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Microsoft CRM | At A Glance
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Microsoft CRM
Customer Growth Worldwide
Over 5,500 customers
Over 150,000 users
Over 1,500 partners
Full suite of marketing,
sales, and service
Native Office experience
Web services architecture
Fast, flexible, & affordable
Two Editions, one designed for
Small Business, the other for Mid
Market / Enterprise Customers
Available in 23 languages*
+100%
+100%
FY 03
* Version 3.0 through mid-2006
FY 04
FY 05
The CRM Market Today
North America and EMEA are growing
at 6.2% per year in 2005-2009;
LATAM, Japan, and Asia/Pacific are
growing at 9.3% per year.
North America
2,000.00
1,800.00
1,600.00
1,400.00
1,200.00
1,000.00
800.00
600.00
400.00
200.00
0.00
Small
Midsize
Enterprise
EMEA
Asia/Pacific
Japan
47%
13%
40%
2006
Mid-market and enterprise are big now
Small Business is growing fast
Source: Gartner Inc.
What is CRM?
How does it differ from simple “contact management”?
• Customer-facing
– Sales, service, and marketing activities
• Process-focused
– Workflow drives consistent execution
• Team-oriented
– Collaborate with others inside & outside
of the organization
What Do Businesses Need From a CRM
System?
• Strong user adoption
– If your people won’t use it, it has no value
• Great business fit
– Consistent processes and real-time visibility
• Fast, flexible, and affordable technology
– Quick to deploy and easy to manage
Microsoft CRM | Reinventing CRM to Drive Success
Works the Way
You Do
Works the Way
Your Business Does
Works the Way
Technology Should
More productivity
In day-to-day
CRM tasks
Better management
control and
visibility
Reduced load
on IT implementers
and operations
Common user experience
with Office & Outlook
Powerful workflow drives
consistent processes
Simplified installation
and maintenance
Reduced click counts
for every task
Automated alerts and
exception handling
Common configuration
and customization tools
Complete capabilities
in the office & on the road
Closed-loop tracking
and reporting
Integrates easily
via Web services
The Customer Management Pyramid
Link what we know about customers,
with the point at which we interact with them
Organizational strategy
Microsoft Dynamics ® CRM
Customer detail, business
analysis
Data
History
Automation / Workflow
Customer-related
business processes
Customer contact
management
Touch points
management
Sales
Marketing
Routing
Queuing
Voice In
Monitoring
Reporting
Scheduling
Scripting
Voice Out
SMS
Service
Support
Avaya IP Office
Touch Point Centre
Web
Email
Web chat
(Customer Interaction
Management)
IP Office Customer Management:
IP COMMUNICATIONS
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IP Office (406 – 412)
Compact Contact Center
V5
VoiceMail Pro 3.0
AV-MSCRM Telephony
Integration
• Key Business Benefits
• Provides a true all in one CRM
Communications solution
–All provided through one point of contact
• Integration provided out of the box, no 3rd
party software required
CUSTOMER RELATIONSHIP
MANAGEMENT
• Microsoft Dynamics ® CRM
3.0
– Microsoft CRM Small
Business Edition
• Server
• Users
– Microsoft CRM Professional
Edition
• Server
• Users
Functional view of IP Office Customer Management
MS CRM Sales/Customer Service/Marketing
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Lead management
Opportunity management
Account & contact mngt
Activity & task management
Direct email
Territory Management
Set of reports
Lead Routing
Workflow
Sales process management
Product catalog
Quotes, orders, invoices
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Case management
Service request
Searchable knowledgebase
Queuing
Account & contact management
Activity & task management
User & Business management
Set of reports
Customization tools & utilities
Workflow
Contract management
Routing
Product catalog
Calendaring
-Craft direct-mail pieces
-Launch Campaigns
-Track Campaign results
-Cost
-Revenue
-Pipeline mgmt
IP Office & IP Office Applications
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Full featured PBX/IP PBX
LAN/WAN Networking
VPN Support
Call routing
Voice mail
Auto Attendance
Reporting & statistics
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User management
MS CRM Integration
Call queue management
Multimedia: voice, email, web chat
Voice recording
Number recognition & presentation
IP Office Customer Management:
Implementation
User
MSCRM
IP Office Server
Status
IP Office Customer Management:
Inbound Screen Pop
MSCRM
IP Office Server
Caller ID/
Account #
Example: Incoming caller rings into
an auto attendant/IVR, dial in their
account number which is converted
to a call data tag, providing a screen
pop directly into the account screen
on Microsoft CRM™.
Determine which screen you want
“popped” upon an inbound call
Microsoft CRM
Service Department
SBE or Professional Editions
IP Office Customer Management:
Outbound dialing from account, contact, leads and
phone activity screens
• Built into Microsoft CRM: easy to use!
Splash Screen
New in MSCRM 3.0
• Resolve Multiple Matches
– Answer Bar
Customer Success Stories - Blood Diagnostics
“The CRM solution has made a tremendous impact on the efficiency of our sales team.
With our sales representatives typically making between 70 – 100 calls a day, even
seconds saved on each call can affect our bottom line.” Toby Selix, CIO
Customer Business Challenge:
•Network two remote locations with main headquarters office and dramatically reduce
inter-company toll and long distance call expenses
Solution:
•Acquired Avaya IP Office 406 with advanced applications
•Voice Messaging with Auto Attendant, Phone Manager Pro, Avaya
Microsoft CRM Integration Software
Customer Results/Benefits:
•Dramatically reduced toll and long distance charges for inter-company calls
•Seamlessly integrated with the Microsoft Dynamics ® CRM application resulting in
improved customer service
•Connected three locations on one system to provide customers with better service and
more available agents
Note: Can be found on the BP Portal: Marketing/Customer Showcase & Reference Program
Customer Success Stories
“Need quote”
Customer Business Challenge:
•The company needed a robust call center and CRM solution that would allow them to
track and report calls accurately
Solution:
•Acquired Avaya IP Office 406 with advanced applications
•VM Pro, Compact Business Center, Avaya Microsoft CRM
Integration Software, MSCRM 3.0, Weston Technology AudioNet
Customer Results/Benefits:
•Reduced turn around time for medical care for customers
•Efficient tracking of business productivity including intelligent call routing
•Achievement of strict Service level agreements via tracking and call recording via IP
Office and Microsoft Dynamics ® CRM
How do you start get started?
• Partner with a Microsoft CRM reseller
– Contact your CAM
• Become CRM certified
– Agree and sign the on-line Microsoft CRM Software Advisor Agreement:
https://mbs.microsoft.com/forms_secure/mscrm/relationshiptype.aspx
– On-Line Courses available/ Certification needed on the following:
Microsoft CRM Application (3 courses)
Microsoft CRM Installation & Configuration
Microsoft CRM Customization
– Partner needs a minimum of two individuals who have passed the
following certification exams between them:
– Certification exams – Vue or Prometric Testing
Official Convergence Communication Provider
for the 2002 and 2006 FIFA World Cup™
and FIFA Women’s World Cup 2003
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