tectura microchannel crm

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Corporate Profile

Presenter MR. ATUL NEBHANICRM CONSULTANTatul.nebhani@tectura.com.sg

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The Journey

About Tectura SingaporeTectura Singapore is part of MicroChannel Services, a multi-award-winning business solutions and technology provider that assists and enables clients of all sizes and industries to leverage on business technology for commercial success. From financial and supply chain management, manufacturing to operations and desktop to devices, Tectura Singapore provides you with a solution that empowers you and your organization to work together efficiently and use insights to make smart decisions. In September 2014, MicroChannel Services, a leading provider of business technology solutions in Australia, acquired Tectura Australia (Sydney, Melbourne, Brisbane, Perth), Tectura Singapore, Tectura Indonesia (Jakarta) and Tectura Malaysia (Kuala Lumpur). Globally, Tectura has been one of the largest and most decorated Microsoft Dynamics partners in recent years, which is now strengthened and growing since Tectura’s acquisition by MicroChannel.

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Local Touch – Global Reach

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MicroChannel Quick FactsWe Help Our Customers to:

• Improve the customer experience for their own customers

• Increase their market share

• Lower their cost of doing business

• Get practical, simple solutions that fit their business needs

• Better utilise their resources and assets

Sydney, Melbourne, Brisbane, Perth, Jakarta, Kuala Lumpur, Singapore

Founded in 1995

1100+ Clients

250+ Employees

50+ Awards

Superior Solutions Dependable Service Measurable Value Committed People Customers

Superior Solutions Dependable Service Measurable Value Committed People

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Experience

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SolutionsMicroChannel Business Systems Solutions Map

AnalyticsGain data insights

Customer specific reportingUnderstand your customers and boost revenue

Operational DataDriving efficiency across business

Business IntelligenceFor smarter decisions

Front OfficeCustomer & Client Satisfaction

CRM SoftwareFor sale, service, membership and marketing

Marketing AutomationFor marketing strategy and customer lifecycle automation

Point of Sale (POS)For customer transactions and data capture

Back Office For Effective operations

• Financials• Production• Supply Chain• Warehouse Management• ERP• Manufacturing• Accounting• Purchasing

Technology Infrastructure

Solid delivery of solutions

Hosting of:• Anything as a service• Customised solutions• Databases

• Managed Services• IT Support• Networking• Security

Solutions

Mobility Smart Phone Tablets

Cloud

On Premise

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Support

Solutions

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Accolades from Microsoft

• Inner Circle (Top 1 % of the Microsoft Dynamics Partner Channel)

• President's Club • Chairman's Club • Eagle Award• Excellence in Customer Care

Award

Adding Value to Microsoft’s Leading Business SolutionsTectura has received numerous awards & recognition from Microsoft over the years :

• Existing Customer Excellence Award

• Existing Customer Loyalty Award

• Partner of the Year (Asia Pac)

MicroChannel | Corporate Profile 9

Microsoft DynamicsCRM

10MicroChannel | Corporate Profile

Customer experience is increasingly important

of all internet users are now active on

social media

72%of internet users trust

consumer opinions posted online

68%

of consumers are willing to pay more

for a better customer experience

86%of customers have left a brand due to

bad customer service

65%

The customer experience delivery gap

80%

8%

Delivery gap

Companies that believe they

provide a superior proposition

Companies whose customers agree

Bain Customer-Led Growth diagnostic questionnaire

The new customer engagement model

Service

Marketing Sales

Intelligent customer engagement

Trust & knowledge over time enable adaptive experiences

Predictive

Personalized

Proactive

73% of marketers view customer centricity as critical to the success of their business. Forbes

Personalized Channel of choice across email,

digital, social & more

Engage at the right time & place with the right message

Maintain context based on behavior, channel & history

End-to-end, outcome-focused experience

Proactive

70% of buying experiences are based on how the customer feels they are being treated. The CMO council

Provide self-service tools to manage customer outcomes

Harness IoT to detect, engage & alert

Analyze social sentiment & signals to derive needs in marketing, sales & service

Determine next best interaction based on context

Predictive

Efforts based on customer usage patterns can improve earnings by 10-15%McKinsey

Use analytics, internal & external data to identify patterns & predict outcomes

Dynamically identify new segments & trends to determine opportunities

Turn every process into an intelligent process

Microsoft Customer Engagement Solutions

Personalized | Proactive | Predictive

Market smarte

r

Customer engagement

Careeverywher

e

Social for everyone

Comprehensive business & technology platform

Selleffectivel

y

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Dynamics Online CRM moves to Leader Quadrant

CRM Online continued its momentum in 2015.

