Wolainfo - Do I need CRM type solutions

27.10 2009

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Do I need CRM type solutions

Nowadays almost every company uses applications where data on potential and current customers, partners, meetings, products, services and offers are stored, but do they allow for easy use and fast access to required data and possibility to exchange information with co-workers?

Which of the following cases fit the situation in your company best?

LACK OF ONE RELIABLE SOURCE OF INFORMATION

Data on potential customers, offers, meetings and orders are stored in non-integrated sources, from book-keeping systems, through Outlook, Excel, Access to paper documents. Reaching information is time-consuming and tiresome.

WEAK INFORMATION FLOW INSIDE THE COMPANY AND LACK OF COORDIANATION

Many people attend one customer, but information on contacts and agreements do not reach other people every time, which makes action difficult and leads to misunderstandings.

LACK OF HOLISTIC VIEW ON SITUATION AND CURRENT ANALYSIS

Usually periodical reports are enough, but sometimes one has to really try hard to provide accurate, current information. There is no possibility to generate a question inside the system without IT specialist help. Sometimes a product, sales representatives or customers analysis is required when cost efficiency is necessary and then act accordingly and modify sales strategy. However without a reliable data system it is not possible.

LACK OF CURRENT INFORMATION OUTSIDE OF COMPANY

Sometimes it happens that there is an urgent need for crucial information just before or during customer meeting. Without calling the company, hoping that someone can provide us with information, we are not fully prepared for the meeting.

WHAT BENEFITS CAN ONE EXPECT FROM CRM IMPLEMENTATION?

Exact benefits are dependent on company situation and project goals. Generally, from business point of view, after a successful implementation of CRM class system (Customer Relationship Management) one can expect better organization, costs reduction and increase of income

Better efficiency of marketing and trade actions (i.e. better segmentation, reliable sales prognosis)
Precise reports and better decision making
Better customer service
Increased customer satisfaction
Better cooperation, task-sharing and information sharing
Costs reduction
Automation of tasks, automated notification and task creation, fast offer preparation, self-service Internet forms, workflow etc.)
Fast information access
Sales and customer services costs lowering

WHY MICROSOFT DYNAMICS CRM SYSTEM?

Microsoft Dynamics CRM 4.0 is a fully integrated system for customer relations management.

Microsoft Dynamics CRM 4.0 system allows for creation and saving of a clear visualization of customer relations at all stages, beginning with initial contacts, through sales to later service. Software package contains tools for sales, marketing and customer service support. Microsoft CRM Dynamics 4.0. is an intuitive and easy to use application. Users may choose two modes of operation - Outlook or Explorer browser level. Both interfaces are widely known, which means short. Due to integration with commonly used applications of Microsoft Office, Microsoft Dynamics CRM is a highly effective and flexible solution.

Microsoft Dynamics CRM 4.0 is:

Rich functionality and easy use
Integral part of Microsoft Outlook
Integration with Microsoft Office (Word, Excel)
Mobile work possible in standard (offline & online)
Developed reports and analysis
Flexibility allowing for application alterations according to needs
Easy parameterization of the system
Possibility to modify the system oneself
Quick implementation
Positive reception by users
Tried solution: over 8 000 customers and 200 000 users
Modern .NET technology and constant development of the application by Microsoft

Marketing: exact, complex and current customer information which allows for successful marketing decisions

Customer segmentation in a data base, when profitability, preferences and needs are considered, allows for preparation and executing of marketing actions oriented on precisely defined target groups. Additionally using available tools for workflow allows for efficient campaign realization. Marketing specialists can use tools offered Microsoft Dynamics CRM for:

customer segmentation
campaign planning and running
analysis and report on effects of all marketing actions
cooperation with process handling connected to marketing-sales campaigns
information sharing
telemarketing services

