Microsoft Dynamics CRM

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3 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

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Microsoft Dynamics CRM

August 2011

Now You Can Get CRM That…

2

Fits Your
People

The
right user experience
for every user role

Fits Your
Business

Configures quickly to meet
your specific
needs

Fits Your
Environment

Deploys
quickly

and integrates existing assets

Microsoft Dynamics CRM at a Glance


Over
11,000 customers
from small
to enterprise


Over
500,000 users
in more than 80
countries


Global network
of software and
services partners


Fast, flexible, and affordable


3


Full CRM suite
of marketing, sales,
and service


Native Office
experience for rapid
adoption


Multi
-
language

with more than 25
languages


Advanced
SOA / Web services
architecture


Microsoft Dynamics CRM Suite

4


Full
CRM suite
capabilities
and application
flexibility


Interaction


Marketing


Sales


Service


xRM


Business
Process


SOA


Flexible
Deployment



What they offer?

Siebel CRM

5

What they offer?

SAP CRM

6

What
WE

offer?

Microsoft Dynamics CRM

7

We don’t need CRM because…

8

“Our sales people do
not follow our
defined sales
processes”

“Our sales team is too
stuck in its old ways
to realize the
potential of new
technology”

“Our sales
applications are just
too cumbersome to
use”

“Our sales people do

not have access to
the information they
need

to succeed”

“It’s hard to tap into
office systems when
sales reps are on the
road”

Troy G. Miller, Eric P. Gist,

Selling in Turbulent
Times”
Accenture
Study

By giving your people the right tools…

…you can amplify their impact

9

That’s the Power of Productivity

Close


deals faster

Discover

insights

Enhance
relationships

Attract

more
prospects

Keep

customers

Improve

service

World class customer experiences…


begin
with
your people

10

Uniqueness that cannot be compared to any other
solution because of its CRM
approach

Microsoft Dynamics
CRM

11

Sales

Productivity

Customer

Care

Marketing
Effectiveness

Extended CRM
Applications

Relationships • Interactions • Process • Insights

xRM
Framework

Outlook

Browser

Mobile

Fast, Productive Sales Management


Familiar interface

drives user adoption and
increased productivity


Workflow
-
driven

sales processes

ensure consistency

and efficiency


Full spectrum of
sales
intelligence
capabilities
provides insight and
accurate forecasts

12

Drive Fast and Productive Sales

13

A lead is created with

the appropriate

sales workflow
.

The lead is
automatically

routed
to inside sales

to qualify and assign.

The lead is passed to
the

right sales
person

to close the
opportunity.

A prospect
requests

more information

via the web.

Fast, Consistent Customer Service


Comprehensive
customization and core
platform
capabilities
ensures business agility


Advanced workflow
ensures consistency or
service experience


Complete range of service
analytics
from basic
reporting to sophisticated
OLAP and predictive
modeling

14

Drive Fast and Consistent Service

15

The service case is created
with an appropriate

service workflow.

The lead is
automatically

routed
to the

best available agent.

Service requests come

in via
phone, web,

or other channels.

The knowledge base

is searched and solutions
are suggested.

Fast, Effective Marketing Management


Intuitive
segmentation tools
drive superior target
selection


Workflow
-
driven
processes
increase

reach and relevancy


Seamless tracking

of
cross
-
channel
communications

saves time and
money

16

Drive Fast and Effective Marketing

17

A new campaign is

budgeted, approved,

targeted, and executed
across multiple channels

Campaign responses

are
captured
;

ROI is
tracked

and reported continuously

The
Power of Choice for Software + Service


Choose how you
USE IT

-

Outlook, browser, mobile


Choose how you
GET IT

-

Software or service


Choose how you
BUY IT

-

Own it or rent it


CHANGE

it any time as your business needs
change

18

Microsoft Dynamics CRM for Midsize
Companies


Microsoft Dynamics CRM delivers solutions for thousands of midsize
companies around the world


Key business and IT requirements:


Easy, intuitive
user experience
for Outlook and Internet Explorer


Integrated
marketing, sales, and service
capabilities


Easy configuration
of screens, workflow, and data model


Web services
integration

20

Microsoft Dynamics CRM for the Enterprise



Microsoft Dynamics CRM delivers solutions for
hundreds of large enterprises around
the world


Key business and IT requirements:


Role
-
tailored
user experience


Easy configuration
of screens, workflow, and data model


Web services
integration


Flexible
SOA platform


Enterprise
scalability

21

Microsoft Dynamics CRM Business
Architecture

22

S&T Case
Studies

HB
Reavis


Problems
to solve:

-
Customer database stored in multiple Excel sheets,

-
web demands delivered to various employees via email without further solving progress
due to non
-
transparency of the assigned tasks,

-
complicated process of the order generation for customer,

-
complicated communication history tracking with customer and complicated business case
status tracking.


Solution:

-
Leasing retail system and office facilities Microsoft CRM and marketing activities (CRM),
two
-
way integration to back
-
office system (Microsoft AX).


Contribution
:

-
leasing
concept generation directly to CRM and its automated assignment to leasing
managers for solving, according to the type of project, unification and clearance of waiting
list and customer database, order generation and support document generation directly
from CRM.

23

S&T Case
Studies

Allianz Business Services


Problems to solve:

-
Reimplement

core processes and support of
CRM

-
s
low
and complicated qualification of service
case,

-
difficult
assignment of responsibility for particular case,

-
communication
stored in email communication


complicated status
tracking

-
system
need to report the spent time with solving the
case,

-
non
-
keeping
the approved
schedule,

-
missing knowledge base.


Solution:


-
Internal
helpdesk for SAP users, knowledge base (password reset, equipment ordering,...)
based on CRM


back
-
office, user interface for input of service requirements (portal)


front
-
office, time tracking system (
Sharepoint
)


Contribution:

-
quality
service case execution process speed
-
up, reporting and approving timesheets and
supported documents for invoicing, status, case and communication tracking, notification
and escalation of service cases in order to keep up the schedule of service
times

24

Microsoft Dynamics CRM: Global Customer
Base

25

Professional Services

Financial Services

Manufacturing

Retail & Hospitality

Health &

Life Sciences

Public

Sector

Travel &

Entertainment