Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Top 5 + 1 Reasons And Examples of Why Companies Use Microsoft CRM

1,914 views

Published on

Top 5+1 Reasons and Examples of Why Companies Use Microsoft CRM
--------------------------------------------------------------------------------
#1 Dynamics is a CRM that works completely from within Microsoft Outlook

#2 Microsoft CRM Improves Customer service

#3 Microsoft Dynamics CRM helps Boost Sales Conversion Rates

#4 Dynamics CRM Improves Marketing ROI and Helps Generate new Prospects

#5 Microsoft CRM makes Customization and Reporting Easy

Bonus Tip: Microsoft Dynamics CRM is Your LOWEST Total COST Solution

Published in: Technology
  • Be the first to comment

Top 5 + 1 Reasons And Examples of Why Companies Use Microsoft CRM

  1. 1. eSMasterClassWebinars Top 5 + 1 Reasons and Examples of Why Companies Use Microsoft Dynamics CRMDavid GoadManaging Director, eSavvywww.eSavvy.com.au
  2. 2. Agenda INTRODUCTIONS THE CHALLENGE BACKGROUND ON DYNAMICS CRM TOP 5 REASONS AND EXAMPLES OF WHY COMPANIES USE DYNAMICS CRM ABOUT ESAVVY QUESTIONS
  3. 3. Introductions David Goad Managing Director in eSavvy
  4. 4. A Specialist in Microsoft Dynamics CRM.We are a Gold Certified partner. Recognised for our expertise. We won 2012 APAC partner of the yearExperienced in more than 150 plus Deployments.eSavvy has worked with a number of major accounts. Leaders in CRM deployment methodology. We teach other partners in it’s use. Satisfied Customers is our goal. 100% of our customers surveyed said they would refer us.
  5. 5. The Challenge – The Business Environment has changed Business in the 1960’s… Time to relax Cocktails in the afternoon A mini bar in your office Dinner parties every night No internet or Facebook The most complex piece of technology you had to use was a typewriter
  6. 6. The Challenge – The Business Environment has changed Business in 2012… Shrinking budgets Increasing targets Increasingly sophisticated target audiences who use a multitude of technologies to take a decision Internet and Social Networking Complex multi-modal buying behaviour Bring Your Own (BYO) Mobile Device means data on the go in any form factor …..Finding and Retaining Customers is more important and more complex than ever. Hence why having a good CRM system has become more important.
  7. 7. WHAT IS MICROSOFT DYNAMICS CRM?www.eSavvy.com.au
  8. 8. Microsoft Dynamics CRM is ...  A Full Suite relationship management solution in it’s 5th release  Over 2,500,000 users in more than 80 countries with 40+ languages  Over 40,000 customers from small to enterprise  Over 1,200 partners delivering CRM Solutions  Deployments as large as 40,000 users in Australia  Certified scalable to 150,000 concurrent users
  9. 9. Microsoft Dynamics CRM is a LEADER ... According to the Analysts Microsoft Dynamics CRM is a Leader in…. Sales Force Automation Contact Centre Source: “Magic Quadrant for CRM Customer Service Contact Centers,” Gartner., April 2010. Customer Service
  10. 10. Microsoft Dynamics CRM provides “ThePower of Choice”…
  11. 11. MAIN REASONS AND EXAMPLES OF WHY COMPANIES USE MICROSOFT DYNAMICS CRM?www.eSavvy.com.au
  12. 12. Reason #1CUSTOMER RELATIONSHIP TOOL THAT WORKS COMPLETELY FROM WITHIN OUTLOOK
  13. 13. Next-Generation Outlook Client The Dynamics CRM Outlook Client was written by the Outlook Development Team. So you wont get a Better integration One Click Integration of … Emails Activities and Tasks Meetings
  14. 14. With Enhanced Navigation and User Interface That puts information at your figure tips… – Personal views – Record pinning – Most-Recently Used lists – Real-time record filtering – User configurable layout
  15. 15. Customer Relationship Tool that works completely from within Outlook Easy end user adoption as the product has an “Office” look and feel and extensive “help” functionality. Users can configure the system to their needs allowing them to only see the information they want to see Easy to use Dashboards, In-line Analytics and Reporting Ease of access (Online vs. On-premise; Mobile vs. Outlook vs. Laptop client) Easy to configure CRM to your specific needs. Easy to change your system as you change your business processes
  16. 16. Example #1CUSTOMER RELATIONSHIP TOOL THAT WORKS COMPLETELY FROM WITHIN OUTLOOK eSavvy Sales Literature
  17. 17. Reason #2 MICROSOFT DYNAMCS CRMIMPROVES CUSTOMER SERVICE
  18. 18. Understand your Customers (360 Degree View) • Everything about your customer in one screen… – All internal data such as Contacts, Orders, Invoices, Acti vities, Documents, Relationship , Notes, Comments – External data such as Social Networking Feeds, Industry Buzz, Location Maps
  19. 19. Enhance Your Process Mgmt. through Workflows andQueues • Queues against any entity • User and team queues • Check-in/Check-out • Queue routing
