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MAKE THE CONNECTION. CONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE. Over 5,500 customers Over 150,000 users Over 1,500 partners Full suite of marketing, sales, and service Native Office experience Web services architecture Fast, flexible, & affordable

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Make the connection l.jpg

MAKE THE CONNECTION

CONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE


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Over 5,500 customers

Over 150,000 users

Over 1,500 partners

Full suite of marketing,sales, and service

Native Office experience

Web services architecture

Fast, flexible, & affordable

Two Editions, one designed for Small Business, the other for Mid Market / Enterprise Customers

Available in 23 languages*

Microsoft CRM | At A Glance

Microsoft CRMCustomer Growth Worldwide

+100%

+100%

* Version 3.0 through mid-2006


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The CRM Market Today

North America and EMEA are growingat 6.2% per year in 2005-2009;

LATAM, Japan, and Asia/Pacific aregrowing at 9.3% per year.

Mid-market and enterprise are big now

Small Business is growing fast

Source: Gartner Inc.


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What is CRM?

How does it differ from simple “contact management”?

  • Customer-facing

    • Sales, service, and marketing activities

  • Process-focused

    • Workflow drives consistent execution

  • Team-oriented

    • Collaborate with others inside & outside of the organization


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What Do Businesses Need From a CRM System?

  • Strong user adoption

    • If your people won’t use it, it has no value

  • Great business fit

    • Consistent processes and real-time visibility

  • Fast, flexible, and affordable technology

    • Quick to deploy and easy to manage


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Works the WayYou Do

Works the WayYour Business Does

Works the WayTechnology Should

More productivity

In day-to-dayCRM tasks

Better managementcontrol andvisibility

Reduced loadon IT implementersand operations

Common user experiencewith Office & Outlook

Reduced click countsfor every task

Complete capabilitiesin the office & on the road

Powerful workflow drivesconsistent processes

Automated alerts andexception handling

Closed-loop trackingand reporting

Simplified installationand maintenance

Common configurationand customization tools

Integrates easilyvia Web services

Microsoft CRM | Reinventing CRM to Drive Success


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The Customer Management Pyramid

Link what we know about customers,

with the point at which we interact with them

Microsoft Dynamics ® CRM

Organizational strategy

Customer detail, business analysis

Data

History

Automation / Workflow

Customer-related business processes

Sales

Service

Marketing

Support

Avaya IP Office

Customer contact management

Routing

Monitoring

Scheduling

Reporting

Scripting

Queuing

Touch Point Centre

(Customer Interaction Management)

Web

Touch points management

Voice Out

Voice In

Email

Web chat

SMS


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  • Provides a true all in one CRM Communications solution

    • All provided through one point of contact

  • Integration provided out of the box, no 3rd party software required

IP Office Customer Management:

IP COMMUNICATIONS

  • IP Office (406 – 412)

  • Compact Contact Center V5

  • VoiceMail Pro 3.0

  • AV-MSCRM Telephony Integration

CUSTOMER RELATIONSHIP MANAGEMENT

  • Microsoft Dynamics ® CRM 3.0

    • Microsoft CRM Small Business Edition

      • Server

      • Users

    • Microsoft CRM Professional Edition

      • Server

      • Users


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Lead management

Opportunity management

Account & contact mngt

Activity & task management

Direct email

Territory Management

Set of reports

Lead Routing

Workflow

Sales process management

Product catalog

Quotes, orders, invoices

Functional view of IP Office Customer Management

MS CRM Sales/Customer Service/Marketing

  • Case management

  • Service request

  • Searchable knowledgebase

  • Queuing

  • Account & contact management

  • Activity & task management

  • User & Business management

  • Set of reports

  • Customization tools & utilities

  • Workflow

  • Contract management

  • Routing

  • Product catalog

  • Calendaring

  • Craft direct-mail pieces

  • Launch Campaigns

  • Track Campaign results

    • Cost

    • Revenue

    • Pipeline mgmt

IP Office & IP Office Applications

  • User management

  • MS CRM Integration

  • Call queue management

  • Multimedia: voice, email, web chat

  • Voice recording

  • Number recognition & presentation

  • Full featured PBX/IP PBX

  • LAN/WAN Networking

  • VPN Support

  • Call routing

  • Voice mail

  • Auto Attendance

  • Reporting & statistics


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MSCRM

IP Office Server

IP Office Customer Management:Implementation

User

Logon

Status


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IP Office Customer Management:Inbound Screen Pop

Microsoft CRM

MSCRM

IP Office Server

Service Department

Caller ID/

Account #

SBE or Professional Editions

Example: Incoming caller rings into an auto attendant/IVR, dial in their account number which is converted to a call data tag, providing a screen pop directly into the account screen on Microsoft CRM™.

Determine which screen you want “popped” upon an inbound call


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IP Office Customer Management:Outbound dialing from account, contact, leads and phone activity screens

  • Built into Microsoft CRM: easy to use!

Splash Screen


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New in MSCRM 3.0

  • Resolve Multiple Matches

    • Answer Bar


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Customer Success Stories - Blood Diagnostics

“The CRM solution has made a tremendous impact on the efficiency of our sales team. With our sales representatives typically making between 70 – 100 calls a day, even seconds saved on each call can affect our bottom line.” Toby Selix, CIO

  • Customer Business Challenge:

  • Network two remote locations with main headquarters office and dramatically reduce inter-company toll and long distance call expenses

  • Solution:

  • Acquired Avaya IP Office 406 with advanced applications

    • Voice Messaging with Auto Attendant, Phone Manager Pro, Avaya Microsoft CRM Integration Software

  • Customer Results/Benefits:

  • Dramatically reduced toll and long distance charges for inter-company calls

  • Seamlessly integrated with the Microsoft Dynamics ® CRM application resulting in improved customer service

  • Connected three locations on one system to provide customers with better service and more available agents

Note: Can be found on the BP Portal: Marketing/Customer Showcase & Reference Program


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Customer Success Stories

“Need quote”

  • Customer Business Challenge:

  • The company needed a robust call center and CRM solution that would allow them to track and report calls accurately

  • Solution:

  • Acquired Avaya IP Office 406 with advanced applications

    • VM Pro, Compact Business Center, Avaya Microsoft CRM Integration Software , MSCRM 3.0, Weston Technology AudioNet

  • Customer Results/Benefits:

  • Reduced turn around time for medical care for customers

  • Efficient tracking of business productivity including intelligent call routing

  • Achievement of strict Service level agreements via tracking and call recording via IP Office and Microsoft Dynamics ® CRM


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How do you start get started?

  • Partner with a Microsoft CRM reseller

    • Contact your CAM

  • Become CRM certified

    • Agree and sign the on-line Microsoft CRM Software Advisor Agreement:

      https://mbs.microsoft.com/forms_secure/mscrm/relationshiptype.aspx

    • On-Line Courses available/ Certification needed on the following:

      Microsoft CRM Application (3 courses)

      Microsoft CRM Installation & Configuration

      Microsoft CRM Customization

    • Partner needs a minimum of two individuals who have passed the following certification exams between them:

    • Certification exams – Vue or Prometric Testing


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Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™and FIFA Women’s World Cup 2003


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