ENGAGE YOUR CUSTOMERS WITH SALES AND SERVICE FUNCTIONALITY

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1 ENGAGE YOUR CUSTOMERS WITH SALES AND SERVICE FUNCTIONALITY Microsoft Dynamics 365 educational webcast series presented by RSM May 31, 2017

com Mike has been advising clients on how to get the most out of People, Process and Technology for

2 Today s presenters Mike Nafziger Principal and National Customer Engagement Leader Michael.Nafziger@rsmus.com Mike has been advising clients on how to get the most out of People, Process and Technology for 30 years. Dian Taylor Manager Customer Engagement Presales Consultant Dian helps clients understand how Dynamics 365 Customer Engagement applications can provide benefits to their organization

3 Agenda What is Dynamics 365 Dynamics 365 for Sales Dynamics 365 for Customer Service Dynamics 365 for Field Service Dynamics 365 for Professional Services Demonstration

4 Introducing Innovate 365 platform by RSM RSM s capabilities for Microsoft Dynamics 365 4

5 WHAT IS DYNAMICS 365?

6 Next Generation Intelligent Business Applications CRM Microsoft Dynamics 365 ERP

7 Two editions Business edition Companies up to 250 employees Enterprise edition Companies more than 250 employees Finance Sales Customer Service ERP Finance and Operations Sales Customer Service Field Service Professional Service Automation Marketing

8 Dynamics 365 Microsoft AppSource Grow business at your pace. Redesign business processes faster. Make smarter decisions quicker. Microsoft Dynamics 365 Common application platform: PowerApps, Microsoft Flow, Common Data Model

9 DYNAMICS 365 FOR SALES

10 Microsoft Dynamics 365 for Sales Empowering sellers to drive personal engagement with their customers Actionable Insight Customer Sales Performance Seller Personal Engagement Customer Management Manager

11 Actionable insight Lead prioritization Relationship health Product recommendation The amount that you can see on what your customer is doing is huge. We measure everything. Customer intelligence Microsoft custom research on digital transformation of sales, 2016

Personal engagement Email intelligence Social selling Relationship assistant

12 Personal engagement intelligence Social selling Relationship assistant Content collaboration Microsoft custom research on digital transformation of sales, 2016

13 Customer management Opportunity management Sales mobility Sales process You can't hide from the mobile trend and there's no substitute for having access to information anytime. Partner management Microsoft custom research on digital transformation of sales, 2016

14 Sales performance Seller onboarding Sales effectiveness Hit your numbers by setting goals, monitoring results and providing feedback and coaching in real time. Reports & dashboards Gamification Microsoft custom research on digital transformation of sales, 2016

15 DYNAMICS 365 FOR CUSTOMER SERVICE

16 Dynamics 365 for customer service Customer Agent?

17 Omnichannel Unified platform Offer a unified service experience across self-service and assisted service channels. 360 customer view Understand customer history, preferences and voice of the customer to personalize every interaction. Personalized engagement Leverage insights and resources to create individualized and consistent experiences across channels. of consumers expect consistency and 90% continuity across channels Aberdeen: Empowered Customers Demand a Seamless Experience 17

Agent enablement Role driven Intelligent case management Collaborative of service organizations can solve an inquiry using a single 4% application

18 Agent enablement Role driven Intelligent case management Collaborative of service organizations can solve an inquiry using a single 4% application Kate Leggett, The Mandate For Intelligent Customer Service, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, December

19 Knowledge Unified content Simple management of consumers use web 84% or mobile self-service to find answers Actionable reports Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January

20 Service intelligence Interactive dashboards Customer insight Trends and forecasting have a more favorable view of brands that offer proactive customer service 77% notifications 2016 Global State of Global Customer Service Report, Microsoft

21 DYNAMICS 365 FOR FIELD SERVICE

22 Microsoft Dynamics 365 for field service Technicians Operations Customers

23 Service agreements Service forecasting Accurate billing SLA management 62% State of Customer Service Report, Microsoft,

24 Schedule and dispatch Balanced workloads The best technician Optimized schedules 24

25 Inventory management Right-off Reduction Remote inventory access Parts management 2014 Service Transformation: The Business Case, SAP 25

26 Mobile On-time appointments Case history and instructions Work order completion 26

Connected field service Anomaly detection with IoT Predictive maintenance Work order creation [Field Service Organizations] now want to create a

27 Connected field service Anomaly detection with IoT Predictive maintenance Work order creation [Field Service Organizations] now want to create a long tail of services that capitalizes on internet-enabled devices, involves intricate levels of services, and goes beyond fix-it-when-it's-down 27

28 Dynamics 365 Field Service Field Tech Dispatcher End Customer Work Order Management Skill Tracking Resource Management Inventory Management Dispatching Mobile App Analytics and Integration

29 DYNAMICS 365 FOR PROFESSIONAL SERVICES

is one view of the business. 100% 80% 60% 40% 56.7% 44.8% 90.0% 80% 68% 72% 41.4% 29.

