Microsoft Dynamics CRM

Microsoft Dynamics CRM is a Customer Relationship and Case Management (CRM) solution designed to support the effective management of relationships with prospects, customers, suppliers, partners, etc. When implemented successfully Microsoft Dynamics CRM is proven to improve customer satisfaction and attraction, while facilitating excellent customer service.

1. General Features
2. Sales
3. Service
4. Marketing

General Features

Accounts and Contacts

1. Track activities and interactions for each contact and account.
2. Identify influencers, constituents, allies and roadblocks for each account.
3. Quickly identify cross-sell and up-sell opportunities with embedded analytics.
4. Automatically track contract renewal dates and details.
5. Better understand complex organisational structures with hierarchal relationship tracking

Workflows

Help improve productivity with personal, team and organisational workflows.
Leverage guided dialogues across the sales organisation to reduce training and ramp-up time. Automatically create or assign tasks and activities when rules are triggered.
Automate simple or multilevel approvals with predefined workflows.
Automate scoring and distribution of leads. Set alerts for key events or milestones.
Define and enforce consistent sales processes enterprise-wide.

Mobility

1. Empower your sales force with real-time access to customer data from any web-enabled device.
2. Better prepare for customer meetings via real-time account details.
3. Rapidly respond to customer requests while on the road.
4. Continuously work details by updating and receiving leads 24/7.
5. Discover new up-sell and cross-sell opportunities right on the spot.

Analytics

1. Gain business insight with flexible dashboards and inline data visualisation.
2. View key performance indicators in real time with prebuilt dashboards.
3. Use built-in sales reports to conduct detailed analyses without IT assistance.
4. Use robust data cubes for insightful trending analysis.
5. Employ predictive analytics to identify key selling scenarios.
6. Take advantage of the intuitive Report Wizard to instantly create ad-hoc reports.

Sales

Planning

1. Set up territories and teams for optimal organisational efficiency.
2. Create price lists, discounts and unit groups to streamline offer management.
3. Post sales best practices and tips in the Resource Centre.
4. Use strong role-based and group-based permissions for easy information distribution

Leads

1. Coordinate with marketing by tracking leads in one centralised system.
2. Automatically associate email messages with relevant leads or opportunities.
3. Assign leads and tasks automatically based on predefined rules.
4. Quickly light up the most promising leads with conditional formatting.
5. Use guided dialogues to streamline the qualification process.
6. Streamline lead scoring and conversion.
7. Quickly segment your customer database to identify new leads.

Opportunities

1. Help close deals faster by centrally tracking key deal information.
2. Enable more effective team selling with team-based ownership. Create and monitor customised offers and pricing for each opportunity.
3. More effectively position against the competition with seamless competitor tracking. Better identify and leverage extended relationships (lawyers, consultants) in the sales process.
4. Help streamline proposal creation with embedded document management capabilities.
5. Establish consistent sales process enterprise-wide with predefined workflows.
6. Track generated revenue with out-of-box order and invoice tracking.

Boost Productivity

1. Use Microsoft Dynamics CRM within Microsoft Office Outlook.
2. Quickly find the information you need with preview panes, personal views, record pinning and Most Recently Used lists.
3. Help improve communication and team collaboration through seamless integration with Microsoft Office products.
4. Promote Office Outlook contacts and email messages to Microsoft Dynamics CRM with a few clicks.
5. Reduce wasted cycles with robust data import and data de-duplication features.
6. Help ensure your sales people are working on the most current data with bidirectional data synch between Microsoft Office Excel and Microsoft Dynamics CRM.

Pipeline

1. Easily track the sales pipeline for improved financial planning.
2. Help increase accuracy of revenue projections with individual or rollup forecasting.
3. Track revenue goals by dates, financial periods or other predefined criteria. Quickly track sales quota versus attainment at individual or group level.
4. Identify key trends for deals won or lost and optimise the sales process.

Services

Cases

1. Respond to cases fast with access to complete case and customer data.
2. Use guided business processes and scripted dialogues to deliver fast and precise service.
3. Manage cases across individual and team queues that are user friendly and configurable.
4. Personalise data views, dashboards and navigation; pin favourites to workstation.
5. Flexibly manage cases across channels for customer convenience.

Contracts

1. Help simplify contract management to develop and revise customised customer contracts.
2. Use workflow to trigger activities to help agents consistently deliver the right level of service.
3. Gain actionable insight to help agents sell more service and support contracts.
4. Give agents real-time access to views of service eligibility for each customer.

