Accelerate Business Success With XRM

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2 Accelerate Business Success With Harry Ng, Microsoft Certified Trainer Senior Systems Consultant, Infocan Accelerate Business Success With

3 Topics Setting the Stage Key Execution Issues Design Application Architecture Extend Process Scenarios with SharePoint Customer Showcase Accelerate Business Success With

4 SETTING THE STAGE Key Success Drivers Key IT Challenges Enables Business Success

5 Key Success Drivers How do you define success? 66% of CEOs believe their organizations need to introduce fundamental/ radical changes in the next 2 years Products and services can be copied. Our business processes and our business models are our differentiators. CEO Global Enterprise Business process innovation as key competitive advantage Business productivity innovation is needed now more than ever Flexibility to rapidly implement global innovation is a key enabler Accelerate Business Success With 5

6 Key IT Challenges Challenges with delivering sustainable business value Too much time and money is required to efficiently develop, deploy and maintain custom applications Identifying the right application is costly. Maintaining applications from multiple vendors is cumbersome Limited budget and resources Too many issues with buying and building apps Not equipped to rapidly respond to Difficult to deliver business ROI and business change Accelerate differentiators Business Success With 6

7 Enables IT & Business Success delivers business results through 4 D s of Differentiated IT IT Business Differentiated IT Drive efficient & effective IT Develop flexible business applications Deliver rapid innovation & agility Demonstrate business success Accelerate Business Success With 7

8 KEY IT EXECUTION ISSUES Issue #1 IT Can t Deliver Issue #2 Too Many Trade-Offs Issue #3 Benefits Come At Too High A Cost Issue #4 Stack Up The Problems Issue #5 Exponential Issues

9 Issue # 1 Can t Deliver On Requests Not delivering business solutions can cause even more issues The Slippery Slope 1 Request Business requests an application 2 Denied Low priority or not enough budget for IT to deliver 3 Go Solo Business creates or buys a shadow application 4 Result Hundreds of shadow applications pop-up (issues) 5 Clean-up IT tasked with cleaning-up shadow apps 6 Repeat Go to step 1 Often time the business goes without, resulting in inefficiencies Accelerate Business Success With

10 Issue # 2 Too Many Trade-Offs Buy and Build Are Both Unbalanced Faster Buy Packaged Apps Lower Faster Delivery Time (if OOB) Lower OOB Business Fit (Change Business to Fit) Narrow Scope of Available Applications (Buy Multiple) Slower Build Custom Applications Higher Broadest Scope of Possibilities Slower Delivery Time Higher Potential Business Fit Resource/Time Intensive Difficult to Deliver Complete Scope of available applications Accelerate Business Success With

11 Issue # 3 Benefits Tied To High Costs Both Buy and Build Benefits Come Locked in with Costs Buy Benefits Leap frog end-to-end development Configuration /OOB capabilities Earlier to maximize benefits Vendor provides maintenance Vendor delivers enhancements Costs Locked into vendor / schedule Customized to fit business Business adjust their processes Must buy new software with new licenses for every application need Build Tailor application to business needs Leverage existing infrastructure Not one size fits all program Greater control over dev process Not as reliant on a vendor Expensive to develop Compromise application capabilities High maintenance costs Inability to rapidly change / innovate Long delivery cycles Accelerate Business Success With

12 Issue # 4 Stack Up The Problems Major issues in the application stack exist for both buy and build Application Stack Line of Business Context / IP Buy Limited fit to unique business needs Build Limited capabilities due to trade-offs User Experience Application & Database Services Physical Environment & Resources Inconsistent user experience. High training effort Rigid constraints. Customizations don t upgrade well Requires expert resources and new environments Inconsistent and incomplete user experiences Lack of reusability and business agility Code doesn t port easily. IP with developer Accelerate Business Success With

13 Issue # 5 Exponential Issues Each issue is compounded with every separate LOB applications Application Stack Line of Business Context / IP Business IP Business IP Business IP Business IP Business IP Business IP 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 Most large organizations have hundreds of LOB applications Accelerate Business Success With

14 Issue # 5 Exponential Issues Each issue is compounded with every separate LOB applications Application Stack Line of Business Context / IP Business IP Incomplete and limited business IP Business IP Business IP Business IP Business IP High cost to business. Low impact to business success Business IP User Experience User Experience User Experience Inconsistent user experiences User User High Experience training costs. Experience Low usage User Experience User Experience Application & Database Services Application & Database Services Duplication of application and data services Application Application Application Application & Database & Database & Database & Database Services High costs Services to deploy, change Services and maintain Services Application & Database Services Physical Environment & Resources Physical Environment & Resources Duplication of infrastructure and resources Physical Physical Physical Physical Environment Environment Environment Environment & Resources High resource & Resources costs. High & Resources effort to maintain & Resources Physical Environment & Resources As a result, most large organizations have very low business agility Accelerate Business Success With

