When you do sales with your customers (B2C or B2B), most likely a bank account is required. If the customer wants to pay by direct debit, a mandate needs to be registrated. Currently this is only out-of-the-box supported in Finance and Operations (back office) but a service agent (front office) in Dyamics 365 should be able to create a new bank account/mandate, change the customer payment details and bank account when a customer calls to the support organization.
Idea would be to implement something similar in Dynamics 365 Customer Service or Sales like it's implemented in Finance and Operations (in this way, integration between Dynamics 365 and Finance and Operations would be easier making use of Dual-Write/Virtual Entities).
Comments
I would like to add to Mark's observation that nearly 85% percent of our customers choose to pay their invoices via direct debit. As a result of move-ins by customers on the connections we service, we process at least 50.000 new mandates in our frontoffice on a yearly basis.
This is why it would make a lot of sense having this idea implemented in standard D365 Customer Service.
Yorick Desmense
Product Owner MECOMS 365 at Brabant Water
Category: Unified Interface
CS-FinOps-integration is key to our new customer strategy in which one stop shopping is essential in our new optimal customer journey.. Customer Care agents should be able to store bank accounts and mandates for customers while having them on the phone or in a chat conversation and having their customer information on their CS-screen.
Brabant Water services 1,2 Million water customers in the south of the Netherlands.
Yours,
Mark van Rosmalen
Programme Manager new customer strategy
Category: Unified Interface