The RapidStart CRM Partner Guide

Transcription

1 The RapidStart CRM Partner Guide Table of Contents General... 1 What is RapidStart CRM's company mission?... 1 What makes RapidStart CRM different from other solutions?... 1 What is RapidStart CRM?... 1 Will RapidStart CRM help me manage my costs?... 2 Acronyms... 2 Partner Portal... 3 Basic Navigation How do I use RapidStart CRM s Partner Portal?... 3 Working with Leads... 4 Creating New Leads... 4 Updating Leads... 5 Converting Leads... 6 Working with Orders... 7 Updating or Creating Orders... 7 Deleting Orders... 9 Working with Projects Viewing your Projects Videos Learning Center RapidStart CRM Reseller Process What do I, as a reseller, have to do? What else can I do if I want to? What is POR? What is Delegated Admin? Can I send a customer to the Partner Portal? The RapidStart CRM POC Process When I place an Order, what exactly happens, end-to-end? Stage 1 - Setup Stage 2 Entities and Fields... 14

2 Stage 3 Guided Business Process Stage 4 Security Setup Stage 5 Data Import Stage 6 Go Live RapidStart CRM Timeframe How long does this whole process take? Are there things I can do to help to make sure this gets done as quickly as possible? Support Does RapidStart CRM provide support? RapidStart CRM Webinars Pricing and Billing How much does RapidStart CRM cost? Will customers see the price? Is RapidStart CRM available through distributors? When do I pay for a RapidStart CRM Deployment? How can I pay? Can I get a refund? What if my customer wants a refund? Selling RapidStart CRM How much should I charge my Customer for a RapidStart CRM deployment? Supported CRM environments... 20

3 General What is RapidStart CRM's company mission? RapidStart CRM s mission is to help partners succeed by enabling them to profitably and easily deploy their Small & Medium sized, or any sized new-to-crm, customers to Dynamics CRM Online, and to help Microsoft succeed in their goals for Dynamics CRM Online deployment at large scale, particularly in the CSP model. What makes RapidStart CRM different from other solutions? First of all, at the time of this writing, there are no other solutions in the market that are similar to RapidStart CRM for Partner enablement. While there are other CRM partners who have developed quick start programs and solutions for their own customers; RapidStart CRM is the only solution available exclusively through Microsoft Partners and provides: Easy registration Complete tracking from Lead through Completion in our portal No direct communication with your customer A Zero Touch deployment option No interference with Partner of Record or your incentives Fixed low cost models Ability to wrap your additional services Built-in user training Outbound marketing for Leads Built for global scale We built RapidStart CRM because we recognized that getting a customer up-and-running with Dynamics CRM Online requires more than just selling them a subscription. Deployment, onboarding and adoption are tedious, time-consuming and risky tasks even for skilled CRM partners. We have built the only solution for Microsoft Partners to easily engage with the Dynamics CRM Online revenue opportunity, and we built it for massive scale, globally. What is RapidStart CRM? RapidStart CRM is a semi-automated setup, configuration and light customization service performed by our technicians on your behalf within the specific framework of our models. You do not have to invest any resources at all to generate additional significant revenue from Microsoft for Dynamics CRM Online sales. Wherever you are on the CRM path, whether building a new CRM practice, have already established a CRM practice, or have no plans to build a CRM practice, RapidStart CRM is a viable solution to explore. Updated: 6/29/2016 Page 1

