Software Platforms: Microsoft Dynamics 365 CRM, Microsoft Dynamics 365
Customer Insights
The Challenge
A mid-size bank in Illinois, with multiple branch locations across the country, recognized the need and value in expanding its digital marketing efforts and was looking to:
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- Fully harness the power of Microsoft Dynamics 365 Customer Insights by gaining the experience necessary to use the tool effectively.
- Transition their digital marketing tool, Constant Contact, to Customer Insights for a more integrated solution into Microsoft Dynamics 365.
- Build their expertise in different digital marketing solutions, particularly automation and customer segmentation.
The Solution
TopLine Results partnered with the bank’s marketing and IT teams to provide hands-on training and implementation support. Key initiatives included:
Training & Onboarding for Customer Insights
The bank had already invested in Customer Insights, but their team needed guidance on how to configure and use the tool effectively. TopLine Results conducted structured training sessions covering:
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- Email templates and automation workflows for targeted outreach.
- Segments and customer journeys to improve engagement and retention.
- The events module for tracking and managing marketing events.
Support for Constant Contact Transition
While the bank had relied on Constant Contact, they needed a roadmap for transitioning to a more integrated marketing automation strategy. Our team helped them transition to Microsoft Dynamics 365 Customer Insights, ensuring a seamless shift while maintaining their existing campaigns and customer lists.
Sandbox Testing & Implementation Strategy
TopLine Results worked closely with the bank’s team in a sandbox environment, helping them build confidence in using the system. The next phase focused on transitioning from sandbox to production, ensuring a smooth rollout.
The Results
With structured training and a seamless transition to Microsoft Dynamics 365 Customer Insights, enhanced their digital marketing efforts through:
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- Increased email engagement rates due to improved segmentation and personalization.
- A reduction in manual marketing efforts by leveraging automation for lead nurturing and customer follow-ups.
- Enhanced customer insights, allowing the bank to identify high-value customers
and personalize marketing strategies. - A fully integrated marketing system, streamlining data between sales and
marketing.