Serve Your Customers Better with
Microsoft Dynamics CRM
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What’s On The Agenda Today
• Today’s Customer Service Challenges
• New Choices for Managing Customer
Relationships
• Microsoft CRM Momentum
• Managing Customer Service with Microsoft CRM
• Demonstration
Key Challenges in Managing Customer
Service
Managing Growth
• Scaling customer
service to support
business growth
• Avoiding higher
support costs
• Increasing customer
satisfaction
Decreasing support revenueIncreasing Support Costs
• Increasing contract
cancellations
• Not using support
personnel for crosssell/up-sell
• Manual support
processes
• High staff turnover
• High training costs
How to Manage Customer Service Challenges?
Includes an end-to-end process
that allows you to collect
actionable information about
each customer
Helps your employees
analyze customer
information
A Winning
CRM Strategy
Creates a customercentric culture
Makes it easier for
employees to collaborate
with internally and
externally
How is CRM Different from Contact
Management?
Customer Facing
•
Sales, service, and marketing activities
Process-focused
•
Workflow drives consistent execution
Team-oriented
•
Collaborate with others inside and outside of the organization
“First-Generation” CRM Problems
A 2004 AMR Research study found that
• 28 percent of CRM projects
• 33 percent had
A 2005 Forrester Research study found that
» Two-thirds of respondents were
with
the ease of use of their CRM system
» More than half of respondents were
with their CRM system's return on
investment (ROI)
What Do Businesses Need From CRM Systems?
• Reliable user adoption
• Great business fit
• Fast, flexible, and
affordable technology
New Choices For CRM Systems Today!
Yesterday’s Choice
Complicated CRM
Systems That You Own
Generic Hosted
CRM That You Rent
Heavy, complex,
and expensive
Basic but
“easy to get”
Today’s Choice
Microsoft Dynamics CRM
Customize to Your Business Needs
Easy to Get, Easy to Use – On-premise and/or Hosted
Microsoft Dynamics CRM At A Glance
•
Over 7,500 customers
•
Over 250,000 users
•
Full suite of marketing,
sales, and service
•
Native Office experience
•
Web services architecture
•
Fast, flexible,
and affordable
•
Microsoft CRM
Customer Growth Worldwide
100%
100%
Available in
22 languages
100%
FY03
FY04
FY05
FY06
Strong Growth Around The World
Small Businesses
Midsized Companies
Large Enterprises
The Power Of An Integrated Solution
Sales
Service
A complete CRM suite
that utilizes the
power and productivity
of the Microsoft platform
Marketing
Service-oriented
architecture built
on industry standards
Easy for users to adopt
Easy for IT to manage
Deploys on-premise
or hosted
Customers Speak Out
“Quiznos successfully implemented Microsoft Dynamics CRM
just over a year ago for approximately 550 users. We are planning
on upgrading to version 3.0 to take advantage of several new
features, including the addition of entities along with advanced
querying and exporting capabilities.”
– Kristie Reid, IT project manager, Quiznos
“I was sold on Microsoft CRM the first time I saw it,”
– John Walker, Sr. VP, Bus Dev, Phoenix Suns
“Microsoft CRM is getting more powerful in the marketplace.
It’s more accessible, the price is right, it’s easier to adopt.
Greater flexibility to automate existing business processes
is a critical win,”
– Berhard McMahan, Chairman, JustGoodBusiness
Key Benefits Of Microsoft CRM
• Works the Way You Do
– It’s an easy and natural way
for your people to use CRM
• Works the Way Your Business Does
– It can be tailored to fit each business
• Works the Way Technology Should
– It’s fast, flexible, and affordable
Microsoft CRM | Works the Way You
Do
• Native Microsoft
Outlook Folders
& Command Bar
• Automatic
calendar,
Track
activities with
a single click.
contact, task and
email
synchronization
• Quick views
of relevant
information
Drive
sales, service,
and marketing
right from
Outlook.
Share views
across your
team.
