Unified Service Desk for Microsoft Dynamics CRM

Microsoft Dynamics

This is a simplified version to install, configure and use Unified Service Desk from Microsoft, which gives a unified view of the customer, integrating phone, SMS, Skype, contact details, case details and any other information that is relevant. We have used the Technet blog to create this.






Three extensions to Microsoft Dynamics CRM 2011 Online


Over the year 2012, we have done several implementations. Each had its own challenges to map the client’s business process to CRM functionality. We were able to successfully do that on each occasion. Of those here are three of them which our customers loved.

  1. Cascading picklist – We had a situation where a client had to go seven levels into a product item. And what more, each level  had to have an option of multi-select.
  2. Assigning leads automatically on a round robin league – A large number of sales reps and hundreds of leads each day can be a daunting task and you could end up having some very angry sales reps. We did our magic again and now the leads are assigned on a round robin league.
  3. Connecting an SMS gateway – India is a SMS country. An average mobile phone user gets at least 20 messages a day from legally authorized service providers. When our customer too wanted to follow this process of connecting and updating its customers from lead registration to payment status, we connected the SMS Gateway API to MS Dynamics CRM online in a matter of two days.

So what is the big deal? Right, it is no big deal. That is how simple it is to create scripts, workflows and plugins and make business processes mapped nicely and efficiently to Microsoft Dynamics CRM 2011 Online.

Property Developer makes ROI on first day of launch

When our client, who is a provider of  mass housing projects, i.e. 3000 to 6000 apartments per site called us to put together a process for a massive launch, we apartmentswere a bit anxious. This was the biggest launch in the history of the company. We were not sure how good the bandwidth is at a distant suburb of the city. We had to make sure that there is very little time the prospective buyers had to waste before they were attended to. This is the solution we put together with the help of the client’s sales staff who had the experience of doing such launches in the past, but without the help of a CRM solution.

This solution is configured around Microsoft Dynamics CRM 2011 Online.

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Mobile CRM extension for non PC users

Belladonna IT has released a pilot version of its Field Force CRM which enables field sales and service force to stay connected, and respond back to the CRM without ever accessing a desktop or notebook PC. The application has been developed using windows mobile 6.0. Salient features are:

  1. No need for a user to have a desktop or online user id, thus saving on user ids which will never be used.
  2. Update CRM either via the mobile app, or using SMS. Read https://belladonnait.wordpress.com/2010/08/11/a-customer-care-solution-that-any-small-business-can-afford/ for the details of the SMS gateway case study.
  3. Application available even when the user is out of range or in low signal area. Sync happens when the signals are strong enough.
  4. Custom screens and pick lists depending on the user requirement.
  5. Synchronizes with any back end CRM, both on premises and on demand subject to web services integration being available.
  6. Can be deployed stand alone on a cloud.

Field force CRM

Targeted at non IT field force such as service engineers for a range of industries such as

  • White goods and domestic appliances service engineers
  • Dish TV/ electronic good service engineers
  • Auto accessories installation and service staff
  • Field service representatives of government data collection agencies

The product is being currently field tested in Bangalore. We are seeking beta testers for various deployment scenarios mentioned above. Contact us for more details.

A customer care solution that any small business can afford

So you think putting a customer service call center is going to set you back by a few crores?  Up until now, it used to. Not any more. Belladonna IT is now delivering affordable customer care solutions at affordable prices. What is more,

  • Pay as you use subscription model
  • Best of Breed CRM, Call Center and SMS Gateways
  • No major capital investment
  • custom configured for Indian market
CRM solution integrated with call centre and SMS gateway

Customer care solution from Belladonna IT

The Components of the solution are:

  1. Oracle CRM on Demand
  2. Reliance Intellicontact Call Center Solutions
  3. Unicel SMS and Virtual Number solutions

Key features and benefits.

Feature Benefit
1 Toll Free calling for customer More customer friendly
2 Automatic Pop up of Customer Record on call Agent Productivity increase. No need to search for caller details
3 Auto assignment of Service Agent Mapped Agent/Location increases assignment of complaints instantly
4 Instantly Alert Service Agent Quicker response time
5 Service Agent can reply via SMS about status of the call Improved response time and call closure.
6 Built in Reports and Analytics Rapid decision making, quicker ROI.

So there you have it. Custom built Custom care solution for small businesses, built with best service providers. So no fears of scalability, performance, downtime. Keep serving your customers.

Visit us at www.belladonnait.com or mail us at info@belladonnait.com.

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