TrueDialog
A True Microsoft Dynamics Texting Solution Partner

Business communication has undergone drastic changes, with text messaging emerging as a primary ways for brands to stay connected with their customers. Efficiently tapping into texting allows businesses to meet people where they’re spending the most time, providing an opportunity to better engage with them.

“Integrating texting technology into the CRM system is a promising approach for businesses to enhance customer interactions, synchronizing multiple touchpoints to customer records and gaining greater control over omnichannel communications,” says John Wright, CEO of TrueDialog.

A private, special focus university that chalks up its success to effective communication and student engagement, Logan University understands the need for adopting a texting technology into their business ecosystem. Logan had a cloud communication platform, Twilio, integrated into its Microsoft Dynamics for enhanced operational efficiency and improved engagement. While it allowed Logan to seamlessly interact with students, the platform brought various inefficiencies into the workflow, resulting in an increased workload and higher costs. For example, Twilio allowed only the administrator to log in. Staff members had no access—even to reports— until full admin privileges were manually assigned to them. The lack of knowledge about functionalities presented sensitive data leak risks.

Logan University needed to mitigate these challenges with a flexible and efficient texting solution that had native integration into Dynamics. The search for an alternative ended at TrueDialog, a renowned leader in the texting solutions industry that specializes in delivering a user-friendly, intuitive, and easy-to-integrate platform designed for enterprise businesses and universities.

“We offer a native texting app that allows users to message directly from Microsoft Dynamics 365,” says Wright. “Our cloud-based software and API facilitate mass texting, student alerts, employee interactions, and multi-user, team-based customer support at scale.”

Integrating TrueDialog’s SMS text messaging platform into its CRM was a game-changer for Logan University. Native texting capabilities enabled the client’s admissions coordinators to seamlessly connect with students, informing them about admission processes and housing options. TrueDialog’s texting platform was also instrumental in helping registrars and academic success coaches connect with students, addressing their registration and orientation-related queries.

All of this allowed Logan University to deliver the best experience for students, enabling them to immerse themselves in school programs through effective communication. Today, Logan has a streamlined way to reach out and stay connected with students and guide them throughout the student journey.

Everyone remains on track with continuous updates about events and happenings on campus. With TrueDialog’s texting platform, Logan University was able to save a minimum of 20 percent in messaging costs.

The highly responsive and collaborative approach, together with the platform’s user-friendliness, was at work here, allowing Logan University to reform their communication capabilities and student experience.

Delivering Complete Visibility

Logan University’s success marks yet another entry in TrueDialog’s annals of excellence. Its native texting app, available on Microsoft Dynamics, has helped many enterprise businesses and higher education clients solve their communication and customer engagement challenges.

TrueDialog’s native integration allows users to send personalized two-way and bulk messages through their Microsoft Dynamics system without switching to a texting tool. The solution allows mass SMS marketing using short codes and offers an outstanding customer support tool that leverages long codes, all by using a proprietary TrueDialog feature. Clients can seamlessly toggle between short code and long code texting in the same thread. In addition to sending texts from a contacts page, the platform allows for creating and mailing a marketing list directly from the Dynamics system. Both incoming and outgoing records are posted and stored in the CRM’s repository, making it easy for users to log into a contact page and select a conversation for review.

"Our Cloud-Based Software and API Facilitate Mass Texting, Student Alerts, Employee Interactions, and Multi-User, Team-Based Customer Support at Scale"

A robust notification system is also a hallmark of TrueDialog’s native texting platform. It notifies users of every incoming message on the Dynamics mobile app, which improves their response time and customer engagement. The built-in messaging templates allow clients to quickly respond to common queries related to business hours and locations, saving time spent drafting messages from scratch. Available for one-to-one and bulk messaging, these templates allow businesses to quickly edit and send customized messages without having to recreate the content each time a sales or marketing notification is received.

TrueDialog was recently approved as a connector in the Microsoft Power App platform. This allows users to easily plug the TrueDialog API into other software tools, including third-party and homegrown applications that use Microsoft Power App, and text natively from connected applications without opening another window.

Fostering Collaboration and Increasing Outreach

The TrueDialog platform can be integrated with Customer Journeys, a key feature in Dynamics 365 Marketing, to further drive performance and convenience. Businesses can easily connect with their customers and foster internal collaboration between teams. The integration syncs mass texting within Dynamics 365 and Customer Journeys, helping clients keep track of all SMS communications in chronological order.

Whether it’s a marketer sending bulk messages about a new promotion or a sales representative focusing on retention efforts, the platform gives users access to all communications captured within a single contact record along with opt-in or opt-out status, resulting in improved collaboration.

Integrating Texting Technology into the CRM System is a Promising Approach for Businesses to Enhance Customer Interactions, Synchronizing Multiple Touchpoints to Customer Records and Gaining Greater Control over Omnichannel Communications

This integration allows clients to create different campaigns in a drag-and-drop fashion to effectively manage buyer or customer journeys. It enables organizations to set up triggers for any consumer interaction in real-time. For example, whenever a customer clicks on a product online, a text message is sent in real-time. This encourages them to take action, increasing sales probability. Businesses can also schedule daily, weekly, and monthly contact points with different consumer groups along with their purchase journey. In essence, all of this customization, along with the native functions within Customer Journeys, enables marketers to create multi-touch campaigns.

Ensuring Quality Support

TrueDialog has been innovating and delivering for its customers for over a decade. A team of veteran messaging experts is behind its success. Each of these professionals is focused on delivering the best experience throughout the client journey by anchoring to its tailored approach. Based in U.S., the team is familiar with U.S. carrier compliance standards, like 10DLC registration. With a 10DLC registration, TrueDialog is able to perform short code provisioning faster, cheaper, and better than other market players.

The team’s commitment to serving as the most trusted partner for clients has resulted in TrueDialog’s continuous innovation efforts, enhancing the capabilities of its true native texting app. While it has proven to be a value-added alternative that reduces the friction, costs, and deliverability issues pertaining to other communication platforms, the team is expanding it to the Microsoft ecosystem and currently building Microsoft Teams integration.

“Our application runs inside the Microsoft cloud platform, and we aim to build it into the entire Microsoft ecosystem. We are not just a one-trick pony inside of Dynamic CRM. We will continue to expand our tool sets by offering the integration through Dynamics mobile app, Customer Journeys, and Power App,” says Wright.