This document provides 5 + 1 reasons why companies use Microsoft Dynamics CRM. The top reasons are: 1) Its integration with Outlook provides an easy to use customer relationship tool. 2) It improves customer service through features like 360 degree customer views and process automation. 3) It helps boost sales conversion rates through capabilities like sales pipeline management and complex relationship mapping. 4) It improves marketing ROI and generates new prospects through features like email marketing and lead nurturing. 5) Customization and reporting are easy in Dynamics CRM. An additional reason is that it offers a low total cost of ownership.

1. Top 5 + 1 Reasons
Why Companies Use
Microsoft Dynamics CRM
David Goad
Managing Director, eSavvy

2. Agenda
• INTRODUCTIONS
• THE CHALLENGE
• BACKGROUND ON DYNAMICS CRM
• TOP 5 REASONS WHY COMPANIES USE DYNAMICS CRM
• ABOUT ESAVVY
• QUESTIONS

3. Introductions
David Goad
Managing Director in eSavvy

4. The Challenge – The Business Environment has changed
Business in the 1960’s…
– Time to relax
– Cocktails in the afternoon
– A mini bar in your office
– Dinner parties every night
– No internet or Facebook
– The most complex piece of
technology you had to use
was a typewriter

5. The Challenge – The Business Environment has changed
Business in 2012…
– Shrinking budgets
– Increasing targets
– Increasingly sophisticated target audiences
who use a multitude of technologies to
take a decision
– Internet and Social Networking
– Complex multi-modal buying behaviour
– Bring Your Own (BYO) Mobile Device means
data on the go in any form factor
…..Finding and Retaining Customers is more
important and more complex than ever.
Hence why having a good CRM system has
become more important.

6. SOME BACKGROUND:
WHAT IS
MICROSOFT DYNAMICS CRM?
www.eSavvy.com.au

7. Microsoft Dynamics CRM is ...
 A Full Suite relationship management solution in it’s 5th
release
 Over 2,500,000 users in more than 80 countries with 40+
languages
 Over 40,000 customers from small to enterprise
 Over 1,200 partners delivering CRM Solutions
 Deployments as large as 40,000 users in Australia
 Certified scalable to 150,000 concurrent users

8. Microsoft Dynamics CRM is a LEADER ...
• According to the Analysts
Microsoft Dynamics CRM is
a Leader in….
– Sales Force Automation
– Contact Centre
– Customer Service
Source: “Magic Quadrant for CRM Customer
Service Contact Centers,” Gartner., April 2010.

9. Microsoft Dynamics CRM provides “The
Power of Choice”…

10. MAIN REASONS
WHY COMPANIES USE
MICROSOFT DYNAMICS CRM?
www.eSavvy.com.au

11. REASON # 1
CUSTOMER RELATIONSHIP TOOL THAT
WORKS COMPLETELY
FROM WITHIN OUTLOOK

12. Next-Generation Outlook Client
• The Dynamics CRM
Outlook Client was
written by the Outlook
Development Team. So
you wont get a Better
integration
• One Click Integration of …
– Emails
– Activities and Tasks
– Meetings

13. With Enhanced Navigation and User Interface
That puts information at
your figure tips…
– Personal views
– Record pinning
– Most-Recently Used
lists
– Real-time record
filtering
– User configurable
layout

14. Customer Relationship Tool that works completely
from within Outlook
• Easy end user adoption as the product has an “Office” look and feel and extensive
“help” functionality.
• Users can configure the system to their needs allowing them to only see the
information they want to see
• Easy to use Dashboards, In-line Analytics and Reporting
• Ease of access (Online vs. On-premise; Mobile vs. Outlook vs. Laptop client)
• Easy to configure CRM to your specific needs. Easy to change your system as you
change your business processes

15. REASON # 2
MICROSOFT DYNAMCS CRM
IMPROVES CUSTOMER SERVICE

16. Understand your Customers (360 Degree View)
• Everything about your customer in
one screen…
– All internal data such as
Contacts, Orders, Invoices,
Activities, Documents,
Relationship, Notes, Comments
– External data such as Social
Networking Feeds, Industry
Buzz, Location Maps

17. Enhance Your Process Mgmt. through Workflows and
Queues
• Queues against any entity
• User and team queues
• Check-in/Check-out
• Queue routing

18. Improve your Call Processes through Guided Dialogs
• Improved Customer Services
Processes…
• Guided flow and prompts
• Embeddable tips, queues
and hyperlinks
• Dynamic and static
response support
• Inline queries of CRM
data

