Microsoft Dynamics™ CRM (Customer Relationship Management)
Microsoft Dynamics™ CRM provides businesses a powerful tool to centralize all aspects of customer interaction. Such software is a key element in any CRM business strategy designed to help increase customer satisfaction, shorten sales cycles, increase efficiencies in working with customers, and increase revenue. The Gartner Group presents a classic overview in Making Sense of CRM.
Microsoft Dynamics™ CRM is fully integrated with Microsoft Dynamics™ GP’ eBusiness, financial, and business management software. CRM also integrates smoothly with Microsoft Office and Outlook as part of a comprehensive, enterprise-wide business system.
There are two modules in Microsoft Dynamics™ CRM, Sales and Customer Service. These can be used separately, or in combination.
The Sales Module supports your sales team at every stage of the sales cycle, from leads and opportunities management to fulfillment and invoicing:
§ Complete customer view and activity management: View and manage account activity, customer history, calendar, and communications including phone, fax, and e-mail.
§ Outlook synchronization: Access full sales functionality either online and offline from Outlook.
§ Reports: Use or customize a wide range of reports to forecast sales, measure business activity, and identify trends
§ Opportunity management: Qualify leads and track opportunities separately from customers through the sales cycle.
§ Workflow rules: Use or customize automated business processes for leads routing, opportunity tracking, and pipeline management.
§ Information sharing: Centralized data storage and integration capabilities make it easy to access, update, and share consistent, current information across teams and departments.
§ Order management: Automatically update orders with product catalogues, quotes, and invoices.
§ Quotas: Measure sales against individual employee goals.
§ Direct e-mail: Customize templates and use Mail Merge from Microsoft Word to send e-mail to targeted groups.
§ Sales library: Create and maintain a searchable library of sales and marketing literature.
The Customer Service Module helps customer service representatives deliver stronger, more consistent and efficient support, with the following features:
§ Case management: Create and assign cases for customer service requests and manage those cases from creation to resolution.
§ Activity management: View and update calendar, workload, and records.
§ Routing and queuing: Use workflow rules to automatically route service requests and cases to appropriate resources for resolution or reassignment.
§ Searchable knowledgebase: Easily create and update a library of articles and FAQs.
§ Contracts: Create, update, and manage contracts.
§ E-Mail auto-response: Use customizable templates and send automated responses to customer requests.
Key Benefits of Microsoft Dynamics™ CRM
CRM is a comprehensive solution approach that provides seamless coordination between sales, customer service, marketing, field support and other customer-touching functions. CRM integrates people, processes and technology to maximize relationships with all your customers including e-customers, distribution channel members, internal customers and suppliers.
CRM Case Studies courtesy of Microsoft Business Solutions.
Automation Consultants has years of experience in CRM and can help you implement your CRM strategy.
CRM message from Automation Consultants
For an easy way to evaluate and implement CRM in your company please investigate CRM Online.
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