CRM (Customer Relationship Management)

Typically, CRM is thought as Customer Relationship Management. At Infusion, we prefer a different definition: XRM.

Simply put, X is the variable that is most important to you. It could represent employees, partners, suppliers, constituents, citizens and yes, even customers. Ultimately, CRM is a total relationship management system and Infusion is your CRM specialist. As a Certified Dynamics CRM firm, we have deep experience in all levels of design and implementation. That combined with deep subject matter expertise in Financial Services, Retail, Public Sector, Travel, Hospitality, Pharmaceuticals and Healthcare makes us your choice for CRM delivery that advances your business.

With the latest release of Microsoft Dynamics CRM 4.0 and its rich SDK, Microsoft delivered a powerful platform to build scalable business applications that, to protect your investment, integrate well with other Microsoft core products such as SharePoint Office Server, Exchange Server, SQL Server, Active Directory and PerformancePoint Server. CRM sits seamlessly within Outlook and works transparently with Microsoft Office, resulting in highly intuitive applications that your employees and key stakeholders will be instantly familiar with. With the power of Microsoft Dynamics CRM 4.0, we will help you drive adoption to levels rarely seen before for your typical CRM application, while at the same time reducing user-training efforts.

There are four aspects to our CRM services:

• Marketing and Stakeholder communications – CRM is your one-stop tool, for planning, forecasting, accruing, executing and ultimately reporting marketing and communications campaigns. That’s the function. The effects are much deeper. With real-time reporting and data visualization metrics, our CRM solutions enable efficient campaign delivery that allows your message to get its maximum impact with your consumer. Whether marketing a product or delivering a public service campaign for government, our CRM solutions provide the essential component.


• Sales – CRM in sales is customized collaboration, designed to match the changing nature of your industry. Direct your sales your way, managing leads at all stages, along with a full suite of reporting capabilities. Share important leads and account status with colleagues in a team-selling situation or communicate activity and status to all necessary stakeholders. CRM also integrates directly with Microsoft Outlook, allowing powerful account management tools in a highly familiar and intuitive environment.


• Services (Case Management) – In a service environment, there is one immutable truth: the customer is always right. This truth transcends across multiple verticals including the public sector. CRM Services allows for efficient and transparent service management at every step of the way. Take the example of a constituent complaint to their municipal government. The moment it is filed, the complaint becomes “red-hot” and does not lose this status until fully resolved. During the resolution process, the status can be accessed and monitored by a variety of stakeholders including the city’s Mayor, Civil Servants and the constituent.

• Services (Resource Scheduling) – In a service oriented business, people are an organizations greatest resource. Infusion’s Service CRM solutions provide a customized solution to allocate and track all types of resources needed to fulfill a work order or a service, including human resources. CRM streamlines all the necessary data into one seamless suite. No longer are multiple data sources needed to track, allocate and bill for services rendered. Through a combination of customized features, Infusion can build a CRM experience that addresses your greatest business challenges.

Infusion is your partner to create CRM solutions truly aligned with your business model, extended far beyond the traditional boundaries of Marketing, Sales and Service. Eliminate information stovepipes, streamline inefficient processes, promote collaboration and data transparency, all with the amazing customization capabilities of Dynamics CRM, a solution that is an Application Platform more than a pre-packaged product.

For more information contact:
Alberto Gemin
Account Manager: CRM & SLG |1-646-509-6399 | agemin@infusion.com.