The success of your company is directly related to the success of the people who work for you. Microsoft Dynamics is a line of integrated, adaptable business management solutions that enable your people to make important business decisions with greater confidence. Microsoft Dynamics works like and with familiar Microsoft software—easing adoption and reducing the risks inherent with implementing a new solution. These solutions automate and streamline financial, customer relationship, and supply chain processes in a way that can help you drive business success. One of these effective solutions is Microsoft Dynamics™ CRM.
Microsoft Dynamics™ CRM helps you maintain close contact with your customers and prospects, and manage sales and marketing initiatives and track their results. Moreover, Microsoft Dynamics™ CRM can also assist you in identifying emerging customer needs early and respond to them before the competitors do.
Microsoft Dynamics™ CRM can help extend the skills, processes, and tools you already own and use, and enable you to derive more value from existing investments. You can automate many routine and frequently occurring tasks, help reduce rekeying data and other busywork, and concentrate on making a difference for the business. Work the way you prefer to run your business—but with measurably increased results and tangible improvements across your processes and key relationships.
The CRM solutions and capabilities within Microsoft Dynamics connect closely to other Microsoft technologies that you may already use. This brings together data, helping your sales people to answer customer questions without making the customer wait. Marketing planners can review the true results of marketing campaigns, from customer inquiries to sales and services delivered. Managers can use business data to assess the value of customer relationships for your organization and make them more productive.
Advantages
Help ensure efficient customer service processes: Assign, manage, and resolve support incidents successfully with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail.
Understand customer needs: Microsoft CRM includes reports that let you identify common support issues, evaluate customer needs, track processes, and measure service performance.
Share information more easily: Identify top customers and prioritize service needs with a complete view of accounts, including sales and order information as well as support information.
Create a shared knowledge base of support information: Resolve support issues accurately and efficiently using a searchable, shared knowledge base of KB articles.
Customize and scale: Configure user interfaces and workflow processes, customize the solution to fit your business, and scale the installation to meet changing needs.
Integrate with Microsoft Business Solutions: Eliminate redundant data entry and streamline business processes through integration with Microsoft Business Solutions Financial Management.
Additional Advantages
Case management: Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
Service requests: Automatically associate incoming support inquiries with the appropriate case.
Queuing: Send cases to a waiting area-the queue-where they can be easily accessed by individuals and teams.
Routing and workflow: Route service requests automatically to the appropriate representative or teams for resolution, escalation, or reassignment.
Searchable knowledge base: Resolve common support issues quickly by using a searchable knowledge base that contains relevant articles. Built-in review processes help ensure that published information is complete, correct, and properly tagged for search.
Contract management: Create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, relevant contract information is updated automatically.
E-mail management (includes auto-response e-mail): Maintain accurate customer-related communications records with automated tracking of customer e-mail messages. Generate and send auto-response e-mail to customer requests.
Product catalog: Work with a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options.
Reports: Use comprehensive reporting tools to help identify common support issues, evaluate customer needs, track service processes, and measure service performance.
