I have been working with Microsoft Dynamics CRM 3.0 for the last 8 months and have completed a roll out to my entire organization on January 31, 2007. We began with reviewing our current business needs against what our current home grown applicaiton was able to support; after a rather length business case to the President of our organization we were able to secure the funding to implement the Microsoft CRM tool. As it stands I am the primary contact for the tool establishing the baseline configuration and roll out on January 31, 2007. Our Infrastructure team will continue to manage the enviornment details and I will contine to provide expertise into the tool itself. I’m excited at this opportunity as its been an excellence experience for me and I have learned a great deal.

This message was sent to our company today by my manger David S., Director of Product Development and Marketing.

With the growth of DSI, Product Development has been working to upgrade and introduce new IT services for the staff. I am proud to announce the most recent service edition. Effective today, Microsoft Dynamics CRM 3.0 has been successfully released to our Product Help Desk staff. Microsoft CRM replaces the use of TaskTime for help desk support, documenting and tracking customer issues (called Cases) through to resolution. CRM 3.0 integrates with our current infrastructure, allowing for single-sign-on and the automatic tracking of support emails with the corresponding Case.

This is Phase 2 of the CRM rollout. In Phase 1, completed in October 2006, we introduced CRM by replacing the use of SalesForce.com for the Marketing and Sales staff. Proposed future phases (but not yet scheduled) include the potential use of CRM for tracking all support activity as well as product change requests. Many people were involved in the review, configuration, and rollout of CRM to the help desk. I would like to thank each of you for your efforts and offer special thanx and congratulations to Brad Law and Rick Short for this significant milestone.

The production Microsoft CRM can be accessed at http://crm.distributedinc.com. Information on CRM’s capabilities can be found at http://www.microsoft.com/dynamics/crm/product/overview.mspx. For questions or additional information, please feel free to contact Brad. Thanx.
David