Microsoft CRM 3.0 Features that provide values for customers

Microsoft CRM | Our Value for Customers More productivity Common user experience with Office & Outlook Reduced click counts for every task Complete capabilities in the office & on the road Works the Way You Do Works the Way You Do Better management Powerful workflow drives consistent processes Automated alerts and exception handling Closed-loop tracking and reporting Works the Way Your Business Does Works the Way IT Wants It To Reduced load Simplified installation and maintenance Common configuration and customization tools Integrates easily via Web services

Microsoft CRM | Our Value for Customers More productivity Common user experience with Office & Outlook Reduced click counts for every task Complete capabilities in the office & on the road Works the Way You Do Works the Way You Do Investment Areas Outlook Integration Ease of Use Role-based UI

We Heard Your Feedback… “It should just work…” No more Outlook custom forms Robust offline sync model Make it useful for other groups Access to Service and Marketing Faster user adoption Fit better inside Outlook shell Fit better within Outlook processes

Deep User Research Usability metrics Issue scorecard Exit criteria scorecard Metrics research Benchmarking Competitors Accessibility Feature research & validation Process Research MBS Personals Long Term Usage Process models research

New Outlook Client Flexibility Desktop ClientLaptop Client Sync Outlook dataYes Multi-User enabledYesNo Offline SupportNoYes Software Components Outlook Add-in MSDE Easy deploymentYes

Reducing Application Friction Measured across end-to-end scenario

Microsoft CRM | Our Value for Customers Better management Powerful workflow drives consistent processes Automated alerts and exception handling Closed-loop tracking and reporting Works the Way Your Business Does Investment Areas Marketing Automation Service Management Reporting & Analytics More productivity Common user experience with Office & Outlook Reduced click counts for every task Complete capabilities in the office & on the road Works the Way You Do Works the Way You Do Works the Way IT Wants It To Reduced load Simplified installation and maintenance Common configuration and customization tools Integrates easily via Web services

Marketing Scenarios My Best Customers Quick Campaign Corporate Campaign Field marketing Requirements List management Sales-initiated marketing Centralized planning Reusable campaigns Bulk activity support Imported vendor results Direct blast Outsourced Campaign B2B B2C

List Management Collection of Accounts, Contacts or Leads Used in Marketing Campaigns and Quick Campaigns Lists can be created via: Individually via Lookups or Adv Find results Adv Find Results Import

Quick-Campaigns Add members to List (via Adv Find ) Create Phone Activity for members of List Work on the Activities Created Track Responses and follow-up Create communications in bulk (leads, Accounts and contacts) Track and follow-up Initiate anywhere Lists Search results Views

Run Prepare Plan Campaign Workflow Create Campaign Work on Own Tasks Work on the Activities Created Populate Dates / Budgets / Offers Attach ‘Sales Literature’ Attach target Products Create Target Lists Gather Campaign Responses Assign tasks to Nicole Create Planning Tasks Follow up on responses Create Campaign Activity Work on Own Tasks Start Sales Process ** Evaluate Run Attach Target List & propagate to Field Sales Review Progress

Quick versus Full Campaign Full CampaignQuick Campaign PlannedAd-hoc Details, financial dataMinimal meta data At least 1 Campaign ActivitySingle Campaign Activity Track ROI, Responses, Budget and custom Track Campaign Responses Requires at least 1 ListCan run against any list, view or Adv Find result of Contacts, Accounts or Leads CustomizableNot Customizable

Microsoft CRM | Our Value for Customers Better management Powerful workflow drives consistent processes Automated alerts and exception handling Closed-loop tracking and reporting Works the Way Your Business Does Investment Areas Marketing Automation Service Management Reporting & Analytics

What is Service? Service Time, knowledge, and resources provided to a customer NOT just Customer Support Service Management Process framework for delivering exceptional service _______________________ Service Scheduling Component that enables optimized, efficient, automated service management

Service Management Scenarios Automotive Service Equipment repair General contracting Construction Personas Dispatcher Scheduler Receptionist Field Technician CSR* Service Manager* Outbound break/fix Building Maintenance Field Service IT consulting Healthcare providers Legal services Training Event management Trade Professional Support Case management General +

Planning S c h e d u l i n g Delivery F o l l o w - u p Planning S c h e d u l i n g Delivery F o l l o w - u p Service Lifecycle Planning Scheduling Delivery Follow-Up Scheduling Engine Scheduling Engine

Service Management Planning Services Resources Human: Users Capital: Facilities/Equipment Resource Groups Classify Resources by skill, proficiency, experience Sites Working Hours Business Closures

Service Management Scheduling Service Calendar Browse availability Optimized Availability Search Automatic Conflict Detection Outlook Calendar Integration

Service Management Follow-Up Out of the box reports Workflow Service Activity Dynamic Date Support

Microsoft CRM | Our Value for Customers More productivity Common user experience with Office & Outlook Reduced click counts for every task Complete capabilities in the office & on the road Works the Way You Do Works the Way You Do Better management Powerful workflow drives consistent processes Automated alerts and exception handling Closed-loop tracking and reporting Works the Way Your Business Does Works the Way IT Wants It To Reduced load Simplified installation and maintenance Common configuration and customization tools Integrates easily via Web services

Microsoft CRM | Our Value for Customers Investment Areas Simple and Reliable Less IT Involvement Lower IT Barriers Works the Way IT Wants It To Reduced load Simplified installation and maintenance Common configuration and customization tools Integrates easily via Web services

Supported Configurations Server Server OS Windows 2003 SP1 Windows 2000 SP4 Small Business Server 2003 SP1 SQL SQL 2000 SP4 Both 32 & 64 bit SQL Server SQL 2000 Reporting Service SP2 SQL 2005 Exchange Exchange 2000 (Windows 2000 only) Exchange 2003 Application Server IIS 6 IIS 5.NET Framework 1.1

Supported Configurations Client Client OS Windows 2000 Professional SP4 Windows XP Professional SP1 Windows XP Tablet SP1 SQL MSDE 2000 SP4 Office Office XP SP3 Office 2003 SP1 Browser IE 6 IE 7 (not for TAP2)

Microsoft CRM | Our Value for Customers More productivity Common user experience with Office & Outlook Reduced click counts for every task Complete capabilities in the office & on the road Works the Way You Do Works the Way You Do Better management Powerful workflow drives consistent processes Automated alerts and exception handling Closed-loop tracking and reporting Works the Way Your Business Does Works the Way IT Wants It To Reduced load Simplified installation and maintenance Common configuration and customization tools Integrates easily via Web services

© 2005 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.