Mepco ja ylivoimainen asiakaskokemus Dynamics CRM 2016 avulla. Jani Liukkonen Partner Sales Executive Microsoft Business Solutions

Transcription

1 Mepco ja ylivoimainen asiakaskokemus Dynamics CRM 2016 avulla Jani Liukkonen Partner Sales Executive Microsoft Business Solutions

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3 1. Gartner, Market Share Analysis: CRM Software, Worldwide, 2014, Joanne M. Correia and Yanna Dharmasthira 5 May CEO Study 2010, IBM Institute for Business Value. 3. Forbes

4 Illinois reforms criminal justice with cloud-based information system Objectives Governor Quinn promoted a vision for reforming the DOC to improve public safety and criminal justice in the state. Implementing that vision using existing technology including offender management technology from the 1980s was not possible. Strategy After evaluating 20 possible solutions, the DOC selected Microsoft Dynamics CRM Online to manage its offender population statewide. Staff can make better, more informed decisions regarding placement, rehabilitation, and release. Results Benefits include increased safety for inmates and staff, streamlined legislative compliance, superior ease of use and ease of development. Reporting functions enable better decision making. This cutting-edge technology will give Illinois one of the most advanced criminal justice information systems in the country. It will save Illinois taxpayers millions of dollars while increasing public safety throughout the state. Pat Quinn, Governor, State of Illinois

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7 Uusi Dynamics CRM 2016 ja O365 7

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10 NEW View documents in context of opportunity, case or any entity Seamlessly integrates with Office for documents View private documents on OneDrive for Business or team documents in SharePoint

11 ENHANCED Multi-platform support Phone Tracking during compose

12 ENHANCED Pre-built templates Private and Organizational templates Share templates across team members Export to Excel from CRM for Tablets and Phone

13 NEW Auto-generate formatted Documents based on CRM Records Generate docs as part of a workflow Create and edit Templates to achieve the desired document structure

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15 Strong Growth Trajectory Revenue and paying subscribers One Microsoft Solution: Sales Productivity CRMOL + Office PowerBI CSP Expansion Providing partners with more ownership of the end-to-end customer lifecycle Sales & Marketing Growing significantly

16 Amazing FY15 results! 2x CRMOL revenue >2x CRMOL YoY Enterprise paid seats and net seat adds 44 Quarters of double digit growth

17 Industry Leader Gartner Sales Force Automation Leader Gartner Customer Engagement Center Challenger Gartner Integrated Marketing Mgmt Leader Forrester CRM Waves (enterprise & midmarket) Enterprise Suite Midmarket Suite SMB Suite Sales Force Automation Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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23 MICROSOFT DYNAMICS CRM ONLINE AVAILABILITY April 2015 Americas (31) Argentina Bahamas Barbados Belize Bermuda Bolivia Brazil Canada Cayman Islands Chile Colombia Costa Rica Curacao Dominican Republic Ecuador El Salvador Guatemala Honduras Jamaica Mexico Nicaragua Panama Paraguay Peru Puerto Rico St. Kitts and Nevis Trinidad and Tobago United States Uruguay Venezuela Virgin Islands, U.S EMEA (81) Albania Hungary Norway Algeria Iceland Oman Angola Iraq Palestinian Territories Armenia Ireland Pakistan Azerbaijan Israel Poland Austria Italy Portugal Bahrain Jordan Qatar Belarus Kazakhstan Romania Belgium Kenya Russia Bosnia & Herzegovina Kyrgyzstan Rwanda Bulgaria Kuwait Saudi Arabia Cameroon Latvia Senegal Cape Verde Lebanon Serbia Cyprus Libya Slovakia Côte d'ivoire Liechtenstein Slovenia Croatia Lithuania South Africa Czech Republic Luxembourg Spain Denmark Macedonia Sweden Egypt Malta Switzerland Estonia Mauritius Tunisia Faroe Islands Moldova Turkey Finland Monaco Turkmenistan France Mongolia Ukraine Georgia Montenegro United Arab Emirates Germany Morocco United Kingdom Ghana Netherlands Uzbekistan Greece Nigeria Zimbabwe NDA Disclosure only Asia Pacific (18) Australia Bangladesh Brunei Fiji Hong Kong India Indonesia Japan Korea Macau SAR Malaysia New Zealand Philippines Singapore Sri Lanka Taiwan Thailand Vietnam Arabic Basque Bulgarian Catalan Chinese (Hong Kong S.A.R.) Chinese (PRC) Chinese (Taiwan) Croatian Czech Danish Dutch English Estonian Finnish French Galician German Greek Hebrew Hindi Hungarian Indonesian Italian Japanese Kazakh Korean Latvian Lithuanian Malay 3 Norwegian Polish Portuguese (Portugal) Portuguese (Brazil) Romanian Russian Serbian Cyrillic Serbian Latin Slovak Slovenian Spanish Swedish Thai Turkish Ukrainian Vietnamese

