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Customer relationship management can be a complex challenge for many businesses. As you evaluate the right customer relationship management (CRM) solution for your business, it’s important to evaluate the total solution — including the user experience, product functionality, support costs and to select a product that will grow with your business as it expands over time.

Those who say “A CRM is a CRM” haven’t done their homework.  Every business is different and it is essential that your CRM can be tailored to fit your particular needs.  These needs often extend beyond traditional CRM parameters and stretch into areas of automated data collection or business process workflows. 

Microsoft Certified partneropensky Data Systems, can provide businesses with Microsoft Dynamics CRM Platform.  We like to refer to it as Dynamics xRM to distinguish it from the others, x referring to areas traditionally outside of CRM. Microsoft Dynamics xRM platform can be hosted on premise or online. 

Competing products can certainly be configured to some extent, but there is a big difference between configuring and true customisation.  Projects that we have been involved in required 50 to 70% configuration and the remainder customisation, competing products were unable to go the extra distance.

 

About  Microsoft Dynamics™

Microsoft Dynamics is a flexible, powerful business solution for customer relationship management (CRM) and enterprise resource planning (ERP) that can make your people more productive and can grow with your business.

Microsoft Dynamics CRM

  • Productivity – CRM is seamlessly embedded into productivity tools, including Office 365 so that sales, service and marketing professionals can leverage familiar tools that they prefer to use. The CRM app for Outlook is enhanced, it harnesses the power of Office 365 Groups, delivers Excel templates on top of the immersive Excel already featured, surfaces trending documents from Delve, makes it easier to create personalized sales documents in word and makes it seamless to access contextual CRM documents across SharePoint, Office 365 Groups, OneDrive for Business.
  • Intelligence - CRM 2016 includes intelligent processes for sales, service and marketing with the power of the Cortana Analytics Suite and machine learning. Introducing capabilities like intelligent product suggestions (for up-sell / cross-sell) and recommended cases and knowledge to resolve customer service cases. Harnessing the power of Machine Learning for sentiment analysis in Microsoft Social Engagement and also baking intelligent and contextual guidance into CRM throughout the entire customer journey.
  • Mobility - In CRM 2016, there is continued  investment in mobile capabilities for tablets and phones with full offline mobile capabilities, the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune and next generation Cortana integration that surfaces CRM data to drive proactive interaction and voice-driven CRM.
  • Unified Service - With CRM 2016, there is a single, unified solution for Customer Service across self, assisted and field service. This began with the integration of Parature knowledge management and continues with a new role driven agent experience, a native Knowledge Management solution in CRM and surveys to capture voice of the customer. We’ve also added Field service capabilities with the acquisition of FieldOne.

See how Dynamics365 can benefit your government agency

Benefits

  • RoleTailored User Interface
  • Business Intelligence and Reporting
  • Built-in Industry Capabilities
  • Core ERP Suite Capabilities

 

      

Case Studies

In 2013, opensky delivered the “Project Evaluation Platform” (PEP) to Sustainable Energy Authority Ireland (SEAI) to enable them to manage all phases of grant applications and payments for a number of their Better Energy schemes.

As part of this project, opensky has developed a Business Intelligence/Data Analytics solution to sit alongside PEP. The solution is based on the Microsoft Business Intelligence stack, including SQL Server Analysis Services (SSAS), Integration Services (SSAS) and SharePoint. The solution extracts information from the Dynamics PEP solution on a scheduled basis and moves this to a customised datamart. The datamart is then used to feed a number of analytics cubes (based on SSAS).

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