The connector is a free tool that will integrate your systems allowing you to move pricing information along with customer information between your two solutions. Not only is the connector free, but it is extremely easy to customize based on how you do business.

Your employees will be able to improve customer satisfaction by having all information at their fingertips.  The customer will no longer be transferred from one customer representative to another in order to find out the progress of their order.

Sales employees can improve their sales by having an accurate count of the various products available and increase demand for those that have been sitting in inventory.  On the other hand, if your warehouse needs more supply, they will be able to see how many orders have been placed.  This will allow them to predict the demand and be prepared for any customer’s future orders.

In short, the Dynamics ERP and CRM Connector:

•   Is easy to install, use, and customize.

•   Increases sales, service, and customer satisfaction.

•   Supports your unique business processes.

•   Helps you realize more from your ERP and CRM systems.

Want more information about the Microsoft Dynamics ERP & Microsoft Dynamics CRM connector? Check out our webinar on Integrating your Dynamics ERP & Dynamics CRM.

MIG & Co. – MIG is a Professional Consulting Firm that specializes in the implementation of business management software solutions including Customer Relationship Management. We automate business processes to ensure our customers work efficiently. A New York City based Microsoft Dynamics Gold Partner, primarily serving New York, New Jersey and Connecticut.

by MIG & Co., New York Microsoft Dynamics CRM Partner

Integrate Your Solutions: Connector for Microsoft Dynamics ERP & Microsoft Dynamics CRM is a post from: CRM Software Blog

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And when you have to deal with extremely frustrating, and sometimes useless, encounters with customer service representatives, it’s not very likely that you’ll hold that particular store in high regard, or that you’ll be in a hurry to return any time soon. And this can cause some serious problems for the business concerned.

According to a 2009 study conducted by Genesys, research firm Greenfield Online, and Datamonitor/Ovum analysts, poor customer service that results in abandoned purchases or defections to other companies costs U.S. companies an estimated $83 billion annually. People have no problem going elsewhere; in the U.S., 71% of consumers have ended a relationship due to a bad customer service experience, with survey participants stating that when they end a relationship, 61% of the time they will switch to a competitor.

These statistics show hard proof that good customer service isn’t just something that businesses should strive for – it is a business requirement. Given the importance of providing high quality customer service, companies need to look at any tool that enables them to more effectively work with, as well as manage, their customers. With the rich features of Microsoft Dynamics CRM, companies offer their customers the premium service that results from having a comprehensive insight into customer activities and histories.

Microsoft Dynamics CRM provides an instant overview of customer accounts, enabling representatives to quickly identify customers and view past history.

With Microsoft Dynamics CRM, the ability to instantly access crucial account information allows representatives to get a quick understanding of customer needs. Providing good customer service means getting the right information at the right time. For example, if a representative is scrambling to find a customer and that customers order history with a long hold time – you take a bad situation and make it worse by the time the conversation starts. By establishing a basic information framework on which a representative can build , Microsoft Dynamics CRM improves question and problem handling and offers the ability to address issues quickly.

A survey by the Economist Intelligence Unit shows that the biggest obstacles to productivity growth are too much time spent on administrative tasks and lack of customer understanding (See graph below). By providing centralized information and a 360 degree view of the customer Microsoft Dynamics CRM drives up both agent productivity and customer satisfaction. The creation of different types of workflows enable specific service processes to be consolidated and executed across a company, and also allows customer service reps to manage their work more efficiently. By creating either personal, workgroup, departmental, or federated workflows, organizations reduce their reliance on IT and gain a clearer understanding of the tasks and assignments associated with different job roles within the company.

The top two indicators for customer satisfaction are First Contact Resolution (FCR) and Call Handling time/ Resolution time. Contact centers that have FCR of greater than 80% have a much higher degree of customer satisfaction than contact centers that have an FCR between 60 – 80%. Anything less than a 50% FCR is a recipe for customer churn. With Microsoft Dynamics CRM’s robust case and incident management functionality, a customer service representative can easily create, manage, and resolve cases through many different communication channels – such as by phone, email, chat, Web, or in-person contact. Dynamics CRM automates the assignment and supervision of customer issues by routing, queuing, and escalating support incidents based on the specified rules ensuring that cases get to the agents that are qualified to handle the issue. In addition functionality to get Export on Call assistance provides the ability for an agent to get help while online with the customer. With this automation, representatives speed up first call resolution and better serve their customers.