24 CY2016! CY2016! Dynamics CRM Online Datacenter Expansion India Canada

25 MICROSOFT SOCIAL ENGAGEMENT AVAILABILITY Americas (31) Argentina Bahamas Barbados Belize Bermuda Bolivia Brazil Canada Cayman Islands Chile Colombia Costa Rica Curacao Dominican Republic Ecuador El Salvador Guatemala Honduras Jamaica Mexico Nicaragua Panama Paraguay Peru Puerto Rico St. Kitts and Nevis Trinidad and Tobago United States Uruguay Venezuela Virgin Islands, U.S EMEA (56) Albania Kenya Turkey Armenia Kyrgyzstan Turkmenistan Austria Kuwait Ukraine Azerbaijan Libya United Arab Emirates Bahrain Liechtenstein United Kingdom Belarus Luxembourg Uzbekistan Belgium Macedonia Zimbabwe Bosnia & Herzegovina Malta Cameroon Mauritius Cyprus Monaco Côte d'ivoire Mongolia Czech Republic Netherlands Denmark Nigeria Egypt Norway Faroe Islands Oman Finland Palestinian Territories France Pakistan Georgia Poland Germany Portugal Ghana Qatar Greece Romania Hungary Rwanda Iceland Saudi Arabia Iraq Senegal Ireland South Africa Israel Spain Italy Sweden Jordan Switzerland Asia Pacific (15) Australia Bangladesh Fiji Hong Kong India Japan Korea Macau SAR Malaysia New Zealand Philippines Singapore Sri Lanka Taiwan Thailand Languages Arabic 2 Chinese 2 Danish 1 Dutch 1 English Finnish 1 French German Greek 1 Hebrew 2 Italian Japanese 2 Norwegian 1 Polish 1 Portuguese Russian 1 Spanish Swedish 1 Thai 2 Turkish 2 Legend: Bold languages supported today. 1 Planned for late Summer Planned for late Autumn 2015 September 2015 NDA Disclosure only

26 MICROSOFT DYNAMICS MARKETING AVAILABILITY Americas (31) Argentina Bahamas Barbados Belize Bermuda Bolivia Brazil Canada Cayman Islands Chile Colombia Costa Rica Curacao Dominican Republic Ecuador El Salvador Guatemala Honduras Jamaica Mexico Nicaragua Panama Paraguay Peru Puerto Rico St. Kitts and Nevis Trinidad and Tobago United States Uruguay Venezuela Virgin Islands, U.S EMEA (58) Albania Kyrgyzstan Angola Liechtenstein Armenia Luxembourg Azerbaijan Macedonia Austria Malta Bahrain Mauritius Belarus Monaco Belgium Mongolia Bosnia & Herzegovina Netherlands Bulgaria Nigeria Cameroon Norway Cape Verde Oman Cyprus Pakistan Côte d'ivoire Portugal Croatia Qatar Denmark Russia Egypt Rwanda Faroe Islands Saudi Arabia Finland Senegal France South Africa Georgia Spain Germany Sweden Ghana Switzerland Greece Turkmenistan Iceland United Arab Emirates Ireland United Kingdom Israel Uzbekistan Italy Zimbabwe Kenya Kuwait Asia Pacific (12) Australia Bangladesh Brunei Fiji Hong Kong India Japan Malaysia New Zealand Philippines Singapore Sri Lanka Danish Dutch English Finnish French German Italian Japanese Portuguese Russian Spanish Swedish 101

