2. Wie is iRelate?
Certified MS CRM partner uit Zaltbommel
Dochteronderneming van Cronos
Onderdeel van het CRM Competence Center van
Cronos
Technisch-, functioneel- & business consultants,
project managers
Advies en implementatie voor MKB (+)
Gespecialiseerd in analyse, ontwerp en
implementatie
Focus op Microsoft Dynamics CRM
iRelate Nederland 08-02-2010 2
3. Wie is Cronos?
100% onafhankelijk (financieel en operationeel)
stabiele Belgische IT leverancier met meer dan 1800
werknemers, gericht op het leveren van solide en
flexibele end-to-end oplossingen gebaseerd op state
of the art technologiën
Historische gezien een groei van +30% gemiddeld
per jaar (groei van +25% in 2008)
Partnerships: Microsoft Gold Partner, Oracle
Certified Advantage Partner, IBM Advanced Business
Partner, SAP Service Partner, Sun Microsystems
Partner, Cisco, Business Objects, Cognos, Citrix,...
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4. Visie, missie & strategie iRelate Nederland
Visie
Productbeleving en klantbediening worden steeds belangrijker als onderscheidend
vermogen
Kwaliteit en service steeds belangrijker
Een bedrijf zal alleen overleven als zij klantgericht te werk gaat
Missie
Samen met de klant realiseren we praktische CRM oplossingen
Wij vinden het vakgebied interessant
We willen een actieve speler zijn in dit vakgebied
Wij willen de beste zijn op dit vakgebied
‘Personal drive’: de klant bedienen zoals je zelf als klant bediend wilt worden
Strategie
Door middel van een praktische aanpak tot snelle resultaten komen
Met een professioneel en ervaren team (pro-)actief werken
Klantkennis vergoten, zodat we ‘n betere dienstverlening op maat kunnen bieden
Customer intimacy
iRelate Nederland 08-02-2010 4
5. Waarom CRM?
Een goed geïmplementeerde CRM strategie zorgt
voor:
Een optimale klant relatie
Toename van de klant waarde
Een optimaal en uniek klant beeld
Centrale vastlegging van klant interactie
Inzichtelijke opbouw van uw klant bestand
klant behoud (retentie)
Ondersteuning en optimalisatie van
bedrijfsprocessen
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6. Waar?
De CRM consultants van iRelate hebben onder andere ervaring opgedaan bij:
DSM VDAB (België)
Philips Fortis Bank (België)
Fortis Verzekeringen Janssen Cilag
Mercedes Benz P-Direkt
Vakbond De Unie (leden) ProRail
De La Mar theater Kamer van Koophandel
Binck Bank (leden)
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7. CRM ervaring in de groep
Als één van de eerst Belgische partners die ervaring heeft
opgedaan met Microsoft CRM (sinds2003), is Infront ver
voor op het gebied van kennis en ervaring met deze
krachtige CRM applicatie
Meer dan 140 referentie klanten
Microsoft Dynamics CRM Pre-launch Partner
Officiele Microsoft CRM Certified System Advisor
Enige Belgische trainer voor Microsoft Dynamics “Sure
Step” Methodologie
Partnership met C360, Addemar, Brimstone, CWR Mobility,
Smart@xs, i-Commotion, SalesCentric,... voor ISV Add-ons
Microsoft CRM Certified CTEC Training Center
Prince 2 gecertificeerde project managers
Partner Linkpoint360 : Notes & GroupWise integration
Scribe Elite Partner EAI (data migratie & integratie)
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8. CRM ervaring in de groep
de waardering van Microsoft:
Microsoft Gold Certified Partner
Microsoft Dynamics CRM Pre-launch Partner
Participant in the CTP Program of Microsoft
Corporation for Microsoft CRM 4.0 (Titan)
Member of Microsoft’s President Club
2007 & 2008 & 2009
Selected by Microsoft Corporation as the only
EMEA partner to join the WPC’s CRM panel
Only Belgian trainer for Microsoft Dynamics “Sure
Step” Methodology
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13. Werkwijze iRelate
CRM Vision
Client Model
Phase X
Processes
Phase ...
