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15Hi Forum
I am new to D365 and evaluating the overall capabilities. Appreciate, if you could provide your view on the below requirements.
I would like to design a green field SAAS digital business using Azure offerings.
Below are the requirements:
- Implement Lead to cash, order to delivery, problem to resolution end-to-end processes which can be performed with D365 Sales, Marketing, CRM, Commerce, Customer Service, Order Management components.
- Support these transactional systems with Insights to make such processes smarter. For example, up/sell recommendations for customer, lead scoring, churn score, CLV, etc. To implement this, I was thinking of designing an "Always-on" centralized Next Best action scalable/performant, event based platform for all enterprise operations:.For e.g:
- When the customer logins from web app, the personalized offers are created and pushed to web channel to offer to customer.
- When customer calls the call center, the related action is proposed based on the customer's journey.
- When a marketing campaign is going to be performed, it will return the best customer that might buy or it might suggest campaigns proactively for customer which might churn
- Before an order is placed, it might predict the order delay and propose customer the resolution up-front.
Instead of managing the insights for each component individually in silos, I wanted to centralize this on a single platform as the power house of insights for the whole enterprise, that would help also other task automation use-cases. Is this the right approach?
Also, what is the best component that might do that (I have checked Customer Insights, but it seemed a little limited platform where customizations are limited and not sure how it can do it)?
Many Thanks
CK
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