With the in-depth case management capabilities, representatives are able to get an at-a-glance view of each customer’s information, case history and service contracts and deliver appropriate service fast.

After planning and completing case activities, a representative can record in the customer account the issue raised by the customer and the representative’s actions in resolving the issue. By saving a record of the entire case resolution process, representatives have information that can be referenced in the future in case the same issue pops up, or if a similar one does. Keeping that information on-hand and using it when it’s needed shows a company’s commitment to maintaining and updating their clients’ data, which in turn proves to the customer that their needs are a first priority of both the representative and the company as a whole.

Scheduling services is also an easy process with Microsoft Dynamics CRM, enabling representatives to clearly define the resources and service offerings that the company provides to customers. In Microsoft Dynamics CRM, representatives can specify the resources available within the company, and direct the necessary resources toward the resolution of customer issues. For example, resources can be defined as people, equipment, and facilities, and the resources that have similar skill sets or capabilities can also be gathered together into resource groups.

With Microsoft Dynamics CRM’s all-encompassing customer service functionality, companies benefit from a system that delivers customer information, order and case history, sales information, case management, automated workflows for assignment and escalation quickly and efficiently. With this detailed knowledge right at their fingertips, customer service reps are better equipped to provide excellent support to clients by quickly and efficiently resolving any problems or issues.

Ashley Harbaugh is a Product Marketing Specialist at Ignify. Ignify is a technology provider of CRM, software solutions to banks, insurance and financial service institutions. Ignify has been included as the fastest growing business in North America for 5 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine and ranked as one of 100 most innovative companies in the world in the Red Herring Global 100 in 2011.

by Ignify

Make Your Business the Standard for Customer Service Excellence with Microsoft Dynamics CRM is a post from: CRM Software Blog

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We were impressed with the November 2011 Service Update (R7) but we wanted to call out some of the anticipated highlights for the Microsoft Dynamics CRM Q2 2012 Service Update (R8) release, dubbed “CRM Anywhere”

Microsoft Dynamics CRM Mobility

This update includes a welcome, but rather surprising announcement, for Microsoft’s answer to a more robust mobile solution.  Interestingly, Microsoft has partnered with CWR Mobility to take advantage of its 3^rd party product and bring its mobility strategy to market much faster than it could on its own.  It seems as though Microsoft is licensing certain aspects of CWR but will be building off the platform – which is great news.  Security role integration and native language localization seems to be Microsoft’s first priorities.  AbleBridge is a CWR Mobility Partner and we do like their solution so we’re excited to see where it goes from here.

Cross Browser Support

Today Microsoft Dynamics CRM is only supported on Internet Explorer.  This update will provide cross browser and cross platform capability for its web client.  Safari running on PC, Mac, or iPad, Firefox running on PC or Mac, Chrome running on PC – this is BIG.   We’re keenly interested to see how well this strategy will play with 1) Outlook integration – will it just work, or what disclaimers need to be considered? And 2) Microsoft Dynamics CRM solution development – will this be a build once deploy anywhere or build twice for cross browser supportability?

Along with a new mobility option and cross browser support, which we feel are the two biggest announcements; this update also includes enhanced Enterprise Scalability, Enhanced Social Capabilities and some other Enhancements around industry templates, business intelligence and an improved portal framework.

We’re going to see a lot more information come out about the Microsoft Dynamics CRM Q2 2012 Service Update but the announcement alone illustrates Microsoft’s continued commitment to their CRM mobility strategy.

