Serve Your Customers Better with Microsoft Dynamics CRM <client> <date>
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 revenue. Increasing 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 • Microsoft CRM Customer Growth Worldwide Full suite of marketing, sales, and service • Native Office experience • Web services architecture • 100% Fast, flexible, and affordable • Available in 22 languages 100%
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 Mc. Mahan, Chairman, Just. Good. Business
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 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 (Share. Point) 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
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 Share. Point technologies are giving us new ways to do that. ” Bill Mc. Cown, 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
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