Microsoft Dynamics CRM

Microsoft Dynamics CRM is a Microsoft product from the CRM family. Cloud technologies have enabled us to offer you this world-class voice service as a service in COMING cloud. CRM serves quick and easy records and the use of all information related to sales, marketing and service. The solution is intuitive and web-oriented.

Customer Relationship Management

CRM is a customer relationship management system. It is designed to monitor all interactions with existing and potential customers, with the goal of increasing the productivity of sales, service and marketing business processes, as well as reducing logistics. It is characterized by advanced reporting tools and measurability of process results.

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About the solution

Dynamics CRM is the leader and one of the fastest growing solutions on the market. This solution enables you to automate and optimize sales and marketing processes. The solution allows you to stand out in the sea of ​​competition in the quality of service delivery through additional value for your users.

The tool helps accelerate the following business processes:

  • Sales – the solution is a great tool for managing sales processes from the creation of a lid (potential user) through tracking the ability to operate, sell, create orders to billing.
  • Marketing – as a basis for generating leads, using CRM tools it is possible to quickly register segments or groups of users according to business areas and to perform various marketing activities such as calls to conferences, sending notifications, congratulations, etc.
  • Service – recording incidents, user requests or complaints, tracking the status of the object from creation to resolution, creating and using a knowledge base.

For all of these areas there are powerful reporting tools that work through a web browser or are integrated with the office package. It is possible to set a plan or goals, monitor performance and various other analyzes.

Functionality

CRM is a tool to maximize automation and optimize sales, marketing, and service / service processes. It helps you find and record new opportunities for business growth, while other important features of this solution are intuitive, ease of use, use from any location and accessibility.

Important functionalities of the solutions in the areas of business are:

Sales – since the CRM tool is intuitive and easy to use, sellers who do not usually like to type a lot can easily record new leads or contacts or switch from an integrated mobile phone software to the same mobile phone or other device. CRM reminds them of the regular activities for the meeting, the obligations, and the reports are misplaced in the same place.

Marketing – simple selection quickly and easily creates marketing lists as the basis for various notices, trainings, even congratulations. Calling users to conferences increases the ability to generate leads, and through built-in survey tools it is possible to have a variety of segment information.

Service – allows you to collect and manage user requests in one place, whether it is about requests for the sale of items and services, to support software management, incidents eg. termination of work of the device or reclamations. Simply monitor the efficiency of your staff and their time for repairs and development.

 

Powerful CRM tools allow you to monitor the so-called. “Targeting” or goals and fulfilling them with graphic displays and drill down / up from all graphs.

Economics

Using Dynamics CRM solutions in COMING cloud brings you multiple savings in case you have a small number of solution users, and the savings are at least twice as high in case the solution uses a large number of your employees in relation to purchasing solutions for the premise installation.

 

If we compare the cost of using this solution on our own infrastructure and the costs of using COMING cloud services, we recognize that the service is always more economical.

In case of using your own infrastructure, you need to provide server and storage infrastructure. Minimum memory requirements are 14GB. In addition to this, server domains, other infrastructure, system setup engineers, and the purchase of SQL servers are required. On the other hand, using the service in COMING cloud, you have a regular, safe and reliable infrastructure. The cost of the service depends on the resources and the number of licenses in use that makes it predictable. There is no delay in work due to cancellation of equipment, as well as the need for the acquisition of infrastructure or taking care of purchasing licenses.

 

The total costs for a solution on their own infrastructure are never met with the costs of paying the service. Cloud has proven to be a more economical way of delivering. Our goal is to provide an optimum solution with a reasonable price for your business. If your solution is interested, we are ready to show you all the costs of implementing, maintaining and using the solution for your business.

Call center solution

The Microsoft Dynamics CRM call center solution is a solution to track all relevant contact information (email, call, etc.) through chronological impressions, to set up and track target at call center level and individual vendors, for team work in call center without overlapping of calls and interactions, for advanced reporting, automation of the process of providing customer support, for overall monitoring and support to the call center.

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About the solution

The solution is intended for companies whose business is crucial to inform users / customers that is characterized by information accuracy, speed of information, constant communication, need to preserve the history of communication, etc. The solution is support for the entire communication process with a large number of users / customers. The final form of the solution depends on your specific requirements.

Functionality

The solution contains a wide range of functionalities that connect sales, marketing and service provision, ie customer support in your business. By editing these processes, you get a complete impression of the interests and opinions of your target group, but also about the work of your call center.

The main advantages of this solution are:

Automation of communication with clients – the agent records each of its interactions with the client, whether it is a phone call or a service provided to the client. All relevant information in terms of interaction time, call description, call duration, and associated co-developers is recorded as an activity directly related to the subject of the client. Agents also have an updated mailing list that they use in their day-to-day work. There are, then, possibilities in mind:

using scenarios for common user issues;

the prioritization of incidents based on the degree of complexity as well as the escalation of the incident to the supervisor or expert in the area of ​​the requested problem;

automatic escalations based on system workflows that are activated when the agent is unable to answer or solve the problem;

an integrated knowledge base for common questions and centralized support.

