Everyone likes to feel welcome. And Microsoft will welcome you as a new Dynamics customer.
When an order is placed to purchase Microsoft Dynamics GP we will add one name and email as the primary contact for your account. You are now a CAL Business Solutions customer, but you are also a Microsoft customer.
So as a customer, you can expect the following communications from Microsoft in the form of emails and phone calls:
Welcome Call – Within 14 days of purchase
The primary contact for your company will get a call from Microsoft to explain the value of your Service Plan or Software Assurance benefits and provide you with a link to access benefits through CustomerSource. Plus you will be asked if you want to add additional contacts to your account.
Welcome Email – 7 days after purchase date, follow up 21 days
The primary contact for your company will receive an email from Microsoft outlining the information in the Welcome Call.
CustomerSource User Welcome Email – 7 days after user is added, follow up 21 days
When new contacts/users are added to your account (either on their own, by CustomerSource admin or by partner) they will receive an email explaining the value of your solution and your Service Plan or Software Assurance benefits and provide you with a link to access CustomerSource.
Service Plan Benefits Emails
- E-Learning: 5 days after first CustomerSource login
- Community: 30 days after first CustomerSource login
- Self-Support (Knowledgebase): 45 days after first CustomerSource login
- User Groups: 60
Emails will be sent by Microsoft to each user in your account. Each email will explain a specific benefit of the Service plan and of being a Microsoft Dynamics customer including: unlimited access to training and self-support resources such as the Knowledgebase on CustomerSource and using the Microsoft Dynamics Community.
Satisfaction Survey to Customers – 6 months after purchase
The primary contact at your company will be sent a survey to ask about your customer satisfaction with your new Microsoft Dynamics solution and your partner.
Renewal Notification Emails to Customers – 120, 90, 60, 15 days before service plan expiration date
The primary contact at your company will receive an email to remind you to renew your service plan so they continue to have access to their benefits. Your partner, CAL Business Solutions may also send these reminders instead.
Renewal Confirmation Email – 14 days after renewal
The primary contact at your company will receive an email confirmation of their service plan renewal and a reminder of how to access service plan benefits on CustomerSource.
Lapsed Email – 5, 21, 60, 90, 180 days after service plan expiry date
The primary contact at your company will receive an email to remind you that your benefits have lapsed and promotes the value of re-enrolling.
Lapsed Calls – 5, 180 days after service plan expiry date
The primary contact at your company will receive a phone call from Microsoft to remind you that your benefits have lapsed and promote the value of re-enrolling. The Microsoft representative will attempt to re-enroll you on a service plan.
What can you do?
- Update your primary contact.
You want to be sure the right person receives this communication. Note: only the existing primary contact, or your official “Partner of Record”, can make this change. Read: How To Change the Administrator For Your CustomerSource Account
- Add additional users to your account.
To add new users to your account follow these instructions at How to Give New Dynamics GP Users Access to CustomerSource. For more help setting up users in CustomerSource, please contact us (if you are a CAL client) for assistance.
- Opt Out of these Microsoft communications if you would prefer not to receive them.
Sign in to CustomerSource and go to My Account > My Profile. On that page, go to the Email Preferences section and click Edit. You can then change your email preferences and then click Save to update your Email Preferences. For more information, you can also view the Account Management section in the Learn how to use CustomerSource demo.
Read: Take a Video Tour of Dynamics CustomerSource Features & Benefits
Of course, you will get the best communication from your own Partner, CAL Business Solutions. Make sure you let us know if you have new users at your company so we can contact the right person – email firstname.lastname@example.org with any updates.
And sign up for our email newsletter and blog at www.calszone.com/tips to stay current on the latest news, promotions, events and more.
Some of our clients tell us we contact them too often, and some say it is not enough. So let us know what is right for you.
By Anya Ciecierski, CAL Business Solutions, www.calszone.com