Microsoft Dynamics CRM

Why Leading Companies Worldwide Use Microsoft Dynamics CRM

Today businesses are asked to do more with less. When it comes to enterprise software, Microsoft Dynamics CRM delivers exceptional value because it is:

• Flexible, with the Power of Choice in deployment, purchase, and use.
• Familiar, with an intuitive user interface, so your users can be immediately productive.
• Designed to fit your business, delivering ease of customisation and integration.

Unmatched Value
The combination of top-rated functionality, high user adoption rates, the flexibility to adapt to your business needs, and an affordable price makes Microsoft Dynamics CRM an excellent choice.

World Class Customers
Microsoft Dynamics CRM is designed to meet the needs of companies of all sizes—from small businesses to large enterprises. Today, Microsoft Dynamics CRM is used by more than 750,000 people, including some of the world's largest organisations, in financial services, professional services, manufacturing, and the public sector.

Top-Flight Functionality

Sales Force Automation

Get your sales teams quickly up to speed with the advanced but easy-to-use features of Microsoft Dynamics CRM. Take advantage of a highly intuitive interface and embedded Microsoft Office capabilities to boost productivity, streamline sales cycles, and gain insights to drive more sales.

Improve sales planning & management

• Set up territories and teams for optimal organisational efficiency.
• Create price lists, discounts, and unit groups to streamline offer management.
• Post sales best practices and tips in the Resource Center.
• Use strong role- and group-based permissions for easy information distribution.

Automate your lead system

• Capture and track all lead details in one system.
• Automatically associate e-mail messages with relevant leads/opportunities.
• Assign leads and tasks automatically.
• Simplify lead qualification, scoring, and conversion.
• Easily segment data to generate leads from your customer base.

Manage opportunities effectively

• Close deals faster by centrally tracking key data and attributes for each deal.
• Create and monitor customised offers and pricing for each opportunity.
• Better track and position against competitors.
• Track actual revenue dollars by creating/tracking orders and invoices.
• Establish consistent sales processes enterprise wide.
• Use leading sales methodologies like Miller Heiman, SPI, and TAS within Microsoft Dynamics CRM.

Streamline account management

• Track all activities and interactions for each contact or account.
• Identify influencers, constituents, allies, and roadblocks for each account.
• Quickly identify cross-sell and up-sell opportunities.
• Track contract renewal dates and details.
• Define the parent-child relationships that depict complex organisations.

Boost sales productivity

• Use Microsoft Dynamics CRM within Microsoft Office Outlook.
• Eliminate redundant e-mail tracking.
• Improve communication and team collaboration through seamless integration with Microsoft Office products.
• Promote Office Outlook contacts to Microsoft Dynamics CRM with a few mouse clicks.
• Easily identify key data points through advanced search.
• Reduce wasted cycles with robust data-cleansing features.

Enhance pipeline management

• Easily track the sales pipeline for improved financial planning.
• Increase accuracy of revenue projections with individual or roll-up forecasting.
• Track revenue goals by dates, fiscal periods, or other predefined criteria.
• Identify key trends for deals won/lost and optimize the sales process.

Simplify workflow processes

• Improve productivity with personal, team, or organisational workflows.
• Automatically create or assign tasks and activities when rules are triggered.
• Automate simple or multilevel approvals.
• Automate scoring and distribution of leads.
• Set alerts for key events to take proactive measures.
• Define and enforce consistent sales processes enterprise wide.

Gain visibility and improve decision making

• View key performance indicators in real time with intuitive dashboards.
• Use built-in sales reports to conduct detailed analyses without IT assistance.
• Use robust data cubes for insightful trending analysis.
• Employ predictive analytics to identify key selling scenarios.
• Take advantage of the intuitive Report Wizard to instantly create ad-hoc reports.

Improve Customer Service
Transform your customer service into a strategic asset with Microsoft Dynamics CRM. With a 360-degree view of the customer, your support staff can resolve issues quickly and reduce handling times. By automating processes, you can also reduce costs and help to ensure consistent service is delivered across all touch points.

Improve account handling

• Boost agent productivity with the intuitive user interface.
• Improve first-call resolution with access to customer histories.
• Automatically identify and delete duplicate records.
• Simplify adding, changing, and managing contact information.
• Model one-to-many, many-to-one, and complex relationships to provide great service.
• Gain actionable insights.

Simplify contract management

• Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings.
• Gain insights to help sell more support contracts.
• Create a contract repository to streamline case management.
• Give agents a view of the current status and service eligibility for each customer.

Tap into proven expertise

• Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository.
• Share staff expertise and easily publish, store, and access the Knowledge Base information.

Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response.

Streamline scheduling

• Define services with related resources and work schedules to increase precision.
• Save time with easy, visual scheduling.
• Get a centralised view of service workers’ calendars and resources to optimize scheduling.
• Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.

Automate workflows

• Create personal, workgroup, departmental, or federated workflows with a handy wizard that reduces reliance on IT.
• Automatically assign activities to specific staff and use rules-based escalation to redirect cases to the right agent.
• Provide consistent handling across geographic locations with support for multiple languages and currencies.

Enhance service with insight

• Closely monitor customer service and support processes with dashboards and scorecards.
• Identify and address issues and refine key performance indicators (KPIs).
• Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers.
• Use built-in reports or create custom reports with a Report Wizard.

Marketing
Get a CRM solution that is flexible, easy to use, and engineered to fit your business. Transform every touch point into a marketing opportunity and harness the undiscovered potential within your customer base. With Microsoft Dynamics CRM, you can market more effectively, improve productivity, and gain actionable insight.
Manage your data effectively      

• Effortlessly import data from other sources into Microsoft Dynamics CRM.
• Use pre defined data-mapping rules or create new ones on the fly.
• Confirm data import status with automatic e-mail notification.
• Intelligently cleanse your data to eliminate duplications and decrease your cost per engagement (CPE).

Pinpoint your marketing efforts

• Use natural language queries to instantly segment customers or prospects.
• Create highly targeted lists and associate them with campaigns.
• Set up personal or public data views for reuse.
• Easily share target lists with colleagues or vendors.
• Export lists into multiple formats for bulk e-mail or direct-mail communications.

Streamline campaign planning

• Plan and track activities, tasks, budgets, and details for each marketing activity.
• Tailor messages and offers to highly targeted lists.
• Save time and money with reusable campaign templates.
• Set up product catalogs, price lists, and discounts for optimal offers.

Use predefined workflows to streamline approvals.

Manage events efficiently

• Track and manage all event and customer details on one central platform.
• Holistically manage event planning and execution from beginning to end.
• Track details related to venues, rooms, event sessions, speakers, and sponsors.
• Track key metrics and measure the return on investment to optimise future events.

Improve response management

• Capture and store responses and leads in one place for easy tracking.
• Score responses using predefined algorithms.
• Instantly assign leads with full interaction history to the right sales person.
• Track responses across communications channels, linking them to campaigns and lead sources.
• Convert responses to leads and opportunities with a few mouse clicks.