How to Use Microsoft Dynamics CRM for an ITC

ITC = Information Technology Consulting Firm

So you already own Microsoft Dynamics CRM (partners get it in their action pack) and you want to automate your business. Here is how you track time and service in Microsoft Dynamics CRM.

1) As a service is needed  you go into MS Dynamics CRM, Choose the Account and Create a new CASE (you can rename CASE to TICKET easily with configuration if you prefer).

This case is the big picture bucket for all work that will be preformed to resolve a problem or complete a service.

2) Create open Activities that need to be done to complete the service/problem/case and assign these to the case. These can include an appointment to visit the client, a task to research the problem, an e-mail to request more details or a service activity to assign and schedule resources or a phone call.

3) Do the work. As you complete each activity, mark that activity completed, make notes and assign the duration.

4) Once the case is completed - RESOLVE the case  - This will role up total time from all closed associated activites.

5) Using the Dynamic Excel Spreadsheet feature of MS Dynamics CRM on completed activities you can actually have a report of total time by client/case/date/etc.

Why are Microsoft Partners not using Microsoft Dynamics CRM for their Professional Service Automation?

1) They are being reactive as opposed to pro-active. Tracking time in Microsoft Dynamics CRM in a reactive manner is painful. There are just too many steps. If partners can be pro-active then cases can be created, resources assigned and processes automated easily.

Comments

[David Schild]

Thanks for writing this. I tried getting the same information from Microsoft and they were making the process sound very difficult. What you have written looks easy, and works well for us.