Microsoft Dynamics CRM

Microsoft Dynamics CRM 2011, released earlier this year, builds on the major success of its predecessor, Microsoft Dynamics CRM 4.0. Designed from the ground up with ease of use and flexibility built all the way through, Microsoft Dynamics CRM 2011 offers a rich set of functionality for Sales, Marketing, Customer Support, Resource Scheduling and nearly all areas of your business.

With over 4.1 million users throughout the world, Microsoft Dynamics CRM is an extremely popular choice among new and existing CRM users alike. It is exceptionally well designed software. The latest version is available in 41 different languages and offers a whole range of new features, enhancements and developments, making it one of the most powerful, flexible yet easy to use CRM solutions available.

For the first time in the UK, Microsoft Dynamics CRM can be deployed as a conventional on-premise CRM system, or as a full cloud-base CRM solution. Called Microsoft Dynamics CRM Online, the cloud option is held on infrastructure developed, run and maintained by Microsoft. And whether you choose to deploy Microsoft Dynamics CRM 'in the cloud' or on-premise, it's the same version of the product with almost identical functionality (it's the same code, just a different deployment method).

Why Choose Microsoft CRM?

There are a wide variety of reasons businesses choose Microsoft Dynamics CRM, and as independent CRM specialists Concentrix will help you assess your options. In summary, the most common reasons our customers give for choosing the product are:

  • Ease of Use - Microsoft Dynamics CRM looks and feels familiar, which is a great aid to user adoption. The product has been consistently developed with ease of use in mind, and has always aimed to work the way its users do. Microsoft Dynamics CRM 2011 has taken this a step further with powerful role-tailored and personalisation features
  • Flexibility – whatever the size or type of your organisation or the sector you operate in, Concentrix can configure Microsoft CRM to meet your exact business needs
  • Functionality – quite simply, this leading application offers some of the broadest range of features and functions available. The features of Microsoft Dynamics CRM 2011 extend this functionality even further to provide and even greater range of possibilities and business benefits
  • Integration with Outlook and other software – because it's been developed by Microsoft, Microsoft Dynamics CRM works directly from Outlook and integrates seamlessly with other Office applications. It also integrates with Microsoft Dynamics NAV and SharePoint, delivering productivity gains throughout your business
  • Reliability – Microsoft CRM is a robust, extensively used, trusted CRM solution with a full roadmap detailing development guaranteed well in to the future
  • Affordable – despite its power, extensive features and deep functionality, Microsoft Dynamics CRM is one of the most cost-effective solutions available. Microsoft Dynamics CRM Online in particular is highly competitive in comparison with other cloud-based CRM solutions
  • Discounts available - as a Microsoft Authorised Education Reseller, Concentrix can provide educational establishments, charities and certain other types of organisation significant discounts provided by both Concentrix and Microsoft
  • Choice of deployment options – Microsoft Dynamics CRM 2011 is available on-premise, hosted or in the cloud, so you can choose the deployment option most suited to your business strategy

Unmatched CRM Functionality

Like most quality CRM solutions, Microsoft Dynamics CRM increases the overall efficiency of business processes by eliminating duplicate data entry and improving workflow. But Microsoft Dynamics CRM also has powerful tools for planning sales activities, streamlining opportunities management, accurately producing sales forecasts and right through to business intelligence and service scheduling. It also supports multiple currencies and multiple languages.

An Innovative CRM Solution

Microsoft Dynamics CRM leads the market in CRM software innovation. As well as being available in the cloud and on-premise, it has delivered the concept of 'xRM' or 'Anything' Relationship Management. It's a highly customisable solution which can be tailored to countless customer-facing business process requirements. It has a range of Accelerator programmes, which rapidly enhance specific areas of functionality, for example in integration with social networks. Plus, Microsoft Dynamics CRM also has comprehensive, flexible options for use with mobile devices.

Personalised and Tailored to Job Roles

A key enhancement introduced into Microsoft Dynamics CRM 2011 is role-tailored functionality. Each user's workspace is set out based on the roles and tasks they perform, making the software easy to use and staff more productive and efficient. It's also easily personalised so each user can set the software up how they like it, which increases user efficiency.

Powerful Dashboards and Business Intelligence

Microsoft Dynamics CRM 2011 has outstanding dashboard and business intelligence functionality. Clear, easy to set up, quickly configurable graphics with simple drill-down to underlying data help users at all levels understand what's going on in their area of the business. So whether you're preparing a report, assessing performance or looking to identify trends, the dashboards in Microsoft Dynamics CRM 2011 will improve your decision making, and the decision making of staff throughout your organisation.

