Dynamics CRM

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What
Is CRM?

The core of Microsoft Dynamics CRM functionality is relationship management. Users can capture all customer touch points such as phone or email interactions, appointments, exchanged letters, faxes, etc. to generate a single view of the customer.

Microsoft Dynamics CRM has three comprehensive functional modules: Sales, Marketing, and Service (or Customer Care).

Manage Calls With Dynamics 365

Key Functional Modules in Microsoft CRM

Sales: Sell more, faster with Microsoft Dynamics Dynamics CRM
Buying decisions are often made before you can even engage. To win, sales must adapt quickly. By using solutions that are familiar, intuitive, and easy to adopt, your sales team can be more effective in the office or on the go. With Microsoft Dynamics CRM Online, they have exceptional access to social data for lead generation and relationship management to make every customer conversation more relevant, valuable, and productive.
Your sales reps can easily collaborate across teams, geographies, and work groups with instant visibility into their pipeline from anywhere, on any device. Microsoft Dynamics CRM sales automation process includes lead generation, lead-to-opportunity conversion upon qualification, order management, and invoice tracking.
Marketing: Attract, engage, and retain customers with Microsoft Dynamics CRM
In this digital era, marketers need the ability to plan, execute, and measure campaigns easily from start to finish. Microsoft Dynamics helps engage your customers to bring your marketing vision to life by allowing you to accelerate your marketing around one plan that’s as agile as you are.

Reduce your time to market, improve brand consistency and message while gaining deep customer insights that help you plan effectively and execute flawlessly. Enterprise-ready collaboration means you work better together—across your team and with other agencies—on brand, content, and events, to stay aligned and agile.
Customer Service: Offer world-class customer service that leads to loyalty
Microsoft Dynamics CRM provides a comprehensive capability for customer service and support to help in order to reduce service response times, improve case resolutions, and increase customer self-service so you can manage and exceed SLAs.

You can deliver responsive, relevant, effective service—anywhere, any time, on any device. Connect with your customers on any channel, provide service on their terms, and empower your teams to move quickly to meet today’s customer expectations.
Social: Get powerful social insights by connecting Microsoft Dynamics CRM to Social Engagement
Turn sentiment into opportunity with Microsoft Social Listening. Monitor brand presence and track strategic initiatives across marketing, sales, and customer service.

Microsoft Dynamics CRM Online provides social capabilities to help organizations to analyse and act on market intelligence from social conversations, connect with their customers more effectively, drive business agility, foster customer loyalty, and accelerate your organization’s success with social capabilities.

Technical Capabilities in Microsoft CRM

Dynamics CRM for Phones and Tablets

Microsoft Dynamics CRM comes with a native mobile app. CRM entities can be accessed via mobile devices and can be configured to display only key information that is pertinent in the field. Users can view, update, and create CRM data on the move, allowing for increased productivity while working remotely. The Microsoft Dynamics CRM app can be further customised or extended to meet complex requirements.

The Microsoft Dynamics CRM mobile app offers offline capability so that the users are able to access and capture important information in the field where the Internet is not available.

Security Model & Roles

Microsoft Dynamics CRM provides a security model that protects data integrity and privacy and supports efficient data access and collaboration. Key features are listed below.

  • e-based security: The role-based security can be leveraged to group sets of privileges together into roles describing the tasks that can be performed by a user or a team. For example, a Team Leader role can be configured to export data out of CRM, an Executive role can be configured to access system-wide data, and an Officer role can be configured to access data that is relevant to his/her department (business unit).
    Record-based security: The record-based security can be configured to control user and team rights to perform actions on individual records. This applies to instances of entities (records): The owner of a record can share or grant access to a record to another user or team.
  • Field-level security: The field-level security can be configured to restrict access to specific high business impact fields in an entity only to specified users or teams.
  • Form-based security: The form-based security can be configured to allow or restrict access to specific form(s) exposing relevant information to users or teams. This security configuration can be utilised to streamline data exposure for better user experience and to control whether any web control is to be exposed.

Reporting

Microsoft Dynamics CRM reporting capability leverages the flexible and robust SQL Server portfolio of products to create, analyse, process, and render reports. There are several ways to view the relevant data using the features supplied with the product, which include some of those described in this section. Descriptions of the supporting components that are available with Microsoft SQL Server and Dynamics CRM demonstrate the possibility for reports and more detailed analysis in the future.

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