4 Will RapidStart CRM help me manage my costs? Yes. By outsourcing to technology you get the benefits of fixed cost per customer deployment, no upfront investment, and lower costs. RapidStart CRM eliminates the variability and risk inherent with a CRM deployment project which can drive up your cost of a deployment. In addition, you don't have to hire and train new resources or get any certifications or competencies. You can charge customers for a turn-key deployment experience which includes light customization, data import and training, and you can do it Today! Our goal is to increase your profit margins with minimal effort. Acronyms Like all geeks, we use acronyms to make life faster and easier. Here's a list of our acronyms to help you work with RapidStart CRM day-to-day: POR Partner of Record. This is the Microsoft Partner Number assigned to you that you use to get paid by Microsoft for selling Dynamics CRM Online. POC Point of Contact. Not to be confused with POR, this is your deployment's primary contact. This is the name and address you should use when creating an order for a customer, and this is the person that will be receiving information requests through the project. This can be your customer, or someone in your organization and is determined by you for each project. EU End Users. The nice people in your customer's organization whose can t wait to get their hands on CRM. Seats - End-users, which require a paid Dynamics CRM Online license. SMB - Small & Medium sized Businesses (SMB seats) SOW - Statement of Work. This is typically what partners send to their customer's before starting a project. RapidStart CRM is designed so you don't need to do an SOW if you don't want to, but we have provided some example language you can look at if you would like to. RapidStart CRM has no contractual relationship with your customer, our agreement is between the partner and us and is outlined in the Terms and Conditions. CSP Cloud Service Provider. This is Microsoft s preferred licensing model for the future and comes in two flavors. Indirect (formerly called 2-Tier) and Direct (formerly called 1-Tier). In both cases the Partner owns the monthly billing relationship with their customer. The Direct model would generally be for larger partners, it creates a direct provisioning relationship with Microsoft and requires a significant investment to establish. Most SMB Partners will utilize the Indirect model offered through distributors. Contact your distributor for details. Updated: 6/29/2016 Page 2

5 Partner Portal Basic Navigation How do I use RapidStart CRM s Partner Portal? RapidStart CRM consists of two portals, a Partner Portal where you manage your leads and orders and track your deployments, and a Deployment Portal where the Point of Contact (POC) uses web based Wizards to customize a specific deployment. We ll go over the Partner Portal here; the Deployment Portal is discussed in a separate document in the Learning Center. Our Partner Portal has the following primary areas: 1. Leads, for managing your Leads 2. Marketing Campaign Activity (coming soon) 3. RapidStart Orders, for placing your Orders and checking status 4. RapidStart CRM Projects, for reviewing deployment progress on CRM projects 5. RapidStart SP Projects, for reviewing deployment progress on SharePoint projects (coming soon) 6. Find a Developer, for locating a verified CRM developer 7. Videos, where we post various video resources for you 8. Learning Center, where we provide various Training documents Updated: 6/29/2016 Page 3

6 Working with Leads Creating New Leads Typically, you would start by adding some Leads to your account. This is not required however, you can do your own Lead management and when you have a customer ready to move forward you can go straight to adding an Order (more on Orders later). But you may want to enter your leads for other reasons, the primary one being that you want to take advantage of our Outbound Marketing Service (information in the Learning Center). Outbound marketing is currently only available for RapidStart CRM. Outbound marketing for RapidStart SharePoint is coming soon. When entering a new Lead, you will note a few items. The Country is where the Lead is located, and the Language is for the Lead. You also have the option to add this Lead to our Outbound Marketing Campaigns. If you would like to upload Leads in bulk, contact us and we can help you with that. BTW, a great source of Leads for RapidStart CRM would be your existing Office 365 customers! Updated: 6/29/2016 Page 4

7 Updating Leads Once you have entered a Lead or Leads, you can go back at any time and update the Lead information. To update a Lead s information, or add a note to a Lead record, click on Leads and then click on the Hyperlink for the particular lead. Here you can update any information including adding or removing the Lead from our Outbound Marketing Program. You can also view campaign activity for the Lead, including the delivery and opening of marketing s. Updated: 6/29/2016 Page 5

8 Converting Leads There are two actions that you can initiate on a Lead that you have entered into our system: Convert to Order or Remove When looking at a specific Lead record, you can select in the Actions dropdown to Permanently remove the Lead from our System or Convert the Lead to an Order. Either way the Lead will no longer appear in your Lead list view. The same can be accomplished in the Lead List view for one or more Leads. Select the checkbox next to the Lead or Multiple Leads, and select the Action from the dropdown to Convert or Remove the checked Lead(s). You can also permanently remove the Lead from our system, or convert the Lead to an Order. If you would like to upload Leads in bulk, contact us and we will help you with that. Updated: 6/29/2016 Page 6

