Serve Your Customers Better with Microsoft Dynamics CRM

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Whats On The Agenda Today

Todays 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 Scaling customer service to support business growth Avoiding higher support costs Increasing customer satisfaction Decreasing support revenue Increasing Support Costs 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!

Yesterdays Choice
Complicated CRM Systems That You Own Generic Hosted CRM That You Rent

Heavy, complex, and expensive

Basic but easy to get

Todays 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 Web services architecture Fast, flexible, and affordable
100% 100%

Microsoft CRM Customer Growth Worldwide

Available in 22 languages
FY03

100%

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. Its more accessible, the price is right, its 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
Its 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

Its fast, flexible, and affordable

Microsoft CRM | Works the Way You Do

Native Microsoft Outlook Folders

& Command Bar

Automatic calendar, contact, task and email synchronization Quick views of relevant information
Drive sales, service, and marketing right from Outlook. Track activities with a single click.

Share views across your team.

Microsoft CRM | Works the Way Your Business Does

New Lead Received Y

Create workflow based on standard and custom entities

Create New Oppty Alert Sales Rep

Existing Account? N Create New Acct

Evaluate conditions and actions across systems

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

Demo

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

Solution

Customer Results/Benefits

Customer service problems as business grew No centralized place for customer information Paper-based problem tracking No accountability for customer problems

Deploy Microsoft CRM and Microsoft Windows Server 2003 Automated, centralized customer information system with consistent customer response process

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

 2006 Microsoft Corporation. All rights reserved.

This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

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