Sales: more potential customers and more successful transactions

Full customer information access, online and offline, and the possibility for sales specialists to get real-time access to notifications and identify the possibility to achieve a cross-sale, means more finalized transactions in a given time. Microsoft Dynamics CRM 4.0 system offers the following functions:

Potential Customer relation management
trade processes management
sales areas management
sales prognosis and analysis
system data mobile-device access both in online & offline modes
quick access to information on products, services, pricelists and offers

Customer support: offer more

Ability to react quickly to customers’ problems, anticipation of actions, effective customer service at constant, high level means customer’s satisfaction and company’s profits at the long term level. Microsoft Dynamics CRM System offers the following functions:

notification service
contract management
knowledge base management
defining workflow between teams
reports and analysis on provided services
planning of realization of support services

Reports and analysis

Microsoft Dynamics CRM 4.0 offers vast possibilities of data analysis and reports, from simple ones, at user level, to more advanced reports prepared in MS SQL Reporting Services. A popular option of presentation of data contained in Microsoft Dynamics CRM 4.0 is the use of Dashboard, which makes it possible to display many reports in one system window at once, and each of those reports can be presented in its own format. Such way of presentation is very valuable for management since it makes it possible to visualize key factors of organization operation and evaluation of actual state in a graphical form.

The analysis can be realized, according to needs and preferences, in Excel reports with data provided directly from Microsoft Dynamics CRM 4.0 system. Integration and upgrading the solution with additional elements, system being open and using of technological standards, makes it possible for Microsoft Dynamics CRM 4.0 to integrate with other applications and creating complex solutions which meet customer’s needs. One of examples can be the integration with Microsoft SharePoint when there’s a need to communicate with customers via Internet portal, to handle forms, surveys and application, as well as to send notifications automatically.

Workflow mechanism can automatically create and distribute a task to a particular team, according to the typo and time of notification, as well as customer’s category. Another example is the integration of IT infrastructure in Call Center environment, when there’s need for providing the workers with full info on customers, and automated registration of connections, both incoming and outgoing, in Microsoft Dynamics CRM 4.0. Microsoft Dynamics CRM 4.0 application can be fully integrated with ERP systems in the company, which provides information and financial documents flow (for instance invoices or traders and partners’ provisions.

Return on Investment (ROI) Workshops

After the initiation of a CRM system one can count on working time of staff and management reduction as a result of an instant access to the operational data and reports. This and other factors influencing income and cost reduction, can be calculated from company’s individual parameters and estimated costs of introduction with the help of a calculator made exclusively for Microsoft Dynamics CRM 4.0. After the basic data on costs are gathered and cost reduction is simulated you shall be aware of:

Is it worth investing in Microsoft CRM class system initiation?
How much does the initiation of the Microsoft CRM solution project cost?
What is the return on investment time for this investment?

In order to establish the date of the workshop on ROI in your company, please send us an e-mail at the following address: mscrm@wolainfo.com.pl and please write: „Microsoft CRM workshop” (polish: „warsztat Microsoft CRM”) as a subject.

CRM Discovery - initial analysis.

CRM type system introduction is an effective way of observing how a particular company operates and considering any upgrades for particular tasks and key processes with the help of a modern CRM solution. We suggest a few days of initial analysis which shall, as a result, answer the following questions:

What are the benefits for a particular company after the introduction of the Microsoft CRM class system?
Which business activities can be improved upon?
What is the cost of Project initiation?
After what time can the new system be launched in our company?
How does the initiation look like?
What level of staff engagement shall be required during the initiation phase?

The results of the analysis are a solid basis to decide upon the launch of the project. Assessment of costs and time needed for initiation shall help to prepare better, both economically and at organizational level. In order to establish a date and learn more about prerequisites for the initial analysis, please feel free to send an e-mail at mscrm@wolainfo.com.pl and use „Microsoft CRM analysis” (pol. „analiza Microsoft CRM”) as the subject.

Download : do_i_need_crm_type_solution.pdf

author Anonim
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