  20. 20. Improve your Call Processes through Guided Dialogs • Improved Customer Services Processes… • Guided flow and prompts • Embeddable tips, queues and hyperlinks • Dynamic and static response support • Inline queries of CRM data
  21. 21. Dynamics CRM Improving Customer Service Through Providing a 360 Degree View of the Customer/ Contact Ability to manage high volumes of Complaints and Cases easily Improved throughput and efficiency through Queue Management Process Automation through Workflows and Dialogs Full Integration with free Customer Portal
  22. 22. Customer Service Success with Dynamics CRM Customer Loyalty Agent Productivity Service Excellence Knowledge Management• Improved customer satisfaction • Improved agent productivity • Improved bottom line by 20% • Access to contextual Info• Reduced customer churn • Increased 1st contact resolution • Improved 1st issue resolution • Streamlined KM activities• Identified new opportunities • Reduced call handling times • Consolidated data / applications • Pre-populated response template Analytics Process Automation Contract Management Case Management• Actionable insights • 10x > single product sales • Ability to track compliance • Multi-tier case management• Real-time customer data reports • replaced manual processes • Optimized contract fulfillment • Dealer self-service for cases• Improved KPI monitoring • Increased service productivity • Accurate pricing and terms • Improved service to dealers “With Microsoft Dynamics CRM, we’ll be able to keep up with 20 percent annual increases in customer inquiry volume without having to increase staff on our Customer Care team.” - Davonne Minshew, Customer Care Manager at Hard Rock International
  23. 23. Example #2 MICROSOFT DYNAMCS CRM IMPROVES CUSTOMER SERVICEeSavvy Service Workflows
  24. 24. Reason #3 MICROSOFT DYNAMICS CRMHELPS BOOST SALES CONVERSION RATES
  25. 25. Full Sales and Pipeline Management Sales and Pipeline Management within Dynamics CRM allows you to… • Improve Forecasting • Understand Win/ Loss Ratios and their causes • Configure Structured Sales Processes
  26. 26. Mapping Complex Relationships through Connections Connections within Dynamics CRM allows you to… • Map Complex Relationships • Connect any entity • Definable roles • Easy association of roles to individuals • Time based queries
  27. 27. Managing Sales and Customer Service TeamPerformance through Goals Understand how your business is doing real time… • Fiscal or custom time period • User and team goals • Amount, count or stretch based goals • Hierarchical with roll-up
  28. 28. With Full Sales Activity Management and FlexibleActivities Manage your sales teams activity with … • Custom activities support • Bulk actions (complete, cancel, Set Regarding) • Event driven activities (i.e. case resolution) • Re-occurring appointments
  29. 29. Dynamics CRM Boosts Sales Performance by… Full Sales and Pipeline Management Processes Mapping and Managing Complex Customer Relationships Goal Management to help manage performance Full Sales Activity Management
  30. 30. Examples of Improved Sales Productivity… Real-time Analytics Lead Management Opportunity Management Account Management• 360-degree customer view • Real-time dashboards • Time to create opportunity 30m→1m • Holistic customer view across org.• Sales agreements & contracts • Telephony integration • Cross-sell opportunities up by 210% • Avg. contribution rate up by 43%• Integrated with SAP R/3 • Saves $13K / month from SFDC • “Friendly fire” incidents down by 90% • Avg. problem resolution time 75% Sales Collaboration Pipeline Management Order Management Performance Management • Streamlined communications • Automated key processes • Streamlined purchase orders • Customer management • Centralized parts & pricing • Pipeline reports 2 days > 2 min • Real-time ERP Integration • Complex sales processes • 20% increase in productivity • Reduced sales costs by 20-30% • Reduced delivery time 85% • Integrated to retail systems “The notion that a lead is worked in the system until it becomes a viable contact, account, and/or opportunity, is a good way to drive positive results.” - Thomas Doerr, Project Delivery Director, CH2MHill
  31. 31. Example #3 MICROSOFT DYNAMICS CRMHELPS BOOST SALES CONVERSION RATESeSavvy Lead Management
  32. 32. Reason #4 MICROSOFT DYNAMICS CRMIMPROVES MARKETING ROI AND HELPS GENERATE NEW PROSPECTS
  33. 33. Email Marketing at its best An Email Tool that allows your Marketing Team to quickly and easily create professional looking marketing emails themselves. Target your communications to your prospects and customers with emails that have Dynamic Content.
  34. 34. Surveys with skip logic to Capture Market Intelligence Gain Market Intelligence … • Understand the demand for your offerings • Use skip logic to ask relevant questions and can complete survey’s faster.
