Getting Microsoft CRM Help: The Easy Way

Microsoft CRM Help

Once an installation of Microsoft Dynamics CRM is complete, the question remains: How will you provide users with Microsoft CRM help and support?

The how-to questions…


Requests for new fields, workflows, users…


and (gulp) persistent problems that don’t seem to go away.


And what happens when your CRM person goes on holiday. Or moves on?

If you’re a small or medium business, it may not make sense to support Microsoft CRM in-house.

Now there’s an easier way.

An outsourced Microsoft CRM helpdesk. One that’s staffed by dedicated experts who live and breathe Dynamics 365. Who have enterprise-level experience, but come at small business prices. Who have worked with the most complex, customised CRM systems and won’t bat an eyelid at yours. Who will get your problems sorted in their sleep and keep your users happy. Who will mean you get continuous service, without having to worry about holidays or keeping skills up-to-date.

New Service: Dynamics CRM Cloud Migration

MSCRM Cloud Migration

Many Microsoft Dynamics CRM customers who are currently using on-premise software are contemplating a move to the cloud. But while the benefits of reduced software and hardware maintenance are often compelling, it’s the migration itself that can be a deterrent.

That’s because it’s not easy. Especially if you’ve had your CRM for a while, have lots of historic data and/or lots of customisations.

It’s enough to keep your IT team up at night.

  • What if the migration runs into roadblocks?
  • What if something breaks?
  • Will we lose data?
  • Will our workflows transfer?

Rather than attempting to learn everything about migration, there’s now an easier way.

Let MrCRM do it. You see, we’ve done it all before. And our national team of experts is enterprise-level, so no amount of complicated workflows or customisations will worry them.

Learn more about our Dynamics CRM Migration service.

Integrating Microsoft CRM with Xero

Integrating Xero with Microsoft CRM

With cloud accounting software company Xero soon predicted to overtake MYOB in Australia, it’s becoming a more common question of how to integrate it effectively with other business systems. Small businesses are often mobile, and operate from a range of mobile devices. Together, both Xero and Microsoft Dynamics can be run from hosted systems in the cloud. Businesses recognise that the Microsoft Dynamics CRM (now 365) software is a very cost effective, fully featured CRM software choice. Many businesses would love to have their two most important software system communicate with each other. MrCRM uses the fully featured API from Xero and the flexibility of Microsoft Dynamics XRM to provide a very flexible solution.

It makes the two software packages communicate easily, cheaply and effectively.

This fully functional Xero to Microsoft Dynamics CRM connector is fully customisable to ensure near-real time updating of not only the CRM software by Xero but also Xero from the CRM system.

The functionality includes (but is not limited to):

  • Users from Dynamics CRM to Xero
  • Accounts Bidirectionally
  • Contacts Bidirectionally
  • Products Bidirectionally
  • Quotes Bidirectionally
  • Invoices Bidirectionally

We have the ability to link ANY Entity in CRM to the required area in Xero (and their API is growing all the time) so please contact us with any unique needs so we may discuss further. Get in touch today to discuss your needs with one of our Microsoft CRM consultants.

Customer Relationship Management System in Retail Marketing

CRM in retail

A sound and well-rounded customer relationship management system is an important element in maintaining your retail business. Not only is customer relationship management in retail a business strategy, but it is also a powerful tool to connect retailers with their consumers. Developing this bond is essential in driving your business to the next levels of success.

Retail Marketing Landscape

Today’s retail marketing landscape is changing and retail industry organisations struggle to achieve or maintain good marketing communications with existing consumers as well as prospective customers.

How do you do this? You need to identify consumer-related issues, better understand your customers and meet their needs with the company’s products and services. By making accurate estimates regarding product or service demands in a given consumer market, one can formulate support and development strategies accordingly.

CRM Is More than Just Customer Relationships

Contrary to misconception, CRM for the retail industry is more than just building good customer relationships. It should:

  • Reach shoppers at the right time, in the right channel with a personalised offer. Ensure the best use of communications channels, such as email, SMS, and social.
  • Support a seamless omnichannel retail strategy.
  • Measure the value of different market segments and their lifetime value to the business.
  • Manage loyalty programs that drive long-term retention and share of wallet.
  • Support customers after they purchase products and gather feedback for continual improvement.
  • Track the effectiveness of marketing campaigns to increase foot traffic and sales.
  • Analyse performance to aid planning.

Integrating a Customer Relationship Management System in the Retail Marketing

A retailer’s CRM system rarely stands alone. That’s because today’s retailer needs a single point of truth. This means all critical data, in one place. And retailers use many systems, including accounting or finance, POS, SMS systems, websites and more. The functions of these systems are varied: product supply, operations, databases, staffing, customer feedback just a few.

The way to achieve this single view is integration.

An integrated CRM system (CRM Integration) means that managers and supervisors of retail businesses can set goals, implement processes, and measures and achieve them in a more efficient manner.


A sound customer relationship management system that integrates all these things will assist to run a retail business more efficiently. A good CRM system can deliver a competitive edge over your retail rivals. Contact us to talk further, as we are experts at customising Microsoft Dynamics CRM to your needs.

