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Microsoft Dynamics CRM
Transform your business day
Microsoft Dynamics CRM 2011 is an enterprise Customer Relationship Management (CRM) solution that provides the tools and capabilities needed to create and maintain a clear picture of customer relationships and interactions, from first contact through to purchases and post-sale support.

In addition to core “packaged” functionality such as Sales, Service, and Marketing automation, Microsoft Dynamics CRM 2011 provides a powerful and flexible application development platform in which Line of Business (LOB) applications can be developed to address an organisations specific business needs. The platform leverages an intuitive, familiar user experience, an enterprise-class server infrastructure, a robust and extensible workflow engine, and integrated reporting and analytics.In addition, the technologies and standards supported by the platform allow it to be integrated within the enterprise environment.

Microsoft Dynamics CRM will assist an organisation to:

Achieve Reliable User Adoption
Microsoft Dynamics CRM 2011 provides users with  access to role-based information and customer management capabilities in the familiar applications, such as Outlook, that they use every day resulting in:
  • High user adoption through integration with familiar Microsoft Office productivity applications.
  • Improved user productivity by consolidating customer information into a single location with easy-to-use reporting, visualisation, and customer management capabilities.
  • Reduced training costs, enabling users to get started right away by providing CRM functionality integrated with Microsoft Office productivity tools they already use.
  • Enable users to work virtually anywhere with support for mobile users and offline access to CRM functionality and reporting from synchronised data.

Adapt Quickly to Business Changes
Organisations will be able to adapt quickly to changing markets with a CRM solution that is designed with the flexibility to grow and change rapidly. This includes being able to quickly deploy and customise the CRM application to fit developing needs with point-and-click customisation.
  • Change quickly using visual tools that allow business units to rapidly customise Microsoft Dynamics CRM 2011 at the business analyst level. Create and change entities, forms and workflows to keep pace with changing business needs.
  • Change on-premise deployments with standard .NET development tools and skill sets in IT to make upgradable customisations quickly and efficiently.
  • Change the organisation completely by using Microsoft Dynamics CRM 2011 as a platform for relationship management

Attain a 360-DegreeView of Customers
Organisations will be able to turn disparate data into actionable information by making it available to the people who need it most, the end-users. The organisation will be able to consolidate data stored throughout the enterprise, whether in line-of-business systems, custom applications, or on users’ desktops, and empower everyday CRM users with easy reporting and actionable analytics. This includes:
  • Putting business insight in the hands of users with wizard-based tools for reporting so they can gain timely access to information and insight without the assistance of IT.
  • Delivering actionable intelligence by combining predictive analytics with business automation so people have access to the information they need to help achieve a 360-degree view of the customer.
  • Minimising costs by taking advantage of powerful business intelligence technologies included in standard Microsoft products such as Microsoft SQL Server and Microsoft Excel.

Availability, Performance, Scalability
Microsoft Dynamics CRM provides a solution that will scale efficiently to meet an organisations needs. This will allow an organisation to:
  • Optimise performance with technologies that use established skills and standard optimisation techniques, including Microsoft SQL Server software, and Exchange Server.
  • Configure to meet bandwidth requirements with highly flexible options for delivering responsive performance over the local area network (LAN) or wide area network (WAN).
  • Scale up and out with load balancing, web farm clustering, exchange clustering, SQL Server mirroring to flexibly meet the needs of large or small enterprise deployments.
  • Deploy for scalability with on-demand, on-premise, and mixed


Implementation approaches
There are two approaches to the licensing and implementation of Microsoft Dynamics CRM 2011.

Onsite
Under this approach you purchase CRM 2011 licenses and implement the CRM solution “Onsite”. There are costs associated with the initial implementation including the purchase of licenses and potentially additional server infrastructure. There are also ongoing costs associated with operating and maintaining the server hardware and a requirement to purchase annual software maintenance for Dynamics CRM 2011.

Online / Cloud
Under this approach the implementation of Microsoft Dynamics 2011 CRM is based on an “Online” or Cloud approach with a monthly fee paid per user for access to CRM 2011 delivered by a hosted solution provider. This solution can be hosted either within a public cloud provided by Microsoft, or a private cloud solution hosted at a third party hosting company.
  
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