Service Definition Document Microsoft Dynamics CRM Training

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1 Service Definition Document Microsoft Dynamics CRM Training Date: 1 April 2014 Issued by: Matt Broomhall Head of Sales and Marketing Y: Name Tisski Limited: +44 (0) E: W:

2 Revision History Document Author Date Completed Microsoft Dynamics CRM Training Matt Broomhall Version Completed Revised By Comments /04/14 Matt Broomhall Final Contact Details Name: Matt Broomhall Title: Head of Sales and Marketing Tel: +44 (0) Mobile: +44 (0) Name: Ben Austen Title: Head of CRM Tel: +44 (0) Mobile: +44 (0) Name: Anna Brooks Title: Managing Director Tel: +44 (0) Mobile: +44 (0)

3 Table of Contents 1. Executive Summary Selecting Tisski to deliver your Microsoft Dynamics Services Selecting Tisski to deliver your Microsoft Dynamics CRM Training Services Overview Microsoft Dynamics CRM Training Courses Microsoft Dynamics CRM Bespoke Training Training Courses Microsoft Dynamics CRM Introductory Training Microsoft Dynamics CRM Advanced Training Microsoft Dynamics CRM Marketing Training Microsoft Dynamics CRM Reports Training Microsoft Dynamics CRM Sales Training Microsoft Dynamics CRM Service Scheduling and Support Training Microsoft Dynamics CRM System Administrator Training Additional MS Dynamics CRM Online Services Dynamics CRM Health Check Rates and Buying Process

4 1. Executive Summary Tisski Limited are a highly experienced Microsoft Partner delivering professional services for the full range of Microsoft Dynamics products, delivering solutions on time and on budget to a variety of sectors including a specific focus on public sector. We are able to deliver on this promise because of our: Focus on highly adaptive, agile software Focus on a business first approach designed to support not hinder the end users Highly experienced delivery teams Previous success in delivering public sector services Previous success in delivering cloud optimised solutions Our consultancy teams are composed of skilled consultants, able to draw on the experience of many successful Dynamics CRM and NAV implementations across a wide range of public and private sector organisations. Our Dynamics CRM Online services are designed to support your organisation in transitioning to a Cloud CRM strategy. This includes support throughout the planning and implementation of your Dynamics CRM Online solution and after launch through business as usual. Tisski Limited are able to offer these options for implementation and transition giving the organisation the flexibility required to ensure they have a system that not only is fully fit for purpose but also delivered in the environment and the licencing model required by the organisation. Microsoft have provided an excellent vision for delivering best in class products and we have adopted the Microsoft Dynamics vision and focus for delivering our cloud services to our customers. We help organisations transform their businesses by equipping and inspiring the individuals in their organisations to do their best work. We do this through the adoption of delivering the Microsoft Dynamics Core Values: Rich end-to-end functionality Adaptability and customisation Simplicity Ease of Integration Ease of Use, implementation and maintenance 4

5 1.1 Selecting Tisski to deliver your Microsoft Dynamics Services Tisski welcome enquiries from all areas of the public sector, having a wide range of project delivery experience across different teams and organisations within this sector. Tisski has a great deal of experience of delivering Dynamics projects to Public Sector organisations and are well equipped for delivering these services in the Cloud. Tisski consultants are early adopters of cloud technology within the dynamics sphere. This coupled with our proven delivery methods for public sector ensures that we are the right choice of partner for organisations looking to deliver successful projects In selecting Tisski as your partner of choice and Microsoft Dynamics CRM as the solution we are confident in being able to deliver to you a world class solution through an experienced delivery team used to success. The solution and services we are able to provide brings with it a plethora of important considerations for public sector organisations looking to move their project forward. We have highlighted some of these key factors below: 1.2 Selecting Tisski to deliver your Microsoft Dynamics CRM Training Tisski s experience in delivering high quality Dynamics CRM solutions and successfully imbedding these into our customer s organisations has ensured that we have been able to build up a successful Dynamics CRM training practice delivering training to our existing customers and Adhoc sessions to meet a variety of requirements. User adoption is one of the biggest risks to any project and therefore having access to high quality training is a necessity. Tisski are able to provide customised training sessions designed to meet the individual needs of each customer as well pre-built training session packages designed to introduce, improve skillset or refresh existing skills. 5

6 We utilise our highly experienced consultants to deliver these training sessions meaning that you are getting access to some of the very best CRM knowledge in the UK. In addition to delivering training by request we also run our packaged training sessions on a schedule so please feel free to enquire when we are next delivering a session if you wish to sign up delegates. 6

