Dynamics CRM

Microsoft Dynamics CRM (formerly Microsoft Business Solutions–CRM) is a full-featured customer relationship management solution that streamlines and automates sales, marketing, and service operations.

With Microsoft CRM, you can create a centralized repository of customer data that sits neatly alongside Microsoft Office and Microsoft Office Outlook–the applications your employees probably use every day. From Outlook, employees access Microsoft CRM sales, marketing, and customer service modules to make sales decisions, market products, solve problems, and get strategic views of the business. It’s CRM that works–because it works the way your users do, works the way your business does, and works the way technology should.

Microsoft Dynamics CRM 3.0 is available in two editions. The new Microsoft CRM 3.0 Small Business Edition is designed to operate on the Microsoft Windows Small Business Server and supports up to 75 concurrent users. It can be installed in just 10 mouse clicks and configured through an easy-to-use wizard. This edition also offers easy migration of customer information stored in Microsoft Office Outlook with Business Contact Manager.

Microsoft CRM 3.0 Professional is designed for large enterprises using multiple servers in a distributed environment. It offers flexible deployment options and is easy to adapt to the unique needs of any company. Microsoft CRM 3.0 Professional can be deployed at your business location or hosted by a third-party service provider.

About Microsoft Dynamics

Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like and with familiar Microsoft software, automating and streamlining financial, customer relationship and supply chain processes in a way that helps you drive business success.

CRM Mobile

Microsoft CRM Mobile is completely portable and designed to run on Pocket PCs and Pocket PC Phone Editions with Microsoft Windows Mobile 2003 or 2005.

Key functionality includes:

• Create, read, update, and delete information pertaining to accounts, contacts, activities, opportunities, and leads
• Search for and look up lists and forms
• Place calls (using the Pocket PC Phone Edition) against any phone number linked to any of the forms
• Activate and de-activate accounts
• Open and close opportunities
• Customize the application in line with individual needs

When connected to a corporate network, it is possible to synchronize data on the mobile device with data in Microsoft CRM. Connection can be made via a VPN, wireless LAN, or connected LAN.

Microsoft CRM Mobile runs on top of Microsoft SQL Server Mobile Edition for the client and on top of Microsoft SQL Server for the backend. Deployment packages, created using Mobile Deployment Manager, are used to install and configure Microsoft CRM Mobile on mobile devices and can also be used to configure device settings.

Low total cost of ownership- When preparing for their time out of the office, mobile sales representatives subscribe to the type of information they’ll need on their sales trips. The relevant data is then downloaded into the Pocket PC from the company’s central CRM database.

Once on the road and disconnected, the sales rep uses the application to plan activities. When connected again, the application provides easy access to information about the customers to be visited. Then, during the sales calls themselves, Microsoft CRM Mobile can be used to answer customer queries and update customer and opportunity information.

At the conclusion of meetings, follow-up activities can be detailed and scheduled. Because it is so easy to deploy, implement, and customize, Microsoft CRM Mobile has a relatively low total cost of ownership.

Customer Service

Native Microsoft Outlook experience- Manage your sales, service, and marketing relationships within a single business application. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft CRM database.

Case management- Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.

Service requests- Automatically associate incoming support inquiries with the appropriate case.

Queuing- Send cases to a waiting area–the queue–where they can easily be accessed by individuals and teams.

Routing and workflow- Route service requests automatically to the appropriate representative for resolution, escalation, or reassignment.

Searchable knowledge base- Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.

Contract management- Create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically.

E-mail management (includes auto-response e-mail)-Maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages.

Product catalog- A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.

Reports- Identify common support issues, evaluate customer needs, track service processes, and measure service performance.

**Service appointment activities *- Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar.

Services, facilities, and equipment- Model your entire service delivery offerings and resource groupings into Microsoft CRM to provide consistent service practices throughout your organization.

Service scheduling engine- Find qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.

Global service calendar- Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.

Marketing

Develop Lists More Efficiently

• List creation: Automatically create lists based on accounts, contacts, or leads. Generate new lists through individual lookups, or use Advanced Find to identify potential customers based on a wide range of user-specified criteria.
• List import: Easily import information on contacts and leads. Integrate leads from sources such as databases, text files, and Microsoft Excel.
• List maintenance: Quickly add or remove members from lists. Define dynamic lists where the membership changes in real time or static lists with fixed membership groups.

