Microsoft Dynamics CRM online (Buyers Guide)

Microsoft Dynamics CRM Online Buyer’s Guide
®

Driving sales, marketing,
and service results without
the hassle of IT

VERSION 1.0 – JUNE 2011

Introduction
BUSINESS IMPACTS—THE BASICS OF CRM IN THE CLOUD
Momentum . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

The Microsoft cloud computing experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Evaluating the cloud option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

IS THE CLOUD RIGHT FOR YOU?
Three ways to build your cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Comprehensive choices with Microsoft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Key principles in cloud computing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

MEETING YOUR NEEDS WITH MICROSOFT DYNAMICS CRM ONLINE
Introducing Microsoft Dynamics CRM Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Selling more and keeping customers happy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Delivering peace of mind and convenience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Key technical benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Datacenter facilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Backup and recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

WORKING WITH MICROSOFT DYNAMICS CRM ONLINE
Service operation and management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Change management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Release cycle and roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Partner-powered CRM enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

NEXT STEPS

APPENDIX
Geographic coverage and language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Awards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Pricing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Microsoft Dynamics CRM Online Buyer’s Guide 2

Business impacts—the basics of CRM in the cloud
MOMENTUM
Cloud computing continues to dominate the IT narrative. At the most basic definition, cloud Businesses
computing delivers fast access to computing resources without investing in and maintaining that choose to
run business
infrastructure. In many cases, cloud solutions reduce staff training and simplify the labyrinth of
applications in the
software licensing. cloud can help
reduce energy costs
According to a recent Gartner survey1:
by 30–90 percent
Cloud-computing services are estimated to account for 10.2 percent of the total spending compared with in-
on external IT services this year. house, on-premises
infrastructure.
Thirty-nine percent of IT budget managers indicated that cloud computing is a key
initiative for their organization.

Forty-six percent plan to increase the use of cloud services.

In another survey conducted by Gartner of CTOs and CIOs, over 76 percent of
respondents fully expected that CRM and productivity workloads would be procured
from the cloud.

A CASE FOR GREATER VISIBILITY
COREFINO
United States, financial services
Situation: Wanted a cloud solution to measure and track performance
Solution: Using Microsoft Dynamics CRM Online for sales and marketing
Benefits: Instant visibility into sales and marketing processes and tighter execution
of sales and marketing activities

With Microsoft Dynamics CRM Online, Taylor IGH saw a
remarkable 595 percent return on investment and a 245
percent increase in user adoption. The company was also
able to generate real-time integration with their back-
office solutions—something their previous CRM system
could not do, at any price.

1
Gartner Survey Shows Cloud-Computing Services Represents 10 Percent of Spending on External IT Services in 2010, September 2010.

3 Microsoft Dynamics CRM Online Buyer’s Guide

Flexibility and cost benefits of cloud solutions will continue to drive these trends. Gartner
predicts that by 2012, 20 percent of all businesses will own no IT assets as they benefit from
cloud-enabled services, server and desktop virtualization, and increased use of employee-
owned PCs operating on corporate networks.2

This movement toward cloud computing is driven by the promise of benefits for consumers,
businesses, and also for the environment:

For consumers, the cloud promises a better-connected world, where their information is
available anytime and anywhere they are online.

For businesses, the cloud promises new economic benefits:
– Better control over budgets,
– Eliminating the need to run and maintain large, costly datacenters.

The cloud can also power business innovation. Combining improved access to
information with tremendous processing power opens the door to new business models,
new markets, and new categories of customer experiences.

For the environment, cloud computing has the potential to significantly reduce the
energy use and carbon footprint associated with running business applications.

Economic, operating, and environmental benefits of cloud computing have shifted the
discussion from “whether or not” to “what’s the best solution for my business?”

