Microsoft Dynamics CRM

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Why CRM?

An effective CRM system provides better customer relationship management by connecting sales, marketing and customer service across the diverse array of manufacturing relationships, including:

  • Customers

  • Partners

  • Employees

  • Service providers

  • Distributors

  • Retailers

  • Direct and indirect sales channels 

 

CRM Features:
Sales

  • Sales team and territory planning
  • Lead management
  • Opportunity management
  • Account management
  • Forecasting
  • Reporting and analytics
  • Marketing
  • Planning and budgeting
  • Data and list management
  • Campaign management
  • Response and lead management
  • Reporting and analytics
  • Customer Service
  • Case management and scheduling
  • Interaction and knowledge management
  • Proactive sales and support
  • Reporting and analytics

Marketing

  • Planning and budgeting
  • Data and list management
  • Campaign management
  • Response and lead management
  • Reporting and analytics

Customer Service

  • Case management & Scheduling
  • Interaction & knowledge management
  • Proactive sales and support
  • Reporting and analytics

CRM allows you to develop a customer-centric approach for your business

It gives you the ability to create a complete view of each customer, from initial contact to post-sales and customer service. It also gives you cross-organizational insights into your customers and automates your processes to drive a consistent customer service experience and boost your productivity and sales opportunities. Implementing a CRM system will give you a competitive advantage by:

  • Improving coordination of your sales and marketing efforts
  • Reducing the cost of sales
  • Increasing revenue per customer
  • Providing superior customer service

Microsoft Dynamics CRM is a fast and flexible platform housed within a familiar Microsoft Office experience. It is available for use on-premise or as a hosted solution, and it can easily be transitioned from hosted to on-premise as your business infrastructure changes. Your system can be implemented in stages to meet your current and future needs, and ongoing feature development ensures that the solution will continue to adapt and grow along with your business.

 

Wireless accessibility to your CRM — anywhere, anytime

All of the features can be fully integrated and synchronized with your wireless devices to enable the adoption and productivity of CRM anywhere, anytime. Your mobile users will be provided with a similar experience users have on their desktops, including:

  • Securely accessing and editing data
  • Opening and forwarding documents and attachments
  • Setting independent user personalization
  • Quickly sharing CRM records by email with others
  • Receiving workflow and alert notifications that proactively advise when actions are required

Email and phone call records from the mobile user are copied to the CRM by either prompting the user to perform this action or allowing independent record selection. And because the synchronization between the mobile user and the CRM server is bi-directional and fully automatic, everyone in your company will be able to improve information flow and customer interactions — even when out of the office.

Integrate with existing ERP and other systems

No two businesses have the same integration requirements, even when integrating between common business applications. Phoenix Systems’ has the experience, industry knowledge and people to select and implement the right option to integrate Microsoft Dynamics CRM with any existing ERP or other system.

Microsoft Dynamics CRM - Business Applications

Custom dashboards Customized to present the information most requested by manufacturers, it drills down to a deeper level of information and measurement and displays the results graphically
Project management Tracks customer projects and monitors milestones, improving team communications and collaboration and providing visible project progress
Warranty management An automated feature that provides valuable customer insight and improves communications on expiring warranties, monitoring existing customers and increasing new sales and renewals
Plant and machine maintenance Schedules activities for repairs, maintenance and cleaning, minimizing downtime and outages and improving adherence to maintenance contracts
Employee management Tracks performance management and communications, improving job satisfaction for employees and HR staff
Partner relationship management Manages contract renewals and measures performance against contract agreements, creating stronger relationships and leveraging the full potential of the partnership
Recall and product update automation Creates a process to manage a recall, reaching out to customers quickly and directly to mitigate any damages brought by delays in communications
ISO certification management An automated feature where processes and work are documented and audited, increasing adherence by holding employees accountable and leaving less room for deviation
Time entry Automates capturing time associated with incidents, support/service calls and field work, making them more visible to the organization while improving processes for billing, status reporting and job tracking
Portal integration Allows external contacts (non-employees, contractors, distributors, etc.) to safely access data through a secure portal, eliminating risk and ensuring customer privacy
Notifications Allows users to subscribe to the business events that are relevant to them (sales leads, service reports, etc.)
Service Requests Customers can initiate their own service requests and trouble tickets, generate service performance reports and track the ongoing service calls