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Top 5 + 1 Reasons and Examples of Why Companies Use Microsoft Dynamics CRM

David Goad Managing Director, eSavvy

eSMasterClass Webinars

Agenda INTRODUCTIONS THE CHALLENGEBACKGROUND ON DYNAMICS CRM TOP 5 REASONS AND EXAMPLES OF WHY COMPANIES USE DYNAMICS CRM ABOUT ESAVVYQUESTIONS

Introductions

David Goad Managing Director in eSavvy

Satisfied Customers is our goal. 100% of our customers surveyed said they would refer us.

Leaders in CRM deployment methodology. We teach other partners in it’s use.

Recognised for our expertise. We won 2012 APAC partner of the year

Experienced in more than 150 plus Deployments. eSavvy has worked with a number of major accounts.

A Specialist in Microsoft Dynamics CRM. We are a Gold Certified partner.

The Challenge – The Business Environment has changed

Business in the 1960’s…Time to relaxCocktails in the afternoonA mini bar in your officeDinner parties every nightNo internet or FacebookThe most complex piece of technology you had to use was a typewriter

The Challenge – The Business Environment has changed

Business in 2012…Shrinking budgetsIncreasing targetsIncreasingly sophisticated target audiences who use a multitude of technologies to take a decisionInternet and Social Networking Complex multi-modal buying behaviourBring Your Own (BYO) Mobile Device means data on the go in any form factor

…..Finding and Retaining Customers is more important and more complex than ever.Hence why having a good CRM system has become more important.

WHAT IS MICROSOFT DYNAMICS CRM?

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Microsoft Dynamics CRM is ...

Over 2,500,000 users in more than 80 countries with 40+ languages

Over 40,000 customers from small to enterprise

Over 1,200 partners delivering CRM Solutions

Deployments as large as 40,000 users in Australia

A Full Suite relationship management solution in it’s 5th release

Certified scalable to 150,000 concurrent users

Microsoft Dynamics CRM is a LEADER ...

According to the Analysts Microsoft Dynamics CRM is a Leader in….

Sales Force AutomationContact CentreCustomer Service

Source: “Magic Quadrant for CRM Customer Service Contact Centers,” Gartner., April 2010.

Microsoft Dynamics CRM provides “The Power of Choice”…

MAIN REASONS AND EXAMPLES OF WHY COMPANIES USE

MICROSOFT DYNAMICS CRM?

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CUSTOMER RELATIONSHIP TOOL THAT WORKS COMPLETELY

FROM WITHIN OUTLOOK

Reason #1

Next-Generation Outlook ClientThe Dynamics CRM Outlook Client was written by the Outlook Development Team. So you wont get a Better integrationOne Click Integration of …

Emails

Activities and Tasks

Meetings

With Enhanced Navigation and User InterfaceThat puts information at your figure tips… – Personal views– Record pinning– Most-Recently

Used lists– Real-time record

filtering– User configurable

layout

Customer Relationship Tool that works completely from within Outlook

Easy end user adoption as the product has an “Office” look and feel and extensive “help” functionality. Users can configure the system to their needs allowing them to only see the information they want to seeEasy to use Dashboards, In-line Analytics and ReportingEase of access (Online vs. On-premise; Mobile vs. Outlook vs. Laptop client)Easy to configure CRM to your specific needs. Easy to change your system as you change your business processes

CUSTOMER RELATIONSHIP TOOL THAT WORKS COMPLETELY

FROM WITHIN OUTLOOK

Example #1

eSavvy Sales Literature

MICROSOFT DYNAMCS CRM IMPROVES CUSTOMER SERVICE

Reason #2

Understand your Customers (360 Degree View)

• Everything about your customer in one screen…

– All internal data such as Contacts, Orders, Invoices, Activities, Documents, Relationship, Notes, Comments

– External data such as Social Networking Feeds, Industry Buzz, Location Maps

Enhance Your Process Mgmt. through Workflows and Queues

• Queues against any entity

• User and team queues

• Check-in/Check-out

• Queue routing

Improve your Call Processes through Guided Dialogs

• Improved Customer Services Processes…

• Guided flow and prompts

• Embeddable tips, queues and hyperlinks

• Dynamic and static response support

• Inline queries of CRM data

Dynamics CRM Improving Customer Service Through

Providing a 360 Degree View of the Customer/ ContactAbility to manage high volumes of Complaints and Cases easilyImproved throughput and efficiency through Queue ManagementProcess Automation through Workflows and DialogsFull Integration with free Customer Portal

