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Microsoft CRM 3.0 Features that provide values for customers.
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Transcript of Microsoft CRM 3.0 Features that provide values for customers.
Microsoft CRM 3.0Features that provide values for customers
Microsoft CRM | Our Value for Customers
More productivity
Common user experiencewith Office & Outlook
Reduced click countsfor every task
Complete capabilitiesin the office & on the road
Works the Way
You Do
Works the Way
You Do
Better management
Powerful workflow drivesconsistent processes
Automated alerts andexception handling
Closed-loop trackingand reporting
Works the Way Your Business
Does
Works the Way Your Business
Does
Works the WayIT
Wants It To
Works the WayIT
Wants It To
Reduced load
Simplified installationand maintenance
Common configurationand customization tools
Integrates easilyvia Web services
Microsoft CRM | Our Value for Customers
More productivity
Common user experiencewith Office & Outlook
Reduced click countsfor every task
Complete capabilitiesin the office & on the road
Works the Way
You Do
Works the Way
You Do
Investment AreasInvestment Areas
Outlook Integration
Ease of Use
Role-based UI
We Heard Your Feedback…
“It should just work…”No more Outlook custom formsRobust offline sync model
Make it useful for other groups
Access to Service and Marketing
Faster user adoptionFit better inside Outlook shellFit better within Outlook
processes
Deep User ResearchUsability metrics
Issue scorecardExit criteria scorecard
Metrics research
BenchmarkingCompetitorsAccessibility
Feature research & validation
Process ResearchMBS PersonalsLong Term UsageProcess models research
New Outlook Client Flexibility
Desktop Client
Laptop Client
Sync Outlook data
Yes Yes
Multi-User enabled
Yes No
Offline Support No YesSoftware Components
Outlook Add-in Outlook Add-in
MSDEEasy deployment
Yes Yes
83
24 15
165
39 37
Clicks Windows Screens
CRM 3.0
CRM 1.2
Reducing Application FrictionMeasured across end-to-end scenario
Microsoft CRM | Our Value for Customers
Better management
Powerful workflow drivesconsistent processes
Automated alerts andexception handling
Closed-loop trackingand reporting
Works the Way Your Business
Does
Works the Way Your Business
Does
Investment AreasInvestment Areas
Marketing Automation
Service Management
Reporting & Analytics
More productivity
Common user experiencewith Office & Outlook
Reduced click countsfor every task
Complete capabilitiesin the office & on the road
Works the Way
You Do
Works the Way
You Do
Works the WayIT
Wants It To
Works the WayIT
Wants It To
Reduced load
Simplified installationand maintenance
Common configurationand customization tools
Integrates easilyvia Web services
Marketing Scenarios
My Best Customers
Quick Campaign
Corporate Campaign
Field marketing
RequirementsList management
Sales-initiated marketing
Centralized planning
Reusable campaigns
Bulk activity support
Imported vendor results
Direct e-mail blast
Outsourced Campaign
B2
BB
2C
List Management
Collection of Accounts, Contacts or Leads
Used in Marketing Campaigns and Quick Campaigns
Lists can be created via:Individually via Lookups or Adv Find resultsAdv Find ResultsImport
Quick-Campaigns Add members to List (via Adv
Find )
Create Phone Activity for members of
List
Work on the Activities Created
Track Responses and
follow-up
Create communications in bulk (leads, Accounts and contacts)
Track and follow-upInitiate anywhere
ListsSearch resultsViews
Run
Prepare
PreparePlan
Campaign Workflow
Create Campaign
Work on Own Tasks
Work on the Activities Created
Populate Dates / Budgets /
Offers
Attach ‘Sales
Literature’
Attach target
Products
Create Target Lists
Gather Campaign Responses
Assign tasks to Nicole
Create Planning
Tasks
Follow up on
responses
Create Campaign
Activity
Work on Own Tasks
Start Sales Process
* *
Evaluate RunAttach Target
List & propagate to Field Sales
Review Progress
Quick versus Full Campaign Full Campaign Quick CampaignPlanned Ad-hoc
Details, financial data Minimal meta data
At least 1 Campaign Activity Single Campaign Activity
Track ROI, Responses, Budget and custom
