Microsoft Dynamics CRM 2011 adapts to unique business processes by applying automated processes and workflows that enforce consistency, streamline tasks and help organisations be more productive.

CRM Process Automation

Automated CRM processes can involve just a couple of steps, or multiple layers that support new business activities or a customer retention strategy.

Automated CRM actions can be set to send emails, create activity lists, trigger reports and even update fields. By removing manual tasks, automated CRM workflows reduce admin time and create savings in processing costs.

Using the example of a new customer being added to CRM, an automated process could include:

• Sending an email to an account manager confirming that a new client has been assigned
• Triggering an immediate welcome email that will be sent to the client
• Moving the new account to your main marketing list
• Scheduling a follow up activity to phone the client

• Creating a further prompt or escalating the activity if this task isn't isn't completed within 3 days

CRM automated processes immediately create workflow efficiency by:

• Delivering timely alerts about important updates and escalated problems to act quickly on critical issues
• Sending higher volumes of personalised communications without the time & expense of composing messages
• Reducing data entry time to shorten selling cycles & cut processing costs
• Repeatable step by step processes that improve productivity by combining multiple steps into a single workflow

• Automatically distributing the reports for the performance insight you need

Based on Windows Workflow Foundation 4.0, Dynamics CRM 2011 process automation provides a level of performance and reliability that few solutions can rival.

CRM Dialogs

Microsoft Dynamics CRM 2011 includes wizard-driven Dialog call scripts that give users step-by-step guidance to progress business tasks.

As a result, tasks are completed quickly and data quality improves. And, by providing users with dialog call scripts less training is needed so new team members can quickly get up to speed.

Dialogs can be used by any team but they're especially helpful in call centres as they can be applied to workflows for:

• Customer complaints
• Returns
• Technical support
• Telemarketing

Sales teams can benefit too. Dialogs can be created to guide sales professionals through the lead qualification and opportunity conversion process using dialog prompts based on your own query logic.

By applying your process rules issues can be resolved quickly and with greater consistency.

And, by allowing users to follow call scripts less training is needed so new team members can get up to speed quickly.

Watch a demonstration video of Microsoft Dynamics CRM Dialog call scripts in action.
 

CRM dialog scripts guide users to ask the right questions & progress issues through wizard driven prompts

CRM Queues

With MS Dynamics CRM 2011 all records can be assigned to queues including leads, sales opportunities and activities. 

Queues are also an effective tool for service teams to help them prioritise and resolve customer issues.

With Microsoft Dynamics, new service cases are logged in CRM and allocated a unique reference number. Through automated routing they can be assigned to the individual or team best suited to resolve them and placed into a queue that's organised in line with your rules based on service agreements, priority level and time of entry.

By doing this agents are prompted to deal with the next logical issue while unresolved cases can be prioritised for their attention using CRM escalation rules.