Brochure MS Dynamics CRM 4.0 Microsoft Customer Relationship Management solution was designed to help your business develop more profitable customer relationships while working smarter. Microsoft CRM helps you establish efficient business processes, and maintain control over how employees access information and connect with customers. With Microsoft CRM, you can run your business efficiently and profitably. 1
CRM Overview Microsoft Dynamics CRM 4.0 business software is a complete Customer Relationship Management solution that provides the capabilities that organizations need to gain and retain the competitive advantage in today s business world. Microsoft CRM is a customer relationship management solution that provides of the tools and capabilities needed to create and easily maintain a clear picture of customers from first contact through purchase and post-sales. With modules for Sales, Marketing, and Customer Service, Microsoft CRM delivers a fast, flexible, and affordable solution that drives consistent, measurable improvements in every business process, enables closer relationships with customers, and helps achieve new levels of profitability. With Microsoft Dynamics CRM, training time is reduced, people are proficient faster, and we can get new employees out onto the floor quickly all because the system brings them the information that they need in an easy-to-use, point-click fashion 2
Why MS 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 customization and integration. Rapid Deployment Strategy (75% out of the box). Continuous enhancements. Integrated with other MS Applications. Multi-Lingual Interface. In addition, Microsoft CRM delivers upon the following core tenets: Works the Way You Work: Microsoft Dynamics CRM 4.0 explicit goal is to provide the most natural way for Microsoft Office users to establish better relationships and insight about their customers. Microsoft Dynamics CRM 4.0 integrates directly into Outlook and other Microsoft Office applications including Microsoft Office, Word, Excel, and PowerPoint, enabling employees to work within the familiar, comfortable Outlook environment. The result: People will quickly be able to begin using Microsoft Dynamics CRM 4.0 tools for managing sales, services, and marketing processes. Works the Way Your Business Works (Customization): Microsoft Dynamics CRM 4.0 is an adaptable platform that can be altered to meet the needs of every unique business. Quick customization of the Microsoft Dynamics CRM 4.0 forms, views, objects and relationships allow you to build powerful CRM features and solutions yourself without the need to write your own custom code. Every company has its own processes, its own culture, and its own way of reaching out to customers. Microsoft Dynamics CRM 4.0 is a flexible solution that can be quickly customized to any company s current needs while providing a flexible, scalable platform that will grow business expands and changes. 3
Works the Way Technology should Work: Microsoft Dynamics CRM 4.0 platform brings together all of the pieces within your environment: your end user s desktop productivity tools, a scalable and secure place to manage your customer information, powerful integration and presentation technologies, and a complete mobility solution from laptops to handheld devices. Microsoft Dynamics CRM 4.0 does that for you; it is built with a modern Service-Oriented Architecture SOA and relies on tools and industry standards that your organization already knows. It allows you to quickly and easily integrate with external applications and data, and automatically generates web services interfaces for every object in the CRM system. The Top 10 Reasons to Choose Microsoft Dynamics CRM 4.0 are: 1. 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. 2. 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 organizations, in financial services, professional services, manufacturing, and the public sector. 3. Top-Flight Functionality: Learn how the innovative functionality in Sales, Marketing and Customer Services makes Microsoft Dynamics CRM an effective way to stay in touch with your customers and drive your business goals. 4. High User Adoption Rates: Microsoft Dynamics CRM works within Microsoft Office Outlook, one of the most popular applications that people use every day. This high level of comfort with Office Outlook can help to significantly drive user adoption and success. 5. The Power of Choice: Microsoft Dynamics CRM offers solutions that make sense for you today and in the future. You can choose to deploy Microsoft Dynamics CRM in-house, or let us host it for you. You can choose how your people interface with it through Microsoft Office Outlook, a browser, or a mobile device. You can even decide whether to buy it or in effect to rent it. The best part? It's easy to switch if your business needs change. 