15 A BETTER WAY Bridging the gap Defined Relational LOB Applications Defined Applications Fit

16 Bridging the Gap A better way to accelerate application development Build Rapidly innovate and grow your business Buy Development Tools Development Frameworks Application Platform Packaged Applications Lower total cost of ownership (TCO) Accelerate Business Success With

17 Key Concepts Defined Rapidly develop relational business applications Application Platform Layer is a Microsoft application platform layer designed to accelerate the development of relational business (or LOB) applications through flexible dynamic application services Dynamic Application Services Reusable application services that can be adapted and extended to create many unique applications Multi-Tenant Architecture Multi-tenancy allows organizations to build and run many LOB applications on a single platform Microsoft Technology leverages familiar Microsoft technologies as building blocks, including Microsoft Office, Outlook, SQL Server,.NET and Windows Accelerate Business Success With

18 Relational LOB Applications s Sweet Spot for Rapid Application Development C = Customer X = Any Used By To Manage Automates Tracks Provides Integrates with Baseline Definition (CRM) Marketing, Sales and Customer Service Teams Customer Relationships Marketing, Sales and Service Business Processes Interactions, Activities, Tasks, and 360 History Customer-centric Analytics ERP applications Any Team Any Relationship Any Relevant Process Interactions, Activities, Tasks and 360 History of X X -centric Analytics ERP and CRM applications Accelerate Business Success With

19 Applications Fit Platform flexibility ensures each application you build fits Fits Your People The right user experience for every user role Fits Your Business Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets Accelerate Business Success With

20 DESIGN One Platform : Many Applications Designed for Business Context Designed for User Experiences Designed for Application Delivery Designed for Shared Resources

21 One Platform : Many Applications accelerates the development of many LOB applications BUILD Vendor Asset Employee Program Constituent many LOB applications Supplier Property Recruit Project Grant ON Contractor Fleet Resource Product Licensing a single platform Partnership Contract Lifecycle Task / Activity Legislation WITH shared resources Consistent and Complete User Experience Shared Application and Data Services Shared Environments & Resources Accelerate Business Success With

22 Designed For Business Context Enables business differentiation and impacts business success Application Stack Roles & Users Access & Security Data Capture & View Process Automation Capabilities & Features Tracking & Reporting Line of Business Context / IP Relational business application platform to build many apps Consolidate legacy applications and build new as needed Designed to fit wide variety of business needs Deliver complete business solutions Change business applications to fit business needs Users Services Resources Accelerate Business Success With

23 Designed for User Experience Reduce training time and costs with consistent user experience Application Stack Business IP Office / Outlook Common Features Online / Offline Multi- Lingual Multiple Devices Web / SharePoint User Experience Familiar and intuitive MS Office user interfaces Consistent user experiences and tools Access anywhere from any web browser Fully featured online and offline Personal and shared views, queries and analytics Services Resources Accelerate Business Success With

24 Designed for Application Delivery Reduce time and costs to deliver and update applications Application Stack Business IP Users Application Definition & Portability Relational Data Design Windows Workflow Foundation SOA / Webservices Multi-tenant Multi-lingual Multicurrency Manageable & Upgradable Application & Data Services Point & click application definition and portability Declarative data schema and relational design Business process automation and orchestration Dynamic web-services and data/metadata APIs High availability, performance and scalability Resources Accelerate Business Success With

25 Designed for Shared Resources Reduce costs and optimize IT efficiency and effectiveness Application Stack Business IP Users Services Common Technology Leverage Microsoft Stack Single License For Multiple Apps Shared Servers & Environment Shared IT Resources (Pool) Consistent Delivery Process Environment & Resources Multi-tenant & multi-application business architecture Shared Microsoft technology stack for common skill sets Single user license for multiple applications Shared servers, infrastructure and maintenance Shared pool of IT professionals and developers Accelerate Business Success With

26 One Platform : Many Applications Screenshots of applications in government Citizen Services Portal Conservation Citizen Case CSP Tracking Agriculture Disaster Accelerate Business Success With

