Serve Your Customers Better with Microsoft Dynamics CRM. <client> <date>

Serve Your Customers Better with Microsoft Dynamics CRM <client> <date>

What s On The Agenda Today Today s Customer Service Challenges New Choices for Managing Customer Relationships Microsoft CRM Momentum Managing Customer Service with Microsoft CRM Demonstration

Key Challenges in Managing Customer Service Managing Growth Decreasing support revenue Increasing Support Costs Scaling customer service to support business growth Avoiding higher support costs Increasing customer satisfaction Increasing contract cancellations Not using support personnel for crosssell/up-sell Manual support processes High staff turnover High training costs

How to Manage Customer Service Challenges? Includes an end-to-end process that allows you to collect actionable information about each customer Helps your employees analyze customer information A Winning CRM Strategy Creates a customercentric culture Makes it easier for employees to collaborate with internally and externally

How is CRM Different from Contact Management? Customer Facing Sales, service, and marketing activities Process-focused Workflow drives consistent execution Team-oriented Collaborate with others inside and outside of the organization

First-Generation CRM Problems A 2004 AMR Research study found that 28 percent of CRM projects 33 percent had A 2005 Forrester Research study found that» Two-thirds of respondents were with the ease of use of their CRM system» More than half of respondents were with their CRM system's return on investment (ROI)

What Do Businesses Need From CRM Systems? Reliable user adoption Great business fit Fast, flexible, and affordable technology

New Choices For CRM Systems Today! Complicated CRM Systems That You Own Heavy, complex, and expensive Yesterday s Choice Generic Hosted CRM That You Rent Basic but easy to get Today s Choice Microsoft Dynamics CRM Customize to Your Business Needs Easy to Get, Easy to Use On-premise and/or Hosted

Microsoft Dynamics CRM At A Glance Over 7,500 customers Over 250,000 users Full suite of marketing, sales, and service Native Office experience Microsoft CRM Customer Growth Worldwide 100% Web services architecture Fast, flexible, and affordable Available in 22 languages 100% 100% FY03 FY04 FY05 FY06

Strong Growth Around The World Small Businesses Midsized Companies Large Enterprises

The Power Of An Integrated Solution Sales Service A complete CRM suite that utilizes the power and productivity of the Microsoft platform Marketing Service-oriented architecture built on industry standards Easy for users to adopt Easy for IT to manage Deploys on-premise or hosted

Customers Speak Out Quiznos successfully implemented Microsoft Dynamics CRM just over a year ago for approximately 550 users. We are planning on upgrading to version 3.0 to take advantage of several new features, including the addition of entities along with advanced querying and exporting capabilities. Kristie Reid, IT project manager, Quiznos I was sold on Microsoft CRM the first time I saw it, John Walker, Sr. VP, Bus Dev, Phoenix Suns Microsoft CRM is getting more powerful in the marketplace. It s more accessible, the price is right, it s easier to adopt. Greater flexibility to automate existing business processes is a critical win, Berhard McMahan, Chairman, JustGoodBusiness

Key Benefits Of Microsoft CRM Works the Way You Do It s an easy and natural way for your people to use CRM Works the Way Your Business Does It can be tailored to fit each business Works the Way Technology Should It s fast, flexible, and affordable

Microsoft CRM Works the Way You Do Native Microsoft Outlook Folders & Command Bar Automatic calendar, contact, task and email synchronization Track activities with a single click. Share views across your team. Quick views of relevant information Drive sales, service, and marketing right from Outlook.

Microsoft CRM Works the Way Your Business Does New Lead Received Existing Account? N Y Create New Oppty Alert Sales Rep Create workflow based on standard and custom entities Evaluate conditions and actions across systems Create New Acct Assign to Telesales Powerful reporting via SQL Reporting Services Take data into Excel while maintaining a live data link Secure, roles-based access at the database level

Microsoft CRM Works the Way Technology Should Roles-Based User Experience Use Outlook, browser, or mobile device Get just the right tasks to each user Intelligent links to Microsoft Office Business Workflow and Visibility Drive more consistent process execution Tailor the system to fit your business Get instant visibility and alerts Integration and Extensibility Web services architecture Connect multiple systems in real-time Easily import & export data

Microsoft CRM 3 Delivers Customer Choice Start hosted or on-premise, and migrate easily if your needs change Partner-Hosted Microsoft CRM Partner-Hosted Microsoft CRM On-Premise Microsoft CRM On-Premise Microsoft CRM

Managing Customer Service with Microsoft CRM Case Management Track cases to closure Assign cases for follow-up Communicate status to customers (SharePoint) Service Scheduling Efficient use of resources Timely service delivery Timely resolutions Call Center Integration CTI/Screen Pop (ISV adapters) Increase agent productivity with click to dial Decrease call handling time Reporting Manage resources effectively Better handle on support costs Insight into customer satisfaction

Microsoft CRM Customer Service Key Benefits Resolve cases fast by streamlined case management Automate service processes by assigning, managing and resolving support incidents with automated routing, queuing and escalation, along with case management, communications tracking and auto-response email Deliver superior customer service by logging, analyzing and resolving issues with streamlined access to service contracts, FAQs and historical customer information Reduce training costs and increase productivity Manage customer service within Microsoft Outlook Resolve issues quickly and accurately by having a searchable, shared knowledge base of articles organized by product and service category Increase customer satisfaction by proactively measuring the service quality of every service interaction

Our goal is to create closer ties with customers and find new ways to treat them better. Microsoft CRM and Microsoft SharePoint technologies are giving us new ways to do that. Bill McCown, Senior Corporate Manager of Infrastructure and Operations, Trendset, Inc. Freight payment processes use CRM to improve customer service and increase employee productivity Customer Business Challenge Customer service problems as business grew No centralized place for customer information Paper-based problem tracking No accountability for customer problems Solution Deploy Microsoft CRM and Microsoft Windows Server 2003 Automated, centralized customer information system with consistent customer response process Customer Results/Benefits Problem resolution in hours versus days Web-based problem tracking Increased productivity Simple, effective target marketing

Microsoft CRM Next Steps Choose Microsoft CRM for the technology and as platform to improve customer service while decreasing service costs Outstanding user experience and adoption Great business fit and visibility into results Scalable, secure and extensible platform Define a complete CRM solution and plan that includes people, process, and technology Microsoft and its global network of partners are committed to your success

Microsoft CRM Feature Overview Hundreds of new features Native Outlook Experience Roles-based user interface Dynamic help and suggestions Pervasive mobile capabilities High performance sync New CRM Modules Marketing Automation, including Quick Campaigns Service Automation, Scheduling SQL Reporting Services Platform Flexibility Custom entities Extensible workflow engine Real-time app integration Easy portal integration Installation and Upgrade Installation diagnostics Automatic Web Services New security model Metadata import/export