CDM Microsoft Dynamics CRM for Unions

Microsoft CRM Union

and optional related

modules for Microsoft

Dynamics CRM 2011

CDM Microsoft CRM Software architecture

Union Basis Module

Integratio

n To

ol

Mo

bile

MS CRM

Dynamics CRM Metadata CDM Development foundation

Recru

itmen

t

Ch

urn

Event

SMS

Call cen

ter

Loyalty P

rogram

e-survey

Cu

stom

ization

s

Digital m

agazines

Union Basis

Union Basis

• Standard member data (Ex. Member basis data, essential dates, education, name of employer, skills , certifications etc.)

• Membership segmentation model(Ex. Age, gender, skills, current status potentiel member, current member and previous member see fig.).

• Membership log (Ex. Log of all union related member activites i.e. Calls, e-mails documents, activities who has done what etc.)

• Team structure (Ex. Team pool activities).

Segments - 20 21 - 28 29 - 42 42 - 62 63 +

New 1 2 3 4 5

CRM for Union – Basis – Planning Center

• Planning Center(Ex. My day, member pool activities, early warnings, TODO, planned

meetings, campaign generated activities etc.).

• Dashboards(Ex. Number of members lost YTD, Number of members won back YTD, Cost

per new member, Loyalty ratio, Loyalty programs Win back percentage etc.)

Planning Center

Utilization of recruitment resources

Recruitment

• Planning recruitment resources(ex. # meetings, calls , social arrangements, cost per recruited member etc.)

• Resource optimization(ex. Optimizing , teams, skills, districts, companies, organized labor vs. not organized etc.)

• Recruitment KPI indicators(ex. Dashboards for managers , cost per recruited member, number of activities budgetted compared to actual etc. )

Loyalty programs

Loyalty programs

• Loyalty Matrix(ex. Loyalty and satisfaction parameters, loyalty F/S etc.)

• Data collection and handling (ex. Integration to e-survey, telemarketing module, mobile device, workflows enhancing customer loyalty and satisfaction etc.)

• Graphics and management(ex. Loyalty maps link to financials, multi dimensional satisfactions analysis)

Churn

Churn programs

• Churn segmentationEx. Early warnings on risc members, sub segmentation of members preparing to leave the union etc.)

• Churn programs(ex. Sub segmentation with automated win back programs workflows, call center calls etc.)

• KPI churn programs(Ex. Cost per member won back, number of members won back etc.)

Multidimensional communication matrix

Digital magazines

• Communication channel selection(Ex. Preferred communication channel i.e. e-mail, Call, SMS, letter. Opt-in, Opt-out management etc.)

• Context driven segmentation(Ex. Profile driven segmentation ie. age, skill, status)

• Context driven communication(Ex. Personalized mass communication, text variations,

digital magazines, digital links etc. )

Segment 1 Segment 5

Segment 11 Segment 14

Union Events

Event Management

• Event templates(ex. conference, seminar, breakfast meetings , education etc.)

• Workflow supported(ex. Invitation, response etc.)

• Manage and visualize status(ex. Event participation, lodging, transportation etc.)

Call Center in – and outbound

Call Center

• Telemarketing outbound(ex. Phoners, call script, CTI, coding, batches, meeting calendar, material handling, workflows etc.)

• Telemarketing inbound(ex. 1st level, 2nd level support, Call in database look-up, A-number/B-number, Coding, Workflows etc.)

• Reporting(ex. Calls per meeting, Calls per order, Calls per phoner per hour, Average number of Calls, Peak hours etc.)

SMS

SMS interview

• Questionnaire handling(ex. Mass Broadcast, questions and possible answers, trigger based functionality, scoring, reminder workflow etc.)

• Standard Integration(ex. Loyalty program)

•

• Graphics and management(ex. Multidimensional analysis and graphics)

E-survey

• Questionnaire management(ex. Create questions and possible answers, trigger based functionality, scoring, workflow etc.)

• Standard Integration(ex. Loyalty program)

• Graphics and management(ex. Multidimensional analysis and graphics)

E-survey

Mobile devices

Mobile device

• Standard mobile interface(ex. Windows, Android, iPad, iPhone - No need of any middleware! )

• Offline supported(ex. SQL Server Compact Edition local database)

• Easy management of set-up

MobileCRM

Client Application

SQL Server

Compact

Client Database

Client

Serv

er

Microsoft

Dynamics CRM

Integration tools

Integration tools

• Standard integration(ex. Experian ,D&B , NN etc. )

• Configurable(ex. Interface to ERP, Data warehouse etc.)

• Management(ex. Job queues Transfer status, Warnings etc.)

Standard solution

External

Intern

al

Configurable

- Experian

- RKI

- D&B

- N&N

- Revenue

- Products

- LID

- Traffic

- BI

- Privileges

CDM Basis price structure Union (EURO)

Overview:Modules

E-survey

Mobile

Integration tools

Recruitment

Call Centre

Churn

Loyalty program

Event

Digital Magazines

Basis

Start up fee per user

0

0

0

0

0

0

0

0

0

180

Rental model per user /month

15

10

10

10

10

10

15

15

10

10

On-premise incl. SA first year

170

140

140

140

140

140

170

170

140

140

General price information

• All pries in Euro

• Basis module includes 2 add in modules free

• Software Assurance 22 % yearly

• Named users

> 50 users 5 %

100- 500 users 10 %

501-1.500 users 15 %

> 1.500 users negotiable

Discount Model