Rounded internal communication – accomplished thanks to:

managing agent work in the form of optimizing the number of employees, as well as downloading (routing) the task and the “ticket”;

an integrated view of an agent in the form of an integrated chat, e-mail, and on-line meeting

The monitoring of call center operations by management is centralized and facilitated. Management can monitor the use of Call Center resources at any time, especially when it comes to:

Monitoring the average duration of the incident management, ie calls;

Analysis and percentage of successful resolution of an incident in one call;

Average duration of response;

Average cost per incident;

Track customer satisfaction based on automatically generated questionnaires.

All reports are available on three levels: at the management level, at the individual user level and at the level of the user group as a team.

Economics

The solution is delivered as a service in the COMING cloud environment. This means that you have avoided equipment and license costs because you pay for the service the corresponding monthly amount in proportion to the resources you actually used during the month. Additional savings are also achieved due to the speed of implementation and start of work in the new business solution.

Ticket system

In the COMING cloud, we developed a ticketing solution based on Microsoft Dynamics CRM. It is intended for companies that provide services with which they provide user support.

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About the solution

The solution serves to record and process any requests sent by the user, come via e-mail, phone call or in some other way. The process is fully automated and it is possible to adapt it to your business needs.

Functionality

The basic functionalities that can be automated and adapted to the needs of a particular organization are:

 

  • Recording Requests;
  • Creating an object;
  • Automatic notification of the Applicant;
  • Routing the object;
  • Reporting

 

An example of the basic setting of the Ticketing process:

 

  • The user sends the request by mail;
  • Mail arrives in a special order (QUEUE) in the form of an item available for work. (Each business unit has its own order related to mail);
  • CRM automatically informs the business unit (depending on which mail the request is sent) by the mail that the request for work has been received;
  • The agent takes over the available item (assigns it to itself), converts it to the object (instead of the account enters the contact, for e-mail communication);
  • CRM sends a message to the user that the task was taken (who took it, the number of ticket );
  • The agent solves the task, adds a task describing the basic information;
  • CRM informs the user that the task has been resolved (when the agent closes the item (resolve)).

Economics

The solution is delivered as a service in the COMING cloud environment. This means that you have avoided equipment and license costs because you pay for the service a corresponding monthly amount that is proportional to the resources you actually used during the month. Additional savings are also achieved due to the speed of implementation and start of work in the new business solution.

Hotel management

CRM solutions for hotel management have been developed to meet the specific requirements of sales and service provision in the hospitality industry. The final form of the solution depends on your requirements and business needs, and it is delivered as a service in COMING cloud.

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About the solution

The solution provides you with the ability to track information about business meetings, daily tasks and obligations, potential customers and markets, real time reporting and many other functionalities that integrate the process of selling and providing hotel services.

Functionality

First of all, the solution helps to monitor communication with its users by defining a potential user through the qualification of the same to the possibility of doing business, up to informing the users of new offers and promotions.

 

The functionality of the solution enables you to:

 

Structure the sales process in order to maximize the use of sales resources, improve sales through different categories, establish control over sales activities and create precise and accurate reports from the process.

Information about the habits, needs and wishes of service users. CRM can help you collect, process and use this information subtly but structurally to create your offer.

Centralize data. Through dashboards that are adapted to the needs of your employees, it is possible to get all the necessary information needed to work at one time.

Every CRM solution user is able to quickly and easily create reports and charts based on data input, which help in business and make important decisions … and others.

Some of the functionalities are the automation of assigning and tracking tasks by teams and employees, as well as the ability to measure, monitor and compare old ones with new sales activities. In addition, as an important goal, monitoring of sales and sales teams activities, as well as increase of their efficiency was emphasized. Through this solution, it is also possible to monitor the realization of goals, and the reporting takes place in real time.

Economics

The solution is delivered as a service in the COMING cloud environment. This means that you have avoided equipment and license costs because you pay for the service the corresponding monthly amount in proportion to the resources you actually used during the month. Additional savings are also achieved due to the speed of implementation and start of work in the new business solution.

Materials

Questions

Are the functionalities of the cloud solution the same as buying?

The functionalities of the solutions presented are the same as in the Premises (purchasing) variants.

Is the Implementation of the cloud solution more favorable than in the Premise variant?

Yes, implementation of the cloud solution is more favorable than in the Premise variants.

Is it possible to combine different types of licenses (Nav, CRM, Sharepoint …)?

It is possible to combine different types of licenses and all solutions.

What time can I buy new licenses?

It takes a few minutes to buy and use a new user license.

Since data is in the cloud, can I meet?

The data is encrypted and it is virtually impossible to intercept and read.

What happens to data in case I give up?

In the event of a cancellation of the service, you receive a copy of the data.

If I have the existing software, can I integrate it with cloud solutions?

You can integrate all of the solutions you’ve provided with your existing software.

In case we need specific applications on request, is it possible to get this?

We make applications at the request of users, in clouds and on premises.

Does your company offer just renting or can we buy licenses and infrastructure?

In addition to renting, there is also the possibility of purchasing licenses and infrastructure.

Does your company offer just renting or can we buy licenses and infrastructure?

The functionalities of the solutions presented are the same as in the Premise (purchase) variants.

Solutions

To start using business solutions in COMING cloud, you need access devices (any devices you use in business – desktop, laptops, tablets, mobile devices …) and internet connection.

In agreement with you, we define the functionality of the solutions you want to have at the start, the required number of users and the capacity of the infrastructure so that we can show you the amount of monthly fee you would pay for the service.

We need consultations with you to define the cost of implementing a solution for your needs. For the consultation, fill out the form on the right.

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