Workflow is all about automating routine tasks. If you cannot afford to forget a certain event, a workflow can automate a reminder. If you want to run a satisfaction survey after completing a job, workflow can automate this for you.
Workflow in Microsoft Dynamics CRM is very powerful. An ex-SAP consultant at a training course remarked: "If SAP was tasked to create this workflow, it would have taken a senior consultant 3 months to do." The MS CRM training course allows 20 minutes for the workflow excercise.
You start a workflow when:
- A record is created
- A record's status changes
- A record is assigned to a different user
- A specific attribute (field) in a record changes, e.g. the last name of a Contact.
- A record is deleted.
Then, you can take several actions:
- Create a record
- Update a record
- Assign a record to a different users
- Send an email
- Change the status of a record
The actions can be based on various wait or trigger conditions, for example when a certain amount of time has elapsed after making a phone call.
How workflows can save you money
Workflows will save you an immense amount of time, while improving the quality of service given to a customer. Image the after sales experience, when a customer receives a well-worded email detailing the next steps… all completely automated. Be prepared to increase the number of customers you acquire before needing extra headcount.
Workflows are extremely powerful and relatively straight forward to implement. The caveat is that it takes careful planning, and will only be effective if you give due consideration to Process Design.
How to buy this service
We normally allocate consultancy time to review business processes. If you already have a CRM system and wish to review your business processes, please arrange for a complimentary meeting and feasibility assessment.