dynamics day '11 - the power of the platform - getting more from erp and crm
DESCRIPTION
Presented at Intergen's Dynamics Day '11TRANSCRIPT
Ryan CrawCour and Toby Spendiff 10 August 2011
Power of the Platform
Power of the Platform
About Us
Toby Spendiff
Practice Lead, Portals, Content & Collaboration
Web and SharePoint Specialist
Ryan CrawCour
Solution Architect, Consulting & Architecture Services
Cloud & Integration Specialist
Guest Panel
Steven Foster – CRM Product Manager
Nick Johnson– Practice Lead, Dynamics
Power of the Platform
Content
Northwind Traders - Current Situation
Typical Next Step
Ideal Approach
Roadmap
Northwind Traders – Current Situation
Power of the Platform
Biggest provider of snow machinery in New Zealand
150 full-time and 100 casual staff
National retail outlets, web site, and call centre
Fictitious but representative company
Who are Northwind Traders?
Power of the Platform
Customer
Information Workers
Customer Services
Sales & Marketing
Current Customer Experience
Phone
Retail
Power of the Platform
No continuity of customer relationship
Customer information spread across the business – no
single UI
Out-dated, duplicated or lost information
Slow and unreliable manual paper processes
No effective Business Intelligence
Multi-vendor, multi-platform IT environment
Swivel chair systems integration
Current State
Power of the Platform
Low customer satisfaction
Outperformed and losing customers to competition
Slow to react to market changes
Lengthy staff on-boarding process due to complexity
High admin costs
Slow IT turn-around
Minimal ROI on expensive new web site
Business Pain
Typical Next Step
Power of the Platform
Integrating systems for better marketing & customer
service
Scanning to email for more efficient processes
Using SharePoint for departmental documents
Using web analytics to understand effectiveness
Northwind’s Next Step
Power of the Platform
Customer
Information Workers
Customer Services
Sales & Marketing
The Integrated (kind of) Customer View
Phone
Retail
Current Customer “Experience”
Power of the Platform
Still no continuity of customer relationship
Customer information still spread across the business
Processes are still slow, manual & expensive
Information silos still exist
Business Intelligence is more like Reporting
Web site still not providing value
Still feeling the pain
Ideal Approach
Power of the Platform
Understanding Customer Journey & Getting Feedback
Business & Technology Roadmap
Business Process Re-Engineering
Information Management Strategy
Enterprise Architecture
Business Intelligence Strategy
Governance Frameworks
Industry Best Practices & Benchmarks
Strategic Partnerships
First Step - Reflection & Planning
Power of the Platform
Customer
Information Workers
Customer Services
Sales & Marketing
The Integrated (kind of) Customer View
Phone
Retail
The Single Platform, Single View
Power of the Platform
Business Needs & Supporting Technologies
Customer Interaction, Dealers,
Leads, Marketing Mgmt
Product Catalogue, Inventory,
Sales, Purchasing, Financials
Common User Interface, Web Site,
Content Mgmt, Scanning, BI
Common Database Technology,
Reporting, Master Data Mgmt
Customisations, Extensions,
Integration
ERP
CRM
What does it look like?
Customer Facing View
Power of the Platform
Product Catalogue from ERP
Recommendations Driven by CRM &
ERP
Recommendations Driven by CRM &
ERP
Digital Assets from
SharePoint
Digital Assets from
SharePoint
Power of the Platform
Product Specs from
ERP Digital Assets
from SharePoint
Digital Assets from
SharePoint
Product Interest
Logged in CRM
Power of the Platform
Dealer Info From CRM
Power of the Platform
Lead Logged in CRM, Dealer
Contacted
Internal View
Power of the Platform
SharePoint Search across CRM, ERP &
SharePoint
Power of the Platform
CRM & ERP Information
Power of the Platform
Web CRM
SharePoint
ERP
CRM
Bing CRM
Power of the Platform
Web site now providing value
Single customer view with continuity in relationship
Customer satisfaction greatly improved
Greatly simplified technology platform
Key Benefits
What’s Next for Northwind?
Power of the Platform
Northwind Roadmap
Process Improvement
Business Intelligence
Process Improvement – Accounts Payable
Power of the Platform
Accounts Payable Processing
Manage Scan Connect
Power of the Platform
Power of the Platform
Scanned Invoices
Automatic Data
Extraction
Power of the Platform
Other Invoices from ERP
Workflow Actions For
ERP
Access to Scanned
Image
Business Intelligence
Power of the Platform
Access Information from CRM and ERP
Provide Role-Based Dashboards in SharePoint
Publish Spreadsheets & leverage existing reports
Business Intelligence
Sales from ERP
KPIs from ERP & CRM
Locations from CRM
Wrap Up
Power of the Platform
Take Aways
Don’t rush into systems integration
Reflect and plan
Look at a single platform to Connect, Discover, Extend
Questions
Thank You
