Dear Diary, Why Don’t My Customers Want to Talk to Me?

In today’s tech driven world, human interaction is dwindling more and more. You see it everywhere! People sitting at dinner, staring at their phones; kids walking with headphones on while they look at the ground; professionals sitting in coffee shops with their phone, tablet, and laptop all at their fingertips. One thing is becoming very clear, we want to be empowered by technology and not have to rely on human interaction to get our information.

Think about it… your doctor’s office probably has a patient portal where you can log in, view your chart, send messages to your doctor, etc. You probably have some kind of online banking/bill pay set up as well. Even restaurants have online ordering so you can swing by and pick up your order without so much as a smile to the waitress. There has been a huge shift in how humans interact with each other, especially when it comes to customer service.
If you run a business you may have noticed, in recent years, that your customers don’t really want to talk to you. It’s not that they dislike you, they just want to be self-sufficient. This is why customer portals have become the latest trend in Customer Relationship Management. Customers want to log in, find the information they are looking for, and log out. Whether it’s viewing an invoice, entering a support ticket, or checking on the status of an order, customers need to be empowered to do this. If you are not providing this to customers, you can bet that your competitors are.
More and more of our customers have come to us asking how they can get a portal set-up, and how it can work with their existing business solutions. The answer is simple: Dynamics CRM. CRM is already a user-friendly, powerful customer management and sales tool. Leveraging a portal that connects to it and integrating to your financial system would take your business to the next level of efficiency. Utilizing a portal on top of CRM will eliminate manual entry and streamline the customer experience. This makes for happy employees and happy customers, a win all around.
There are two options for portal for Dynamics CRM:
  1. Third-Party Tools – There are several third-party portals that work with Dynamics CRM out there. Do your research and talk to your CRM partner to figure out which one would suit your needs the best.
  2. Dynamics Portal – A portal will actually be included in the new 2016 release of CRM Online. Microsoft has been adding functionality to CRM like crazy. The new release is fully loaded and they have picked up on the need for customer-facing portals.


Portals are such a hot topic in the CRM world, we have decided to include a lot about them at KTL’s Empower the User Conference this May! Check our Senior CRM Consultant Scott Florance’s “Empowering the Customer’s Journey in CRM” session to learn more about how you can satisfy and retain your customers!


MARY CHARUHAS | Business Development/ Internal Sales

Mary Charuhas has been with KTL since 2013, starting as a sales intern in the summer of 2013 and moving to Business Development and Internal Sales in the spring of 2014. She is currently pursuing her Associates Degree in Business Management from Frederick Community College and hopes to continue her education at the University of Maryland next spring. Mary also possesses several Microsoft Dynamics and Acumatica Cloud ERP Sales certifications. Mary assists the sales team in finding new and exciting opportunities. She also manages KTL’s existing customers through providing them with ongoing knowledge of the products, assisting them with upgrades and continuing projects, keeping them informed about updates/new releases, events, and training opportunities. Her charisma and passion for providing excellent customer service make her a valuable asset to KTL’s sales department.

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