27 PARATURE, FROM MICROSOFT AVAILABILITY Americas (13) EMEA (34) Argentina Austria Netherlands Brazil Bahrain Norway Canada Belgium Oman Chile Cyprus Poland Colombia Czech Republic Portugal Costa Rica Denmark Qatar Mexico Egypt Romania Peru Finland Russia Puerto Rico France Saudi Arabia Trinidad and Tobago Germany South Africa United States Greece Spain Uruguay Hungary Sweden Venezuela Ireland Switzerland Israel Turkey Italy Ukraine Kuwait United Arab Emirates Luxemburg United Kingdom Asia Pacific (12) Australia Hong Kong India Indonesia Japan Korea Malaysia New Zealand Philippines Singapore Taiwan Thailand Employee Interface English Only Customer Portal Interface Fully Supported Languages Arabic / Bulgarian Catalan Chinese Simplified* Chinese Traditional Czech / Danish Dutch English* Finnish French* German* Greek / Hindi Hungarian / Indonesia Italian Japanese* Korean* Latvian / Norwegian Polish Portuguese* Portuguese (Brazilian)* Russian* Spanish (Latam) Spanish (Neutral)* Swedish / Thai Turkish* June 2015 NDA Disclosure only * Language pack included NOTE: Currently Parature is available only from a US data center and has English language technical support at EST hours.

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29 Parature Example Why Did IBM Buy? - Includes All Capabilities of Parature - KB, Web to Chat, Portal, Social Multi-Channel Integration 60% reduction of support tickets within 2 months Improved response times from 8 hours to 1.5 hours Tens of thousands of knowledgebase page views validated user adoption Desired a unique experience for customers by brand but centralized web service support on back end. Mobile Service Desk offers flexibility to support customers from anywhere IBM has since been named one of the 2014 Ten Best Web Support Sites in the 17th annual competition by The Association of Support Professionals. IBM is not leveraging Dynamics CRM for this cases so the need was for Parature only. Parature is now the defacto standard for self service support for all 20 SAAS Offerings from IBM and any newly acquired SAAS offerings. What was purchased: 1200 seats of Parature for CSR Agent Access to Parature Portal, KB, Chat. $ x.x M software contract annually.

30 Social Security Administration Parature example Why did Social Security Administration Buy? GSA schedule is 7% less than commercial pricing. In a commercial engagement this pricing would be $125/user/month. 1GB New Approach to Consumption and Add Ons: 1GB Database Storage: $20/month 5Additional Records: $50/month 500K Additional Page views: $50/month Additional Departments: $200/month Call Center Program was being defunded which required new approach to servicing 50M citizens inquiring about Social Security Benefits. Need to Modernize their citizen web self service infrastructure and align to Federal Mandate on Customer Service Streamline agency knowledge management processes Partner with a more proactive vendor Focus was on web self service only - Monetizing only the Customer Service Agent would not do justice to the value of the solution given the large capacity of page views (300M a year). What was purchased: 20 Seats Parature for CSR Agents Page views Total Value of multi year contract $x.x M Tip: Consider consumption deals when self service page views will have high volume with large retailers, government entities, and higher education.

31 NEW End-to-end customer experience Create records in CRM from social posts Link posts to social activities in CRM * Coming in Summer 2015 for CRM Online and Autumn 2015 for CRM On Premise

32 NEW See current social activity on a map Display on large screens for command center experience

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34 Real Madrid Capture social media behavior and enrich CRM contacts Enable marketing to build better personalized content and target lists Support sales and service organizations with a complete 360 degree customer view We can create a one-to-one relationship with fans around the planet with the Microsoft solution, connecting this huge community of people and making the experience of being a supporter of Real Madrid much better. José Ángel Sánchez CEO Real Madrid C.F.

35 Weight Watchers uses Microsoft Dynamics CRM to deliver information when and where customers need it Objectives As the leading global weight management company, Weight Watchers sought to deliver a seamless customer experience across traditional, digital, and rapidly evolving social-media channels. Tactics It implemented Microsoft Dynamics CRM to create a 360- degree view of its customers and coordinate millions of interactions each day. Results Today, Weight Watchers provides consumers with a consistent experience in all media, delivering the right information at the right time and transforming the way it provides service to its customers. We use Microsoft Dynamics to manage 500 million communications on an annual basis to millions of our members. Loic Vienne, VP Enterprise Systems, Weight Watchers

