Microsoft Dynamics CRM 2011

Microsoft Dynamics CRM 2011 is the tool for customer relationship management which allows:

• reduce the cost of involvement of new clients, increase quality of marketing data and analyze return from marketing investments;
• reduce a cycle and cost of sale, to manage "funnel" of sales, to increase the number of the closed transactions;
• increase sales to the existing clients, reduce customer service cost, increase their satisfaction and loyalty.

Microsoft Dynamics CRM 2011 provides productivity of personnel, offering well familiar tools for the business analysis and joint work which include:

• Intuitive and usual interface. Specialists of sales departments, marketing and customer service can work in well familiar Microsoft Outlook interface, via the Internet browser or the mobile device. In Microsoft Dynamics CRM 2011 role approach to the interface and flexible personalisation is implemented that accelerates work with a system and provides fast receiving necessary customer information.
• "Reasonable" technologies and business analysis. Technologies of the managed user scenarios, the built-in analytical information representation, means for management of the purposes of employees and a panel of key indicators of activity allow to obtain in real time the most up-to-date information for effective work of staff of departments of attraction, sales and customer service.
• Joint work. Flexible integration into Windows Azure, contextual opportunities of Microsoft SharePoint and new Microsoft Dynamics Marketplace do a configuration and the Microsoft Dynamics CRM setup simpler and easy.

The growing competition and aspiration to formation of loyalty at clients force more attention to pay the Russian companies to the software products allowing to accumulate all information on real and potential clients including automation of the related business processes and providing tools for the analysis of client data: marketing activity, sales, service. Microsoft CRM is the product in the market of use of customer-oriented strategy and technologies in business which positively proved among the companies which are in a complex implementing at themselves customer-oriented strategy. Use of Microsoft CRM allows the companies to integrate activity of all divisions participating in sales process and rendering services in unified information environment, to increase service quality of customers and efficiency of internal business processes, to reduce operating costs of the company. The purposes of creation of customer-oriented strategy and implementation of the CRM system often are gaining the market, increase in profitability, reduction of cost of attraction and customer retention, reduction of cost of sale (cost of sale) and service (cost of service), decrease in outflow of clients, increase in efficiency of personnel, reduction of operating expenses and others.

Features of Dynamics CRM 2011 are the processed mechanism of management of powers of users on the basis of roles, the accessibility to a system through the Microsoft Outlook e-mail client or the web interface started on the mobile device. For providing to users online access to important information meter panels (dashboards) updated in real time are used. Besides, directly from the interface of the CRM system the staff of the organization will be able to get access to the Dynamics Marketplace resource where it is possible to find information on the specialized solutions proposed by partner community Microsoft (which part nearly one and a half hundred organizations are). And the Microsoft Platform Ready for CRM portal simplifying information exchange about own solutions is offered to attention of partners.

Use of opportunities of Microsoft CRM Dynamics 2011 in the real estate industry

Thanks to improvement of an economic situation at the end of last year in the real estate market positive trends which continue to become stronger today began to appear. Growth of construction activity which is expressed in resumption of work on the majority of platforms and to increase in speed of construction is noted. In spite of the fact that growth rates of the prices remain low, both on primary, and on secondary the markets, the solvency of real buyers of the real estate leaves much to be desired. Fight for clients amplifies, and such market participants as builders, realtors and real estate agencies pay the increasing attention to modern technologies which are specially developed for use in competitive environment. Refer to such technologies the CRM system (Customer Relationship Management is customer relationship management), which provide to the company tools for work within customer-oriented strategy.

On the example of Microsoft CRM Dynamics it is possible to define how the CRM system allows to solve problems, relevant for the real estate industry, thanks to the following advantages:

• the unified information environment for all employees excluding losses of information in interaction of both divisions, and individual employees;
• full-fledged work not only with existing, but also potential clients (suppliers, buyers, investors) with tracking of interactions with them during a full stroke of sale: from the first address before post-sale maintenance;
• maintaining the multilevel directory of a real estate with the content of characteristics on which it is possible to perform convenient and fast selection of options for clients according to their requirements and wishes;
• possibility of tracking of the statuses of sale of a real estate and, as a result, exception of cases of double armoring / reservation of the same object, control of observance of their terms;
• interchangeability of realtors, sales managers in case of a holiday, the sick-list or dismissal of one of employees when preserving customer information and control over transactions;
• management of marketing efforts and assessment of profitability of their carrying out that allows to make a choice for benefit of the most effective campaigns;
• ample opportunities of the business analysis of organization activity and its employees in combination with ease of use of instruments of creation of the analytical reporting by ordinary users without involvement of the technical specialist.

Business analysis

Any employee from the head to the specialist can begin the working day with viewing panels of monitoring (dashboards) which in real time reflect key indicators in a type, convenient for perception (graphic or tabular) and save up to 100% of time for information search in the current situation.

Standard panels of monitoring are included in delivery of Microsoft Dynamics CRM 2011, if necessary it is possible to configure individual panels in compliance with needs of users. For heads the general indicators on the organizations, activity for divisions, for non-management employees (realtors, account managers) – such performance measures as the number of the attracted clients on the statuses of work with them, a real estate on the statuses of sale, transactions at different stages, dynamics of accomplishment of the plan and the list of the current tasks of clients will be relevant. 

Management of the purposes

In Microsoft Dynamics CRM 2011 any divisions of the company and/or employees can set the purposes (for example, the planned income and the number of the concluded bargains) which can be different types: quantitative, monetary, mixed, etc. Afterwards extent of achievement of goals (accomplishment percent) can be traced in real time. The head of department can quickly and easily set the purposes on a certain financial period for each of the employees, and then integrate them in common goals for all division.

Document management

Work with documents are an integral part of work of any organization of this industry as any real estate transaction, as a rule, is followed by the large volume of documents (the purchase and sale agreement, the act of measurement of BTI, the certificate on the property right, etc.) which need to be managed effectively.

If the company for work with documents uses or is going to use Microsoft SharePoint 2010, then the built-in integration of Microsoft Dynamics CRM 2011 into Microsoft SharePoint 2010 will allow to browse from the section Documents its library of documents where it is possible to make approval processes, to pass to version control, etc. When using the present possibility end users can manage from a single window of the CRM system document flow (includes differentiation of access rights) that allows the organizations using Microsoft Dynamics CRM to save up to 60% of time for preparation of document packages for execution of the transaction.

Advanced interface

Usual and the intuitive interface allows to reduce training costs of personnel and to accelerate accomplishment of routine transactions. The web system interface has an appearance of Microsoft Outlook of 2010 with the new tape providing usual navigation aids. The contents of the film change depending on the selected section in the same way as in Microsoft Office 2010.

The efficiency of work with data is reached thanks to a set of functions to which it is possible to refer convenient filtering and sorting in lists of records of the CRM system. It is possible to make filtering as in Microsoft Excel (filters are in column headings) and also to sort data at once by two columns (for example, apartments can be sorted at the same time and by the house address, and on the status of sale having just clicked on headings with the withheld Shift key). Similar functions allow to obtain as fast as possible information without use of additional tools.

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