We are now living in an information world and today's organizations need
to maximize the value of their customer relationships. They need enabling tools, technologies and processes to track and leverage
every customer interaction to maximize opportunities and improve customer loyalty.
Digitalembrace's Customer Relationship Management (CRM) Solution
Customer Relationship Management (CRM) is a technology that can be implemented rapidly with relatively limited costs.
It does more than just track customer interactions, it also helps organizations optimize their operations by automating routine tasks and
standardizing best practices.
At the core, our solutions start with Microsoft Dynamics CRM and can be deployed as solutions for Sales, Marketing , Customer Service and Case Management.
Microsoft Dynamics CRM is an extensible operations platform. It allows businesses to move beyond transactions and reports, while
incorporating an understanding of all people in the business. Microsoft Dynamics CRM platform provides:
- Business Process Automation
- Secure Data Management
- Data Model Extensibility
- Service Oriented Architecture
Dynamics CRM as a eXtended Relationship Management (xRM) Platform
xRM encompasses applications and business practices that go beyond traditional customer-centric
CRM functionality. xRM is a strategic approach to understanding what makes a business
thrive, what information needs to be tracked, by whom, and how it needs to be displayed and leveraged to facilitate better decisions. Microsoft Dynamic CRM
goes beyond tranditional sales, marketing and customer service functionality by offering:
- Flexible Data Model - Create new data entities, associate business logic and design user interface forms.
- Workflow and Eventing - Define business flows and pipelines.
- User Accounts & Queues - Assign ownership of entities to unique users or a processing queue.
- Scheduling & Task Management - Assign tasks based on skills, availability or other criteria.
- Office Automation/Email Integration - Work within existing Microsoft Office tools.
- Dashboard & Reporting - Design reports and dashboards for yourself or for the entire organization.
Some examples of using Microsoft Dynamics CRM as an xRM:
- Funding Application Processing (Grants, Loans)
- Certification Processing
- Customer Surveys
Solutions for Sales
Streamline and automate your sales processes and enable sales people to create a single view of the customer to
ensure a shorter sales cycle, higher close rates, and improved customer retention. Microsoft Dynamics CRM
gives sales professionals the tools to work efficiently.
- Streamlining the Flow of Work - Manage customer interactions from a single business application.
- Knowledge is Power - Create a centralized, customizable view of your customer's preferences, relationships and activity history.
- Make Tools Easy to Learn and Use - Use simple, wizard-driven sales and marketing features to keep your sales prospects and customers informed.
Solutions for Marketing
Transform every touchpoint into a marketing opportunity. Microsoft Dynamics CRM provides a holistic, comprehensive
set of marketing capabilities.
- Develop Lists More Effectively - Create dynamic lists based on user-specified criteria, import contact lists and automatically remove duplicate records.
- Execute Smarter Campaigns - Quickly launch campaigns with defined activities and automatic lead handling.
- Marketing Mix - Use reporting and dashboards to evaluate the performance of your marketing efforts.
Solutions for Customer Service
Deliver customer information, case management, service history, and support knowledge
directly to the desktops of agents, customer service representatives (CSRs) and supervisors:
- Manage Every Aspect of Customer Service (Cases, Service Levels, Scheduling, Resources)
- Automate Service Processes
- Communicate in Real Time (with Office Communications Server 2007)