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Using Microsoft CRM with an outsourced telemarketing firm

If you’ve ever thought of using an outside telemarketing firm to do some prospect calling for you Microsoft CRM makes this very easy and measurable. The Microsoft CRM security and customization model allow you to give your outside workers access to only the data you want them to see. Further, the ability to have different CRM forms for different security roles make it easy to give outside workers a streamlined user experience.

We’re currently working with an outside firm so I thought I’d share how we’ve set things up.

First, we created a new CRM business unit so we can assign certain account records to that business unit and then place the outside workers in that business unit. We named the business unit after the firm we are working with…

When we created the business unit Microsoft CRM automatically creates a default team for it. We used this to assign accounts over to the outside firm for research and calling…

And then we added the outside workers to this business unit…

And gave the outside workers a security role that provides access only to entities in this business unit…

Now, when we assign account records to the CRM team created by this business unit the outside workers can access only those account records

Now that we have isolated a set of account records for our outside workers to research and call we want to make their user experience simple. So, we create a special account form just for them…

This form has fewer fields than the standard account form so the outside workers see only what they need to see when researching and calling accounts. In addition, we created several custom fields so the researchers can document the status of the account, where the information came from, etc…

We also added custom fields and a custom form to the contact entity so that our outside researchers can add contacts for each account and then call those contacts…

When each call is complete the outside caller can quickly and easily send a ClickDimensions email using a simple customization that takes advantage of our ability to send trackable and personal emails using CRM workflow

With each call the outside worker will create an activity record to show the outcome of the call. We use a series of statues so we can pull all the activities into a list and monitor how the calls are going…

With CRM’s advanced find and filter tools it is now easy to see how many contacts have been added, how many accounts have been contacted, how many calls have resulted in interactions and how many leads have been passed to the sales team. By having the outside firm working directly inside our CRM we know that we are capturing all the information directly without complex import/export processes. Nothing is lost and we can easily measure how effective the initiative is for us. Happy marketing!

About the Author:

mm
The ClickDimensions marketing team is committed to helping marketers using Microsoft Dynamics 365 achieve their goals.

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