demystifying dynamics 365...lead nurturing campaign designer 360 degree view behavior based lead...

Demystifying Dynamics 365Shannon Walsh

Elevate, Vancouver

June 14th 2018

AGENDA

What is a CRM?

Dynamics 365 Integrated Business Process

HVAC Services

What is D365?

What is a CRM?

• C.R.M.

• Customer Relationship Management

• Traditionally focused around Sales

What is Dynamics 365?

Is it not a CRM? What is it?

Dynamics 365

• CRM now called Customer Engagement Plan• Sales; Customer Service; PSA; Field Service

• Marketing; Social Engagement; Power Apps

• ERP Dynamics 365 F/O Unified Operations Plan (includes Retail; Talent) – Enterprise

• ERP Business Central – Small & Medium-sized

We work like this.

Or like this.

Or like this.

Talent

Service

Marketing

Sales

Operations

Finance

Customers Products

People

Dynamics 365 & Digital TransformationDynamics 365: Simplifying Digital Transformation

Talent

Service

Marketing

Sales

Operations

Finance

Customers Products

People

Dynamics 365 & Digital TransformationDynamics 365: Simplifying Digital Transformation

Talent

Service

Marketing

Sales

Operations

Finance

Customers Products

People

Custom LOB Apps for marketing engagement

Custom LOB Apps for Operations

Custom LOB Apps for Service

Custom LOB Apps for Finance

PowerApps

Dynamics 365 & Digital TransformationDynamics 365: Simplifying Digital Transformation

Benefits

• Streamline processes

• Engaged multiple departments

• Eliminating manual processes

• One platform

Microsoft Dynamics 365 Core Apps

relationships revenue

Microsoft Dynamics 365 - Sales

Sales

Customer

Service

Marketing

Field

Service

Project

Service

Automation

Finance and

Operations

Retail

Talent

Video

Phone

Chat

Email

Internet of

Things

Web

Co-browse

Messaging Social

Community

Bots

In-App

Support

Agent Experience

Omni-Channel EngagementEngage customers across multiple

touchpoints while preserving context

Agent ExperienceEnable agents to operate efficiently by

providing a unified view of the customer

across applications and engagement

touchpoints

Intelligent ServiceEnable personalized, proactive, and

predictive engagement with customers in

human and non-human service experiences

Case

Management

Knowledge

Management

Voice of Customer

(VoC)

Business

Processes

Entitlements,

SLAs, EscalationsMobile

Field

Service

Microsoft Dynamics 365 – Customer Service

Multi-channel campaigns Email marketinglanding pages &

formsWebinars &

In-person eventsLinkedIn

Connector

Lead nurturing Campaign designer 360 degree viewBehavior based

lead nurtureLead prioritization

Embedded intelligenceLead scoring Dynamic segmentation Customer Insights Notifications

Event management Webinars using ON24 Events portal Attendance tracking Speaker management

Reporting Dashboards Surveys Embedded Power BI Configurable

Discovery Nurturing Qualified Lead

Microsoft Dynamics 365 – Marketing

Sales

Customer

Service

Marketing

Field

Service

Project

Service

Automation

Finance and

Operations

Retail

Talent

Servitization

Reactive to predictive

Connected experiences

Resource schedule optimization

Microsoft Dynamics 365 – Field Service

Project delivery

Resource optimization

Project profitability

Productivity

Sales

Customer

Service

Marketing

Field

Service

Project

Service

Automation

Finance and

Operations

Retail

Talent

Microsoft Dynamics 365 – Project

Sales

Customer

Service

Marketing

Field

Service

Project

Service

Automation

Finance and

Operations

Retail

Talent

Intelligent insights

Extensibility

Seamless data integration

Support experiences

Microsoft D365 for Operations

Manufacturing Distribution Retail Services Public Sector

Overview of Industry workloads to run your operations

Organization

Structure

Intuitively model

your organization

graphically

Financials

Make decisions

based on facts and

comply

Procure-to-Pay

Set company

policies and

collaborate with

your vendors

Supply Chain

Management

End-to-end visibility

throughout the

supply chain

Quote-to-Cash

Gain loyalty with

improved customer

services and

accuracy

Manufacturing

Operations

End-To-End

Visibility Through

the production cycle

Hire-to-Retire

Manage the entire

career of your

employees

Multi Channel

Centrally manage

your operations

across sales

channels

Microsoft Dynamics 365 f/o

Sales

Customer

Service

Marketing

Field

Service

Project

Service

Automation

Finance and

Operations

Retail

Talent

Bring out the best in your people

Create best-in-class experiences

Attract the best talent

Connected talent

Unlock extensibility

Microsoft Dynamics 365 - Talent

Candidate

Employees &

Managers Core Administrative

HR

Thrive

Perform and Develop

Self-service

People Analytics

Onboard

Attract

Microsoft Dynamics 365 - Talent

Dynamics 365 ScenarioHVAC Services

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.

Digital Process from A to Z

• (Yvonne McKay) 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.

Want to learn more about D365?

• Call me! 604-351-5162. shannon.walsh@encorebusiness.com

• Join a local user group. CRMUG, D365UG

• Attend some webinars! www.encorebusiness.com/events

• Ask questions: http://community.Microsoft.com

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