21 Questions To Ask About

Microsoft Dynamics CRM Online

Microsoft

Dynamics

Implementing Microsoft Dynamics CRM Online

1. What is the Best Deployment Option, CRM Online or On-Premise?

This will depends on your organisation’s specific needs. In terms of licensing, CRM on-premise will typically

prove less expensive over the long term but this requires that you have IT infrastructure in place to manage

Dynamics on-site. By contrast, as a cloud service CRM Online requires less up-front cost and limited IT

infrastructure support and it will be deployed significantly quicker. Read a comparison between CRM Online

and On-Premise editions. During 2015-16, approximately 90% of the CRM projects implemented by Preact

were deployed in the cloud.

2. How Much Does It Cost To Implement Dynamics CRM Online?

Licensing costs for Dynamics CRM Online are easy enough to calculate. For most users the

Professional licence @ £40.50+VAT per user / month is recommended.

We need to define your requirements first and the CRM implementation approach that we advocate

will vary based on your own unique requirements.

A Quick Start Package is a fixed price engagement to complete the initial Dynamics CRM Online

deployment in typically 5-15 consultancy days. Beginning with high-level scoping consultancy as part

of a Quick Start package we will migrate your legacy data, customise CRM and deliver user training

to get you started. This package will deliver the initial phase of your CRM implementation to one or

more teams. In order to respond to user requests and assist with further customisation work we

strongly recommend a managed support agreement is put in place.

For requirements that include data migration from multiple data sources, 3rd party integration,

advanced customisation and proof of concept testing we will advocate a Scoping Led Approach.

This will commence with a scoping consultancy, to fully define your CRM requirement and the work

that will be carried out. After an on-site meeting we will deliver a Project Charter and a Statement of

Work for client approval that will confirm the total project cost. A scoping consultancy will often be

delivered over 5 days consisting of an on-site consultancy, report writing and a review session.

3. How Does CRM Work with Microsoft Outlook?

All Dynamics CRM Online user functions are accessible in Outlook.

Integration between CRM and Outlook ensures that all teams can

manage emails, schedule appointments, capture customer

discussions and much more in the familiar Outlook interface.

Microsoft Dynamics CRM and Outlook integration enables:

Automatic linking of Outlook emails to associated CRM records

Access to CRM end-user functions in Outlook

Open CRM records from any linked Outlook email

Personalise CRM views in Outlook

4. Is Microsoft Dynamics CRM

Online Easy to Customise?

Yes, though you will ultimately need to define

what is ‘easy’. CRM Online includes native

capabilities for advanced customisation that

allow for powerful workflows, new record

entities, bespoke record forms and role based

security through drag and drop, and point and

click controls.

Preact share specialist CRM technical insight

that empower users through user training and

consultancy to become self-sufficient and take

ownership of their Dynamics CRM system.

8. How is Dynamics CRM Online Accessed on

Smartphone & Tablet Devices?

Each licence of Microsoft Dynamics CRM Online includes

access via mobile and tablet apps at no additional cost

enabling users to do business anywhere.

Watch a demonstration of the latest Dynamics CRM mobile

experience and check which phone and tablet devices are

supported.

5. How Can I Use CRM Online for Email Marketing?

Microsoft Dynamics CRM connects with a variety of email marketing and marketing automation services

which track and report email recipient actions in CRM.

Preact work with dotmailer and Click Dimensions which both integrate with Microsoft Dynamics to schedule

campaigns and enable automated email nurture campaigns to be triggered from CRM.

6. How Does Microsoft Dynamics CRM Connect With Accounts & ERP Systems?

Dynamics CRM has the versatility to connect to numerous external data sources including accounts

applications and ERP platforms. Among the integrated systems that Preact has deployed we have connected

Microsoft Dynamics CRM with Sage 50, Sage 200, Microsoft AX and Microsoft Nav.

7. When Are CRM Updates Released?

Microsoft release two major Dynamics CRM Online update each year. Read a

summary of the most recent CRM releases.

