Microsoft Dynamics CRM

Microsoft Dynamics CRM 2011 - creating world class experiences 

In order to deliver real value in today's marketplace, you need to in turn deliver outstanding customer service to ensure you build a loyal and profitable relationship. To achieve this, you need to look at your people, and the systems in place to support them. 

It is not sustainable to simply recruit more staff to service more customers in times of growth. If your sales and support processes are not well defined and consistently adhered to, the issues you experience will simply be magnified; unresolved customer issues, customer complaints and incorrectly shipped goods are just some examples.

Microsoft Dynamics CRM 2011 presents a simple, cost effective solution to these business challenges and seamlessly closes the gap in financial systems when considering sales, marketing and customer services processes.

Sales productivity

Through using Microsoft Dynamics CRM 2011 your sales force will experience a drastic reduction in their administrative tasks allowing them to focus on where they add the greatest value to your organisation, selling to your customers. 

Using the simple tools provided, the sales process can be fully automated to generate tasks, appointments and emails at the appropriate time, as well as reminding your sales person which customers are due to be followed up and when. This in return helps you to maintain visibility on both the engagements with your customers and the success of these efforts. 

With some simple analysis, you can determine what works best and generates the most revenue for your business, and roll out this process to your wider sales force, ensuring this effective sales process is consistently followed. 

Microsoft Dynamics CRM 2011 is imbedded within Outlook - a familiar, widely accepted tool. This provides one-stop tracking of tasks and logging of activities through the single solution, so there's no need to have multiple logins. This ensures user adoption is boosted and the system is readily accepted by your team.

Service productivity

Using Microsoft Dynamics CRM 2011's powerful case management module you can easily manage your service incidents all from within the one framework. 

It's widely accepted that organisations that embrace incident management see real success in turning the issue into an opportunity to delight your customer through swift, efficient resolution. Microsoft Dynamics CRM 2012 is capable of tracking contracts, warranty claims, scheduled routine services and incidents. Tasks can be assigned to these cases ensuring the ownership of the resolution is directed to the appropriate person or team. Escalations are easily configured so your management are aware of any delays in resolution and are provided with complete transparency and control over the incident resolution process. 

With the powerful built in dashboards all your team will see in real-time the success of their efforts and prioritised incidents which require prompt resolution. Even better, these incidents are stored directly within an account's record, ensuring your sales managers are aware of any issues raised, and can formulate their resolution steps prior to attending a sales or account meeting.

Marketing productivity

Marketing has long presented challenges for business owners to understand the true cost of these activities and the leads and sales that are generated as a result. Using Microsoft Dynamics CRM 2011, these challenges are easily resolved. 

Marketing campaigns are simply configured and any budget and associated costs can be tracked, meaning the true cost of a campaign is available with a click of the mouse. Through the simple conversion process, marketing campaigns can generate leads and then the lead can generate a new account, contact or even sales opportunity.

From within the marketing campaign record you are able to monitor and report on revenue generated as part of the campaign. With some simple analysis and armed with this information, you can enhance your marketing processes to make sure that maximum revenue is generated from your valuable marketing investment.

Using the many options within Microsoft Dynamics CRM 2012 the investment in keeping your customer database up to date and accurate can increase your ROI on marketing campaigns. The ability to segment customers by size, industry type, previous activities, geographic location and more enables the delivery of highly targeted campaigns, increasing their efficacy and cost efficiency even further.