EY transforms global sales operation by equipping workforce with Microsoft client management tools and AI capabilities

The EY organization announces a significant milestone in the launch of Microsoft Dynamics 365 Sales for EY people across the globe, paving the way for how global professional services organizations establish more unified, customer-focused sales operations. The deployment, now live in US, Canada, Singapore and South Africa, provides EY teams with the latest customer relationship management (CRM) tools and AI capabilities to drive sales excellence and business transformation for internal operations and clients.

This implementation is live with 25,000 users and is expected to reach at least 100,000 EY professionals across 700 offices and 150 countries by January 2025, making the EY organization one of Microsoft’s largest customers worldwide.

The move from its legacy CRM system to a dedicated digital sales foundation addresses the demand for a unified approach to client relationships, including deeper understandings into industry issues, and the ability to provide targeted and meaningful insights quickly.

The connected CRM strategy includes deep account insights, finance data and marketing activity from various apps together in one place to help create a more seamless working experience. Dynamics 365 Sales is providing client teams access to integrated tools like SAP and Adobe that nurture sales relationships, provide greater visibility and efficiencies across workflows – even on the go, anywhere in the world.

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The solution is available on mobile, in Microsoft Teams or however teams prefer to work, with standardized sales processes and unified views across accounts. Within the first three months, there was a double-digit increase in higher-ranking employees interacting with EY CRM processes, with users reporting that they’re entering new opportunities five times faster.

Charles Lamanna, Corporate Vice President, Business Applications & Platforms at Microsoft says:

“The EY organization’s implementation of Dynamics 365 Sales demonstrates how a unified CRM strategy, coupled with Copilot, can increase customer engagement and operational efficiency. We are proud that Dynamics 365 Sales is the foundation for global sales transformation and that our Microsoft CRM and Copilot capabilities are delivering business value worldwide.”

Dynamics 365 Sales embeds AI and Microsoft Copilot. EY teams will have access to AI-based recommendations for client communications, including topics utilizing historical interactions and industry insights and trends. This capability will accommodate analysis of seller behavior to recommend new ways of working and offer sentiment analysis of communications to improve the way clients are served.

SOURCE: PRNewswire