Accelerate Success With xRM
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Top Line Strategies - MS xRM
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Accelerate Success With xRM
- 1. Accelerate Business Success With xRM Michael Grollman & Bill Jentarra TopLine Strategies 11333 N Scottsdale Road Scottsdale, Arizona 85254 480.503.8584 ext. 230
- 4. xRM Overview
- 8. Multi-language with more than 40 languages
- 9. Advanced SOA / Web services architecture
- 10. Powerful platform for rapid application development
- 11. More than 1,000,000 usersin over 80 countries
- 12. Over 20,000 customersfromsmall businesses to large enterprises
- 13. Global network of software & services partners
- 14. Full CRM suite of marketing, sales, & serviceFast. Flexible. Affordable. Microsoft Dynamics CRM 4.0
- 15. Microsoft Dynamics CRM Leadership Gartner Forrester
- 16. Core CRM Sales Services CRM Customer Marketing
- 18. Advanced workflow ensures consistency of customer experience
- 20. What It Can Change Into
- 21. ууущщйццззййз The xRM Answer Actionable Business Intelligence Flexible Deployment “70% of CRM is custom build” – Gartner, 2008 Configurable Business Process Service-Oriented Architecture 360O Customer View xRM Marketing E-Mail Service Sales Point of Sale Phone Mail On-Premise/ On-Demand Configure/ Customize Department/ Enterprise Single-Tenant/ Multi-Tenant Fax Web Face to Face
- 22. Not Just For Customers… Customer Relationship Management
- 23. Not Just For Customers… Customer Constituent Donor Associate Member Partner Vendor Distributor Agent Volunteer Dealer Alumni Tenant Client Fan Etc.. Relationship Management
- 24. Not Just For Customers… Relationship Management
- 25. Not Just For Customers… Event Facilities Grants Case Issue Property Etc… Management
- 26. Examples of This Transformation
- 27. xRM “Microsoft xRM is an application development platform which dramatically reduces the time and costs associated with custom development of relational LOB applications”
- 28. Microsoft’s xRM Rapid Application Development SampleApplications Vendor Customer Employee Vendor Customer Asset Asset Consistent User Experience Reusable Building Blocks Shared Environment & Resources
- 29. Microsoft xRM Platform Other Things Other Processes Other People Industry CRM Sales Service Marketing Accelerators Microsoft xRM Application Development Platform .NET Platform SQL Server Web Services SRS/BI
- 30. Connected Business Choice of Infrastructure Delivery Consistent user experience across delivery options Common architecture and data model across deployments Flexibility in deployment – meets your complex needs Adaptability in deployment – enables changes at any time Online Rich Client On Premise Hybrid
- 31. Extensible User ExperiencesExtend the UI to the environment that best fit your people Mobile Devices Silverlight / WPF Custom Web Portal Composite UI Microsoft Office Word SharePoint 19
- 32. Common Issues with Buy/Build Multiple LOB applications compound every issue 1 2 3 4 5 6 Application Stack Line of Business Context /IP Customer Vendor Task / Project Asset Employee Lifecycle User Experience User Experience User Experience User Experience User Experience User Experience User Experience Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources
- 33. Common Issues with Buy/Build Multiple LOB applications compound every issue 1 2 3 4 5 6 Application Stack Line of Business Context /IP Customer Vendor Task / Project Asset Employee Lifecycle User Experience User Experience User Experience User Experience User Experience User Experience User Experience Inconsistent user experiences Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Duplication of application components & services Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Duplication of infrastructure and resources
- 34. Common Issues with Buy/Build Multiple LOB applications compound every issue 1 2 3 4 5 6 Application Stack Line of Business Context /IP Customer Vendor Task / Project Asset Employee Lifecycle User Experience Application & Database Services xRM Platform Physical Environment & Resources