2
Gartner Highlights Key Predictions for IT Organizations and Users in 2010 and Beyond, January 2010.


THE MICROSOFT CLOUD COMPUTING EXPERIENCE
Microsoft has been running enterprise-class, highly reliable cloud services for 15 years.
Millions of Microsoft customers use communications (email, meetings), collaboration Every year, Microsoft
(document storage, sharing, workflow), advertising, business applications (CRM, business cloud services reach:
productivity), storage, management, and infrastructure solutions. These services are • Over 1
delivered via subscription, managed by Microsoft in our datacenters, and sold either directly billion users
or through partners. • 20 million
Each business has unique IT demands, and Microsoft cloud services offer the flexibility to businesses

tailor a solution to the customer’s business, including: • 50% of the
Fortune 500
Public cloud solutions
• 500+ government
Private cloud solutions agencies
worldwide
Partner cloud solutions together with certified Microsoft partners

Hybrid on-premises and online solutions

Microsoft cloud offerings are deployed and supported by over 16,000 partners worldwide
who can help enable the cloud for our customers. For more information about our complete
cloud offering, please visit www.microsoft.com/en-us/cloud/default.aspx.

EVALUATING THE CLOUD OPTION
This buyer’s guide was developed to share the insights Microsoft has gained through our
years of experience and that of our customers. We encourage you to take advantage of these
experiences and the key buying criteria of customers featured in the guide in evaluating
Microsoft Dynamics® CRM Online. Please note that the focus of this guide is Software as a
Service (SaaS) and Microsoft Dynamics CRM Online in particular.

A CASE FOR GREATER STANDARDIZATION
INTO HIS HARVEST
Canada, education and ministry
Situation: Disparate administrative systems were too taxing, labor-intensive, and uncoordinated
Solution: Implemented Microsoft Dynamics CRM Online and customized xRM solution
Benefits: A new level of administrative efficiency and the ability to capture information via their web portal

BioMedix Medical Solutions was able to gain seamless productivity
between Microsoft Dynamics CRM Online and Microsoft® SharePoint®
Online and increase user adoption by an amazing 300 percent.


Is the cloud right for you?
CLOUD OPTIONS THREE WAYS TO BUILD YOUR CLOUD
Public cloud— Cloud computing platforms offer substantial flexibility to meet the needs of your users
externally hosted and achieve your business objectives. A variety of factors contribute to decision-making
subscription SaaS
process, including:
in which resources
are shared among Current infrastructure
many customers
(multi-tenant) IT governance models

Private cloud— Regulatory and compliance considerations
externally or on-
premises hosted SaaS Budgetary impact

1
in which resources
are private (not Public cloud
shared) but at a A public cloud represents computing resources that are hosted by an external
higher price point service provider, but shared with other organizations (multi-tenant). The service
Hybrid provided in a public cloud is consistent across all customers as the service
environment— provider manages the infrastructure and pools resources to meet any customer’s
a mix of cloud
requirements. Customer data in a public cloud is not co-mingled in the sense that
SaaS and on-
premises software one customer can see another customer’s data; each company’s information is
deployment to best secure and separate.
meet the needs of
organizations’ Public clouds typically charge a subscription, pay-as-you-go usage fee. Microsoft
provides customers with a highly configurable, standardized service that complies
with security policies and regulations in the markets in which the service is offered.

2
Private cloud
Specific computing resources are dedicated to the customer, not shared by
several customers. Computing power can be located on-premises or provided by
a hosting service. Scaling the private cloud is as simple as adding another server
to the pool—then the self-managing architecture expands the cloud by adding
performance and capacity. Private clouds offer the scalability and shared resource
benefits of cloud computing for your environment—however, at a higher price
point than public clouds.

3
Hybrid environment
Many enterprise customers will entertain hybrid solutions, that is, a mix of
applications running in the cloud and others staying on-premises. Hybrid
solutions offer flexibility to selectively migrate applications, user groups, or
business units in a fashion best suited to the business. For example, a regional
hospital system with multiple locations can select Microsoft Dynamics CRM Online
for patient relationship management, and integrate it with their on-premises
healthcare information system.