AbleBridge is 100% focused on Microsoft Dynamics CRM and we’ve witnessed the evolution of the product for almost a decade.  The latest release of Microsoft Dynamics CRM 2011 illustrates Microsoft’s commitment to a long term strategic vision for CRM and we couldn’t be more excited as a Microsoft Partner. Contact us to learn more about how we can help you realize the benefits of Microsoft Dynamics CRM.

by AbleBridge, Massachusetts Microsoft Dynamics CRM Partner

Microsoft Dynamics CRM – “CRM Anywhere”, Q2 2012 Update Announced is a post from: CRM Software Blog

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Being able to access your CRM system at almost any time and from almost anywhere has certainly changed from the ‘nice to have’ requirement it seemed to be a few years ago. Now it’s a fundamental requirement of the majority of CRM projects we come across. Looking at the notes from some of the most recent discussions between our CRM Consultants and people contacting us for the first time, the snippets include:

- “I have five users in different locations across the country, they all need to use the system”

- “All of us need to be able to get into the system when we’re out of the office”.

- “Our Marketing team are office based but most of our sales team will need to use the new CRM system when they’re out visiting customers”.

There are a wide range of considerations to take into account when you’re choosing a CRM solution. However, if remote access to your system and data is important, then that’s certainly a tick in the box for Microsoft Dynamics CRM. And because different organisations have different requirements, there are a number of ways to set the product up to provide remote access. Here are five ways to do it:

1) Internet facing deployment (IFD) of Microsoft Dynamics CRM on-premise (or partner hosted)

Traditionally, on-premise CRM software could only be accessed from an organisation’s internal network. Microsoft Dynamics CRM’s Internet Facing Deployment feature means your business partner or IT staff can set up the software so you can securely access it across the internet. It’s just like using the system from your office. Choosing on-premise with IFD is often the preferred choice for businesses that have a dedicated CRM server, a complex or highly customised system, or need a lot of memory (for example, they need to store a lot of multi-page documents, or larger scanned files or graphics). It can be set up so that it can be accessed internally only, internally and via the IFD, or just via IFD.

2) Use Microsoft Dynamics CRM Online

Microsoft Dynamics CRM Online is the cloud-based version of the product. You can access the software from just about anywhere you can get an internet connection. This is a popular choice for many businesses, because accessing Microsoft Dynamics CRM Online remotely is a fundamental feature of the product. It’s easy, straightforward and part of its design. It also delivers just about identical functionality to the on-premise version.

3) Access Microsoft Dynamics CRM using a Virtual Private Network (VPN)

A Virtual Private Network (VPN) basically allows your individual users to securely connect to your company network (and therefore your Microsoft Dynamics CRM system) via the internet. Although internet facing deployment is generally the preferred option (using VPN can increase complexity and may limit bandwidth) there are times when you may want to use VPN. Note that VPN’s usually need to be set up by trained IT staff, so tend to be used within organisations that have their own IT department or are particularly IT savvy.

4) Set up Microsoft Dynamics CRM on Mobile devices

Microsoft has a mobile friendly version of Microsoft Dynamics CRM which means you can access it using a smartphone, tablet or similar device. It’s specially designed for mobile products so, like mobile web pages, offers ease of use and viewing. What’s more, in the next product update, due in the second quarter of 2012, there will be a new cloud based mobile CRM service called Microsoft Dynamics CRM Mobile. This will include a new range of CRM applications (apps) for the most popular smartphones and tablets. A licensed mobile user will be able to access Microsoft Dynamics CRM from up to three different mobile devices.

5) Access Data Offline

Occasionally we’re asked the question “I work in remote areas where there’s not always an internet connection. Can I still access CRM?” The answer is again yes. It is possible to set up Microsoft Dynamics CRM to enable you to work with your data ‘offline’ and synchronise it later. So, even if you can’t get an internet connection, you can still work and use the features of Microsoft Dynamics CRM, wherever you are. In the next release, Microsoft Dynamics CRM Mobile will also have an offline mode for most devices.

Of the five options, using Microsoft Dynamics CRM Online or using Internet Facing Deployment to access the system when out of the office are the most common. Mobile is also a popular choice (and is increasingly popular in line with the rise of smartphones), but VPN and offline data access are less common.

Every business is different, and there are various technical and other considerations you need to take into account before choosing how best to access your system remotely. We strongly recommend you talk to your Microsoft Dynamics CRM business partner (and if you have an IT department, talk to them as well) before deciding on which options are best for you.

