NOUS INFOSYSTEMS LEVERAGING INTELLECT. Benefits of Upgrading. to Dynamics 365. Bhavik Vyas MS Dynamics CRM Consultant (MCT)

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1 NOUS INFOSYSTEMS LEVERAGING INTELLECT TM R Benefits of Upgrading to Dynamics 365 Bhavik Vyas MS Dynamics CRM Consultant (MCT)

2 INTRODUCTION Mainstream support for Dynamics 4.0 and CRM 2011 has ended on April 9th 2013 and July 12th 2016 respectively. Enterprises currently using Dynamics 4.0 or CRM 2011 will have to migrate to the higher versions of MS Dynamics CRM / O365 as MS will not provide support in case of application break down or release any patch to solve an issue. Moreover Silverlight framework that was used in the earlier version of MS CRM will no longer be supported as well. Hence customizations built on top of it will not be supported by updated browsers and OS. These have to rebuild utilizing OData, HTML, JavaScript web resources. Focal point Improves user experience\acceptance across devices (browser, tabs, mobile) and OS with Build once, Deploy everywhere concept Improve usability with Mobile Offline support, Voice to Text, Editable Grids and updating records with Excel Online Improve business effectiveness with features like Voice of customer, Gamification, Field Service features, Cortana 2

3 MAJOR BENEFITS OF UPGRADE User Experience: An exemplary user experience to meet the exact needs of the customer and improve productivity. Navigation: * Single point navigation to any division\ entity. * Removal of left navigation and command bar provides more space to work on a record. Form Design: With left navigation out of way providing more screen space for a record on screen user gets all relevant information from different components bought together in a single view. Plus with build once deploy everywhere same form will be available across devices. 3

4 Usability: Allowing the person to do what they need to do, and do it quickly - then you have done a good job be it on mobile\laptop\tab! Mobile Offline Support: Ability to get your work done even when there is interruption in connectivity. Users will be able to create, change, and delete records while offline. The mobile apps provide a seamless user experience when switching between online (connected) and offline modes. (No extra cost for mobile license) Editable Grids: Dynamics 365 allows inline editing of records from the entity view or via sub-grid. This significantly helps users become more productive in their daily tasks and reduce the time spent in clicking and navigating. In addtion to this, grid modification options like Group By combined with Filters creates a bird s eye view for the user to extract correct data. 4

5 Enhanced Excel Experience: Ability to update records displayed in the view from excel and save it after changes are made with couple of clicks. 5

6 BUSINESS EFFECTIVENESS Dynamics 365 suite helps in identifying risks and optimizing operations to support their strategic business objectives and financial goals. Some of the modules are higlighted below:- COGNOS & SSRS WHICH GIVES BETTER ROI? Gamification Gamification helps you to keep your employees engaged and motivated to deliver their best performance. Dynamics Gamification motivates everyone to achieve more. You can set up the KPIs in a way that drives behavior, activity, and results. Voice of Customer Easy-to-use tools to help you create great surveys. Mobile friendly surveys with adaptive UI and touch-friendly controls capture and leverage responses to shape customer engagement. Analyze customer feedback to help identify gaps and deliver insights on service, products and offerings. Field Service Provides a full feature set of field service capabilities that includes Work Order Creation, Scheduling and Dispatching, Service Delivery Reviewing and Billing. Cortana Analytics Suite Leverage Artificial Intelligence to create features such as Suggest Products helping in up-sell\cross-sell of products and suggesting solutions for services by analyzing historical data of the organization. Engagement Usually when you send an , you'll never know if it was opened or read unless the recipient chooses to write back to you. That's because the system was created to simulate traditional mail, and was not designed with response tracking in mind. Dynamics 365 uses special techniques to work around this limitation and provide the following message-following features. Find out when your message was opened Find out when each link was clicked: See when recipients opened your message, clicked a link, opened an attachment, or sent a reply Set an alert to remind you when it's time to follow up on an message 6

