CRM 2015 - What's New?

Sales hierarchies that visualise your data 

Microsoft Dynamics CRM 2015 enables users to visualise account, product and user information in hierarchical charts. You can use the information blocks in the chart to navigate to the information you are interested in. For example, from accounts, you can see overall account revenue, understand where opportunities come from, who works on the accounts and the latest activity posts.

From the hierarchical view for products, you can see all the products available to sell, and how they're related in bundles or families. Salespeople can avoid missing a potential sale, because they can see all related products in one view. From the hierarchical view for users, you can find out who another team member's boss is, or who else is on their team, without switching to another app. Hierarchical views are also available on mobile, and are likely to extend to other areas of data.

Business processes can now “branch” to different steps based on rules and conditions 

Microsoft Dynamics CRM 2015 business processes let you take a different “branch” based on things like the person's budget, the type of products the person buys, and other conditions. This is guided behaviour that assists the seller, drives them to the desired outcome and ensures there is no guess work. The example below shows how a qualification stage can branch in two directions – one for products; the other for services.

Improvements to Product Selling 

Microsoft Dynamics CRM 2015 supports product bundling to encourage larger sales. Examples include pairing a top-selling product with a less popular one and special discounts on bundled products. The solution offers tailored pricelists based on sales territory or customer segment, and this includes product catalog localisation. Further to this, sales people can visualise products and product bundles in hierarchical charts, and see suggestions for cross and up selling.

Improved CRM for tablets 

Microsoft Dynamics CRM 2015 for tablets helps you stay connected and productive whilst on the move. Use a range of devices to keep track of your customer information, even when you are out of the office. CRM for tablets now includes role-tailored dashboards and analytics, personalised home pages, hierarchical navigation and improved offline capabilities. New, offline drafts can be created and changed synchronised when the user does connect.

Quick create of Contacts within Opportunities 

In Microsoft Dynamics CRM 2015, sales people can add a new opportunity to CRM by using the Create command on the navigation bar, and also create a new contact at the same time. In previous releases, the salesperson needed to create the contact before using the Quick Create command to add an opportunity.

Case Management SLA progression

Microsoft Dynamics CRM 2013 introduced the new case management features which allowed users to use SLA timers and customer entitlements to improve customer service levels. Through dynamic routing and queuing rules, service representatives can support their SLAs and achieve service desk efficiencies. Practical tools such as the merging of duplicate cases, or creating parent/child relationships were part of this release – Microsoft Dynamics CRM 2015 goes further. Service staff can now pause and resume SLA clocks and also track the time in specific statues to ensure SLAs are met.

Other great stuff…

Microsoft Social Listening is now available for on-premise CRM systems 

With this release, you can access Microsoft Social Listening from within Microsoft Dynamics CRM, whether your organisation uses Microsoft Dynamics CRM Online or CRM 2015 (on-premises). 

What is Microsoft Social Listening?

The CRM Basics guide for new users

Microsoft Dynamics CRM 2015 is bolstering end users by providing a CRM Basics guide that works even if your system is customised. In friendly, bite-sized servings that are never any longer than a single page, the new CRM Basics guide helps new users learn how to get around the system using tiles, enter customer data, search for records, keep track of interactions with customers by adding notes and tasks, stay on top of their progress with dashboards – and more. 

Simpler configuration of the Outlook Client 

The new Microsoft Dynamics CRM 2015 Outlook Configuration Wizard has been redesigned for ease of use. Not only is the configuration process easier, but adding and managing multiple CRM organisations is simple. What’s more if you're an administrator, you'll appreciate new security features like multi-factor authentication. 

Synchronise more information between CRM and Outlook 

Using Microsoft Dynamics CRM 2015, those usine CRM for Outlook as their centralised information hub can synch more types of information now, including: 

  • Additional contacts and tasks fields
  • Assigned tasks 
  • Appointment attachments 

Users can easily view the fields that are synchronised, which provides confidence about where the data comes from and how it's shared, and if you're an administrator, you can configure field synch direction to control exactly how data is managed. 

Business rules move forwards 

Microsoft Dynamics CRM 2015 business rules can be written once and executed everywhere – rules can execute on changes made through the CRM client or on the server. These rules use richer business logic, for example, "If…Else If ….Else" therefore supporting more complex behaviours. The new rule functionality can also support default values and behaviours ensuring records are as simple as possible to complete; encouraging maximum end user adoption. In addition to this, the business rules editor has been improved. 

Calculated and rollup fields, made simple 

In Microsoft Dynamics CRM 2015, there is no need to write code for calculated fields. You can define a calculated field to contain results using simple math operators, and conditional operations, for example, greater than, if-else and so on. Furthermore, Microsoft Dynamics CRM 2015 can rollup field values from related records, for example, the total revenue of opportunities against an account.

“We have reduced costs by moving to Microsoft Dynamics, and yet maintained the quality of our service. GAP is very good at working to deadlines, budgets and getting the job done.”
Tim Lancaster, Transition Director, Carbon Trust