DDS SaaS CRM – Overview

The Customer Relationship Management (CRM) Service is based on a multi-tenanted implementation of the Microsoft Dynamics CRM 2011 platform, security accredited and optimised for Government use by DDS. DDS provides a solution designed to amplify user adoption, help organisations discover new business insights, and fuel business productivity across the entire business network.  It is designed to meet the most comprehensive set of CRM needs within your own IT environment.

The use of Microsoft Dynamics CRM 2011 delivers the unparalleled flexibility, security, and scalability needed to manage crucial relationships, guide everyday interactions, optimise business processes, and deliver real-time business intelligence for every system user.

The standard solution provided by DDS

  • Offers a better end-user experience through tight integration with Microsoft Office products.
  • Uses existing investment in Microsoft technologies which enables users to integrate with Microsoft Outlook, Microsoft Office products and SharePoint.
  • Offers simple and straightforward licensing and pricing.
  • Includes a highly configurable and extensible development framework which enables organisations to tailor CRM to meet requirements that extend beyond sales, marketing and customer service (for example, to provide a
    case management system or an HR system)

Some of the key customisation capabilities in within the standard CRM solution include:

  • Point-and-click customisation interface for forms, fields, system views, dashboards, and charts.
  • Web service interfaces to help simplify integration with external systems and applications.
  • User interface customisation tools that allow customers to streamline the system to meet their specific needs.
  • Workflow engine and web-based workflow rule designer to automate business processes.
  • Integration with the .NET development framework to enable development of custom .NET assemblies to execute complex business logic (note this may be subject to security accreditation)

System administration of the CRM solution is provided in a similar manner to the DDS Collaboration Service. Each CRM site will have its own Site Administrator nominated by DDS when the site is leased; that role is responsible for nominating users who use the site and day to day management of the CRM service.

DRS recognises that organisations may not be familiar with Microsoft CRM 2011 and is pleased to offer service options to identify the precise CRM tailoring requirement and implement CRM within your organisation.