COMPREHENSIVE CHOICES WITH MICROSOFT
Our vision is to help organizations execute on their business Microsoft has been offering public and private cloud
vision and technology roadmap by delivering services offerings for several years, and has helped organizations
on their terms—be it online, on-premises, or in a hybrid establish completely cloud-based or hybrid environments,
environment. When it comes to guiding customers on the in addition to our long-standing on-premises software
most optimal solution for them, Microsoft believes that implementations.
choice is key.

KEY PRINCIPLES IN CLOUD COMPUTING
When choosing a public cloud offering such as Microsoft Dynamics CRM Online, it is helpful to understand the guiding
“cloud principles.” Because the same public cloud standard service is delivered to many customers worldwide, these
principles cannot be modified.

1 4
Public cloud services are highly configurable, but Microsoft’s liability is capped at 12 months’
different from dedicated hosted deployments. services fees.
Microsoft offers a set of standard online services that Microsoft provides a solution with an enterprise-class
are supplied consistently to all Microsoft customers. security program that is very often more robust than
Customers can mix and match services to meet their what customers may be able to support today on
requirements, but Microsoft cannot accommodate their own. However, Microsoft cannot provide an
change requests or custom service features that insurance policy for any risks associated with data
deviate from our standard Microsoft Dynamics CRM losses. Our liability is limited to direct damages,
Online service definition. If customer-specific service which means the damages that are directly linked to
features are required to solve the business problem, an act by Microsoft and were foreseeable.

5
an on-premises or partner-hosted solution might
Microsoft’s public cloud delivers the
provide a better customer fit.
latest technology.

2
Cloud services are provided under one Having access to the latest technology is a key
security policy. advantage of cloud services. As part of our constant
When considering cloud computing solutions, product improvements, Microsoft periodically
organizations list security, privacy, reliability, and releases updates and patches that are required
operational control as key concerns. In the public for all deployments. Customers can schedule
cloud, a service provider offers the same consistent the deployment of new major releases at their
service to all their customers worldwide. As a convenience, provided that the timing falls within 12
practical matter only one policy can be followed. months of the general availability of the release.

6
Microsoft has applied state-of-the-art technology
Migrating to the cloud involves migration and
and processes to maintain reliable access, security,
deployment work.
and privacy for every user.
While it is certain that cloud services can lower

3
Customers can receive independent overall IT costs, the complexity of infrastructure and
third-party reports. business requirements varies considerably from one
Given the number of customers who subscribe to organization to another. Comprehensive migration
the service, Microsoft cannot provide customers the planning prior to deployment of Microsoft Dynamics
right to audit its datacenters. Microsoft datacenters CRM Online assures the smoothest possible transition
and the infrastructure layer on which our services and can accelerate time-to-value. Engaging a
rely upon are audited and certified against a qualified Microsoft partner to conduct appropriate
comprehensive set of controls covering both SAS 70 technical and requirements assessments creates a
Type II and ISO 27001. Audits and certifications are foundation for an effective migration.
performed by credible independent third parties at
least annually, and made available to customers.


Meeting your needs with Microsoft Dynamics CRM Online
INTRODUCING MICROSOFT DYNAMICS SELLING MORE AND KEEPING
CRM ONLINE CUSTOMERS HAPPY
Microsoft Dynamics CRM delivers access to customer Companies that need to manage marketing, sales
information through the familiar Microsoft Outlook® productivity, and customer relationships are choosing
experience ensuring rapid user adoption and realization Microsoft Dynamics CRM Online to streamline and
of business results. With Microsoft Dynamics CRM Online, automate those functions. Customers have access to a
you get the same powerful CRM software delivered as a large partner community of experts skilled at deploying
cloud service from Microsoft, enabling instant-on anywhere Microsoft Dynamics CRM Online, and developing
access, predictable pay-as-you-go pricing, and a financially integration with other business systems.
backed service level agreement (SLA).
Maximize your marketing dollars.
Microsoft Dynamics CRM Online delivers on the power of Improve your organization’s marketing effectiveness
productivity with a CRM solution that is: with Microsoft Dynamics CRM Online. Provide marketing
Familiar—software that empowers people through professionals with flexible segmentation tools, simplified
natural, productive, and insightful experiences campaign management capabilities, intuitive response
tracking, and insightful analytics to improve your
Intelligent—real-time analytics and streamlined
marketing effectiveness.
business processes that enable informed decisions
and operational efficiencies Help your salespeople win more deals.
Connected—connections across people, processes, Spend more time on selling and less time on
and ecosystems that allow businesses to maximize administrative tasks with Microsoft Dynamics CRM Online.
the value of relationships and systems Take advantage of full lead-to-cash visibility, lead and
opportunity tracking, streamlined approvals, and real-time
sales forecasts to drive increased sales output and higher
close rates.