Enhance Your Marketing

Microsoft Dynamics CRM will enhance all levels of marketing activities from campaign planning, execution, budget management and analysis to lead development and contact management. It also has dedicated service functions to improve scheduling, case handling and help you provide professional, efficient and high quality customer service. Microsoft Dynamics CRM means you can focus marketing efforts and execute smarter campaigns using intelligent list and segmentation tools.

Work from within Microsoft Outlook

People like to use software they're familiar with, which is why they like Microsoft Dynamics CRM.

Most employees are familiar with Microsoft Outlook, one of the world's most popular email software applications. Microsoft Dynamics CRM works from within Microsoft Outlook and works the way you do by giving direct access to customer information without ever needing to change screens. In Microsoft Dynamics CRM 2011, Outlook integration is enhanced even further. In addition, training is straightforward and your staff will rapidly start using the software and increase their productivity.

Microsoft Dynamics CRM is ideal for Microsoft Outlook 2010, but also works with Microsoft Outlook 2007 and Microsoft Outlook 2003.

Integration with Microsoft Dynamics NAV and SharePoint

As well as integrating with Outlook and working with Office applications, Microsoft Dynamics CRM 2011 now integrates fully with the powerful ERP solution Microsoft Dynamics NAV, and Microsoft SharePoint. Having all these applications working together in your business joins up all critical processes, improves workflow, reduces duplication of effort, increases efficiency and productivity, and delivers outstanding benefits.

Salesforce Mobility

Microsoft Dynamics CRM empowers your workforce and enables mobile working. You can access Microsoft Dynamics CRM via your laptop, smart phone or even access it over the internet via a hand held device.

Customer Service and Scheduling

By having all customer information easily accessible, Microsoft Dynamics CRM helps you deliver more value to customers as your staff respond to issues faster and resolve them to expected or exceeded service levels.

Accelerator Programmes

In late 2008 and early 2009, Microsoft released the first of a range accelerator programmes for Microsoft Dynamics CRM. Available for on-premise and Microsoft Dynamics CRM Online, accelerator programmes are add-on software applications specifically developed to quickly enhance specific capabilities of Microsoft Dynamics CRM, broadening the sales, marketing and service functions of the product. They also provide the building blocks for xRM applications.

Microsoft Dynamics CRM Online or On-Premise?

There's a whole range of reasons businesses choose to deploy the cloud-based Microsoft Dynamics CRM Online, and just as many for choosing Microsoft Dynamics CRM 2011 on-premise. For example, some businesses choose Microsoft Dynamics CRM Online because there's usually little or no outlay needed in terms of hardware or IT infrastructure, they can be up and running quickly, and they also don't need in-house IT staff or high levels of technical skills.

However, for most Concentrix customers the choice between online or on-premise is more strategic. It's usually down to whether you want to treat your CRM system as an operational cost, as with Microsoft Dynamics CRM Online (where you pay a monthly fee to use the software based on the number of users), or as a capital expenditure. This is typically the case with Microsoft Dynamics CRM 2011 on-premise, where you purchase the software licences at the start of your CRM project and so 'own' the software, and usually the IT infrastructure on which it is held.

Concentrix offers both deployment options - Microsoft Dynamics CRM Online as well as on-premise. If you're not sure which is the most appropriate choice for your business, the best idea is to talk it through with one of our CRM specialists. We will discuss your requirements and recommend the deployment option most suited to your business.

Can I Move from Microsoft Dynamics CRM Online to On-premise, or On-Premise to Online?

Because Microsoft Dynamics CRM Online and On-premise use the same code, it's easy to change from one type of deployment to another! In fact, we have many customers that started off with Microsoft Dynamics CRM Online, either within a small section of their organisation or as a trial, then, when they realized the benefits, moved to on-premise deployment. It's also possible to move from on-premise to Microsoft Dynamics CRM Online if that becomes a more suitable choice for your business in the future.

Microsoft Dynamics CRM - Take a Closer Look

Some of the key areas are shown in these Microsoft Dynamics CRM screenshots. Or why not try it for yourself? Concentrix offers a range of free trials of Microsoft Dynamics CRM to UK businesses.

The Future

Microsoft Dynamics CRM is a 'future proof' product. In other words, Microsoft is committed to investing in, developing, supporting and enhancing the product for many years to come.

Microsoft has produced, and regularly updates, a comprehensive plan (roadmap) which sets out the direction of Microsoft CRM for the long term. This is a programme of innovation to broaden the capabilities of the software for new and existing users alike.

The key points of the roadmap include delivering a CRM solution that:

  • Drives maximum user productivity
  • Provides business insight and collaboration, no matter what the person's role is within the business or organisation
  • Builds on and enhances the core sales, service and marketing capabilities of Microsoft Dynamics CRM
  • Continues to provide a flexible and scalable business solution platform

For more information about Microsoft Dynamics CRM 2011, Microsoft Dynamics CRM Online or any of our other CRM software solutions, please contact Concentrix.