Serve Your Customers Better with Microsoft Dynamics CRM

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What’s On The Agenda Today• Today’s Customer Service Challenges

• New Choices for Managing Customer Relationships

• Microsoft CRM Momentum

• Managing Customer Service with Microsoft CRM

• Demonstration

Key Challenges in Managing Customer Service

•Scaling customer service to support business growth

•Avoiding higher support costs

•Increasing customer satisfaction

•Increasing contract cancellations

•Not using support personnel for cross-sell/up-sell

•Manual support processes

•High staff turnover•High training costs

Managing Growth Decreasing support revenueIncreasing Support Costs

Includes an end-to-end process that allows you to collect actionable information about each

customer

How to Manage Customer Service Challenges?

Creates a customer-

centric culture

Helps your employees analyze

customer information

Makes it easier for employees to

collaborate with internally and externally

A Winning

CRM Strategy

How is CRM Different from Contact Management?

Customer Facing• Sales, service, and marketing activities

Process-focused• Workflow drives consistent execution

Team-oriented• Collaborate with others inside and outside of the organization

A 2004 AMR Research study found that• 28 percent of CRM projects• 33 percent had

» Two-thirds of respondents were with the ease of use of their CRM system

» More than half of respondents were

with their CRM system's return on investment (ROI)

“First-Generation” CRM Problems

A 2005 Forrester Research study found that

What Do Businesses Need From CRM Systems?

• Reliable user adoption

• Great business fit

• Fast, flexible, and affordable technology

New Choices For CRM Systems Today!

Yesterday’s ChoiceYesterday’s ChoiceComplicated CRM Complicated CRM Systems That You Systems That You

OwnOwn

Generic Hosted Generic Hosted CRM That You CRM That You

RentRent

Microsoft Dynamics CRMMicrosoft Dynamics CRM

Customize to Your Business NeedsCustomize to Your Business Needs Easy to Get, Easy to Use – Easy to Get, Easy to Use – On-premise and/or On-premise and/or

HostedHosted

Today’s ChoiceToday’s Choice

Heavy, Heavy, complex, and complex, and

expensiveexpensive

Basic butBasic but““easy to easy to

get”get”

Microsoft Dynamics CRM At A Glance

• Over 7,500 customers

• Over 250,000 users

• Full suite of marketing,sales, and service

• Native Office experience

• Web services architecture

• Fast, flexible,and affordable

• Available in22 languages

Microsoft CRMMicrosoft CRM

Customer Growth WorldwideCustomer Growth Worldwide

FY03 FY04 FY05 FY06

100%100%

100%100%

100%100%

Small Businesses Large EnterprisesMidsized Companies

Strong Growth Around The WorldStrong Growth Around The World

The Power Of An Integrated Solution

SalesSales ServiceService

MarketingMarketing

Service-orientedService-orientedarchitecture builtarchitecture built

on industry standardson industry standards

Easy for users to Easy for users to adoptadopt

Easy for IT to manageEasy for IT to manage

Deploys on-premiseDeploys on-premiseor hostedor hosted

A complete CRM suiteA complete CRM suitethat utilizes thethat utilizes the

power and power and productivityproductivity

of the Microsoft of the Microsoft platformplatform

Customers Speak Out

““Quiznos successfully implemented Microsoft Dynamics Quiznos successfully implemented Microsoft Dynamics CRMCRMjust over a year ago for approximately 550 users. We are just over a year ago for approximately 550 users. We are planning on upgrading to version 3.0 to take advantage of planning on upgrading to version 3.0 to take advantage of several new features, including the addition of entities several new features, including the addition of entities along with advanced querying and exporting capabilities.”along with advanced querying and exporting capabilities.”

–– Kristie Reid, IT project manager, Quiznos Kristie Reid, IT project manager, Quiznos

““I was sold on Microsoft CRM the first time I saw it,”I was sold on Microsoft CRM the first time I saw it,”– John Walker, Sr. VP, Bus Dev, Phoenix – John Walker, Sr. VP, Bus Dev, Phoenix

SunsSuns

““Microsoft CRM is getting more powerful in the Microsoft CRM is getting more powerful in the marketplace.marketplace.It’s more accessible, the price is right, it’s easier to adopt. It’s more accessible, the price is right, it’s easier to adopt. Greater flexibility to automate existing business processesGreater flexibility to automate existing business processesis a critical win,”is a critical win,”

– Berhard McMahan, Chairman, JustGoodBusiness– Berhard McMahan, Chairman, JustGoodBusiness

Key Benefits Of Microsoft CRM

• Works the Way You Do– It’s an easy and natural way

for your people to use CRM

• Works the Way Technology Should– It’s fast, flexible, and affordable

• Works the Way Your Business Does– It can be tailored to fit each business

Microsoft CRM | Works the Way You Do

• Native

Microsoft

Outlook

Folders &

Command Bar

• Automatic

calendar,

contact, task

and email

synchronizatio

n

• Quick views

of relevant

information

Drivesales,

service, and marketing right from Outlook.

