Microsoft Dynamics CRM

An Overview

Microsoft's CRM solution combines affordability with extensive out-of-the-box capability spanning sales, marketing and service functions and is also easily customisable to create individualised scenarios, workflows and reports. A familiar and consistent user experience based on deep integration with Microsoft Office and Microsoft Outlook messaging and collaboration functionality ensures quick adoption and rapid ROI.

The world of business today is highly complex and the demand for quick answers and solutions means that it is paramount for an organisation to be always one step ahead of the competition. Microsoft Dynamics CRM 4.0 offers the scope and functionality to make this possible, by letting you:

• gather customer or stakeholder data swiftly
• identify most valuable customers and collaborators over time
• increase customer loyalty by providing customised solutions (whether product or service-based)
• reduce the cost of serving these customers/stakeholders
• implement strategies more easily to target and acquire customers with a profile similar to your most profitable ones.

Microsoft Dynamics CRM provides a fast, flexible, easy and affordable way of adding CRM capability to your organisation.

Features

• Affordable and flexible
  New licensing with CRM 4.0, extending deployment options
• Intuitive
  System designed to work the way your business does, incorporating best practice models
• Easy customisation
  Settings for forms, data fields and relationships can be easily changed and workflows easily configured by users themselves without IT intervention (reducing cost of deployment)
• Interlinked with Microsoft Office
  CRM is accessed through an Outlook interface and seamlessly interwoven with Word, Excel, etc; therefore no need to click in and out of various applications
• Third party system integrations
  Smooth integration and better programmability utilising Web Services
• Remote operation
  CRM Laptop Client with synchronisation upon re-connection to Server, CRM Web browser access, and CRM Mobile for field sales and out of office managers (roles-based, scaled down version of CRM)
• 360° view of contact data
  Centralised view of contacts and organisation profiles, an architecture that minimises data re-entry
• Relationship management
  Record all types of relationships, including many to many and self-referential (see What’s New in CRM section)

More Features

• Trackable communication and measurable performance
  E-mail correspondence and campaigns are automatically tagged and tracked, helping to measure marketing and customer service performance
• Mass e-mail merge
  Faster, cheaper sales promotion and marketing campaigns facilitated by system-generated templates and wizards
• Easy data in and data out
  Quick and easy data bulk imports and export of data to Excel; improved data mapping and data enrichment tools as well as de-duplication capability with CRM 4.0
• Customer / Prospect targeting
  Lookup and Advanced Find tools to create targeted / criteria-segmented mailing lists
• Campaign management and budget accountability
  Campaigns aimed at a specific audience using filtered target lists or “marketing lists”, can be launched immediately or at a particular time
• Collaboration workflow for better sales, marketing and service management
  Scheduler and workflow model to assign and automatically schedule lead and case follow-ups.
• Seamless integration with Dynamics GP back office system
  Sales orders in CRM can feed directly through to accounts system resulting in reduced data entry
• Superior management reporting
  Easy to generate standard and custom reports using SQL Server Reporting Services – great for problem diagnostics, trouble-shooting and pinpointing avenues for growth
• Web integration
  Keep valuable customers and collaborators informed with relevant intelligence, eg order status and case resolution progress - CRM External Connector

Benefits

• Accelerated user adoption and satisfaction
  Through intuitive and familiar interface
• Reduction in IT costs
  Easy to install and configure (for the most part without writing code) and capitalising on existing Microsoft investments
• Improvements in productivity, saving time and money
  Minimum effort in keying in and utilising contact data – for example, no weaving in and out of different applications, one point data entry, standard reports, letter and e-mail templates and activity and collaboration wizards
• Scalability
  The system flexes to suit your business’s evolving needs and is sufficiently robust to enable scaling from a few users to a few thousand:   Performance Report White Paper
• Improved efficiencies
  Streamline customer-facing activities to improve customer feedback and shorten sales cycle
• Instant access to real-time data
  Helps to determine effective business strategies for customer generation, satisfaction and retention (see section Management Reporting with SQL Reporting Services)
• Maximise on profitable sales opportunities
  Whether new sales or up- or cross-selling to existing customers
• Rapid return on investment

Contact

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