Solutions and Services
CRM Solutions
Microsoft Dynamics CRM is a comprehensive solution for customer relations mangagement. It provides tools and functions necessary to create and maintain a clear overview of customers, from the first contact, through sales to subsequent service. Microsoft Dynamics CRM 3.0 and its Sales, Marketing and Customer Service modules offer a fast, flexible and accessible solution that leads to consistent, measurable improvements in every business process and helps the organisation achieve a new level of profit.
Main benefits of the solution
- Shorter sales cycles and greater success in concluding transactions are achieved through reports of potential customers and leads, automated sales procedures, offer generation and order processing.
- Simpler customer service and increased loyalty is achieved through a shared knowledge database and automated routing and categorisation of individual requirements.
- more qualified decision making, identification of trends, problems and opportunities
- information can be shared between team workers and departments
- time can be saved by means of a transparent, simple and intuitive graphic interface (which can be fully controlled through a web browser)
- direct integration of solutions with Microsoft Office and Microsoft Outlook
Description of the Microsoft Dynamics CRM Sales module
Microsoft CRM Sales helps sales teams and dealers to manage the process of generating new sales opportunities and managing sales transactions, measure and create qualified sales forecasts and efficiently regulate the process of communicating with customers. The result is faster sales processes, a higher percentage of concluded sales and increased customer loyalty. The main functions of the module are:
- a full customer overview (browsing and management of activities and history by customer accounts, including contact data, communications, open offers, orders, invoices, credit limits and payment history)
- routing and administration of opportunities (tracking information on prospective customers, evaluation and classification of research)
- administration of the sales process (create, track and conclude a sale consistently and efficiently making use of workflow rules to automate states in the course of the sales process)
- product catalogue (work with user-friendly product catalogue functions, including support for a complex pricing policy, measurement units, discounts and price setting)
- administration of offers, orders and automatic invoice creation
- sales performance monitoring in comparison with set targets
- creation of groups (browsing, sorting and filtering of groups makes it possible to identify trends, measure and predict sales activity, monitor the sales process and evaluate the effectiveness of sales)
- creation of sales literature (sales and marketing materials, brochures, leaflets, guides and documents on competitors)
- competitor tracking (detailed information on competitors by product, region or other criteria, a library of documents and classification of information on opportunities and sales literature)
- automatic forwarding of opportunities, notifications and escalations (the generation and sending of automatic responses by e-mail in response to customer requests)
Description of the Microsoft Dynamics CRM Marketing module
The Microsoft Dynamics CRM Marketing module enables you to increase the effectiveness of a key group of your employees – the marketing department. It uses data on customers that your company already owns to improve coordination with sales departments and make it easier to assess the success of marketing activities. To put it simply, Microsoft CRM improves the quality of your marketing because it works the way you're used to. The main functions of the module are:
- creation and administration of lists (list of clients, contacts and business leads)
- implementation of fast campaigns (the module plans telephone calls, e-mails and meetings for later implementations, the sending of bulk e-mail, the creation of bulk correspondence and faxes, at the same time it automatically monitors replies and helps representatives to distinguish which actions have been completed and which are still open)
- full campaign management (tasks, deadlines, lists, activities, literature, costs, targets, results, sales leads and the like)
- measurement of response to campaign (the module makes it possible to link responses to campaigns, automatically assign follow-up actions e.g. dealer phone calls, analysis of costs and returns and the creation of user groups for monitoring campaigns)
Description of the Microsoft Dynamics CRM Customer Service module
Microsoft Dynamics CRM Customer Service provides extraordinary customer service functionality and makes it possible to increase capacity for processing requests without having to take on additional employees. Helps your employees to track customer requirements, manage requests for support and service from first contact to successful solution. This will enable you to provide constant and effective support and increase customer satisfaction. The main functions of the module are:
- Creation, classification and administration of customer service requests from first contact to successful resolution (including related communication and activities)
- automatic classification of incoming service requests with related service cases and their placement in the queue
- creation of a knowledge database
- creation and administration of service agreements (automatic updating of contract data)
- e-mail management (including automated answers)
- administration of customer communication records (generation and sending of automated replies to customer requests)
- product catalogue (comprehensive pricing policy, measurement units, discounts and price setting)
- creation of sets (statistics on support issues, evaluation of customer needs, monitoring of support processes and measurement of customer service productivity)
More information
If you are interested in implementing a Microsoft Dynamics CRM solution or if you would like additional information on the suitability of the given solution for your company, please do not hesitate to contact our consultants. We will be happy to advise you. You can find more information about similar projects that we have already implemented in the following section.
You can find more information about Microsoft Dynamics CRM solutions on the web site of the Microsoft corporation: http://www.microsoft.com/slovakia/businesssolutions/crm/