Track activities

with a single click. Share views

across your team.

Microsoft CRM | Works the Way Your Business Does

• Powerful reporting via SQL Reporting Services

• Take data into Excel while maintaining a live data link

• Secure, roles-based access at the database level

• Create workflow based on standard and custom entities

• Evaluate conditions and actions across systems

New LeadReceived

ExistingAccount?

CreateNew Acct

CreateNew Oppty

Assign toTelesales

AlertSales Rep

Y

N

Microsoft CRM | Works the Way Technology Should

Roles-BasedUser Experience

Roles-BasedUser Experience

Business Workflowand Visibility

Business Workflowand Visibility

Integration andExtensibility

Integration andExtensibility

• Use Outlook, browser, or mobile device

• Get just the right tasks to each user

• Intelligent links to Microsoft Office

• Drive more consistent process execution

• Tailor the system to fit your business

• Get instant visibility and alerts

• Web services architecture

• Connect multiple systems in real-time

• Easily import & export data

Microsoft CRM 3 Delivers Customer Choice

On-PremiseOn-PremiseMicrosoft CRMMicrosoft CRM

Partner-HostedPartner-HostedMicrosoft CRMMicrosoft CRM

On-PremiseOn-PremiseMicrosoft CRMMicrosoft CRM

Partner-HostedPartner-HostedMicrosoft CRMMicrosoft CRM

Start hosted orStart hosted oron-premise,on-premise,

and migrate easilyand migrate easilyif your needs changeif your needs change

Managing Customer Service with Microsoft CRM

Call Center Integration

•CTI/Screen Pop (ISV adapters)

•Increase agent productivity with click to dial

•Decrease call handling time

Case Management

•Track cases to closure

•Assign cases for follow-up

•Communicate status to customers (SharePoint)

Service Scheduling• Efficient use of resources• Timely service delivery• Timely resolutions

Reporting•Manage resources effectively

•Better handle on support costs

•Insight into customer satisfaction

Demo

Microsoft CRM | Customer Service Key Benefits• Resolve cases fast by streamlined case

management• Automate service processes by assigning, managing and

resolving support incidents with automated routing, queuing and escalation, along with case management, communications tracking and auto-response email

• Deliver superior customer service by logging, analyzing and resolving issues with streamlined access to service contracts, FAQs and historical customer information

• Reduce training costs and increase productivity• Manage customer service within Microsoft Outlook• Resolve issues quickly and accurately by having a

searchable, shared knowledge base of articles organized by product and service category

• Increase customer satisfaction by proactively measuring the service quality of every service interaction

• Problem resolution in hours versus days

• Web-based problem tracking

• Increased productivity• Simple, effective target

marketing

• Deploy Microsoft® CRM and Microsoft Windows Server™ 2003

• Automated, centralized customer information system with consistent customer response process

• Customer service problems as business grew

• No centralized place for customer information

• Paper-based problem tracking

• No accountability for customer problems

Freight payment processes use CRM to improve customer serviceand increase employee productivity

“Our goal is to create closer ties with customers and find new ways to treat them better. Microsoft CRM and

Microsoft SharePoint technologies are giving us new ways to do that.”

Bill McCown, Senior Corporate Manager of Infrastructure and Operations, Trendset, Inc.

Customer BusinessChallenge Solution Customer

Results/Benefits

Microsoft CRM | Next Steps

• Choose Microsoft CRM for the technology and as platform to improve customer service while decreasing service costs

– Outstanding user experience and adoption

– Great business fit and visibility into results

– Scalable, secure and extensible platform

• Define a complete CRM solution and plan that includes people, process, and technology

– Microsoft and its global network of partners are committed to your success

© 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

Microsoft CRM | Feature Overview

Native Outlook ExperienceNative Outlook Experience

Roles-based user Roles-based user interfaceinterface

Dynamic helpDynamic helpand suggestionsand suggestions

Pervasive mobile Pervasive mobile capabilitiescapabilities

High performance syncHigh performance sync

New CRM ModulesNew CRM Modules

Marketing Automation,Marketing Automation,including Quick including Quick CampaignsCampaigns

Service Automation, Service Automation, SchedulingScheduling

SQL Reporting Services SQL Reporting Services

Platform FlexibilityPlatform Flexibility

Custom entitiesCustom entities

Extensible workflow Extensible workflow engineengine

Real-time app Real-time app integrationintegration

Easy portal integrationEasy portal integration

Installation and UpgradeInstallation and Upgrade

Installation diagnosticsInstallation diagnostics

Automatic Web ServicesAutomatic Web Services

New security modelNew security model

Metadata import/exportMetadata import/export

Hundreds of new featuresHundreds of new features