A dashboard and a login are not enough for your customers. They want to be clear, fast and self-serviceable, be it regarding policy status, documentation, appointment booking, or daily repeating orders. When you are utilizing Microsoft Dynamics 365 as your CRM, it is good news because your database is well-built. The challenge? Your customer portal must be able to match the complexity of your internal workflows.
The out-of-the-box Dynamics portals tend to fail in managing the layered business logic, the multi-role access and the industry-specific compliance needs. It is there where deep customization is applied.
We will take a tour of how you can create your own Dynamics 365 Customer Portal using CRMJetty to fit your own complexity to the world in real life without necessarily overengineering it or taxing your development team.
Map Portal UX to Workflow Milestones
Consider your fundamental customer-facing business process: Onboarding, order management, claims processing, project delivery? Each of them has a milestone-based course within your CRM. That should be reflected intuitively in your portal.
Example: In the case of an insurance portal, display a claim status tracker to customers, with such stages as Filed, Under Review, Documents Needed and Approved.
How CRMJetty helps:
- Custom entity forms are configured to go along with particular workflow stages.
- Conditionally show/hide components with the use of Dynamics 365 Business Process Flows (BPFs).
- Provide the capability of visual progress bars based on status fields in Dynamics.
Be specific on Role-based Access
Everything does not have to be seen by all the users. The vision of a partner who has logged in to upload documents should be very different when compared to the compliance officer who can look at audit trails. Multi-role access Multi-role access is essential to portals that interface with multiple personas.
Dynamic Consultant Hint: Reputations in the CRMJetty portal can be maintained using the Dynamics 365 Security Roles to ensure that business logic and access controls are being kept current.
Implementation options:
- Assign form, dashboards, and actions visibility to user roles.
- Personalize role-based navigation menu.
- Apply portal-level entity permissions that are directly related to Dynamics roles.
Process Document-Heavy Workloads Safely
Document management is an either make or break department whether in the form of contracts, claims documents or even verification documents. Customers ought to have the ability to post, view, and monitor documents on his/her part without having to send emails to your company.
CRMJetty Strengths to capitalize on:
Safe file upload features virus scanning.
- User and stage document visibility.
- Auto-tagging and synchronisation to SharePoint or Dynamics Notes.
Auto Triggers and Auto Notifications
Complex work processes have numerous handoffs and dependencies. Status updates and reminders can be automated to increase transparency and minimize SLA missed.
You can configure:
- Notification of CRM fields changes via email/SMS.
- Conditional notification (e.g. Document pending more than 3 days)
- Notification in portal that is linked to a workflow (such as Action Required)
Enterprise Tools Integration
An actual enterprise portal is not in a vacuum. You might require drawing data out or pushing in data to such tools as:
DMS ( Document management systems)
- Payment gateways
- e-Signature platforms
- ERP systems
Monitor, Iterate, and Scale
Implementing customization does not end at the launch. Continuous improvement of the portal by developing it with telemetry and user feedback.
What to track:
- Most/least used features
- Drop-off points in workflows
- Load times and error logs
How CRMJetty helps:
- Provides logs and diagnostic applications.
- Allows updates which are versioned.
- Embraces multi-lingual and multi-tenant growth.
Like to have this configuration to your industry requirements? Book a free consultation.
A Dynamics 365 Customer Portal when done correctly would be more than a UI layer it would be an operational accelerator. CRMJetty provides the means to maintain that engine running smoothly, safely and in pace with your own complexities inside of the company.
Then be it modernizing your claims process, making compliance reporting leaner, creating a multilingual onboarding experience - whatever you need to achieve with your portal, it must fit your business, not the other way round.