- 35. Common Issues with Buy/Build Multiple LOB applications compound every issue 1 2 3 4 5 6 Application Stack Line of Business Context /IP Customer Vendor Task / Project Asset Employee Lifecycle User Experience User Experience User Experience User Experience User Experience User Experience User Experience Consistent User Experience Office / Outlook Online / Offline Mobile Portals & Collaboration Multi-Lingual Analytics / Reporting Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Application & Database Services Reusable Building Blocks Multi-Tenant / App Configurable Data Models Application Security & Services Integration & Data Mgmt Application Portability & Upgrade Enterprise Workflow Engine Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Physical Environment & Resources Shared Environment & Resources Shared Technology Shared Scalable Infrastructure Shared IT Resources
- 36. Microsoft’s xRM Rapid Application Development BENEFITS Reduces costs by 7–10x over custom build Rapidly respond to business change Reduced hardware and software costs through shared infrastructure Simplifies IT management through a set of common shared services Reduces training time through a common user interface paradigm Increases adoption Out Of The Box Custom Development xRM Bridges the Gap
- 37. xRM Demonstration ууущщйццззййз ууущщйццззййз User Experience Services Access & Security Services Process Automation & Orchestration Services Point & Click Customization Services Data & Metadata Services Analytical Services 360O View Microsoft Technologies (Outlook, Office, SQL Server, .NET) Platform Management Services Extensibility Services Architecture Services Integration Services
- 38. Use Cases and Customer Evidence Sample Applications Asset Management Grant Management Program Management Benefits Enrollment Supply ChainManagement Supplier Management Property Management Recruit Management Project Management Grant Management Contractor Management Fleet Management Resource Management Product Management Licensing Management Task/Activity Management Contract Management Lab Results Management Task /Activity Management Real Estate Development
- 39. Use Cases and Customer Evidence Task/Activity Management Supply ChainManagement Real Estate Development Benefits Enrollment Lab Results Management Grant Management
- 40. Department of Defense (Air Force) Situation No standardized way of managing tasks directorate to directorate No cross-organization or cross-directorate transparency on tasks Excessive time to coordinate tasks. Little consistency in the technologies used to manage tasks Solution Dynamics XRM - task management across business processes (i.e., troop deployments, promotions) SharePoint - Document management, Dashboards Total task mgmt count 40,000+ users Measured Success Reduced officers’ workloads nearly 60,000 hours annually saving USAFE more than $3 million per year Reduced contractor support for development and sustainment by 60% Reduced storage requirements by 90% Increased task visibility 24-fold
- 41. Complex Chain-of-Command Scenario TASKER RESPONSE Initiator OCR OPR OCR OPR OPR OCR OCR OPR OPR AO OCR AO AO AO AO
- 42. Tasker Status – Real-time Visibility
- 44. Reducing application development staff from 20 contractors to 8 contractors
- 47. Eliminatedover 40 custom LOB applications (Lotus Notes)
- 49. Eliminationof multiple manual entries on paper, in spreadsheets or in redundant databases will reduce the entry errorsTrade Management
- 50. Conclusion & Next Steps Open Discussion Follow-Up & Additional Information Summary email Learning more about xRM’s capabilities Contact Us TopLine Strategies – www.toplinestrategies.com Bill Jentarra – bjentarra@toplinestrategies.com Michael Grollman – mgrollman@toplinestrategies.com
- 51. Thank You!
Notas del editor
- At a glance…Mature productGrowing Revenue Opportunity -40% YOY growth
- Microsoft Dynamics CRM is an end-to-end relationship management solution that encompasses the full workflow cycles of your sales, marketing and services departments, bringingeach discipline together for better and much tighter integration and helps drive efficiencies in addition to boosting high customer satisfaction.With Microsoft Dynamics CRM, you will:Achieve 360° customer view across the entire organizationPromote higher productivity by enabling users to do their jobs better by allowing them to focus on customersEnhance business agility by using technology as an enabler for changeUse business intelligence to make better, more informed decisions CLICK SLIDEUltimately , it’s about putting customers front and center and enabling you to wrap CRM around them.
- Out of the box CRM is ready for customer relationship management – sales force automation, marketing automation, etc...
