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Slide 1: ENTERPRISE Overview Microsoft Dynamics CRM Ralph R. Zerbonia President Universe Central Corporation
Slide 2: Long Term CRM Success “To get better CRM projects, the company must view CRM as more than just an IT project or a business project. Instead, business users and IT users must work together to implement a strategy.“ Gartner Group September 2007
Slide 3: Typical Challenges in Enterprise CRM • • • • • Achieve reliable user adoption Attain 360 degree view of customers Adapt quickly to business changes Align business and IT needs Accelerate project delivery and returns
Slide 4: Industry Views “End-user benefits must remain at the center of CRM process and application enhancements. Attention must be given to the application user interface and workflows to ensure that they are well aligned with the working practices of day-to-day users.” Forrester Research June 2007 “A CRM system must be flexible to adjust as a company's business model and processes change. CRM solutions that only address the first level or two of a company's sales process or cannot adapt to change will have limited effectiveness.” CRM June 2007 “Our senior leaders gave me the time and resources to do the job right. They saw value in getting users actively involved and encouraged me to take this approach. I concentrated on delivering ‘quick wins' to sustain their enthusiasm.” Customer –CRM Magazine, September 2007
Slide 5: Change the Game in Enterprise CRM Enable Users to focus on Customers, Not CRM Adapt Quickly to Business Changes Deliver Quick Wins Across Business and IT
Slide 6: SOLUTION
Slide 7: Microsoft Dynamics CRM in the Enterprise Usability Flexibility Manageability “We need a solution that helps make our jobs easier – not harder.” “We need a solution that adapts to fit our unique business needs.” “We need a solution that is easily managed by our already constrained IT resources.” Actionable Analytics Performance and Scalability
Slide 8: Everyday Usability Provide users with relevant role-based information through contextual visibility into the applications that they use daily. Microsoft Advantage • Achieve high user adoption by making CRM a natural extension of user habits • Improve productivity by consolidating customer information to a single location • Reduce training and transition costs with easy-to-learn applications • Native Microsoft Office interface • Connected and disconnected clients • Web and mobile access • Composite applications Everyday Usability Components
Slide 9: Enterprise Flexibility Enable business units to adapt quickly to the changing business environment Microsoft Advantage • Change quickly with visual customization at business analyst level • Change deeply with powerful customizability in standard tools • Change completely to accelerate custom development projects •Quick point and click customization •Visual workflow •Powerful programmability and extensibility Enterprise Flexibility Components • Relationship management platform • Deployment choice • Enterprise multitenant CRM
Slide 10: Efficient Manageability Deliver quick return on investment and low total cost of ownership with deployment choice, streamlined installation and simplified administration Microsoft Advantage • Integrates tightly with other Microsoft tools and technologies • Fits heterogeneous environments with standard interoperability • Common codebase and data model across deployment methods • Delivers fast on-demand deployments with full data and security control • Mix and change deployment models at any time •Native services oriented architecture •Deployment choice •Portable application model •Systems Center Essentials Efficient Manageability Components • Office client diagnostics • Monitoring and diagnostic tools • Automated deployment tools • Enterprise Multitenant CRM
Slide 11: Actionable Analytics Empower everyday CRM users with easy reporting and actionable analytics Microsoft Advantage • Combine analytics with workflow for actionable intelligence • Minimize costs by leveraging existing Microsoft technology investments • Deliver business insight through familiar productivity tools • Bring analytics to the masses •Microsoft Excel integration •Report Wizard •Windows Workflow Foundation •Predictive analytics Actionable Analytics Components • Microsoft Office Performance Point • SQL Server Analysis Services • SQL Server Reporting Services
Slide 12: Performance and Scalability Scale flexibly and efficiently across local or global enterprise deployments Microsoft Advantage • Leverage optimization throughout the .NET, Windows, SQL and Exchange platform • Configure to meet user experience, bandwidth and hardware requirements across wide area networks • Scale flexibly up and out across application and data tiers •Service grid architecture •Deployment choice •WAN performance optimization •Load balance clustering Performance and Scalability Components • • • • Web farm clustering Exchange clustering SQL Server clustering SQL mirroring
