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Bettering your Expectations


Benefits Microsoft Dynamics CRM is a customer centric Customer Relationship Management (CRM) solution designed to support the effective management of customer relationships and lifecycle, from initial lead right through to after sales activity.

Sales

Customer Servies

Increase sales success Shorten the sales cycle and improve close rates with leads and opportu nity management, customizable workflow rules for automated sales processes, quote creation, and order management. Understand customer needs Comprehensive reports let you forecast sales, measure business activity and performance, track sales and service success, and identify trends, problems, and opportunities.

Marketing

Microsoft Dynamics CRM is the fastest growing CRM solution on the market with more than 400,000 individual users across 10,000 businesses in over 20 languages. Microsoft Dynamics CRM brings CRM into a new era turning Microsoft Outlook into a single centre where you can organise client data, offering familiarity, functionality and flexibility in the day to day management of communications. Microsoft CRM is a scalable CRM solution designed to grow alongside a business while offering enhancements to business processes across sales, marketing and customer services departments. Easy Start Package for Microsoft Dynamics CRM Web Synergies is a Microsoft Gold Certified Partner, offering businesses a quick, convenient and affordable way to get up and running with Microsoft Dynamics CRM. Small companies can have the system up, running and working for their business efficiently, smoothly, cost-effectively, and in the shortest possible time.

View complete customer information Microsoft CRM offers a centralized, customizable view of sales and support activity and customer history. Work from Microsoft Outlook or the Web Access full sales functionality online or offline with Microsoft Outlook, or work from any location using a Web browser.

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Microsoft Dynamics CRM Sales: Provides users with the tools to successfully manage every stage of sales process. Microsoft CRM facilitates task and appointment setting through to lead tracking and analysis.

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Microsoft CRM is divided into three main sections. The Microsoft CRM modules share the same database whilst providing users from different job roles with separate functionality.

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Microsoft Dynamics CRM Modules

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Increase Customer Acquisition and Retention

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Microsoft Dynamics CRM Sales

OPPORTUNITY MANAGEMENT

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● Manage contacts and accounts ● Improve time management ● Promote leads to opportunities ● Manage sales pipelines ● Generate Sales Proposals ● Monitor the review, proposals sign offs etc

Track the sales pipeline, conversion rates and much more in one unified screen.

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MORE FEATURES

Microsoft Outlook integration Work online or offline using Microsoft Outlook, with access to accounts, opportunities, products, quotes, orders, sales literature, and more. Microsoft CRM contacts, appointments, tasks and e-mail capabilities are integrated with Outlook. Complete customer view View and manage customer account activity and history, including: contact information, communications, open quotes, pending orders, invoices, credit limits, and payment history. Lead routing and management Track information on prospective customers, then qualify and assign inquiries. Leads can be automatically routed to the correct salespeople or teams. Opportunity management Convert qualified leads easily to opportunities without data re-entry and then track opportunities throughout the sales cycle. Sales process management Initiate, track, and close sales consistently and efficiently with workflow rules that automate stages in the selling process. Product catalog Work with a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options. Order management Create and convert quotes to orders, then modify and save orders until they are ready to be quotes, orders, and invoices submitted. If a financial application is integrated, invoices for orders are published automatically into Microsoft CRM from that system. Quotas Use Quotas to measure employee sales performance against goals. As opportunities are closed in Microsoft CRM, they are credited against the assigned quota. Territory management Create territories for salespeople, enabling them to manage and evaluate territory-based sales processes with workflow rules and reports. Reports View, sort, and filter a wide range of reports to identify trends, measure and forecast sales activity, track sales processes, and evaluate business performance. Sales literature Create, manage, and distribute a searchable library of sales and marketing materials, including brochures, white papers, and competitor information. Competitor tracking Maintain detailed information on competitors in a library and associate that information with opportunities and sales literature. Reporting functionality tracks competitor activity by product, region, or other criteria. Workflow Automate leads routing, notifications, and escalations. Workflow rules also make it easy to generate and send auto-response e-mail to customer requests. Correspondence and mail merge Use customizable templates to create and send e-mail to targeted prospects and customers. Print communication materials can be created and sent using Microsoft Word Mail Merge. Integration with Microsoft Microsoft CRM integrates easily with Microsoft Business Solutions for Financial Management, Business Solutions including key data mapping for accounts, contacts, product catalog, orders, and price lists,

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PLANNING & BUDGETING

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DATA SEGMENTATION

MARKETING LEAD TRACKING

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Highly Integrated & Targeted Campaigns

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MARKETING ANALYTICS

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Microsoft Dynamics Marketing Automation It facilitates every aspect of campaign management and mass communications. Microsoft CRM supports everything from the initial planning stages through to measurement of success.

