Solution overview
Microsoft’s complete Customer Relationship Management (CRM) solution unifies people, data and processes with a suite of intelligent applications that work seamlessly together in the cloud or on-premises.
Create and maintain a clear view of customers from first contact through purchase and post-sales. Track all your customer interactions and data in one place. Drive productivity higher by automating sales processes, streamline sales cycles and reduce costs.
With Microsoft CRM software you can…
Automate your sales process
Set up territories and teams for optimal organisational efficiency. Streamline offer management with bespoke price lists and discounts. Set up goals to track sales rep quotas. Boost productivity, gain key insights, streamline sales cycles, and reduce costs.
Manage opportunities effectively
Capture and track all opportunities in the system. Utilise organisation-specific sales stages. Establish an organisation-wide process for developing leads. Take business decisions based on real-time information on the opportunity pipeline. Effectively measure wins and losses.
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.
Collaborate in real-time
Create, edit and approve sales literature items. Store and search for all your sales information in a single place. Track your product information, presentations, brochures, policies, procedures, white papers, competitive information, price lists, annual reports, and manuals.
Maximise 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 customer needs. Maximise profitability by selling to existing clients. Suggest alternatives to better fit needs.
Access data on any device
Capture and track all lead details in one system, even when traveling. Access and act on customer data from any type of device. Update, qualify, or assign leads and opportunities when on the road. Analyse sales status with rich offline reporting.
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 sales person. 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 organisational workflows. Dynamically assign tasks to the right person using configurable rules. Accelerate approvals using predefined workflows. Set alerts and reminders of campaign milestones to inform appropriate people.
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.
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.
Streamline service scheduling
Define services with related resources and work schedules to increase precision. Gain a centralised view of service workers’ calendars and resources to optimise 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 organise, prioritise, 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 analyse 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.
Analyse and act on market intelligence
Allow sales, marketing, and customer care professionals to listen, gain insights, and more effectively engage with customers across social channels. Measure sentiment across a wide array of social channels to analyse and act on market intelligence. Enable 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 sources including Twitter, Facebook, Instagram, videos, blogs, forums, news syndication, and 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.
CRM applications
Dynamics 365 delivers the full spectrum of CRM through a suite of individual apps. The role-based applications can be licenced and used individually or together (Customer Engagement Plan). The option of full or light (Team member) user subscriptions means you pay only for how much you need, and add additional apps or users as your needs grow.
Deep integration
Dynamics 365 CRM solutions are integrated across the Microsoft portfolio. Take advantage of sales analytics in Power BI, real-time document co-authoring in Word, customer interaction in Microsoft Social Engagement, and native Outlook, Excel, Skype and OneNote integration.
Sales teams can work on data and surface actions directly within Office 365. Quotes can be created using customer insights, accurate pricing and inventory data, and then recorded in the appropriate system, including any custom discounts offered, and sent to the customer – without ever having to leave Outlook.
Challenges
Sometimes storing customer data becomes chaotic, making efficient work difficult.
CRM offers a centralized database, so all customer information is available in one place. This facilitates better service and personalized offers.
Updating and tracking the popularity of training or product offers can be challenging.
A management system (e.g., CRM) enables easy management of offers, analysis of popularity, and effectiveness of individual products or services.
Manual processing of training registrations is time-consuming and prone to errors.
CRM offers an automated registration system that minimizes the risk of errors and allows participants to register for events independently
Coordinating resources and logistics for training can be complicated.
Automating training processes through CRM allows for effective management of all aspects of execution, from assigning trainers to managing rooms and materials.
Administrative and financial processes can be time-consuming.
CRM streamlines billing by automating the generation of invoices, contracts, and certificates.
Advantages
A CRM system enables the collection and organization of customer information. This helps the company better understand their preferences, purchase history, and individual needs. This is crucial because the more we know about the customer, the easier it is to ensure their satisfaction and loyalty.
With a CRM system, employees have access to personalized customer data. This facilitates communication, allows for quicker responses to customer needs, and helps build lasting relationships.
CRM enables the collection of data on the effectiveness of activities, market trends, and customer behavior. This information is invaluable when making strategic decisions within the company.
CRM allows for the automation of many operations, such as contact management, handling inquiries, and tracking sales. More efficient processes lead to time savings and increased productivity for the entire company.
A CRM system helps identify potential customers and conduct marketing and sales activities. Better understanding of customer needs translates into higher chances of closing transactions and maintaining customers in the long run.
With a CRM system, data, schedules, and tasks can be better managed. This leads to greater control over processes and effective time utilization by employees.
