Customisation / Customer Relationship Management

Designed for maximum flexibility and low total cost of ownership, Microsoft ® Business Solutions CRM adapts easily and affordably to meet business and industry-specific needs.

Tailor the user interface, settings and workflow processes

Without touching database code, your administrator or Microsoft partner can modify Microsoft CRM to meet needs specific to your organisation and industry.

Modify forms and views

Easily add new fields to the Microsoft CRM database schema to fit the data needs of a specific industry or business.

Quickly customise virtually any form within Microsoft CRM, accounts, contacts, opportunities, cases, orders and more so that you capture and manage the exact data you need to increase sales and service effectiveness.

Modify information views across the solution so that users can see critical information at a glance and sort data across records according to specific business needs.

Create custom templates for mail merge, e-mail, Knowledge Base articles and quotes helping ensure systematic content management and consistent customer messaging.

Modify business management settings

Use flexible default settings to mirror your business model by mapping organisational structures, including departmental, management and team structures.

Protect information by selecting from a wide range of user roles and access rights, or modify or create roles that fit unique needs.

Automate business processes

Set up and modify rules that automate business processes, including leads routing and notifications, opportunity and pipeline management, case management and data transfer to other applications.

Use workflow rules or build sales methodologies to automate stages in the selling process and establish milestones for assessing sales activity.

Create customised emails and set up specific rules for automatic order fulfillment notification, leads and opportunity follow-ups, service requests follow-ups and more.

Advanced customisations

Microsoft CRM offers a rich environment for advanced customisations, including open application programming interfaces (APIs) and a comprehensive Software Development Kit (SDK).

Build customised integrations with third-party business solutions

Extend the solution to Web services for example; automatically perform credit checks whenever new opportunities are created in Microsoft CRM.

Enhance functionality to fit specific verticals and industries, or build new applications on top of the Microsoft CRM platform.