For more information about Microsoft Dynamics CRM software, its features, functions and deployment options, please contact Concentrix TSG.

By Concentrix TSG, independent UK CRM Specialists

Five Ways to Access Microsoft Dynamics CRM When You’re Out of the Office is a post from: CRM Software Blog

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Microsoft Dynamics CRM Mobile

The next release will include a cloud based mobile CRM service called Microsoft Dynamics CRM Mobile. This will be a hosted (subscription based) mobile solution that is based on CWR Mobility (it actually is CWR Mobility, but it will be available directly from Microsoft as a Marketplace offering). The mobile clients and service will start at $30 per user, per month and supports the use of up to three devices per user. This is considerably less than $65 for the comparable offering from Salesforce. The supported devices are listed below:

For those that want – or need  – to run the mobile offering on-premise on their own servers, they will continue to purchase CWR Mobile CRM directly from a CWR partner under a perpetual license model. The mobile client and UI are identical to the hosed and on-premises solutions.

Browser Flexibility

In addition to mobile flexibility, Microsoft Dynamics CRM Q2 2012 service update provides the ability for end users to access the Microsoft Dynamics CRM Web Client across all modern Internet browsers on various platforms. This includes browsers such as Internet Explorer, Firefox, Chrome, and Safari running on PC, Apple Macintosh or iPad. This is a huge advancement, as the last few years have seen more enterprises becoming client platform agnostic.

Enhanced Social Experiences

This update adds even more social capabilities to the very popular micro-blogging Activity Feeds feature that was introduced last fall. Activity Feeds feature updates in this release:

• Ability to “Like” and “Unlike” Activity Feed posts.
• Improved filtering capabilities, including the ability to filter @names in a timeline.
• Improved following capabilities. You will now be able to filter based on CRM views, meaning even if you don’t follow a particular opportunity or account, if an activity is triggered that would make it visible in your personalized CRM view, then it will appear on your activity wall.
• Update to the Windows 7.5 Activity Feeds Mobile app.

Big News in Dynamics CRM Q2 2012 Update: Mobile iOS and Android Versions, Cross-browser Support, Social Upgrades is a post from: CRM Software Blog

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This means it’s time to accept mobility into your current customer service management, if you haven’t already. Your employees are probably already using their smart phones in order to conduct business more efficiently and effectively; it’s somewhat crucial to staying ahead of the competition these days. The question you want to ask is can you and should you connect those devices with your CRM software? We say, “Yes!”

Mobile Express for Microsoft Dynamics® CRM brings mobile functionality to a whole new level for businesses. Your sales force can have access to real-time account information from any web enabled mobile device. With this valuable information at hand, they can effectively meet the needs of your customers and even optimize on up-sell and cross-sell opportunities. Even when they’re on the road, they can quickly respond to customer requests or questions, ensuring enhanced customer support throughout your organization. Notifications and alerts can even help remind sales and customer service reps of important appointments or service calls. All this information is available through a customized, easy to read and manage mobile format.

Mobile technology trends have brought about a new way of doing business - a new and improved way, in our opinion. Microsoft Dynamics CRM enables businesses like yours to take advantage of this trend and contributes to the success of your business. And things just keep getting better. Microsoft just announced in their next service update of Microsoft Dynamics CRM, a new cloud-based, cross-platform native mobile client for Windows Phone 7.5, iPad, iPhone, Android, and Blackberry devices called Microsoft Dynamics CRM Mobile. Contact us at Sikich to learn more about the groundbreaking mobility functionality in Microsoft Dynamics CRM.

By Jim Drumm with Sikich, Chicago IL Microsoft Dynamics CRM partner serving IL and MO

What Mobile Technology Trends Mean for Your CRM Software is a post from: CRM Software Blog

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The R8 service update is expected to be available Q2 2012 and is built on six broad themes: Mobility, Browser Flexibility, Social, Industry Templates, SQL Server 2012, Certifications.

Mobility
Microsoft will be launching a new product, Microsoft Dynamics CRM Mobile, which will enable CRM Online, partner-hosted and on-premise customers with Internet-facing deployments to use CRM on up to three devices per user.

