Microsoft Dynamics 365 CRM
Microsoft Dynamics
CRM helps you drive consistent and measurable improvement in everyday business
processes. Gain the capability to easily create and maintain a clear view of customers from first contact through
purchase and post-sales. With tools to enhance sales, marketing, and customer
service processes — along with native Microsoft Office Outlook integration —
Microsoft Dynamics CRM delivers a fast, flexible, and affordable solution.
Customer Engagement
Give your team the tools they need to deliver exceptional
customer experiences. Build lasting relationships with Microsoft Dynamics CRM
in order to sell effectively, care everywhere, and market smarter.
Fully Integrated
Track all your customer interactions and data in one
place. With native integration with Office 365, Microsoft Power BI, Yammer,
Skype, Outlook, and many other widely used business apps, you can be sure
everyone in your
company has the full picture of what your
customers want and need.
Highly Scalable
Microsoft Dynamics CRM offers best-in-class
features to grow your business’s efficiency and productivity. Use customer data
to gain the insights you need to qualify prospects. Learn what your customers
really think with Microsoft Social Engagement.
Access a complete
view of customer data online or offline,
and leverage tools that enable your sales professionals to get real-time access
to leads, identify cross-sell and up-sell opportunities, and close more deals,
faster.
Automate Your Sales Process
Set up territories and teams for optimal organizational efficiency.
Create price lists, discounts, and unit groups to streamline offer management.
Set up goals to track sales rep quotas.
Capabilities with Microsoft Dynamics CRM allow you to
boost productivity, gain key insights, streamline sales cycles, and reduce
costs.
Automate Your Sales Lead System
Set up territories and teams for optimal organizational efficiency.
Create price lists, discounts, and unit groups to streamline offer management.
Set up goals to track sales rep quotas.
Capabilities with Microsoft Dynamics CRM allow you to
boost productivity, gain key insights, streamline sales cycles, and reduce
costs.
Manage Opportunities Effectively
Capture and track all opportunities in the system. Utilize organization-specific
sales stages. Establish an organization-wide process for developing leads.
Make business decisions based on up-to-date information
on the opportunity pipeline. Effectively measure wins and losses.
Real-Time
Collaboration
Create, view, edit, approve, and search for sales
literature items. Make use of a central repository for sales information. Ready
to use literature for competing product comparisons.
Track your product information, presentations, brochures,
policies, procedures, white papers, competitive information, price lists,
annual reports, and manuals.
Drive Best Practices
Set up opportunity-type specific process flows to guide
sales reps in correct actions to create consistent processes.
Tie multiple entities together for a streamlined
experience. Save sales rep time, reduce training costs, and increase user
adoption.
Access Data on Any
Device
Capture and track all lead details in one system, even
when travelling. Access and act on customer data from any type of device.
Update, qualify, or assign leads and opportunities when
on the road. Analyze sales status with rich offline reporting.
Maximize Every
Opportunity
Receive quick suggestions for cross sells and up sells
right from the opportunities and orders. Discover new opportunities in your
customer base. Enhance service by anticipating customers’ needs before they do.
Maximize profitability by selling to existing
clients. Suggest alternatives to better fit needs.
Benefits
Ø Work smarter with sales analytics from Power BI
Ø Real-time
collaboration and interactive platform
Ø Maximize
sales with Outlook, Excel, and OneNote integration
Ø Gain greater
customer insights based on social networks, news, events, and connections
Ø Improve
collaboration with coauthoring, document management, enterprise networking, and
communication
Microsoft Dynamics 365 Marketing
Microsoft Dynamics
Marketing is flexible, easy to use, and
engineered to fit your business. The CRM marketing solution enables your team to
plan, execute, and measure campaigns across channels, from start to
finish. Transform every touchpoint into
a marketing opportunity and harness the undiscovered potential within your
customer base to market more effectively, improve productivity, and gain actionable
insight into your marketing campaigns.
Drive Results
Integrate marketing planning, budgeting, and tracking
across all channels, including email, digital, social, SMS, and traditional.
Manage projects, digital assets, workflows, and approval
processes across your team and other departments and agencies all from a single
platform.
Target Your Marketing
Efforts
Use natural language queries to instantly segment
customers or prospects. Create highly targeted lists and associate them with
campaigns. Set up personal or public data for reuse.
Easily share target marketing lists with colleagues or
vendors. Export lists into multiple formats for bulk email or direct mail
communications.
Multi-Channel
Campaigns
Engage customers with personalized, multi-channel
campaigns. Use the visual campaign designer to create and manage campaigns
using simple drag and drop capabilities.
Test email on different devices to determine the most
effective campaigns.
Improve Lead Scoring
Capture and store responses and leads in one place for
easy tracking and assignment. Score and assign responses using predefined
algorithms. Instantly assign leads with full interaction history to the right salesperson.
Track responses across communication channels, linking
them to campaign and lead sources. Convert responses to leads and
opportunities.
Automate Workflows
Boost productivity with personal, team, or organizational workflows.
Send event-based marketing messages to customers, like happy birthday or
anniversary messages.
Dynamically assign tasks to the right person using
configurable rules. Accelerate approvals using predefined workflows. Set alerts
and reminders of campaign milestone to inform appropriate people.
