Microsoft Dynamics CRM Tools

Microsoft Dynamics CRM Tools

Microsoft Dynamics CRM Sales

Microsoft provides the breadth of capabilities needed to empower sales organizations to sell effectively through the following.

Our Opportunity Management capabilities help transforming sellers into top performers

Social Selling helps sellers deepen customer relationships with relevance

Our Planning & Management capabilities help managers lead sales teams confidently with insight backed by data

The ability to collaborate on key sales content helps teams win over customers with personalized content

Mobile Sales apps allow your sellers to stay connected to customers anytime, anywhere

Our Sales Intelligence capabilities help you gain insight into the business and proactively anticipate customer needs

Microsoft Dynamics CRM Service

Organizations empowered by intelligent customer service increase advocacy and loyalty to their brands by creating effortless experiences that are a natural extension of the way people engage day to day. Dynamics empowers customers through their choice of self and assisted service options; empowers agents to deliver fast, informed and effective resolutions; and seamlessly incorporates field solutions when there is a need for onsite help. We deliver agile solutions that easily adapt to changing demands backed by service intelligence so businesses can deliver intent driven outcomes in a secure, flexible and reliable environment.

Field Service: Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs.   

Omni-channel: Enable customer service engagement across web, social, chat, email, mobile and phone, including customer self-service and social care.  Provide channel context for personalized service with minimal customer effort. Engage customers on their terms through their channel of their choice.

Self-Service: Make it easy for customers to solve issue on their own.  Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions and product and service information and documentation.

Agent Enablement: Empower agents with a single, unified experience to deliver fast, amazing customer service from the desktop or their mobile device. Agents can access every source of information they need across diverse environments so they can provide a more personalized, effective standard of service.   

Knowledge: Easily connect the right person with the right knowledge at the right time to answer service needs.  Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels while measuring impact through rich analytics.

Service Analytics: Identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities. 

Microsoft Dynamics CRM Marketing

Microsoft Dynamics Marketing’s goal is to deliver a single marketing cloud for marketing organizations across marketing planning, execution and analytics – across all channels- whether they are digital, social or traditional – like print and broadcast.

From an execution perspective, we’ve got multi-channel campaigns – so you can build your top of funnel with multi-stage, multi-wave campaigns with our visual campaign designer, and you can personalize engagement based on customer segment and behavior.

We also have lead management, so you can score leads, based on demographics and behavior to pass only sales-ready leads to your sales team. And you can nurture leads with automated processes to foster interest and pull them through your marketing and sales funnel.

A key differentiator for us is Sales and Marketing collaboration. We break down the silos between sales and marketing by providing each sales rep unprecedented visibility into marketing activities at account and individual contact level with the ability to provide input into targeting of their key accounts.

Social marketing includes the breadth of understanding social sentiment and engaging on social channels, using social to amplify awareness and campaigns, as well as collaborating across internal and external teams.

And marketing analytics, which pulls it all together, with role-based, preconfigured, customizable dashboards so you can understand in-depth campaign performance and marketing impact and understand your marketing ROI.

Looking at planning, we deliver robust marketing resource management, where you can manage your marketing plan and budget across all channels and initiatives, including our new interactive marketing calendar. You can manage your marketing workflows and approvals across internal and external teams. And you can manage your digital marketing assets from a central repository.

Microsoft Dynamics CRM Social Engagement

Microsoft Social Engagement is a powerful social monitoring and engagement tool that helps you gain social insights about your brand, products, and services to gain a true understanding about your business. It has four capabilities:

Social Listening tells you what people are saying across the world. We support Twitter, Facebook, blogs, YouTube and news publications and wires.  In the next few months, we will be adding boards or forums and the ability to add custom sources via RSS. Listen to social conversations in 19 languages: Arabic, Chinese, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish and Thai. Track and analyze social sentiment natively in 6 languages – English, French, German, Spanish, Portuguese and Italian – so you won’t miss cultural cues.

Intelligent Social provides rich dashboards with deeper insights on several key dimensions, such as sentiment, location, sources and tag clouds. Gain a true understanding of sentiment with visibility into whether social posts are positive, neutral, or negative.  Gain deeper social insights with visual dashboards showing volume of conversations happening by language, sentiment, channel, or geography.

Social Engagement – Empower teams across sales, marketing and service to engage social communities through Facebook or Twitter.  Build deeper relationships with customers by replying directly to tweets or Facebook posts directly within the application.

Social CRM – Put social tools in the hands of sales, marketing, and service teams. Transform social interactions into end-to-end customer experiences with the ability to create leads and opportunities form social posts.  Microsoft Social Engagement integrates with Microsoft Dynamics CRM Online, On Premise and Microsoft Dynamics Marketing.