Link Development Enables Social Media CRM: Connects Microsoft Dynamics CRM to Facebook

15 Oct, 2008

Founded in 1996 as a subsidiary of the Egyptian company LINKdotNET, LINK Development‘s Facebook Dynamics CRM Connector, is a new application to enable companies to communicate with and handle queries from customers through Facebook.

As facebook has reached more than 100 million members worldwide including millions in the Arab world, now companies can use ‘Facebook connector’ to harness the power of both social media and CRM, engage with their customers and provide the promise of anywhere customer service.  

This application can be considered part of the enterprise move to Web 2.0 or to the Enterprise 2.0 trend, and it offers facebook more usable business capabilities than its current vision of becoming a consumer online OS (Operating System).

Using the connector customers will be able to submit tickets, suggestions, inquiries and complaints directly through Facebook. They can follow up on them and their progress. Customers will also be able to access their profiles and view a history of their submitted cases and interactions with the company as well. While Companies will able to define their target clients through profile segmentation in Microsoft Dynamics CRM & directly target them with their marketing campaigns through Facebook in the form of notification newsfeeds.

“Businesses always look to go where their customers are going, in order to offer convenience and demonstrate commitment and understanding of customer needs and preferences,” explained Hanan Abdel Meguid, CEO of LINK Development. “Integrating Facebook as the latest communication medium with customers is another way of adding flexibility and convenience by offering service where users like to be online.”

She added “Facebook has passed the stage of merely being seen as a social networking site to a powerful communication medium for both businesses and individuals.”

Customer Relationship Management (CRM) is the automation of organizations’ sales, marketing and customer service data and processes to enhance service, overall efficiency and customer satisfaction. This automation enables access to relevant customer information, and therefore shortens transaction cycles, and increases efficiency of communication, while also enabling problem areas to be identified and escalated.

Microsoft Dynamics CRM has three component sales, marketing and customer support. The system which is part of the Microsoft Dynamics family of business tools is integrated with MS Outlook and is offered as On-premise  (software hosted at the customer’s severs) or SaaS (software-as-a-service) by Microsoft, But Link Development  a Microsoft Gold Certified partner offers Dynamics CRM only on-Premise.

Tamer Elhamy, Business Solutions Manager, Microsoft Gulf said that this innovative initiative from LINK Development will make a very interesting and useful proposition for businesses worldwide, due to “the combination of Facebook’s popularity, the large user base of Microsoft Dynamics CRM and the technical competence behind the development of the Facebook CRM application.”

Microsoft has around  5% stake in Facebook which it bought last year for around $USD 500 million.

Microsoft Dynamics CRM competes with an array of CRM vendors including SugerCRM, SAP CRM and Oracle CRM,

LINKdotNET an Orascom Telecom subsidiary, is an ISP web hosting and online media giant in the Arab world. Where they have a number of online properties including MSN Arabia which is Middle East version of MSN, done in partnership with Microsoft.

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  1. dypemeavive  |  March 8th, 2009 at 4:48 AM #

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