9 Working with Orders Orders are created by either Converting a Lead to an Order or creating one directly and can be viewed in the Orders area. In the Order list view are all of the Orders you have placed in our system. Take note of Order Status, this will change throughout the project depending on whether we are awaiting information, payment, or currently working on the project. Updating or Creating Orders If you convert a Lead to an Order, you will need to open the Order record and add the additional information we need. This is the same form you will be shown if you create a new Order directly. To open a record, click on the hyperlinked Company name in the list view, to create a new Order click on the Add Orders in the sidebar. The next image features the full order form. Please note that Quickbooks, Socialport, and Live Training add-ons as well as RapidStart for SharePoint are not yet available but are coming soon. For now, these are read only and cannot be selected when placing an order. Updated: 6/29/2016 Page 7

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11 Prior to adding an Order or Updating Order information you should have created a CRM tenant for your customer; we will need the CRM tenant url, admin username and password for the order. You can fill in what information you have, save the record, and return later when you have all information. Once you update all of the Order information, change the slider to I m Finished and save it, an invoice will be generated and sent to you for the RapidStart CRM model you selected in the order. Note: Once you select I m Finished, and Save, the order cannot be changed in the portal. The Order process will continue once payment has been received and a Project will be created from the Order information and our team will begin work. The POC. You may elect to assist with deployment yourself, or have someone else in your organization do it, or even have the customer do it themselves. Change the slider the Partner to be able to select a member of your staff as the POC. Leave the slider as customer and fill in the contact information to the right for the customer. All communications for the Deployment will be to that staff member or the customer name and you indicate here. You will be copied on any communications. Selecting the Party (Partner or Customer) determines the tone and content of the communications. For Customers, our communications will speak in language appropriate for a customer and will reference you as the party requesting information, etc.. For Partners the communications are more direct. Deleting Orders You can delete orders either because the customer did not move forward or the deployment was completed. You can delete an Order in either the list view or the individual Order form by selecting Delete Order from the Actions dropdown. The following actions will occur depending on the Project Status at the time you delete the order. 1. If the Project Status is Awaiting Order Information or Awaiting Payment, then a project has not been created yet, and the Order will simply be deleted. 2. If the Project Status is Awaiting POC or We are Working, then a Project is underway, the order will be removed from your list view, but the project continues. 3. If the Project Status is Completed, the Order will be removed from the view. Updated: 6/29/2016 Page 9

12 Working with Projects Once a Project is created, the POC will be invited to the Deployment Portal and start working with the Wizards to customize their CRM, but you can track the progress your deployments in the Projects areas of the Partner Portal. Viewing your Projects The Projects area is where you can keep tabs on what is going on in the Deployment Portal. In the projects list you can see each of your deployments and which stages have been completed. Clicking on the hyperlinked Customer Name will bring up the full project details. Updated: 6/29/2016 Page 10

13 There are several Stages and Steps to the RapidStart CRM process and you can see where a specific Project is by looking for the last step that has a date next to it. This date indicates when the step was completed. The Order will also reflect the current status, for example whether We are Working or Awaiting POC, or we have Completed the order. Updated: 6/29/2016 Page 11

14 Videos Videos: This is where we post videos for your use in training your sales team. Learning Center This is where we post various documents including the Partner Pricelist, our Code of Ethics, Reseller Terms and Conditions, SOW Guidance, Support, and training materials for your use. RapidStart CRM Reseller Process What do I, as a reseller, have to do? At a minimum, once you sell a RapidStart CRM deployment model, you have to purchase the Dynamics CRM Online subscription via whichever means you chose: Advisor (WebDirect), Open or CSP through your Distributor. Once the subscriptions are purchased a CRM tenant will be provisioned for you and you will need to provide us with the tenant information. You also have to pay for the RapidStart CRM service. There is nothing else that you have to do. What else can I do if I want to? In addition to the Dynamics CRM Online license revenue you will receive, and whatever markup you add to our RapidStart CRM service to your customer, there are several additional areas where you can generate revenue adjacent to RapidStart CRM including any or all of the following: 1. You, or one of your staff could be the POC and liaise with your customer in the deployment process. You may want to do this anyway for other reasons, but it is not required. As a liaison you can justifiably charge your customer fees for consulting services. Updated: 6/29/2016 Page 12

