The Customer Service Module helps customer service
representatives deliver stronger, more consistent and efficient support, with
the following features:
management: Create and assign cases for customer service requests and
manage those cases from creation to resolution.
management: View and update calendar, workload, and records.
and queuing: Use workflow rules to automatically route service requests
and cases to appropriate resources for resolution or reassignment.
knowledgebase: Easily create and update a library of articles and FAQs.
Create, update, and manage contracts.
auto-response: Use customizable templates and send automated responses to
How does Microsoft CRM integrate with Microsoft
The Sales and Customer Service Modules are integrated with Microsoft Office
2000 and Office XP applications, supporting full sales functionality both
online and offline from Microsoft Outlook, e-mail templates and Mail Merge with
Microsoft Word, and data export to Microsoft Excel.
Does Microsoft CRM integrate with Microsoft Business
Microsoft CRM integrates with Microsoft Business Solutions Great Plains 7.0 and
Microsoft Business Solutions Solomon IV 5.0. Integration of key data includes:
Contacts, accounts, contracts, products, price lists, orders, contracts, and
more. Data mapping can be customized using Microsoft BizTalk Server tools and
services that ship with Microsoft CRM.
Does Microsoft CRM integrate with non-Microsoft
Yes. Your Microsoft Business Solutions partner can help you customize your
Microsoft CRM solution for integration with third-party applications, using
open Application Programming Interfaces (APIs) and Microsoft BizTalk Server
tools and services.
How is Microsoft CRM implemented and supported?
Microsoft CRM is designed for rapid implementation, with centralized
server-side installation that ensures faster deployment, easier maintenance,
and more straightforward upgrades.
Because Microsoft CRM is delivered, implemented and
supported through highly trained Microsoft Business Solutions partners, youll
have hands-on assistance with the setup and maintenance process.
We need a solution that salespeople can use with
Microsoft Outlook and that they can also access from the Web.
Microsoft CRM offers both a rich client (accessible through Microsoft Outlook)
and a thin client (accessible from anywhere through a Web browser). Users can
work either online or offline to access sales functionality from Outlook. This
means that they can pull up accounts, contacts, products, sales literature,
activities, and opportunities, as well as synchronize Microsoft CRM contacts,
appointments, tasks, and e-mails with Outlook.
My salespeople hate being controlled by complex,
time-consuming data entry requirements of our current contact management
software. Is Microsoft CRM easier for them to use?
Using Microsoft CRM virtually eliminates redundant data entry. Centralized
information storage and viewing let users easily share, manage and update
information across the Sales and Customer Service modules and across other
business applications and systems.
Can Microsoft CRM help me with turnover among my customer
Microsoft CRM makes it easy for your business to provide consistent, effective
service and increase volume capacity without adding headcount. Service
employees can easily view, share, and update customer and product information,
ensuring efficient, up-to-date sales and service. Automated routing and queuing
of support requests ensures that customer service representatives can assist
customers efficiently from initial contact through resolution.
We need a solution that not only helps us acquire
customers, but also keep them. Can Microsoft CRM help?
Microsoft CRM helps your business improve customer acquisition and retention.
With a complete view of customer information, your sales team can track
customers and new leads through the sales cycle and easily update records,
while service representatives will find it easy to track and manage support
incidents from initial contact to resolution. Microsoft CRM also ensures more
efficient and consistent sales and service processes, with customizable
workflow rules that let you create and automate processes for sales, support,
routing, and notificationsso responses are always timely, and customer requests
never fall through the cracks.”
We need to accurately forecast business activity. What
reporting capabilities does Microsoft CRM offer?
Microsoft CRM includes a comprehensive set of reporting tools for measuring
business activity and forecasting sales. You can run and view reports for sales
activity and quotas, closed and pending orders, support incident management and
resolution, closed and pending orders, financial summaries, and more.
The robust reporting capability of Microsoft CRM will help
you identify the opportunities, trends, and problems that guide your business
decision making processes. You also can easily export Microsoft CRM report data
to other applications, such as Microsoft Excel.
Where will Microsoft CRM be available?
Microsoft CRM is available through Business Microvar. Contact
us for more information.
What are the system requirements?
Microsoft CRM requires Microsoft Windows 2000 or Windows XP Operating Systems
running Microsoft Office 2000 or Office XP, Microsoft SQL 2000 server, and
Microsoft Exchange 2000 server. For Web access, users need Internet Explorer
6.0 on their desktop computer.
Is Microsoft CRM hosted or on-premises?
Microsoft CRM will be available on-premises or through hosted offerings
provided by our channel partners.
How is Microsoft CRM different from Microsoft bCentral
Microsoft CRM is designed for mid-market businesses, offers full sales and
customer service functionality both offline, through Outlook, and online, and
integrates richly with other financial and business systems. Microsoft bCentral
Customer Manager is designed for small businesses with fewer than 25 employees
and offers leads management available only through the Web.
What if we’re not in a position to invest time and money
training our sales team to use a new solution?
Microsoft CRM offers the same logical user interface and intuitive work tools
that your sales and support staff is already familiar with for Microsoft Office
and Microsoft Outlook. Implementation includes online tutorials and 24-hour
Web-based support from Microsoft, so training costs associated with upgrading
to Microsoft CRM are minimal.
Can we customize Microsoft CRM to suit our specific
Microsoft CRM can be tailored to meet your business needs, processes, and
environment. Youll be able to import existing data from multiple sources,
integrate with new or existing solutions, and scale the installation as your
business changes and grows.
When will Microsoft CRM be available and will you be
releasing any international versions?
Microsoft CRM is scheduled for release in English in the United States and
Canada by the end of 2004 and scheduled to be released during the third quarter
of 2004 in additional languages, including International English, French, German,
Spanish, Italian, Dutch, and Danish.
What are the implications of Microsoft CRM being a .NET
The first business application built from the ground up on Microsoft. Net
technologies, Microsoft CRM delivers tremendous business value through easy
integration with Microsoft Office, Microsoft Business Solutions applications,
third party applications, and Web services. In addition, the flexible .NET
architecture gives users the choice of working online or offline in Microsoft
Outlook or directly through a Web browser.