Sales, Marketing, and Service Management

Identify and target your top customers to drive new sales opportunities. Use predictive analysis to identify sales opportunities with your best customers, and focus on your most profitable products by analyzing product information with Treemap analysis. Deliver superior customer service with effective service order management. You can quickly create service orders based on customer requests or after-sales issues, and then easily log orders for accurate records and profitability management.

• Manage customer and sales data

• Create marketing campaigns

• Organize service resources

• Forecast and track parts consumption

• Manage contracts and service agreements

• Manage customer calls and queries

• Track support tickets

• Allocate resources

• Create reports

• Carry out asset management


Sales, Marketing, and Service Management Functionalities

Sales & Marketing | Service | MS CRM Integration


S A L E S   A N D   M A R K E T I N G

  • Campaign Management - Organize campaigns based on segments of your contacts that you define. Define segments based on specific criteria, such as sales, contact profiles, and interactions, and reuse existing segments or segmentation criteria. Use the Merge feature in Word (or send other file formats) to communicate with the contacts in your segment. To send a document to people of different nationalities in their native language, use Campaign Management with Interaction/Document Management.
  • Contact Management - Maintain an overview of your contacts, and personalize your approach to them. Record your contact information for all business relationships. This granule is tightly integrated with the Sales and Receivables application area. You can also:
    • Specify the individual people related to each contact.
    • Get an automatic alert if you enter contact information that already exists with the duplicate check function.
    • Get a precise view of prospects and customers by categorizing your contacts based on profiling questions.
    • Issue quotes to prospects or create sales documents for specific contacts if you have Sales Order Management.
  • Contact Classification - Sort your contacts into categories, and automatically classify your customers based on criteria you specify. For example, you can see the program group contacts in terms of revenue. Use this information to target contacts for your campaigns. Divide your customers into ABC segments and even use this granule for rating (assign the weights of two questions to identify the value of a third question).
  • Contact Search - Search for all information related to a specific contact—for example, an opportunity, an address, or comments about this contact. Find information even when you don’t know the correct spelling of a contact’s name.
  • Opportunity Management - Keep track of sales opportunities. Section your sales processes into different stages, and use this information to get an overview of and manage your sales opportunities.
  • Tas k Management - Organize the tasks related to your sales and marketing activities. Create to-do lists for yourself and assign tasks to other users or teams of users. Automatically create recurring to-do items and activities consisting of several to-do items.
  • Interaction /Document Management - Record all the interactions that you have with your contacts—for example, telephone calls, meetings, or letters. Attach documents to interactions (Word, Excel, or .txt files). You can also automatically record other interactions—for example, all Microsoft Dynamics NAV documents that you send to your contacts, like sales orders or quotes, can be logged and retrieved at a later time. By using TAPI (Telephony Application Programming Interface) compliant telecom devices, you can call a contact by clicking a button on the electronic contact card.
  • Mail Logging for Microsoft Exchange Server - Log all email correspondence. Log inbound and outbound email sent through Microsoft Dynamics NAV or Microsoft Outlook®, and set up the program to log automatically or manually in Microsoft Dynamics NAV. The solution is server-based and requires Microsoft Exchange Server (version 5.5, SP 4 or later) in order for you to keep email messages in their natural environment to ease administration.
  • Outlook Client Integration - Synchronize your to-do items and your contacts in Microsoft Dynamics NAV with meetings, tasks, and contacts in Outlook. Create, update, cancel, and delete in one program and, at a specific time, synchronize from within Outlook. You can also customize synchronization by adding fields or adding new entities to be synchronized.

S E R V I C E    M A N A G E M E N T

  • Planning and Dispatching - Assign personnel to work orders. Log details such as work order handling and work order status. For dispatching, manage service personnel and field technician information and filter according to availability, skills, and stock items. Gain an overview of service task prioritization, service loads, and task escalations.
  • Service Contract Management - Set up an agreement with the customer concerning the service level to be delivered. With this granule, you can:
    • Maintain information on contract history, contract renewal, and contract templates.
    • Manage warranty details on service items and spare parts.
    • Record details on service levels, response times, and discount levels, as well as on the service history of each contract, including used service items and parts and labor hours.
    • Measure contract profitability.
    • Generate contract quotes.
  • Service Item Management - Record and keep track of all your service items, including contract information, component management, and BOM reference and warranty information. Use the Trendscape Analysis feature to view key performance indicators on the service item in a given time frame.
  • Service Order Management - Register your after-sales issues including service requests, services due, service orders, and repair requests. Service requests can be initiated by the customer or created automatically according to the terms in your service agreement. Data can be entered in the service orders by a call center employee or by your repair shop. You can also use this granule to register impromptu or one-off service orders. Register and manage equipment loaned to customers. Get a complete history of your service orders and service order quotes through the Service Order Log.
  • Service Price Management - Set up, maintain, and monitor your service prices. Set up price groups based on different criteria—such as the service item (or several item groups), the service task involved, or the type of fault—for a limited period of time, or for a specific customer or currency. Define price calculation structures that include all parameters involved in providing service—for example, the parts used, the different work types, and the service charges. The system automatically assigns the correct price structure to the service orders that match the service price group criteria. You can also assign fixed prices, minimum prices, or maximum prices to service price groups and view statistics about the profitability of each service price group.

MI C R O S O F T    D Y N A M I C S    C R M    I N T E G R A T I O N

  • Microsoft Dynamics CRM Professional Server - Create and easily maintain a clear picture of customers—including complex supply chain relationships with partners and suppliers—from first contact through purchase and post sales, by using a comprehensive customer relationship management solution that’s easy to learn and use.