Create lifetime customers with attentive service.
Provide compelling customer service experiences that
build customer loyalty with Microsoft Dynamics CRM
Online. Empower your people with tools that simplify
case management, streamline escalations, improve
knowledge sharing, and enable more effective account
management—all while helping to contain service costs.

Optimize business relationships with extended CRM.
Use the inherent flexibility and extensibility of Microsoft
Dynamics CRM Online to maximize the value of all
Drive productivity and adoption with a native Outlook experience relationships. Quickly create custom business applications
and real-time dashboards in Microsoft Dynamics CRM Online.
and industry solutions without compromising on
capabilities, budget, or delivery time—right from within
Microsoft Dynamics CRM Online.

Microsoft Dynamics® CRM Online Buyer’s Guide 8

DELIVERING PEACE OF MIND AND CONVENIENCE
Deep operational expertise and an impressive global footprint
Microsoft Dynamics CRM Online is operated by Microsoft Global Foundation Services—a DATA
dedicated organization responsible for the strategy and platform delivery of Microsoft cloud PROTECTION
services, Microsoft Online Services, and Microsoft Live Services. This group focuses solely on Customers such
providing a trusted experience to customers and partners through operations management, as American
Express and
data security, infrastructure optimization, and environmental sustainability. It supports over
GlaxoSmithKline,
200 services for consumers and businesses worldwide with a perpetual emphasis on datacenter both from highly
innovation and network advances to deliver operational excellence. regulated industries,
have performed
Microsoft is committed to cloud services such as Microsoft Dynamics CRM Online—we’ve extensive security
invested $2.3B in 13 global datacenters across North America, Europe, and Asia, with more than audits at our
20 new datacenters coming online by the end of 2011. We provide 99.9 percent uptime with datacenters, and
one of the industry’s ONLY financially backed service level agreement (SLA). determined that
we can protect
Security, privacy, and compliance are a top concern for customers who move to the cloud, and their data as well
we’ve made it our top priority as well. Microsoft datacenters are ISO accredited, with SAS 70 or better than they
could within their
Type I and Type II attestations.
own datacenter
environments.
Cost savings and flexible
payment options
Microsoft Dynamics CRM Online
is an affordable solution with
payment options that allow
users to forecast costs over time.
Pay-as-you-go pricing combined
with cloud deployments allow
customers to avoid capital
investments in hardware and
datacenter management, freeing
up budgeted dollars for business operations. Customers have the flexibility to increase or
decrease the number of users, and add additional online storage as the needs arise. Combining
rapid user adoption with immediate availability of computing capacity, customers realize
quicker time-to-value as Microsoft Dynamics CRM Online drives rapid business impact.

The licensing options for Microsoft Dynamics CRM Online are simple, flexible, and affordable
and include attractive pricing opportunities for migrating current on-premises or hosted
customers, plus options to increase storage capacity. Learn more at http://crm.dynamics.com.