Manage your data effectively ● Intelligently cleanse your data to eliminate duplications ● Decrease your cost per engagement(CPE) ● Predefined mapping rules or create new ones on the fly. ● Automatic e-mail notification.

Segmentation ● Natural language queries, instantly segment customers/prospects. ● Create highly targeted list for campaigns. ● Set up public/personal views for reuse. ● Share target lists with colleagues and vendors.

Streamline campaign planning ● Plan and track activities, tasks, budgets and details for each marketing activity. ● Product catalogues, price lists and discounts ● Create Internet landing page for campaigns without any coding ● Predefined workflows to streamline processes and approvals ● Embedded document management

Simplify campaign execution ● Create on-the-fly campaigns with the Quick Campaign Wizard. ● Embedded Mail Merge capabilities to instantly send mass communications. ● Initiate and distribute campaigns and communications instantly. ● Export lists into multiple formats for bulk email or direct-mail communications. Commercial in Confidence | Page 4 Bettering your Expectations


Microsoft Dynamics Customer Service module

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acts as a central repository for all client information and enquiries. Microsoft CRM enables customer service representatives to provide a more consistent service supporting customer retention.

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Microsoft Dynamics CRM Customer Service Delivering customer loyalty

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Microsoft Dynamics CRM Customer Service

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CASE MANAGEMENT

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Manage your data effectively

● View history relating to a particular issue ● Generate and log cases ● Use information within the knowledge base to answer frequently asked questions ● Assign cases to individuals or teams

More Features Case management Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities Service requests Automatically associate incoming support inquiries with the appropriate case. Queuing Send cases to a waiting area—the queue—where they can be easily accessed by individuals and teams Routing and workflow Route service requests automatically to the appropriate representative for resolution, escalation, or reassignment. Searchable knowledge base Resolve common support issues quickly by using a searchable knowledge base that contains relevant articles. Built-in review processes help ensure that published information is complete, correct, and properly tagged for search. Contract management Create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, relevant contract information is updated automatically. E-mail management Maintain accurate customer-related communications records with automated (includes auto-response e-mail) tracking of customer e-mail messages. Generate and send auto-response e-mail to customer requests. Product catalog Work with a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options. Reports Use comprehensive reporting tools to help identify common support issues, evaluate customer needs, track service processes, and measure service performance. Integration with Microsoft Microsoft CRM integrates easily with Microsoft Business Solutions for Business Solutions Financial Management. Key data mapping includes accounts, contacts, product catalog, orders, and price lists.

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ROLE-BASED EXPERIENCE

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● Key Capabilities ● Flexible data model ● Point-and-click customization ● Advanced personalization ● Streamlined solutions management ● Intuitive developer tools

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Hosting options Microsoft Dynamics CRM is available on-premise and as an on-demand service (also known as Software as a Service) to provide users with choice of deployment methods to suit individual needs and budgets: Microsoft CRM On-premise- Microsoft CRM can be installed directly into your IT environment, regardless of the size of your company. Microsoft CRM Software as a Service- Microsoft CRM SaaS means that DMC Software host the Microsoft CRM solution for you within our data centre; this option is beneficial to those who do not have the facility to host Microsoft CRM on site.

Benefits Subscription-based pricing: You pay as you go, often on an annual basis, unlike conventional on-premise systems where you have to make a major up-front investment in licenses, hardware and software. You benefit from better cash flow and far greater IT flexibility. Lower overhead: Upgrades, maintenance, and system administration take place in the cloud and are managed by us, so you don’t have to supervise a new version upgrade or a failed server. High availability: Cloud software architectures are designed from the ground up for maximum network performance, so they frequently deliver better application-level availability than conventional, on-premise solutions. Security: Security and availability, disaster recovery and back-up Ease of access: Access any time, and from anywhere helping to grow your business and support remote workers and locations, or support a highly mobile sales or service team, because people can access the cloud any time, day or night, from any browser, desktop, or mobile device around the globe, 24×7

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Bettering your Expectations

For all business related enquiries, please contact Web Synergies (S) Pte Ltd Blk 10 Ubi Crescent #05-05 (Lobby A) /#02-43 (Lobby C) Ubi Techpark Singapore 408564

Tel : +65 6603 5160 Fax : +65 6742 2608 Email : sales@websynergies.biz

Source: Microsoft CRM Website and Literature. All copyrights and trademarks belongs to Microsoft. The MS Dynamics Logo is the registered trademark of Microsoft group of companies This white paper is form informational purpose only.


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