36 Global petrochemical company Shell improves customer service with new CRM solution Objectives Shell Card Services, the world s biggest provider of fuel card services, wanted a 'best in class' solution to consolidate their myriad self-hosted legacy systems into a single, modern system. Strategy Microsoft Dynamics CRM was selected as the ideal solution, and since implementation it has provided a significant number of benefits. Results Admin tasks have been greatly reduced, which has enabled the sales force to spend more time with customers. It is now easier to identify and target higher value accounts. Customers receive their cards sooner and can transact with Shell sooner. Reporting is much easier now that information is consolidated in a single system, and this has led to faster, more effective decision making. With Microsoft Dynamics CRM we are becoming an organization that focuses on the highestvalue accounts. Rob French, General Manager of Card Services, Commercial Fleet, Shell Retail

37 Private bank improves client experience around the world with Microsoft Dynamics CRM Objectives Three years ago, the company launched Project Sheen an initiative focused on delivering an optimal client experience across all touch points. Tactics When it launched Project Sheen, Citi Private Bank decided it needed a customer relationship management (CRM) system to help capture and manage all of its customer information. Its technology team considered Microsoft Dynamics CRM and found that it was everything they wanted and more. Results A key feature that Citi Private Bank employees value is the Outlook client, where bankers can have instant access to Microsoft Dynamics CRM when viewing . By using the new CRM system, bankers are able to access client information more quickly and ensure they deliver an improved customer experience. We can deliver solutions to our clients in a much more relevant way because we understand their needs. We know what they re interested in and what their preferences are, so we can target them better. Dena Brumpton, Global Chief Operating Officer, Citi Private Bank

38 Nissan and Microsoft Dynamics: Delivering omotenashi Objectives The Nissan approach to customer care revolves around the concept omotenashi. Omotenashi is the Japanese way of thinking about customer experience; to understand the customers individual needs in advance and create a tremendous experience. Tactics Nissan needed a tool to help them understand their customers better. Microsoft Dynamics CRM is helping Nissan understand the individual needs of customers from the decision to buy, through the purchasing process and beyond. Results Benefits include user-friendly technology that improves employee productivity; easy access to information that improves their ability to create great customer experiences; and enhanced ability to build long-term relationships with customers. We have a rapidly changing environment. The biggest challenge you have is actually managing change, managing growth. Microsoft Dynamics is allowing us to bring everybody together cohesively. Celso Guitoko, CIO, Nissan Motor Company

39 Role driven next-gen agent experiences (tailormade for Customer Service personas) NEW

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41 Take notes with OneNote Notebook created automatically, notes contextual stored in CRM All notes are tracked to CRM record

42 ENHANCED Dynamics CRM Online Connector Power BI Sales Analytics App Scheduled data refresh with Odata/Oauth CRMOL as first class data source in Power Query Power BI

43 Power BI customer service dashboard NEW

44 NEW Dynamics Marketing Connector in PowerBI.com PowerBI Marketing Analytics App Power BI

45 Foundation for customer facing applications NEW

46 ENHANCED Native KM solution for CRM Simple, modern experience for creating knowledge Translation and versioning to support enterprise knowledge lifecycle

47 NEW Out-of-the-box survey functionality Capture and track responses directly in CRM In-app designer with click to publish Adaptive and touch friendly Flexible distribution options

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49 NEW Ability to get work done even with interruption in connectivity Automatic playback of offline actions Available on phone and tablets for Dynamics CRM Online customers

50 NEW Deep linking directly to a record/view/dashboard in the CRM mobile app Inbound links from other apps ( , mashups ) to CRM with mobile-specific URI Built-in sharing for apps

51 NEW Full SQL Database Encryption Full protection as the entire DB is encrypted Keys are managed by Microsoft per Microsoft security policies No code changes required and full compatibility Data encryption at REST Customer managed keys* Full SQL Encryption with Customer-Managed Keys Customers control encryption strength and key management No functional limitation Planned as Preview Feature * PREVIEW FOR SELECT CUSTOMERS

52 Driving Sales Productivity with FantasySalesTeam July 2015 Microsoft acquired Incent Games LLC, the developer of FantasySalesTeam FantasySalesTeam enables sales teams to run more engaging and higher performing sales contests Developed by sales professionals for sales professionals Creates multiple ways to keep sales reps engaged, increase adoption Points, badges and trophies are awarded Games can be customized FantasySalesTeam (FST) stands alone in the following dimensions: Unique team-based approach to sales contest Focused exclusively on sales domain and with ease of game definition Dynamics CRM and Azure integration

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54 Voinko auttaa? Partner Sales Executive Microsoft Business Solutions