Customer Relationship Management

Shorten the sales cycle and improve close rates with leads and opportunity management, automated sales processes, quote creation, and order management.

Ensure efficient, consistent customer service

A shared knowledgebase and automated routing and queuing make it easy to serve customers efficiently.

Make informed, agile decisions

Comprehensive reports let you forecast sales, measure business activity and performance, evaluate sales and service success, and identify trends, problems, and opportunities.

Work from Outlook or the Web

Access full sales functionality online or offline through Microsoft Outlook, or work online from any location using a Web browser.

Share information

Tightly integrated Sales and Customer Service modules let employees view, update, and share information across teams and departments.

Use easily

Designed for ease of use, Microsoft Dynamics CRM ensures that your sales team will get started fast, with little training.

Customize and scale easily

Configure user interfaces and workflow processes, customize the solution to fit your business, and scale the installation to meet changing needs.

Integrate powerfully

Integrate with Microsoft Office, Microsoft Business Solutions ERM applications and other business systems.

The CRM solution that grows alongside your business

Microsoft Dynamics Customer Relationship Management

Microsoft Dynamics CRM makes it easy for employees to share information across teams and departments, eliminates redundant data entry, and ensures superior sales and customer service support.

Microsoft Dynamics CRM Features List

Sales

• Microsoft Outlook client: Work online or offline through Microsoft Outlook, with synchronized access to full sales functionality
• Complete customer view: View all contact and account information and history from a central location, including customer service records
• Information sharing: Tightly integrated Sales and Customer Service modules make it easy to share information across departments
• Leads and Opportunity management: Automate leads routing and escalation, convert leads to opportunities, and track and manage opportunities through the sales cycle
• Sales process management: Use powerful workflow rules to automate stages in the selling process
• Quotes: Create customised quotes using a full-featured product catalogue
• Order management: Easily convert quotes to orders, and then modify and save orders until they are ready to be submitted
• Quotas: Measure employee sales performance against individual goals
• Reports: Forecast sales, identify top opportunities and customers, and evaluate trends with robust reporting tools
• Sales literature: Maintain a searchable library of sales literature that can be used online or offline
• Territory management: Create sales territories and manage territory-based processes with workflow rules and reports
• Competitor tracking: Analyse competitor performance and maintain a library of articles on competitor activity
• Direct e-mail: print communications: Using customisable templates, create and send e-mail to targeted prospects and customer groups. Create and send print communications using Microsoft Word Mail Merge

Customer Service

• Case management: Create, assign, and easily manage cases for customer service requests. Manage actions and communications for each case from a central location
• Complete view of accounts: View all accounts, including sales and order information, to identify top customers and better understand specific customer needs
• Automated routing and queuing: Customizable workflow rules let you automatically route service requests and cases to the appropriate representative or to queues for resolution, escalation, or reassignment
• Searchable knowledgebase: Publish support articles and other relevant support information to a searchable knowledgebase
• Service contracts: Easily create and maintain service contracts within Microsoft CRM. When a support case is resolved, relevant contract information is updated automatically
• Auto-response e-mail: Use customizable templates and workflow rules to generate and send auto-response e-mails to customer requests
• E-mail management: Maintain an accurate record of customer-related communications, with automated tracking of customer emails that associates those mails with appropriate customer records

Integration

• Sales and Customer Service modules: Sales and Customer Service modules integrate tightly, making it easy for employees to share information across your business
• Microsoft Office: Sales people can use Microsoft Outlook to work online and offline with access to full sales functionality
• Microsoft Outlook client: Integration with Microsoft Office lets users create print communications using Microsoft Word Mail Merge, as well as export data to Microsoft Excel
• Microsoft Dynamics: Microsoft Dynamics CRM integrates easily with Microsoft Dynamics ERM applications. Key data mapping includes accounts, contacts, product catalogue, pricing lists, orders and invoices
• Third-party applications and Web services: Microsoft Dynamics CRM functionality can be exposed through platform APIs for integration with third-party applications and Web services