Microsoft has a customer driven upgrade policy which enables CRM system

administrators to decide when to install Microsoft Dynamics CRM Online service

updates for their organization. This is subject to an update policy whereby

customers must be no more than one version behind the latest release. If not,

the next CRM release will become mandatory.

Licensing Microsoft Dynamics CRM Online

9. What Type of CRM Online Licenses Are Available?

There are 5 licence variations available for Microsoft Dynamics CRM Online.

Microsoft Dynamics CRM Online Enterprise

For marketing and customer service departments, Microsoft Dynamics CRM Online Enterprise provides

licensed users with access to all of the capabilities of Microsoft Dynamics CRM Online including

Microsoft Social Engagement Enterprise, Parature Enterprise functionality, and ability to create and

publish Voice of the Customer surveys.

Microsoft Dynamics CRM Online Professional

Access to CRM sales, service, and marketing capabilities and includes rights to Microsoft Social

Engagement Professional, Unified Service Desk, survey results, and Parature Knowledge Management.

Microsoft Dynamics CRM Online Basic

Designed for entry level CRM users who need only access to basic CRM functionality such as accounts,

contacts, leads, reporting and dashboards, Interactive Service Hub, and case management. This license is

also designed for business analysts who require reporting capabilities of Microsoft Dynamics CRM.

Microsoft Dynamics CRM Online Essential

Designed for users who are not necessarily tied to sales, services, or marketing functions but require

access to activities management, custom applications, accounts, contacts, and reading knowledge

articles.

Microsoft Dynamics Employee Self-Service

A cloud-based knowledge management solution that access to CRM knowledge posts, accounts and

contacts.

Download the official Microsoft Dynamics CRM Online licensing guide and read our post for a

comparison between these licence types including current pricing.

10. What Promotions Are On Offer?

Microsoft often make promotional offers on Dynamics CRM

Online licences combined with other cloud services, or for

existing Office 365 customers. Examples of current promotions

are shown here.

As a Microsoft partner, Preact know the promotions that are

currently available so are well placed to save you money when

you activate Microsoft Dynamics CRM Online.

11. What Extra Microsoft Services Are Available?

Microsoft offers additional services and software that work with

Microsoft Dynamics CRM Online, including Microsoft Social

Engagement, Microsoft Dynamics Marketing, Parature Knowledge,

Interactive Service Hub and Unified Service Desk. With the exception

of Unified Service Desk and Interactive Service Hub, these are

separate services that you can license independently or as part of

Microsoft Dynamics CRM Online.

12. How Am I Billed for CRM?

This will depend on how you activate your subscription to Microsoft Dynamics CRM Online.

Preact are an accredited partner for the Microsoft Cloud Solution Provider program which enables us to sell integrated offers

and invoice Microsoft cloud services in a single invoice. In addition to bundling the Dynamics CRM Online subscription with

our managed CRM service we can also combine billing for other subscriptions including Office 365, Microsoft Azure and

Power BI to give clients greater flexibility and access to potential discounts and promotions.

Our billing options include monthly Direct Debit, or payment in advance subject to a minimum of quarterly billing.

If Dynamics CRM Online is activated directly with Microsoft payment options are: Monthly / Annual Credit Card, Invoicing

(subject to acceptance by Microsoft) and adding CRM Online onto an existing Volume Licence / Enterprise Agreement.

13. Can I Subsequently Switch to the On-Premise CRM Edition?

Microsoft offers the flexibility for Dynamics CRM Online customers to move to the on-

premise edition of Microsoft Dynamics CRM.

You would firstly need to install Dynamics CRM in an environment that meets Microsoft’s

technical specifications. Once complete you would need to request a back-up of the

Dynamics CRM Online instance which will be provided as a SQL file which can be restored to

your SQL server to include all data and customisations.

In order to use Dynamics CRM from a tablet or phone app, or view CRM data outside your

firewall without utilising a VPN connection, Active Directory Federated Services (ADFS) must

be set up on your domain to enable access.

My CRM Data

14. How Secure Is My Data?

Microsoft has gone to great lengths to make Dynamics CRM

Online the most secure cloud service available.

