There are several other distinct advantages to deploying Outlook as the basis for contact/customer management. We summarise them here:

Ease of Use:

1. Outlook is always the first application to be opened: Whenever knowledge workers arrive at their place of work each day, Outlook tends to be the first application that is opened, given that one needs to check what e-mail has been received since last clocking out of the office. He or she therefore opens by default the application needed for Contact Management. One of the greatest obstacles to overcome in the implementation of any CRM system is to get the users into the habit of opening the new system. With Outlook this is not an issue.
   
   
2. Outlook is always kept open: The nature of customer interaction is that it is very often re-active, sporadic and impromptu. Therefore it is imperative that the application used to log these interactions is always “at one’s fingertips” so to speak. Given that users keep Outlook open all day so as to respond timeously to e-mail ensures that this is the case.
   
   
3. Familiar Interface: If users are already utilising Outlook for at least e-mail and calendaring then they are already familiar with the interface and how to add new items, edit existing items, etc. Thus there is usually very little requirement for extensive training when an Outlook system is deployed. This dramatically shortens the average implementation time.
   
   
4. Increasing Percentage of E-Mail Interaction: An ever-increasing number of users are discovering the advantages of e-mail communication over other forms of contact (phone, fax, letter, etc.). So as e-mail becomes more widely used for customer interaction, it makes sense to deploy your e-mail client as the primary vehicle for managing customer communications, rather then utilising a totally different application.
   
   
5. One calendaring system universal across company & supply chain: Given that the vast majority of corporate users are utilising Outlook, it is easy for instance to send meeting requests to suppliers or customers, who can then use many of the same collaboration features that are available to internal users/co-workers. Many CRM systems have their own calendaring system and given that not all users will (or can) necessarily adopt this system means that one has to immediately contend with the problem of keeping these dissimilar calendars synchronised so that all users can effectively co-ordinate their diaries.
   
   
6. One e-mail store: Many of the conventional database-based CRM systems on the market have difficulty linking to e-mails given that an e-mail is not the same type of object as say a document. For this reason most systems not running inside Outlook tend to copy the contents of an e-mail into their database tables, thereby effectively duplicating the data and also disconnecting it from its original item, thus losing its formatting and also making handling of “Replies” and “Forwards” to the item difficult.
   
   
7. One document management system: Some CRM systems also copy documents into their database so as to enable replication of these documents to remote users. The disadvantage of this approach is that a document can only be edited from within the CRM system and not also from its original source on the Windows File System or Exchange Public Folder in the way that most users would already be familiar with.
   
   
8. Easy synchronisation with most PDA’s: Given that all PDA’s synchronise with Outlook as a standard, this means that you have automatic access to your Contact Management data if it is kept in Outlook rather than being in another application.
   
   Reduced Cost of Ownership:
   
   
9. No additional Infrastructure Needed: If a company already has the infrastructure in place necessary to run Outlook on client machines and Exchange Server, then no additional client or server hardware is needed to run an Outlook-based system.
   
   
10. Cost of upgrade to new versions of Outlook shared: Very often a client has to justify the costs of upgrading Office as well as the costs of purchasing the CRM application. With an Outlook-based solution this upgrade cost is shared given that the company receives a whole host of additional benefits and functionality from upgrading Office/Outlook as well as receiving a new CRM system.
    
    
11. Reduced Training Time (Cost): Given that users will already be familiar with the basics of Outlook, the time needed to train users, and hence the cost of that training, is significantly reduced.
    
    
12. Wider Support Base: Given that there are a large number of internal users and external consultants that know Outlook and VBA/VBScript (used to extend its functionality) it is easier and therefore less costly to enhance the functionality and support your user base.
    
    
13. Wider application of same training: If a company invests in training its staff in the functionality of Outlook, so as to more effectively use a CRM system based on Outlook, then this knowledge of Outlook will be utilised in everything a user does in Outlook, even those activities not linked to customer management but more internal collaboration etc. However, when one invests in training around a separate proprietary system then this training can only be applied to the use of that system and nothing else.
    
    
14. Reduced Installation Time: Given that an Outlook-based system installs itself inside Outlook, it is a simple matter for IT personnel to install the system. In many instances this can be done by the user him or herself.