There will be native clients, which means offline support, on all the main mobile platforms: Windows Phone 7.5, iPhone & iPad, Android, BlackBerry. I haven’t seen any of the licensing details yet, but I understand that this is a subscription service (even for on-premise customers) for $30 per user per month.

Browser Flexibility
For years prospective customers have been crying out for multi-browser support and Microsoft has finally delivered! Once R8 hits your CRM server you’ll be able to access CRM using: Internet Explorer 7 or above on Windows 7, Vista and XP; Safari 5.1.1 or above on Mac OS-X or iOS5 ;Firefox 6 or above on Windows 7, Vista and XP or Mac OS-X or iOS5; Chrome 13 or above on Windows 7, Vista and XP.

Activity Feed Enhancements
In the Nov 2011 service update (codenamed “R7″) Microsoft released the new Activity Feeds feature which introduced some social enterprise features into CRM 2011. R8 introduces a series of enhancements to the Activity Feeds feature: like/dislike, enhanced filtering (e.g. @me, types of records I follow, record views), and an updated mobile activity feeds client for Windows Phone 7.5.

Industry Templates
Building on the work of Microsoft partners and its own consulting team, the Dynamics Labs will be releasing several industry templates into the Dynamics Marketplace. The first few templates will be: Wealth Management, Non-Profit, Health Sales Plans,,
Relationship Management for Health.

The templates will include data model customizations, dashboards, workflows and sample data. They’re designed to help customers in those industries visualise how Dynamics CRM can help their business, and speed up an implementation without necessarily being a fully-packaged vertical industry product.

SQL Server 2012
Microsoft’s own data centers have already been upgraded to SQL Server 2012 and the R8 service update brings official support for partners and customers wanting to upgrade their own deployments to SQL Server 2012. Additionally, there will be some new CRM features that make use of SQL Server 2012 new capabilities. For example: performance improvements, enhanced database recovery, next generation business intelligence (“Crescent”) such as pre-defined Power Pivot models, Power View reports, and time-animated reports.

Certifications
Certifications are critical to enterprise adoption and Microsoft has been working hard over the last year to ensure that its data centers and CRM Online service meets several important certification standards including: ISO27001, SAS 70 Type II, SOX, SSAE 16 SOC1, Safe Harbor, Data Processing Agreement, EU Model Clauses and HIPAA compliance (supported through Business Partner Agreements).

For More Information
Download the R8 Release Preview Guide from the Microsoft Dynamics CRM website: http://crmpublish.blob.core.windows.net/docs/ReleasePreviewGuide.pdf

Read the CRM Anywhere blog article by new CRM General Manager Dennis Michalis: https://community.dynamics.com/product/crm/crmnontechnical/b/crmconnection/archive/2012/02/06/crm-anywhere.aspx
By Marcia Nita Doron, Altico Advisors, Microsoft CRM partner serving Massachusetts (MA)

Microsoft Dynamics CRM Anywhere – Great New Features in the Next Service Update is a post from: CRM Software Blog

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So how do you get the most out of your CRM reporting? The first step is knowing you have the access to the information you need. In Microsoft Dynamics® CRM, it’s incredibly easy to get the knowledge out of your system and it’s also the first step to making better business decisions.

You may have previously relied on your IT department to receive sales reports. Now, you can directly access built in sales reporting features in Microsoft Dynamics CRM, making it easier to align goals with company objectives.

There is also an intuitive report wizard that helps anyone on your team set up ad-hoc reports. You know that one report doesn’t cover the knowledge base needed by everyone in your organization. This feature in Microsoft Dynamics CRM makes it possible for each of your employees to access the information relevant to their role, without having to dig through a bunch of irrelevant information.

Dashboard and key performance indicators also make it easier to get the most out of Microsoft Dynamics CRM. Once these are set up to meet the needs of each department, productivity can soar. The information streaming through these easy-to-read and understand charts paves the way for employees to be the best they can be.

In conclusion, CRM software should produce information that’s relevant to each team member so a company can make better decisions and become more productive. We hope these quick tips about Microsoft Dynamics CRM help you see just how great reporting features can be. If you have any questions, please contact us at Cargas Systems.