Large sales organizations with more than 10,000 users have begun to consider and select the product…

CRM OnlineDynamics CRM retains its leadership position in the magic quadrant

CRM Server

Analyst credit both products for integration with full Microsoft technology stack, a significantly improved user experience with the new process user interface and a broad partner network. The report also highlights the products’ low TCO and acknowledges the fact that the two products share the same code base

Strengths Highlighted for Both Products

MARKETING SALES SERVICE SOCIAL PLATFORM(xRM)

Personalized | Proactive |PredictiveCustomer Engagement

Campaign MgmtBudgeting

SegmentationLead Mgmt

Opportunity MgmtCollaborative

SellingCustomer InsightsAccount Planning

Service MgmtService Level

(SLA)Service

SchedulingKnowledge Mgmt

Social CRMSocial ListeningSocial Analytics

Sentiments Analysis

Workflows & Business Process

AutomationCustom Apps

Microsoft Dynamics CRM Overview

Flexibility to work the way you want

SALES PERSON

CRM ONLINE EXCHANGE ONLINE CRM Add-In for Outlook• Choice of email tracked• Synch contacts, appointments, tasks, email• Offline work then synch• Presence with Lync

CRM Online UI• Access from anywhere or any device via Browser• Post Directly to SharePoint Online via Browser• See Activities, Tasks, Contacts in the Browser• Presence with Lync Exchange

Server Side Synchronization• Eliminate Email Router• Synch with Exchange Online or On Premise• Keep Your CRM System & Email up to date

Working with Microsoft Exchange Online

Working with YammerInclude Yammer feeds in Dashboards for easy, real-time interaction Find answers, resolve problems quickly with Yammer’s powerful search Share documents & links real-time in Yammer without leaving CRMOne login for CRM Online, Yammer, O365With Yammer…76% of users have more visibility into cross team work.

80% of users are more informed with what’s happening their organization

SharePoint and Yammer

Flat UI

Why do I need to pay attention to this record?

What is this record about?

Primary Information

What has happened and is happening?

Is this record currently saved?

SecondaryInformation

Whereis this record?

Process Flow Streamlined flow to optimize information display No pop-ups Touch enabled

Multi Entity Search Search here

Quick Create Click here

SURFACE IPAD ANDROID TABLET ANDROID WINDOWS PHONE

IPHONE

Microsoft Dynamics CRM Online for all devices

Azure Mobile Access

Azure’s Multifactor Authentication

Mobile apps Phone calls Text messages

Hi Sam!

Windows Azure Multifactor Authentication secures user access to your cloud apps.

ALERT

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MicroChannel | Corporate Profile 34

Customer Stories

Immediate access to information and solution pathways empowers employees to quickly resolve customer issues.

Fast and easy customer service delivered consistently across channels.

Streamlined processes means 15% more time to spend with customers.

“We use modern communication tools to connect people with customer service instantly – no appointment required.”Craig DonaldsonCEO

Metro Bank

Increase sales productivity 15-20%.

Free up salespeople to spend more time with customers.

360 degree view of customer for better decision-making.

“Our people are loving the increased functionality; they can do more, more easily.”

Steven HannaVP and CIO

Kennametal

nTelos

Multi-channel support across self and assisted service.30% reduction in training time for new customer service agents.20% Decrease in phone calls to customer service even as customer base continued to grow.

“After only two-and-a-half months, our investment had paid for itself.”

Peter FriedenbergProject Manager

Streamlining budgeting, financial reporting and accounting.Managing media planning, task scheduling.Vision and roadmap to enable Stage Stores to further enter the digital space with planning at the heart of their marketing efforts.

Stage chose Microsoft Dynamics Marketing for the ability to managing

the scheduling, placement, production, and costing of advertising media and one-to-one print and digital marketing content.

Stage Stores

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 SánchezCEO, Real Madrid C.F.

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Thank You

MR. ATUL NEBHANICRM CONSULTANT

atul.nechani@tectura.com.sg

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This COMPANY UPDATE contains information that is privileged, confidential or otherwise protected from disclosure. Any review, dissemination or use of this document or any of its contents must be approved by Tectura Singapore. Tectura Singapore makes no warranties, express, implied, or statutory, as to the information in this COMPANY UPDATE. The information herein is for informational purposes only and represents the current view of Tectura Singapore as of the date of this COMPANY UPDATE. Because Tectura Singapore must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Tectura Singapore, and Tectura Singapore cannot guarantee the accuracy of any information provided after the date of this COMPANY UPDATE. ©2016 Microchannel Services. All company, brand, or product names are marks of their respective holders. Special Note Regarding Forward-Looking Statements: This COMPANY UPDATE may contain “forward-looking statements” relating to, without limitation, future economic performance, plans, and objectives of Tectura Singapore for future operations and projections of revenue and other financial items that are based on the beliefs of, assumptions made by, and information currently available to Tectura Singapore. The words “expect,” “estimate,” “anticipate,” “believe,” “intend,” “plan” and similar expressions and variations thereof are intended to identify forward-looking statements. The cautionary statements in this COMPANY UPDATE and the assumptions used in the preparation of the forward-looking statements identify and involve important factors with respect to such forward-looking statements, including certain risks and uncertainties, which could cause actual results or the benefits that Tectura Singapore might derive to differ materially from those expressed in or implied by such forward-looking statements.