Choice of deployment
Customers have the option of deploying Microsoft Dynamics CRM in the public cloud
(Microsoft Dynamics CRM Online), running it on-premises on their infrastructure, or having a
THE CLOUD ON
service provider host the solution on their behalf (private cloud). Organizations benefit from
YOUR TERMS
this flexibility across all Microsoft Online Services.
Customer demands
vary, and Microsoft Whether you have an on-premises Microsoft SharePoint implementation, Microsoft Office 365
delivers the
cloud solution, or some other combination, the ability of Microsoft to accommodate hybrid
array of choices:
public cloud environments offers you ultimate flexibility. Knowing that business of all sizes have unique needs,
computing, private Microsoft cloud solutions are not one-size-fits-all. This flexibility extends to devices as well,
cloud solutions, because Microsoft Dynamics CRM Online is available through a variety of hardware interfaces.
on-premises
deployments, and
hybrids drawing
from all three
configurations.
Our vision is to
provide these
services to
customers on
their terms—to
suit their business.

Microsoft Dynamics CRM Online offers choice in deployment options to more effectively support your
business objectives. You determine which components you want hosted in the cloud.

KEY TECHNICAL BENEFITS
Management simplicity
Minimize your need to manage multiple support resources thanks to ongoing application
monitoring and maintenance. Deployment is managed remotely, so new versions or updates
to the software are easily distributed to users, without the interruption and management of
costly patching and upgrades. By helping your IT staff focus less on hardware, upgrades, and
maintenance, they can focus more on supporting the priorities of your business.

Flexible configuration models
Microsoft Dynamics CRM offers the power of choice. You can implement in the cloud, on-
premises, or have your solution privately hosted by one of our partners. With Microsoft
Dynamics CRM Online, you can also scale the number of users up and down as often as
monthly, or add/subtract additional storage as needed. You can even change your deployment
type if your needs change.


Microsoft Security Development Lifecycle

Multi-layer security Additionally, the application itself uses the standard
Microsoft Dynamics CRM Online has an end-to-end security features of the Microsoft infrastructure on which
approach to security that begins with the development Microsoft Dynamics CRM runs (for example: Windows
of the application through to the service’s operations and Server®, Microsoft SQL Server®, and Microsoft
management. Microsoft Dynamics CRM Online follows the Exchange Server).
Microsoft Security Development Lifecycle (SDL). This is the
Individual tenant administration
process by which we take services from the design through
Customer and user administration features are designed
the build and implementation and release phases of its
to increase self-reliance. Customers have complete
lifecycle, and consider security from all aspects.
control over all aspects of data structure, user experience,
Safeguards are applied on multiple fronts, including: business intelligence, and business process management.

Securing the web application with SSL Regulatory compliance features
Custom-defined security roles governing user access Meeting increasingly complex regulatory requirements is
and the actions they can perform eased with ISO 27001-2 and SAS 70 Type II credentials for
Microsoft datacenters.
Field-level security

Full business data auditing Mobility device support
Microsoft Dynamics CRM Online provides a configurable
Stringent physical security of Microsoft datacenters,
mobile client that allows users to consume and update
including building and system/database access
CRM information on a wide range of mobile devices.

A CASE FOR MOBILITY SOLUTIONS
SCOTTS PROFESSIONAL
The Netherlands, manufacturing
Situation: Difficulty getting up-to-date reports quickly
Solution: Using Microsoft Dynamics CRM Online and offline versions for sales and marketing
Benefits: One view of the information, even offline, then upload changes later for most accurate data

11 Microsoft Dynamics® CRM Online Buyer’s Guide

Microsoft datacenters are located throughout the world and managed by Microsoft directly.

