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
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