1. CDM Microsoft Dynamics CRM for Unions
Microsoft CRM Union
and optional related
modules for Microsoft
Dynamics CRM 2011

2. CDM Microsoft CRM Software architecture
Union Basis Module
IntegrationTool
Mobile
MS CRM
Dynamics CRM Metadata CDM Development foundation
Recruitment
Churn
Event
SMS
Callcenter
LoyaltyProgram
e-survey
Customizations
Digitalmagazines

3. Union Basis
Union Basis
• Standard member data
(Ex. Member basis data, essential dates, education, name of employer,
skills , certifications etc.)
• Membership segmentation model
(Ex. Age, gender, skills, current status potentiel member, current
member and previous member see fig.).
• Membership log
(Ex. Log of all union related member activites i.e. Calls, e-mails
documents, activities who has done what etc.)
• Team structure
(Ex. Team pool activities).
Segments - 20 21 - 28 29 - 42 42 - 62 63 +
New 1 2 3 4 5

4. CRM for Union – Basis – Planning Center
• Planning Center
(Ex. My day, member pool activities, early warnings, TODO, planned
meetings, campaign generated activities etc.).
• Dashboards
(Ex. Number of members lost YTD, Number of members won back YTD, Cost
per new member, Loyalty ratio, Loyalty programs Win back percentage etc.)
Planning Center

5. Utilization of recruitment resources
Recruitment
• Planning recruitment resources
(ex. # meetings, calls , social arrangements, cost per recruited member etc.)
• Resource optimization
(ex. Optimizing , teams, skills, districts, companies, organized labor vs. not
organized etc.)
• Recruitment KPI indicators
(ex. Dashboards for managers , cost per recruited member, number of
activities budgetted compared to actual etc. )

6. Loyalty programs
Loyalty programs
• Loyalty Matrix
(ex. Loyalty and satisfaction parameters, loyalty F/S etc.)
• Data collection and handling
(ex. Integration to e-survey, telemarketing module, mobile device,
workflows enhancing customer loyalty and satisfaction etc.)
• Graphics and management
(ex. Loyalty maps link to financials, multi dimensional satisfactions analysis)

7. Churn
Churn programs
• Churn segmentation
Ex. Early warnings on risc members, sub segmentation of members preparing to
leave the union etc.)
• Churn programs
(ex. Sub segmentation with automated win back programs workflows, call center
calls etc.)
• KPI churn programs
(Ex. Cost per member won back, number of members won back etc.)

8. Multidimensional communication matrix
Digital magazines
• Communication channel selection
(Ex. Preferred communication channel i.e. e-mail, Call, SMS, letter. Opt-in, Opt-
out management etc.)
• Context driven segmentation
(Ex. Profile driven segmentation ie. age, skill, status)
• Context driven communication
(Ex. Personalized mass communication, text variations,
digital magazines, digital links etc. )
Segment 1 Segment 5
Segment 11 Segment 14

9. Union Events
Event Management
• Event templates
(ex. conference, seminar, breakfast meetings , education etc.)
• Workflow supported
(ex. Invitation, response etc.)
• Manage and visualize status
(ex. Event participation, lodging, transportation etc.)

10. Call Center in – and outbound
Call Center
• Telemarketing outbound
(ex. Phoners, call script, CTI, coding, batches, meeting calendar, material
handling, workflows etc.)
• Telemarketing inbound
(ex. 1st level, 2nd level support, Call in database look-up, A-number/B-
number, Coding, Workflows etc.)
• Reporting
(ex. Calls per meeting, Calls per order, Calls per phoner per hour, Average
number of Calls, Peak hours etc.)

11. SMS
SMS interview
• Questionnaire handling
(ex. Mass Broadcast, questions and possible answers, trigger based
functionality, scoring, reminder workflow etc.)
• Standard Integration
(ex. Loyalty program)
•
• Graphics and management
(ex. Multidimensional analysis and graphics)

12. E-survey
• Questionnaire management
(ex. Create questions and possible answers, trigger
based functionality, scoring, workflow etc.)
• Standard Integration
(ex. Loyalty program)
• Graphics and management
(ex. Multidimensional analysis and graphics)
E-survey

13. Mobile devices
Mobile device
• Standard mobile interface
(ex. Windows, Android, iPad, iPhone - No need of any middleware! )
• Offline supported
(ex. SQL Server Compact Edition local database)
• Easy management of set-up
MobileCRM
Client Application
SQL Server
Compact
Client Database
ClientServer
Microsoft
Dynamics CRM

14. Integration tools
Integration tools
• Standard integration
(ex. Experian ,D&B , NN etc. )
• Configurable
(ex. Interface to ERP, Data warehouse etc.)
• Management
(ex. Job queues Transfer status, Warnings etc.)
Standard solution
External
Internal
Configurable
- Experian
- RKI
- D&B
- N&N
- Revenue
- Products
- LID
- Traffic
- BI
- Privileges

15. CDM Basis price structure Union (EURO)
Overview:
Modules
E-survey
Mobile
Integration tools
Recruitment
Call Centre
Churn
Loyalty program
Event
Digital Magazines
Basis
Start up fee
per user
0
0
0
0
0
0
0
0
0
180
Rental model
per user /month
15
10
10
10
10
10
15
15
10
10
On-premise incl.
SA first year
170
140
140
140
140
140
170
170
140
140

16. General price information
• All pries in Euro
• Basis module includes 2 add in
modules free
• Software Assurance 22 % yearly
• Named users
> 50 users 5 %
100- 500 users 10 %
501-1.500 users 15 %
> 1.500 users negotiable
Discount Model