(gentle music)
- [Narrator] There are many common threads
that tie different industries together.
One of them is that every industry
wants to delight their customers
with a fantastic experience.
Whether you're a manufacturer, retailer,
or healthcare provider.
To unlock that great experience,
you need to know what each individual customer wants.
Once you know what it is,
you need the right tools to deliver it.
Let's take a look at how one industry
is unlocking awesome experiences.
Using Microsoft technology.
The US farming industry produces $136 billion
of goods annually.
That's a pretty impressive figure.
And the leaders in the market
rely heavily on quality animal feed.
Woodgrove Feed provides that feed to thousands of US farms.
Their relationship managers
spend their days on customer farm sites,
learning how they can best serve them.
Today, they share insights
about how to grow a customer account
back to the seller on the phone,
the message is often lost in translation.
They reviewed their process
and realize that those lost insights
meant they were missing out on a great market share
and not delivering the best customer experience possible.
They decided to tackle the problem head on.
The solution to their problem, Power Apps.
They created a fit for purpose farm visit app.
Wouldn't it take months and months to get this built
by an app developer? No, using Power Apps
they built an app , in a matter of days.
They had a clear vision of how the app would work.
Relationship managers would capture insights
about each visit in the app.
And these would automatically be shared with the sellers.
To do that,
they used out of the box templates to design the app
and out of the Box Connectors to SAP,
to share the insights with sellers in a matter of seconds.
Alongside that,
they use natural language to write power formulas,
to help configure AI capabilities.
That would be way outside of their skillset otherwise.
Let's see this in action.
Anna Bowman,
our relationship manager
spends her day visiting different farms.
As she arrives at Munson's P&P Farm,
she opens the app and jumps into their account.
Using the object recognition capability,
she's able to scan the field
and see a quick update on the type and number of animals
on the farm.
Anna Bowman wants to know
how much of the feed they're providing,
and if there's an opportunity to sell more.
Intelligence in the app,
compares to their current sales,
with the quantity required to feed such a farm
and tells her they have a 75% share.
While she's there,
she can also capture any new requests
or feedback that the farm has
making sure they're addressed.
At the end of the meeting,
these insights are immediately shared with the seller.
Who's thrilled to know exactly how best to act,
to support the customer.
After a few weeks of using the app,
Woodgrove Feed realized
the potential of the insights they had begun to unlock.
What if they could unlock insights in every interaction
and use them to tailor their customer experience
like never before.
Using Dynamics 365,
they're able to track and manage opportunities
to support and offline customer journeys
and log support cases.
The best part is,
that everything is already connected
out of the box with their fit for purpose,
farm visit Power App.
Over time,
they implement these Dynamics 365 solutions
and begin to unlock an intelligent 360 degree view
of each farm.
For the first time,
they have a true understanding
of what would delight each customer.
Here's an example,
one of their larger milk farms is Best for You Organic Farm.
They interact with Woodgrove Feed both digitally
and face-to-face.
The farm visit Power App has confirmed that Woodgrove
provides 53% of their feed.
We also know from conversational analytics
from support calls,
that the farm has been making continuous references
to a competitor, offering them cheaper animal feed.
Dynamics 365 has analyzed all of these engagements
and identified that they're at risk for churn.
It's time to act.
A risks return journey is kicked off.
First Anna Bowman receives the notification,
letting her know what's happening.
She sees that her next visit to Best for You Organics Farm
has been moved earlier to help her act fast.
She can also see that Best for You Organic Farm
has received a personalized email
sharing why Woodgrove Feeds is more cost-effective
than their competitors.
A few days later,
Anna Bowman meets with the farm owner, Eric.
He's reassured that their pricing is cheaper,
but is still worried that the quality
of the feed might be worse.
And what impact that would have on their animal goods.
Never fear, Anna Bowman is fully prepared for this.
The app presents her with clear insights
that show how using their feed during the lifespan
of their animals results in a significant increase
in the nutritional value for their animal goods.
Eric is impressed.
He shares that he's excited to explore swapping
all of his feed to Woodgrove.
His seller receives a full summary after the meeting
and is ready to move forward with negotiations.
Woodgrove Feed has been able to not only
unblock their existing communication challenges,
but unlock insights that help them continually
enhance their customer experiences.
This is the desire of every industry
and was all made possible using the power
of Dynamics 365 and Power Apps.