I get a lot of questions from clients about how to track customer touchpoints in Dynamics 365 for Sales to figure out which customers they have contacted recently and which ones they haven’t.

That’s a really good question. As a salesperson, I want to make sure that I interact with my customers on a regular basis, and then contact those with whom I haven’t spoken whenever I have the time.

If you look at an account inside of Dynamics, you can actually see the activity behind any account by going to the activities tab. So that’s nice and good, but I’d actually have to go through this list of activities and find the last time I had an interaction, which can be cumbersome and tedious. I might even miss my last activity if more than one person has interacted with my account!

So, luckily, here at QuantaCRM, we’ve developed a Wall of Value add-on that actually creates a last activity field inside of the system, and keeps track of those activities that we have with our customers.

Today, I’ll be demonstrating how to use the Last Activity Date Tracker to track customer touchpoints in Dynamics 365 using a sample account. You can follow along by watching the video below:


Let’s look at an account inside of Dynamics. I’ll just go to ABC Skiing Jams, for example. We can see the activity behind an account by going to the Activities tab.

So, let’s click here on Activities. We can see, historically, what has gone on with this customer. But again, I’d have to go through this list of activities and find where the latest time I had a phone call, which would be today, or the last appointment, which would be on the fifth, or other types of interactions or activities in here.

That isn’t really quick and handy for salespeople.

The Last Activity Date Tracker makes checking recent activities very easy. What it does is it actually memorializes the last activity, whether that was a phone call, an email, a task or appointment, and puts that as a last activity date on this account.

It also tracks more granularly. I can see the last phone call, the last task, the last appointment, or the last email. So I’m easily able to see that information at the account level.

I also can see this information on Views. So, let’s take a look at My Accounts view. I’ve actually added these columns from our add-on to the Accounts view, and you can see here that I have ABC Skiing Jams with a last activity date, last phone call, and last task date listed.

This way, I can sort through my records inside of my view. I can use an Advanced Find to sort out the most recent activity dates that were older than a certain date, for example, and then target those for follow-ups.

We could also use these values for marketing purposes. So, our marketing team might want to reach out to those contacts with which we haven’t had a phone call or interaction in a year, let’s say, and then try to get them to engage in more business with us.

The Last Activity Date Tracker makes it easy to track customer touchpoints in Dynamics 365. If you’d like more information on the Last Activity Date Tracker, just contact us or click the button below.

Join me next time for more information on Dynamics 365!



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