INFOLINE TECHNOLOGIES


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Microsoft Dynamics CRM

Microsoft Dynamics CRM is a fully integrated customer relationship management (CRM) system that provides companies of all sizes with the ability to easily create and maintain a clear view of customers.

CRM is a technology that allows organizations to track and leverage every customer interaction to maximize revenue opportunities and improve customer loyalty but Microsoft Dynamics CRM does much more than just tracking customer interactions. It helps companies optimize their operations by automating routine tasks and standardizing best practices. Microsoft Dynamics CRM provides fast, flexible and familiar business software that gives organizations the applications and tools to improve marketing, sales, and customer service efficiency and effectiveness. Microsoft Dynamics CRM helps companies drive consistent and measurable improvement in everyday business processes. It enables small, medium and enterprise firms to keep the customer at the center of all interactions and business processes.

Microsoft Dynamics CRM is organized into three major modules:

  • Marketing
  • Sales
  • Customer Service

Microsoft Dynamics CRM Marketing enables marketing departments to create, analyze, and segment targeted customer lists as well as plan and execute campaigns. It allows you to collect and analyze the results of campaigns, which your marketing team can use to make future marketing decisions and make the most of your marketing dollars. Marketing campaigns are tied directly to the sales module, which enables your sales staff to get the leads that are generated from every marketing campaign.

Manage data effectively

  • Effortlessly import data from other sources into Microsoft Dynamics CRM.

  • Use predefined data-mapping rules or create new ones on the fly

  • Confirm data import status with automatic e-mail notification.

  • Intelligently cleanse your data to eliminate duplications and decrease your cost per engagement (CPE).

Pinpoint your marketing efforts

  • Use natural language queries to instantly segment customers or prospects.

  • Create highly targeted lists and associate them with campaigns.

  • Set up personal or public data views for reuse.

  • Easily share target lists with colleagues or vendors.

  • Export lists into multiple formats for bulk e-mail or direct-mail communications

Marketing Campaign

  • Plan and track activities, tasks, budgets, and details for each marketing activity.

  • Tailor messages and offers to highly targeted lists.

  • Save time and money with reusable campaign templates.

  • Set up product catalogs, price lists, and discounts for optimal offers.

  • Use predefined workflows to streamline approvals.

Manage events efficiently

  • Track and manage all event and customer details on one central platform.

  • Holistically manage event planning and execution from beginning to end.

  • Track details related to venues, rooms, event sessions, speakers, and sponsors.

  • Track key metrics and measure the return on investment to optimize future events.

Improve response management

  • Capture and store responses and leads in one place for easy tracking.

  • Score responses using predefined algorithms.

  • Instantly assign leads with full interaction history to the right sales person.

  • Track responses across communications channels, linking them to campaigns and lead sources.

  • Convert responses to leads and opportunities with a few mouse clicks

Extend value with Microsoft Office

  • Use Microsoft Dynamics CRM within Microsoft Office Outlook to be more productive.

  • Eliminate redundant e-mail tracking through Office Outlook synchronization.

  • See co-workers’ availability with the presence feature.

  • Create documents and mail-merges with embedded Office Word capabilities.

  • Add Office Outlook contacts to marketing lists with a few mouse clicks

Sales

Microsoft Dynamics CRM Sales is designed to help an organization acquire and retain customers and reduce the time spent on administrative tasks. It provides a robust account management system that automatically tracks sales-related activities and revenues. It includes analytical, operational, and collaborative tools you can use to improve and maintain good customer relations. It also provides tools that help assess customer value in terms of the future business they might generate. You can perform this type of analysis early to help the sales department forge strategic corporate sales relationships

  • Set up territories and teams for optimal organizational efficiency.

  • Create price lists, discounts, and unit groups to streamline offer management.

  • Post sales best practices and tips in the Resource Center.

  • Use strong role- and group-based permissions for easy information distribution.

Leads

  • Capture and track all lead details in one system.

  • Automatically associate e-mail messages with relevant leads/opportunities.

  • Assign leads and tasks automatically.

  • Simplify lead qualification, scoring, and conversion.

  • Easily segment data to generate leads from your customer base.

Opportunities

  • Close deals faster by centrally tracking key data and attributes for each deal.

  • Create and monitor customized offers and pricing for each opportunity.

  • Better track and position against competitors.

  • Track actual revenue dollars by creating/tracking orders and invoices.

  • Establish consistent sales processes enterprise wide.

Account management

  • Track all activities and interactions for each contact or account.

  • Identify influencers, constituents, allies, and roadblocks for each account.

  • Quickly identify cross-sell and up-sell opportunities.

  • Track contract renewal dates and details.

  • Define the parent-child relationships that depict complex organizations.

Boost sales productivity

  • Use Microsoft Dynamics CRM within Microsoft Office Outlook.

  • Eliminate redundant e-mail tracking.

  • Improve communication and team collaboration through seamless integration with Microsoft Office products.

  • Promote Office Outlook contacts to Microsoft Dynamics CRM with a few mouse clicks.

  • Easily identify key data points through advanced search.

  • Reduce wasted cycles with robust data-cleansing features.

Pipeline management

  • Easily track the sales pipeline for improved financial planning.

  • Increase accuracy of revenue projections with individual or roll-up forecasting.

  • Track revenue goals by dates, fiscal periods, or other predefined criteria.

  • Identify key trends for deals won/lost and optimize the sales process.

Simplify workflow processes

  • Improve productivity with personal, team, or organizational workflows.

  • Automatically create or assign tasks and activities when rules are triggered.

  • Automate simple or multilevel approvals.

  • Automate scoring and distribution of leads.

  • Set alerts for key events to take proactive measures.

  • Define and enforce consistent sales processes enterprise wide.

Mobility

  • Empower your sales force with real-time access to customer data from any Web-enabled device.

  • Better prepare for customer meetings via real-time account details.

  • Rapidly respond to customer requests while on the road.

  • Continuously work details by updating and receiving leads 24/7.

  • Discover new up-sell/cross-sell opportunities right on the spot.

Analytics

  • View key performance indicators in real time with intuitive dashboards.

  • Use built-in sales reports to conduct detailed analyses without IT assistance.

  • Use robust data cubes for insightful trending analysis.

  • Employ predictive analytics to identify key selling scenarios.

  • Take advantage of the intuitive Report Wizard to instantly create ad-hoc reports.

Customer Service

Microsoft Dynamics CRM Service management includes an extensive set of features designed to increase the efficiency of service and ensure that customers receive the highest level of service. This module provides tools that help create a multi-level customer assistance policy, providing an interactive, interpersonal service that includes call routing and assignment, queue management, call tracking, entitlement processing, problem resolution, logging, monitoring, and performance management. Manage cases efficiently

  • Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact.

  • Use rules-based routing and escalation to speed first call resolution (FCR).

  • Plan and complete case activities manually or automatically and record them for future reference.

  • Deliver appropriate service fast with an at-a-glance view of each customer’s history and service contracts.

Contract management

  • Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings.

  • Gain insights to help sell more support contracts.

  • Create a contract repository to streamline case management.

  • Give agents a view of the current status and service eligibility for each customer.

Knowledge Base

  • Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository.

  • Share staff expertise and easily publish, store, and access the Knowledge Base information.

  • Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail

Service scheduling

  • Define services with related resources and work schedules to increase precision.

  • Save time with easy, visual scheduling.

  • Get a centralized view of service workers’ calendars and resources to optimize scheduling.

  • Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.