2. Supervisor: Ron Bartels
Introduction of the Company | Current Problem | Conclusion
Solution | Benefits | Scope
Sales process: Leads | Opportunities
Sales process: Activities | Cases
Marketing process: Marketing List | Campaign Marketing
Quick Campaign | Email Marketing
Huy Long Trieu
Niharika Neervani
Batish Sama
Suresh Kumari
Gelareh HosseinPour Niri
Kush Luthra

3. Introduction
>> Founded in 2009
>> Operate in telecommunication industry
>> Providing whole-of-business solution such as voice, broadband and cloud
>> Customer are big corporates
“Understand challenges and objectives of clients to deliver high-performance IT solution and reliable customer
service”

4. Problems
>> The current business processes are complex and inefficient
>> The current systems are not able to cope with customer volume
>> Duplications of work and effort from using spreadsheet

5. Objectives
>> Enhance customer experience
> Respond to customer’s need faster
>> Multiple channel marketing
> Facebook
> YouTube
> Google Ads
>> Eliminate work duplication and inefficiencies
> Centralised data storage

6. What is CRM
Customer relationship management system – called as CRM system – is
a hybrid business solution that can increase an organization’s sales and
marketing efficiency.
Why does company need CRM
>> In 2014, Planet Technology has acquired and signed an agreement with Via IP, a wholesale
telecommunications company.
>> It would be difficult for sales team to predict and forecast future sales with the existing system.
>> To work collaboratively with other team members and prevent wasted effort and time working on same
prospect

7. >> Planet Technology Group is a gold partner of Microsoft Dynamics CRM
>> Organization have a 2015 licensed environment
>> Microsoft Dynamics CRM provides organizations with powerful capabilities, and its distinctive features
bridge all the common business challenges and technology pitfalls that hinders user adoption
>> The sales force automation, customer service and marketing modules align and empower firm to focus
on what’s most important. Also its flexible architecture allows for easy customization so that firm can
configure the application based on their specific needs
Why Microsoft Dynamics CRM

8. >>Microsoft Dynamics CRM is recognized
as a Leader in Sales Force Automation,
according to Gartner which a leading
independent research firm

9. Key Benefits
360 degree
customer visibility
Greater
productivity
Greater sales
efficiency
Adaptable
dashboards
Integration with
Microsoft outlook
Decision-making
can be improved
by having a 360
degree visibility
into leads,
accounts,
opportunities and
cases across the
organization
Sales rep can
spend more time
for selling with
better
collaboration and
consistency across
the sales team
Sales cycle can be
shortened through
enforceable
workflows and
more accurate
customer data
The dashboards
feature provides
real-time, overall
view of business
areas from lead
generation, pre-
sale to customer
service. Can be
customized based
on the
functionality
needed
MS Dynamics
CRM can be
easily integrated
with outlook and
employees can
efficiently pull
the data they
require

10. Drawbacks
>> Yammer is poorly integrated with CRM
>> Security roles in CRM have no integration to Yammer which can pose risks to shared content and
documents.
>> As it is optimised for compatibility with MS products, particularly outlook, the performance of the
system is slightly low
>> It may result duplication of tasks if related enterprise applications are not integrated together

11. Lead Nurturing
& Opportunity
Management
Account &
Contact
Management
Sales Activities
Tracking and
Scheduling
Accurate Sales
Forecasting via
Sales
Dashboard
Marketing
Campaign
Management
Email
Marketing –
Outlook
Integration
Service
Management-
Case
Management
Wholesale
Sales
Management
Data
Management
Rest of
Marketing
Functions
In Scope Out Scope
Project Scope

12. Scope Changes
In week 8, we realized that Planet Technology uses MailChimp application for campaign marketing/email
marketing. Our team took an extra step to find out the differences between MailChimp and Outlook features.
In week 7, we realized that Planet Technology customer’s data need to be imported into CRM as part of sales
process. However, when we went back to the organization for their customer data we got below response from
both the CTO of the company and the sales team. They recommended to create sample data as part of
configuration.
“ We do not have any particular customer data as our sales team stores data on their desktop or paper”

13. Sales

14. Leads
The Lead entity is often thought of as a temporary entity. As the sales process progresses, a lead is ideally
converted to a Contacts, Account, and/or Opportunity. This conversion represents that a contact or
organization is no longer just a lead, but one which you are likely to do business with. The length of time your
lead remains a lead is dependent on how the sales cycle works within your organization.