Knowledge

1. Help increase first contact resolution with the built-in knowledge repository.
2. Speed case handling by making it easy to find information with familiar tools.
3. Avoid duplicated efforts by using cross-channel knowledge and collaboration.
4. Use familiar and graphical tools

Scheduling

1. Schedule services and resources to serve customers effectively.
2. Save time with familiar and easy scheduling tools.
3. Stay connected across teams with a centralised view of service calendars and resources.
4. Use familiar tools to set up and manage reoccurring appointments in CRM.

Marketing

Campaign Planning

1. Plan and track activities, tasks, budgets and details for each marketing activity.
2. Set up product catalogues, price lists and discounts for optimal offers. Tailor messages and offers to highly targeted lists.
3. Help save time with reusable campaign templates. Use predefined workflows to streamline processes and approvals.
4. Easily create marketing plans with embedded document management.

Campaign Execution

1. Initiate and distribute campaigns and communications quickly.
2. Track and manage all event and customer details in one central platform.
3. Use embedded Mail Merge capabilities to efficiently send mass communications.
4. Manually or automatically assign marketing tasks and leads.
5. Create on-the-fly campaigns with the Quick Campaign Wizard.
6. Create rules to trigger responses based on customer interest.

Response Management

1. Centrally capture and track responses for marketing campaigns.
2. Automatically capture and categorise responses from Internet landing pages.
3. Score responses using predefined rules.
4. Assign responses to most qualified resources for follow-up. Quickly convert responses to leads.

Summary

Microsoft Dynamics CRM is a Customer Relationship Management (CRM) solution designed to support the effective management of relationships with prospects, customers, suppliers, partners, etc. When implemented successfully Microsoft Dynamics CRM is proven to improve client retention and attraction by facilitating excellent customer service.

Microsoft Dynamics CRM brings CRM into a new era turning Microsoft Outlook into a single centre where you can organise client data, offering familiarity, functionality and flexibility in the day to day management of communications. Microsoft Dynamics CRM is a scalable CRM solution designed to grow alongside a business while offering enhancements to business processes across sales, marketing and customer services departments.

Microsoft Dynamics CRM shares the same database whilst providing users from different job roles with separate functionality. Microsoft Dynamics CRM is divided into three main sections:

1. Sales
2. Service
3. Marketing

Microsoft Dynamics CRM Sales provides users with the tools to successfully manage every stage of sales process. Microsoft Dynamics CRM facilitates task and appointment setting through to lead tracking and analysis.

1. Manage contacts and accounts
2. Improve time management
3. Promote leads to opportunities
4. Manage sales pipelines

Microsoft Dynamics Marketing Automation facilitates every aspect of campaign management and mass communications. Microsoft Dynamics CRM supports everything from the initial planning stages through to measurement of success.

1. Generate and send communications
2. Manage workflow
3. Create targeted lists
4. Manage and track costs

Microsoft Dynamics Customer Service module acts as a central repository for all client information and enquiries. Microsoft Dynamics CRM enables customer service representatives to provide a more consistent service supporting customer retention.

1. View history relating to a particular issue
2. Generate and log cases
3. Use information within the knowledge base to answer frequently asked questions
4. Assign cases to individuals or teams

Dynamic Edge

Dynamic Edge is an organisation that is passionate about improving business.
Dynamic Edge offers financial management, CRM, case management, business information and process automation solutions backed by expert services and support teams. With offices in Sydney and Canberra, Dynamic Edge has extensive expertise in delivering quality business solutions to federal government.

By utilising leading edge and proven software, Dynamic Edge can recommend and deliver a solution that will add tremendous value to your business.

We are a certified Microsoft Dynamics implementation partner specialising in the Microsoft Dynamics CRM and Microsoft Dynamics GP products.

Our Approach

We talk about delivering business benefits! What this means to us is that the focus of all our client interaction is on delivering client benefits. All our staff are clearly trained and motivated to work in this way. We do not target our staff based on the revenue they deliver but on the benefits our customers successfully realise. It is the yardstick we use for project success.

Integrity means many things to many people; to us it is very simple. In all our dealings with customers and suppliers we will work openly and honestly. We will discuss and agree the objectives and business benefits targeted by any piece of work and we will strive to deliver these to the best of our ability within the terms of reference of our engagement. We will never make recommendations to our clients, which we do not genuinely believe to be in our clients’ interest.