6. Rapid Innovation: History tells this story best: Microsoft launched Microsoft Dynamics CRM 4.0 in December 2007, and in April 2008, Microsoft Dynamics CRM Online, an on-demand service, was introduced. Just four months later, the September 2008 Update for CRM Online was released. Then, at the end of 2008, several free CRM Accelerators were launched with new functionality for Analytics, eservice, Event Management, and Enterprise Search, as well as a Business Productivity pack, Extended Sales Forecasting, CRM Notifications, and Sales Methodology support. 7. Operational Insight: The reporting engine generates compelling data reports within Microsoft Dynamics CRM to help you make informed business decisions. Get deeper insights by integrating Microsoft Dynamics CRM with Microsoft Business Intelligence products for performance management, scorecards, data mining, and OLAP reporting. 8. Great Fit: Because Microsoft Dynamics CRM is based on a service-oriented architecture (SOA), it easily integrates into your existing systems using industry-standard Web services. Its exceptional customization feature also simplifies adapting it to your processes, models, and technology infrastructure. 9. Industry Leadership: Microsoft Dynamics CRM is one of the top CRM solutions. 10. Affordability: Not only do you get competitive pricing for both on-demand and onpremise deployments, your maintenance fees are also waived for the first year. Plus, certain customers can qualify for 0% financing until March 20, 2009. 4
Microsoft Dynamics CRM 4. 0 Advantages Technology professionals find Microsoft Dynamics CRM easy to customize and build on. You can: Seamlessly integrate with other Microsoft software and third-party solutions. Quickly automate business processes. Increase productivity/profitability of each customer interaction. Customize and control data access for advanced security. Build rich integrations across your organization with Web services. Business Process Automation: Reduce Costs, Increase Results Many companies face obstacles in fully integrating CRM into their organizations. But Microsoft Dynamics CRM designed to synthesize with existing systems, giving employees access to familiar tools. This can lower training costs, decreased ramp-up time, and fewer frustrations resulting in greater user adoption. Take advantage of: Organization and personnel level workflows. Extensible workflow model (for on-premise and partner-hosted offerings). Custom workflow actions. Business Logic Extensions: event-based plug-ins with pre- and post-events on all platform executions. Client-side form events, enabling features like drop-down fields that auto-adjust with user selections. Helps Businesses of All Sizes Whether you have a few employees or a few thousand, Microsoft Dynamics CRM can benefit your customer-driven business. 5
Security: Information is Power Data management is Easy Microsoft Dynamics CRM Provides a comprehensive security model based on roles and privileges so you can easily customize and control access to data by job roles and task needs. Features include: Integrated security via single sign-on or Live ID. Role-based security settings for easier management. Custom-added entities work within the security model just like entities shipped in the box. Sharing/delegation for objects/records, to individuals or teams. Direct access to data via filtered SQL views that automatically determine users' roles and privileges and only returns data they have access to. Use of Active Directory provides a best-in-class model for user management and application security. Data Model Extensibility: A CRM Solution that Grows with Your Business Microsoft Dynamics CRM contains the mechanisms for expanding and enhancing the system with new capabilities without requiring major infrastructure changes, so you can count on it to support your organization for a long time to come. Possibilities include: Custom entities and attributes (a.k.a., objects and properties). Custom object relationships, such as 1:N (many); N:1; and N:N allowing you to model virtually anything. Object hierarchies (self-referential). Infinite relationships between objects. Service-Oriented Architecture: Connect for Success Build rich integrations across your organization with a centralized, easily discoverable set of web services. Web services in Microsoft Dynamics CRM are connected through a common integration framework across business systems, applications, and processes. You can benefit from: UI extensibility (including custom navigation panes and buttons which can call custom ASPX pages from within CRM in order to persist data into CRM). Completely Web services-enabled platform, even on custom entities/attributes, so it's accessible from any other system capable of making web service calls. All offerings of Microsoft Dynamics CRM push/pull data from other systems. Real-time transactions with other business applications through real-time platform events (On-Premise only). Easy to Implement With a number of edition and deployment options available, Microsoft Dynamics CRM has a solution that's tailor-made for your business. Enhanced CRM for Even Better Results Customer feedback is a key element to the Microsoft Dynamics CRM suite. With each new release, new enhancements are added. From Web-based workflow design to an enhanced offline user experience, the latest version of Microsoft Dynamics CRM is committed to driving innovation in areas that have an immediate business impact. 6
