All too often people don’t see the bigger picture or aren’t given access to the right information in order to see the bigger picture. A customer complaint can be treated in complete isolation instead of looking at it in the context of the entire customer relationship. The danger is that if we don’t look at who that customer is to our organisation we risk damaging the relationship we have with them.
Dynamics 365 is great at capturing information about a customer but the real value is being able to gain meaningful insights from that information. I think rollup fields are a great tool that help make customer information meaningful to front line staff.
In the example below I’ve created two rollup fields to show me:
- Value of open opportunities
- Total number of cases created this year
Now technically, I could find this information by looking through various sub-grids or related records but I’d have to manually go through this information and if there’s a lot of history or activity happening with a particular customer that could take a while! Rollup fields essentially do that work for me which makes my job a lot easier.
So let’s say Adventure Works calls me with an issue. Just opening their account form I can easily see that we currently have open opportunities to the value of $65,000 and they’ve only raised one case this year. That creates valuable context for me and can immediately help me in the way that I approach the issue for this customer.
Hopefully this has helped to demonstrate how a simple tool like rollup fields can have a significant impact, not only building relationships with customers, but also empowering front line staff to own the customer experience and do what is in the best interest of both the customer and your organisation.
If you want to learn more about how to create rollup field, check out the Microsoft documentation here https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/define-rollup-fields