We aim to maintain very high standards of professionalism in everything we do. This includes basic business etiquette such as: – timekeeping, fulfilling commitments, setting expectations clearly, and planning appropriately for every meeting, phone call and other activity we are involved in. We believe that the value we add to our customers is based on the experience and skills of our staff. We only allocate our people to client work based on their appropriate experience and skill levels. We believe that, to advise you appropriately, we need relevant skills and experience for the piece of work in hand. If we do not feel confident in our skills and experience in relation to any aspect of any piece of work we will make you aware and strive to find the best person.

We aim to be commercially competitive with all our products and services. We do not try to win business by being the cheapest but by offering the best value in everything we do. We do this by maintaining our focus on delivering your goals and ensuring that we do not waste your time or money on activities with little or no return to you.

Our view of the software product we offer is simple we only sell and implement Highly Functional, Market Leading, Technology Driven software products. The reasons are straightforward:

Highly Functional

You need software to cope with your current requirements and have the flexibility to cope with future requirements.

Market Leading

In the software industry companies come and go! We feel that it is only sensible for our clients to take on software from the main industry players. There are no guarantees, but this gives the best chance of excellent product reliability, long term support, and a development plan that means your investment may last for 5-10+ years, not just 2 or 3 years.

Technology Driven

Because it is the progress in technology that is opening a vast array of real business benefit opportunities. Not technology for its own sake, but for what it can offer. Vendors whose products are entrenched and tied to “old” technology will not be able to keep you driving new standards of efficiency and competitiveness within your organisation.

Key Personnel

Konrad Berger, Managing Director

Konrad is the Managing Director and founding partner of Dynamic Edge. Konrad has expertise across a range of disciplines including sales, project management, technical and functional consulting. Konrad’s software specialisations include Microsoft Dynamics CRM, GP, Microsoft SQL Server and Reporting, and related technologies. Konrad has consistently developed and grown Microsoft Dynamics businesses over a span of more than 15 years. This has been achieved through Konrad’s philosophy of delivering high quality solutions through professional and expert consulting services.

Core competencies include:
• Team management and leadership
• Project planning & management
• Client & partner relationship building
• Business process review, analysis and design
• Software customisation and development
• Integration development
• Software development
• Sales and marketing
• Leading-edge technology solutions
• ERP solution consulting
• CRM solution consulting
• Business Intelligence and reporting solutions
• Government
• Accounting

Specialties:
• Microsoft Dynamics CRM
• Microsoft Dynamics GP
• Microsoft SQL Server Databases
• Microsoft SQL Server Analysis, Reporting and Integration Services
• Solution Architecture, Design and Build using Microsoft technologies.
• COTS solution integration
• Business Intelligence
• Transact-SQL
• Custom solutions (C#, ASP.NET, SQL Server, VBA)

Hugh Fiddy, Senior Consultant

Hugh is a Dynamics CRM and Dynamics GP specialist with 15 years’ experience as an applications consultant.  Hugh has worked with a large range of clients in many industry sectors across Australia and overseas.  When combined with his background in accounting: both as a practitioner and as a corporate accountant this gives you unique insights and solutions.

Core competencies include:

• Application Analysis and Design
• Implementation Project Management
• Client Management

Specialties:

• Microsoft Dynamics CRM
• Microsoft Dynamics GP
• SSRS Reporting Development
• Training

 

Michael Daniel, Senior Technical Consultant

Michael is a Dynamics CRM and SQL Server specialist. Michael has over 18 years experience in the IT industry, working as a technology manager and senior-level specialist leading and contributing to complex, challenging IT initiatives for high-profile private industry and government organisations. He has repeatedly demonstrated success guiding highly skilled teams in the development and launch of leading-edge technology solutions, including DotNET applications, that generate quantifiable business results.

 

Core competencies include:
• Technology infrastructure architecture
• Gap analysis & action plan development
• Project coordination & management
• Team foundation server (TFS) customization and implementation
• Strategic business & technology planning
• Problem solving & change management
• Testing methodologies & processes
• Team building, mentoring & leadership
• Client & partner relationship building
• IT & operations policy development
• Leading-edge technology solutions
• Tender responses and demonstrations
• Application development & integration
• Enterprise applications & collaboration

Specialties:

• Microsoft Dynamics CRM
• Microsoft Dynamics GP
• SQL Server Databases
• Solution Architecture, Design and Build using Microsoft technologies.
• Application Lifecycle Management
• Scrum Master & Coaching
• COTS solution integration
• Business Intelligence
• Custom solutions (C#, WinForms, ASP.NET, WCF, Windows Workflow, SQL Server)
• Team Foundation Services

 

 

 

 

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