Microsoft Dynamics CRM in details

logocrm.jpgAt present it is a well-known fact that good relationships with customers become a cornerstone on which further company grows is based. Building strong relationships with customers however requires much more than a pleasantly smiling sales person. If you want to succeed, everyone in your company has to know both existing and prospective customers, understand their needs and know the mutual business history, supplied services and the history of mutual contacts. These are points that make the Customer Relationship Management (CRM) so important.

The CRM can be described as a complex approach to managing relationships with future and existing customers throughout the entire business cycle, which includes searching for customers, winning customers, servicing customers and further extending of business relations. The objective of the CRM is to support the main purpose: to win new customers.

And this is the reason why so many renowned companies use Microsoft Dynamics CRM.

Microsoft Dynamics CRM is a flexible solution for managing customer relationships for progressive and dynamic companies. With Microsoft CRM you are always in touch with your customers. And because you know your customers and their needs, you can offer them just those product and services that they require.

Managing business relations is much more efficient if you have all relevant information stored in a single central database. Well-structured and easily available information simplifies planning and evaluating of sales activities as well as identifying new opportunities. Besides this, it is available not only at the company itself but also from outside, whenever on the trips.

The Microsoft Dynamics CRM software is available in the versions listed below:

  • Microsoft CRM 4.0 Enterprise
  • Microsoft CRM 4.0 Professional
  • Microsoft CRM 4.0 Workgroup

Microsoft CRM Functions

Microsoft CRM include the following functions:

  • boxCRM.gifBusiness relationship and contact maintenance
  • Business relationship development
  • Opportunity management
  • Prospect maintenance
  • Prospect development
  • Sales area administration
  • Business quotas
  • Quotations, orders and invoices
  • Service quotations, orders and invoices
  • Product list
  • Competitors
  • Sales documents
  • Marketing automation
  • Planning, preparing and managing marketing campaigns including ROI (Return on Investment) evaluation
  • List maintenance, including creation, imports and exports
  • Links with sales and service data
  • Campaign templates used to manage sales activities
  • Service contracts
  • Service maintenance
  • Service development
  • Knowledge database administration
  • Service queues
  • Service activities
  • Work calendars
  • Capacity conflict announcements
  • Service source (e.g. staff, work lists and locations) availability control
  • Sophisticated scheduling functionality controls allocations for service activities and service availability and can be tuned up to achieve optimized scheduling, thus reducing costs and required sources.
  • The functionality is integrated with the entire Microsoft CRM system. Therefore the customer history, demography and preferences can be considered part of service planning, and the service history can be used for sales and marketing process data.
  • Activity maintenance
  • Configurable activities
  • Direct e-mail
  • E-mail administration, including automatic reply
  • Correspondence/mail merge
  • Calendars
  • Notes and attachments
  • Search and advanced search
  • Duplicity merge
  • Parameterized reports
  • MS Outlook itself is a client (two versions: on-line and offline)
  • Workflow

Microsoft CRM components

Microsoft CRM helps middle-size companies with building good customer-supplier relationships. Integrated marketing, sales and customer service functions allow the employees to share information, which results in increased sales success rate and customer service efficiency.

The Microsoft .NET based concept facilitates the implementation, customization and utilization of the Microsoft CRM software. Microsoft Outlook is integrated with other business applications and grows with your company.

Microsoft CRM consists of the following components: Microsoft CRM Server

Microsoft CRM Server has been designed to work at present as well as in the future and provides an integrated environment compatible with various systems and platforms. The unified and flexible .NET architecture of Microsoft CRM Server is compatible with Microsoft Windows Server 2008 or Microsoft Windows Server 2003 and Active Directory®, Microsoft SQL ServerTM, Microsoft Exchange Server and Microsoft BizTalk® Server categories. This wide range of combinations helps to ensure high performance, security, extended messaging functionality and efficient and available customization and integration. The .NET technologies allow the users access the Microsoft CRM server via the Microsoft Internet Explorer based web application and via the Outlook client. The Microsoft CRM server offers highly integrated sales, customer-service and marketing functionality.

Microsoft CRM client for Microsoft Office Outlook

Depending on their planned use you can choose between the following two options::

  • Microsoft CRM desktop client for Microsoft Office Outlook
  • Microsoft CRM laptop client for Microsoft Office Outlook

Microsoft CRM client for Outlook allows the sales agents access customer data by means of Microsoft Outlook messaging and e-mail client, while the Microsoft CRM laptop client for Outlook is intended for those events where it is necessary to work off-line. Using Microsoft CRM in a familiar Outlook environment allows the sales agents to control Microsoft CRM tasks, e-mails, contacts, opportunities and business relations, communicate with customers, trace service activities and access product details, information about competitors and sales documents. If a sales agent makes some changes to the data when working offline, using Microsoft CRM laptop client for Outlook, for example while updating a quotation for a customer, the new information will be synchronized with the Microsoft CRM server when working on-line next time.

Microsoft CRM-Exchange E-Mail Router

Microsoft CRM-Exchange E-Mail Router (also referred to as Router) is a software component that provides the interface between Microsoft CRM and external mailing subsystem. Microsoft Exchange 2003 Server and Microsoft Exchange Server 2007 are fully supported. Electronic mail enters the Microsoft CRM via this router that is installed on your Exchange server. To ensure incoming and outgoing electronic mail, the router component has to be installed on one or more exchange servers in your organization. Outgoing mail is thus indicated with an identifier that specifies the mail origin more accurately. If this identifier appears with incoming mail, the router processes it automatically according to set rules.

Technologies and Integration

Microsoft CRM uses latest technologies. Thus the solution is open for development and adjustments, easily maintainable, scalable and flexible. This is a result of using the .NET platform. The entire solution is built on WEB Services, with XML document transferring. Mobile access, integration with Microsoft Office, utilization of reporting and OLAP features of the Microsoft SQL database, these are only some of the benefits that the .NET platform can offer to Microsoft CRM users..

Global Solution

Microsoft CRM is really a global – international – solution. Besides the Czech language, it is available in other 20 language versions at present.

Dynamica is a member of the network of Microsoft certified partners. In Dynamica you can find people who not only have professional knowledge but also know your specific conditions very well..

For more information about the product see the Microsoft CZ website.