Knowledge Management

• Access to contextual Info• Streamlined KM activities• Pre-populated response

template

Service Excellence

• Improved bottom line by 20%

• Improved 1st issue resolution• Consolidated data /

applications

Agent Productivity

• Improved agent productivity• Increased 1st contact

resolution• Reduced call handling times

Customer Loyalty

• Improved customer satisfaction

• Reduced customer churn • Identified new opportunities

Process Automation

• 10x > single product sales• replaced manual processes• Increased service

productivity

Analytics

• Actionable insights• Real-time customer data

reports• Improved KPI monitoring

Case Management

• Multi-tier case management• Dealer self-service for cases• Improved service to dealers

Contract Management

• Ability to track compliance• Optimized contract

fulfillment• Accurate pricing and terms

“With Microsoft Dynamics CRM, we’ll be able to keep up with 20 percent annual increases in customer inquiry volume without having to increase staff on our

Customer Care team.”- Davonne Minshew, Customer Care Manager at Hard Rock International

Customer Service Success with Dynamics CRM

MICROSOFT DYNAMCS CRM IMPROVES CUSTOMER SERVICE

Example #2

eSavvy Service Workflows

MICROSOFT DYNAMICS CRMHELPS BOOST SALES CONVERSION RATES

Reason #3

Full Sales and Pipeline Management

Sales and Pipeline Management within Dynamics CRM allows you to…

• Improve Forecasting

• Understand Win/ Loss Ratios and their causes

• Configure Structured Sales Processes

Mapping Complex Relationships through Connections

Connections within Dynamics CRM allows you to…

• Map Complex Relationships

• Connect any entity

• Definable roles

• Easy association of roles to individuals

• Time based queries

Managing Sales and Customer Service Team Performance through Goals

Understand how your business is doing real time…

• Fiscal or custom time period

• User and team goals

• Amount, count or stretch based goals

• Hierarchical with roll-up

With Full Sales Activity Management and Flexible Activities

Manage your sales teams activity with …

• Custom activities support

• Bulk actions (complete, cancel, Set Regarding)

• Event driven activities (i.e. case resolution)

• Re-occurring appointments

Dynamics CRM Boosts Sales Performance by…

Full Sales and Pipeline Management ProcessesMapping and Managing Complex Customer RelationshipsGoal Management to help manage performance Full Sales Activity Management

Pipeline ManagementSales Collaboration Performance Management

• Customer management• Complex sales processes• Integrated to retail systems

Account Management

• Streamlined communications

• Centralized parts & pricing• 20% increase in

productivity

Opportunity Management

• Automated key processes• Pipeline reports 2 days > 2

min• Reduced sales costs by 20-

30%

Lead Management

• Real-time dashboards• Telephony integration• Saves $13K / month from

SFDC

Real-time Analytics

• 360-degree customer view• Sales agreements & contracts• Integrated with SAP R/3

Order Management

• Streamlined purchase orders• Real-time ERP Integration• Reduced delivery time 85%

“The notion that a lead is worked in the system until it becomes a viable contact, account, and/or opportunity, is a good way to drive positive results.”

- Thomas Doerr, Project Delivery Director, CH2MHill

• Time to create opportunity 30m→1m

• Cross-sell opportunities up by 210%

• “Friendly fire” incidents down by 90%

• Holistic customer view across org.

• Avg. contribution rate up by 43%

• Avg. problem resolution time 75%

Examples of Improved Sales Productivity…

MICROSOFT DYNAMICS CRMHELPS BOOST SALES CONVERSION RATES

Example #3

eSavvy Lead Management

MICROSOFT DYNAMICS CRMIMPROVES MARKETING ROI AND HELPS

GENERATE NEW PROSPECTS

Reason #4

Email Marketing at its bestAn Email Tool that allows your Marketing Team to quickly and easily create professional looking marketing emails themselves.

Target your communications to your prospects and customers with emails that have Dynamic Content.

Surveys with skip logic to Capture Market Intelligence

Gain Market Intelligence …

• Understand the demand for your offerings

• Use skip logic to ask relevant questions and can complete survey’s faster.

