Driving Productivity with Microsoft Dynamics CRM

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Driving Productivity with Microsoft Dynamics CRM. Presenter Name Presenter Title Presenter Date. Customers Drive Business Success. Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth . - PowerPoint PPT Presentation

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Driving Productivity with Microsoft Dynamics CRMPresenter NamePresenter TitlePresenter DateCustomers Drive Business SuccessEffectively managing the customer lifecycle from marketing to sales to service is critical to every companys profitability and growth. companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.- Harvard Business Review, March 2007

2But Traditional CRM Vendors Have FailedUser adoption remains a challenge,with 33% to 47% of customer management applications facing serious adoption issues. AMR Research, September 2007

Spending has reached an all-time high, with expectations nearly as lofty. But implementationfailure rates have not improved, nor have ROI metrics.AMR Research, September 2007

3Fits Your PeopleThe right user experience for every user roleNow You Can Get CRM ThatFits Your BusinessConfigures quickly to meet your specific needsFits Your EnvironmentDeploys quickly and integrates existing assets

4Microsofts Vision for CRMDeliver an easier and more natural user experience

Deliver highly configurable workflow and analyticsWorks the way your business doesDeliver a flexible platform that simplifies integrationWorks the way technology should

Works the way you do5

Microsoft CRM at a GlanceOver 11,000 customers from small to enterpriseOver 500,000 users in more than 80 countriesGlobal network of software and services partnersFast, flexible, and affordable

Full CRM suite of marketing, sales, and serviceNative Office experience for rapid adoptionMulti-language with more than 25 languagesAdvanced SOA / Web services architecture6Mid-size CompaniesSmall BusinessesLarge EnterprisesDynamics CRM: Global Customer Base


The Mole Clinic:Partner HostedHealthcare IndustryThe MOLE Clinic has assembled a team of the worlds best consulting dermatologists; each a professor with between 10 and 25 years experience. They log in to hosted Dynamics CRM from hospitals and institutes around the world to diagnose the mole images. Nurses can also use the Dynamics CRM laptop client to operate mobile clinics. They are trying to arrange a mobile clinic at Microsofts UK headquarters to coincide with the launch of Dynamics CRM 4.0.

Total Structures: Live CRMManufacturing IndustryMicrosoft CRM leads the sales people through the process. It was a no-brainer to go with Microsoft Dynamics CRM because an increase in efficiency alone will more than make up for the costs. We exhausted the limits of the manual systems we had in place and Microsoft Dynamics serves a vital role in substantially increasing the efficiency of our sales people. Adrian Forbes-Black, Vice President

Arab Telecom:On PremiseTelecommunications IndustryDue to the collaboration-supporting functionality of Microsoft Dynamics CRM, managers believe they can shorten their sales cycle to generate more sales. Microsoft CRM will be a key tool in helping us meet our sales, support and marketing growth objectives throughout the Middle East and Africa. Shahad Ibrahim, Director of Sales and Marketing


PAML: On PremiseHealthcare Increased call center productivity. Integrating Microsoft CRM with Microsoft Office Outlook messaging and PAMLs lab information system enables client service representatives to quickly answer questions about test results or the status of orders from within the CRM application, so PAML was able to accelerate response times and handle 15 percent more calls in its call center without hiring additional staff.Improved customer retention. Before Microsoft CRM, PAML estimated 20 percent of customer churn in its largest region was because of poor customer service; that number has been reduced to zero. Because all employees not just client service staff have access to updated customer information, they can track problems more effectively and have reduced customer inquiry response time from three days to less than one day, increasing customer retention and retaining profits of more than $400,000 a year.Weve been able to provide our customers with same-day responses, reducing wait times that used to range up to three days. Rosalee Allan, Senior Vice President and Chief Operations Officer South African Tourism: On PremiseMedia & Entertainment IndustryThe solutions multi-tenancy capabilities enable each of the agencys three divisions to tailor their discrete data and processes to meet their unique challenges. And the multi-currency, multi-language features fit perfectly with the agencys global operations. Microsoft CRM met the biggest burning desire for our organization. The need to organize, store and access customer data so that it becomes an institutional asset that we dont lose when someone gets a job elsewhere. Fiona Buckner, Manager of e-business.


