10 Ways to Make the Most of SMS in Dynamics 365

Using TxtSync’s SMS integration into Microsoft Dynamics 365 it is now possible to add the benefits of text messaging to your customer communication mix. SMS, at 98%, boasts the highest open rate of any communication channel, making it a dependable way to deliver business notifications.

On the recipient’s side, 75% of people prefer notifications to be delivered by SMS over any other form of communication.  Seems like the perfect match that no business should ignore lightly. Let’s have a look ways where you can add SMS to your businesses everyday activity

Text Message Notifications and Acknowledgements

This one is obvious and the possibilities are endless. SMS is very good for delivering concise and relevant notifications. An SMS notification will deliver instant confirmation to customers. This act will put the customer’s mind at ease, and increase their confidence in your business.

Microsoft Dynamics offers many trigger points where your SMS notifications can be automated through rather the built-in workflow engine or Microsoft Flow.

Manual Conversations

Your contacts may not always be in a position where they can answer the phone, or have access to email. However, if you require quick answers, SMS is the perfect channel to try and get ahold of your contacts.

It is likely that a contact will have their mobile phone to hand, and that they will discretely check your message and reply back. This can lead to you saving time by not having to wait around for the answered you need.

Conversation Initiator

Bulk SMS can be a fantastic way to start a conversation. This can be useful if you only wish to spend time on leads that are willing to engage with you. For example, your bulk SMS can be used to question whether your leads are interested in your services. You can then allocate resources to those who reply back stating their interest.

SMS Marketing

For those that have opted into your marketing messages, you can use bulk SMS to target them with relevant offers and promotions. By personalising your message and including a call to action such as a web link or an image you can grab your customer’s attention and increase sales.

SMS Appointment Reminders

For those businesses where appointments are revenue gained, you should be looking to reduce no shows by sending out SMS appointment reminders. Even if the reminder triggers a cancellation request you can still use the time available to find a replacement client to fill the appointment slot. In general SMS appointment reminders are a great way to make sure people turn up!

Building Hype

SMS is a great tool to use in the run-up to an event. It can be used to drip feed messages that can build up hype around the event and get people talking. If you have a list of people attending your event you can use bulk messaging to send them all personalised messages in one go.


SMS can be used to gather feedback. You can use it to gather opinions before running an event in order to make sure you are catering for everyone’s needs.  You can also use it after an event to gain insight into what worked and what didn’t so that improvements can be made to future events.

Follow Ups

Similar to reminders, follow-ups can be used after an event or appointment to send the customer additional information to keep your services in their minds. For example, why not advertise another service you offer or remind the customer when they should book the next appointment with you.

Inbound SMS Campaigns

You can use inbound SMS as a form of initiating an action. For example, you could have a dedicated number for support. If someone texts into the number a support case can be created and the customer contacted. Another example would be to text a keyword followed by a message, this typically would occur on a shortcode.

Internal Communications

A handy thing to remember that SMS doesn’t just have to be for your customers. It can be used for internal communications to your staff members. This is particularly useful if you have on-site field engineers you need to contact but don’t want them answering phone calls while onsite in front of customers.

Slide Show