Microsoft Outlook client: Work online or offline through Microsoft Outlook, with synchronized access to full sales functionality.
Complete customer view: View all contact and account information and history from a central location, including customer service records.
Information sharing: Tightly integrated Sales and Customer Service modules make it easy to share information across departments.
Leads and Opportunity management: Automate leads routing and escalation, convert leads to opportunities, and track and manage opportunities through the sales cycle.
Sales process management: Use powerful workflow rules to automate stages in the selling process.
Quotes: Create customized quotes using a full-featured product catalog.
Order management: Easily convert quotes to orders, and then modify and save orders until they are ready to be submitted.
Quotas: Measure employee sales performance against individual goals.
Reports: Forecast sales, identify top opportunities and customers, and evaluate trends with robust reporting tools.
Sales literature: Maintain a searchable library of sales literature that can be used online or offline.
Territory management: Create sales territories and manage territory-based processes with workflow rules and reports.
Competitor tracking: Analyze competitor performance and maintain a library of articles on competitor activity.
Direct e-mail; print communications: Using customizable templates, create and send e-mail to targeted prospects and customer groups. Create and send print communications using Microsoft Word Mail Merge.
Customer Service
Case management: Create, assign, and easily manage cases for customer service requests. Manage actions and communications for each case from a central location.
Complete view of accounts: View all accounts, including sales and order information, to identify top customers and better understand specific customer needs.
Automated routing and queuing: Customizable workflow rules let you automatically route service requests and cases to the appropriate representative or to queues for resolution, escalation, or reassignment.
Searchable knowledgebase: Publish support articles and other relevant support information to a searchable knowledgebase.
Service contracts: Easily create and maintain service contracts within Microsoft CRM. When a support case is resolved, relevant contract information is updated automatically.
Auto-response e-mail: Use customizable templates and workflow rules to generate and send auto-response e-mails to customer requests.
E-mail management: Maintain an accurate record of customer-related communications, with automated tracking of customer emails that associates those mails with appropriate customer records.
Integration
Sales and Customer Service modules: Sales and Customer Service modules integrate tightly, making it easy for employees to share information across your business.
Microsoft Office: Integration with Microsoft Office lets users create print communications using Microsoft Word Mail Merge, as well as export data to Microsoft Excel.
Microsoft Outlook client: Salespeople can use Microsoft Outlook to work online and offline with access to full sales functionality.
Microsoft Business Solutions: Microsoft CRM integrates easily with Microsoft Business Solutions ERM applications. Key data mapping includes accounts, contacts, product catalog, pricing lists, orders, and invoices.
Third-party applications and Web services: Microsoft CRM functionality can be exposed through platform APIs for integration with third-party applications and Web services.
CRM Features
