2014 — Microsoft (Thailand) Limited announces the availability of Microsoft Dynamics CRM Online, the cloud-based version of its leading customer relationship management business solution. With Microsoft Dynamics CRM Online, businesses will be able to leverage insights from customer behavioral analysis and be able to adapt quickly to evolving customer needs and demands in this digital age.
Microsoft Dynamic CRM + MGC
November 28, 2014
Microsoft (Thailand) Limited, led by Apisit Kuparatana, Business Solutions Lead, Microsoft Dynamics ERP & CRM (second from right), recently launched Dynamics CRM Online, the cloud-based version of its leading customer relationship management business solution. The announcement was joined by Chatvithai Tantraporn, Deputy Managing Director, Millionaire Auto Sales & Services (Thailand), Master Group Corporation (Asia) (far right). MGC is one of the customers who have successfully utilized Microsoft Dynamics CRM to deliver superior customer service.
Master Group Corporation (Asia) or MGC is a leading provider of premium automotive retail and related services. Renowned automotive brands managed by MGC include Rolls-Royce, BMW, MINI and Aston Martin. Millennium Auto, one of MGC’s business units, enjoys great success in Thailand. In order to sustain its business growth and success, effective customer relationship management is critical to retain its premium and high net worth segments of customers. With this in mind, MGC has chosen Microsoft Dynamics CRM to operate its CRM system for all its business units since 2011. Deployment of the solution has seen greater synergy between the marketing and sales teams at MGC, driving more relevant and effective interactions with each of their customers in the premium segment of automotive retail industry.
The deployment of Microsoft Dynamics CRM at MGC saw a centralized depository of customer information from four different processes namely:
Customer prospecting, customer interactions and channel of interactions (e.g. phone, postal and e-mails, events, text messages and web portal)
Transactions such as sales service (e.g. warranty cases) and roadside assistance (e.g. vehicle breakdown cases)
Master data such as address and vehicle information
Dealer organization which represents data exchange and information via the dealership management system
The information extracted from the processes above would then be fed towards three fields which include:
Customer Contact and Complaint Management where inquiries, complaints, requests for and feedback from test drives, vehicle maintenance are managed
Relationship Marketing where communication campaigns are managed
Customer Data Management where the organization store and track their customer information
In a move to support its rapid growth in Thailand and Southeast Asia, MGC revealed that the organization will soon be deploying Microsoft Dynamics CRM Online for its business. Microsoft Dynamics CRM Online will provide MGC with a cloud-based productivity platform with a familiar interface similar to its on-premise Microsoft Dynamics CRM solution, while providing users with the flexibility they need. Users of Microsoft Dynamics CRM Online at MGC will be able to access CRM information securely from any device and location. In this cloud-based version, Microsoft offers a social listening service to give businesses the ability to put in place the right CRM strategies by measuring sentiment across a wide array of social channels. It also allows users to track product, brand, competitor and campaigns globally and in real time to gain true understanding of their customers and their business across the social media space. Microsoft Dynamics CRM Online also continues to deepen its interoperability with Microsoft’s leading productivity applications such as Office 365, Yammer, Lync, Skype, SharePoint, and Power BI for Office 365
Microsoft Dynamics CRM has enabled MGC to unify how and where it stores customer data, providing a single view of customer information and manage customer journey through both sales and service transactions. Sales and marketing teams leverage business intelligence derived from the solution to better understand the impact of their campaigns on customers. Salespersons are then able to tailor and provide more personalized experiences to each of their customers while the Marketing professionals are able to plan and execute their marketing campaigns more effectively, and track the impact of these campaigns in collaboration with the sales teams. The collaboration translates into reduced costs and increased profitability for the organization, and increased customer satisfaction and loyalty in the sales, marketing and customer service fields.
Apisit Kuparatana, Business Solutions Lead, Microsoft Dynamics ERP & CRM, Microsoft Thailand said, “As customers’ needs constantly evolve in this digital age, businesses recognize how critical it is for their sales and marketing teams to be more unified to deliver amazing customer experiences– our business solution enables salespersons and marketing professionals to leverage shared insights and knowledge; and empowers businesses to identify and match customer needs, be best prepared to engage on the customer’s terms, and nurtures customer engagement and loyalty. This is where Microsoft Dynamics CRM Online comes in, a cloud-based productivity platform with a familiar interface similar to its on-premise version, while providing users with the flexibility they need. Users of Microsoft Dynamics CRM Online will be able to access CRM information securely from any device and location.”
Tantraporn, Deputy Managing Director, Millionaire Auto Sales & Services (Thailand), Master Group Corporation (Asia) said, “Our goal is to be one of the leading auto retailers in Thailand and to do this, we have been preparing ourselves for change in various areas including raising the efficiency and potential of our customer relationship management system. We have i24 as one of our business units that provide information services and administrate our CRM system. The heart of MGC’s business is the customer. The use of Microsoft Dynamics CRM as an essential tool in our daily customer interactions has enabled us to leverage insights from customer behavioral analysis to better understand and adapt to evolving customer needs and demands. This has raised our core competitive competency as a customer-centric business and in turn, prepares the organization better for the integration of the ASEAN Economic Community (AEC) come 2015.”
MGC has seven core businesses which include new and used car sales, car rental, after-market service, insurance brokerage, information services (i24) and personal development and training (Master Automotive Centre). Under MGC’s dealership business, it includes Millennium Auto (MA) which manages BMW and MINI automobile dealerships; Millionaire Auto Sales & Services (Thailand) or MAS that operates Rolls-Royce Motor Cars Bangkok; Pattanakarn Honda Automobile (PHA) that manages the Honda dealership; Heritage Motor Sales & Services (Thailand) that operates Aston Martin Bangkok; and Yokohama Motor that operates the Nissan brand in Yaowarat.
Microsoft’s Dynamics CRM business now serves over 4 million users and nearly 40,000 customers, after 38 consecutive quarters of double-digit growth. Last year, leading IT analyst firm Gartner positioned Microsoft Dynamics CRM in the Leaders Quadrant of the 2013 Magic Quadrant for Sales Force Automation based on its completeness of vision and ability to execute.
Since its availability in Thailand in November 2014, Microsoft Dynamics CRM Online is now empowering the businesses of several local enterprises and organizations. For more information, please contact the Microsoft Thailand Dynamics team at 02-257-2910 or email: [email protected]
About Microsoft Dynamics
At the heart of every successful business are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling businesses to rapidly deploy and be forward-looking in an ever-changing world.
About Microsoft Thailand
Established in 1993, Microsoft (Thailand) Limited aims to Make 70 Million Lives Better by enabling Thai people and businesses to realize their full potential through technology that transforms the way people work, play, and communicate. We offer software, services, and devices that deliver new opportunities, greater convenience, and enhanced value to people’s lives. Working with communities and the Thai government, Microsoft and its partners are committed to working closely with organizations and people across Thailand to fully harness the power of technology and innovation.
Note to editors: If you are interested in viewing additional information on Microsoft, please visit the Microsoft (Thailand) website at http://www.microsoft.com/thailand, or keep track of the latest updates through the Microsoft Thailand News Center (http://www.microsoft.com/apac/news/thailand/default.aspx) and Twitter (@MicrosoftTH).
For more information, press only:
Pornravee Suramool or Wichayakorn Jarubundit
Hill+Knowlton Strategies Thailand
Tel: 0-2627-3501 ext. 110, 105 or 081-735-9213, 086-505-9010