Dynamics CRM

Dynamics CRM is a Customer Relationship Management application from Microsoft. Now in its third major version (with a fourth version, codename Titan, on the horizon), CRM provides rich functionality with ease of implementation and use. Key capabilities include:

• Management of customer organisations, individuals, interations, relationships and all other relevant information
• Built-in modules for sales automation, services and marketing
• Very flexible and customiseable
• Workflow engine to allow automation of your business processes
• Easy to extend and integrate with other applications
• Works very well with Microsoft Office

Historically, CRM implementations have been complex, high-risk projects. However, Dynamics CRM is comparatively easy-to-install, affordable, and functional out-of-the-box. As with any complex software, though, involving consultants with extensive experience can make the implementation much more successful. Consider, for example, the following factors:

• A CRM system is likely to be "mission critical" - and appropriate design is critical to ensure that you aren't affected by downtime which hurts your ability to do business.
• To obtain best value from a CRM system, it should be customised to reflect your organisation's data and business processes. Understanding these factors, and successfully translating them into a working solution, requires detailed product knowledge combined with a genuine ability to analyse business requirements.
• A CRM system can be greatly enriched by integration with your other systems. While this can unlock significant business value, it can also be a source of budget and schedule risk - which can best be managed by experienced specialists.
• Sound operational procedures (maintenance, backup, disaster recovery) are essential to ensuring that the failure of a computer system doesn't jeopardise your business.
• An appropriate training programme, based on an assessment of your users' needs and abilities, can help you to take best advantage of the software

Ballaird consultants have amassed significant experience with Dynamics CRM over the course of a number of projects. Our consultants can help you to document and analyse your business processes, design an appropriate data model, understand how to customise Dynamics CRM to fit your organisation's requirements, and implement a first-class CRM solution. Whether you need us to take on an entire project, or support your in-house IT staff in getting the most out of customer relationship management, we can help you control the cost and risk of implementing Dynamics CRM, assuring you of an excellent solution which will unlock the value of the product to your organisation.