Microsoft CRM | Works the Way Your
Business Does
• Create workflow based on
standard and custom entities
New Lead
Received
Existing
Account?
Y
Create
New Oppty
Alert
Sales Rep
N
Create
New Acct
Assign to
Telesales
• Powerful reporting via SQL
Reporting Services
• Take data into Excel while
maintaining a live data link
• Secure, roles-based access
at the database level
• Evaluate conditions and
actions across systems
Microsoft CRM | Works the Way
Technology Should
Roles-Based
User Experience
Business Workflow
and Visibility
Integration and
Extensibility
• Use Outlook, browser, or mobile device
• Get just the right tasks to each user
• Intelligent links to Microsoft Office
• Drive more consistent process execution
• Tailor the system to fit your business
• Get instant visibility and alerts
• Web services architecture
• Connect multiple systems in real-time
• Easily import & export data
Microsoft CRM 3 Delivers Customer Choice
Start hosted or
on-premise,
and migrate easily
if your needs change
On-Premise
Microsoft CRM
Partner-Hosted
Microsoft CRM
Partner-Hosted
Microsoft CRM
On-Premise
Microsoft CRM
Managing Customer Service with Microsoft CRM
Case Management
• Track cases to closure
• Assign cases for
follow-up
• Communicate status to
customers
(SharePoint)
Call Center
Integration
• CTI/Screen Pop (ISV
adapters)
• Increase agent
productivity with click
to dial
• Decrease call
handling time
Service Scheduling
• Efficient use of resources
• Timely service delivery
• Timely resolutions
Reporting
• Manage resources
effectively
• Better handle on
support costs
• Insight into customer
satisfaction
Demo
Microsoft CRM | Customer Service Key Benefits
• Resolve cases fast by streamlined case management
• Automate service processes by assigning, managing and
resolving support incidents with automated routing, queuing and
escalation, along with case management, communications
tracking and auto-response email
• Deliver superior customer service by logging, analyzing and
resolving issues with streamlined access to service contracts,
FAQs and historical customer information
• Reduce training costs and increase productivity
• Manage customer service within Microsoft Outlook
• Resolve issues quickly and accurately by having a searchable,
shared knowledge base of articles organized by product and
service category
• Increase customer satisfaction by proactively
measuring the service quality of every service interaction
“Our goal is to create closer ties with customers and find new ways
to treat them better. Microsoft CRM and Microsoft SharePoint
technologies are giving us new ways to do that.”
Bill McCown, Senior Corporate Manager of Infrastructure and Operations,
Trendset, Inc.
Freight payment processes use CRM to improve customer service
and increase employee productivity
Customer Business
Challenge
•
•
•
•
Customer service
problems as business
grew
No centralized place for
customer information
Paper-based problem
tracking
No accountability for
customer problems
Customer
Results/Benefits
Solution
•
•
Deploy Microsoft® CRM
and Microsoft Windows
Server™ 2003
Automated, centralized
customer information
system with consistent
customer response
process
•
•
•
•
Problem resolution in
hours versus days
Web-based problem
tracking
Increased productivity
Simple, effective target
marketing
Microsoft CRM | Next Steps
• Choose Microsoft CRM for the technology and as platform
to improve customer service while decreasing service
costs
– Outstanding user experience and adoption
– Great business fit and visibility into results
– Scalable, secure and extensible platform
• Define a complete CRM solution and plan that includes
people, process, and technology
– Microsoft and its global network of partners are
committed to your success
© 2006 Microsoft Corporation. All rights reserved.
This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.
Microsoft CRM | Feature Overview
Hundreds of new features
Native Outlook Experience
Roles-based user interface
Dynamic help
and suggestions
Pervasive mobile
capabilities
High performance sync
New CRM Modules
Marketing Automation,
including Quick Campaigns
Service Automation,
Scheduling
SQL Reporting Services
Platform Flexibility
Custom entities
Extensible workflow engine
Real-time app integration
Easy portal integration
Installation and Upgrade
Installation diagnostics
Automatic Web Services
New security model
Metadata import/export