MS Dynamics CRM 4.0 Business Features Sales Streamline and automate your sales processes and enable sales people to create a single view of the customer to help ensure a shorter sales cycle, higher close rates, and improved customer retention. Microsoft Dynamics CRM business software gives sales professionals fast access to useful data online or offline so they can work efficiently and spend more time selling. The functionality outlined in the above diagram showcases the Microsoft Dynamics CRM capabilities that help organizations effectively manage their sales lifecycle and improve close rates With Sales Module, organization will be able to: MANAGE WORK MORE EASILY Offer customer relationship management (CRM) functionality as a natural extension of Microsoft Office Outlook 2007 messaging and collaboration client. Manage customer e- mail, appointments, tasks, and contacts from a single business application. 7
UNDERSTAND YOUR CUSTOMERS BETTER Create a centralized, customizable view of your customer s preferences, relationships, and activity history to better understand and meet their needs. IMPROVE SALES QUALIFICATION Spend time with the right leads and prospects. Establish consistent follow-up processes and automate sales activities with powerful system workflow. INCREASE SALES SUCCESS Shorten the sales cycle and improve win rates with lead and opportunity management, automated lead routing, sales process management, and competitor tracking. KEEP CUSTOMERS INFORMED Use simple, wizard-driven sales and marketing features to keep your sales prospects and customers informed of new product and service offerings. ANALYZE SALES PERFORMANCE Use flexible reporting to forecast sales, measure business activity and performance, track sales and service success, and identify trends, problems, and opportunities. GAIN A COMPREHENSIVE VIEW OF SALES DATA Gain a complete view of the customer: View and manage account activity and history, including contact information, attributes, meeting notes, attachments, communications, open proposals, and purchased products. Find information quickly: Use Advanced Find and global search to instantly zero in on key nuggets of information. Make the right offers: Effortlessly track all interactions, offers, orders, contracts, and relationships associated with your account so that you can offer the right product or service at the right time. Uncover hidden opportunities: Intuitively track relationships between customers, partners, influencers, and suppliers so you can uncover new opportunities. Understand and leverage complex business scenarios with enhanced support for many-to-many relationships. DRIVE SUCCESSFUL CUSTOMER INTERACTIONS Work in a familiar user interface: Manage and monitor all your interactions within a single business application. Automatically synchronize Office Outlook 2007 e-mail, calendar, tasks, and contacts with your Microsoft Dynamics CRM database. Automatically convert e-mail messages into contacts, leads, and opportunities. Target your communications: Use customizable templates to create and send e- mail messages to targeted prospects and customers. Quickly create and send communications using Microsoft Office Word 2007 Mail Merge. Work away from the office: Access robust functionality offline or work from virtually any location using the Web client or a wide variety of Pocket PC devices with Microsoft Windows Mobile software. Update records, study customer data, carry out analysis, and print quotes even when working offline. Improve data quality: Automatically detect and remove duplicate records to ensure the quality of your customer data. Do business globally: Compete effectively for global deals and track sales information in multiple languages, currencies, and time zones seamlessly. 8
MANAGE AND AUTOMATE SALES PROCESSES Improve lead handling and routing: Easily promote qualified leads to new opportunities with a single click. Automatically deliver the right lead to the right person according to product, territory, dollar amount, or any other criteria. Manage quotes and orders: Easily create quotes, convert them to orders, then track and manage them throughout their life cycle from proposals to invoices. Manage territories: Create territories for salespeople, enabling them to manage and evaluate territory-based sales processes and results. Manage sales and marketing lists: Import purchased lists to fuel your sales efforts. Measure effectiveness and maintain lists for annual sales campaigns. Manage contracts: Easily add, edit, and track contracts associated with individuals or companies, including maintenance contracts and renewal notifications. Ensure sales methodology relevance: Initiate, track, and close sales consistently and efficiently with workflow rules that automate sales stages, lead routing, notifications and escalations. Empower salespeople to create their own workflows with workflow tools designed for end users. 9