15 2. We provide instructions to the POC for client installation the Outlook CRM Connector and mobile app if desired. You could assist with the simple installation of these tools for the users. 3. Some customers struggle with the preparation of their data for our import stage. We provide the POC with Excel templates, with the proper customized headings (First Name, Last Name, etc.) and the POC is responsible for populating the templates with the initial data they want in CRM. This is not complicated, it is simply copying and pasting data from whatever source they have onto the templates. The data should be clean, so some deduping and formatting is often required. This is an excellent consulting opportunity to assist the customer with their data preparation. 4. All of our models include some third-party add-ons like integrated training, or marketing research or customer portals. Some of these add-ons have an opportunity to upsell the customer on a more advanced version of the add-on with you as a reseller for the add-on provider, each of which includes a partner fee. 5. In addition to the add-ons we include, there is a vast marketplace of additional add-ons available from ISVs that you may resell to your customer after the RapidStart CRM deployment. You can find them here. 6. At some point in the future, your customer will probably want to expand their capabilities of CRM and you could engage a Stage Two CRM partner to help them with their plans. We are developing a list of such partners who have expressed an interest in working through partners like you, and have agreed to our Developer Code of Ethics. This is simply information we provide to you; you will make you own arrangements with the Stage 2 CRM developer. We are not compensated in any way for this service. What is POR? Microsoft Partner of Record. This is your Microsoft Partner Network ID and is used by Microsoft and Distributors to track your customers and pay your Fees. POR is a 7-digit number that is provisioned in your customer s cloud portal tenant automatically when you provision a Dynamics CRM Online trial. You will want to double-check that you are indeed listed as the POR for the subscription. The access provided by you to us to perform our work does not provide for us to update or change the POR for you. What is Delegated Admin? Delegated Admin is a partner feature that allows partners to access and administer their customer s tenants with their own credentials without consuming a customer license. While we could perform our service using our delegated admin capability, it would require a few additional steps including a tenant admin accepting our delegated admin request and later removing us a delegated admin. Since our goal is to complete the entire deployment within the 30-day trial period, this is typically not necessary. Once completed, the user license we use to perform our service can easily be applied to another user Can I send a customer to the Partner Portal? The Partner Portal contains materials and information that is for Partners Eyes Only. You may designate your customer as the POC and they will be granted access to the Deployment Portal for the duration of the deployment. Updated: 6/29/2016 Page 13

16 The RapidStart CRM POC Process When I place an Order, what exactly happens, end-to-end? Upon receipt of your payment and the Order Information in the Portal, a Project is created with the Six Stages of the RapidStart CRM service. An will go out to the POC letting them know the project has commenced and give them an overview of the coming stages. All of the following Stages and Steps are performed with the designated POC: Stage 1 - Setup 1. Immediately upon receipt of the completed order, our team will confirm that we can access the CRM tenant with the credentials you provided in the Order. If we cannot access, we will contact you to rectify. Once access is confirmed we will update the project record to indicate the date of access confirmation. 2. We will install the necessary solutions on the tenant based on the model chosen. Once the solutions are installed and tested, we will update the project record with the date of step completion and Stage 2 will automatically begin. Stage 2 Entities and Fields 1. An will be sent to the POC explaining the process for entity and field customization and providing them POC access credentials to the Deployment Portal and guiding them to the Stage 2 Area. We will update the project record to indicate the date this was sent. 2. In the Deployment Portal the POC will be guided to fill in the Questionnaire style forms (Wizards) with the specific information about their business. This process is designed to be non-intimidating and very simple, they will answer basic questions about their business and their customers. In the background, a customization manifest is being created for our team. We will update the project record to indicate the date of completion by the POC. 3. We will perform the customizations to the entities and fields, and notify the POC that the customizations are complete. We will update the project record to indicate the date of completion of this task. 4. The POC may (optionally) log into the CRM instance and review the customizations. Their approval is required. We will update the project record to indicate the date of their approval and Stage 3 will automatically begin. Stage 3 Guided Business Process 1. An will be sent to the POC letting them know they can return to the Deployment Portal and guiding them to the Stage 3 Area. We will update the project record to indicate the date this was sent. 2. In the Deployment Portal the POC will be guided to fill in the forms with the specific information about their business sales process. We will update the project record to indicate the date of completion by the POC. 3. We will perform the customizations to the Guided Business Process, and notify the POC that the customizations are complete. We will update the project record to indicate the date of completion of this task. Updated: 6/29/2016 Page 14

