Alliance Systems have developed their own ‘base layer’ of functions which we can apply to our customer’s implementations of Microsoft Dynamics CRM. This base layer provides access to a number of additional features developed by us which are essential for maximising the benefits of CRM – the primary features are Outcomes and Maps which are briefly explained below:
We have made some additions to the main Activity forms (Appointment, Phone Call, and Task) within CRM to allow more detail to be captured about the Outcome of the Activity. This allows us to make sure that we use workflow more effectively to control user’s businesses processes. We’ve found that this is very popular with our customers as they often feel that their processes (e.g. their sales process) are out of control. It also means that we’ll be able to make further modifications for customers swiftly. We have a video which highlights what we’ve done with enhanced outcomes here
We have integrated CRM Accounts and Contacts with Microsoft Maps. This means that as long as you enter a valid postcode, the address can be seen on a map. It is then possible to show a group of Accounts or Contacts on a single map. This would allow a user to visually see their customers / prospects etc on a map. Of course it also opens up all the functionality that Bing Maps bring also – e.g. bird’s eye view of the location, calculating routes etc. We have a video which shows some of the map functionality available here (this does not highlight some of functionality we’ve provided like moving a pin / postcode lookup / multiple pins on a map).
We have successfully integrated CRM with different telephone systems using TAPI technology. This utilises the Windows Notification Area to display the caller credentials to the user during an incoming call. The user then has options of how to process the call within CRM.
Additionally, outbound calling form CRM is also possible via a single click – for regular callers this can save significant time.