COMMUNICATE INFORMATION EFFECTIVELY Create campaigns quickly: Use wizard-driven tools to keep your customers informed and aware of your new products and services. Track competitors: Maintain detailed information on competitors associated with opportunities. Track competitor activity by product, region, or other criteria. Keep a product catalog: Work with a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options. Manage sales literature: Create, manage, and distribute a searchable library of sales and marketing materials, including brochures, white papers, and competitor information. 10
TRANSFORM INFORMATION INTO SALES INTELLIGENCE Generate and use reports: Create, view and sort a wide range of reports to identify trends, measure and forecast sales activity, track sales processes, and evaluate sales performance. Easily share reports with co-workers. Make data relevant: Create insightful and focused dashboards for executives and top constituents that adeptly highlight key sales metrics and performance indicators. Track pipelines: Execute complex pipeline queries easily so you can gain insight into leads and opportunities at every stage of the sales cycle. 11
Marketing Provide marketing professionals with robust data cleansing and segmentation tools, leading campaign management features, and insightful marketing analytics to increase the effectiveness of marketing programs, improve efficiencies, and better track key metrics. Microsoft Dynamics CRM business software provides a holistic, comprehensive set of marketing capabilities so you can target your customers effectively. The functionality outlined in the above diagram showcases the Microsoft Dynamics CRM capabilities that help organizations effectively manage their campaign lifecycle and optimize their marketing mix. With Marketing Module, organization will be able to: PLAN MORE PROACTIVELY Transform customer information into clear, actionable knowledge thanks to deep analytics that enable your company to respond quickly to changing customer preferences and emerging market opportunities. GAIN A CLEAR VIEW OF THE CUSTOMER Gain a clear, 360-degree view of the customer with access to deep segmentation based on comprehensive customer, sales, and demographic information. GET YOUR MARKETING MIX RIGHT Use reporting and analysis features to evaluate the performance of your print, e- mail, online, and other marketing efforts so that you can concentrate on your most effective marketing channels. 12
MANAGE WORK MORE EASILY Provide your marketers with Customer Relationship Management (CRM) functionality as a natural extension of Microsoft Office Outlook 2007, so they can manage customer e- mail, appointments, tasks, and contacts from a single business application. Create marketing communications quickly with Microsoft Office Word 2007 Mail Merge. EXECUTE SMARTER CAMPAIGNS Use intelligent list and segmentation features to reach prospective customers, retain existing customers, and transform successful campaigns into templates that can easily be re-used. GET REAL-TIME VISIBILITY Take advantage of deep reporting and analysis capabilities to track response rates, measure interest levels, and monitor costs for every campaign and activity in real time. ENABLE PROACTIVE OFFERS Use a holistic view of each customer s preferences, relationships, and buying history to anticipate their future needs, make effective cross-sell and up-sell offers, and enhance customer loyalty. 13
MANAGE CAMPAIGNS BETTER Manage the campaign life cycle: Define tasks, activities, and marketing materials for the entire campaign life cycle. Create budgets and define follow-up activities for respondents and non-respondents. Enhance brand value: Collaborate across teams and business units to maintain and enhance the consistency and power of your brand. Work in a familiar user interface: Automatically synchronize e-mail messages, tasks and contact details through seamless integration between Office Outlook 2007 and Microsoft Dynamics CRM. Quickly create and send communications using Office Word 2007 Mail Merge, and manage mail merge templates from anywhere in the world through a Web-based interface. Track responses: Drive closed-loop campaign execution by tracking responses to every campaign activity. Convert e-mail responses to leads or opportunities, qualify leads, and do much more with just a few clicks. Monitor results: Generate detailed real-time performance reports that track key performance factors including return on investment, response rates, and cost per response. LAUNCH CAMPAIGNS QUICKLY Plan and execute campaigns: Use predefined system templates for future re-use in campaigns, or create new campaigns from scratch. Schedule campaign activities to be performed immediately or at specific times in the future, and launch campaigns anywhere in the world with strong multi-lingual and multi-currency capabilities. Communicate clearly: Create professional-looking e-mail templates and effortlessly launch mail-merge-based communications. Intelligently convert e-mails into contacts, leads, and opportunities automatically according to rules you set up. Define activities: Choose activities for a campaign, such as e-mail messages, phone calls, faxes, or meetings, and assign them to appropriate people. 