By Memie Whiteside with Cargas Systems, Pennsylvania Microsoft Dynamics CRM Partner

Get the Most Out of Your Microsoft Dynamics CRM Reporting is a post from: CRM Software Blog

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• Improvements to mobility through the launch of Microsoft Dynamics CRM Mobile
• Accessibility from additional browsers
• Extended social features and additional developments to the activity feeds
• Out-of-the box industry templates
• Performance improvements due to SQL Server 2012
• Product certifications to keep your business compliant

Let’s take a deeper look at what each of these elements means for a company using Microsoft Dynamics CRM.

Mobility

This online service is available for an additional per user monthly subscription to users of either Dynamics CRM on-premise or CRM Online. Each Dynamics CRM Mobile user can roll out the solution on up to 3 devices and leverage 10 different languages.  Each user has administrative tools to personalize their own experience to see the most relevant data on their devices.  Microsoft Dynamics CRM Mobile will adopt the native capabilities of the device it is deployed on, meaning that it is optimized for touch and includes capabilities that you are accustomed to on your mobile devices, like auto-calling and one-click access to maps.

Additional Browsers

All Microsoft Dynamics solutions are developed to work the way that people work so that the users are empowered.  Microsoft Dynamics CRM is no exception.  With the Q2 2012 Update, you will be able to access the web client of Dynamics CRM on the following browsers:

Social Features

Building off of the social advancements made in the last release, Dynamics CRM will now include “Like/Dislike” buttons on Activity Feeds.  Additionally, Microsoft will be launching Social Customer Care within Dynamics CRM by the end of 2012.

Industry Templates

Continuing the theme of working the way you work, Dynamics CRM now provides out-of-the-box support of industry specific processes for the following niches:  Life Annuity Insurance Sales, Non-Profit, Health Plan Sales, and Wealth Management.  These templates will be available in the Microsoft MarketPlace which is accessible from within Microsoft Dynamics CRM 2011.

SQL Server 2012

This update is developed on the emerging SQL Server 2012 technology, which will provide performance improvements and give users the ability to further leverage the Microsoft stack to get next generation business intelligence.

Certifications

By the time the Q2 2012 Update rolls out, Microsoft Dynamics CRM will be certified in the following areas:

• ISO 27001
• SAS70 Type II
• Sarbanes-Oxley

Microsoft Dynamics CRM Online Service

• Safe Harbor
• ISO 27001
• SSAE 16 SOCI (Type II)
• Data Processing Agreement (DPA)
• EU Model Clauses
• Business Associates Agreement – enables a company to be Health Insurance Portability and Accountability Act (HIPAA) compliant

This means that if your organization is required to comply with any of these regulations, your technical requirements have been met and you are free to focus on the business process elements of your certification.

Be poised to take advantage of all of these improvements by getting started with Microsoft Dynamics CRM today!  Start a free 30-day trial now and your business will be ready to start using these new features and functionality as soon as they are available!

By Socius, a Microsoft Dynamics CRM Partner in Ohio, Kansas City, and California

What’s Next for Microsoft Dynamics CRM? is a post from: CRM Software Blog

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Microsoft announced that in the second quarter of 2012, a service update to Microsoft CRM will add an array of new features and functionality, including Microsoft CRM Mobile a full range off native apps for smart phones and tablets. This means that the power of Microsoft CRM can now be used on your iPhone, iPad, or Blackberry device, just to names a few. Microsoft CRM will also be supported on Safari, Chrome, and Firefox browsers. This will give a consistent look and feel for Microsoft CRM across the multiple platforms that a user may utilize.

Microsoft CRM was already the most cost effective CRM Solution on the market. With these new enhancements, it is also the most powerful solution available. To see these new enhancements, or to find out more about how Microsoft CRM can help your business, contact Intellitec Solutions at 866-504-4357 for a free needs analysis and demo.

By Intellitec Solutions, Microsoft Dynamics CRM Partner serving Delaware

Microsoft CRM Mobile To Be Released Q2 2012 is a post from: CRM Software Blog

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