Microsoft Dynamics® CRM Training
xRM Web Gateway
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xRM Web Gateway is a custom tool created by xRM.com that can help you capture new Leads, Contacts, Cases, and other data. The tool collects information submitted by visitors to your website and automatically transfers that data into new records in your Microsoft Dynamics CRM organization, thus improving the efficiency of your sales and service teams. In this demonstration, we explain how xRM Web Gateway works.
xRM Web Gateway is a custom tool created by xRM.com that collects information submitted by visitors to your website and automatically transfers that data into new records in your Microsoft Dynamics CRM organization. This versatile tool turns your website into a powerful medium for capturing new Leads, Contacts, Cases and other information, improving the efficiency of your sales and service teams. Web Gateway works with all deployments of CRM Online, all deployments of partner-hosted Microsoft Dynamics CRM, and all Internet Facing Deployments (IFD) of on-premises Microsoft Dynamics CRM. One of the Web Gateway can be used to create a variety of records in Dynamics CRM, including Leads, Contacts, or Cases. For example, you could have an online form that your customers can fill out, where they could enter their name, contact information, and describe any issues they are having. Your customer representatives would then automatically see these new Case records in Dynamics CRM, where they could be reassigned, escalated, and hopefully resolved.
xRM Web Gateway is always active, so it can collect information outside of standard operating hours and have those records ready for users to review the next day. It provides a more flexible and powerful alternative to the discontinued Internet Lead Capture functionality originally built into Microsoft Dynamics CRM Online. Web Gateway also works with any existing web page, as well as with all entities, including custom entities. This is a great improvement over Internet Lead Capture, which worked with a limited set of entities.
Let’s take a look at how Web Gateway works by looking at how your customers and users will interact with it.
First, how do your customers use it? What’s great about Web Gateway is that customers don’t even know they’re interacting with it, nor do they need to. All the customer sees is a normal web page while Web Gateway adds functionality to the back end. In other words, it works in the background, transferring their data to your Dynamics CRM organization.
In this demonstration, I am using Web Gateway as a Lead capture tool. I have a web page where potential customers can enter some basic contact information, and then one of my sales representatives will reach out to them. The web page is simple and contains the following fields: First Name, Last Name, Company, E-mail, Phone Number, Comments, and How did you hear about us? At the bottom is a Submit button for the customer to click once they’re done entering data.
Say a potential customer named John Lewis from a company called Center City Circuits is interested in my company’s services. John enters his information, and then clicks Submit. Web Gateway then collects this data and then redirects the customer to a designated page, which is the xRM.com homepage in this scenario. This is a nice feature because you can redirect customers to a thank you page, your homepage, or maybe a page that provides enticing offers for other services you provide. The customer has done their part and can now get on with their day. What has Web Gateway done on my end?
When I open Dynamics CRM, before I locate the record, notice my sitemap at the bottom left corner. There is a module that says, “xRM Application Settings”. This means that Web Gateway is installed in this demo environment and I can go there to create new pages. Users must be given the necessary privileges to access the Web Gateway, but these privileges are not required to interact with records generated by the tool.
I want to find the new Lead record, so I navigate to Workplace > Sales > Leads.I see a record for John Lewis, so I open it. I see that all of the data recorded in the web page is present in this record.
Allow me to walk you through some of this data. First, notice the Lead Source field, which is in the header of this particular form. This information was pulled from the How did you hear about us? field. This field is an option set, which you may have noticed when John filled out the form. One of the great features of the Web Gateway tool is that it can map to different field types such as a lookup, single line of text, multiple lines of text, and an option set.
By default, Leads do not have to be related to existing records in Dynamics CRM. What this means is that John Lewis is not a Contact in my organization, nor is Center City Circuits an Account. However, once I go on to qualify this Lead, a new Contact and Account will be made. Web Gateway has the ability to create multiple records though. Allow me to elaborate.
Going back to my first example of Case creation, Case records must be associated to an Account or Contact. John Lewis does not exist in my organization as a Contact. However, if he were to fill out a form to file a Case record, the Web Gateway tool would first try to associate John with as existing Contact, find none, and then create a new one automatically based on the information he entered.
Another important feature of the Web Gateway tool is error reporting. What this does is send an e-mail containing the data submitted by the web visitor when it is not able to connect with Dynamics CRM, create a new record, or save the submitted values in the mapped fields for some reason. Basically, if a potential customer’s information isn’t able to process successfully, an email can be sent to a designated inbox, like that of your sales team, which contains the recorded data. That way, the record can be created manually, or a user can follow up with that potential Lead to gather whatever information was missing. This assures that no potential records are lost.
There is one last thing I want to point out before wrapping up this demo. Notice that I am the owner of this new Lead record. The owner of records generated by a Web Gateway Page is determined in the Web Gateway Page record. Basically, when I created this page, I designated myself as its owner. However, there are a numerous situations where you would not want all records assigned to the same user, like this very scenario. I do not want all Leads going to one user. I have a sales team for that very reason. A solution would be to create a Workflow that routes Lead records based on certain criteria. Take the Lead Source field for example. Maybe I want only Leads where the Lead Source is “Web” to be routed to me. I could route records based on a wide range of criteria though.
To learn how to get xRM Web Gateway for your Microsoft Dynamics CRM organization, please visit our xRM Web Gateway page at xRM.com under “Products & Services”.
For more tips, tricks, and tutorials, please refer to the Success Portal or our xRM.com blog.