the employee experience, and facilitating collaboration and learning.
  • Supply Chain: With Dynamics 365 Supply Chain Management you can optimize the planning, production, inventory, warehouse and transportation of products, using IoT sensors, predictive maintenance and mixed reality.
  • Project Management: Dynamics 365 Project Operations allows you to manage the entire lifecycle of your projects, from sales to billing and accounting. In this way, you can plan and estimate work, allocate and mobilize resources, monitor and control progress and costs, bill and charge for services rendered, and integrate processes with other Microsoft applications.

Looking to accelerate innovation with a hyper-connected enterprise? As Top Partnert Cloud Microsoft, Softeng help companies with digital ambition to connect their data, processes and equipment with intelligent business applications so they can drive innovation and solve their specific needs.

Find out more here

Event on demand: If Dynamics 365 has sounded interesting to you, don’t miss our on-demand event, where our experts share success stories and demos on how to leverage the most advanced Dynamics 365 applications and AI to digitize operational processes faster and improve business efficiency. Access from here!