MICROSOFT DYNAMICS CRM SERVICES & SOLUTIONS

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2 You may be getting started and looking for a new system, have outgrown your existing software or feel your current implementation or support service could be improved. Whatever stage you are at in considering Dynamics CRM, our consultants will work with you to understand your needs and priorities, review your current processes and systems and offer solutions that will benefit your business and help you get the most out of Dynamics CRM. CONSULTANCY & ADVICE Talon s consultancy service provides advice and assistance in all aspects of Dynamics CRM. Our expertise lies not just in the software features but in making sure a solution is a good fit for your business and can map to your specific requirements. Our aim is always to take time and cost out of your business processes, improve productivity and support your development. All our consultants are highly qualified with in-depth Dynamics CRM experience and industry knowledge. They come from both technical and business backgrounds and have over ten years experience working with the software.

3 CONSULTANCY Advice and consultancy to assist you in achieving your aims and developing the software to your needs. OUR SERVICES Formed in 1990, Talon is an experienced Dynamics CRM partner offering expert assistance in all areas of Dynamics CRM. As an IT solutions company Talon has a wide skills base with expertise in infrastructure, Office 365, SharePoint, Microsoft Dynamics NAV and.net and web development. This means we can support an implementation from start to finish, integrate Dynamics CRM with other applications or work knowledgeably with your IT team and partners. IMPLEMENTATION Full end-to-end service, from requirements gathering to deployment, training and ongoing support. UPGRADES Upgrade any previous version to the current version and gain a much more user friendly application with added functionality. DEVELOPMENT Configure, customise and extend Dynamics CRM to address your specific needs, automate business processes and capture key relationships.

4 REPORT WRITING Improve decision making with our report writing and analysis services. INTEGRATION Integrate with Microsoft applications including SharePoint, Office 365 and Dynamics NAV plus other third-party solutions. TRAINING On-site or at our premises, gain the knowledge to maximise your investment in Dynamics CRM. PROJECT MANAGEMENT Using international methodologies like Microsoft s Sure Step and PRINCE2. SUPPORT Comprehensive, flexible support packages for Dynamics CRM implementations of all sizes.

5 OUTLOOK Access the full Dynamics CRM functionality and data plus extra features and functions within Outlook. SHAREPOINT Use SharePoint document management and collaboration to provide a better experience for your users and customers, all from within Dynamics CRM. OFFICE 365 COMPLEMENTARY MICROSOFT APPLICATIONS Dynamics CRM easily integrates with other business applications in the Microsoft platform. Dynamics CRM and Office 365 work seamlessly together to provide tools to save time and increase productivity: Excel, Outlook, OneNote, SharePoint, Skype, Word and Yammer. DYNAMICS NAV Synchronise important customer account, product, sales order and invoice information with Dynamics NAV ERP solution. POWER BI Extract, transform and gain insights, using the familiar Excel environment, to quickly build powerful, interactive reports from Dynamics CRM data.

6 Assistance PSA is a sophisticated project management tool designed for professional service organisations of all sizes. Fully integrated in Dynamics CRM, it allows you to plan your projects and resources, budget and forecast hours, track actual time and expenses and execute invoicing. ADD-ON SOLUTIONS Assistance PSA - Complete Project Management Having successfully implemented Assistance PSA in-house and benefited tremendously from the results, we now deliver the solution to other organisations. Dynamics CRM combined with Assistance PSA gives you a single tool that can manage both your clients and your projects. Assistance PSA can add the following functions to Dynamics CRM. Project Management Time and Expenses Invoicing Sales Forecasting Contract Management Resource Management Human Resource Management

7 SCOPE DEFINITION Clearly establish goals, timescales and budgets. HOW WE ENGAGE Talon s implementation and upgrade methodology strives to create a balance between best practices in project management with a flexible and common sense process that can be adapted to implementations of various sizes and complexities. Evolved over many years, it takes inputs from internationally recognised methods like Microsoft s Sure Step implementation methodology for Dynamics projects and PRINCE2. ANALYSIS & DESIGN Perform the detailed analysis and system design tasks. DEVELOPMENT Develop and then test software elements including new functionality. DEPLOYMENT Roll out the new infrastructure environment, deploy the new software and train users. LIVE OPERATION Use the new infrastructure and software in the live environment. Throughout the project duration a dedicated project manager is assigned to ensure informative communication with the customer and that the project remains on time and on budget.