- But with some configuration and customization, it can turn into this.So there is more than meets the eye
- Take the “C” out of “CRM” and you‘re left with Microsoft Dynamics Relationship Management—and that‘s the right way to think about this product. Microsoft Dynamics CRM is not just about sales and marketing. It‘s a platform for developing line of business applications—applications that manage and track information and processes around real-world objects. The object could be a customer, but it could also be a grant, building, or a potential candidate for hire. The key question is: ―do I need to track the information and activities related to this entity?‖ If the answer is ―yes, Microsoft CRM deserves some serious consideration. “ - Ascentium
- Take the “C” out of “CRM” and you‘re left with Microsoft Dynamics Relationship Management—and that‘s the right way to think about this product. Microsoft Dynamics CRM is not just about sales and marketing. It‘s a platform for developing line of business applications—applications that manage and track information and processes around real-world objects. The object could be a customer, but it could also be a grant, building, or a potential candidate for hire. The key question is: ―do I need to track the information and activities related to this entity?‖ If the answer is ―yes, Microsoft CRM deserves some serious consideration. “ - Ascentium
- And it’s not just about People Relationship Management. It’s also about the Management of Things….The object could be a customer, but it could also be a grant, building, or a potential candidate for hire. The key question is: ―do I need to track the information and activities related to this entity?‖ If the answer is ―yes, Microsoft CRM deserves some serious consideration. “ – AscentiumWhat you see here are examples of things people have used Dynamics CRM to manage.
- And it’s not just about People Relationship Management. It’s also about the Management of Things….The object could be a customer, but it could also be a grant, building, or a potential candidate for hire. The key question is: ―do I need to track the information and activities related to this entity?‖ If the answer is ―yes, Microsoft CRM deserves some serious consideration. “ – AscentiumWhat you see here are examples of things people have used Dynamics CRM to manage.
- Well, you’re probably thinking of I can completely re-write the User Interface in ASP.NET, then what value is CRM? Well, the UI piece is only a fraction and the really value is in the platform...
- xRM is the platform that addresses these IT challenges and aids organizations with their business needs and innovation. With a shared environment and resources using reusable building blocks and a consistent user experience. xRM provides the flexibility to rapidly develop these functional and highly scalable LOB applications.
- So what we have done is built upon what you would normally start with to build an application. the .Net Platform and SQL ServerBUILD 1Then we built a set of capabilities that are germane to any business application– a configurable data model, enterprise class integrated workflow, user interface integration, analytics, and most importantly a set of tools that allows business analysts and IT to collaborate in building applicationsBUILD2It is this platform and tools that have allowed:USDA to build a conservation contract management system. They track farms, plots of land, and cattle. An application you can’t buy off the shelf. Embrace Pet Insurance – to track Owners, Pet, and Vets. They literally provide medical insurance for petsUS Air Force – uses the application for any kind of task management – from equipment tracking requests to troop deployments. It is currently being used at Camp Victory in Bagdhad. Raymond James – who found it was easier and cheaper to configure financial services CRM with our platform rather than buy a traditional FINS CRM system that was built to meet the needs of every type of financial institution, thus not meeting the needs of any of them. Then along came Embrace Pet Insurance. The company literally provides medical insurance for pets. They were looking to build an application to support their business, but the cost they were quoted was vastly more than this start-up could afford. They began looking at systems that might provide some of the functionality they needed and Microsoft Dynamics CRM popped up. So, they approached Invoke with the project. Once again, Ross looked at using Microsoft CRM 3.0 as the platform. But this time he approached it with a more open mind and began to see the advantages. CRM would provide all the core functionality Embrace needed, like user management, roles and security, and a solid data model. And the customizable entities made it easy to convert opportunities to insurance quotes, contacts to pet owners, and accounts to veterinary hospitals. Soon, and with a minimum of effort, Embrace‘s customer service representatives had their internal system and were using it to track quotes, policies and process claims. Skipping all the painstaking platform work allowed Ross and his team to focus on the really juicy part of the project—Embrace‘s web portal. The portal was a key part of Embrace‘s business strategy, providing customers with the ability to get quotes and purchase policies online. Ross‘ team was able to build the web portal on top of Microsoft CRM and spend their time getting it right by providing a great Web 2.0 user experience for Embrace customers. The web portal hooks into