7 2. Services Overview As experienced providers of Microsoft Dynamics CRM Online solutions, Tisski Ltd. offers a range of training to enable and support a transition to the Cloud and specifically the CRM application. Tisski provide training in 2 formats, either as pre-packaged courses designed to deliver training focused at specific roles or as flexible custom training sessions designed to meet the individual needs of each customer. 2.1 Microsoft Dynamics CRM Training Courses The courses listed below in section 3 are tailored to provide job role specific training. The benefits, for designing the training sessions in this way are that the users are able to learn and develop skills in context to their roles and therefore, gain a deeper understanding of the core functionality available to carry out tasks in their area of expertise. User training is a central part of all Tisski Dynamics implementation projects and is essential in enabling businesses to get the most from their new system. Our courses are tailored to provide job specific training, this allows users to learn a develop skills in context to their roles. Training is delivered by our experienced consultants and can take the form of face to face sessions with groups of users or via web enabled sessions. Sessions will be customised to fit your Dynamics implementation as well the roles of the attendees, ensuring that your users benefit from training that is focused and effective. Training can be provided for end-users or as a 'train-the-trainer' model, in which key users will be responsible for delivering training throughout the organisation. First class training materials are provided including training guides, cheat-sheets and video training. In addition to this, we can provide follow up sessions to ensure all users stay on track. 2.2 Microsoft Dynamics CRM Bespoke Training Training Designed For You is a custom set of training options to fully tailor how training is delivered to your end users. It is a flexible designed to meet the specific needs of customers. The services we are able to provide as part of this are: Bespoke Course Design Bespoke Training Notes Authoring Course Tuition These services are delivered at a standard day rate following an initial engagement with the customer meaning that we can deliver to both your requirements and budgetary aspirations. Please get in touch with us to discuss how we can fully prepare your users and build user adoption and knowledge. 7

8 3. Training Courses 3.1 Microsoft Dynamics CRM Introductory Training Course Objectives The primary objective of the introductory course is to introduce the basic concepts of CRM s core functionality to new users of Microsoft Dynamics CRM. Course Format The training and training materials use scenarios to help contextualise how and when the following tools should be used: Navigating around Microsoft Dynamics CRM Microsoft Dynamics CRM in Outlook client or Web client Creating personalised CRM views from a chosen subset of data Looking at the relationship between account, contact and lead records Creating and managing CRM records and activities Creating and using CRM dashboards to measure performance Course Pre Requisites There are no pre requisites for this course as it is aimed at users who are new to Microsoft Dynamics CRM. Course Timings This course is a half-day session. 3.2 Microsoft Dynamics CRM Advanced Training Course Objectives The objective of this course is to provide training on the advanced functionality available in Microsoft Dynamics CRM. Course Format Focusing on the advanced functionality in Microsoft Dynamics CRM, this course is designed for users required to carry out basic customisation and configuration duties. Creating and managing basic CRM workflows Developing wizard driven dialog call scripts Creating CRM reports Exporting data to Excel 8

9 Customising the CRM user interface and form customisations Managing accounts, contacts, leads, opportunities and activity records Using Microsoft Dynamics CRM Advanced Find functionality to find and analyse customer data Course Pre Requisites Before attending this course, users must have experience of using Microsoft Dynamics CRM 4.0, Microsoft Dynamics CRM 2011 or Microsoft Dynamics CRM 2013 Course Timings The advanced course is a two day session. 3.3 Microsoft Dynamics CRM Marketing Training Course Objectives The main objective for this course is to familiarise marketing professionals with the tools available in Microsoft Dynamics CRM to carry out successful marketing campaigns. Course Format Working with CRM campaigns and quick campaigns Tracking budgets, including campaign tracking Creating and using marketing Dashboards Setting campaign goals and measuring progress Applying marketing automation including lead routing Course Pre Requisites Before attending this course, users must have the following pre-requisites: General working knowledge of customer relationship management. General understanding of marketing business processes. Course Timings This course is a one day session. 3.4 Microsoft Dynamics CRM Reports Training Course Objective The objective of this course is to equip users with the ability to create and run custom reports. Course Format 9

