Making CRM more Dynamic

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Local business solutions provider and Gold Certified Microsoft Dynamics partner, AccTech Systems, is upbeat about the release of Microsoft Dynamics CRM 2013. AccTech attended the launch of Microsoft Dynamics CRM 2013 that was held at the Microsoft Dynamics Convergence Conference, in Barcelona, Spain.

The latest release features new social capabilities and industry process templates. Microsoft’s strategic alliance with InsideView, a global social intelligence provider, will bring new social insights to the cloud-based Microsoft Dynamics CRM Online service. It is designed to offer customers an enhanced user experience that promotes end-user productivity and demonstrates the value of Microsoft technologies. This includes interoperability with Yammer, Lync and Skype – delivering sales, service, marketing and industry professionals a seamless and customisable experience.

AccTech Systems CEO Tertius Zitzke says the new version offers an amazing customer experience. “The availability of a new set of industry-focused business process templates, as part of the new Microsoft Dynamics CRM release, will provide customers with a step-by-step process guideline that is designed to improve performance in specific industries.”

David Cosgrave, CRM Business Unit Manager at AccTech Systems, concurs: “The adaptability of Microsoft Dynamics CRM 2013 will make it possible for customers across different industry sectors to greatly reduce deployment timelines. Add to that the freedom of choice between on-premises or a cloud-based deployment now means that CRM features previously only available to enterprise customers, is now in reach of every business in virtually any industry sector.”

Microsoft is introducing new templates for a number of specific industries, such as professional services, manufacturing and financial services, as well as processes for event management and solution selling. Cosgrave says these completely configurable business processes incorporate best practices from industry experts. “They give customers a starting point to build a solution to fulfil their specific industry requirements.”

In addition, these templates flow onto all mobile devices supported by Microsoft Dynamics CRM, meaning customers can get the benefits of these processes on their favourite supported mobile device. It also features new capabilities to enable sales, marketing and customer care professionals to match customers and prospects to the products and services they want, engage customers at the right moment, and nurture customer relationships.

“These personal experiences are delivered through a new people-first design that offers a simple and immersive layout where all customer information is on one screen, helping people easily see everything they need to know about their customer interactions in one place,” explains Cosgrave.

Microsoft Dynamics CRM also offers a new outcome-driven user experience featuring guided processes that help customers reach their desired outcomes. These processes can be tailored to accommodate particular business requirements that enable people to deliver an experience that matches their customers’ expectations. The benefits to organisations include shorter sales cycles, increased win rates and less ramp-up time for new hires.

He says there is the ability to stay pervasively connected to customers and resources by putting social tools in the context of what people are doing. “With Yammer, customers can quickly comment on posts or start contextual conversations from within Microsoft Dynamics CRM on-premises and online. Yammer extends across an organisation, bringing everyone into the conversation, including non-licensed CRM customers from within Yammer.”

With the new Microsoft Dynamics CRM release, customers get access to new mobile client applications on Windows 8 tablets and iPads, as well as touch-enabled experiences on Windows phones, iPhones and Android phones coming within the next month. This gives customers powerful functionality and analytics on the go, without a separate licence fee.

“These new tablet experiences keep people connected to their data, their team members and, most important, their customers, allowing subject-matter experts to be a click away,” he concludes.