CRM, reading and updating data behind the scenes. Using the power of Microsoft CRM‘s SDK, web service, and APIs, they were able to finish the project in about six months time and at a fraction of the cost, including the licensing. Ross was converted. Currently, Ross is a lead architect and director of Software Development. As a director, he‘s found using Microsoft CRM has many other benefits. For one thing, it prevents burn-out on his team. Custom development takes a lot of time and while designing a database and a platform might be fun at the beginning, by the end it‘s just drudgery. You wind up spending most of your budget on the foundation and the least amount of time coding the most important parts to your client, the functionality. Microsoft CRM provides for ―Very fast turn-around on our projects. We don‘t have many projects going on for years,‖ says Ross. ―The burn-out isn‘t as bad because you aren‘t working on the same projects for years. You get lots of variety.‖ Another benefit is that it cuts down on the tedious platform design work and the many meetings, documents, and reviews that have to take place as part of the platform design process. Microsoft gets to do all of that, while his developers are ―getting their hands dirty by coding and creating features.‖ And now, he extols the benefits of using Microsoft CRM as a platform. As an architect for projects, he can‘t remember saying no to a customer yet. Microsoft CRM has all of the infrastructure and the hooks he needs, right out of the box. Its event model and broad functionality mean that hooking in is very, very easy. So when a customer asks, ―Can you…?‖ So far Ross‘s answer has always been, ―Yes.‖
- Microsoft software + services is designed to deliver the best of both software and services so customers can choose what makes the most sense for their business needs.A consistent user experience across delivery models allows companies to focus on user and business productivity rather than the deployment technology. A common architecture and data model across deployment methods enables companies to leverage their investment in skills, tools and solutions once, regardless of the deployment choices … rather than reinvesting in multiple tools and systems to support multiple deployment models. The flexibility of being able to mix and match deployment models enables companies to support their unique and specific business requirements, such as serving headquarters’ users through an on-premise deployment while using a hosted model for remote divisions or distributed operations.More importantly, the adaptability of being able to change deployment models at any time ensures that the system can meet the company’s changing business needs … as divisions are added, moved off-shore, acquisitions happen, etc.. This ability not only offers the benefits of both software and service, but it helps to mitigate the risks of getting locked into any single delivery method.Microsoft Dynamics CRM represents a prime example of how enterprises can leverage software plus services today:Hybrid – Mix on-premise and hosted deployments, i.e. headquarters uses on-premise while remote offices use on-demand; or start with one and move to the other. Rich Clients – Microsoft understands the need to offer end-user experiences that span the user’s devices and modes of work.
- Out of the box:Strengths Leverage R&D SupportabilityWeaknesses Low competitive advantage Adjust business instead of software Custom BuildStrengths Process Specific Total Project ControlWeaknesses Time to Market Cost (7-10x) Supportability
- Now as you can see from the build, the scenario is a complex one and there are many parallel things going on at the same time taskers get assigned and closed. In fact what is shown here is just a simple view compared to some real-life tasking that may result in many more organizations and AOs being involved. Now how does TMT help me understand this process and offer me insight into the life of this tasker?
- TMT includes a Tasker Status viewWith sometaskers involving dozens of interactions and various organizations and AO’s in play, understanding who is involved and their status can be complicated. We make it easy with one view showing us situation awareness. I can see all the different assignments associated with this one tasker.I can easily see who is involved, their role in the tasker process, their suspense data and any completion date. I get visual indicators how well this tasker is proceeding. It does not show it here, but the text will be colored in red if overdue or yellow if due within their given threshold, such as within 24 hours of their assigned suspense date.
- Platform – Air Force (Request for Forces – RFF)“The Request for Forces process is used when additional ground forces, air forces or naval forces are needed for a particular unit. The RFF Tracker solution built with Microsoft gives us a collaborative workspace in order to ensure that everybody’s got the information they need in the same workspace, so the organizations on multiple air force bases, multiple functional area managers, multiple management nodes along the whole joint force process can all access that knowledge and make sure they all stay on the same sheet of music. We’re extending out of its traditional role, not only looking at things like the RFF Tracker but into operational case management, director of staff task management, suspense tracking, we’re actually looking at this for various pre-flight briefing tools with the war-fighter edge community.”