Jones Lang LaSalleOn Premise 900 + users growing to 3,000Professional Services IndustryJones Lang LaSalle switched from salesforce.com for a flexible standards-based global platform that works the way its people do.Jones Lang LaSalle is a global real estate leader with approximately 160 offices worldwide in over 50 countries. With 2006 revenue of more than $2.0 billion, the company provides comprehensive integrated real estate and investment management expertise on a local, regional and global level to owner, occupier and investor clients.By leveraging the deployment options available on Microsoft Dynamics CRM, Jones Lang LaSalle was able to begin its implementation rapidly with on-demand CRM, then move the deployment on-premise for complete flexibility and control. Using the hosted solution for demonstrations and initial customizations, JLL assembled a user group to provide feedback on functionality that would help prepare for the eventual on-site deployment. JLL was able to learn which features the sales force would actually want and use, and put together a robust set of requirements that met all user needs for the global deployment.Maccabi Health Care Services On Premise 1,200 usersIntegrated Healthcare IndustryMaccabi serves 1.7M members in Israel. Dynamics CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center. The CRM system surfaces critical information from SAP and an AS400. Maccabi is a thought-leader in Customer Service in Israel. This CRM application really forms the center hub of all patient information including billing info, disease mgmt, records, health regimes, etc Users that touch it range from front-line employees to back-office personnel.

1/18/2008 5:48 PM7Driving Global Customer SuccessNortel relies on the enterprise scalability and performance ofMicrosoft Dynamics CRM for a global deployment of 3,000+ users.ING configured Microsoft Dynamics CRM to deliver a moreproductive global system for purchasing and vendor management.MCF deployed Microsoft Dynamics CRM to reduce servicecall times by 80% per call and order entry time by 90%.Equinox uses Microsoft Dynamics CRM to drive its sales processes,with staff productivity up 8% and manager productivity up 5%.Cold Stone Creamery runs their membership club on MicrosoftDynamics CRM, saving millions of dollars over three years.

Mitsubishi Caterpillar8Microsoft Dynamics CRM Suite

Full CRM suite capabilities and application flexibilityInteractionsMarketingSalesServicexRMBusiness ProcessSOAFlexible Deployment9Fast, Productive Sales Management

Familiar interfacedrives user adoption and increased productivityWorkflow-drivensales processesensure consistencyand efficiencyFull spectrum of sales intelligence capabilities provides insight and accurate forecasts10Drive Fast and Productive Sales

A lead is created withthe appropriatesales workflow.

The lead is automaticallyrouted to inside salesto qualify and assign.

The lead is passed to the right sales person to close the opportunity.

A prospect requestsmore informationvia the web.

11HIDDEN SLIDEFor a deep dive into Sales (discussion with VP, Directors, Sales Managers), drop the Sales BDM Deck in here for more contentPick and choose the slides that are most relevant to your audience12Fast, Consistent Customer ServiceComprehensive customization and core platform capabilities ensures business agilityAdvanced workflow ensures consistency or service experienceComplete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling

13Drive Fast and Consistent Service

The service case is created with an appropriate service workflow.

The lead is automaticallyrouted to thebest available agent.

Service requests comein via phone, web,or other channels.

The knowledge baseis searched and solutions are suggested.14HIDDEN SLIDEFor a deep dive into Customer Service (discussion with VP, Directors, Managers), you can drop the Service BDM Deck in here for more contentLeverage the slides that are most relevant to your audience15Fast, Effective Marketing ManagementIntuitive segmentation tools drive superior target selection Workflow-driven processes increasereach and relevancySeamless tracking of cross-channel communications saves time and money

16Drive Fast and Effective MarketingA new campaign is budgeted, approved,targeted, and executed across multiple channels

Campaign responsesare captured;ROI is trackedand reported continuously

17HIDDEN SLIDEFor a deep dive into Marketing (discussion with VP, Directors, Managers), you can drop the Marketing Automation BDM Deck in hereLeverage the slides that are most relevant to your audience18The Power of Choice for Software + ServiceChoose how you USE IT - Outlook, browser, mobileChoose how you GET IT - Software o