Slide 13: Enterprise CRM Scenarios Multinational Deployments Single Contextual UI Multitenant CRM Surround Deployments xRM Support business units across the globe in different languages and currencies Aggregate and analyze data from diverse sources into a single customer view Benefit from the best of the ondemand and on-premise deployment models Increase user adoption of legacy CRM and migrate over time Reach beyond the traditional boundaries of CRM
Slide 14: Powered by Microsoft Dynamics CRM Tight Microsoft Office Integration • • • • • • • • • • Native Outlook client Seamless integration with MS Office Geared for the business user, guided UI The inherent flexibility to use across groups/systems Robust Offline solution Multitude of mobile device access options Web-Services based, Open API for easy integration Architected for easy customization and configuration Single code base across on-premise, on-demand, hybrid Host it internally for ultimate flexibility and control Robust Workflow Capabilities Seamless Remote Capabilities Ease of Customization and Integration Flexible Delivery Options
Slide 15: BENEFITS
Slide 16: Key Benefits of Microsoft Dynamics CRM 360° Customer View Achieve 360° visibility across the entire organization Higher Productivity Enable users to do their jobs better by allowing them to focus on customers Business Agility Use technology as an enabler for business change Project Successes Reach project goals with ontime underbudget CRM deployments that deliver quick returns on investment
Slide 17: Key Benefits for Business VP of Division • Achieve clear view of business • Leverage agility for competitive advantage • Partner with IT for long term success • Reach high user adoption • Develop consistent customer processes • Leverage reporting and analytics Business Manager Customer Facing Employees • Use familiar Microsoft Office tools • View role-tailored customer information • Minimize data entry
Slide 18: Key Benefits for IT Chief Information Officer • Rapid time to value • Low total cost of ownership (TCO) • Consistent with IT architecture & standards • High user adoption • Low training time and cost • Quick project wins IT Project Team Business Analyst • Quick and easy customization • Create and modify cross-team workflow • Painless report building
Slide 19: EVIDENCE
Slide 20: Global Successes in Enterprises Sales Marketing Service
Slide 21: Customers in Action ING Financial Services 4,000 users •ING uses CRM as a US Dept. Agriculture Public Sector 16,000 users •The USDA supports over 6 million farmers by using Microsoft Dynamics CRM as a business application platform to manage business processes and workflows across its 2,700 field offices. Price Waterhouse Coopers Professional Services 6,000 users •PwC Canada uses CRM as part of the Company Dashboard to provide staff, leadership, and partners with a single view of its customers across a dozen different applications and repositories. relationship management platform for procurement, and as an IT-hosted multitenant solution for accelerated delivery of CRM to multiple divisions.
Slide 22: Customer Perspectives “Because Microsoft is readily accepted by my sales staff, the choice of Microsoft [Dynamics] CRM was a rather quick and natural one.” Hans Wilkes, Commercial Director, REAAL Verzekeringen “Microsoft Dynamics CRM brings business process automation to an otherwise complex, multistep process.” John Thompson, AVP H&R Block “Connecting to a transparent, global platform gives us quick and easy access to the current data we need.” Jack Minter, Managing Director, Jones Lang LaSalle
Slide 23: Customer Return On Investment (ROI) • • Replacing 70 applications, Reducing application development staff from 20 contractors to 8 contractors, • • Reduced enrollment process from 30-40 days to 2-3 days Connects H&R employees, employers, hospitals, and schools with state agencies Expecting 125% productivity increase Projected 200 hours/month savings for total of $3M Public Sector Customer • •
Slide 24: Partnering for Success Software and Services Enterprise Partner Examples
Slide 25: DISCUSSION
Slide 26: APPENDIX
Slide 27: Enterprise CRM Trends • Focus on the users – Shift from applications that dictate, to tools that enable • Engineer for change – Plan for inevitable change that accompanies large complex organizations and disparate systems • Information is everywhere – Disparate data still pervasive; new sources of rich data in Web 2.0, structured & unstructured data
