A report entitled, “The Total Economic Impact of Microsoft Dynamics CRM 2011”, from Forrester Research revealed how Microsoft Dynamics CRM impacted sales and customer service productivity for users (productivity gains and ROI of 243 percent).
In January 2011, Microsoft reached out to Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying Microsoft Dynamics CRM 2011.
Forrester conducted in-depth interviews with executives from nine Microsoft Dynamics CRM 2011 customers who were in the early phases of implementing the solution.
Forrester then compiled the interview results, including forward-looking expectations, into a composite case study of a 2,000-employee organization with an initial deployment of 50 users. The purpose of the study is to provide readers with a framework to evaluate the potential financial impact of deploying Microsoft Dynamics CRM 2011 within their organizations.
Below we will share key benefits of deploying Microsoft Dynamics CRM 2011 discovered from the study.
Benefits of Microsoft Dynamics CRM
– Increased sales productivity of 5 percent with the ease of use of Microsoft Dynamics CRM software and integration with Outlook leading to higher adoption, improved opportunity and lead tracking and routing, and a more accurate picture of its sales pipeline. The interviewed companies improved their sales reporting and better managed their customer database and achieved faster and more efficient processes for sales forecasting.
– Customer service productivity savings from a better UI and documented processes. The composite organization avoided hiring 1.5 full time equivalents (FTE) for its 10-person customer service team even as its division grew. Customer service agents improved issue resolution as new processes were implemented, and agents had access to all the customer information they needed to resolve cases quickly and with precision.
– Streamlined processes and operations leading to lower cost of sales as Microsoft Dynamics CRM enabled the composite organization’s technical consultants to shorten time spent on the proposal process by 10 percent. The interviewed organizations saw process improvements for their account management, engineering, order taking, and project delivery teams, which led to lower operational costs and improved customer responsiveness.
– Acceleration of sales conversion cycle by 50 percent and corresponding revenue gain as teams worked better together across different business systems, processes, and geographies.
– Marketing cost savings of more than $200,000 (risk-adjusted over three years) due to more real-time insights and improved campaign management from better analytics.
– Productivity savings of 16 man-hours per month due to the better reporting tools in Microsoft Dynamics CRM with data consolidation, reporting automation, and richer dashboard capabilities.
– Improved customer service delivery with quicker response times, dialog boxes, and segmented levels of customer service through insights from Microsoft Dynamics CRM.
– Improved cross-sell collaboration within sales and customer service teams by providing access to reporting tools and other collaboration software such as Microsoft SharePoint® Server 2010.
– Lower costs and effort to customize the solution to unique requirements, including extended CRM scenarios.
– Ease of integration with other business technology systems, improving process efficiencies.
For more details, download the entire study: “The Total Economic Impact Of Microsoft Dynamics CRM 2011”. And please share this post using the social bookmarking tools below!