Cemantica

Customer journey mapping platform for Microsoft Dynamics 365 Customer Engagement

Customer journey mapping tracks how your clients engage with you. Understanding how they interact with you has a crucial importance on your business and leads to better customer experience and more profitability. Traditionally, customer journey maps are created during workshops with sticky notes; but what happens to this information afterwards? How does it inform your customer contact and marketing strategies? How is it kept updated?

Cemantica makes customer journey mapping more accessible by allowing users to create and customize journey maps and manage your CX program directly in Microsoft Dynamics 365 Customer Engagement.
Cemantica offers you the unique capacity to integrate your VoC data set (NPS surveys, customer data in the CRM, satisfaction surveys etc.), visualize and compare your personas with real customer sentiment and satisfaction at every touchpoint, stage and across all journeys.

Listen to your business beat with Cemantica

Cemantica lets you build, monitor and update your customer journey, track emotion levels and detect opportunities to deliver exceptional experiences right where needed.

CREATE JOURNEY MAPS

MANAGE CX PROGRAM

CONNECT VOC DATA SET

BENEFITS – Cemantica

Better understand your customers

On-the-go data collection with Power BI dashboards for accurate decision-making, enabling businesses to better understand and forecast their customers’ needs and expectations.

MAKE DATA-DRIVEN DECISIONS

Transform customer interaction data into journey descriptions, emotions of the persona and the contact in different touchpoints to optimize and inform marketing activities.

TAILORED CUSTOMER EXPERIENCE

Cemantica lets you create, monitor and update your customers’ journeys, track emotion levels and detect opportunities to deliver exceptional experience right where needed.

MANAGE CLIENT RELATIONSHIPS BETTER AND DEEPER

Provide informed and on-point decisions by connecting personas to real customers based on recorded interactions in your CRM or any kind of VoC data sets (satisfaction surveys, NPS feedback, studies, etc.).

STAY UPDATED WITH LEADING TECHNOLOGY

Natively integrated with Microsoft Dynamics 365 Customer Engagement and ready to use in the Marketing and Application menu.

FEATURES – Cemantica

CEMantica Installer

For easy out-of-the-box installation to boost user adoption and achieve quicker ROI

INTUITIVE USER INTERFACE

Access your multiple persona journey maps and identify every communication stage with an intuitive UI

CENTRALIZED DATA

Automatically transfer data between Cemantica and CRM and easily share/export on-going projects

MULTIPLE USERS

Viewers, contributors, owners and admins can view the journey map details. Each user has their own privileges and roles assigned by your Admin to take part in customer experience projects

IDENTIFY ACTIONS

For each customer interaction stage, a detailed description of customer’s actions, feelings and touchpoints are allocated and accessed within your CRM

SIMPLE VISUALIZATION

As a visualization of the customer experience interactions, the sentiment map summarizes the sentiment levels of the current persona, the average sentiment level of all related personas to the journey map and the target that was set for each stage

OBTAIN INSIGHTS

The Insights section is managed on the Stage level and records the conclusions that are drawn from the interactions of the different personas associated to the customer journey map

REAL-TIME ANALYTICS

Customer Experience Dashboards in your CRM gather all the customer interactions and available touchpoints obtained, guiding you through the necessary changes and updates in your customer experience

What’s inside…

Cemantica dashboard for personas, sentiment and customer journey stages

Cemantica CX program workflow in Dynamics 365

Cemantica customer journey map

Customer interactions view in Cemantica

Sentiment map in Cemantica mapped across customer journey stage

Personas dashboard in Cemantica

Personas in Cemantica

How prepared are you for a CX strategy?

Take 5 minutes to understand your readiness in implementing your Customer Experience strategy. By answering these questions you will see what competencies your organization needs to address, at the end you receive a score; so that you can see what efforts need to take place to get your business where it needs to be, to support your customer-centric journey.

Take the CEMantica CX Maturity Assessment now

Why choose Prodware?

As a Microsoft partner, with hundreds of CRM clients, Prodware’s global experience means that we can match our Microsoft Dynamics and customer experience expertise with innovative technology such as Cemantica to modernize how you connect with your customers.
We are an international company present in 13 countries across the EMEA region allowing our customers to benefit from a local service supported by a global infrastructure.

Explore our solutions

Microsoft Dynamics 365 Marketing

Microsoft Dynamics 365 Customer Voice

Microsoft Dynamics 365 Customer Insights

Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Sales

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Listen to your business beat with Cemantica