demystifying dynamics 365...lead nurturing campaign designer 360 degree view behavior based lead...
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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
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. [email protected]
• Join a local user group. CRMUG, D365UG
• Attend some webinars! www.encorebusiness.com/events
• Ask questions: http://community.Microsoft.com
Talent Focused Driven Passionate & Creative Trusted