What does it do? 

Microsoft Dynamics CRM provides an end-to-end solution across all main business areas: 
Marketing 
Accurate planning, designing and budgeting for marketing campaigns, combined with the ability to monitor and manage prospect and customer data can help marketing workflows consistent and efficient. Customer communications, response campaigns and lead management programmes can be tracked effectively translating into increased revenues for your organisation. 
Sales Force Automation 
In sales, decisions need to be made quickly, so ensure those decisions are driven by relevant and informed data. This ensures no customers slip under the radar and will increase the levels of professionalism of a sales team. Data is available via the web or a smartphone – online or offline – so even when staff are on the road they have 24/7 access to dashboards containing the real-time information they need to respond to changing customer and organisational needs. 
Customer Service and Support 
Complete service management functionality that lets your customer service teams be proactive in their dealings with customers. By uncovering customer behaviour patterns, deeper and more durable relationships can be built over the longer term, errors are minimised and response times are lowered. This solution can even be integrated with social networks, providing more opportunities to move customer relationships forward. 
Business Intelligence 
Dynamics CRM also provides the infrastructure for Business Intelligence. Some of the key elements of a good BI system include... 
 
Actionable information 
Fact based decision making 
Closed loop reporting 
Reduction in reliance on reports 
Ability to use self-service and dashboards 
Tracking of key performance metrics 
Linking employee targets to business targets 
 

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