10 Focusing on reporting functionality in Microsoft Dynamics CRM for users required to create custom reports. Introducing Microsoft Dynamics CRM system reports Types of reports in Microsoft Dynamics CRM 2011 The Report Wizard Creating reports Creating reports Importing/exporting reports SSRS reporting Course Pre Requisites It is necessary to have Knowledge of Microsoft Dynamics CRM 4.0 or Course Timings The reporting course is a two day session. 3.5 Microsoft Dynamics CRM Sales Training Course Objective The course is designed to familiarise users with the functionality available in Microsoft Dynamics CRM to manage sales more effectively. This course is aimed at sales professionals. Course Format Managing sales opportunities Creating sales quotes Managing product lists Automating processes including lead queues and lead routing Using sales dashboards to manage the lead pipeline Developing personalised sales views Measuring performance against sales goals Converting leads into sales opportunities Qualifying leads Course Pre Requisite Before attending this course, users must have the following pre-requisites: General working knowledge of customer relationship management. General understanding of sales and business processes. Course Timings 10

11 This is a one day course. 3.6 Microsoft Dynamics CRM Service Scheduling and Support Training Course Objectives The objective of the training session is to provide the Tuition for service teams that focuses on how to use Microsoft Dynamics CRM. Course Format Logging cases to track customer issues Creating Service Level Agreements Creating service workflows to route, queue and escalate customer cases Using CRM Dialogs to create guided call scripts Working with CRM dashboards to understand service performance metrics Developing a knowledge base to pool solutions Understanding Service Scheduling Course Pre Requisite Before attending this course, users must have the following pre requisites: General understanding of customer relationship management Basic understanding of Case management and Service Level Agreements Course Timing The system administrator s course is a two day session to equip users with the essentials skills to undertake service scheduling and support training used in Microsoft Dynamics CRM. 3.7 Microsoft Dynamics CRM System Administrator Training Course Objectives The objective is to train system administrators in managing the Microsoft Dynamics CRM database. Course Format A comprehensive agenda enabling database administrators to manage Microsoft Dynamics CRM including: Configuring an organisation hierarchal structure within Microsoft Dynamics CRM Managing user teams Configuring the Dynamics CRM security module 11

12 Customising CRM forms and views Creating database entities Database management including mapping and data import / export Identify areas where advanced customisation functionality can be implemented Creating and managing a product lists Creating and managing the workflows and dialogs Course pre requisites Before attending this course, users must have the following pre-requisites: General understanding of IT systems deployment including Active Directory Basic knowledge of Dynamics CRM Course Timings The system administrator s course is a two day session to equip users with the essentials skills to undertake data administration used in Microsoft Dynamics CRM. 12

13 4. Additional MS Dynamics CRM Online Services Sometimes organisations use the opportunity of timing for training users to get an understanding of their existing implementation. The training sessions are an excellent place to get feedback about the application and this can naturally feed into our Dynamics CRM Health Check service 4.1 Dynamics CRM Health Check Tisski are able to provide a general health check for Microsoft Dynamics CRM Online customers to audit bespoke customisations of the product to ensure industry standards are adhered to. Microsoft Dynamics CRM Online Health Checks ensure that patches and upgrades of the Application are implemented smoothly with no far reaching consequences with the data. Tisski are able to provide diagnostic and data analysis in order to successfully maintain or improve services to the end-users and reduce risk to get more from Microsoft Dynamics CRM Online. 13

14 5. Rates and Buying Process Microsoft Dynamics CRM is designed to be a flexible integrated platform to enable organisations to support and improve multiple processes whilst giving the organisation a single version of the truth through role tailored views of the data. Tisski are uniquely positioned to be able to offer a fully tailored solution and service to meet each individual organisations needs and budgetary aspirations. Our service delivery can range from a single day of consultancy to complex enterprise level end to end project delivery. For our packaged Training Courses we are able to provide fixed price courses to deliver these sessions. For more bespoke training designed for you the customer, the price can vary depending on the complexity and content required in the course. For this training we are able to provide a day rate for provision of this training. The number of days will then depend on the individual requirements of the customer. The customer investment, therefore, is dependent on the nature and complexity of the customer s individual requirements. Training Courses Per Candidate Per Course Per Candidate Per Course Per Candidate per day Max 12 attendees Equivalent 20 course minimum Equivalent Based on courses of 4 people or more per day per day per day per day CRM Introductory Training CRM Advanced Training CRM Marketing Training CRM Reports Training CRM Service and Support Training CRM System Administrator Training TRAINING DESIGNED FOR YOU Per Man Day Per 20 Man Days Per Day Equivalent Per 100 Man Days Per Day Equivalent Bespoke training notes authoring , , Bespoke course design , , Course Tuition , , We are happy to engage with customers in order to discover the exact requirements for your training needs. Please get in touch to find out more about how Tisski can work with you to deliver your training. Please contact Matt Broomhall or Anna Brooks by Phone: +44 (0) or

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