19. Dynamics CRM Improving Customer Service Through
• Providing a 360 Degree View of the Customer/ Contact
• Ability to manage high volumes of Complaints and Cases easily
• Improved throughput and efficiency through Queue Management
• Process Automation through Workflows and Dialogs
• Full Integration with free Customer Portal

20. Customer Service Success with Dynamics CRM
Customer Loyalty Agent Productivity Service Excellence Knowledge Management
• Improved customer satisfaction • Improved agent productivity • Improved bottom line by 20% • Access to contextual Info
• Reduced customer churn • Increased 1st contact resolution • Improved 1st issue resolution • Streamlined KM activities
• Identified new opportunities • Reduced call handling times • Consolidated data / applications • Pre-populated response template
Analytics Process Automation Contract Management Case Management
• Actionable insights • 10x > single product sales • Ability to track compliance • Multi-tier case management
• Real-time customer data reports • replaced manual processes • Optimized contract fulfillment • Dealer self-service for cases
• Improved KPI monitoring • Increased service productivity • Accurate pricing and terms • Improved service to dealers
“With Microsoft Dynamics CRM, we’ll be able to keep up with 20 percent annual increases in
customer inquiry volume without having to increase staff on our Customer Care team.”
- Davonne Minshew, Customer Care Manager at Hard Rock International

21. REASON # 3
MICROSOFT DYNAMICS CRM
HELPS BOOST SALES CONVERSION
RATES

22. Full Sales and Pipeline Management
Sales and Pipeline Management
within Dynamics CRM allows you
to…
• Improve Forecasting
• Understand Win/ Loss Ratios
and their causes
• Configure Structured Sales
Processes

23. Mapping Complex Relationships through Connections
Connections within Dynamics CRM
allows you to…
• Map Complex Relationships
• Connect any entity
• Definable roles
• Easy association of roles to
individuals
• Time based queries

24. Managing Sales and Customer Service Team
Performance through Goals
Understand how your business is
doing real time…
• Fiscal or custom time period
• User and team goals
• Amount, count or stretch
based goals
• Hierarchical with roll-up

25. With Full Sales Activity Management and Flexible
Activities
Manage your sales teams activity with
…
• Custom activities support
• Bulk actions (complete,
cancel, Set Regarding)
• Event driven activities (i.e.
case resolution)
• Re-occurring appointments

26. Dynamics CRM Boosts Sales Performance by…
• Full Sales and Pipeline Management Processes
• Mapping and Managing Complex Customer Relationships
• Goal Management to help manage performance
• Full Sales Activity Management

27. Examples of Improved Sales Productivity…
Real-time Analytics Lead Management Opportunity Management Account Management
• 360-degree customer view • Real-time dashboards • Time to create opportunity 30m→1m • Holistic customer view across org.
• Sales agreements & contracts • Telephony integration • Cross-sell opportunities up by 210% • Avg. contribution rate up by 43%
• Integrated with SAP R/3 • Saves $13K / month from SFDC • “Friendly fire” incidents down by 90% • Avg. problem resolution time 75%
Sales Collaboration Pipeline Management Order Management Performance Management
• Streamlined communications • Automated key processes • Streamlined purchase orders • Customer management
• Centralized parts & pricing • Pipeline reports 2 days > 2 min • Real-time ERP Integration • Complex sales processes
• 20% increase in productivity • Reduced sales costs by 20-30% • Reduced delivery time 85% • Integrated to retail systems
“The notion that a lead is worked in the system until it becomes a viable contact, account,
and/or opportunity, is a good way to drive positive results.”
- Thomas Doerr, Project Delivery Director, CH2MHill

28. REASON # 4
MICROSOFT DYNAMICS CRM
IMPROVES MARKETING ROI AND
HELPS GENERATE NEW PROSPECTS

29. Email Marketing at its best
An Email Tool that allows your Marketing Team
to quickly and easily create professional
looking marketing emails themselves.
Target your communications to
your prospects and customers
with emails that have Dynamic
Content.

30. Surveys with skip logic to Capture Market Intelligence
Gain Market Intelligence …
• Understand the demand for your
offerings
• Use skip logic to ask relevant
questions and can complete
survey’s faster.