17 4. The POC may (optionally) log into the CRM instance and review the customizations. Their approval is required. We will update the project record to indicate the date of their approval and Stage 4 will automatically begin. Stage 4 Security Setup 1. An will be sent to the POC letting them know they can return to the Deployment Portal and guiding them to the Stage 4 Area. We will update the project record to indicate the date this was sent. 2. In the Deployment Portal the POC will be guided to fill in the forms with the specific information about their users and roles they want applied to each user. We will update the project record to indicate the date of completion by the POC. 3. We will perform the addition of the user accounts and application of the security roles, and notify the POC that the work is complete. We will update the project record to indicate the date of completion of this task. 4. The POC may (optionally) log into the CRM instance and review the Security changes. Their approval is required. We will update the project record to indicate the date of their approval and Stage 5 will automatically begin. Stage 5 Data Import (If Add-On was Purchased) 1. An will be sent to the POC including attached Excel template files with the proper headings for their populating with the initial data they would like to be imported into CRM. We will update the project record to indicate the date this was sent. 2. Upon completion of the data import templates, the POC will return to the Deployment Portal and upload the templates to the designated area. We will update the project record to indicate the date of completion by the POC. 3. We will perform the data import, and confirm successful import and notify the POC that the work is complete. We will update the project record to indicate the date of completion of this task. 4. The POC may (optionally) log into the CRM instance and review the data that was imported. Their approval is required. We will update the project record to indicate the date of their approval and Stage 6 will automatically begin. Stage 6 Go Live Once the POC approves the Data Import stage, an will be sent to the POC including links to our Getting Started content, administrator training and how to use the integrated User training. If you are the POC, you can forward this to your customer. Updated: 6/29/2016 Page 15

18 RapidStart CRM Timeframe How long does this whole process take? That depends. We promote this as a 30-day process to fit within the free trial time frame for those using the free trial. However, it could take much longer, or be completed much faster depending on the POC. Of the six stages, the first four could be completed simultaneously in a single sitting. If the POC has clean data, ready for import, that could be done in a matter of days and then Go-Live documents can be sent. The entire process could be completed in a less than a week. However, if the POC is slow to respond, it could take significantly longer. Are there things I can do to help to make sure this gets done as quickly as possible? Absolutely. First, make sure you have familiarized yourself with the process by reviewing the available documents and videos. Then make yourself, or one of your staff, the POC for the project so you can control the execution. Alert your customer immediately to start getting their data organized and cleaned up. Schedule a meeting with your customer and any of their relevant staff, and pull up the Deployment Portal either in their office or in an online screen share and go through the Wizards with them for the first four stages. We will send you the import templates shortly thereafter and you can work with the customer to get the data transferred to the templates and get them back to us. We will get the data imported shortly thereafter and send the Go Live documents. You re done!!! Estimated total effort on your part: 2-4 hours. Updated: 6/29/2016 Page 16

