Sales, Marketing, and Service Management
Sales and Marketing
Organize campaigns based on segments of your contacts that you define. Define segments based on specific criteria, such as sales, contact profiles, and interactions, and reuse existing segments or segmentation criteria. Use the Merge feature in Word (or send other file formats) to communicate with the contacts in your segment. To send a document to people of different nationalities in their native language, use Campaign Management with Interaction/Document Management.
Sort your contacts into categories, and automatically classify your customers based on criteria you specify. For example, you can see the program group contacts in terms of revenue. Use this information to target contacts for your campaigns. Divide your customers into ABC segments and even use this granule for rating (assign the weights of two questions to identify the value of a third question).
Maintain an overview of your contacts, and personalize your approach to them. Record your contact information for all business relationships. This granule is tightly integrated with the Sales and Receivables application area.
You can also:
Specify the individual people related to each contact.
Get an automatic alert if you enter contact information that already exists with the duplicate check function.
Get a precise view of prospects and customers by categorizing your contacts based on profiling questions.
Issue quotes to prospects or create sales documents for specific contacts if you have Sales Order Management.
Record all the interactions that you have with your contacts— for example, telephone calls, meetings, or letters. Attach documents to interactions (Word, Excel, or .txt files). You can also automatically record other interactions—for example, all Microsoft Dynamics documents that you send to your contacts, like sales orders or quotes, can be logged and retrieved at a later time. By using TAPI (Telephony Application Programming Interface)compliant telecom devices, you can call a contact by clicking a button on the electronic contact card.
Log all email correspondence. Log inbound and outbound email sent through Microsoft Dynamics or Microsoft Outlook®, and set up the program to log automatically or manually in Microsoft Dynamics . The solution is server-based and required Microsoft Exchange Server (please refer to the Microsoft Dynamics software requirements) in order for you to keep email messages in their natural environment to ease administration.
Keep track of sales opportunities. Section your sales processes into different stages, and use this information to get an overview of and manage your sales opportunities.
Synchronize your to-do items and your contacts in Microsoft Dynamics with meetings, tasks, and contacts in Outlook. Create, update, cancel, and delete in one program and, at a specific time, synchronize from within Outlook. You can also customize synchronization by adding fields or adding new entities to be synchronized.
Organize the tasks related to your sales and marketing activities. Create to-do lists for yourself and assign tasks to other users or teams of users. Automatically create recurring to-do items and activities consisting of several to-do items.
Assign personnel to work orders. Log details such as work order handling and work order status. For dispatching, manage service personnel and field technician information and filter according to availability, skills, and stock items. Gain an overview of service task prioritization, service loads, and task escalations.
Set up an agreement with the customer concerning the service level to be delivered. With this granule, you can:
Maintain information on contract history, contract renewal, and contract templates.
Manage warranty details on service items and spare parts.
Record details on service levels, response times, and discount levels, as well as on the service history of each contract, including used service items and parts and labor hours.
Measure contract profitability.
Generate contract quotes.
It is recommended that you also use the Service Order Management and Service Item Management granules.
Record and keep track of all your service items, including contract information, component management, and BOM reference and warranty information. Use the Trendscape Analysis feature to view key performance indicators on the service item in a given time frame.
Register your after-sales issues including service requests, services due, service orders, and repair requests. Service requests can be initiated by the customer or created automatically according to the terms in your service agreement. Data can be entered in the service orders by a call center employee or by your repair shop. You can also use this granule to register impromptu or one-off service orders.Register and manage equipment loaned to customers. Get a complete history of your service orders and service order quotes through the Service Order Log.
Set up, maintain, and monitor your service prices. Set up price groups based on different criteria – such as the service item (or several item groups), the service task involved, or the type of fault – for a limited period of time, or for a specific customer or currency. Define price calculation structures that include all parameters involved in providing service – for example, the parts used, the different work types, and the service charges. The system automatically assigns the correct price structure to the service orders that match the service price group criteria. You can also assign fixed prices, minimum prices, or maximum prices to service price groups and view statistics about the profitability of each service price group