27 Application Architecture Dynamic Application Services

28 цззй йз Microsoft Technologies Maximize your existing technology investments & resources Intuitive user tools increase user adoption & productivity Standard tools optimizes IT resources and infrastructure works like and with familiar Microsoft technologies Foundational Technologies Accelerate Business Success With 28

29 цззй йз Point & Click Customization Build your applications with nothing but a mouse Powerful and intuitive point & click allows organizations to rapidly build entire applications For technical and nontechnical users Enables lightning fast deployments and agile iterative design and feedback Completely define each unique application through point & click Less developers focused on building infrastructure Point & Click Customization Components Relational Data Schema Forms Designer & Navigation Feature Functionality Role-based Security Business Logic Process Automation Reporting Application Configuration Accelerate Business Success With 29

30 цззй йз Point & Click Customizations Quickly create customized user interfaces Forms Designer Customize Form Layout IFrames ISV extensions Form Scripting - JScript Field-level Events Data value property to get / set values Methods to get client attributes / state Navigation Custom navigation via SiteMap Outlook menu extensions Accelerate Business Success With 30

31 цззй йз Point & Click Customizations Quickly create and display the unique UI that you need Contextual Tabs Relevant Entities Necessary Fields Accelerate Business Success With 31

32 цззй йз Ripple Effect Changes Dynamically Propagate To Application Services The Ripple Effect increases IT responsiveness to business requests, increases productivity and provides low TCO Ripple Effect - Create New Field New field is dynamically made available to: Forms Designer (UI) Client-side Jscript Workflow Engine (triggers, data ) Advanced Find & Query Analytics Wizards (Workflow/Reporting) Offline Synchronization Web-Services (Data/Metadata API) Mail Merge Data Import, Mapping & Deduplication Accelerate Business Success With 32

33 цззй йз Data Modeling Services Simple declarative modeling of complex business entities Schema modeling and metadata definition accelerates creation Every application is defined in metadata vs. in code Export application definition and import into other servers Metadata architecture simplifies upgrades Publish changes on the fly Applications built on will inherit new capabilities as platform evolves SQL Server automation Table creation (entities) Data Relationships (n:n) Referential Integrity Rules Data Modeling Components Attribute definition & rules Metadata management Web-based schema tools No SQL required Accelerate Business Success With 33

34 цззй йз User Experience Consistent user experiences across multiple LOB applications Decrease training time and increase user adoption with a consistent user experience Use the user experience that fits your users the best Consistent navigation and tools across all applications Productivity tools are optimized for users Consistent user experience, even in offline mode (data, reports, workflow, custom) User Experience Components Microsoft Office Integration Microsoft Outlook Sync Standard Clients & Devices Common Navigation & SiteMap User Functionality & Tools Offline Capabilities Language Packs Accessibility Accelerate Business Success With 34

35 цззй йз User Experience Standard user functionality comes in every application Prebuilt and reusable user functionality provides consistent experiences and standard productivity tools across all applications Foundational Capabilities Mail Merge Presence Visibility Knowledge Base Task & Activity List Event User Queues Scheduling Advanced Find & Query Outbound Bulk Reporting Wizard (Personal) Smart Search Workflow Wizard (Personal) Productivity Tools Custom Views (Personal) Interaction Issue Tracking Outlook Synchronization Accelerate Business Success With 35

36 цззй йз Security Services Granular security model for role-based access and controls Simplify user administration with role-based access controls and data security logic Rapidly add multiple users directly from Active Directory Create role profiles and assign appropriate security access Export and use security roles across all environments (Dev, Test, Staging, Production) Control operations on all relevant custom entities Access & Security Components Active Directory Access Controls / Authentication VPN-less Accessible (SSL) Bulk User Role Role-based Security Hierarchical Security Deep data controls Accelerate Business Success With 36

37 цззй йз Analytical Services Ensure data and insight consistency across all LOB applications Empower every day users with easy reporting, visual insight and actionable analytics 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 SQL Server/SRS/SAS Microsoft Excel Report Creation Wizard Scheduled & Offline Reporting Extensibility Components Ad Hoc Analytics Dashboards / KPIs OLAP Predictive / Data Mining Accelerate Business Success With 37

38 цззй йз Visualizations Dashboards and extensive visualization capabilities Citizen s Issues Dashboard Recruit Compatibility Facility At-A-Glance Recruiting Scorecard Employee At-A-Glance Asset Dashboard Accelerate Business Success With 38

