Copilot y Microsoft Dynamics 365 Commerce
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G&J Pepsi-Cola Bottlers integrated Microsoft Dynamics 365 with their Power Platform to enhance customer engagement and streamline their operations, resulting in an 8% revenue increase and reduced operating expenses. The implementation of Dynamics 365 sales and field service has improved efficiency, lead conversion, and productivity by providing real-time access to information for field technicians. Microsoft Copilot features further support back-office operations and in-store productivity, enabling better customer service and sales performance.
Copilot y Microsoft Dynamics 365 Commerce
- 1. Microsoft Confidential: Content is shared under NDA with Microsoft CAB members Juan Rafael Architect Solutions @jlc_rve
- 8. Microsoft Confidential: Content is shared under NDA with Microsoft CAB members Copilot in Dynamics 365 Commerce
- 9. Situation: Solution: Impact: “I am really excited about working with Copilot capabilities as I believe it will completely change the way our employees at G&J Pepsi interact with Dynamics 365 Field Service. It will be a game changer for our field service and frontline teams, allowing them to enhance their best-in-class service by getting access to the information they need faster than ever before.” —Eric McKinney, Director of Enterprise Infrastructure, G&J Pepsi Customer: G&J Pepsi-Cola Bottlers Industry: Consumer Goods Size: 1,000 – 9,999 employees Country: USA Products and services: Microsoft Power Platform • Power Apps • Power Automate • Power BI • Dataverse Dynamics 365 • Field Service • Sales • Remote Assist Microsoft Teams Read full story here As a significant element of G&J Pepsi- Cola Bottlers, Inc.’s digital and business transformation journey, the organization needed an end-to-end view of its customers. Having unified data at the hands of frontline employees would enable field technicians to pursue the company’s greatest revenue-generating opportunity. G&J Pepsi integrated Dynamics 365 Sales and Dynamics 365 Field Service on top of Power Platform, producing both immediate and significant results. Leads are fed into D365 and funneled to the best resources. Service Technicians are “fed” all installation information via an app, no more paper and lag time. The solution has unified the cross- functional customer journey, leading to better results across the board—an 8 percent increase in revenue and 6.6 decrease in operating expenses as well as increased productivity, increase efficiency, higher lead conversion and market share, along with cost reductions. Dynamics 365 quenches G&J Pepsi-Cola Bottlers’ thirst for innovation, integration, and agility
- 10. Customer Engagement Management (CEM) Overview: New Customer Set-up Customer: G&J Pepsi-Cola Bottlers Industry: Consumer Goods Size: 1,000 – 9,999 employees Country: USA Products and services: Microsoft Power Platform • Power Apps • Power Automate • Power BI • Dataverse Dynamics 365 • Field Service • Sales • Remote Assist Microsoft Teams Read full story here VIP Beverage System Dynamics 365 Sales Lead qualification Account set up Dynamics 365 Field Service Experlogix CPQ Opportunity ROI estimate Azure Data Factory Installation work order creation Scheduling Installation preparation Equipment delivery/installation Power Automate Dataverse Outlook Field Service status updates Work order and timeline alerts 1 2 4 5 6 7 3 1. Leads from several sources are loaded into Dynamics 365 Sales and qualified by the business development representative. 2. New account is set-up, including ROI estimate (Experlogix CPQ), account number assignment, and the generation of work order for each piece of equipment. 3. Work order flows seamless from Dynamics 365 Sales to Dynamics 365 Field Service and is first reviewed by installation prep team. 4. Work order is deployed for scheduling. 5. Work order is released to Field Service Technician for installation. 6. Data is sent to additional systems for processing and storage—from G&J Pepsi corporate system, VIP, to Azure Data Factory to SQL and Dataverse. 7. At several points in the process, Power Automate is leveraged to trigger email alerts or additional processes both inside of and outside of Dynamics 365 to complete necessary steps.
- 12. Copilot in Dynamics 365 Commerce - Vision POS | HQ | Site Builder | B2B Copilot in Site Builder (Site author/Web designer) Copilot in eCommerce site (End-consumer/shopper) Copilot works alongside you to help configure and manage your Back Office operations • Q&A • In-app tutor • In-app automation • Insights and reports • Product descriptions • GitHub Copilot for Commerce SDKs Copilot works alongside you to help you manage your e- commerce sites more effectively • Product enrichment • Site enrichment • Site creation • Image variations • Insights and reports • GitHub Copilot for Commerce SDKs Copilot provides your B2B buyers with engaging and personalized experiences • Assisted bulk ordering • Personalized order templates • Account summary dashboard • AI boosted conversations via PVA to assist with • Product search • Product recommendations • Chatbot • Order updates • Inventory lookup Copilot in HQ (Backoffice user) Copilot works alongside you and helps increase your in-store productivity • Q&A • In-app tutor • In-app automation • Insights and reports • GitHub Copilot for Commerce SDKs Copilot in POS (Store associate/manager)
- 13. Turbocharge your store associates to provide better customer service and boost sales
- 14. GPT can respond to store associate questions in real-time • Store associates often have question on customers, products, store inventory or orders, but it is not easy to find this info if there are no canned reports or quick lookups available • GPT-powered Q&A in POS can respond to their questions in real-time and save them the time/effort required for tedious lookups • Additionally, GPT can also assist POS users with performing manual tasks such as inventory updates, checkouts or returns Q&A in POS POS | HQ | Site Builder | eCommerce site Exploratory evaluation
- 15. Insights and reports in POS Copilot can create reports with meaningful insights with simple natural language-based prompts from Store associates. • Proactive insights and customer summaries enabling store associates to provide better clienteling to customers • Democratize access to insights in your local store sales performance data • Use simple prompts to explore, understand and predict store business needs • Ask questions about sales, customers, employees, and inventory for your store, receive answers in moments POS | HQ | Site Builder | eCommerce site Exploratory evaluation
- 16. Copilot assisted Store Sales Copilot can be a true companion to assist store associate engage with customers better and boost conversions. • Elevating customers in-store shopping experience • Improvement in customer engagement • Boost in sales with enhanced up- selling/cross-selling opportunities • Enable ‘novice’ store associate to become an ‘expert’ sales-person POS | HQ | Site Builder | eCommerce site Exploratory evaluation
- 17. Copilot in POS Turbocharge your store associate producitivity
- 18. Microsoft Confidential: Content is shared under NDA with Microsoft CAB members Thank you!