Customers want the best your company has to offer. To deliver, you need an integrated customer experience across all touch points throughout your organization. This requires a complete and consistent view of your customers. First-generation CRM promised these capabilities but has often fallen short. Historically, high cost, complexity and drawn-out implementations contributed to nearly a one-third failure rate. Avanade Enterprise CRM solutions address these historical shortcomings and present an accurate and consistent reflection of every customer, when and where you need it.

Founded in April 2000 as a joint venture between Accenture and Microsoft, Avanade was formed to merge the strengths of both companies – Accenture's consulting and Microsoft's technology expertise – into a single company. Today Avanade is a global IT solutions consultancy 100 percent dedicated to using the Microsoft platform to help enterprises achieve profitable growth. Through proven solutions that extend Microsoft technologies, Avanade helps enterprises increase revenue, reduce costs and reinvest in innovation to gain competitive advantage.

Eliminate Barriers to Growth

First-generation CRM solutions are time- and resource-intensive. Up-front license and deployment costs, as well as operational support burdens, reduce returns on investment. Homegrown solutions tend to be inelegant, difficult to scale and expensive to maintain, reflecting that their development history was reactive versus proactive. Many CRM products meet with resistance from sales professionals because they impose onerous data entry requirements, have unfamiliar interfaces and are cumbersome to learn and use. Similar to homegrown solutions, first-generation CRM solutions tend to be difficult to integrate with legacy applications, computer telephony and reporting tools. Rather than providing a single view of the customer, they turn into silos of information, reducing the organization's ability to build customer loyalty, improve customer service or provide new levels of customer intimacy to bolster sales.

Avanade's Enterprise CRM Solutions built on the Microsoft ® Dynamics™ CRM platform eliminate these barriers to growth by providing superior levels of integration, familiar application interfaces and proven deployment success. Combining the technical strengths of the Microsoft platform with the implementation expertise of Avanade, the solutions provide excellent ROI and flexibility to meet needs now and the scalability to grow into the future. Avanade delivers unparalleled Microsoft technology skills globally giving customers the support, training and implementation resources they need for successful deployments and ongoing operational success. In addition to unrivaled technical expertise, Avanade's core competency in business process and analytics helps customers get the most from their CRM solutions.

A New Look at CRM: Practical, Flexible, Integrated and Effective

Avanade Enterprise CRM solutions offer a practical approach to improving customer service and sales by focusing on functionality and providing processes that bring you the fastest results. Prioritize your deployment based on your most pressing customer support or sales needs – whether to collaborate, discover or deliver.

• Collaboration CRM: Reach out to customers across various touch points while connecting and sharing knowledge between individuals and teams.
• Analytical CRM: Discover insights about customers, products and trends through data mining and analysis of sales and business performance.
• Operational CRM: Manage consistent customer-facing processes around sales, service and marketing.

Enterprisewide Knowledge Is Key

Now more than ever, you need to make each customer interaction work for both you and your customers. Every transaction – every connection – should provide increased insight that helps you serve your customers better. Enterprisewide knowledge underlies learning, understanding and prediction of customer behavior. It's what you need to develop loyal customers and profitable relationships.

• How do you attract and retain profitable customers?
• Is it critical for you to know who your most profitable customers are and what makes them profitable?
• Are you driving sales and building customer loyalty while reducing the cost of customer acquisition?
• Do you deliver a complete and consistent view of the customer to your employees at every point of contact with an easy-to-use interface?
• Could your employees become more efficient through reducing data entry, simplifying processes and shortening learning curves for adoption?

Microsoft CRM complete integration with Microsoft Outlook provides a familiar, easy-to-use interface, resulting in high user adoption and faster ROI, empowering your employees with a complete picture of each customer relationship – the key to better service and faster growth.

Avanade offers cost-effective, easy-to-use and flexible Microsoft CRM solutions that can deliver a measurable return on investment – driving sales, building customer loyalty and delivering better customer service without high ongoing costs.

• Rapidly and efficiently implement a CRM solution that provides a complete and consistent view of your customer, with a familiar and easy-to-use interface that lets your people work the way they want to.
• Leverage data from your existing investments in phones, networks and databases into a Microsoft CRM solution that places customers at the center of your business.
• Utilize powerful analytic tools that help you spot your most profitable customers and pinpoint areas for operational savings.
• Upsell and cross-sell to existing customers more effectively by understanding their purchasing patterns, communication history and immediate needs right at the point of interaction.

Insight. Industry Knowledge. Collaboration.

Avanade's preconfigured solutions and reusable delivery assets help organizations optimize Microsoft Dynamics CRM deployments while maximizing the value of IT investments. Backed by deployment and training resources that speed and simplify implementation, Avanade's repeatable, ready-to-use assets can decrease implementation time, cut integration costs and reduce training effort. In addition to CRM solutions for salesforce effectiveness, customer service, scheduling and marketing, Avanade offers several proven industry-specific solutions:

Avanade Enterprise CRM for Customer Care™

• Provides a seamless integration between Microsoft CRM and contact center solutions with a familiar, easy-to-use interface and a complete, consistent view of the customer at every point of interaction.

Avanade Enterprise CRM for Financial Services™

• Provides powerful functionality, designed to meet the unique requirements of managing and optimizing high-value financial services clients.

Avanade Enterprise CRM for Health Plans™

• Provides a complete, consistent view of members at every point of contact enabling better customer service and compliance with regulatory requirements.

Avanade Enterprise CRM for Citizen Service™

• Provides a single, citizen-focused view of information across all governmental agencies, designed to improve citizen satisfaction by facilitating shared services across departments and making information available to all employees.

Avanade Expertise. Microsoft Technology. Unmatched Results.

Avanade has deployed Microsoft CRM solutions in the enterprise more than anyone else in the industry. Dedicated Avanade CRM staff hold the highest levels of Microsoft training and certification in the industry. We know the products your team uses like no one else in the industry, allowing us to deploy a solution that promotes rapid adoption. Our understanding of enterprise-level systems means that you leverage the full value of your current Microsoft investments and achieve better results with Microsoft CRM. Avanade's relationship with the Microsoft product team ensures that we implement your solution with proven knowledge gained from experience with early access to products and feature/function improvements.

At Avanade, we believe CRM is a holistic approach to improving customer acquisition, retention and profitability. Elevate your customer to the core of your business by providing an integrated customer experience enabled by enterprisewide knowledge. Reap the benefits of an integrated cost-effective solution accelerated by Avanade expertise and Microsoft technology, and you'll deploy faster with a greater level of confidence.