Demystifying Dynamics 365. Alex Fredrickson, Account Executive Elevate, Seattle

Transcription

1 Demystifying Dynamics 365 Alex Fredrickson, Account Executive Elevate, Seattle

2 AGENDA What is a CRM? What is D365? Dynamics 365 Integrated Business Process HVAC Services

3 What is a CRM? C.R.M. Customer Relationship Management Traditionally focused around Sales; Sometimes include Marketing and Customer Service

4 What is Dynamics 365? Is it not a CRM? What is it?

5 Dynamics 365 Expanding the breadth of Customer interactions within a CRM Aligning traditional CRM functions with ERP Simplifying reporting Attempting to provide functionality for all of your operations, in one place. Opening the door to Digital transformation for SMB organizations and Enterprises, alike

6 Dynamics 365 & Digital Transformation Dynamics 365: Simplifying Digital Transformation Talent People Marketing Operations Customers Products Service Sales Finance

7 Dynamics 365 & Digital Transformation Dynamics 365: Simplifying Digital Transformation Talent People Marketing Operations Customers Products Service Sales Finance

8 Dynamics 365 & Digital Transformation Dynamics 365: Simplifying Digital Transformation Talent PowerApps Custom LOB Apps for marketing engagement People Custom LOB Apps for Operations Marketing Operations Customers Products Custom LOB Apps for Finance Service Sales Finance Custom LOB Apps for Service

9 Microsoft Dynamics 365 Core Apps

10 Microsoft Dynamics Sales Sales Customer Service relationships revenue Marketing Field Service Project Service Automation Finance and Operations Retail Talent

11 Microsoft Dynamics 365 Customer Service Messaging Social Co-browse Video Bots In-App Support Omni-Channel Engagement Engage customers across multiple touchpoints while preserving context Chat Web Community Agent Experience Enable agents to operate efficiently by providing a unified view of the customer across applications and engagement touchpoints Phone Agent Experience Internet of Things Intelligent Service Case Management Knowledge Management Business Processes Voice of Customer (VoC) Entitlements, SLAs, Escalations Mobile Field Service Enable personalized, proactive, and predictive engagement with customers in human and non-human service experiences

12 Microsoft Dynamics 365 Marketing Discovery Nurturing Qualified Lead Multi-channel campaigns marketing landing pages & forms Webinars & In-person events LinkedIn Connector Lead nurturing Campaign designer 360 degree view Behavior based lead nurture Lead prioritization Embedded intelligence Lead scoring Dynamic segmentation Customer Insights Notifications Event management Webinars using ON24 Events portal Attendance tracking Speaker management Reporting Dashboards Surveys Embedded Power BI Configurable

13 Microsoft Dynamics 365 Field Service Sales Customer Service Marketing Field Service Project Service Automation Servitization Reactive to predictive Connected experiences Resource schedule optimization Finance and Operations Retail Talent

14 Microsoft Dynamics 365 Project Sales Customer Service Marketing Field Service Project delivery Resource optimization Project profitability Productivity Project Service Automation Finance and Operations Retail Talent

15 Connect your business Make smarter decisions Start and grow easily

16 Microsoft D365 for Operations Sales Customer Service Marketing Field Service Intelligent insights Extensibility Seamless data integration Support experiences Project Service Automation Finance and Operations Retail Talent

17 Microsoft Dynamics 365 for Operations Organization Structure Financials Procure-to-Pay Quote-to-Cash Multi Channel Supply Chain Management Manufacturing Operations Hire-to-Retire Intuitively model your organization graphically Make decisions based on facts and comply Set company policies and collaborate with your vendors Gain loyalty with improved customer services and accuracy Centrally manage your operations across sales channels End-to-end visibility throughout the supply chain End-To-End Visibility Through the production cycle Manage the entire career of your employees Overview of Industry workloads to run your operations Manufacturing Distribution Retail Services Public Sector

18 Microsoft Dynamics Talent Sales Customer Service Marketing Field Service Bring out the best in your people Create best-in-class experiences Attract the best talent Connected talent Unlock extensibility Project Service Automation Finance and Operations Retail Talent

19 Microsoft Dynamics Talent Attract Candidate People Analytics Onboard Employees & Managers Core Administrative HR Thrive Perform and Develop Self-service

20 Dynamics 365 Scenario HVAC Services

21 HVAC Services Scenario 1. Customer is experiencing a problem 2. Customer Service Rep engages with the customer and decides they need on-site help from a Field Technician. 3. Dispatcher deploys Field Technician. 4. Technician goes on site to provide services 5. Accounts Receivable Invoices the Products and Services.

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95 Dynamics 365 & Digital Transformation Dynamics 365: Simplifying Digital Transformation Talent People Marketing Operations Customers Products Service Sales Finance

96 Digital Process from A to Z Customer is experiencing a problem and creates their own Case via the Portal CSR picks the ticket, identifies the issue as requiring an on-site technician, and creates a W.O. Dispatcher assigns W.O. to available Field Technician. Technician uses mobile interface to document and complete the service. Accounts Receivable Invoices the Products and Services.

97 So, What? Automate business processes Focus on YOUR job/tasks Streamline billing Connect Departments

98 Want to learn more about D365? Reach out! Join a local user group. CRMUG, D365UG? Attend some webinars! Ask questions:

99 Talent Focused Driven Passionate & Creative Trusted