39 цззй йз Process Automation Services Automate and orchestrate line-of-business processes Reduce costs and increase user productivity through optimized processes and procedures Configure process models the way it fits your business Capture and operationalize process best practices Measure and improve business processes Wizard makes it easy for end-users to create personal workflow Process Automation Components Windows Workflow Foundation Process Modeling & Design Workflow Wizard Workflow Stages Workflow Triggers Workflow Logic Workflow Actions Workflow Tracking Accelerate Business Success With 39

40 цззй йз Windows Workflow Foundation Common foundation for workflow Windows Workflow Foundation provides a powerful workflow platform to tackle the most challenging automation tasks Shared workflow engine across other Microsoft technologies (including SharePoint & BizTalk) for enhanced process federation Business-level configuration environment for end-users IT-level design environment for sophisticated users Accelerate Business Success With 40

41 цззй йз Conceptual Architecture Designed for flexibility and extensibility Cloud Server Integrated Applications Standard UI (Outlook, Web, Mobile) Custom UI & Mash-Ups (ASP.NET, SharePoint, Silverlight/WPF) Reporting (Excel & SRS) Web Services Custom Asynchronous Actions (.NET Assemblies) Custom Synchronous Actions (.NET Assemblies) Workflow Synchronous Business Logic Business Entity Components Data Access Components Data Access Platform Role-Based Security Multi-tenant Controller Metadata Data Accelerate Business Success With 42

42 цззй йз Platform Services Streamline LOB application administration with Reduce administrative costs with tools that streamline and simplify operations Integrates with Microsoft tools and heterogeneous environments Full application portability streamlines dev-teststaging-production release Backwards compatibility Keep all applications up and running from one place Data management Platform Components Portable Application Model Release Upgrade Job Monitoring & Controls Data /De-dup Diagnostic Tools & Alerts Federated Updates MOM / System Center Accelerate Business Success With 44

43 EXTENDED PROCESS SCENARIOS SharePoint and Have Complementary Strengths SharePoint and Have Complementary Approaches Better Together with Microsoft Technologies

44 SharePoint and are Complementary Combined strengths cover broad business needs SharePoint Unstructured & Semi-structured Data Social Engagement & Collaboration Information Evolution & Storage Informal Rules Enterprise Search Across Teams & Domains Structured Relational Data Interactions, Activities & Tasks Information Generation & Analytics Formalized Processes Data Query & Filter Within Teams & Domains Accelerate Business Success With

45 SharePoint and are Complementary Each enable different parts of process to different audiences External Process Audience (Internal Organization, External) SharePoint Broadcast Publish Social Engagement Access/Search Collaborate Unstructured & Semi-Structured Data (Information, Content, Documents, Lists) Integrate & Extend (BCS, Web-Parts, Enterprise Search ) Internal Process Audience (Business Units, Departments, Teams) Manage / View Business Process Automation Act / Interact Structured Relational Data (5+ data tables with data relationships) Accelerate Business Success With

46 Microsoft Technologies Complementary strengths for extended process scenarios Breadth of Capabilities Unstructured Data External Process Audience Broadcast & Publish SharePoint Access & Search Extensions Feature Gaps.NET AND Usability & Productivity Office Gaps Familiarity / Usability Business Process Automation Query & Analyze Relational Data Internal Process Audience Accelerate Business Success With

47 CUSTOMER SUMMARY ROI

48 Trade Application Consolidation Agency Agriculture Customer ROI Tangible benefits Replacing 70 applications Reducing application development staff from 20 contractors to 8 contractors Expected savings over $8M over five years Reduced enrollment process from days to 2-3 days Connects H&R employees, employers, hospitals, and schools with state agencies Reduced data cycle from 6 weeks to less than 24 hours Eliminated over 40 custom LOB applications (Lotus Notes) Consolidating additional 120 LOB applications in less than 1 year Single repository so that all users access the most current data Elimination of multiple manual entries on paper, in spreadsheets or in redundant databases will reduce the entry errors Accelerate Business Success With

49 Dealer Citizen Contractor Property Customer ROI Tangible benefits Increase in closed business deals Live with hosted solution within 5 days Accelerated deployment by 6 months Improving First Call Resolution Rates to 80% Increasing Call Capacity by 100% Increasing Electronic Tax Collections by 500% Improved productivity by automating manual processes Better track information derived from multiple communication channels Saves more than 1,250 hours of labor each year by automatically transferring dealer configurations to quotes Reduced overhead and improved experience as orders are filled more quickly and more accurately Accelerate Business Success With

50 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.