Mobility-Optimized Platform
Access and act on customer data from any type of device.
Track budgets and push through approvals while on the road. Update or create
campaigns on the fly.
Update, qualify, or assign leads while on the road. Analyze responses,
leads, and campaign ROI with rich offline reporting.
Measure Pipeline and Revenue
Measure your marketing success with key performance
indicators. Track key campaign indicators with built-in reports. Identify
trends and allocate resources with powerful predictive analytics.
Proactively create offers with 360-degree customer views.
Compare campaign effectiveness to future campaign decisions.
Benefits
Ø Engage
customers with personalized, multi-channel campaigns
Ø Increase
sales-ready leads with advanced lead management and lead scoring
Ø Strengthen
your marketing and sales synergies by providing sales teams with visibility
into the marketing calendar and provide actionable input
Ø Connect with
customers and prospects through embedded, contextual social tools
Ø Measure
pipeline and revenue across every marketing investment to get a true view of
your ROI
Microsoft
Dynamics CRM 365 for CustomerService
Deliver care everywhere with Microsoft
Dynamics CRM. Empower your agents to create lasting relationships with
customers with Microsoft Dynamics CRM’s visual user interface, customizable
dashboards, and unified view of the customer.
Improve Account Handling
Boost agent productivity with the intuitive user
interface. Improve first-call resolution with access to customer histories. Rich
duplication rules keep records accurate.
Simplify adding, changing, and managing contact
information. Model one-to-many, many-to-one, and complex record relationships.
Gain actionable insights.
Make Customer Service Effortless
Create, manage, and resolve cases by phone, email, chat,
web, or in-person contact. Use rules-based routing and escalation to speed first
call resolution.
Plan and complete case activities manually or automatically and record them for future reference. Deliver appropriate service fast with an at-a-glance view of each customer´s history and service contracts.
Enhanced
Collaboration
Allow your customers to take advantage of self-service
options that deliver consistent, up-to-date answers.
Peer-to-peer support and direct interaction with subject
matter experts create a true community experience for your customers.
Streamline Service Scheduling
Define services with related resources and work schedules
to increase precision. Save time with easy, visual scheduling.
Gain a centralized view of service workers’ calendars and
resources to optimize scheduling. Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.
Monitor Channels for New Cases Automatically
Set up the system to create cases automatically from
posts on social media and email. Route cases to the right queue so agents can
respond quickly.
Use queues to organize, prioritize, and monitor the
progress of your work. Public and Private Queues allow for specific users to
view and manage customer service work.
Set Customer Service
Expectations
Offer differentiated levels of support with Service Level
Agreements. Track and analyze First Response and Case Resolution.
Track the time for which a case was on-hold or waiting on
the customer. Use entitlements to specify the support term based on number of
hours or number of cases.
Enhance Service with Insight
Closely monitor customer service and support processes
with dashboards and goals. Identify and address issues and refine key
performance indicators.
Deep analytics and advanced visualizations empower organizations with
actionable insights to continuously improve service metrics, earn loyalty, and
increase brand advocacy.
Benefits
Ø
Omni-channel capabilities offer a unified view of the
customer, including critical data from social interactions
Ø Make customer
service effortless with branded self-service options that leverage an
organized, searchable knowledge base
Ø Empower
agents with a single, unified experience to deliver fast, amazing customer
service from their desktop or mobile device
Ø Unite people,
processes, and technology to deliver on-time, on-budget engagements
Ø Identify
trends, anticipate opportunities, and gain powerful insights into customer
behavior
Microsoft Dynamics CRM for SocialMedia
The secret to any
great relationship starts with the ability to listen. With Microsoft Social
Engagement, you can listen to, analyze, and promote customer engagement on
social media. Microsoft Social Engagement integrates with Microsoft
Dynamics CRM to provide
customers with a fully connected experience that will delight them and turn
them into fans.
Analyze and Act on Market Intelligence
Allow sales, marketing, and customer care professionals
listen, gain insights, and more effectively engage with customers across social
channels. Measure sentiment across a wide array of social channels to analyses and
act on market intelligence.
Allows users to track product, brand, competitors, and
campaigns globally and in real time to gain a true understanding of their
customers and their business across the social web.
Spot Trends and
Identify Key Influencers
Find out how much of the social conversation is about
your topics, and how the volume of posts is changing over time. The list of
search topics gives quick insight into the buzz and trend of the topics that
matter most to you.
Microsoft Social Engagement supports 20 languages and
covers a broad range of sources- Twitter, Facebook, Instagram, videos, blogs,
forums, news syndication, and any source that supports RSS.
Connect with Your Customers
Grow your social media presence by engaging
with social communities using rich multimedia. Enable teams to collaboratively
respond and drive social activities by leveraging Office Groups to assign posts,
share feeds, and share profiles. View profile details for immediate insights on
who to engage with.
Benefits
Ø
Analyze what people are saying on social media and the
news
Ø Automatically
analyze user’s social posts and identify potential cases, leads, or customer
scenarios
Ø Engage with
social communities using rich multimedia
Ø Share social
insights across more teams through dashboards in Microsoft Dynamics CRM or
Microsoft Dynamics Marketing
Ø Automatically
create leads or cases from social posts, right within Microsoft Dynamics CRM
