Donor Management with Microsoft Dynamics CRM

Agenda

BKDT Introduction

Overview of Microsoft Dynamics CRM 2011

Product Demonstration

Final Thoughts

Question & Answer

Introduction - BKD Technologies

Division of BKD, LLP

National recognized – Presidents Club and Inner Circle Partner (Top Award)

Microsoft Gold Certified with 40 professionals available and over 200 Dynamics GP and CRM clients

Provide accounting software (Dynamics GP & AX), customer relationship management software (Dynamics CRM)

INTRODUCING –MICROSOFT DYNAMICS CRM 2011

Donors Drive Organization Success

Effectively managing the constituent relationship is critical to every organization’s sustainability and growth.

Fits Your PeopleThe right user experience for every user role

Now You Can Get CRM That…

Fits Your OrganizationConfigures quickly to meet your specific needs

Fits Your EnvironmentDeploys quickly and integrates existing assets

Microsoft’s Vision for CRM

Works the way your organization does Helps deliver highly configurable workflow and

analytics

Works the way technology shouldHelps deliver a flexible platform that simplifies integration

Works the way you do Helps deliver an easier and more natural user experience

• Over 11,000 customersfrom small to enterprise

• Over 500,000 users in more than 80 countries

• Global network of software and services partners

• Fast, flexible and affordable

• Full CRM suite of marketing, sales and service

• Native Office experience for rapid adoption

• Multi-language with more than 25 languages

• Advanced SOA / Web services architecture

Microsoft Dynamics CRM at a Glance

Mid-size CompaniesSmall Businesses Large Enterprises

Microsoft Dynamics CRM: Global Customer Base

Driving Global Customer Success

Nortel relies on the enterprise scalability and performance ofMicrosoft Dynamics CRM for a global deployment of 3,000+ users.

ING configured Microsoft Dynamics CRM to deliver a moreproductive global system for purchasing and vendor management.

MCF deployed Microsoft Dynamics CRM to reduce servicecall times by 80% per call and order entry time by 90%.

Equinox uses Microsoft Dynamics CRM to drive its sales processes,with staff productivity up 8% and manager productivity up 5%.

Cold Stone Creamery runs their membership club on MicrosoftDynamics CRM, saving millions of dollars over three years.

Mitsubishi Caterpillar

Not-for-Profits Customer Success

Lifeworks is a growing charity used Dynamics CRM to help expand services, reduce costs with an integrated CRM and ERP solution.

The National Middle School Association used Dynamics CRM to Help empower team members and markets more effectively.

Unicef chose Microsoft Dynamics CRM to help track their donor base, marketing activities and customer service.

Goodwill Industries of Central Iowa deployed Dynamics CRM and increased caseload capacity by 20% and job placements by more than 38% without adding staff

Microsoft Dynamics CRM Suite

Full CRM suite capabilities and application flexibility Interactions

Marketing

Sales

Service

xRM

Business Process

SOA

Flexible Deployment

Microsoft Dynamics CRM Sales Solution

Sales Capabilities

Full feature set

Sales Workflow

Designed for

Users

Managers

Executives

Fast, Productive Donor Management

Familiar interfacedrives user adoption and increased productivity

Workflow-drivensales processesensure consistencyand efficiency

Full spectrum of donor intelligence capabilities provides insight and accurate forecasts

Drive Fast and Productive Sales

A lead is created withthe appropriatesales workflow.

The lead is automaticallyrouted to inside salesto qualify and assign.

The lead is passed to the right sales person to

close the opportunity.

A prospect requestsmore information

via the web.

Improved Sales Productivity

360° View of Members

Repeatable Processes

Consistent Online/ Offline

Experience

Effortless Forecast and

Pipeline Analysis

Maximizing Member

Value

Enables rapid and relevant response and tailored membership management activities

Drives greater efficiencies, lowers cost of donation and campaign management

Increases consistency, productivity and provides more time to focus on mission

Delivers better forecast information and financial planning

Enables effective proactive customer service and relationship management

Microsoft Dynamics CRM Marketing Solution

Marketing Capabilities

Full feature set

Marketing Workflow

Designed for

Users

Managers

Executives

Fast, Effective Marketing Management

Intuitive segmentation tools drive superior target selection

Workflow-driven processes increasereach and relevancy

Seamless tracking of cross-channel communications saves time and money

Drive Fast and Effective Marketing

A new campaign is budgeted, approved,

targeted and executed across multiple channels

Campaign responsesare captured;ROI is tracked

and reported continuously

Impactful Marketing Scenarios

IntelligentData

Management

Holistic LeadManagement

End-to-End Campaign

Management

Fully Integrated Marketing

Targeted Cross-Selling

and Up-Selling

Tools that empower marketing users to manage and cleanse data across the organization

Seamless tracking and conversion of leads across all parts of the organization

360° campaign management with easy campaign creation, seamless communication management

Strongmulti-lingual capabilities, seamless MS Officeintegration and robust workflow

Insightful analysis for identification of key trends and discovery of hidden opportunities

Microsoft Dynamics CRM Customer Service Solution

Service Capabilities

Full feature set

Service Workflow

Designed for

Users

Managers

Executives

Fast, Consistent Customer Service

Comprehensive customization and core platform capabilities ensures business agility

Advanced workflow ensures consistency or service experience

Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling

Drive Fast and Consistent Service

The service case is created with an appropriate service workflow.

The member is automaticallyrouted to the

best available agent.

Service requests comein via phone, web,or other channels.

The knowledge baseis searched and solutions are

suggested.

Microsoft Dynamics CRM in the Contact Center

Phone

Wireless

Web Self-ServiceEmailChat

BranchesRetail Stores & Dealers

Government Offices

Interaction Channels

PBX/ACD

IVR

PSTN VPNand

Internet

CTI

Legacy AppsERP LOB Apps

AgentsSupervisors

ManagersExecutives

Reporting & Analytics

CC Apps

360 ViewComposite UI

Microsoft Dynamics CRM Business Architecture

The Power of Choice for Software + Service

Choose how you USE IT - Outlook, browser, mobile

Choose how you GET IT - Software or service

Choose how you BUY IT - Own it or rent it

CHANGE it any time as your business

needs change

Why Choose Microsoft Dynamics CRM?

““Buyers also like Microsoft Dynamics CRM’s

usability and its quick time-to-value

compared with traditional CRM applications.”

- Forrester Research, February 2007

“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

Microsoft Dynamics CRM Licensing

Microsoft Dynamics CRM On-premise (purchase) • Server and Workgroup Editions

Microsoft Dynamics CRM Online• Subscription Online Model

Microsoft Dynamics CRM Hosted• Partner Hosted Model Purchased off the SPLA

BKD Consulting Services

Assessment Proof of Concept Quick Start Tailored Implementation Services

All projects follow the BKD OnTrack methodology focused on ensuring client implementation success while reducing the risk.

Contact Information

Jeffrey Paulette BKD Technologies

jpaulette@bkd.com417.865.8701