31. Connect with Web Visitors
Anonymous Visitors Identified Organizations Identified Visitors Qualified Visitors

32. Automated Lead Nurturing and Scoring
• Track interactions with each
of your contacts
• Automatically Qualify and
Contact them when the need
to be contacted
• When you contact them have
more meaningful interactions

33. And full Social CRM Capabilities
Full Social Networking Integration
with Twitter, Facebook and LinkedIn
facilitates “Social Monitoring” and
Lead Generation
Activity Feeds allows you to keep
on top of those big issues and
manage business complexity

34. It Improves Marketing Performance and Generates
New Customers through
• Dynamics Marketing Lists for targeted marketing
• Full Closed Loop Marketing with ROI Measurement
• Full Email Marketing with Inbox Preview and Dynamic Content
• Lead Nurture and Lead Scoring
• Web site Integration and Analytics
• Automated, Contextual Emails and Texts
• Easy to create Landing Pages, Forms and Questionnaires

35. Examples of Marketing Effectiveness
Real-time Analytics Marketing Planning Needs Analysis Segmentation
• Real-time reports and analytics • Centralized marketing planning • Needs analysis profile • Integration to retail systems
• Empowered marketing staff • Local marketing execution • Pinpoint segmentation • In-depth analysis/segmentation
• Streamlined marketing ops. • Proactive decision making • Tailored cross-sell campaigns • Most profitable/costly segments
Lead Management Campaign Management Process Automation Performance Management
• Holistic lead management process • Pinpoint campaigns and offers • Integration to ext/internal systems • Streamlined “Birthday Program”
• Reduced qualification time by 87% • 1,000 new customers in 1 campaign • Intelligent lead distribution • Increased membership 7-fold
• Increased lead quality by 75% • 93% season ticket holder renewal • Streamlined sales matches by 25% • Reduced lead costs 80₵ to pennies
“ Microsoft Dynamics CRM provides us the ability to better serve our customers by delivering relevant
communications and the innovative products they desire.”
- Heather Dorr, Senior Marketing of Marketing Information Systems, Cold Stone Creamery

36. REASON # 5
MICROSOFT DYNAMICS CRM
MAKES CUSTOMIZATION AND
REPORTING EASY

37. With Role Tailored Forms
• Role-based forms
• Multiple forms per entity
• Drag n’ Drop creation
• Web and Mobile support

38. Real-Time Dashboards and Inline Visualizations
• Real-time data
• Personal or system dashboards
• Point-and-click creation
• External data integration
• Contextual analytics
• Drill-down capability

39. And Easy to Configure Charts and Graphs
• Create your own charts through easy to use wizards
• Share them with other people

40. Advanced Customization and Configuration with
Reporting at Your Finger Tips…
• Dynamics CRM facilitates a Dynamic Business
• Fields, Forms, Entities, Menus, Attributes and Dashboards are all configuration activities
that a reasonably skilled business analyst can undertake…
• …as are Workflows, Dialogs and Queues.
• Many reporting requirements can be handle through Advanced Find, Views and the
Reporting Wizard
• User Configurable Dashboards and Views put information at your figure tips
• Advanced Find makes it easy to pull the data you need and do “what if’ analysis
• Full integration with Office (Excel) through Dynamic Pivot Tables and an Easy to User
Reporting Wizard make it so the End User can do most of the reporting themselves
• Through SQL Reporting Services CRM support full Analytical Reporting and OLAP

41. + BONUS REASON
MICROSOFT DYNAMICS CRM
IS YOUR LOWEST TOTAL COST
SOLUTION

42. Lowest Total Cost of Ownership
$140.00 $129 With Dynamics CRM…
$125
$120.00
$100.00 • Customer Portal is included
$80.00
• Integration with Office,
Outlook and SharePoint is
$60.00 native
$44.40
$40.00
$20.00
$0.00
Dynamics CRM Comp #1 Comp #2

43. WHO IS eSavvy?
www.eSavvy.com.au

44. GOLD Certified Specialist in
Microsoft Dynamics CRM

45. Recognised for our
expertise

46. Experienced in more than
150 plus Deployments

47. Leaders in CRM
deployment methodology

48. 100% of our customers
surveyed would refer us.

49. Microsoft Dynamics CRM In Summary
• Easy to use with the Native Outlook/ Office
interface
• Flexible (easy to configure to your needs)
• Lower Cost that most of the other solutions out in
the market

50. In our future Webinar Sessions Drill Down on
Dynamics CRM Functionality…
• Top 5+1 Tips to Increase customer win rates by closing more
opportunities in less time
• Top 5+1 Best Practices of Modern Marketing Campaigns
• Top 5+1 Tips of How To Impress Your Customers with Fast and
Efficient Services

51. 02 8999 1960
Or Call Us to Schedule a Personalized Demo
1300 799 723

52. www.eSavvy.com.au

53. THANK YOU FOR
ATTENDING!
DAVID GOAD
Managing Director, eSavvy
dgoad@esavvy.com.au