Alliance 2017 - World of Possibilities Using CRM and Portals
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The document discusses the features and functionalities of CRM portals, which are customizable web applications designed to enhance client engagement and streamline various business processes. It includes information on profile management, customer service capabilities, e-commerce solutions, and specific case studies for various types of portals. The content emphasizes the potential for tailored solutions in different organizational contexts and encourages audience interaction through Q&A segments and evaluations.
Alliance 2017 - World of Possibilities Using CRM and Portals
- 1. 1 World of Possibilities Using CRM and Portals # A L L I A N C E 2 0 1 7
- 2. 2 YOUR PRESENTERS IRINA KON SOLUTION ARCHITECT JOINED SPARKROCK IN 2015 PARIA PANAHANDEH CRM CONSULTANT JOINED SPARKROCK IN 2016
- 3. 3 AGENDA I n t r o t o P o r t a l s P o r t a l F e a t u r e s S t a r t e r P o r t a l s D e m o C a s e S t u d i e s
- 4. 4 P o r t a l s f o r C R M W H AT t h e y a r e a n d H O W t h e y w o r k
- 5. 5 What are Portals? A Portal Kit allowing you to customize web facing applications for your clients A framework that allows extending Microsoft Dynamics CRM into an interactive, web-based sales, services, support and social engagement platform. F R A M E W O R K Serves as a unified Portal and customer management tool. C U S T O M E R M A N A G E M E N T T O O L A way to empower business processes tied to CRM via external web processes. E M P O W E R B U S I N E S S P R O C E S S E S
- 6. 6 Portal Features Everything you need to quickly configure and manage a basic portal. Profile Management CRM Web App Content Management Customer Service Communities E-Commerce
- 7. 7 PROFILE MANAGEMENT Self-service access for clients to manage their own information and accounts. C o n t a c t s Web access for clients. Including password reset, and profile management. A u t h e n t i c a t i o n Authentication stored in CRM or using familiar providers including Google, Facebook, etc. S e c u r i t y Managed through web roles – access to pages, forms etc. based on records in CRM. C u s t o m i z a b l e Admins can change CRM forms to capture different information through just configuration.
- 8. 8 CRM WEB APP Configurable access to entities and views. E n t i t y F o r m s Forms configured in CRM and displayed in the portal. E n t i t y P e r m i s s i o n s Secure records & attributes. Global, contact, account and parental scopes to secure records in web roles. E n t i t y L i s t s CRM views displayed in portal. E n t i t y A c t i o n s Trigger workflows.
- 9. 9 R i c h C o n t e n t E d i t o r Easy to use WYSIWYG editor. S e a r c h Search within any CRM portal object including custom entities. W e b P a g e s Create hierarchy and relationship between content in your web portal by creating web pages with unique URLs. S i t e m a p Improve the search ability of your web portal and structure your website design to optimize layout and discoverability. CONTENT MANAGEMENT Built-in Content Management System through portal login or through CRM.
- 10. 10 CUSTOMER SERVICE Self-service access for clients to manage their own information and accounts. H e l p D e s k Customer support communities aren't complete without interactive, self-service help desk capabilities. K n o w l e d g e B a s e Empower users to find answers to their issues online any time of day and from any device.
- 11. 11 COMMUNITIES Build communities through two-way online engagement. D i s c u s s i o n F o r u m s Increase visitor browser time & retention, engage customers and collect market research. P o l l s customer insight and increase audience engagement. S u r v e y s Configurable surveys to capture customer responses.
- 12. 12 I n v o i c e M a n a g e m e n t Quote, Order, Invoice Process. P r o d u c t C a t a l o g u e s Products configured in CRM. S h o p p i n g C a r t Standard add-to-cart, view-cart and checkout functions. O r d e r s Show purchase history with detailed order view. E-COMMERCE Leverage Authorize.NET or PayPal integration to process payments.
- 15. 15 SOMETHING Entrepreneurial activities differ substantially depending on the type of organization and creativity involved. Entrepreneurship ranges in scale from AWESOME Entrepreneurial activities differ substantially depending on the type of organization and creativity involved. Entrepreneurship ranges in scale from Public Sector Portal
- 16. 16 SOMETHING Entrepreneurial activities differ substantially depending on the type of organization and creativity involved. Entrepreneurship ranges in scale from AWESOME Entrepreneurial activities differ substantially depending on the type of organization and creativity involved. Entrepreneurship ranges in scale from Customer Care Portal
- 17. 17 SOMETHING Entrepreneurial activities differ substantially depending on the type of organization and creativity involved. Entrepreneurship ranges in scale from AWESOME Communities Portal
- 22. 22 S H O R T D E M O
- 23. 23 C A S E S T U D I E S
- 24. 24 CASE STUDIES F U N D R A I S I N G Donation management, Peer to Peer A p p l i c a n t Tr a c k i n g Manage job postings, applications etc. M e m b e r s h i p s Content, profile management, ecommerce Some sample portals we’ve designed and developed.
- 25. 25 Membership Portal A portal for membership management including: - Managing profiles - Signing up for memberships - Renewing memberships - Modifying payment preferences CASE STUDY: Retired Teachers of Ontario Providing quality services to members while projecting future needs.
- 26. 26 EVALUATIONS P L E A S E T A K E 5 M I N S T O C O M P L E T E A S E S S I O N E V A L U A T I O N . WIN ME! One lucky survey will take home a Ecobee Smart Wi-Fi Thermostat
- 27. 27 THANK YOU FOR LISTENING @ S P A R K R O C K I N C W W W . S P A R K R O C K . C O M