Microsoft Dynamics CRM 2013 - Part 4

11.10.2013

Since the release of Dynamics CRM 2011, Microsoft has continued to grow the product with a number of updates to allow for greater client and team interaction possibilities. With Microsoft Dynamics CRM 2013 now available we explore this new release.

Skype Integration:

We keep in contact with our customers and potential customers in a number of different ways, there are a number of elements which define which is the most effective. As a customer of a number of different organisations I am always keen to explore how they communicate with me and their methods. A phone call to me from a new organisation normally becomes a question and answer session with me enquiring which CRM they use and how they use it, they never seem to call back for some reason.

If you are to follow to the script of CRM best practice you will make a note of any communication you have had with someone on your database for any of your colleagues to see. I don’t think there is anything more annoying for a professional to make a call to a client and hear the words “someone from your organisation has just rung me about that”. The perception from the client is that the wheel is not as oiled as well as it could be.

Microsoft purchased Skype to allow for integration to its systems and the integration with Microsoft Dynamics CRM 2013 is brilliant. Open up a contact record and click on their phone number will instigate Skype to open and dial the number. Moreover it automatically opens a dialogue box in the activities which allows you to type notes of the call. This record is then saved as an activity against the contact/organisation and can be viewed in your “what’s new” area of your dashboard. The new activity symbols in the activity’s area clearly give the call details, who made it and when.

If you want to see more of what Microsoft Dynamics CRM 2013 can offer, we are running a discovery session. This is aimed at either organisations who have Dynamics CRM 2011 and want to see what’s new or for those wanting to take the first steps into Dynamics CRM. The session will be held in Sheffield, South Yorkshire. You can book onto the session by clicking here.