  35. 35. Connect with Web VisitorsAnonymous Visitors Identified Organizations Identified Visitors Qualified Visitors
  36. 36. Automated Lead Nurturing and Scoring • Track interactions with each of your contacts • Automatically Qualify and Contact them when the need to be contacted • When you contact them have more meaningful interactions
  37. 37. And full Social CRM Capabilities Full Social Networking Integration with Twitter, Facebook and LinkedIn facilitates “Social Monitoring” and Lead Generation Activity Feeds allows you to keep on top of those big issues and manage business complexity
  38. 38. It Improves Marketing Performance and GeneratesNew Customers through Dynamics Marketing Lists for targeted marketing Full Closed Loop Marketing with ROI Measurement Full Email Marketing with Inbox Preview and Dynamic Content Lead Nurture and Lead Scoring Web site Integration and Analytics Automated, Contextual Emails and Texts Easy to create Landing Pages, Forms and Questionnaires
  39. 39. Examples of Marketing Effectiveness Real-time Analytics Marketing Planning Needs Analysis Segmentation• Real-time reports and analytics • Centralized marketing planning • Needs analysis profile • Integration to retail systems• Empowered marketing staff • Local marketing execution • Pinpoint segmentation • In-depth analysis/segmentation• Streamlined marketing ops. • Proactive decision making • Tailored cross-sell campaigns • Most profitable/costly segments Lead Management Campaign Management Process Automation Performance Management• Holistic lead management process • Pinpoint campaigns and offers • Integration to ext/internal systems • Streamlined “Birthday Program”• Reduced qualification time by 87% • 1,000 new customers in 1 campaign • Intelligent lead distribution • Increased membership 7-fold• Increased lead quality by 75% • 93% season ticket holder renewal • Streamlined sales matches by 25% • Reduced lead costs 80₵ to pennies “ Microsoft Dynamics CRM provides us the ability to better serve our customers by delivering relevant communications and the innovative products they desire.” - Heather Dorr, Senior Marketing of Marketing Information Systems, Cold Stone Creamery
  40. 40. Example #4 MICROSOFT DYNAMICS CRMIMPROVES MARKETING ROI AND HELPS GENERATE NEW PROSPECTS eSavvy Email Management
  41. 41. Reason #5 MICROSOFT DYNAMICS CRMMAKES CUSTOMIZATION AND REPORTING EASY
  42. 42. With Role Tailored Forms • Role-based forms • Multiple forms per entity • Drag n’ Drop creation • Web and Mobile support
  43. 43. Real-Time Dashboards and Inline Visualizations • Real-time data • Personal or system dashboards • Point-and-click creation • External data integration • Contextual analytics • Drill-down capability
  44. 44. And Easy to Configure Charts and Graphs• Create your own charts through easy to use wizards• Share them with other people
  45. 45. Advanced Customization and Configuration withReporting at Your Finger Tips… Dynamics CRM facilitates a Dynamic Business Fields, Forms, Entities, Menus, Attributes and Dashboards are all configuration activities that a reasonably skilled business analyst can undertake… …as are Workflows, Dialogs and Queues. Many reporting requirements can be handle through Advanced Find, Views and the Reporting Wizard User Configurable Dashboards and Views put information at your figure tips Advanced Find makes it easy to pull the data you need and do “what if’ analysis Full integration with Office (Excel) through Dynamic Pivot Tables and an Easy to User Reporting Wizard make it so the End User can do most of the reporting themselves Through SQL Reporting Services CRM support full Analytical Reporting and OLAP
  46. 46. Example #5 MICROSOFT DYNAMICS CRMMAKES CUSTOMIZATION AND REPORTING EASY eSavvy Project Management
  47. 47. Bonus Reason MICROSOFT DYNAMICS CRMIS YOUR LOWEST TOTAL COST SOLUTION
  48. 48. Lowest Total Cost of Ownership$140.00 $129 With Dynamics CRM… $125$120.00$100.00 • Customer Portal is included $80.00 • Integration with Office, Outlook and SharePoint $60.00 is native $44.40 $40.00 $20.00 $0.00 Dynamics CRM Comp #1 Comp #2
  49. 49. Easy Financing with Microsoft Payment Solutions Free up capital Cash flow solution Fixed repayments Flexible payment options Align benefits with financial outlay Monthly payment capability for total solution (Cloud Customers) Lending process simple and easy
  50. 50. Microsoft Dynamics CRM In Summary Easy to use with the Native Outlook/ Office interface Flexible (easy to configure to your needs) Lower Cost that most of the other solutions out in the market Easier to pay for
  51. 51. More Live webinarshttp://www.esavvy.com.au/esavvydnn/Events.aspx
  52. 52. Or Give Us a Call Us to Schedule a Personalized Demo02 8999 1960 1300 799 723
  53. 53. THANK YOU FOR ATTENDING! DAVID GOAD Managing Director, eSavvy dgoad@esavvy.com.auwww.eSavvy.com.au

×