Track Campaign Responses
Requires at least 1 List Can run against any list, view or Adv Find result of Contacts, Accounts or Leads
Customizable Not Customizable
Microsoft CRM | Our Value for Customers
Better management
Powerful workflow drivesconsistent processes
Automated alerts andexception handling
Closed-loop trackingand reporting
Works the Way Your Business
Does
Works the Way Your Business
Does
Investment AreasInvestment Areas
Marketing Automation
Service Management
Reporting & Analytics
What is Service?Service
Time, knowledge, and resources provided to a customerNOT just Customer Support
Service ManagementProcess framework for delivering exceptional service
_______________________Service Scheduling
Component that enables optimized, efficient, automated service management
Service Management Scenarios
Automotive Service
Equipment repair
General contracting
Construction
PersonasDispatcher
Scheduler
Receptionist
Field Technician
CSR*
Service Manager*
Outbound break/fix
Building Maintenance
Field Service
IT consulting
Healthcare providers
Legal services
Training
Event management
Trade
Professional
Support
Case management
General
+
Planning
Sch
eduli ng
DeliveryF
ollo
w-u
p
Planning
Sch
eduli ng
DeliveryF
ollo
w-u
p
Service Lifecycle
PlanningSchedulingDeliveryFollow-Up
Scheduling Engine
SchedulingEngine
Service ManagementPlanning
ServicesResources
Human: Users
Capital: Facilities/Equipment
Resource GroupsClassify Resources by skill, proficiency, experience
SitesWorking HoursBusiness Closures
Service ManagementScheduling
Service CalendarBrowse availability
Optimized Availability SearchAutomatic Conflict Detection Outlook Calendar Integration
Service ManagementFollow-Up
Out of the box reports
WorkflowService ActivityDynamic Date Support
Service Activity Volume
0
10
20
30
40
50
60
70
80
Jan-04
Feb-04
Mar-04
Apr-04
May-04
Jun-04
Jul-04 Aug-04
Sep-04
Oct-04
Nov-04
Dec-04
Month
# o
f S
ervi
ce A
ctiv
itie
s
Neglected Cases by Days Neglected
0
2
4
6
8
10
12
14
5-10 11-15 16-20 21-25 25-30
# Days Neglected
# C
ases
Microsoft CRM | Our Value for Customers
More productivity
Common user experiencewith Office & Outlook
Reduced click countsfor every task
Complete capabilitiesin the office & on the road
Works the Way
You Do
Works the Way
You Do
Better management
Powerful workflow drivesconsistent processes
Automated alerts andexception handling
Closed-loop trackingand reporting
Works the Way Your Business
Does
Works the Way Your Business
Does
Works the WayIT
Wants It To
Works the WayIT
Wants It To
Reduced load
Simplified installationand maintenance
Common configurationand customization tools
Integrates easilyvia Web services
Microsoft CRM | Our Value for Customers
Investment AreasInvestment Areas
Simple and Reliable
Less IT Involvement
Lower IT Barriers
Works the WayIT
Wants It To
Works the WayIT
Wants It To
Reduced load
Simplified installationand maintenance
Common configurationand customization tools
Integrates easilyvia Web services
Supported ConfigurationsServer
Server OSWindows 2003 SP1Windows 2000 SP4Small Business Server 2003 SP1
SQLSQL 2000 SP4Both 32 & 64 bit SQL ServerSQL 2000 Reporting Service SP2SQL 2005
ExchangeExchange 2000 (Windows 2000 only)Exchange 2003
Application ServerIIS 6IIS 5.NET Framework 1.1
Supported ConfigurationsClient
Client OSWindows 2000 Professional SP4Windows XP Professional SP1Windows XP Tablet SP1
SQLMSDE 2000 SP4
OfficeOffice XP SP3Office 2003 SP1
BrowserIE 6IE 7 (not for TAP2)
Microsoft CRM | Our Value for Customers
More productivity
Common user experiencewith Office & Outlook
Reduced click countsfor every task
Complete capabilitiesin the office & on the road
Works the Way
You Do
Works the Way
You Do
Better management
Powerful workflow drivesconsistent processes
Automated alerts andexception handling
Closed-loop trackingand reporting
Works the Way Your Business
Does
Works the Way Your Business
Does
Works the WayIT
Wants It To
Works the WayIT
Wants It To
Reduced load
Simplified installationand maintenance
Common configurationand customization tools
Integrates easilyvia Web services
© 2005 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.