Crm Mash-up Catch-up

A mash-up, sounds yummy, with gravy. But for anyone out there who doesn't know what a mash-up is, or what it has to do with Customer Relationships, it is about technology, and it's great with or without the gravy! Mash-ups are basically web applications that combine content from multiple sources and serves it up as an integrated information piece. For instance, in servicing a customer, you can build a page that has the customer information (your old legacy database), past purchasing activities (your less old legacy database), the store locations (new POS) and details of purchases (inventory system), weather and news clips for their customer's area (weather network, google news), status of customer order (UPS), and payment history (SAP). What customer rep wouldn't want access to that screen. Mmmmm........

Mash-ups are going to change the way everybody does business. Mostly because mash-ups are changing the way people view and use information on the Internet, generally, right now. As a result, customer expectations will translate into very rich and specific service experiences. The push for a customized customer experience will translate into software expectations that can deliver a familiar processing environment that is in the ?comfort zone? and available where and when.
Mash ups are an exciting genre of interactive web applications that draw upon content retrieved from multiple external data sources to create entirely new and innovative services. Salesboom.com delivers on demand CRM software on a web platform utilizing mash-up capacity. This facilitates development of powerful and efficient use of information resources in the improvement of processes in the business line along with incredible improvements in data contextualization and sharing.

Salesboom incorporates standard tools such as AJAX, Javascript and XML and has separated application logic from presentation and reporting pieces to save processing resources and increase transaction times. This in turn allows Salesboom to deliver lightweight tools with rich features previously reserved for expensive, on-site applications.

The greatest benefit is that Salesboom.com can create highly customized tools, and because the technology behind the mash-up is flexible, if the business or a process changes, it is possible to change pieces of code without having to rewrite or acquire a whole new software. There are some steps though in preparing for good mash-up presentation, and it is important for any business considering CRM solutions to consider the following:


1.Salesboom uses AJAX and COMET as programming tools, a move that increases responsiveness and user interaction
2.Salesboom has a Professional Services Team that specializes in cleaning and preparing data for use in mash-ups.
3.Salesboom presents clean, intuitive interfaces in the form of Push Panels, that enable users to interact with the web mash up, be it company data, outside Internet sources, partner sites, etc.
4.Salesboom offers users tools that promote evolution of an informal corporate taxonomy enabling possibilities for organizations to use mash-ups in an incredibly profitable way.
5.The Salesboom platform guarantees access to mash-up functionality because it has adopted the Service Oriented Platform (SOP) and has a public Application Program Interface (API) as part of it's Operating System (OS) for easy incorporation of relevant information sources.
6.Salesboom promotes the formalization of the organizational workflow model.

"At Salesboom.com we offer a CRM solution, with integration options at every business line. This approach supports delivery of a highly customized customer service experience in the form of interactive mash ups. We believe that your customers are our customers ? once removed, and we take pride in delivering solid, flexible tools to you and yours?. Tom Stephano, Marketing Director, Salesboom.com

Robert Dimning is a programmer/analyst who tracks on-demand CRM Services like www.salesboom.com

4 Ways to Automate Tasks in Microsoft CRM Using Workflow

Are you sick of entering data into Microsoft CRM manually? How about dealing with inconsistent data that makes reporting difficult and time-consuming? Whether you are a business user or IT user, you are guaranteed to appreciate the power and flexibility of workflow within Microsoft Dynamics CRM 3.0. Here are four easy ways to use workflow to automate tasks that support sales and customer service. By the end of this article, you will be able to automate your processes using Microsoft CRM and workflow.

1. Assign New Leads to the Appropriate Person or Queue

If you have multiple sales people to whom are assigned leads meeting specific criteria, then this is a handy way to use workflow. For example, let's say that your territories are defined by state, and the Joe is the sales person for all of New York state. Upon the creation of a new lead with a state of New York, the lead can be automatically assigned to Joe so that it appears in his My Leads view. Then an e-mail can be sent, again automatically, to both Joe and his manager notifying them of the new lead.

Do you assign leads by some other criteria, such as industry (e.g., equipment manufacturing) or region (e.g., Northeast)? Not a problem. As long as the data identifying the lead as an equipment manufacturer or as located within the Northeast is entered in CRM, workflow events can be triggered using this data.

2. Assign New Cases to the Appropriate Person or Queue

If you have a customer service or support function, or even an internal support function (e.g., IT department), then workflow works beautifully with the service management functionality within Microsoft CRM. A common use is to assign a new case to a specific person or queue, depending on specific criteria. If the case type is IT, then it would go to the IT queue. If the case type is a Contract, then the case would be assigned to the sales person assigned to that customer.

Another criteria is priority. Most companies treat emergency requests differently than normal or low priority requests. Depending on the priority, different rules can be triggered. For example, an emergency request could be routed to the Emergency Response team. If they don't respond within five minutes, then a follow up task would be triggered to the VP of Customer Service.

3. Notify Customers on Status of Their Case

Not only can cases be assigned automatically, but customers could be kept informed about the status of their cases. Upon creation of a case, an e-mail would go to the customer who opened the case, giving them case number and who to call if they have questions. Once the case has been resolved, another e-mail could be sent to the customer informing them of the resolution and who to call if there are additional problems with the case. Constant customer contact is critical in service/support situations, and workflow can automate much of that contact.

4. Automate Creation of Procedural Tasks

Do you need to follow a procedure? Who doesn't? Let's say that upon creation of a new lead, the sales person is supposed to send a welcome letter introducing them to the lead. At the same time, the marketing department is supposed to mail a standard packet of information. Finally, five days after the packet of information has been sent, the sales person is to call the lead. How does everybody remember to do this stuff?

Workflow, of course.

Upon creation of the lead, a personalized e-mail based off of a specific template can be sent automatically to the lead.

A task would be created and assigned to the appropriate marketing queue, where a person assigned to monitor the queue handles it. Perhaps they even process the requests in bulk at the end of the day or the beginning of the next day. They may even use an external fulfillment center specifically for this purpose. Either way, the task is created automatically.

Finally, the phone call activity for the sales person is created with a due date of five days in the future, with the specific script included in the task. Now they have a reminder to call the lead and they know what they need to say.

Pretty cool, isn't it?

Conclusion

As you have seen, workflow in Microsoft CRM can help anybody using CRM, whether it is the sales manager, sales person, customer service manager, customer service rep, or anybody else. There are many other ways to automate tasks, including using more complicated logic.The only limitation is your imagination. With the ideas in this article and some creativity, you should be able to think of other ways to use workflow in Microsoft CRM for your business.

Michael Cross is a Microsoft Certified CRM Professional with Small Business Systems LLC. Visit http://www.bturnkey.com/crm.html to learn how Microsoft Dynamics CRM 3.0 enables your people to work the way they want to work, while providing you wih the data you need to increase the number of customers, provide the quality of service your customers expect, and increase your revenues.