Microsoft Dynamics^® CRM

Choose a plan that suits your business:

Standard Plans

System requirements

• Compatible system software:
  • (Microsoft .NET Framework 3.0 (for Windows XP)
  • Java client 1.4.2 for Macintosh OS X (required for Microsoft Office Live Meeting only)
• Compatible browser software:
  • (Microsoft Internet Explorer 6.0 or higher
  • Mozilla Firefox or Apple Safari 3 (on Macintosh OS X 10.5 which doesn’t support Office Communications Online). Some functionality may be limited on both these browsers.
• Compatible client computer operating systems
  • Windows XP® Business Service Pack 1
  • Windows XP Professional with Service Pack 2
  • Windows XP Tablet PC Service Pack 2
  • Windows Vista® Business Service Pack
  • Windows Vista Ultimate Service Pack 1
  • Windows Vista Enterprise Service Pack 1
  • Apple Macintosh OS X10.5 (which doesn’t support Office Communications Online)

Users will need the .NET framework 3.0 or 3.5 in order to use the Microsoft Sign In tool. This is available for download from the Microsoft Online Administration Centre and MyCompany Portal.

Microsoft Dynamics provides you with a CRM solution that is flexible, easy to use and engineered to fit your business. Along with the strength of the Microsoft name, it offers a customisable interface, workflows and nightly back-ups. Click the links to explore the key component areas that make up the Dynamics system:

Sales

Use Dynamics to boost sales productivity, streamline sales cycles, automate lead management, and gain insights to generate more sales. Click the links at right for feature screen shots, descriptions, demonstrations and more.

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• Planning
  Tighten your planning and management
  

  • Optimise your efficiency by setting up teams and territories
  • Streamline sales and offer management by creating price lists, discounts, and unit groups
  • Share winning sales practices and tips with the Resource Center
  • Distribute information more reliably with strong role- and group-based permissions
• Leads
  Automate your lead system
  

  • Save double handling and data entry by capturing and tracking all your sales lead details in one system
  • Automatically associate e-mail messages with relevant leads and opportunities
  • Automatically assign leads and tasks to the appropriate territories and teams
  • Simplify lead qualification, scoring, and conversion
  • Easily segment data to generate leads from your customer base
• Opportunities
  Manage your opportunities more effectively
  

  • Close deals faster and more effectively with central tracking of key data and attributes
  • Create, then monitor, customised offers and pricing for each opportunity
  • Easily track your competitors’ activities and your relative position. Accurately track your actual revenue by creating and following orders and invoices
  • Establish and promote consistent sales processes across your business
  • Use leading sales methodologies such as Miller Heiman, SPI, and TAS within Microsoft Dynamics CRM
• Accounts
  Take better care of customers
  

  • Keep a record of every interaction and activity on each contact or accoun
  • Identify each account’s influencers, constituents, allies and roadblocks
  • Quickly identify cross-sell and up-sell opportunities
  • Keep track of contracts, important renewal dates and other details
  • Define the parent-child relationships that depict complex organisations
• Productivity
  Help your sales force achieve more
  

  • Work more efficiently by using your Microsoft Dynamics CRM data within Microsoft Office Outlook
  • Eliminate redundant email tracking
  • Integrating your Microsoft Office applications communicate and collaborate more effectively within your business
  • Share your existing Office Outlook contacts with Microsoft Dynamics CRM in just a few mouse clicks
  • Use the advanced search engine to quickly identify key data
  • Reduce wasteful duplication with robust data-cleaning tools
• Pipeline
  See every part of the pipe
  

  • Improve your cash flow management with easy tracking of deals all the way along your sales pipeline
  • Increase the accuracy of your revenue projections with individual or roll-up forecasting
  • Track your revenue goals by dates, fiscal periods, or other predefined criteria
  • Continually fine tune your sales processes by identifying key trends for deals won and lost
• Workflows
  Streamline the sales process
  

  • Improve your productivity by streamlining personal, team and organisational workflows
  • Automatically create or assign tasks and activities when predefined rules are triggered
  • Automate your approval processes, no matter how complex
  • Streamline lead management by automating the scoring and distribution of new leads
  • Help your sales teams to be more proactive by setting alerts around key events
  • Provide a more consistent experience, by defining and enforcing sales processes across your business
• Reporting and Analytics
  Use insights to improve decision-making
  

  • Improve your insight by using instant, intuitive dashboards to view key performance indicators in real time
  • Run built-in reports to get detailed sales analysis without waiting for IT assistance
  • Use robust data cubes to generate more insightful trend analyses
  • Employ predictive analytics to identify key selling scenarios
  • Create ad-hoc reports quickly and easily with a powerful Report Wizard

Service

With a 360-degree view of every customer, you could reduce handling times and resolve issues quickly. Using Dynamics to automate processes will also help you reduce costs and deliver consistent customer service at every touchpoint.