DATACENTER FACILITIES Environmental sustainability—continually using
Datacenters are managed by Microsoft Global Foundation smart tools (such as SCRY and Genome) to monitor
Services, providing: power usage and network utilization, while seeking
continued efficiency and improvement to reduce
Infrastructure services—the physical infrastructure
costs, waste, and our carbon footprint
of the cloud (datacenters, servers, and network)
for 15 years Microsoft stores customer data in-region, at a local
hosting datacenter. From the outside, the facility is
Security and compliance—for both the physical and
anonymous, with no signs or logos to give away its
logical cloud infrastructure at Microsoft, including
purpose. Vehicles arrive at a secure perimeter and must
many platform services
be positively identified by security personnel before
Global scale—localizing over 100 services in up to 63 gaining admittance to a second perimeter, which requires
languages, with worldwide operation sites deploying, successful authentication with a security card.
monitoring, and managing services around the globe
and around the clock

A CASE FOR GREATER EFFICIENCY
GEMCO GROUP HOLDINGS, LTD.
Australia, construction
Situation: Existing CRM solution too simple, and couldn’t be extended or customized
Solution: Moved to Microsoft Dynamics CRM Online for all sales, service delivery, and customer follow-up processes
Benefits: Automated sales processes, gained greater efficiency over old system of tracking in 3–4 places


SECURITY for security vulnerabilities and intrusion using monitoring
Computing in the cloud raises questions about security, and detection systems on an uninterrupted, around-the-
data protection, privacy, and data ownership. Our services, clock basis. Monitoring tools route any issues, warnings,
physically hosted in Microsoft-operated datacenters around and problems directly to service engineers.
the world, are designed to meet the performance, scalability,
The service has multiple layers of monitoring in place.
security, and service levels business customers expect.
The infrastructure/platform layer is monitored using
We have applied state-of-the-art technology, culture, Microsoft System Center Operations Manager (SCOM).
and processes to maintain consistent and reliable access, SCOM monitors for events related to provisioning, service
security, and privacy for every user. Microsoft Dynamics failures, and threshold attainment (such as memory
CRM Online has built-in capabilities for compliance with consumption). Transaction monitoring to simulate critical
a wide range of regulations and privacy mandates. These customer scenarios is accomplished with a third-party
capabilities are regularly scrutinized, assessed, and audited monitoring solution. This third-party solution monitors for
to ensure the highest security and privacy standards are events related to the CRM portal, trial sign-up, application
maintained. We have developed our offerings around the sign-in, and availability.
following core principles:

Microsoft tells you where your data is and you are BACKUP AND RECOVERY
the owner of your data. Many aspects of the Microsoft Dynamics CRM Online
Microsoft will never use the data housed in the system are configured in an N+1 redundant configuration,
Microsoft cloud for data mining purposes. to eliminate single points of failure. As a precaution
against catastrophic failure of multiple systems, full data
Microsoft Online Services are certified ISO 27001,
backup to tape is done on a daily basis. Microsoft Data
SAS 70, and EU Safe Harbor Framework.3
Protection Services (DPS) encrypts all data prior to it
When transferring data, Microsoft follows applicable being written to tape. DPS uses an encryption appliance
laws, and in the EU, that includes transferring data only in with a central key management system. The encryption
accordance with EU Safe Harbor provisions. process is a standard procedure in all Microsoft
The Microsoft Dynamics CRM Online application and datacenters and is FIPS4 compliant.
website are continuously monitored for reliability and
performance. The Operations group monitors the network

A CASE FOR CENTRALIZATION
INTEGRATED DNA TECHNOLOGIES (IDT)
United States, biotechnology
Situation: No way to view comprehensive correspondence with customers
Solution: Implemented Microsoft Dynamics CRM Online and its tight integration with Microsoft Outlook
messaging and collaboration client
Benefits: Better visibility and a central repository of customer information, with the ability to capture
and document daily customer conversations

3
Certifications are assessed at the datacenter and application levels separately. Check with the specific online service to determine certification status.
4
The Federal Information Processing Standard 140-1 (FIPS 140-1) and its successor FIPS 140-2 are United States Government standards that provide a benchmark for implementing
cryptographic software. They specify best practices for implementing crypto algorithms, handling key material and data buffers, and working with the operating system. Both IPSec
and the Encrypting Files System (EFS) in Windows® 2000, Windows Server 2003, and Windows XP use the FIPS-140-1 evaluated Kernel Mode Cryptographic Module to encrypt the
traffic packet data and file contents respectively if configured appropriately with the selections of FIPS compliant algorithms.


