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

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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 analysis for Microsoft based on 2017 Services Industry Maturity Benchmark study for 165 organizations with over 100 employees and an average size of 1,315 employees. 1. Figure 2 2. Figure 4 3. Figure 21

3 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% 90,0% 80% 80% 68% 72% 60% 40% 20% 0% 56,7% 44,8% 41,4% 29,6% Bid-To-Win Ratio Billable Utilization On-Time Projects Profit Margin Top 20% Other 80% Learn more about the Professional Services Maturity Model while assessing your company s maturity in less than 15 minutes. The assessment will pinpoint your current levels of maturity and visualize the steps required to advance to the next level Get your organization's maturity scorecard

4 What s top of mind for service delivery leaders Deepen engagement Empower teams Optimize growth

5 *Brought to you by Adobe Marketing Cloud

6 Global $ Mobile Cloud

7 CUSTOMER SERVICE FIELD SERVICE SALES CUSTOMER INSIGHTS MARKETING OPERATIONS $

8 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

9 Account Manager

10 Account Manager End Customer

11 Project planning 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 72% Project overruns attributed to incorrect estimation process Enhanced and 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

12 Account Manager Project Manager End Customer

13 Project Manager End Customer

14 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 and sub-contractors to identify and apply directly for available relevant project roles, and update skills profile through mobile devices 2.5X revenue as a factor of salary billable resource should bring in for practice profitability Booked Up and Billable Best Practice, ConnectWise with Microsoft Azure POV 2015

15 Resource Manager Project Manager

16 Resource Manager Project Manager Partner

17 Team collaboration Productivity Provide powerful, easy-to-use, mobile-ready O365 productivity tools for project teams, customers and partners to update deliverables and monitor status SMAC Incorporate social, mobile, analytics and cloud experiences and technologies to enable timely and relevant communication and collaboration 122% improvement in on-time project delivery with an Enterprise collaboration strategy in place Aberdeen Group, Sept Greater agility Respond quickly to scope changes and project risks by adding and managing critical KPIs while ensuring consistent and profitable service delivery

18 Team Member End Customer

19 Time and expenses Intuitive and familiar Simplify management of estimated and billed project time by integrating the tasks and deliverables across project and work calendars Accountability Provide real-time financial insights to customers and empower them to collaborate on timely corrective actions Efficiency Streamline the submission, approval, processing and reconciliation through web, mobile apps and Office365 for timely billing $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

20 $ Team Member Project Manager

21 Customer billing Timely and 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 3% decrease in revenue for 5 day increase in Days Sales Outstanding Automated Automate generation, approval and distribution of reconciled invoices in and on the web with backoffice financials integration SPI Research 2016 Professional Services Maturity Benchmark study

22 Project Manager

23 Service analytics Unified platform Leverage Dynamics 365 business apps and PowerBI platform for a strong basis for reporting, integration, and analytics 360 project view Understand project performance, team and resource feedback and voice of the customer to ensure on-time, onbudget delivery model Trends and forecasting Identify trends, explore what-if scenarios, and forecast outcomes to prioritize service offerings, skills development and adopt best practices increase in earnings for organizations using CRM 3.6% integrated with ERP and PSA SPI Research 2016 Professional Services Maturity Benchmark study

24 Practice Director

25 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

26 Purpose Built Productive Intelligent Adaptable Real-time project performance insights recommend timely actions Single system of customer engagement for project based organizations Tailor service offerings for your business and industry needs Familiar tools enable connected and collaborative project experiences

27 Build trusted relationships and deliver outstanding projects

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30 SALES Enable both product and project sellers to collaborate on pursuits and proposals using a client-centric approach. FIELD SERVICE Extend a reactive break-fix customer experience to value-add multi-day project engagements. OPERATIONS Support a centralized, consolidated and reconciled sales through financial management experience. CUSTOMER SERVICE Capitalize on the new managed service economy to become integral part of your customers journey. MARKETING Launch and manage the campaign and GTM activities through disciplined project-based delivery model. CUSTOMER INSIGHTS Capture and display big data insights in ways service delivery leaders can anticipate customer needs.

31 dynamics365/project-serviceautomation explore.dynamics.com/projectservice-automation appsource.microsoft.com

32 aka.ms/spiassessment

33 Plan for a successful rollout Move to Dynamics 365 with confidence Available for all eligible customers* FastTrack.microsoft.com Dynamics 365 for Sales, Customer Service, Field Service, Project Service Automation, and Operations Service onboarding and user adoption assistance Technical talks, workshops, and regular touchpoints Direct Microsoft engineering engagement Delivered remotely by time zone-based engineers in the Americas, EMEA, and APAC Boost user engagement