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CDM Microsoft Dynamics CRM for Unions
Microsoft CRM Union
and optional related
modules for Microsoft
Dynamics CRM 2011
CDM Microsoft CRM Software architecture
Union Basis Module
Integratio
n To
ol
Mo
bile
MS CRM
Dynamics CRM Metadata CDM Development foundation
Recru
itmen
t
Ch
urn
Event
SMS
Call cen
ter
Loyalty P
rogram
e-survey
Cu
stom
ization
s
Digital m
agazines
Union Basis
Union Basis
• Standard member data (Ex. Member basis data, essential dates, education, name of employer, skills , certifications etc.)
• Membership segmentation model(Ex. Age, gender, skills, current status potentiel member, current member and previous member see fig.).
• Membership log (Ex. Log of all union related member activites i.e. Calls, e-mails documents, activities who has done what etc.)
• Team structure (Ex. Team pool activities).
Segments - 20 21 - 28 29 - 42 42 - 62 63 +
New 1 2 3 4 5
CRM for Union – Basis – Planning Center
• Planning Center(Ex. My day, member pool activities, early warnings, TODO, planned
meetings, campaign generated activities etc.).
• Dashboards(Ex. Number of members lost YTD, Number of members won back YTD, Cost
per new member, Loyalty ratio, Loyalty programs Win back percentage etc.)
Planning Center
Utilization of recruitment resources
Recruitment
• Planning recruitment resources(ex. # meetings, calls , social arrangements, cost per recruited member etc.)
• Resource optimization(ex. Optimizing , teams, skills, districts, companies, organized labor vs. not organized etc.)
• Recruitment KPI indicators(ex. Dashboards for managers , cost per recruited member, number of activities budgetted compared to actual etc. )
Loyalty programs
Loyalty programs
• Loyalty Matrix(ex. Loyalty and satisfaction parameters, loyalty F/S etc.)
• Data collection and handling (ex. Integration to e-survey, telemarketing module, mobile device, workflows enhancing customer loyalty and satisfaction etc.)
• Graphics and management(ex. Loyalty maps link to financials, multi dimensional satisfactions analysis)
Churn
Churn programs
• Churn segmentationEx. Early warnings on risc members, sub segmentation of members preparing to leave the union etc.)
• Churn programs(ex. Sub segmentation with automated win back programs workflows, call center calls etc.)
• KPI churn programs(Ex. Cost per member won back, number of members won back etc.)
Multidimensional communication matrix
Digital magazines
• Communication channel selection(Ex. Preferred communication channel i.e. e-mail, Call, SMS, letter. Opt-in, Opt-out management etc.)
• Context driven segmentation(Ex. Profile driven segmentation ie. age, skill, status)
• Context driven communication(Ex. Personalized mass communication, text variations,
digital magazines, digital links etc. )
Segment 1 Segment 5
Segment 11 Segment 14
Union Events
Event Management
• Event templates(ex. conference, seminar, breakfast meetings , education etc.)
• Workflow supported(ex. Invitation, response etc.)
• Manage and visualize status(ex. Event participation, lodging, transportation etc.)
Call Center in – and outbound
Call Center
• Telemarketing outbound(ex. Phoners, call script, CTI, coding, batches, meeting calendar, material handling, workflows etc.)
• Telemarketing inbound(ex. 1st level, 2nd level support, Call in database look-up, A-number/B-number, Coding, Workflows etc.)
• Reporting(ex. Calls per meeting, Calls per order, Calls per phoner per hour, Average number of Calls, Peak hours etc.)
SMS
SMS interview
• Questionnaire handling(ex. Mass Broadcast, questions and possible answers, trigger based functionality, scoring, reminder workflow etc.)
• Standard Integration(ex. Loyalty program)
•
• Graphics and management(ex. Multidimensional analysis and graphics)
E-survey
• Questionnaire management(ex. Create questions and possible answers, trigger based functionality, scoring, workflow etc.)
• Standard Integration(ex. Loyalty program)
• Graphics and management(ex. Multidimensional analysis and graphics)
E-survey
Mobile devices
Mobile device
• Standard mobile interface(ex. Windows, Android, iPad, iPhone - No need of any middleware! )
• Offline supported(ex. SQL Server Compact Edition local database)
• Easy management of set-up
MobileCRM
Client Application
SQL Server
Compact
Client Database
Client
Serv
er
Microsoft
Dynamics CRM
Integration tools
Integration tools
• Standard integration(ex. Experian ,D&B , NN etc. )
• Configurable(ex. Interface to ERP, Data warehouse etc.)
• Management(ex. Job queues Transfer status, Warnings etc.)
Standard solution
External
Intern
al
Configurable
- Experian
- RKI
- D&B
- N&N
- Revenue
- Products
- LID
- Traffic
- BI
- Privileges
CDM Basis price structure Union (EURO)
Overview:Modules
E-survey
Mobile
Integration tools
Recruitment
Call Centre
Churn
Loyalty program
Event
Digital Magazines
Basis
Start up fee per user
0
0
0
0
0
0
0
0
0
180
Rental model per user /month
15
10
10
10
10
10
15
15
10
10
On-premise incl. SA first year
170
140
140
140
140
140
170
170
140
140
General price information
• All pries in Euro
• Basis module includes 2 add in modules free
• Software Assurance 22 % yearly
• Named users
> 50 users 5 %
100- 500 users 10 %
501-1.500 users 15 %
> 1.500 users negotiable
Discount Model