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Microsoft Dynamics CRM 3.0

The Microsoft Dynamics CRM practice at HCL is focused on providing solutions that help customers to achieve greater flexibility and operational efficiency in dealing with their customers. HCL’s service offerings span across the life-cycle of a CRM engagement starting with the Consulting in the Pre-CRM phase to Package Selection, Implementation and Post CRM implementation, Application Maintenance and upgrades.

CRM Services Spectrum

Microsoft Dynamics CRM 3.0 is Microsoft's top CRM product for Enterprise customers. Microsoft evangelizes on "Tight Integration with Outlook", "Easy Usability" and "Over 80% Out of the box functionality”.

HCL's Dynamics group believes that the CRM world is at point of inflexion in the war between "On Premise CRM Models" and "Hosted CRM Software". HCL believes that saddling both these diverse worlds of software would enable a product to win the CRM product race.

Microsoft in its quest of creating new software models has created a product that can be used both as an "On Premise Software" and a "Hosted CRM software". This in turn has made the product a winner.

The Microsoft CRM 3.0 product has grown in market acceptance across the world at over 100% for 3 consecutive years. This has happened because of

  • Focus on Office/Outlook as the design center for CRM
    • Put CRM capabilities into a more familiar and usable context
  • Focus on reducing time and cost in CRM deployments
    • Simplify installation, integration, customization, upgrades, etc
  • Focus on providing customers the Power of Choice
    • Enable choice of deployment models (on-premises and/or hosted)
    • Enable choice of licensing models (perpetual, subscription)
    • Enable choice of customer experience (Microsoft Office Outlook, Web Browser, Mobile Clients)

HCL to address this large market opportunity has dedicated hundreds of consultants to deliver IT and professional services around MS CRM 3.0

HCL’s CRM group focuses on services ranging from Greenfield implementations to Niche Vertical Solution for Retail and Insurance.

The Practice apart from providing plain vanilla IT services around the MS CRM 3.0 product has invested into building vertical solutions for the Retail, BFSI and Gaming Verticals.


A Dynamics CRM powered application for managing the relationship lifecycle and customer loyalty in a Retail organization. This unique solution captures the essence of loyalty based transaction oriented systems alongside the critically important customer relationship management functionality. The EmpoweRetail solution is a highly scalable Customer Relationship Management framework with 4-dimensional data analysis visibility across time horizon, customer segments, stores & product hierarchies. It supports data exchange in real time with POS/Store systems through web services. The solution also provides in depth loyalty program creation & management there by empowering the business to develop and nurture customer loyalty.

Empower Interface layer


FinEdge is a Microsoft Dynamics CRM-based solution that enables insurance, corporate banking and wealth management institutions to deliver improved customers interfaces, while also providing enhanced policy administration and deeper insight into consumer behavior. Providing a holistic view of customers, FinEdge enables greater customer retention and loyalty management, helping financial institutions effectively up- and cross-sell their products.

FinEdge Functional Blocks


GamEdge is a Microsoft Dynamics CRM-based Patron Loyalty Management solution focused on the Gaming Casino Industry. This is a scalable patron relationship management solution adaptable to both centralized and decentralized database architectures. Business Analytics is native to GamEdge architecture, with provisions for enhancement. It has highly configurable business rules that can be tailored to specific implementation needs. This solution promises a lower TCO owing to a short implementation timeframe, affordable application hardware coupled with lower maintenance, easy upgradeability and low training.

GamEdge: patron loyalty management solution diagram


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