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. Route leads automatically: Automatically deliver the right lead to the right person according to product, territory, dollar amount, or any other criteria based on workflow rules that you define. Uncover hidden opportunities: Intuitively track relationships between customers, prospects, influencers and suppliers so you can uncover new opportunities. Understand and leverage complex business scenarios with enhanced support for many-to-many relationships. 14
TRANSFORM INFORMATION INTO MARKETING INTELLIGENCE Identify trends and forecast performance: Introduce new products and services efficiently, and improve up-sell and cross-sell opportunities. Allocate marketing resources based on a clear understanding of trends and opportunities. Build loyalty: Take advantage of the 360-degree customer view to proactively suggest replacements or renewals, or to just reward frequent customers. Analyze demographics: Segment customers by their demographic profile and spot purchase trends as they develop. Articulate the ROI of marketing: Create insightful and focused dashboards for executives and top constituents that adeptly highlight key marketing metrics and performance indicators and drive home the value of marketing programs. DEVELOP LISTS MORE EFFICIENTLY Generate and use reports: Create, view and sort a wide range of reports to identify trends, measure and forecast sales activity, track sales processes, and evaluate sales performance. Easily share reports with co-workers. Complete tasks in bulk: Import data and leads in bulk at non-peak operating hours for optimal system performance with enhanced support for batch operations. Improve data accuracy: Automatically detect and remove duplicate records in your lists to improve response rates and campaign performance. Easily define rules to correctly handle duplicates. Manage permission-based marketing: Make sure your list is based on customer permission from the start with native opt-in/opt-out tracking for all contact records to avoid wasted cycles and improve response rates. 15
Customer Services Microsoft Dynamics CRM provides a comprehensive customer service solution that is familiar to users, completely customizable to your business processes, and can scale to meet enterprise demands. Transform your customer service into a strategic asset with Microsoft Dynamics CRM. With a 360-degree view of the customer, your agents 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 touchpoints. This diagram showcases key capabilities for Microsoft Dynamics CRM customer service that help organizations achieve a 360-degree view of their customers and deliver superior customer experiences With Customer Service Module, organization will be able to: BUILD CUSTOMER SATISFACTION AND LOYALTY Build customer satisfaction and loyalty by delivering superior service across all interaction channels, including phone, e-mail, in-person communications, and selfservice Web portals. MANAGE WORK MORE EFFICIENTLY Increase efficiency by enabling agents to be more productive, with access to complete customer information, cases, contracts, lists, reports, and knowledge through a single, scalable business application that is familiar and easy to use. AUTOMATE SERVICE PROGRESS Create robust service processes that span the customer service organization, including case routing, escalation, and automatic e-mail response. Business automation lets you provide the highest level of service, maintaining consistency in the way customer service is delivered while keeping costs contained. 16
RESOLVE ISSUES QUICKLY AND WITH PRECISION Speed accurate resolution of customer incidents by giving agents access to all needed information about customers, products, services, and cases through a single user interface. INTEGRATE WITH EXISTING TECHNOLOGIES Confidently build and deploy world-class contact centers through integration with leading telephony switch, automated call distribution (ACD), and computer-telephone integration (CTI) products, as well as offer third party solutions. MANAGE EVERY ASPECT OF CUSTOMER SERVICE Manage cases: Create, assign, and manage cases from initial contact through resolution across multiple channels. Use the same application for phone, e-mail, Web, in-person, and self-service for improved efficiency and faster service. Manage service levels: Achieve more efficient oversight when you create and maintain service contracts within Microsoft Dynamics CRM. Manage service level agreements (SLAs), refine business processes, and bill customers accurately. Manage facilities and resources: Manage service appointments and resources across service sites and locations. Provide greater visibility into service delivery through a single calendar view of service professionals, tools, resources, and facilities. Manage data: Effortlessly add, change, and manage contact information with tools for bulk data input and robust duplicate detection. Preserve the integrity of your customer data so that you can maximize its value. Communicate in real time: See the availability and status of co-workers using Microsoft Dynamics CRM and Microsoft Office Communications Server 2007. Optimize service handling and resource utilization through instant communications. 17
