Microsoft CRM 4.0 - Overview
Microsoft CRM 4.0 is a flexible cost effective Customer Relationship
Management solution suitable for any organisation that deals with people.
Whether you deal with sales or service customers (internal or external),
suppliers, or individuals you want to develop and build professional
relationships with, CRM is the solution.
Microsoft CRM 4.0 is also a great tool for IT Development and Support
teams to use. It enables managers and staff to track and escalate both
support issues and users requests.
Microsoft CRM 4.0 positions itself as the low cost first choice in the
market, where earlier CRM solutions were often expensive solutions which
rarely delivered.
It is our opinion that, over the next few years, Microsoft CRM will spawn
an entire industry to support and enhance the core Microsoft CRM product
much in the same way other Microsoft server products have.
The reasons why Microsoft CRM 4.0 will become first choice for CRM
include:
- Native Microsoft Office Outlook experience for managing sales,
service and marketing business processes.
- Enhanced reporting and analysis tools with Microsoft SQL Server
Reporting Services.
- Innovative and intuitive business design and customization tools.
- Simplified deployment and management tools for IT professionals.
- Standardize customer communications and business processes with
familiar Microsoft technology that works the way your users work and
adapts to the way you do business.
- Works the way IT expects it to.
Microsoft CRM 4.0 in Detail
Works the way you work:
An easier way to manage and develop customer relationships
Use Microsoft CRM for Microsoft Office Outlook to send and manage e-mail,
store business contacts and manage your appointment calendar without having
to switch between applications.
- Centralize customer information. Keep customer information in a
single place. Establish a single view of customer relationships across
your organization.
- Schedule appointments and meetings. Arrive prepared for important
customer meetings. Access sales opportunities, campaign offers and
customer service history within each appointment.
- Unify customer e-mail and responses. Say good-bye to “copy and
paste” for integrating your inbox and CRM e-mail. Automatically capture
entire discussion threads within your customer history records.
My work, my way
Microsoft CRM delivers a personalized, configurable workspace that helps
users make more informed business decisions with dynamic analysis and
reporting tools.
- Configure my workplace. Access the information you use most often.
Select the workplace profile that delivers instant-access to your
customer information and activities. Personalize your work environment
according to the ways that you interact with customers.
- Take your customers everywhere. Don’t lose a step when working away
from the office. Enhanced data synchronization provides full access to
your sales and customer service information on your laptop or mobile
device.
Works the way your business does:
Designed for your business
Microsoft CRM provides organisations with a flexible and customizable
platform that can be configured to meet your unique business needs.
- Customize quickly and easily. Tailor to meet your unique business
requirements without writing a single line of code. Modify application
forms, data fields, relationships and add entire new system objects with
intuitive, web-based design tools. Use intuitive business design tools
to customize your Microsoft CRM system.
- Streamline business processes. Work more efficiently with process
automation. Transform repetitive work tasks into powerful business
workflow.
- Integrate across applications. Bring information together and
simplify cross system processes. Use enhanced web services to integrate
across system and platform boundaries giving you a view of your
customers.
Create demand and drive business results
Use Microsoft CRM to plan, implement and monitor multi-tiered sales and
marketing campaigns that generate new sales for your business.
- Target your marketing efforts. Fine tune marketing campaigns and
offers that generate the greatest return. Use intelligent list and
segmentation tools to effectively reach prospective customers while at
the same time reducing ineffective marketing spend.
- Fuel your sales engine. Fill your sales pipeline with qualified
sales leads and opportunities. Use instant analytics and embedded
coaching to cross sell additional products and services to customers.
Use wizard-driven utilities for launching quick sales campaigns across
your existing customer base.
- Measure campaign effectiveness and revenue impact. Know which offers
and marketing efforts generate results. Measure the effectiveness of
each campaign activity by tracking response rates, interest levels and
closed business from each originating campaign. Provide value-added
service to customers. With Microsoft CRM, businesses can transform
everyday service issues into opportunities for enhancing customer
relationships.
- Respond faster to service issues. Find and deliver the right
answers to customers in real-time. Leverage the integrated knowledge
base for quick-access to procedure manuals, frequently-asked questions
and troubleshooting tips.
- Escalate un-resolved issues. Resolve customer issues according to
desired service levels. Automatic escalation and routing rules ensure
that complex service requests are routed to appropriate work queues and
resources.
- Schedule and dispatch service resources. Locate and secure
professionals best suited to deliver services for customers. Centralized
scheduling and dispatch provides integrated calendar views of available
resources.
Works the way IT expects it to:
Easy installation and upgrade
Get your Microsoft CRM system up and running faster with easy
installation, upgrade and deployment tools.
- Fail-safe software installation. Reduce installation and deployment
costs for your CRM system. Ensure a hassle free installation with
enhanced component diagnosis and troubleshooting tools.
- Upgrade customizations, processes and data. Say good-bye to the
“weekend upgrade”. Customized forms, schemas, relationships and workflow
are automatically upgraded.
High performance and reliability
- Optimized data views and queries. Quickly find what you are looking
for when you need it. Achieve faster results when searching across large
volumes of customer information.
- Filter offline data for synchronization. Quickly synchronize offline
data. Pre-filter datasets for offline usage and access.
- Failover protection. Fault tolerance ensures high up-time and
availability. Deploy Microsoft CRM within clustered Web, Database and
E-mail server environments.
Simple deployment and manageability
Spend less time managing infrastructure and more time delivering business
value.
- Build once, run anywhere. Design your application on a test system
and migrate easily to production systems.
- Monitor the health of your CRM environment. Troubleshoot and resolve
potential conflicts on your server infrastructure with centralized
management and notification tools. Quickly diagnose potential problems
and apply latest service packs across your Microsoft server
infrastructure.
- Zero footprint and zero-touch clients. Microsoft CRM for Outlook
installs automatically, with or without a local data store. Zero
footprint browser client provides a rich CRM experience with full
application capabilities.
More information about Microsoft CRM 4.0 can be found on F1's CRM Index
Page
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