Working with Microsoft Dynamics CRM Online
SERVICE OPERATION AND MANAGEMENT SUPPORT
Microsoft operates datacenters around the world, each Our first line of support is the Microsoft Operations
housing highly reliable equipment that hosts customers’ Center—globally distributed with failover capabilities, and
CRM instances and delivers 99.9 percent uptime. Unlike staffed 24/7/365 with engineers able to triage, mitigate,
other hosted CRM solutions, there is no co-mingling of and escalate issues as they occur in real time.
customer data. Each customer is provisioned with their own
Support is included as part of the monthly subscription fee
customer database to maximize the security and integrity
to Microsoft Dynamics CRM Online. (Premier support is also
of their data.
available for an extra charge.) All Microsoft Dynamics CRM
The Microsoft Dynamics CRM Online architecture provides Online customers receive access to Microsoft Dynamics
customers with complete autonomy over how they operate, CustomerSource, an exclusive, password-protected site
manage, configure, and secure their CRM solution. For for customers to find unlimited online training, search
example, customers can configure their own data schema, a robust Knowledge Base, download updates, and find
user interface, business processes, and security model other information at any time. Customer-designated
for their specific instance. This provides full control over “administrators” can contact the customer service and
the application and its functionality as if it were running technical support teams through eSupport or by telephone.
on-premises. And because of continuous synchronization
capability, users have seamless access to their CRM system
CHANGE MANAGEMENT
from a wide range of devices, whether they are inside their
Microsoft Dynamics CRM Online has a well-defined
corporate network or utilizing CRM from the Internet.
change control process to provide applicable patches
and/or upgrades. This includes deployment and
verification of patches in a pre-production environment,
scheduled maintenance windows for production
deployment, and a defined notification processes to help
minimize interruption of the service. Microsoft Dynamics
CRM Online notifies customers (administrators and in
some cases users) through various methods including
the website, application, and email of scheduled or
unscheduled updates and changes to the service. For
planned service interrupting events (such as service
maintenance), customers are notified five days in advance.

Microsoft Dynamics CRM Online
scalable infrastructure

With Microsoft Dynamics CRM, JLL experienced an
astounding $40,985,000 in productivity savings, leading to
dramatic improvements in profitability.


RELEASE CYCLE AND ROADMAP
Next steps
To provide customers with more frequent innovation, Now that you’ve had a chance to review the buyer’s guide
Microsoft Dynamics CRM Online releases updates to the for Microsoft Dynamics CRM Online, there are many ways
service two times per year. In general there is one minor to get started.
release followed by one major release each year. The minor
4 Start your FREE 30-day trial.
release will offer updated product capabilities and will be
No credit card information is required. No software
delivered through an automatic update to the service. Minor
installation is needed. And you can access your trial
releases will cause minimal, if any, disruption to customers.
through a web browser or Microsoft Outlook. Go to
The major releases may include updated product capabilities
http://crm.dynamics.com to sign up now.
as well as platform updates. Using a convenient scheduling
wizard, customers will have a 12-month window to schedule 4 Find a Microsoft Dynamics CRM specialist.
and opt-in to a major release upgrade. An experienced partner can make your migration
smooth and trouble-free. To find a partner in your
PARTNER-POWERED CRM ENHANCEMENTS area, visit www.microsoft.com/dynamics/marketplace.
The Microsoft worldwide partner ecosystem is continuously
building custom third-party applications to complement 4 Check out the Microsoft Dynamics Marketplace for
and increase the business value of your Microsoft Dynamics custom CRM applications and add-ons.

