Uniting Sales and Marketing – Integrating MS Bookings into Customer Insights Journeys

Dynamics 365 Customer Insights – Journeys & Data

Johannes Fleischhut presents an innovative approach to integrating MS Bookings into Customer Insights Journeys to improve sales and marketing alignment.
A non-binding lead form is initially offered on the website to capture basic data and create a lead in the CRM before prospects can book an appointment through MS Bookings.
The process involves creating a simple form in Dynamics Customer Insights and using a matching rule to prevent duplicate leads and ensure data integrity.
Microsoft Bookings is user-friendly and allows for the creation of different services with varying durations on the Bookings page.
The confirmation email is created over Dynamics Customer Insights to provide prospects with a link to the MS Bookings page for appointment booking.
A custom trigger is created in Power Automate to intervene in the customer journey based on customer interactions with the website/app.
A flow is set up to link Bookings and Customer Insights, allowing for the creation of appointments in the CRM and attaching them to the lead.
A trigger-based journey is designed to respond to form submissions, send confirmation emails, and create tasks for the sales team if appointments are not booked within a specified time frame.

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