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• Accounts
  Manage accounts more effectively
  

  • Boost your team’s productivity with the intuitive Dynamics user interface
  • Easy access to customer histories helps staff to achieve more first-call resolutions
  • Simplify the way you add, change, and manage contact information
  • Model one-to-many, many-to-one, and other complex relationships so you can provide great service all the time
  • Gain actionable insights to drive even better service
• Cases
  Handle individual cases efficiently
  

  • Dynamics lets you create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact
  • Use rules-based routing and escalation processes to lift your first call resolution rates
  • Plan and complete case activities manually or automatically, and have them on record for future reference
  • Your team can provide appropriate service fast, with an at-a-glance view of each customer’s history and service contracts
• Contracts
  Keep contract management simple
  

  • Set up a catalogue of your products and services, so you can track sales, incidents, and contracts easily and identify any issues linked to specific offerings
  • Gain the insights that can help sell more support contracts
  • Create a contract repository, so you can streamline case management
  • Give your staff the tools to provide accurate service, with a view of each customer’s current status and service eligibility
• Knowledge Base
  Share the solutions that work
  

  • Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a central store of customer FAQs and service solutions
  • Share your staff’s expertise as it’s developed by easily storing, sharing and publishing new Knowledge Base information
  • Make sure your staff know about the latest practices and solutions, by distributing your Dynamics Knowledge Base articles online or by automated e-mail response
• Scheduling
  Make the most of your time
  

  • Increase the precision of your service planning, by viewing your related resources and work schedules
  • Save planning time with easy, visual scheduling tools
  • Work with a centralised view of your service staffs’ calendars and resources, to set more accurate and efficient schedules
  • Save time and costs with increased visibility into how well your current scheduling is fulfilling your service goals
• Workflows
  Change the way you get things done
  

  • Use the Workflows Wizard to create personal, workgroup, departmental, and business-wide workflows without relying on IT
  • Automatically assign activities to specific staff and use rules-based escalation to redirect cases to the right person or department
  • Provide more consistent case handling across geographic locations, with support for different languages and currencies
• Reporting and Analytics
  Use insights to enhance service
  

  • Use instant, intuitive dashboards to improve your insights about service insights and resource requirements
  • Run built-in reports to get detailed a sales analysis without waiting for IT assistance
  • Use robust data cubes to identify and analyse data trends
  • Create ad-hoc reports quickly and easily with a powerful Report Wizard

Customer success with Scantech

"Santech is a valuable tool and corporate knowledge library that can be updated in real-time".

View customer success story (PDF, 52kB)

Marketing

Transform every customer interaction into a marketing opportunity and harness the undiscovered potential within your customer base. With Dynamics you can make your marketing more effective and gain actionable insights into your campaigns.

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• Data
  Manage marketing data with ease
  

  • Import data from a wide range of other sources, quickly and easily
  • Confirm data import status with automatic e-mail notification
  • Manage your records more effectively, by using predefined data-mapping rules or creating your own rules on demand
  • Decrease your cost per engagement (CPE) by intelligently cleansing your data to eliminate duplications
• Segmentation
  Pinpoint your marketing efforts
  

  • Use everyday language queries to instantly segment customers or prospects
  • Create highly targeted lists and associate them with specific marketing activities
  • Set up personal or public data views that you can save, access and reuse easily
  • Share your target lists with colleagues and vendors
  • Export lists into multiple formats for your bulk e-mail or direct mail partners
• Planning
  Streamline the planning process
  

  • Plan and track activities, tasks, budgets, and details for each marketing activity
  • Tailor your messages to the highly targeted lists you create
  • Save time and money with reusable campaign templates
  • Set up and easily access your product catalogues, price lists, discounts and offers
  • Use predefined workflows to streamline your collaboration and approval processes
• Execution
  Run your campaigns like clockwork
  

  • Initiate and distribute campaigns and communications instantly
  • Use embedded Mail Merge tools to instantly sort and send mass communications
  • Manually or automatically assign tasks to individuals or teams. Be more responsive by using the Quick Campaign Wizard to organise campaigns on-the-fly campaigns
  • Create rules that trigger different fulfilment activities for different customer responses
• Events
  Stage events, not dramas
  

  • Holistically manage event planning and execution from beginning to end
  • Track and manage all event and customer details on one central platform
  • Easily track and manage the myriad details of your venues, rooms, event sessions, speakers, attendees and sponsors
  • Record key metrics so you can measure your return on investment and fine tune future events
• Response
  Treat your responses like gold
  

  • Capture and store responses and leads in one place, for easy tracking and analysis
  • Score responses using predefined algorithms
  • Have instant access to a customer’s history, so you can assign them to the right sales person
  • Track your marketing effectiveness more accurately, by linking each response to a campaign, medium, and response channel
  • Convert responses into follow-up opportunities or confirmed sales with just a few mouse clicks
• Internet Marketing
  Add science to search engine marketing
  

  • Fine tune your search-engine marketing by tracking and managing responses
  • Identify the revenue impact of specific keywords
  • Research and purchase keywords, then optimise your bids for the highest placement
  • Improve the quality of your data by routing leads through lead-staging areas and recording the results
  • Create landing pages and data forms without needing to use coding
• Productivity
  Extend the value of Microsoft® Office
  

  • Boost productivity by using Microsoft Dynamics CRM within Microsoft Office Outlook
  • Add Office Outlook contacts to your marketing lists with a few mouse clicks
  • Take advantage of embedded Office Word capabilities to create documents and mail-merges within Dynamics CRM
  • Eliminate redundant email tracking by synchronising your Dynamics CRM and Office Outlook records
  • Check another staff member’s availability with the convenient Presence feature
• Workflows
  More marketing, less management
  

  • Boost productivity by setting up personal, team, or company-wide workflows
  • Automatically assign tasks to the appropriate person by editing and using the built-in rules
  • Accelerate approvals by using predefined workflows
  • Automate actions with triggers based on events, time, or your business processes. Set alerts and reminders for campaign milestones, so you can inform the appropriate people
• Reporting and Analytics
  Gain insights to guide future activity
  

  • Measure your marketing success with a range of key performance indicators (KPIs)
  • Track key campaign indicators with built-in reports
  • Identify trends and allocate resources ahead of demand, thanks to powerful predictive analytics
  • Use robust data cubes to analyse important trends
  • Take advantage of your 360-degree customer views to proactively create irresistible offers