How to Improve Customer Service with Customer Relationship Management (CRM)

crm for customer service

Regardless of its size or market reach, every business aims to deliver positive customer service. But the reality can be a struggle, due to constraints around time, staff, or other resources. As a result, customer growth and other aspects of the business suffer. This is where CRM, or customer relationship management, comes into play.

CRM, in a nutshell, is a business strategy with the end goal of improving customer service and boosting satisfaction. If implemented correctly, it will increase business revenue by increasing spend by existing customers and attracting new customers.

How Does CRM Help in Business Growth?

As a business grows, the levels of and demands for customer service and satisfaction may also increase, or the cost of providing the service adds increasing expense to the business. Without data from performance measures of what is failing (service levels), you can’t make the right business decision to know what to fix. A CRM system must be set up to provide data on complaints and implement mechanisms to reduce the number, and the cost of complaints.

If a problem is correctly diagnosed, the solution is often easy. CRM systems need to spot the customer’s problems easily and then fix it as swiftly as possible.

CRM may boost customer loyalty. When you improve customer service, businesses enjoy an increased constancy and allegiance from customers. This is commonly manifested in the amount of sales derived from up-selling and cross-selling. And with great customer service, one gets more business referrals. With more referrals and prospects comes more customers; the more the customers, the bigger the business becomes.

Satisfied customers mean happy customers. As a result, it fosters a positive, low-stress working environment for employees.

How Does CRM Operate for Customer Service?

  • CRM is most commonly a customer service tool, but the more effective CRM systems are whole-of-business integration tools. Effective CRM implementations go right across the business from marketing, sales, manufacture, financial, service, and support. At every stage of a customer interaction, the business can see all interactions with that customer.
  • Communications: a CRM should provide single data source of all communication to and from customers, across all the channels available.
  • Marketing: to deliver the right message to the right customer at the right time, and provide analysis of performance and customer segments
  • Sales: such as quotes and delivery
  • Financial: understanding the customer spend and providing financial summaries (sometimes through integration with other business systems)

For businesses aiming for maximum revenues, CRM provides that end to end platform of interaction with the customer.

CRM in Retail Businesses

Let’s take the instance of retail businesses as an example. CRM can collect and analyse data derived from invoices, electronic devices such as customer discount cards or any financial system. By integrating customer cards, tracking items bought by the consumer, new information is entered into the database. This gives the company an overview of what this particular consumer buys.

Businesses can then analyse this particular information along with other customer data. Accordingly, this cluster of information, figures, and numbers can give companies an accurate idea regarding customer purchasing trends. Based on this, businesses will adjust or develop marketing or advertising campaigns.

Thus, CRM allows companies to get a good grasp of what the customer wants or needs. This business mechanism closes the gap between them by providing a better understanding of what needs to be to attract customers, entice them to buy the company’s products or services, and generate revenue.

CRM Enhances Business Growth through Great Customer Service

Maintaining a good customer relationship management system is critical to business success. By setting up this mechanism, this will intensify marketing and advertising efforts. After all, great customer service is good marketing. A well-rounded CRM system can help achieve these customer service and business growth goals.


MrCRM can help you to implement and customise a new CRM system, or integrate an existing Dynamics CRM system with other business systems.

Five Essential Characteristics of Cloud Computing

Characteristics of Cloud Computing

When companies sign on to cloud computing, they contract remote services instead of providing the hardware and software physically located in their own offices. CRM is an excellent application for cloud computing. Network speeds are good enough, pricing is extremely positive, and the skills and resources do not have to be inhouse. The five essential characteristics of cloud computing can be put to good use.

1) On-Demand Self-Service

The use of cloud computing allows on-demand use of computing capabilities such as network storage and server time. This means IT is no longer needed in order for a consumer to obtain, configure and deploy certain services. They can merely use cloud service catalogues to select what they require and proceed with what they have to do. A company no longer has to buy all the special software or hardware because the cloud provides what they need. This saves money on purchases and employee training that frees up resources for product development and customer care. 

2) Rapid Elasticity

Cloud computing or Software as a Service (SaaS) makes it possible,automatically, to scale capabilities according to demand. To illustrate, when a business becomes successful there is a corresponding increase in computing demand. Instead of engaging several servers to meet this rising demand, businesses can use cloud computing, which can dynamically provide access to additional computing power as needed. Conversely, when the demand goes down, services can be scaled down, both for hardware, and also for software. This is more cost effective than paying for dedicated servers.

3) Broad Network Access

Cloud computing allows broad network access so that services can be made available through a wide range of devices such as mobile phones, PCs, Macs, laptops and tablets. For companies, these resources are hosted in a private cloud network which is operated within the firewall of the company. This means applications and software can be accessed through numerous points of origins by personnel. This makes it possible for them to do work practically anywhere using smart phones and other devices with online connectivity.

