Real-time Marketing in Microsoft Dynamics 365 For Marketing 

Real-time Marketing in Microsoft Dynamics 365 For Marketing 

Written by Alison Lurie, In Marketing, Published On
October 14, 2022

Microsoft Dynamics 365 is constantly evolving against the changing trends of the digital landscape. Recently, it launched new features that amplified the pace of product development. With natural language input and AI assistance, businesses can now develop trigger-based journeys for customers that can reach them across various touchpoints, fostering relationships with prospects through sales and support.

One of these latest Microsoft Dynamics 365 features is real-time marketing. To start with, real-time marketing is all about sending the right message to the right customer at the right time. It’s much more personalized and benefits your organization exceptionally.

Here is a comprehensive review of new features in real-time marketing, like trigger journeys based on data changes in any Microsoft Dynamics 365 app to engage customers without writing any code.

Let’s start with a basic introduction to real-time marketing

Real-time Marketing Overview

Real-time marketing is all about personalized customer engagement to drive exceptional campaign results. This module is quite advanced compared to the previous Microsoft generic messaging update.

Real-time marketing in Dynamics 365 might look somewhat like direct engagement with prospects through social media posts, addressing customer queries in real-time chat sessions, or using feedback from an email sequence.

There are special built-in features to help you segment your audience and manage their consent around your communication by content gathered (email, push notifications, text messages). Additionally, the real-time marketing assets library, templates, and tutorials for how to get started

Here are cases where you can leverage real-time marketing in Microsoft Dynamics for 365 Marketing to offer an exemplary customer experience.

B2C Sales & Marketing

Real-time marketing in Microsoft dynamics 365 helps with customer engagement for business sales and marketing. You can touch base with customers causing high cart abandonment and website bounce rate. As a counteraction, you can offer a coupon and invite them to finish their purchase with Microsoft Dynamics 365 features.

Moreover, you can also stay connected with the customer right from the start when they visit the website. If the website visitor is a loyal customer, the system will automatically push an app notification to them, offering either a list of recommendations tailored to that customer or an in-store-exclusive coupon. However, in case of new or irregular customers, the system will use the best communication channel to offer them rewards for signing up.

Customer Service

Whenever you close a customer case, send emails related to case details and its resolution, who solved the case, the next steps, and a survey link to the customer. In case of any order problems or customer case submissions, Microsoft Dynamics 365 for Marketing recognizes case activity. It refrains from emailing sales/marketing emails to customers until the issue is resolved.

Volunteer Management

Nonprofits can also leverage Microsoft Dynamics 365 for Marketing capabilities.

For example, if an organization has 100 volunteers scattered around the globe to assist with disaster recovery. Before leveraging customer journey orchestration, the team has a nine-stage process where its staff manually approved and scheduled the volunteers that signed up for an event, purchases their flights, sent confirmation emails, etc. Each event required staff to create nine unique customer journeys due to the specific URLs, dates, and contact points involved. With more than 100 annual events, the volunteering team spends a lot of time and effort in this area.

With the introduction of customer journey orchestration of Microsoft Dynamics 365 Marketing features, the volunteering team can create one customer journey for each stage of the volunteer process and then start reusing them across each event. This can drastically reduce administration costs, decrease segment numbers to 35%-40% and save a total of eight work hours a week.


Looking from a 360 view, implementation of Microsoft Dynamics 365 for Marketing costs relatively less as compared to the benefits that it provides. Additionally, customer journeys are very scalable, and you can further expand them according to future requirements and constraints.

The influence of real-time marketing on a company’s reputation and client relationship can be huge and direct since you get in front of your audience at the right time.

Related articles
Join the discussion!