Although a recent iStart report found that most Enterprise Resource Planning (ERP) vendors believed an integrated ERP suite (including accounts, HR, procurement, manufacturing etc) is the way ahead for businesses, the fact remains that the bulk of New Zealand businesses have no ERP system at all. In terms of CRM systems, Microsoft Business Solutions' Paul Muckleston says 85% of businesses in New Zealand with 10 staff or more have no CRM system at all - a market size he estimates to be around 30,000 businesses.

And it's into this almost entirely untapped SME market that the recently launch Microsoft CRM 1.2 is squarely aimed. The system provides users with an intuitive interface tightly integrated with applications they already know. For example, sales and service representatives can work from within Microsoft Outlook to access comprehensive customer or incident histories, view product and sales literature, track customer related tasks and appointments, and manage contacts.

The launch of Microsoft CRM does not mean the company will be abandoning the CRM component of existing Microsoft Business Solutions' ERP products Axapta and Navision, says Muckleston, as Microsoft has made a commitment to update and evolve those products through to 2013.

The difference is, he says, that Microsoft purchased Axapta and Navision from other companies, whereas Microsoft CRM 1.2 has been built designed specifically for small to mid-sized businesses and built from scratch on the Microsoft .NET framework. Early adopters here include Glovers Foods, New Horizons Computer Learning Centre, Whitecliffe College of Arts and Design, and Zeacom Ltd.
 
10 partner organisations are currently reselling the product. Microsoft CRM solutions specialist Charlie Wood says since December 2003, more than 150 people have attended Microsoft CRM hands-on labs and installation courses delivered by Auldhouse Computer Training in Auckland, Wellington and Christchurch. "Several partners are also in the process of becoming Microsoft CRM Certified Software Advisors," he says, "which will give them access to greater revenue opportunities in the long-term."

Microsoft CRM is available in Sales and Customer Service Modules, with Standard and Professional level user licenses available for each module. Full packaged product pricing starts at a recommended retail price of NZ$791 per user for Sales Standard, and $1,853 for the Sales Module for the server. Prices include one year of maintenance.

April 2004

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Microsoft Business Solutions'
Paul Muckleston