Customer Relationship Management (CRM)

Application Components Included in the CRM Pilot Pack:

Features

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• 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.

• 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 e-mails with appropriate customer records.

• Sales and customer services: Functions integrate 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.
• Integration: Microsoft Office lets users create print communications using Microsoft Word Mail Merge, as well as export data to Microsoft Excel.
• Microsoft Dynamics GP: Microsoft Dynamics CRM integrates easily with Microsoft Dynamics GP financial software. Key data mapping includes accounts, contacts, product catalog, orders and price lists.
• Third-party applications and Web services: Microsoft Dynamics CRM functionality can be exposed through platform APIs for integration with third-party applications and web services.

• Active Directory (configured),
• Exchange 2003 server (configured),
• Windows 2003 Server or Small Business Server 2003 (configured),
• Domain Controller (configured),
• DNS server (configured),
• Requirements may change without notice due to version, service packs or hot fixes that may be released by Microsoft. A test/development platform is also highly recommended. Actual deliverables and engagement costs may vary depending on the results of the formal requirements analysis. If engagement exceeds beyond two weeks, normal hourly consulting rates shall apply. Please contact IDT Consulting for the most recent published minimum requirements.