CRM 2013 Showcase

This is a great video showcasing CRM 2013 (Orion) and the user experience.

 

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Shelter – Realising The Benefits

BenefitsFor the implementation of the MS Dynamics CRM system at Shelter we focused heavily on the benefits.

The key Helpline benefit benefit being a reduction in wrap time of 3 minutes per call. By Saving three minutes per call Shelter would then be able to help more people with the same volume of Helpline Staff.

We used this benefit as the focus for inspect and adapt workshops with the end users, prioritising those changes that would take us closer to the three minute goal.

The benefit has almost been realized on launch, with a wrap time reduction of 2:47 per call with the initial user testing against the same call on the existing system.

Yammer goes viral at Shelter

ShelterWe are trialling Yammer as part of the CRM roll out at Shelter and so far it has been a resounding success. From the initial small group more and more users joined to get involved in the buzz, Yammer has quickly become integral to the project and really useful for driving collaboration and updates. Users are involved in group discussions and sharing documents.

It would be great if Yammer could utilise the screen sharing functionality of Lync. Perhaps on the integration with CRM…

MS Dynamics CRM – Licencing Hell

OK, anyone who has dealt with MS Dynamics CRM Licensing in the past will know it’s hard work.  Really, really hard work.  Its made even harder when you need to add charity pricing, you are waiting for POLARIS and the possibility of muti-tenanting.

The pricing structure and the way a charity must order its licenses  has so far changed twice; POLARIS has been delayed, we need more instances, and we need them soon!