19 Support Does RapidStart CRM provide support? One of the challenges with building an engine for Partner CRM deployments at a global scale is avoiding those areas where things can slow down. Customer Support is one of those areas. Wherever we are able to, we will be providing support in the form of documentation and videos. However, we will provide support to Partners having issues with our Partner Portal or POCs having issues with our Deployment Portal. We are not able to provide support or guidance to customers about what they want to do with CRM or what information they should provide in the Wizards, that is up to you to advise them, or for the customer to figure out about their business. We are also not able to provide end user support for Dynamics CRM Online, you or your customer will need to contact Microsoft Support or your CSP for product support issues. For any add-ons, the add-on providers will provide support according to their own support policies. RapidStart CRM Webinars Everything you should need to get started is right here in the Learning Center but we also plan to provide regular Webinars with live demos, RapidStart CRM overview and a Q&A session. The webinars will be a great way to see exactly how to get started on scoping out your next CRM deployment project. Updated: 6/29/2016 Page 17

20 Pricing and Billing How much does RapidStart CRM cost? Although we manage the entire project, for simplicity we charge a fixed cost based on the deployment model selected. Please review our Current Price List in the Learning Center for details. Will customers see the price? No, we want you to build a profitable CRM practice, so we charge you, and you charge the customer in line with whatever model suits your business. For example, your charge to the customer could be a one-time deployment fee or part of a managed service offering package. Customers do not have access to the Partner Portal. If you make the customer the POC, they will only have access to the wizards and information in that portal, no information related to the Order or cost is exposed to the customer. Is RapidStart CRM available through distributors? Not yet, but we are currently in discussions with distributors to offer RapidStart CRM in their CSP models. When do I pay for a RapidStart CRM Deployment? When you have created, or updated an Order and selected the I m Finished box, we will generate an invoice and send it to you. The project will commence once payment is received. How can I pay? You have the option of mailing a check, paying online with ACH direct from a bank account, or wire transfer. We do not accept Credit Cards or PayPal. Can I get a refund? RapidStart CRM is a service performed on your behalf by our technicians. Once a project is completed, the time has been used so we cannot offer any refunds. A partial refund may be offered at our discretion for a project that is canceled before completion. What if my customer wants a refund? The POC is responsible for providing us with the information used and also is required to approve each stage upon completion. We do not offer any refunds on completed projects for any reason. Updated: 6/29/2016 Page 18

21 Selling RapidStart CRM We are developing Sales Training materials as quickly as we can, but wanted to answer a few common questions here: How much should I charge my Customer for a RapidStart CRM deployment? Obviously, this is entirely up to you. RapidStart CRM was originally developed by Forceworks, a leading Dynamics CRM Online deployment partner for use with their own direct clients. Through many deployments, we determined that the fair price point for the standard RapidStart CRM for Sales is about $7K-$10K. Within this price range we had little resistance from customers, and they were very satisfied with the value received at the conclusion. Check out the customer videos on our website! The pricing above also assumed the customer would be the POC. If you were to take on the POC role you should definitely add compensation for that. Of course you could sell a RapidStart CRM for $20,000, and possibly get a customer to pay it, however your customer may not feel the result was worth that much, unless you were one heck of a POC, and you could have satisfaction issues at completion. Value is clearly in the eye of the beholder. Don t forget, in addition to the markup you put on a RapidStart CRM deployment to your customer, you will also be receiving significant money from Microsoft for the subscription sale! There may also be other Microsoft funds available to you like POC (Proof of Concept) dollars and BIF (Business Investment Funds); definitely check with your Microsoft Partner Sales Executive to understand the full compensation picture. Updated: 6/29/2016 Page 19

22 Supported CRM environments RapidStart CRM is only available for new Dynamics CRM Online environments. If your customer already has Dynamics CRM Online and wants a RapidStart CRM deployment you will need to contact Microsoft Support and have their instance reset to insure that no conflicts occur. We do not offer RapidStart CRM for on-premise CRM deployments. To be successful, at scale, we need to know the environments we are performing on are consistent and only Dynamics CRM Online provides this for us. If you are a provider of Partner-Hosted CRM, and would like to package our RapidStart CRM models with your offering, we would be happy to test our deployment models on your environment for a reasonable fee. Updated: 6/29/2016 Page 20