ENABLE PEOPLE TO HELP THEMSELVES Provide 24x7 customer self-service: Increase convenience for your customers by empowering them to find answers, create cases, schedule services, and manage their personal profile through the Web 24 hours a day, 7 days a week. Increase customer loyalty: Enable people to access information and services in the way that they want, increasing their satisfaction and building loyalty over time. Control costs: Implement a self-service solution that is quick to deploy, easy to manage, and seamlessly integrated with Microsoft Dynamics CRM so that you can reduce the management burden and keep costs under control. 18
TURN INFORMATION INTO KNOWLEDGE Accurately measure performance: Measure customer satisfaction at every stage of the service lifecycle. Use historical and predictive analytics to help raise customer satisfaction, reduce case handling times, and improve first-call resolution. Identify opportunities for service improvement: Identify common support issues, track service processes, and measure service performance so you can continually improve your service processes. Create new revenue opportunities: Make compelling up-sell and cross-sell offers to your customers by giving service agents access to comprehensive customer information and analytics as part of the service process. STREAMLINE SUPPORT PROCESS Automate service processes: Increase effectiveness by standardizing and automating support activities through workflows. Achieve a single version of customer information across CRM, ERP, and other business systems using the Windows Workflow Foundation. Assign, route, and escalate cases: Streamline case resolution with automated routing, queuing, and escalation as well as case management, communications tracking, and automated response e-mail. Streamlined processes help you resolve issues quickly and accurately, boosting both service effectiveness and customer satisfaction. Foster consistent execution: Automatic creation and assignment of activities such as phone calls, letters, and field service yield greater consistency. Maintain accurate account, contact and service history with automated tracking and response for customer e-mail messages. 19
Unleash the Power of Choice Deployment Microsoft Dynamics CRM is flexible and familiar and fits your business. Unlike other CRM solutions, it gives you a choice in three key areas: Deploy on-demand or on-premise and easily switch options if your needs change. Buy it outright, finance, or subscribe. Use it within Microsoft Office Outlook, a Web browser, a custom portal, a Microsoft Office SharePoint portal, or a mobile device. Every business experiences change. Whether through accelerated growth, mergers and acquisitions, new regulations, or through budget tightening, your business must be ready to adapt to a dynamic business climate. With Microsoft Dynamics CRM and the Power of Choice, you re ready to make the most of your investment, adapting to almost any situation: Choose on-demand deployment with Microsoft Dynamics CRM Online if you want a rapid, affordable, and streamlined way to implement Microsoft Dynamics CRM 4.0. You can pilot it online before you bring it in-house, or use it indefinitely to reduce the burden on your IT staff and minimize your costs. Select Microsoft Dynamics CRM 4.0 on-premise deployment for the ultimate customization and integration capabilities with your existing Microsoft infrastructure. Meet the needs of different teams with a hybrid approach to address the needs of different business units or teams in another geographic location by using an ondemand deployment for some groups and an on-premise deployment for others. Get true application portability and reduce risk. Move between on-demand and onpremise deployments seamlessly as your needs change. The architecture of Microsoft Dynamics CRM makes it easy and seamless to migrate from one delivery model to another. No matter which deployment option you select, you have choices in how you buy Microsoft Dynamics CRM and how you give users access to CRM data. 20
Microsoft CRM Customers Microsoft CRM is used by the thousands of companies around the world, in every size and type of company. This slide shows a small sample of the kinds of small businesses, midsized companies, and large enterprises that are using the Microsoft CRM today. 21