Customer Approval Process in Dynamics 365 Business Central

The customer approval process is a vital part of onboarding new clients, and with the help of Dynamics 365 Business Central, it becomes seamless and efficient. By integrating tools like Microsoft Outlook, Power Automate, Microsoft Teams, and Power Virtual Agent, businesses can automate the process, reduce manual tasks, and improve overall productivity. Below, we'll explore how Business Central enhances customer approval through automation and collaboration.

1. Initiating the Customer Onboarding Process

The process starts with creating a new customer. In this demonstration, Power Virtual Agent is embedded within Microsoft Teams to guide the user (a sales rep or agent) through the process of entering customer data. The virtual agent asks for essential details like the customer name, address, and contact information. This conversational interaction makes the onboarding process simple and efficient, allowing the agent to complete the task without switching between applications.

For example, the sales rep receives a notification via email or Teams indicating a new customer needs to be added to Business Central. Instead of manually entering the data directly into Business Central, the agent interacts with the virtual assistant, providing key customer information in just a few steps. This integration saves time and streamlines the process.

2. Approving the New Customer via Teams or Outlook

Once the customer data is submitted, the next step is the approval process. Dynamics 365 Business Central integrates with both Microsoft Teams and Outlook, giving managers or administrators the flexibility to approve the request in their preferred platform. Notifications are automatically sent via both channels, allowing them to review and approve the new customer without delay.

For instance, a manager might receive an approval request through Microsoft Teams, allowing them to approve the customer directly in the chat interface. Alternatively, they may receive an email notification in Outlook, where they can review the request and approve it from there. This multi-channel approach ensures that the approval process is quick and adaptable to different work environments.

3. Finalizing the Customer in Business Central and Sending a Welcome Email

After the customer is approved, Business Central automatically creates the new customer record with all the information entered during the onboarding process. The system ensures that all necessary details—such as the customer’s name, address, and contact information—are correctly recorded.

The final step in the process is sending the new customer a welcome email. This email is automatically generated and sent through Outlook, welcoming the customer and providing important details, such as terms and conditions, access to customer portals, and payment terms. This step not only enhances customer engagement but also ensures that new customers receive all relevant information without manual intervention.

Benefits of Automating the Customer Approval Process

• Increased Efficiency: By automating the customer approval process through Dynamics 365 Business Central and integrating with other Microsoft tools, businesses reduce the time spent on manual data entry and approvals. This allows team members to focus on higher-value tasks.
• Multi-Platform Flexibility: Approvals can be handled across multiple platforms, including Microsoft Teams and Outlook, giving managers and administrators the flexibility to work from their preferred communication channels.
• Error Reduction: Automation reduces the likelihood of errors that may occur with manual data entry, ensuring accurate customer records are created in Business Central.
• Enhanced Customer Engagement: The automated process ensures that new customers receive timely and personalized welcome emails, enhancing their experience with the company from the start.

Dynamics 365 Business Central helps businesses streamline the customer approval process by automating key steps, improving productivity, and reducing the time needed to onboard new customers. This integrated approach to approvals and customer communication provides a seamless experience for both employees and clients.