Microsoft Dynamics CRM offers customers a strong ROI. A recent Microsoft-commissioned study by Forrester, “The Total Economic Impact of Microsoft Dynamics CRM 2011,” found that a 2,000-employee composite organisation with an initial deployment of 50 users would experience a three-year, risk-adjusted ROI of 243% over a payback period of 4.1 months, as well as streamlined processes and operations leading to lower cost of sales, marketing cost savings and productivity savings.
Overall this study concludes that the composite organisation achieved a three-year NPV of U.S. $665,086 as a result of deploying Microsoft Dynamics CRM 2011 for an initial team
of 50 users. The payback period was over four months with an average NPV per user of $13,302 over three years.
The composite organisation achieved the following benefits that represent those experienced by the interviewed companies:
- Increased sales productivity of 5% with the ease of use of Microsoft Dynamics CRM software and integration with Outlook leading to higher adoption, improved opportunity and lead tracking and routing, and a more accurate picture of its sales pipeline. The interviewed companies improved their sales reporting and better managed their customer database and achieved faster and more efficient processes for sales
- Customer service productivity savings from a better UI and documented processes. The composite organisation avoided hiring 1.5 full time equivalents (FTE) for its 10-person customer service team even as its division grew. Customer service agents improved issue resolution as new processes were implemented, and agents had access to all the customer information they needed to resolve cases quickly and with precision.
- Streamlined processes and operations leading to lower cost of sales as Microsoft Dynamics CRM enabled the composite organisation’s technical consultants to shorten time spent on the proposal process by 10%. The interviewed organisations saw process improvements for their account management, engineering, order taking, and project delivery teams, which led to lower operational costs and improved customer responsiveness.
- Acceleration of sales conversion cycle by 50 percent and corresponding revenue gain as teams worked better together across different business systems, processes, and geographies.
- Marketing cost savings of more than $200,000 (risk-adjusted over three years) due to more real-time insights and improved campaign management from better analytics.
o Productivity savings of 16 man-hours per month due to the better reporting tools in Microsoft Dynamics CRM with data consolidation, reporting automation, and richer dashboard capabilities.
- Improved customer service delivery with quicker response times, dialog boxes, and segmented levels of customer service through insights from Microsoft Dynamics CRM.
o Improved cross-sell collaboration within sales and customer service teams by providing access to reporting tools and other collaboration software such as Microsoft SharePoint® Server 2010.
- Lower costs and effort to customize the solution to unique requirements, including extended CRM scenarios.
- Ease of integration with other business technology systems, improving process efficiencies.
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