| Introduction |  | |
RightNow CRM | | |
Microsoft CRM 3.0 | | |
Verdict |
Microsoft CRM 3.0
Microsoft's efforts got off to a rocky start with the first two releases of its CRM suite. From the beginning it was complicated to install and configure and was designed more as a contact manager, rather than a true CRM offering. With the release of Microsoft CRM 3.0, the tables have turned with Microsoft spending time and effort to make it easy to install, configure and use.
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| [Click to enlarge] You can easily view customer account details using the Outlook add-in for Microsoft CRM. |
There are two ways you can deploy Microsoft CRM -- through a browser-based application that requires no additional software to be installed or through an add-in to Microsoft Outlook. The Web version of Microsoft CRM looks more like a Windows application and looks like it was built from the lessons learnt from Microsoft's own Outlook Web Access application. It features the same clean, consistent interface across multiple areas and the standard task bar on the left-hand side.
Creating contacts and accounts within Microsoft CRM is quick and easy, and most users will be able to navigate around the application and perform basic functions without training. There is also a -Workplace" which consolidates all of the user's activities, quotes, calendar, and others into once place, making it easy to for new users to enter and manage customer information.
The sales features in Microsoft CRM provides the ability to track leads, opportunities, sales literature, orders, and invoices, as well as competitors and marketing lists. Most forms within the product include a toolbar with the option to print the information, export it to Excel or print a report related to the details.
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| [Click to enlarge] You can quickly create a new marketing campaign using a wizard-based approach. |
On the marketing side of things, Microsoft CRM comes up short compared with other products in the CRM mix. While the basic functionality of creating a campaign, assembling lists of contacts, options for campaign delivery (e-mail, phone, etc) is there, the functionality provided is not as sophisticated as the tools you would find in other CRM applications.
There are a number of wizards to help you get started with creating a campaign and tools to report on the outcomes, but the ability to perform detailed analysis on the campaign, including advanced costing and tracking of multiple responses, is missing.
In terms of service, Microsoft CRM's offering seems like an afterthought rather than a fully-fledged feature. You can use the service tools to create a case, add activities to be completed, and track the history of the case, but you don't see the level of sophistication or feature set you would find in other CRM or support applications.
So if you are considering replacing your existing help desk or customer support product with Microsoft CRM and have a complex support requirement, you may need to perform some customisation or augment the product with a third-party offering.
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| [Click to enlarge] Reporting for Microsoft CRM is provided through SQL Server Reporting Services. |
In addition to the Web interface for accessing Microsoft CRM, there is an add-in you can install for Microsoft Outlook and it is here that you will find CRM 3.0's biggest advantage over its competitors. The Outlook integration is tight and seamless -- for users who are already Outlook users, you can keep training down to the basic workflow of how to use the CRM system.
Reporting within Microsoft CRM 3.0 is provided through SQL Server Reporting Services, which provides a good platform for report development, including any custom reports you may consider essential to your deployment. The reports produced are easy to use and comprehend, and provide a number of export options should you require further analysis.
| Product | Microsoft CRM 3.0 |
|---|---|
| Price | Starts at around AU$700 per user, excluding other costs such as operating system, database server, etc. |
| Vendor | Microsoft |
| Contact | 13 20 58 |
| Web site | www.microsoft.com.au/crm |
| Interoperability |  |
|---|---|
| Integrates well with other Microsoft-based applications. | |
| Futureproofing |  |
| Non-Microsoft shops might have some issues. | |
| ROI | |
| Good deal for Microsoft users. | |
| Service |  |
| E-mail, Web and telephone. | |
| Rating | |
| Introduction | | |
RightNow CRM | | |
Microsoft CRM 3.0 | | |
Verdict |
3%
2%
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