Customer Relationship Management (CRM)
Our best practice solution - MS Dynamics™ CRM
Taking our many years of project experience as a foundation, we have identified points of contact where existing basic functions of Microsoft Dynamics™ CRM can be usefully enhanced and optimized.
Thanks to detailed observation and analysis of the processes that exist in our customers' companies – and, of course, by using MS Dynamics™ in our own company – we have identified and developed missing function modules.
For this reason, we developed our best practice solutions as modules and can offer them as stand-alone components for your projects.
International customer structures
Mapping complex company structures in real terms and displaying them clearly is an essential means of providing orientation in a system. Dependencies between customer data records can be maintained easily by means of drag & drop in a specially developed control element, which also visualizes the dependencies in a hierarchical view.
The function validates the hierarchy structurally and checks its functional plausibility. The ensuing structures can be used analytically to aggregate data across individual subtrees, for example.
The quality of data is fundamental to the use of a CRM system. In order to avoid duplicates in leads, accounts and contacts, our solution identifies duplicate data records using phonetics and comparison operations. The merging process can also be automated completely by bringing together data records that have a certain degree of matching according to a specified strategy.
Segmentation and creating a customer strategy represent an opportunity for considerable added value: a structured classification that still possesses every degree of freedom and can be adapted to the specific customer circumstances. A departmentally-specific assessment of customer value, potential and expansion strategy provides an incisive description of a customer's quality rating. Structured storage of this information makes it possible to filter these values in the analytical part of the CRM.
To each his own… In scenarios with multiple clients or departments, some of them operating independently, different information may have a different – or no – relevance. To make sure that screens do not have an excessive number of fields, we offer the option of flexible attributes for the most important entities of CRM. These can be configured completely by means of master data maintenance, with no programming or installation effort. The screens are structured generically in line with this configuration. The information saved in this way can then be evaluated analytically.
The visit documentation module opens up further opportunities for documenting in detail the subjects and results of conversations and making additional notes about a personal meeting or phone call. Standardized lists of subjects and results structure the documentation, making it available for evaluations. Telephone and meeting activities can be transferred directly to visit documentation, for example using Outlook, and key data such as dates and participants are recorded.
This makes it possible to set specific topics of conversation for the sales field staff or call center to work through as part of a marketing campaign.
One offer you can't pass up is our quotation generator. Information from a quote object is used to create a clear quotation on your letter paper. You have the option of changing the order and structure of individual items in the quotation, forming groups, altering prices and adding free text. Standard blocks of text can be added at the click of a mouse. The finished quotation can be issued in PDF form and linked and stored in the system with the associated quote object.
Who is responsible for which turnover? This fundamental question in sales and distribution organizations can only be answered if you can define areas of responsibility (territories) that relate to customers, business segments, product groups, customer groups and geographical information.
Our solution offers all the possibilities of a graphical structure that can be maintained using drag & drop to map your sales and distribution organization. We also distinguish here between product-specific sales lines and general key account management.
As a result, sales employees have a clear view of all the customers for whom they are responsible and of the manager key figures that can be used to measure employees' work.
This makes it possible to allocate indirect sales, such as sales via wholesalers, to sales and distribution staff, for example.
Our mobile solution lets you view and use all the information about a customer.
You can call phone numbers or write emails directly from the application, which also enables you to display addresses and travel directions for a customer.
The data is up-to-date, and as soon as users learn new information, they can add it directly to the application, storing it for everyone in the CRM system.
Field staff appointments
Our mobile solution displays the appointments for field staff employees on a daily basis – with participants and information about each appointment.
Participants can be contacted directly by email or telephone to prepare for the meeting. In addition, the appointment address is linked to Google Maps to display the route to the meeting from the user's current location. During the appointment, the user can enter notes and take photos (e.g. of writing on a flip chart). This information is stored in CRM in connection with the appointment in order to support further structured processing.
The requirements for mobile solutions in the CRM area are:
Easy access to relevant information,
Direct recording of new information,
Support for daily activities and
Search and you shall find. Supported by our cross-object full-test search, based on Elastic Search/Lucene open source technology, you will find what you are looking for in your data. The configuration specifies which objects and which fields are indexed. These structured indexes, which are systematically updated after each save operation in the application, enable a high powered search without undermining the authorization concept.
Of course, the individual results list only includes objects to which the user in question has at least read-access authorization.
Spare parts management
The right part at the right place. Insight into the stock of inventory for each of your field staff employees makes it possible to adapt your planning to customer needs. An overview of important indicators helps each employee restock and prevents overstocking.
With our mobile solution, technical field staff can also carry out their work on-site with a mobile device. In addition to familiar functions from the sales and distribution solution, such as customer information and scheduling, this app can be used to create a service report on the service performed and material consumed, and the report can be countersigned by the customer there and then. For easy and error-free recording of the parts used, there is the option of reading a bar code using the mobile device's camera.
International product ranges
As an internationally active company, you manage country-specific versions and localized descriptions of your product master. Validation ensures that the right products are available and used for all CRM processes.
Installed base / assets
All information about customer equipment is in the CRM, so you can offer your customers the best service and target marketing to specific needs. Customer equipment can be maintained easily as a hierarchy or system landscape using graphical maintenance. When making contact, you always find the right person, thanks to maintenance of subject-related contact persons.
An additional benefit is the option of including equipment from competitors to provide a complete image of the customer.
The Microsoft Dynamics™ CRM trademark is the property of Microsoft Corp.