Dynamics Community Forum Thread Details

Centralized Insights Management

Hi 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

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