15. Information to include
>> Topic
>> Basic Contact Information
>> Lead source
>> Status Reason/Lead Stage

16. Qualify / Disqualify Lead
>> When a lead is determined as a good candidate
for doing business with, it is qualified. The lead will
then into a Contact, Account, or Opportunity or a
combination of these three record types.
>> When a lead is determined as not good candidate
to do business with, it can be disqualified.
If the record is qualified, the lead is converted into
either an Account, Contact, or Opportunity record,
or a combination of those record types.

17. Opportunities
>> Potential Customer: Depending on
your business model, opportunities
can either be associated with a contact
or an account. Associating an
opportunity with the appropriate
customer allows organizations to track
the potential, won, and lost business
with specific customers.
Opportunities have quite a few fields out-of-the-box, but most organizations use these core fields to indicate
the progress of an opportunity.

18. Information to Include
>> TOPIC
>> CONTACT
>> ACCOUNT
>> PURCHASE TIMEFRAME
>> IDENTIFY DECISION MAKER
>> CAPTURE SUMMARY
>> STAKEHOLDERS
>> CURRENT BILL PROVIDED
>> TOTAL CURRENT BILL
>> ESTIMATED BUDGET
This opens a new opportunity form, and then fill out the appropriate data. The first stage of opportunity is
Qualify Stage, where a customer is qualified based on business rules.

19. Qualify Stage
>> CUSTOMER NEED
>> PROPOSED SOLUTION
>> IDENTIFY STAKEHOLDERS
>> IDENTIFY COMPETITORS
Once “Qualify” stage is complete, click on “Next Stage” and this moves sales process to the next stage
“Develop”. Enter appropriate data.

20. Develop Stage
>> IDENTIFY SALES TEAM
>> DEVELOP PROPOSAL
>> COMPLETE INTERNAL REVIEW
>> PRESENT PROPOSAL
Once “Develop Stage” is completed, click on “Next Stage” to move to “Propose Stage”.

21. Activities
>> It is used to record specific type of communications, as well as subject, time and details of that
communication.

22. Phone

23. Phone Activity Continue..

24. Convert To Opportunity or Case

25. Email

26. Letters

27. Appointment

28. Cases
>> Cases are used to track the process from the initial intake of an incident, tracking the details throughout the
remediation process, and through final resolution.

29. Add Case

30. Resolve Case
>> Resolving a case means that the case is complete, which may include answering a question, solving a problem
or completing a request.

31. Add Case To Queue
>> Queues share cases or activities as a group until these are taken out of the queue, or accepted, by a customer
service representative (CSR) who assumes responsibility for handling them.

32. Create Child Case
>> It is used to track a case where work needs to be done by other departments or need to track the same issue
for multiple customers.

33. Marketing

34. Marketing List

35. Create a New Campaign

36. Marketing Campaign
>>with using Marketing Campaign, it is possible to do a series of activities such as sending marketing emails to
the group of people or monitor mailing activities which helps increasing market share or increasing the number
of customers.
Where is the Marketing Campaign?

37. Create a New Campaign

38. Add Marketing Lists

39. Add Marketing Lists and Leads

40. Create a Campaign Activity

41. Create a Campaign Activity

42. Distribute Campaign

43. Quick Campaigns
A quick campaign is a type of single activity which is distributed to contacts, lead and accounts. It can be
created from advanced find and marketing list. These activities can be assigned to customers, individual or to
team.

44. Process
>> Specify the name of the campaign.
>> Assign activity type and owner.
>> Options:
> Use template
> Specify content

45. Quick Campaign is created.

46. List Quick campaigns
View Quick campaigns
>> Navigate to marketing list.
>> List of quick campaigns will appear.
>> Detailed insight of why the campaign was created.
>> Member type (leads, opportunities etc.).

47. Email Marketing WHY ?

48. Current State
Expected
>> Current using Biz mailchimp for their email marketing.
>> HTML flyers to selected clients with all the companies details.
>> PlanetTel wants to use Microsoft Dynamics CRM with outlook
integration.

49. Integrating Outlook in Dynamics CRM
>> Downloaded trial version of Microsoft Dynamics CRM. It’s a packaged solution with office 365.
Why ?
>> We tired integrating PlanetTel side of the server and outlook account.
>> Asked for credentials
>> Authentication issues(Server cannot be found)

50. Process
>> Synchronize settings: allow us to bring CRM
information into outlook client. (Contacts, appointments,
etc.)
>> Insert email templates: Personal and system
template (for whole organization).

51. Template is created

52. Process cont.
>> Send emails using templates.
>Direct mails.
>Campaigns.

53. >> Marketing phase is still under process due to unplanned
circumstances.
>> But our team is dedicated and positive that the product
will be complete by end of next week.

54. Conclusion
>> Successful configuration of sales process and marketing email and campaign
>> Deliver user manual of sales process
>> Create sample data set for testing and training purpose

55. Any Question