4) Resource Pooling

The cloud computing provider has resources that have been pooled together and organised to serve multiple consumers (who in turn serve multiple tenants). This means vast physical and virtual resources can be assigned and reassigned according to client demand. As a result, relieved of the burden of coming up with the answer to each new technical need, consumers are able to streamline their systems. In essence, consumers do not have to own everything they need because there is a practically unlimited pool of resources for them to use.

5) Measured Service

Cloud computing has a metering capability which controls, monitors and reports the use of resources. This results in audited reports for both the provider and the consumer showing exactly how much hard disk was used, which services were accessed and for how many hours. The implication for companies that use cloud computing means they pay only for what they use which is very cost-efficient for business operations.

These essential characteristics of cloud computing when applied to CRM means, that among other things, companies can avail of software-as-a-service (SaaS) CRM solutions such as Microsoft Dynamics 365. This spares them the task of buying, installing and upgrading software. Together with reduced IT capital expenditures, trimmed down operating costs and increased storage, cloud computing gives companies the freedom that comes from not having to see to issues such as server updates. The freedom that comes from putting into operation cloud computing and CRM equates to companies having a better opportunity focusing on their products but most of all, their customers.


If you’re using Microsoft Dynamics CRM and want to move to the cloud, we can help. Check out our cloud migration services.

Top 3 Priorities for New CRM Adopters

Once a business has decided to implement a customer relationship management (CRM) system, the first thing to do is identify low-hanging fruit. What is low-hanging fruit? They are the simple things, goals that can be quickly reached by introducing changes or solving problems. Remember, every business process has weaknesses which will reduce profits or productivity. Customers may have already left in search of alternatives. Getting those customers back with better service is likely to be a low-hanging fruit. Low cost, high return. Having a good product is not enough to remain competitive.

Here are the top three priorities that typically make up the low-hanging fruit for new CRM adopters:

1. Improve customer relationships by identifying issues that serve as bottlenecks in customer service. This could mean evaluating various processes involved when transacting with a client. Examples include a billing problem due to incomplete data from the finance department, or a shipping problem due to poor tracking of inventory. To fix something, you need to properly identify the problems. Only then will appropriate solutions be made. It all begins with analysing the existing situation.

2. Keep things simple. The purpose of a CRM system is to manage more efficiently. CRM systems not only help you manage your customers, but also other critical business areas such as operations or marketing. Effective CRM consultants will identify business processes that can be improved, while ensuring that critical business data is available in one place (typically through CRM integration). As a business grows, data multiplies exponentially. Keeping in touch with all your customers by maintaining visibility through customer interactions is vital for a growing business. The complexity increases as data from shipping or billing comes in large volumes; hence, simplifying the process is the order of the day for a CRM consultant.

3. Reducing costs. Your CRM consultant should identify 3 or 4 areas of the business where the cost of the CRM system can be repaid quickly. Using Microsoft Dynamics 365 in the cloud is both user-friendly and affordable. Loss of productivity is reduced since the Microsoft Outlook integration makes things easier for users compared with other solutions.

If the consultant identifies three key areas for improvement, your business can recoup the cost of a CRM system quickly. Productivity and profitability are within your reach using a straightforward CRM solution. Moreover, your CRM consultant should contribute more suggestions for growth by helping you plan business strategies that will reduce internal costs, win new customers and please old ones.

If you’re looking for a CRM consultant, talk to MrCRM.

MrCRM signs Dynamic Finance Solutions

Dynamic Finance Solutions is a Brisbane based company that provides wealth growth solutions and strategies through accounting firms. They have recognised that the Microsoft Dynamics CRM solution is the best for their business and have engaged MrCRM as the best CRM solutions provider to customise the solution to their unique requirements and to train their teams on its use.

CRM 2011 Data Import Permissions

When you want to give a member of the team permission to import data there are a number of items that they need access to. The one that stumps most people is that you also need to give them some delete permissions too! Now many of us don?t allow any role other than System Administrator to delete stuff so this can be a sticking point.

The permissions specifically to perform the import are:

  • Core Records
    • Data Import: Create | Read | Write | Delete
    • Data Map: Create | Read | Write | Delete
    • Web Wizard: Create | Read | Write
    • Web Wizard Access Privilege: Create | Read | Write
    • Wizard Page: Create | Read | Write
  • Customization REcords
    • View: Read

Workflow: following up with detail

CRM has this great feature that allows you to click on a button and create a follow up action. You can create a task, appointment, phone call just by clicking on this button. However, wouldn?t it be nice to be able to include some of the details of the activity you already have open in the new activity? Well you can, by using some simple workflow.

Lets say that you want to create a follow up phone call from a task and you want to include the notes from the task and store them in the notes for the phone call (so you don?t have to refer back to the task while on the phone call).

Create a tick box attribute and add it to the task form. Name it something useful like, Create Phone Call?. Then create a simple workflow that is triggered each time you save a task. Have it check the tick box, if ticked get it to create a new phone call and have it copy the notes field from the task to the notes filed in the new phone call. and Voila, done.

You can expand this to copy any of the fields in common. You can even get clever, and do the same thing by writing a plug in that acts synchronously so the user doesn?t have to wait for the workflow to kick in.