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Customer Relationship Management (CRM)

Customers on Microsoft Dynamics CRM world-wide have repeatedly reported an increase in their productivity as a direct result of sales process automation. In fact, a Forrester Research report finds that companies report an average return on investment of 243% and a payback period of 4.1 months after deploying Microsoft Dynamics Customer Relationship Management software.

Microsoft Dynamics CRM provides businesses with marketing, sales and customer service capabilities that are fast, familiar and flexible and aimed at helping them find, win and grow profitable customer relationships. The solution, that is available both on-premise or in the cloud, ensures standardisation of company-wide best practices, enabling a 360-degree view of customers.

Check Out Grant Thornton's CRM Online Success Story  >>

Microsoft Dynamics CRM Online provides businesses with an online CRM experience that empowers people to work across the entire enterprise and beyond, giving anywhere access to sales, marketing, and customer care professionals.

 

Planning and Budgeting

Designs, defines and plans tasks, budgets and details to create marketing campaigns on-the-fly, featuring intuitive tracking of estimated versus actual costs for easy ROI analysis.

 
Planning and Budgeting

 

Target Market Segmentation
 

Target Market Segmentation

Creates highly targeted lists that can be imported from internal and external sources or generated and associated with a campaign. Exports lists into multiple formats for bulk email or direct-mail communications.

 

Campaign Management

Enables holistic and complete campaign management, from creation to execution to tracking of campaigns and effective evaluation of campaign performance.

 
Campaign Management

 

Response and Lead Management
 

Response and Lead Management

Facilitates response tracking and conversion to leads via guided wizards, enabling automated rules for response and lead scoring and the assignment of leads based on defined roles and privileges.

 

Marketing Analytics

Measures marketing success with KPIs, featuring a report wizard with powerful report sharing /editing features and flexible dashboards that facilitates report publishing.

 
Marketing Analytics
Real-Time Sales Insight in CRM
 

Real-Time Sales Insight

Provides fast access to real-time information for the sales team to manage account activity and easily add, edit and track contracts associated with particular accounts.

 

Territory Planning

Enables planning through a resource centre, ideal for sharing best practices, with robust role and group-based permission management and strong global capabilities for team selling.

 
Territory Planning

 

Opportunity Management in CRM
 

Lead and Opportunity Management

Captures, tracks and evaluates leads once qualified, which are then easily converted into opportunities and distributed to sales representatives based on predefined criteria. Provides seamless tracking of all associated customer communications, with comprehensive quote to order functionality, task management and competitive intelligence.

 

Account Management

Features a complete view of all products, offers, orders and interactions with specific accounts, enabling easy access to contracts, renewal dates and complex relationship mapping.

 
Account Management

 

Sales Analytics
 

Sales Analytics

Analytical capabilities that range from basic reporting to data mining and dashboards, featuring forecast and pipeline reports, trending and historical analysis for cross and up-sell opportunities.

 

Task and Case Assignment

Speeds up the resolution of customer incidents with automated case routing to agents or teams, based on their roles and permissions, allowing them with complete access to case and customer data.

 
Case Assignment

 

Case Handling
 

Case Handling

Tags cases assigned to an agent or team with a status field for tracing purposes, which cases are released to the queue.  Such a process facilitates the management of customer incidents.

 

Case Resolution

Promotes first contact resolution by avoiding duplicated efforts, making it easy for customer care agents to refer to built-in knowledge repository or cross-channel knowledge.

 
Case Resolution

 

Service Schedules
 

Service Schedules

Enables continuous connection across teams with a centralised view of service calendars and resources, enabling agents to schedule client services and manage reoccurring appointments on-the-fly.

 

Service Up- And Cross-Sales

Gives agents real-time access to views of service eligibility for each customer, enabling them to up and cross-sell service and support contracts to clients.

 
Up and Cross Selling

 

Services and Sales Processes
 

Services and Sales Processes

Uses rule-based approvals to escalate and route client cases from one agent or team to another, depending on the nature of each case at hand. Facilitates the selling process, enabling the sales team to request the approval of discounts beyond the set ceiling to the sales director via a workflow.

 

Activity Management

Creates and assigns tasks through a workflow, enabling users to organise their own tasks, whilst facilitating visibility into contracts due to expire and ensuring action progress reporting.

 
Activity Management

 

Custom Workflows
 

Custom Workflows

Customises any workflow activity to perform the tasks needed by the client, enabling the solution to be extended and accommodate specific needs.

Optimised Device Experience

Allows users to see CRM data quickly, optimised for mobile use, and choose the view they want on their device. Empowers them to tailor their phone experience by customising the entities that show up on-screen. Enables users to make use of the native device experience to start a call (by tapping a phone number) or send an email (by tapping the email address to launch the email app).

 
Optimised Mobile Device Experience with CRM

 

Records Management in Mobile CRM
 

Records Management

Enables users to create, modify or delete contacts, accounts, leads, opportunities, tasks, appointments, notes as well as other relevant sales data. Allows users to attach documents, pictures, or other items to records. Displays records lists, allowing for the assignment of records to other users and the search for records from a list or a look-up field.

 

Drill-Down Charts for Tablets

Visualises real-time data in the form of charts, providing detailed views of all records for a chart or for a chart section. Allows users to drill down to see chart data, also enabling them to choose a different chart view.

 
Drill-Down Charts in Dynamics CRM for Tablets

 

Pinned Tiles in Dynamics CRM for Tablets
 

Pinned Tiles for Tablets

Helps users view and access the information they use the most, by pinning as many of their favourite views, contacts and records as they want to the dashboard on their tablet.

 

Offline Experience for Windows Phones

Allows Windows Phones users to view social activity feeds and recently viewed data at all times, even when they are disconnected from the network.

 
Offline Experience in Dynamics CRM for Windows Phone
Social Listening
 

Social Listening

Analyses what customers are saying on social networks like Facebook, Twitter, YouTube and blogs.  Scours social networks and then analyse the data and present it in easy-to-read charts and graphs. Spots emerging trends in people’s comments and tracks marketing campaigns, whilst enabling users to respond to service issues before they escalate.

 

Sentiment Analysis

Evaluates the sentiment of customers’ posts on social networks, to figure out which posts are positive, negative or neutral by analysing keywords and phrases in the person’s native language. Keeps a sentiment history that correlates sentiment about the search topic with dates and events, allowing for the analysis of sentiment between different sources.

 
Sentiment Analysis

 

Social Customer Service
 

Social Customer Service

Analyses interactions at scale, creating cases based on social interactions, and using social data to trigger workflows. Automatically creates questions, comments and issues from social consumers into support tickets to be answered or routed to the appropriate person within the organisation, following custom rules set by the organisation.

Achievements

  • Microsoft Gold Partner
  • ISO 9001 Certified
  • AI 2013 Finance Award Winner
  • Microsoft Malta Partner of the Year

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