Better Manage Campaigns

• Plan campaigns: Use predefined system templates, save campaigns as templates to re-use for future campaigns, or create new campaigns from scratch. Define tasks, activities, and marketing materials for the entire campaign life cycle, create budgets, and define follow-up activities for respondents and non-respondents.
• Execute campaigns: Schedule campaign activities to be performed immediately or at specific times in the future.
• Track responses: Drive closed-loop campaign execution by tracking responses to every campaign activity.
• Monitor results: Generate detailed real-time performance reports that track key performance factors including ROI, response rates, and cost per response.

Launch Quick Campaigns

• Create a list: Use an existing list or identify high-potential prospects using Advanced Find against contacts, accounts, or leads.
• Define an activity: Choose a specific activity for a Quick Campaign, such as e-mail, phone calls, faxes, or meetings, and assign to appropriate people.
• Choose a timeline: Define start and completion dates for all Quick Campaign tasks.
• Track responses and monitor results: Get detailed Quick Campaign performance reports in real time.

Turn Leads Into Opportunities

• Improve lead handling: Easily distinguish new prospects from existing customers and promote qualified leads to new opportunities with a single click.
• Automatically route leads: Deliver the right lead to the right person based on product, territory, dollar amount, or any other workflow rules that you define. Transform information into marketing intelligence
• Identify sales trends: Introduce new products and services efficiently, and improve up-sell and cross-sell opportunities.
• Forecast future sales performance: Allocate marketing resources based on a clearer understanding of trends and opportunities.
• Build customer loyalty: Take advantage of service knowledge to proactively suggest replacements or renewals, or even to reward frequent customers.

Transform Information Into Marketing Intelligence

• Identify sales trends: Introduce new products and services efficiently, and improve up-sell and cross-sell opportunities.
• Forecast future sales performance: Allocate marketing resources based on a clearer understanding of trends and opportunities.
• Build customer loyalty: Take advantage of service knowledge to proactively suggest replacements or renewals, or even to reward frequent customers.

Sales

Native Microsoft Outlook Experience

Manage your sales, service, and marketing relationships within a single business application. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft CRM database.

Complete Customer View

View and manage customer account activity and history, including contact information, detailed notes, document attachments, communications, open quotes, pending orders, invoices, and credit limits.

Lead Routing and Management

Track information on prospective customers, then qualify and assign inquiries. Leads can be automatically routed to the correct salespeople or teams.

Opportunity Management

Easily convert qualified leads to opportunities without data re-entry and then track opportunities throughout the sales cycle.

Sales Process Management

Initiate, track, and close sales consistently and efficiently with workflow rules that automate stages in the selling process. Sales and marketing list management Import purchased sales and marketing lists to fuel your sales efforts. Measure list effectiveness and maintain marketing lists for annual sales campaigns.

Quick Campaigns and Sales Campaigns

Use wizard-driven tools to keep your customers informed and aware of your new products and services.

Opportunity Roles and Relationships

Build and maintain sales relationships enabling your sales professionals to relate to decision makers, influencers, and financial stakeholders within sales opportunities.

Product Catalog

Work with a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options.

Quote and Order Management

Create and convert quotes to orders, then track and manage orders throughout their life cycle. If a financial application is integrated, invoices for orders are published automatically into Microsoft CRM from that system.

Quotas

Use quotas to measure employee sales performance against goals. As opportunities are closed in Microsoft CRM, they are credited against the assigned quota.

Territory Management

Create territories for salespeople, enabling them to manage and evaluate territory-based sales processes with workflow rules and reports.

Reports

View, sort, and filter a wide range of reports to identify trends, measure and forecast sales activity, track sales processes, and evaluate business performance.

Sales Literature

Create, manage, and distribute a searchable library of sales and marketing materials, including brochures, white papers, and competitor information.

Competitor Tracking

Maintain detailed information on competitors in a library and associate that information with opportunities and sales literature. Track competitor activity by product, region, or other criteria.

Workflow

Automate leads routing, notifications, and escalations. Workflow rules also make it easy to generate and send auto-response e-mail to customer requests.

Correspondence and mail merge Use customizable templates to create and send e-mail to targeted prospects and customers. Print communication materials can be created and sent using Microsoft Word Mail Merge.