Microsoft Dynamics 365 Customer Insights – Journeys
Connect customer communication with useful follow-up
You already use Microsoft Dynamics 365 Customer Insights – Journeys, but communication and sales follow-up do not always connect. Mason Pete helps improve the process with your marketing and sales teams.
What happens after someone responds?
Lists need too much manual work
People copy information between lists or repeatedly check who should receive a message.
Responses do not reach the right person
A customer shows interest, but the sales team lacks the context or a clear next action.
Preferences are difficult to follow
Employees are unsure which communication settings apply when a journey starts.
How Mason Pete helps
We start with the work your team needs to do, then review the configuration you already have.
Review who enters each journey
Check segments, triggers and the customer information used by your existing journeys.
Make communication choices clear
Review journey steps and consent settings with your team so customer preferences are reflected in the configuration.
Agree the handover to sales
Define what information and follow-up your sales team needs when someone responds, then review the available standard options.
General example
Turn an expression of interest into a clear handover
A marketing team sends useful product information. When a recipient asks to speak to someone, employees manually pass the details to sales without a consistent process.
What we could change
We could review the journey and its connection with Microsoft Dynamics 365 Sales, agree the information required for follow-up and configure the standard capabilities available in the existing setup.
What we would check with the team
Test an interested prospect, an existing customer, a duplicate record and someone who has opted out. Check that the intended person receives useful context and that communication preferences are respected.
What we do together
You work directly with Peter Beentjes. He brings business, technical and commercial understanding to the choices you need to make.
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1. Understand the current work
Walk through everyday tasks with employees and review the existing configuration. Agree which problem matters most.
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2. Use standard Microsoft functionality first
Check the capabilities available in your current setup and licences. Prefer configuration that your organisation can understand and manage.
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3. Configure and test the change
Agree the change, test it in an appropriate environment and work through normal tasks and exceptions with your team before release.
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4. Explain and hand over
Document the changes and the reasons behind them. Help employees use the setup and give its owners the information they need to maintain it.
What you leave with
An agreed journey and sales handover, reviewed configuration, test scenarios and guidance for the employees managing customer communication.
Start with the task that gets in the way
Tell us which application you use, what your team is trying to do and where the current setup makes that difficult. You do not need to know the technical answer.