30 Process maturity drives business performance Top 20% of organizations has implemented structured business processes and utilize integrated information systems to assure there is one view of the business. 100% 80% 60% 40% 56.7% 44.8% 90.0% 80% 68% 72% 41.4% 29.6% 20% 0% Bid-To-Win Ratio Billable Utilization On-Time Projects Profit Margin Top 20% Other 80%

31 Project service automation (or PSA) $

Opportunity management Solution selling Forecast profitability and prioritize deals based on a unified sales management dashboard for both product and project-based opportunities.

32 Opportunity management Solution selling Forecast profitability and prioritize deals based on a unified sales management dashboard for both product and project-based opportunities. Customer-centric Engage and collaborate real-time with customers on the quotes, project scope and resource requirements through customer portals. Streamlined contracts Create project contracts, track labor rates and generate SOWs using an enhanced and integrated sales force automation experience. 70% increase in services revenue by decreasing the sales cycle by 30% Digital Transformation of Sales, Microsoft Survey Report by TOPO, July 2016

Project planning Project overruns 72% attributed to incorrect estimation process Collaborative execution Make it easy for sales managers to collaborate with PMs to estimate and define the work using

33 Project planning Project overruns 72% attributed to incorrect estimation process Collaborative execution Make it easy for sales managers to collaborate with PMs to estimate and define the work using standard project templates. Predictable results Visualize cost, effort, and sales value of the work during proposal management for credible estimate to completion planning, and financial integrity. Enhanced & robust Use the robust project scheduling and management capabilities of Microsoft Project to complement the sales planning in Project Service Automation. Joint 2014 Study on 'Project schedule and cost overruns' by KPMG and PMI 33

34 Microsoft project client integration Project Manager End Customer 34

Resource management Intelligent Optimize resource assignment through a consolidated scheduling engine across modes of service and ensure right people on the right projects at the right time.

35 Resource management Intelligent Optimize resource assignment through a consolidated scheduling engine across modes of service and ensure right people on the right projects at the right time. Utilization focused Pivot the business on resources to enable business development and portfolio investments to align with skills and talent management. Consultant-centric Empower consultants to identify and apply directly for available relevant project roles, and update skills profile through mobile devices. revenue as a factor of salary billable resource should bring in for practice 2.5X profitability Booked Up and Billable Best Practice, ConnectWise with Microsoft Azure POV 2015

36 Time and expenses Intuitive & familiar Accountability Efficiency $110K average cost per year for failing to accurately track time 3 Amazing Facts You Didn't Know About Time Tracking Software, Flipsnack 2015 study

Customer billing 3% decrease in revenue for 5 day increase in Days Sales Outstanding SPI Research 2016 Professional Services Maturity Benchmark study Timely & effective Provide project managers a

37 Customer billing 3% decrease in revenue for 5 day increase in Days Sales Outstanding SPI Research 2016 Professional Services Maturity Benchmark study Timely & effective Provide project managers a one-stop-shop dashboard to review, override, track overruns and approve all costs and time impacting their projects. Accuracy Ensure the project invoices reflect the terms of the contract and approved work and expenses for customers visibility to projected v/s actuals budget. Automated Automate generation, approval and distribution of reconciled invoices in and on the web with back-office financials integration.

38 Project Service Automation with PowerBI Practice Director 38

Dynamics 365 for Project Service Automation Empowerment along

Management Project Planning Resource Management Team

Analytics Mobile Cloud Global COO / Practice Director Account

39 Dynamics 365 for Project Service Automation Empowerment along the customer journey and across the enterprise $ Opportunity Management Project Planning Resource Management Team Collaboration Time And Expenses Customer Billing Service Analytics Mobile Cloud Global COO / Practice Director Account Manager Project Manager Partner Manager Resource Manager Team Member End Customers

40 DEMO: SALES TO SERVICE

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42 RSM US LLP One South Wacker Drive, Suite 800 Chicago, IL (1) This document contains general information, may be based on authorities that are subject to change, and is not a substitute for professional advice or services. This document does not constitute audit, tax, consulting, business, financial, investment, legal or other professional advice, and you should consult a qualified professional advisor before taking any action based on the information herein. RSM US LLP, its affiliates and related entities are not responsible for any loss resulting from or relating to reliance on this document by any person. Internal Revenue Service rules require us to inform you that this communication may be deemed a solicitation to provide tax services. This communication is being sent to individuals who have subscribed to receive it or who we believe would have an interest in the topics discussed. RSM US LLP is a limited liability partnership and the U.S. member firm of RSM International, a global network of independent audit, tax and consulting firms. The member firms of RSM International collaborate to provide services to global clients, but are separate and distinct legal entities that cannot obligate each other. Each member firm is responsible only for its own acts and omissions, and not those of any other party. Visit rsmus.com/aboutus for more information regarding RSM US LLP and RSM International. RSM and the RSM logo are registered trademarks of RSM International Association. The power of being understood is a registered trademark of RSM US LLP RSM US LLP. All Rights Reserved.

Complex challenges. Decrease in new client penetration over the last 3 years 1. Increase in employee attrition over the last 3 years 2

Complex challenges. Decrease in new client penetration over the last 3 years 1. Increase in employee attrition over the last 3 years 2 Complex challenges 9% Decrease in new client penetration over the last 3 years 1 6% Increase in employee attrition over the last 3 years 2 5% Decrease in billable employees in the last year 3 SPI Research