microsoft crm 3.0 features that provide values for customers

Microsoft CRM 3.0Features that provide values for customers

Microsoft CRM | Our Value for Customers

More productivity

Common user experiencewith Office & Outlook

Reduced click countsfor every task

Complete capabilitiesin the office & on the road

Works the Way

You Do

Works the Way

You Do

Better management

Powerful workflow drivesconsistent processes

Automated alerts andexception handling

Closed-loop trackingand reporting

Works the Way Your Business

Does


Does

Works the WayIT

Wants It To

Works the WayIT

Wants It To

Reduced load

Simplified installationand maintenance

Common configurationand customization tools

Integrates easilyvia Web services


More productivity




Works the Way

You Do

Works the Way

You Do

Investment AreasInvestment Areas

Outlook Integration

Ease of Use

Role-based UI

We Heard Your Feedback…

“It should just work…”No more Outlook custom formsRobust offline sync model

Make it useful for other groups

Access to Service and Marketing

Faster user adoptionFit better inside Outlook shellFit better within Outlook

processes

Deep User ResearchUsability metrics

Issue scorecardExit criteria scorecard

Metrics research

BenchmarkingCompetitorsAccessibility

Feature research & validation

Process ResearchMBS PersonalsLong Term UsageProcess models research

New Outlook Client Flexibility

Desktop Client

Laptop Client

Sync Outlook data

Yes Yes

Multi-User enabled

Yes No

Offline Support No YesSoftware Components

Outlook Add-in Outlook Add-in

MSDEEasy deployment

Yes Yes

83

24 15

165

39 37

Clicks Windows Screens

CRM 3.0

CRM 1.2

Reducing Application FrictionMeasured across end-to-end scenario


Better management





Does


Does


Marketing Automation

Service Management

Reporting & Analytics

More productivity




Works the Way

You Do

Works the Way

You Do

Works the WayIT

Wants It To

Works the WayIT

Wants It To

Reduced load




Marketing Scenarios

My Best Customers

Quick Campaign

Corporate Campaign

Field marketing

RequirementsList management

Sales-initiated marketing

Centralized planning

Reusable campaigns

Bulk activity support

Imported vendor results

Direct e-mail blast

Outsourced Campaign

B2

BB

2C

List Management

Collection of Accounts, Contacts or Leads

Used in Marketing Campaigns and Quick Campaigns

Lists can be created via:Individually via Lookups or Adv Find resultsAdv Find ResultsImport

Quick-Campaigns Add members to List (via Adv

Find )

Create Phone Activity for members of

List

Work on the Activities Created

Track Responses and

follow-up

Create communications in bulk (leads, Accounts and contacts)

Track and follow-upInitiate anywhere

ListsSearch resultsViews

Run

Prepare

PreparePlan

Campaign Workflow

Create Campaign

Work on Own Tasks

Work on the Activities Created

Populate Dates / Budgets /

Offers

Attach ‘Sales

Literature’

Attach target

Products

Create Target Lists

Gather Campaign Responses

Assign tasks to Nicole

Create Planning

Tasks

Follow up on

responses

Create Campaign

Activity

Work on Own Tasks

Start Sales Process

* *

Evaluate RunAttach Target

List & propagate to Field Sales

Review Progress

Quick versus Full Campaign Full Campaign Quick CampaignPlanned Ad-hoc

Details, financial data Minimal meta data

At least 1 Campaign Activity Single Campaign Activity

Track ROI, Responses, Budget and custom

Track Campaign Responses

Requires at least 1 List Can run against any list, view or Adv Find result of Contacts, Accounts or Leads

Customizable Not Customizable


Better management





Does


Does


Marketing Automation

Service Management

Reporting & Analytics

What is Service?Service

Time, knowledge, and resources provided to a customerNOT just Customer Support

Service ManagementProcess framework for delivering exceptional service

_______________________Service Scheduling

Component that enables optimized, efficient, automated service management

Service Management Scenarios

Automotive Service

Equipment repair

General contracting

Construction

PersonasDispatcher

Scheduler

Receptionist

Field Technician

CSR*

Service Manager*

Outbound break/fix

Building Maintenance

Field Service

IT consulting

Healthcare providers

Legal services

Training

Event management

Trade

Professional

Support

Case management

General

+

Planning

Sch

eduli ng

DeliveryF

ollo

w-u

p

Planning

Sch

eduli ng

DeliveryF

ollo

w-u

p

Service Lifecycle

PlanningSchedulingDeliveryFollow-Up

Scheduling Engine

SchedulingEngine

Service ManagementPlanning

ServicesResources

Human: Users

Capital: Facilities/Equipment

Resource GroupsClassify Resources by skill, proficiency, experience

SitesWorking HoursBusiness Closures

Service ManagementScheduling

Service CalendarBrowse availability

Optimized Availability SearchAutomatic Conflict Detection Outlook Calendar Integration

Service ManagementFollow-Up

Out of the box reports

WorkflowService ActivityDynamic Date Support

Service Activity Volume

0

10

20

30

40

50

60

70

80

Jan-04

Feb-04

Mar-04

Apr-04

May-04

Jun-04

Jul-04 Aug-04

Sep-04

Oct-04

Nov-04

Dec-04

Month

# o

f S

ervi

ce A

ctiv

itie

s

Neglected Cases by Days Neglected

0

2

4

6

8

10

12

14

5-10 11-15 16-20 21-25 25-30

# Days Neglected

# C

ases


More productivity




Works the Way

You Do

Works the Way

You Do

Better management





Does


Does

Works the WayIT

Wants It To

Works the WayIT

Wants It To

Reduced load






Simple and Reliable

Less IT Involvement

Lower IT Barriers

Works the WayIT

Wants It To

Works the WayIT

Wants It To

Reduced load




Supported ConfigurationsServer

Server OSWindows 2003 SP1Windows 2000 SP4Small Business Server 2003 SP1

SQLSQL 2000 SP4Both 32 & 64 bit SQL ServerSQL 2000 Reporting Service SP2SQL 2005

ExchangeExchange 2000 (Windows 2000 only)Exchange 2003

Application ServerIIS 6IIS 5.NET Framework 1.1

Supported ConfigurationsClient

Client OSWindows 2000 Professional SP4Windows XP Professional SP1Windows XP Tablet SP1

SQLMSDE 2000 SP4

OfficeOffice XP SP3Office 2003 SP1

BrowserIE 6IE 7 (not for TAP2)


More productivity




Works the Way

You Do

Works the Way

You Do

Better management





Does


Does

Works the WayIT

Wants It To

Works the WayIT

Wants It To

Reduced load




microsoft crm 3.0 features that provide values for customers

Documents

office outlook

outlook processes

marketing campaigns

campaign b2b b2c slide

endtoend scenario slide

search results views

outlook shell fit

microsoft crm