Microsoft Customer Relationship Management


Manage customer relationships in a better and more organized manner
 
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Microsoft CRM system Efficient management of customer relationships is a key factor in the success of any organization. In order to manage and retain customers a proper CRM process is required. Microsoft CRM does just that. Developed by Microsoft and made available as a component in the Microsoft Dynamics NAV software package, Microsoft CRM provides features that automate and streamline the process of managing customer relationships.

Details of every level of customer interaction from presales contacts, to after sales support can be stored in a centralized customer database, from where it can be accessed by all concerned employees thereby enabling them to serve customers in a better and more personalized manner.

Microsoft CRM provides an environment similar to other Microsoft products and offers tight integration with Outlook and Microsoft Office applications thereby lowering the learning curve and ensuring high user lowering adoption. Data from the CRM application can be used in other applications and vice versa.

Microsoft CRM is available in two editions Small Business edition Professional Edition and is ideally suited to meet the CRM requirements of small and medium sized organizations.

Offshore.NET Development helps clients in customizing and implementing Microsoft CRM to meet their business needs. Our solutions enable organizations to take full advantage of the features and benefits that Microsoft CRM has to offer.

FEATURES
Microsoft CRM offers a host of features that help in streamlining the process of customer management. These include:

Flexible Architecture: Microsoft CRM has a customizable and flexible architecture. It can be easily customized to meet the unique business needs of individual organizations.

Centralized Customer Repository: Microsoft CRM provides a centralized customer repository wherein all data associated with customers can be stored, retrieved and viewed.

Access Modes: Microsoft CRM can be accessed online through a browser or can be accessed offline through Microsoft Outlook. Microsoft CRM is also accessible via mobile devices such as PDAs and mobile phones.

Tight Integration: Microsoft CRM can be easily integrated with other business applications making it easier to share information across departments.

Multi-lingual: Microsoft CRM provides support for multiple languages such as English, Dutch, German, Spanish etc

Lead/Opportunity Management: Microsoft CRM enables the capture and tracking of sales leads and opportunities.

Workflows: Flexible workflow features are provided ensuring that all workflow processes go through proper approval levels.

Order Management: Details of all orders placed by the customers can be stored and tracked.

Knowledge Base: Microsoft CRM enables the creation of a knowledge base that can include all sales literature, articles, publications, data etc. Detailed search parameters are provided enabling employees to access and view information contained in the knowledge base.

Marketing Management: Microsoft CRM includes features that enable managers to create and carry out marketing management activities such as targeted e-mail campaigns, identity and target top customers, etc.

Service Scheduler: Microsoft CRM includes a service scheduler component that enables employees to schedule customer service appointments and reminders, book resources etc. This feature enables businesses to meet service requests on time thereby improving customer satisfaction.

Customer Service: Each customer service request can be assigned separate cases thereby ensuring proper management and tracking of all requests. Workflow processes can be set enabling customer service requests to be automatically routed to relevant employees for speedy resolutions. The customer service module also includes an auto-responder component that can be configured to send out auto-responses on the receipt of a service request.

Reporting Module: Microsoft CRM includes a comprehensive reporting module. Extensive statistical reports are provided enabling managers to evaluate and make more informed decisions. Performance reports can be generated to track and monitor the performance of individual employees as well as the business as a whole.

At Offshore.NET Development, our experts work in close coordination with client to analyze and study the requirements, before deciding on a Microsoft CRM implementation strategy that best meets the needs of the organization. With the strategy in place, our experts begin the process of the implementation. Once the application has been implemented and deployed, we train the employees on the usage of the application. Offshore.NET Development also offers technical support services for the Microsoft CRM implementation.

Some of the industries that can benefit with a Microsoft CRM implementation include the following:

Education
The educational sector can use Microsoft CRM tools to manage and maintain student relationships in a streamlined and organized manner. A Microsoft CRM implementation enables institutes to establish better contacts between faculty, students and parents. Some of the features included are teacher/student recruitment, communications management, administration management, student management, collaboration etc.

Government
Government Agencies can use Microsoft Dynamics CRM to manage relationships with their constituents in a better and more organized manner. Microsoft CRM for government agencies streamlines various processes such as correspondence, grant writing and management, call center management, case management and field inspection among others. The CRM solution enables government agencies to organize and consolidate data from different locations to a centralized repository. Employees can easily access the information thereby enabling them to make better and more informed decisions as well as improve customer service.

Finance
Microsoft CRM system can be deployed in the finance sector to provide them with better and more streamlined processes to provide better services and build customer relationships. It provides close integration with other Microsoft Office products such as Excel enabling managers to analyze the data and generate statistical reports.