CRM Online solution. Customers can find applications to Browse by business need, industry focus, and

improve lead management, email marketing, customization more for partner-extended solutions at

of complex quotes, or other solutions tailored to specific www.microsoft.com/dynamics/marketplace.

industries, including financial services, healthcare,
4 Review Microsoft Dynamics CRM case studies for
engineering, and many others.
more information.
Organizations all over the world have experienced
the business value of Microsoft Dynamics CRM.
You can find many of their stories at
http://crm.dynamics.com/en-ca/search.

Find, try, and buy high-quality applications and services.
By switching from Salesforce.com
Quickly find relevant solutions via optimized search logic. to Microsoft Dynamics CRM Online,
Century Payments saved over
Benefit from applications that are tested and certified.
$300,000 while increasing user
Find Microsoft Dynamics partner solutions to enhance and adoption by 200 percent.
customize your Microsoft Dynamics CRM Online solution at
the Microsoft Dynamics Marketplace: www.microsoft.com/
dynamics/marketplace


Appendix
GEOGRAPHIC COVERAGE AND LANGUAGE SUPPORT
Microsoft Dynamics CRM Online is offered in 40 countries and in 41 languages.

Microsoft Dynamics CRM Online Availability

Americas Europe Asia Pacific

Brazil Austria Israel Australia
Canada Belgium Italy Hong Kong

Colombia Cyprus Luxembourg India
Japan
Costa Rica Czech Republic Netherlands
Malaysia
Chile Denmark Norway
New Zealand
Mexico Finland Poland
Singapore
Peru France Portugal
Puerto Rico Germany Romania
Trinidad and Tobago Greece Spain
United States Hungary Sweden
Ireland Switzerland
United Kingdom

Microsoft Dynamics CRM Online Languages

Arabic Estonian Korean Spanish
Basque Finnish Latvian Swedish

Bulgarian French Lithuanian Thai
Turkish
Chinese (Hong Kong) Galician Norwegian
Ukrainian
Chinese (PRC) German Polish
Chinese (Taiwan) Greek Portuguese (Br)
Catalan Hebrew Portuguese (Ptg)
Croatian Hindi Romanian
Czech Hungarian Russian
Danish Italian Serbian (Latin)
Dutch Japanese Slovak
English Kazakh Slovenian


AWARDS
Microsoft Dynamics CRM has been recognized for industry leadership and product quality numerous times.

• Nucleus ROI Awards, 2011: Top ROI – Data Reduction Systems

• Nucleus Research: CRM Technology Value Matrix, 2011: Best Usability

• Gartner 1:1 Excellence Award, 2011: Enterprise Efficiency Silver Winner – Jones Lang LaSalle

• Gartner CRM Excellence Award, 2010: Efficiency and Overall Winner – Mitsubishi Caterpillar Forklift Europe

• CRM Magazine Market Leader Award, 2009: Enterprise Suite CRM

• CRM Magazine Market Leader Award, 2009: Midmarket Suite CRM

• CRM Magazine Market Leader Award, 2009: Sales Force Automation

• CRM Magazine One to Watch Award, 2009: Business Intelligence

• Nucleus ROI Awards, 2009: Outstanding ROI – ISS Belgium

• CRM Magazine Elite Awards, 2009: Outstanding CRM Implementation – ISS Belgium

• CRM Magazine Elite Rewards, 2008: Outstanding CRM Implementation – Toledo Mud Hens

• CRM Magazine Elite Awards, 2008: Outstanding CRM Implementation – Vision Share

• Gartner 1:1 Excellence Award, 2008: Sales Optimization Gold Winner – Equinox Fitness Clubs

• Gartner 1:1 Excellence Award, 2008: Sales Optimization Silver Winner – The Linc Group

PRICING
We offer three flexible payment options:

• Credit card

• Invoice

• Volume licensing

For local pricing information, visit http://crm.dynamics.com/ and choose your country/language.
Different pricing is available to Microsoft volume licensing customers. Consult your Microsoft
partner or Microsoft account manager for more detailed information.

17 Microsoft Dynamics CRM Online Buyer’s Guide © 2011 Microsoft Corporation.

Microsoft Dynamics CRM online (Buyers Guide)

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