Slide 28: Scalability And Availability • Stateless Message Based Connection • Allow for failure during transaction • Efficiency allows for fewer server per user • Serviced by large web farms Exchange Cluster NLB • App Tier Scale Out • Leverages Standard IIS technologies with NLB • Code optimized for scale out deployment • Web Services are Load Balanced as well CRM Application Server Web Farm • Support for Standard SQL Server Failover SQL Server Cluster Active-Passive • Support for Log shipping • Index Wizard Support
Slide 29: 100+ Enterprise Enhancements in Microsoft Dynamics CRM • • • Multi – tenant/language/currency Many to many relationships End user productivity and experience enhancements – – – – – – Customizable SmartNav Advanced Reporting Wizard Email smart-matching Outlook background sync Offline experience + offline reporting Mobile experience • Significant performance, scalability, availability enhancements – – – WAN performance (fewer Http round trips, smaller pages) Clustering for: web farm, Exchange Server, Reporting Service, SQL mirroring • Advanced data management – – – Intelligent data import tools Intelligent data migration tools Deduplication • Intelligent deployment and administration tools – – – – – Internet facing deployments Deployment diagnostics and automation Improved tracing, logging, monitoring (incl. tighter System Center integration) Authentication key management Citrix support • Powerful customization environment and application platform – – – – Windows Workflow Foundation Offline SDK Significant eventing framework improvements Metadata API
Slide 30: # 1 – “We are global” Multinational Enterprise Deployments • Customer Requirements – Multinational corporations often need to manage customers and transactions across countries, currencies, and languages • Business Value – Single view of the customer – Efficient use of IT resources – World class performance and scalability • Key Functionality in Microsoft Dynamics CRM – – – – – – – Single instance multi-currency User selectable multi-language WAN performance optimization SQL Server mirroring and clustering Web farm, Exchange, and load balance clustering Parallel inbox processing Citrix support
Slide 31: # 2 – “The best of both worlds” Enterprise IT-Provisioned CRM • Customer Requirements – Speed: enterprises need to be able to support and enable numerous diverse business units quickly and flexibly. – Control: IT needs to retain control and ownership over application and data security. • Business Value – Unprecedented combination of speed, flexibility, and control for enterprise CRM across divisions, organizations, and geographies • Key Functionality in Microsoft Dynamics CRM – Single instance multitenant CRM – Portable application platform – Multicurrency, multilanguage
Slide 32: # 3 – “My customer is my partner is my supplier” Complex Business Models • Customer Requirements – Manage complex business relationships across customers, partners, vendors, brokers. – This is critical in many B2B and B2B2C verticals such as financial services, real estate, and government • Business Value – Allows businesses greater flexibility to manage customer relationships and interactions – CRM users can easily enter, track, and view complex relationships, fostering higher user adoption and greater data quality – IT saves time and money on customization work • Key Functionality in Microsoft Dynamics CRM – Portable Application data model support for many to many relationships
Slide 33: # 4 – “Enterprise CRM on time and under budget” Streamlined Installation, Simplified Administration • Customer Requirement: – Focus on the business, not on deploying and maintaining CRM – Utilization of IT resources as a strategic business advantage, not buried in systems maintenance and change management • Business Value – Fast deployment time to value – Low total cost of ownership – Rapid change management • Key Functionality in Microsoft Dynamics CRM – System Center Essentials integration, SMS Deployment, Roaming Profiles, Self-healing Installer, Automated Outlook Diagnostic tool, Email Router Easy Configuration, Add Users Wizard, Portable Role Based Setup, Improved Administration Panel, Environmental Diagnostics, Deployment Administrator and Manager, System Tracing Logging & Monitoring, No-VPN Remote Access
Slide 34: # 5 “We do things differently around here” Flexibility and Extensibility • Customer Requirements – Company DNA is a key strategic advantage in the industry – Unique business processes – Atypical CRM needs • Business Value – Match the technology to the business, not the other way around – Minimize change management of people, the hardest part • Key Functionality in Microsoft Dynamics CRM – Customizable Workflow Orchestration, Extensible Workflow Library, Visual Workflow Designer, Offline plugins, Plug-in Authentication, Metadata APIs, Asynchronous Event Processing, Dynamic Entity Objects for Images Access, Dynamic Plugin Registration, Exceptions from Post Stage, Default CRM Proxy
Slide 35: Action! Ralph R. Zerbonia Universe Central Corporation 330-720-4525 ralph@universecentral.com