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Increase sales success, deliver superior customer service, and make
informed, agile business decisions with Microsoft CRM. Accessible from
Microsoft Outlook and the Web, Microsoft CRM is easy to use, customize,
and maintain, integrates with other business systems, and scales to grow
along with your business.
Increase sales success
Shorten the sales cycle and improve close rates with leads and
opportunity management, automated sales processes, quote creation, and
order management.
Deliver efficient, consistent customer service
A shared knowledge base and automated routing and queuing make it
easy to serve customers efficiently.
Make informed, agile decisions
Comprehensive reports let you forecast sales, measure business
activity and performance, evaluate sales and service success, and
identify trends, problems, and opportunities.
Work from Outlook or the Web
Access full sales functionality online or offline through Microsoft
Outlook, or work online from any location using a Web browser.
Share information
Tightly integrated Sales and Customer Service functionality makes it
easy to view, update, and share information across teams and
departments.
Use easily
Designed for ease of use, Microsoft CRM ensures that sales teams get
started fast.
Customize and scale easily
Configure user interfaces and workflow processes, customize the
solution to fit your business, and scale the installation to meet
changing needs.
Integrate powerfully
Integrate with Microsoft Office, Microsoft Business Solutions
Financials, and other business systems.
Microsoft Customer Relationship Management
Sales
- Microsoft Outlook client: Work online or offline through
Microsoft Outlook, with synchronized access to full sales
functionality.
- Complete customer view: View all contact and account
information and history from a central location, including customer
service records.
- Information sharing: Tightly integrated Sales and Customer
Service modules make it easy to share information across departments.
- Leads and Opportunity management: Automate leads routing
and escalation, convert leads to opportunities, and track and manage
opportunities through the sales cycle.
- Sales process management: Automate stages in the selling
process to track and close sales efficiently and consistently.
- Product catalog: Create a full-featured product catalog
that includes complex pricing levels, units of measure, discounts, and
pricing options.
- Order management: Easily convert quotes to orders, and then
modify and save orders until they are ready to be submitted and
invoiced.
- Quotas: Measure employee sales performance against
individual goals.
- Reports: Forecast sales, identify top opportunities and
customers, and evaluate trends with robust reporting tools.
- Sales literature: Maintain a searchable library of sales
literature that can be used online or offline.
- Territory management: Create sales territories and manage
territory-based processes with workflow rules and reports.
- Competitor tracking: Analyze competitor performance and
maintain a library of articles on competitor activity.
- Correspondence and mail merge: Create and send e-mail,
using customized templates, to targeted prospects and customer groups.
Create and send print communications using Microsoft Word Mail Merge.
Customer Service
- Case management: Create, assign, and easily manage cases
for customer service requests. Manage actions and communications for
each case from a central location.
- Complete view of accounts: View all accounts, including
sales and order information, to identify top customers and better
understand specific customer needs.
- Automated routing and queuing: Workflow rules let you
automatically route service requests and cases to the appropriate
representative or to queues for resolution, escalation, or
reassignment.
- Searchable knowledge base: Publish support articles and
other relevant support information to a searchable knowledge base.
- Service contracts: Easily create and maintain service
contracts within Microsoft CRM. When a support case is resolved,
relevant contract information is updated automatically.
- Auto-response e-mail: Generate auto-response e-mail to
customer requests.
- E-mail management: Maintain an accurate record of
customer-related communications, with automated tracking of customer
e-mails that associates those mails with appropriate customer records.
Integration
- Sales and Customer Services functionality: Sales and
Customer Service functionality integrates tightly, making it easy to
share information across the business.
- Microsoft Outlook client: Salespeople can use Microsoft
Outlook to work online and offline with access to full sales
functionality.
- Microsoft Office: Integration with Microsoft Office lets
users create print communications using Microsoft Word Mail Merge, as
well as export data to Microsoft Excel.
- Microsoft Business Solutions: Microsoft CRM integrates
easily with Microsoft Business Solutions Financials. Key data mapping
includes accounts, contacts, product catalog, orders, and price lists.
- Third-party applications and Web services: Microsoft CRM
functionality can be exposed through platform APIs for integration
with third-party applications and Web services.
Microsoft Customer Relationship Management is designed to meet budget
and support needs for mid-market businesses. Delivery and implementation
through certified Microsoft Business Solutions partners include hands-on
assistance with setup and maintenance processes, along with
comprehensive training and support resources.
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