The Microsoft BizTalk Server Adapter for Microsoft Dynamics CRM 4.0 is now available for download.

If you’re not familiar with Microsoft BizTalk Server it can be used to connect disparate internal and external systems.

So what’s that mean in business terms? Improved efficiency and happier customers.

Here’s an example.

Company A has an accounting system that contains all of their customer information such as names, addresses, account numbers, etc.  Much of this information is also stored in other systems such as Microsoft Dynamics CRM for the sales department and several other databases. Although there’s overlapping data all of these systems run totally independently. So when a customer calls customer service to change their address, the accounting system isn’t updated. Accounting is having increasing problems with unpaid invoices because they’re being sent to old addresses.  And customer satisfaction is decreasing because customers are being contacted about paying invoices they never received. The workaround in this situation frequently is to create a procedure to have employees manually update the other systems. While this may partially solve one problem it usually creates several new problems such as manual processes and other inefficiencies. And there are usually still delays in getting the systems updated so the problem still exists but a little less frequently.

Company B has integrated their systems, such as by using BizTalk, to unify data and control data flow. When a customer calls to update their address, BizTalk recognizes that one system has been updated and then it automatically updates the other systems. Company B’s customers don’t get unnecessary calls. And when a customer calls Company B’s accounting, sales, or customer service departments they get consistent information because of consistent data.

If you were a customer which company would you rather deal with?