8 MICROSOFT PARTNER A Microsoft certified partner who has worked with Dynamics CRM since IMPLEMENTATIONS Implemented all the major releases from version 1.2 to the current Dynamics CRM Implemented solutions both on-premise and online. UPGRADES Upgraded every version of Dynamics CRM from version 1.2 upwards. OUR EXPERIENCE Dynamics CRM is a highly efficient, powerful and flexible tool. To get the most from your investment requires knowledge and experience. DEVELOPMENT Ranging from highly customised relationship management, sophisticated reporting and integration to finance software and websites, to more standard configuration and customisation for use as a sales, marketing and customer service tool. INDUSTRIES Worked with a wide range of industries including distribution, leisure, professional services, property management and not-for-profit. Overtime the projects we have undertaken have gradually increased in size, ensuring that our capabilities are soundly based on experience.

9 DYNAMICS CRM PROJECT MANAGERS The project manager s role is to ensure the project is delivered on time and to budget with a smooth implementation that achieves the customer s objectives to their satisfaction. With a detailed knowledge of both Dynamics CRM and our project management methodology they will successfully drive the project from start to finish. OUR TEAM Talon has a team of highly experienced project managers, consultants and developers who have implemented, developed and supported Dynamics CRM since As the main point of contact for the customer they will ensure, through clear communication and the delivery of key project documentation, that the customer is kept fully up-to-date with the project activities and schedule. They are responsible for managing all aspects of the development and implementation of the project including status reports, issue tracking, change control, risk management and budgets.

10 DYNAMICS CRM CONSULTANTS A consultant works with our customers to gather requirements, understand business processes and suggests solutions and improvements. A key member of the implementation team they work closely with the project manager and development team and are involved in all aspects of implementing the solution through the entire project life cycle to go-live and on-going support. All our consultants are Microsoft certified specialists. All have many years experience implementing, developing and supporting CRM. Alongside in-depth technical knowledge our consultants understand the functional side of Dynamics CRM and how it can be used as a business tool as well as CRM best practices. Additionally they have skills in end-user training, SharePoint, Microsoft SQL Server, SQL Reporting Services and other third-party solutions. DYNAMICS CRM DEVELOPERS Our developers work on the technical elements of a project. Their role is to review the project requirements, decide on an overall approach and then configure, customise and develop Dynamics CRM to meet the customer s objectives. Working in collaboration with the project manager and consultants they are responsible for designing, coding and testing the solution and then ensuring it is ready for deployment. For on-premise deployments, they also work closely with our infrastructure team to make sure the right environment for development and testing are set up and maintained. With years of experience between them our developers bring to your project, not just technical ability, but creativity and design skills that lead to innovative solutions to issues of all sizes and complexity.

11 As a certified Microsoft partner for Dynamics CRM since 2003, Talon s support team has a wide-ranging set of competencies and experience which allow them to tackle issues of all types and sizes. With infrastructure, application and development skills, we can provide a more extensive support service than just Dynamics CRM expertise alone. We not only support our own implementations, but work with customers who felt their previous partner was not delivering the support they required. We offer comprehensive, flexible and cost-effective support packages for SUPPORT Dynamics CRM is a business critical application and needs high quality support from a source you can trust. implementations of all sizes and complexity. Support is available for both onpremise and cloud-based installations. A dedicated helpdesk and a Dynamics CRM case management system ensures that all issues are logged and our SLAs are met. Our helpdesk manager makes sure that support issues are being resolved satisfactorily. Issues are resolved through telephone, remote and onsite support. Our helpdesk can be contacted at and Additionally each customer is assigned a designated account manager who will be in regular contact. Your account manager is there to make sure that every customer is getting the service they require to really make the most of their Dynamics CRM.

12 TALON BUSINESS SOLUTIONS Thomson House, 8 Minerva Way Glasgow, G3 8AU T E

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