EXECUTIVE SUMMARY - FEATURES AND BENEFITS
Microsoft Business Solutions CRM helps mid-market businesses build profitable customer relationships.
Integrated Sales and Customer Service modules enable employees to share information to improve sales success and deliver consistent, efficient customer service. Sales and customer service features include leads and opportunity management, a complete view of customer history, automated incident management, and a searchable knowledgebase.
Microsoft Business Solutions CRM also includes reporting tools for accurate forecasting and measurement of business activity and employee performance. Built using Microsoft .NET–connected technologies, Microsoft Business Solutions CRM is easy to deploy, customise, and use, accessible from Microsoft Outlook® and the Web, it integrates with other business applications via Biztalk, and scales as your business grows.
Increase Sales Success
Shorten the sales cycle and improve close rates with leads and opportunity management, customisable workflow rules for automated sales processes, quote creation, and order management.
Understand Customer Needs
Comprehensive reports let you forecast sales, measure business activity and performance, track sales and service success, and identify trends, problems, and opportunities.
View Complete Customer Information
Microsoft CRM offers a centralised, customisable view of sales and support activity and customer history.
Work From Microsoft Outlook or the Web
Access full sales functionality online or offline with Microsoft Outlook, or work from any location using a Web browser.
Share Information
View, update, and share sales and customer service information across teams and departments.
Integrate Powerfully
Integrate with Microsoft Office, Microsoft Business Solutions Financial Management and other business systems.
Microsoft CRM Sales Overview
- Microsoft Outlook Integration: Work online or offline using Microsoft Outlook, with access to accounts, opportunities, products, quotes, orders, sales literature, and more. Microsoft CRM contacts, appointments, tasks and e-mail capabilities are integrated with Outlook.
- Complete Customer View: View and manage customer account activity and history, including: contact information, communications, open quotes, pending orders, invoices, credit limits, and payment history.
- Lead Routing and Management: Track information on prospective customers, then qualify and assign inquiries. Leads can be automatically routed to the correct salespeople or teams.
- Opportunity Management: Convert qualified leads easily to opportunities without data re-entry and then track opportunities throughout the sales cycle.
- Sales Process Management: Initiate, track, and close sales consistently and efficiently with workflow rules that automate stages in the selling process.
- Product Catalogue: Work with a full-featured product catalo that includes support for complex pricing levels, units of measure, discounts, and pricing options.
- Order Management: Quotas, Orders and Invoices: Create and convert quotes to orders, then modify and save orders until they are ready to be submitted. If a financial application is integrated, invoices for orders are published automatically into Microsoft CRM from that system.
- Quotas: Use customisable quotas to measure employee sales performance against goals. As opportunities are closed in Microsoft CRM, they are credited against the assigned quota.
- Territory Management: Create territories for salespeople, enabling them to manage and evaluate territory-based sales processes with workflow rules and reports.
- Reports: View, sort, and filter a wide range of reports to identify trends, measure and forecast sales activity, track sales processes, and evaluate business performance.
- Sales Literature: Create, manage, and distribute a searchable library of sales and marketing materials, including brochures, white papers, and competitor information.
- Competitor Tracking: Maintain detailed information on competitors in a library and associate that information with opportunities and sales literature. Reporting functionality tracks competitor activity by product, region, or other criteria.
- Workflow: Automate leads routing, notifications, and escalations. Workflow rules also make it easy to generate and send auto-response e-mail to customer requests.
- Correspondence and Mail Merge: Use customisable templates to create and send e-mail to targeted prospects and customers. Print communication materials can be created and sent using Microsoft Word Mail Merge.
- Integration with Microsoft Business Solutions: Microsoft CRM integrates easily with Microsoft Business Financial Management, including key data mapping for accounts, contacts, product catalo, orders, and price lists.
Offer superior customer service and increase capacity to handle requests, without adding employees. Microsoft CRM Customer Service helps your service representatives track customer requests, manage support issues from initial contact through successful resolution, and provide customers with the consistent, efficient service that ensures satisfaction.
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 prioritise 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.
Customise and scale
Configure user interfaces and workflow processes, customise 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.
Microsoft CRM Customer Service Features
- 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 catalogue: Work with a full-featured product catalogue 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.
- Integration with Microsoft Business Solutions Financials: Microsoft CRM integrates easily with Microsoft Business Solutions Financial Management. Key data mapping includes accounts, contacts, product catalogue, orders, and price lists.
Microsoft CRM is designed to meet budget and support needs for mid-market businesses. Delivery and implementation through certified Microsoft Business Solutions partners include hands-on assistance with setup and maintenance processes, along with comprehensive training and support resources.
