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Editor's Notes

• #8: SMALL BUSINESS:The Mole Clinic:Partner HostedHealthcare IndustryThe MOLE Clinic has assembled a team of the world’s best consulting dermatologists; each a professor with between 10 and 25 years experience. They log in to hosted Microsoft Dynamics CRM from hospitals and institutes around the world to diagnose the mole images. Nurses can also use the Microsoft Dynamics CRM laptop client to operate mobile clinics. They are trying to arrange a mobile clinic at Microsoft’s UK headquarters to coincide with the launch of Microsoft Dynamics CRM 4.0. Total Structures: Live CRMManufacturing IndustryMicrosoft DynamicsCRM leads the sales people through the process. It was a no-brainer to go with Microsoft Dynamics CRM because an increase in efficiency alone will more than make up for the costs. “We exhausted the limits of the manual systems we had in place and Microsoft Dynamics serves a vital role in substantially increasing the efficiency of our sales people.” Adrian Forbes-Black, Vice PresidentArab Telecom:On PremiseTelecommunications IndustryDue to the collaboration-supporting functionality of Microsoft Dynamics CRM, managers believe they can shorten their sales cycle to generate more sales. “Microsoft [Dynamics] CRM will be a key tool in helping us meet our sales, support and marketing growth objectives throughout the Middle East and Africa.” Shahad Ibrahim, Director of Sales and MarketingMIDMARKET:PAML: On PremiseHealthcare��Increased call center productivity. Integrating Microsoft Dynamics CRM with Microsoft Office Outlook messaging and PAML’s lab information system enables client service representatives to quickly answer questions about test results or the status of orders from within the CRM application, so PAML was able to accelerate response times and handle 15 percent more calls in its call center without hiring additional staff.Improved customer retention. Before Microsoft DynamicsCRM, PAML estimated 20 percent of customer churn in its largest region was because of poor customer service; that number has been reduced to zero. Because all employees ― not just client service staff ― have access to updated customer information, they can track problems more effectively and have reduced customer inquiry response time from three days to less than one day, increasing customer retention and retaining profits of more than $400,000 a year.��We’ve been able to provide our customers with same-day responses, reducing wait times that used to range up to three days. Rosalee Allan,Senior Vice President and Chief Operations Officer ��South African Tourism: On PremiseMedia & Entertainment IndustryThe solution’s multi-tenancy capabilities enable each of the agency’s three divisions to tailor their discrete data and processes to meet their unique challenges. And the multi-currency, multi-language features fit perfectly with the agency’s global operations. “Microsoft [Dynamics] CRM met the biggest burning desire for our organization. The need to organize, store and access customer data so that it becomes an institutional asset that we don’t lose when someone gets a job elsewhere.” Fiona Buckner, Manager of e-business.ENTERPRISE:Jones Lang LaSalleOn Premise – 900 + users growing to 3,000Professional Services IndustryJones Lang LaSalle switched from salesforce.com for a flexible standards-based global platform that works the way its people do.Jones Lang LaSalle is a global real estate leader with approximately 160 offices worldwide in over 50 countries.�� With 2006 revenue of more than $2.0 billion, the company provides comprehensive integrated real estate and investment management expertise on a local, regional and global level to owner, occupier and investor clients.By leveraging the deployment options available on Microsoft Dynamics CRM, Jones Lang LaSalle was able to begin its implementation rapidly with on-demand CRM, then move the deployment on-premise for complete flexibility and control.�� Using the hosted solution for demonstrations and initial customizations, JLL assembled a user group to provide feedback on functionality that would help prepare for the eventual on-site deployment. JLL was able to learn which features the sales force would actually want and use, and put together a robust set of requirements that met all user needs for the global deployment.��Maccabi Health Care Services On Premise – 1,200 usersIntegrated Healthcare IndustryMaccabi serves 1.7M members in Israel.�� MicrosoftDynamics CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center.�� The CRM system surfaces critical information from SAP and an AS400. ��Maccabi is a thought-leader in Customer Service in Israel.�� This CRM application really forms the center hub of all patient information including billing info, disease mgmt, records, health regimes, etc… Users that touch it range from front-line employees to back-office personnel. ��