IT Systems
Phase 2
AS-IS
Phase 1
Schaalbaar; kleine stappen, groots resultaat
Inventarisatie van de eisen en wensen business
Inventarisatie van het technisch platform & infrastructuur
Iteratieve sessies met eindgebruikers; what you see is what you get
Uitrol onder kleine groep key-users
Opschalen na bewezen waarde, toevoegen functionaliteiten
Training, CRM-game & documentatie
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15. Microsoft Dynamics CRM Suite
Full CRM suite
capabilities and
application flexibility
-Interactions
-Marketing
-Sales
-Service
-xRM
-Business Process
-SOA
-Flexible Deployment
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16. Now You Can Get CRM That…
Fits Your People
The right user experience for every user role
Fits Your Business
Configures quickly to meet your specific needs
Fits Your Environment
Deploys quickly and integrates existing assets
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17. Microsoft Dynamics CRM
Usability Flexibility Manageability
“We need a solution that helps make “We need a solution that adapts to “We need a solution that is easily
our jobs easier – not harder.” fit our unique business needs.” managed by our already constrained
IT resources.”
Actionable Analytics
Performance and Scalability
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18. Everyday Usability
Everyday Usability Components
Provide users with relevant role-based • Native Microsoft Office interface
information through contextual visibility into the • Connected and disconnected clients
• Web and mobile access
applications that they use daily. • Composite applications
Microsoft Advantage
• Achieve high user adoption by
making CRM a natural extension
of user habits
• Improve productivity by
consolidating customer
information to a single location
• Reduce training and transition
costs with easy-to-learn
applications
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19. Enterprise Flexibility
Enterprise Flexibility Components
• Quick point and click • Relationship management
Enable business units to adapt quickly to customization platform
• Visual workflow • Deployment choice
the changing business environment • Powerful programm- • Enterprise multitenant CRM
ability and extensibility
Microsoft Advantage
• Change quickly with visual
customization at business
analyst level
• Change deeply with powerful
customizability in standard tools
• Change completely to accelerate
custom development projects
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20. Efficient Manageability
Efficient Manageability Components
Deliver quick return on investment and low • Native services oriented • Office client diagnostics
architecture • Monitoring and diagnostic
total cost of ownership with deployment • Deployment choice tools
choice, streamlined installation and • Portable application model • Automated deployment tools
• Systems Center Essentials • Enterprise Multitenant CRM
simplified administration
Microsoft Advantage
• Integrates tightly with other
Microsoft tools and technologies
• Fits heterogeneous environments
with standard interoperability
• Common codebase and data model
across deployment methods
• Delivers fast on-demand deployments
with full data and security control
• Mix and change deployment models
at any time
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21. Actionable Analytics
Actionable Analytics Components
Empower everyday CRM users • Microsoft Excel integration • Microsoft Office
• Report Wizard
with easy reporting and • Windows Workflow
Performance Point
• SQL Server Analysis Services
actionable analytics Foundation • SQL Server Reporting
• Predictive analytics Services
Microsoft Advantage
• Combine analytics with workflow
for actionable intelligence
• Minimize costs by leveraging
existing Microsoft technology
investments
• Deliver business insight through
familiar productivity tools
• Bring analytics to the masses
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23. Performance and Scalability
Performance and Scalability Components
Scale flexibly and efficiently across • Service grid architecture • Web farm clustering
• Deployment choice • Exchange clustering
local or global enterprise deployments • WAN performance optimization • SQL Server clustering
• Load balance clustering • SQL mirroring
Microsoft Advantage
• Leverage optimization throughout the
.NET, Windows, SQL and Exchange
platform
• Configure to meet user experience,
bandwidth and hardware requirements
across wide area networks
• Scale flexibly up and out across
application and data tiers
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24. Microsoft Dynamics CRM at a Glance
• Over 25,000 customers • Full CRM suite of marketing,
from small to enterprise sales, and service
• Over 1,000,000 users in • Native Office experience for
more than 80 countries rapid adoption
• Global network of software • Multi-language with more
and services partners than 40 languages
• Fast, flexible, and • Advanced SOA / Web
affordable services architecture
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25. Momentum with Analysts: Gartner
Microsoft Dynamics CRM
has emerged as a leader
in the CRM and contact
center space, driven by its
ease of use for personnel
and by the flexibility of the
underlying SOA platform.
Source: Gartner Magic Quadrant for CRM
08-02-2010
26. Power of Choice
On
Premise Choose how you use it
Outlook, browser, mobile
Choose how you get it
Software and/or service
On
Choose how you buy it
Demand Own it or rent it
Change your mind any time 08-02-2010
27. Your Choice of User Experience
Outlook (online and offline) Web
Mobile Portal/Custo
m
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28. Why Choose Microsoft Dynamics CRM?
“If you know how to use any of Microsoft’s desktop
tools, you know how to use Microsoft’s [Dynamics]
CRM product.”
- AMR Research, November 2007
““Buyers also like Microsoft Dynamics CRM’s
usability and its quick time-to-value
compared with traditional CRM applications.”
- Forrester Research, February 2007
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