CRM Overview

1. Marketing

What is Marketing Automation?

Marketing automation refers to software platforms and technologies designed for marketing departments and organizations to more effectively market on multiple channels online (such as email, social media and websites.) and automate repetitive tasks.

2. Sales

What is Sales Force Automation?

Customer Relationship Management (CRM) for sales empowers your sales force to manage and share sales intelligence across devices, channels, locations, departments, and time, for higher productivity, more targeted sales, and faster closing rates.

3. Customer Care

What is Customer Care?

Customer Relationship Management (CRM) for service goes beyond merely resolving customer complaints to empowering your service representatives to impress and please your customers.

4. Social Customer Relationship Management (CRM)

What is Social CRM?

Social Customer Relationship Management (CRM) uses tools to monitor, analyze, and report on the public sentiment revealed by mentions of your organization’s brand or product in social media networks and in online communities.

Customer Relationship Management (CRM)

“Right Place, Right Time, Right Prospect”

Microsoft Dynamics CRM is our Customer Relationship Management (CRM) business solution that drives sales productivity and marketing effectiveness through social insights, business intelligence, and campaign management in the cloud, on-premises, or with a hybrid combination.

CRM can help reduce costs and increase profitability by organizing and automating business processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields. CRM solutions can deliver ROI through marketing automation, customer service, and sales force automation.

We also offer mobile CRM apps and platforms that enable you to manage your customer relationships on your mobile devices, along with tools that integrate data and reporting from social media directly into your CRM application.

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Marketing Automation

Today’s marketers need the ability to plan, execute, and measure campaigns easily, from start to finish. Microsoft Dynamics Marketing helps you engage your customers as you bring your marketing vision to life. With our marketing capabilities, you can:

» Help reduce your time to market and improve brand consistency and message. Deep customer insights help you plan effectively and execute flawlessly.

» Reduce the complexity of your campaigns, so you can focus on delivering amazing customer experiences at scale.

» Understand how your customers are engaged, with behavioural data and advanced lead scoring, so you can drive sales impact by delivering highly qualified leads straight to your CRM.

» Work better together across your team and with agencies on brand, content, and events to stay aligned and agile.

» Track your share of voice across the social web (such as Twitter, Facebook, and YouTube). Monitor your global sentiment and brand presence, and gain visibility on strategic initiatives on social media.

» Deliver data-driven insights, and prove real Return on Marketing Investment (ROMI). Use advanced business intelligence (BI) tools (like heat maps and trends) to guide future investments and to transform marketing from a cost centre to a growth centre.

Sales Automation

Your customers know more than ever before. Buying decisions are often made before you can even engage. Sales must adapt to the new customer journey. Sales teams need tools that are familiar, intuitive, and easy to adopt to help them be more effective.

How Will GSR Take My Business to the Next Level?

GSR's CRM software streamlines and automates your business processes, providing deep analysis and insight into important sales and client data, ensuring greater client satisfaction.

Sell effectively

Your customers know more than ever before. Buying decisions are often made before you can even engage. Sales must adapt to the new customer journey.

Sales teams need tools that are familiar, intuitive, and easy to adopt, to help them be more effective.

Meet your customers anywhere, on any device

Sellers are always on the go. The new mobile experience allows you to see everything you need, no matter where you are.

Build your network, and deepen relationships with social

Give your sales team unprecedented social data for lead generation and relationship management. Make every customer conversation more relevant, valuable, and productive.

Sell as a team to deliver results

Enable your sales teams to work together effectively across teams, geographies, and work groups

Get real-time insights

Gain instant visibility into your pipeline from anywhere, on any device. Easily set up sales territories, teams, and price lists

Customer Care

Your customers are everywhere and, to serve them effectively, that’s where you need to be, too. Provide responsive, relevant, effective service—anywhere, any time, on any device. Inspire loyalty, empower agents, and drive service resolution. With our service capabilities, you can:

» Engage customers via their channel of choice across web, social, chat, and mobile, with full multichannel service capabilities.

» Give your employees a single, unified tool to deliver fast, amazing customer service with the Unified Service Desk.

» Help reduce service response times, improve case resolution, and increase customer self-service with a powerful Knowledge Base.

» Manage and exceed customer entitlements and service level agreements (SLAs). Enable dynamic routing and queuing to help ensure you hit your service targets.

» Empower your teams to move quickly to meet today’s customer expectations. The combined power of Yammer and Microsoft Dynamics can increase transparency and agility.

Social CRM

Social insight can inform great customer experiences, ensuring that messages resonate while highlighting trends that impact your brand. Serve your social customer in a better way. Listen to customer conversations over Social media and engage with them without leaving your CRM account.

Social listening:

Microsoft Social Engagement helps you harness the power of the social web by analyzing what people are saying on social media and in the news. We support 19 languages and cover a broad range of sources—Twitter, Facebook, videos, blogs, and news syndication. Spot trends and receive alerts about how people are feeling about your products or brand so that you can shape your messaging and sales conversations more effectively. You can even identify your key influencers.

Social analytics:

The robust social analytics of Microsoft Social Engagement give you more insightful and interactive analytics with richer data to gain a true understanding of your business on topics that matter most. Our visual filter allows you segment your data by source, sentiment, location, or author. Our unique sentiment monitoring combines natural language processing and machine learning techniques to evaluate keywords in posts to determine whether they are positive, negative, or neutral.

Social engagement:

Empower teams across sales, marketing, and service to collaborate with customisable streams from a combination of sources. Build deeper relationships with customers by empowering them to engage with social communities on Facebook and Twitter.

CRM Solution Portfolio

  • XRM
    • Dealer/ Partner portals
    • Travel & Expense Management
    • Pricing Engine
  • Service & Case Management
  • Secondary Sales Management
  • CCA / Unified Service Desk
  • Warranty Management
  • Use of custom dialogs at call centers for non-English languages

CRM Services

  • Migration from other CRM Platforms
  • Upgrades to latest version of MS CRM
  • Installation & Configuration
  • Business Process Management
  • Social CRM integration
  • Collaboration with LYNC
  • Integration with Microsoft SharePoint
  • Integration with ERP (SAP, AX/NAV, Oracle)
  • Silverlight extensions
  • Reports and Business Intelligence
  • Automated and Manual testing
  • Performance optimization and tuning
  • User Training
  • Maintenance & Support

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