Serve Your Customers Better with Microsoft Dynamics CRM

What’s On The Agenda Today Today’s Customer Service Challenges New Choices for Managing Customer Relationships Microsoft CRM Momentum Managing Customer Service with Microsoft CRM Demonstration

Key Challenges in Managing Customer Service Scaling customer service to support business growth Avoiding higher support costs Increasing customer satisfaction Increasing contract cancellations Not using support personnel for cross- sell/up-sell Manual support processes High staff turnover High training costs Managing GrowthDecreasing support revenueIncreasing Support Costs

Includes an end-to-end process that allows you to collect actionable information about each customer How to Manage Customer Service Challenges? Creates a customer- centric culture Helps your employees analyze customer information Makes it easier for employees to collaborate with internally and externally A Winning CRM Strategy

How is CRM Different from Contact Management? Customer Facing Sales, service, and marketing activities Process-focused Workflow drives consistent execution Team-oriented Collaborate with others inside and outside of the organization

A 2004 AMR Research study found that 28 percent of CRM projects 33 percent had »Two-thirds of respondents were with the ease of use of their CRM system »More than half of respondents were with their CRM system's return on investment (ROI) “First-Generation” CRM Problems A 2005 Forrester Research study found that

What Do Businesses Need From CRM Systems? Reliable user adoption Great business fit Fast, flexible, and affordable technology

New Choices For CRM Systems Today! Yesterday’s Choice Complicated CRM Systems That You Own Generic Hosted CRM That You Rent Microsoft Dynamics CRM Customize to Your Business Needs Easy to Get, Easy to Use – On-premise and/or Hosted Today’s Choice Heavy, complex, and expensive Basic but “easy to get”

Microsoft Dynamics CRM At A Glance Over 7,500 customers Over 250,000 users Full suite of marketing, sales, and service Native Office experience Web services architecture Fast, flexible, and affordable Available in 22 languages Microsoft CRM Customer Growth Worldwide 100% 100% 100%

Strong Growth Around The World Small BusinessesLarge Enterprises Midsized Companies Strong Growth Around The World

The Power Of An Integrated Solution SalesService Marketing Service-oriented architecture built on industry standards Easy for users to adopt Easy for IT to manage Deploys on-premise or hosted A complete CRM suite that utilizes the power and productivity of the Microsoft platform

Customers Speak Out “Quiznos successfully implemented Microsoft Dynamics CRM just over a year ago for approximately 550 users. We are planning on upgrading to version 3.0 to take advantage of several new features, including the addition of entities along with advanced querying and exporting capabilities.” – Kristie Reid, IT project manager, Quiznos “I was sold on Microsoft CRM the first time I saw it,” – John Walker, Sr. VP, Bus Dev, Phoenix Suns “Microsoft CRM is getting more powerful in the marketplace. It’s more accessible, the price is right, it’s easier to adopt. Greater flexibility to automate existing business processes is a critical win,” – Berhard McMahan, Chairman, JustGoodBusiness

Key Benefits Of Microsoft CRM Works the Way You Do –It’s an easy and natural way for your people to use CRM Works the Way Technology Should –It’s fast, flexible, and affordable Works the Way Your Business Does –It can be tailored to fit each business

Microsoft CRM | Works the Way You Do Native Microsoft Outlook Folders & Command Bar Automatic calendar, contact, task and synchronization Quick views of relevant information Drive sales, service, and marketing right from Outlook. Track activities with a single click. Share views across your team.

Microsoft CRM | Works the Way Your Business Does Powerful reporting via SQL Reporting Services Take data into Excel while maintaining a live data link Secure, roles-based access at the database level Create workflow based on standard and custom entities Evaluate conditions and actions across systems New Lead Received Existing Account? Create New Acct Create New Oppty Assign to Telesales Alert Sales Rep Y N

Microsoft CRM | Works the Way Technology Should Roles-Based User Experience Business Workflow and Visibility Integration and Extensibility Use Outlook, browser, or mobile device Get just the right tasks to each user Intelligent links to Microsoft Office Drive more consistent process execution Tailor the system to fit your business Get instant visibility and alerts Web services architecture Connect multiple systems in real-time Easily import & export data

Microsoft CRM 3 Delivers Customer Choice On-Premise Microsoft CRM Partner-Hosted On-Premise Partner-Hosted Start hosted or on-premise, and migrate easily if your needs change

Managing Customer Service with Microsoft CRM Call Center Integration CTI/Screen Pop (ISV adapters) Increase agent productivity with click to dial Decrease call handling time Case Management Track cases to closure Assign cases for follow-up Communicate status to customers (SharePoint) Service Scheduling Efficient use of resources Timely service delivery Timely resolutions Reporting Manage resources effectively Better handle on support costs Insight into customer satisfaction

Demo

Microsoft CRM | Customer Service Key Benefits Resolve cases fast by streamlined case management Automate service processes by assigning, managing and resolving support incidents with automated routing, queuing and escalation, along with case management, communications tracking and auto-response Deliver superior customer service by logging, analyzing and resolving issues with streamlined access to service contracts, FAQs and historical customer information Reduce training costs and increase productivity Manage customer service within Microsoft Outlook Resolve issues quickly and accurately by having a searchable, shared knowledge base of articles organized by product and service category Increase customer satisfaction by proactively measuring the service quality of every service interaction

Problem resolution in hours versus days Web-based problem tracking Increased productivity Simple, effective target marketing Deploy Microsoft ® CRM and Microsoft Windows Server ™ 2003 Automated, centralized customer information system with consistent customer response process Customer service problems as business grew No centralized place for customer information Paper-based problem tracking No accountability for customer problems Freight payment processes use CRM to improve customer service and increase employee productivity “Our goal is to create closer ties with customers and find new ways to treat them better. Microsoft CRM and Microsoft SharePoint technologies are giving us new ways to do that.” Bill McCown, Senior Corporate Manager of Infrastructure and Operations, Trendset, Inc. Customer Business Challenge Solution Customer Results/Benefits

Microsoft CRM | Next Steps Choose Microsoft CRM for the technology and as platform to improve customer service while decreasing service costs –Outstanding user experience and adoption –Great business fit and visibility into results –Scalable, secure and extensible platform Define a complete CRM solution and plan that includes people, process, and technology –Microsoft and its global network of partners are committed to your success

© 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

Microsoft CRM | Feature Overview Native Outlook Experience Roles-based user interface Dynamic help and suggestions Pervasive mobile capabilities High performance sync New CRM Modules Marketing Automation, including Quick Campaigns Service Automation, Scheduling SQL Reporting Services Platform Flexibility Custom entities Extensible workflow engine Real-time app integration Easy portal integration Installation and Upgrade Installation diagnostics Automatic Web Services New security model Metadata import/export Hundreds of new features