CRM Online maintains compliance with leading data protection

and privacy laws applicable to cloud services and its country-

specific standards and contractual commitments include EU

Model Clauses and UK G-Cloud, ISO 27001, EU Safe Harbor

compliant and is registered as part of the Cloud Security Alliance

Security, Trust & Assurance Registry. Read more at the Microsoft

Dynamics CRM Trust Center.

The security model in Dynamics CRM Online protects data

integrity and privacy in your organisation. This includes role based

security profiles to categorise users and teams enabling only the

levels of information needed to do their jobs. Access is prevented

to functionality, information, records and other resources that an

individual does not own or if permission is not granted.

15. How Much Data Storage Do I Get?

Each Microsoft Dynamics CRM Online database includes 5 GB

storage capacity that is shared by all users.

For every increment of 20 x Professional CRM user licences, the

cloud storage capacity will increase by 2.5 GB, up to a

maximum of 50 GB. Additional storage can be purchased at an

incremental cost per 1 GB.

16. Where Will My Data Be Stored?

Microsoft has a regionalized data centre strategy.

The country or region in which your administrator

completes the initial setup of the service will

determine the primary storage location for your

data.

As a standard policy, Microsoft does not disclose

the precise location of its data centres. Microsoft

operates between 10 and 100 data centres

located around the world. Its EU locations include

Dublin and Amsterdam.

In November 2015, Microsoft announced a $2bn

investment in cloud infrastructure that will include

a new UK-based CRM data centre which is

expected to come online late-2016 / early-2017.

17. Do I Receive a Non-

Production CRM Instance?

Each Dynamics CRM customer registration

includes one CRM production instance. One

non-production CRM Online instance is

included at no additional cost for

subscriptions with 25 or more Professional

user licences. Additional production and non-

production licences can be purchased for an

add-on cost.

Getting CRM Help

18. What CRM Support Options Are Available?

Every CRM Online customer has access to online tutorials, videos, guides and

community forums through the self-help portal. CRM administrators can also log

break/fix support requests directly with Microsoft for next business day response.

The Microsoft Partner and user community is vast and there are numerous blogs and

other resources focused on Microsoft Dynamics CRM.

It is critical that the ongoing maintenance, support and continual improvement of

Microsoft Dynamics is well managed giving users the best possible experience. Preact

offers a managed service which provides instant access to our team of CRM experts

for administrative help, system customisation, user training, database development,

report design and data migration to answer user questions, carry out new CRM

requests and resolve issues.

This annual agreement adapts to individual requirements and budgets enabling

organisations to choose how many consultancy hours are needed enabling this time

to be allocated to new CRM tasks on-demand throughout the year. Learn more about

our Dynamics CRM support

19. What CRM Training Resources Are Available?

The Microsoft CRM Help & Training portal contains a wealth of free resources

to support all CRM users through PDF guides, eBooks, demonstration videos,

user adoption kits and other material.

Preact deliver CRM training for users all skill levels and job roles. Read more

detail about our training and our suggested courses.

20. Are Non-Profit Discounts Available?

Many charities and not-for-profit organisations are entitled to Microsoft

volume discounts on licensing for Microsoft Dynamics CRM Online as well

as Office 365, Windows 10 and other Microsoft solutions.

To apply for Microsoft non-profit pricing follow the instructions here.

21. Why Should I Partner With Preact?

Microsoft Dynamics CRM Online customers are served by a huge worldwide partner

community.

Preact don’t claim to be the biggest partner but we offer a proven track record of

helping business of all sizes achieve outstanding CRM success for over 20 years. We

could reel off our long list of our many CRM accreditations but we think you’ll be more

interested to know that you’ll be working with an established partner that is committed

to helping you achieve immediate and long lasting results with CRM.

We are proud to work with prestigious organisations including Mencap, John Lewis,

Ryman, Warburtons, Hearing Dogs for Deaf People and Bristol Airport and we hope to

assist your business achieve your CRM goals.

Learn more about our approach and our company values and contact us to discuss your

CRM requirements.

www.preact.co.uk

sales@preact.co.uk

Tel: 0800 381 1000

+44(0)1628 661 810