CRM

Hosted Services CRM

Expand all Collapse all

• Sales & Marketing

  
  Microsoft CRM provides easy-to-use features and capabilities to help improve the way sales and marketing target new customers.

• Sales : Create Demand and Generate New Business

  
  No matter how complex a company’s sales processes are, Microsoft CRM provides easy-to-use features and capabilities to help improve the way sales and marketing organisations target new customers, manage marketing campaigns, and drive sales activities. The Sales module helps you:
  

  • Increase the sales pipeline with qualified sales leads and opportunities.
  • Maximize the sales strategy through centralised, coordinated sales processes.
  • Enable the sales force to arrive prepared for important customer meetings by accessing sales opportunities and service histories for each customer.

• Marketing : Better Decision-Making and a Clearer View of Customers

  
  In today’s information-driven economy, most companies are awash in customer data. Success requires the ability to transform that information into clear, actionable knowledge and respond more quickly to changing customer needs and preferences. With Microsoft CRM, sales and marketing organisations can have instant access to complete customer information no matter where it is stored, along with the tools needed to turn that information into action. This allows your sales and marketing force to:

  • Create a single view of each customer based on every piece of information collected.

  • Focus marketing efforts using intelligent list and segmentation tools.

  • Execute smarter marketing campaigns with powerful analytic tools.

  • Understand what customers are really saying with reporting and analysis tools built on Microsoft SQL Server

• Deliver Superior Customer Service

  Utilize multiple interaction channels, including phone calls, e-mail messages, in-person communications, and self-service Web sites.

  Deliver Superior Customer Service

  Utilize multiple interaction channels, including phone calls, e-mail messages, in-person communications, and self-service Web sites to quickly create, manage, and resolve service issues. Use streamlined access to cases, customer history, Service Level Agreements (SLA's) and a powerful Knowledge Base to support customers effectively and productively. Enable customer service representatives to create a more consistent service experience using agent scripting provided through Windows Workflow Foundation or integrated
  3rd party products.

  Manage Work More Efficiently
  
  Create a productive work environment for your customer service representatives with Microsoft Dynamics CRM. Whether implemented through Microsoft Office SharePoint® Server, within the context of a contact center agent desktop, or as a natural extension of Microsoft Outlook®, Microsoft Dynamics CRM can help your business to productively manage customer incidents, service contacts, and knowledge from a single, scalable business application. With the familiar Microsoft Dynamics CRM interface, your business can quickly bring new service representatives up to speed while reducing training costs.

• Automate Service Processes

  
  Assign, manage, and resolve support incidents with automated routing, queuing, and escalation of service requests.
  
  Automate Service Processes
  
  Assign, manage, and resolve support incidents with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail. Use Windows® Workflow Foundation to create and execute robust service processes that span the customer service organisation. For enterprises seeking to make service a core competency of their organisation, Microsoft Dynamics CRM can extend throughout the customer value chain to include other departments or areas of the business, as well as partner and supplier organissations.
  
  Resolve Issues Quickly and Accurately
  
  Improve your first-call resolution rates using a searchable, shared knowledge base of articles organised by product and service category, as well as through integrated “Presence” information and instant messaging. Quickly locate and communicate with subject matter experts, managers, or supervisors using contact information that is embedded right in the CRM user experience. Utilize this advanced capability, as well as click-to-chat and click-to-call functionality, with Microsoft Dynamics CRM and Microsoft Office Communications Server 2007 to truly differentiate the customer experience.