Connect with Web Visitors

Anonymous Visitors Identified Organizations Identified Visitors Qualified Visitors

Automated Lead Nurturing and Scoring • Track interactions with each

of your contacts

• Automatically Qualify and Contact them when the need to be contacted

• When you contact them have more meaningful interactions

And full Social CRM Capabilities

Full Social Networking Integration with Twitter, Facebook and LinkedIn facilitates “Social Monitoring” and Lead Generation

Activity Feeds allows you to keep on top of those big issues and manage business complexity

It Improves Marketing Performance and Generates New Customers through

Dynamics Marketing Lists for targeted marketing

Full Closed Loop Marketing with ROI Measurement

Full Email Marketing with Inbox Preview and Dynamic Content

Lead Nurture and Lead Scoring

Web site Integration and Analytics

Automated, Contextual Emails and Texts

Easy to create Landing Pages, Forms and Questionnaires

Campaign Management

• Pinpoint campaigns and offers• 1,000 new customers in 1

campaign• 93% season ticket holder

renewal

Lead Management

• Holistic lead management process

• Reduced qualification time by 87%

• Increased lead quality by 75%

Performance Management

• Streamlined “Birthday Program”• Increased membership 7-fold• Reduced lead costs 80₵ to

pennies

Segmentation

• Integration to retail systems• In-depth

analysis/segmentation• Most profitable/costly

segments

Needs Analysis

• Needs analysis profile • Pinpoint segmentation• Tailored cross-sell campaigns

Marketing Planning

• Centralized marketing planning

• Local marketing execution• Proactive decision making

Real-time Analytics

• Real-time reports and analytics• Empowered marketing staff• Streamlined marketing ops.

Process Automation

• Integration to ext/internal systems

• Intelligent lead distribution• Streamlined sales matches by

25%

“ Microsoft Dynamics CRM provides us the ability to better serve our customers by delivering relevant communications and the innovative products they desire.”

- Heather Dorr, Senior Marketing of Marketing Information Systems, Cold Stone Creamery

Examples of Marketing Effectiveness

MICROSOFT DYNAMICS CRMIMPROVES MARKETING ROI AND HELPS GENERATE

NEW PROSPECTS

Example #4

eSavvy Email Management

MICROSOFT DYNAMICS CRM MAKES CUSTOMIZATION AND REPORTING

EASY

Reason #5

With Role Tailored Forms

• Role-based forms

• Multiple forms per entity

• Drag n’ Drop creation

• Web and Mobile support

Real-Time Dashboards and Inline Visualizations

• Real-time data

• Personal or system dashboards

• Point-and-click creation

• External data integration

• Contextual analytics

• Drill-down capability

And Easy to Configure Charts and Graphs

• Create your own charts through easy to use wizards

• Share them with other people

Advanced Customization and Configuration with Reporting at Your Finger Tips…

Dynamics CRM facilitates a Dynamic BusinessFields, Forms, Entities, Menus, Attributes and Dashboards are all configuration activities that a reasonably skilled business analyst can undertake……as are Workflows, Dialogs and Queues. Many reporting requirements can be handle through Advanced Find, Views and the Reporting WizardUser Configurable Dashboards and Views put information at your figure tips Advanced Find makes it easy to pull the data you need and do “what if’ analysis Full integration with Office (Excel) through Dynamic Pivot Tables and an Easy to User Reporting Wizard make it so the End User can do most of the reporting themselvesThrough SQL Reporting Services CRM support full Analytical Reporting and OLAP

MICROSOFT DYNAMICS CRM MAKES CUSTOMIZATION AND REPORTING

EASY

Example #5

eSavvy Project Management

MICROSOFT DYNAMICS CRM IS YOUR LOWEST TOTAL COST SOLUTION

Bonus Reason

Lowest Total Cost of Ownership

$0.00

$20.00

$40.00

$60.00

$80.00

$100.00

$120.00

$140.00

$44.40

$129 $125

Dynamics CRM Comp #1 Comp #2

With Dynamics CRM…

• Customer Portal is included• Integration with Office,

Outlook and SharePoint is native

Easy Financing with Microsoft Payment Solutions

Free up capitalCash flow solutionFixed repaymentsFlexible payment optionsAlign benefits with financial outlay Monthly payment capability for total solution (Cloud Customers)Lending process simple and easy

Microsoft Dynamics CRM In Summary

Easy to use with the Native Outlook/ Office interfaceFlexible (easy to configure to your needs)Lower Cost that most of the other solutions out in the marketEasier to pay for

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THANK YOU FOR ATTENDING!

DAVID GOADManaging Director, eSavvy

dgoad@esavvy.com.au