Dynamics CRM - Process and Forms for Telesales project

The Company is introducing a telesales team and wants to map related processes into the CRM to support the work. As much OTB features as possible should be used. The key idea would be to define a marketing group of target accounts that will be part of the campaign and then work with - very efficient forms / processes - for calling such customers and logging the outcome and defining follow-up calls. The process / forms should be defined / documented and a dashboard created for the overall status of the campaigns for management as well as for the Telesales staff. Background: The company is using Dynamics 365 in a Basic Setup with approximately 40 users, including 15 Sales Staff. Only Accounts, Contacts and Opportunities are used, where the forms are customized as per our requirements. No major scripts / workflows / processes are in place except one automated update of opportunity information. A staging environment is available and access will be granted for the development after the process is discussed / defined. Requirements • Extensive knowledge and experience on supporting and customizing Dynamics 365, with focus on the Marketing module. Scope of work * Initial meetings with Senior Marketing Management Team (remote / video) * Gather and document any Dynamics customization requirement’s towards the goal * Implement and test all/any customization in staging environment’s * Provide support on usage of the out of the box + customized solution, conduct remote meetings with Senior Marketing Manager Team and Internal IT as required Out of Scope * Provisioning of Dynamics 365 and/or staging environment * Deployment of customized solutions into production environment * End user support * On site presence. Meetings and support can be provided remotely