Requirements Gathering: Collaborate with business stakeholders, including customer service, sales, and technical teams, to gather, document, and analyze business requirements related to customer relationship management.
Process Improvement: Identify, design, and implement CRM process enhancements to improve customer experience, reduce operational costs, and increase productivity, specifically aligned with telecom industry requirements.
System Configuration: Configure and customize D365 CRM components (e.g., entities, forms, workflows, and business rules) to meet functional requirements, optimize performance, and maintain CRM best practices.
User Support & Training: Act as the primary point of contact for D365 CRM-related queries. Develop user guides, deliver training sessions, and assist users in navigating system functionalities and troubleshooting issues.
Data Analysis & Reporting: Design and implement data insights and reporting solutions to support business decisions, using Power BI and other reporting tools within D365.
Integration: Work with technical teams to integrate D365 CRM with other systems such as billing, ERP, and data management platforms, ensuring a seamless flow of information across platforms.
Testing & Quality Assurance: Develop test cases and lead UAT (User Acceptance Testing) to validate that solutions meet business needs. Ensure thorough testing and validation for system enhancements, updates, and integrations.
Compliance & Data Security: Ensure that all CRM configurations and data management practices comply with industry regulations, data protection laws, and internal security policies.