7 Project Service Project Service Automation capabilities in Microsoft Dynamics 365 help you create project quotes and contracts, and create and manage projects for your clients after you have won the contract. They also provides analytics to help you ensure projects are feasible and profitable. You can set up projects on a Time & Material or Fixed-Price model. SOCIAL ENGAGEMENT Social Engagement It is a powerful Social Intelligence and Engagement tool that helps you gain social insights about topics you care. with the following capabilities. Social Listening Supports 20 languages and following sources: Twitter, Facebook, YouTube videos, WordPress and Tumblr Blogs and over 3,500 news publications and wires, and custom sources via RSS. Sentiment Analysis MSE s unique Sentiment Analysis uses a machine-learning model that is trained on native language and emoticon dictionaries. Social Center This is where a Community Manager or Social Media Manager might spend their time to interact with people on Facebook and Twitter. Nevertheless, it could also be where a Customer Service Manager might listen to social conversations and assign posts to his or her team to respond. Social CRM Sales (Gain important insights about your competitors weaknesses and strengths.) Service (Reply to customer tweets and Facebook posts within MSE itself.) 7

8 CONCLUSION Thus far, this document talked about the need for enterprises to migrate from Dynamics 4.0 or CRM 2011 to higher versions and the features that they could look forward to leveraging. However, Microsoft has planned to discontinue a few more features/functionalities such as Contracts (existing contracts will require a migration to entitlements), Dialogs, Standard SLAs and Dynamics 365 for Outlook. Therefore, we would suggest enterprises to create a comprehensive migration strategy along with a roadmap that addresses business risks and provides a phased plan for migrating their data. A successful migration from Dynamics 4.0 or CRM 2011 to higher versions is achievable only with the help of an experienced MS Dynamics CRM Consulting and Implementation partner. Nous has significant expertise along with right tools and frameworks for accelerating data migration process for CRM; it can often be cumbersome and time-consuming in the absence of expert assistance. This is an opportunity for your enterprise to improve sales enablement, enhance sales collaboration, and increase productivity by migrating to Dynamics 365. If you would like more information on this article or need assistance with Dynamics 365 migration, then do get in touch with us at: marketing@nousinfo.com or you could simply drop an enquiry here and we will come back to you as soon as possible. ABOUT AUTHOR Bhavik Vyas is a certified MS Dynamics CRM expert with over 12+ years of experience in the IT industry and possesses extensive domain knowledge in verticals such as Retail, Manufacturing, Services and Education. He has extensively worked on highly integrated applications and has hands-on experience with functional and technical aspects of SAP Business One. He has sound knowledge of MS CRM tools, MS Sure Step Methodology for project management activities, xrm framework to deliver business solution and strategy implementing features to empower business to solve business challenges. REFERENCES

9 ABOUT NOUS Nous Infosystems is a CMMi Level 5 SVC + SSD v1.3, ISO 9001:2015 and ISO/IEC 27001:2013 certified global information technology firm providing software solutions and services across a broad spectrum of industries and domains. Nous Infosystems has been delivering quality technology outsourcing solutions to customers across varied industry domains for nearly two decades. Major offerings include Digital Transformation Solutions, Enterprise Mobility, Enterprise Social Collaboration, Usability Engineering, DevOps, CRM Solutions, Application Development & Maintenance, Business Intelligence/Analytics, Infrastructure Management Services, Product Engineering Services and Independent Testing Services. 20+ Years of Delivering World Class IT Solutions 700+ Product Releases 350+ Satisfied Customers Worldwide Skilled Workforce OUR FOCUS AREAS Digital Transformation Enterprise Mobility Big Data Business Intelligence DevOps Cloud Computing Usability Engineering Front-End Engineering Content Management & Portal CRM ServiceNow Automation & Performance Engineering CONTACT US New Jersey, USA Tel: California, USA Tel: Brentford, UK Tel: Toronto, Canada Tel: Mainz, Germany Tel: Bangalore, India Tel: Coimbatore, India Tel: info@nousinfo.com 9