microsoft crm webinar trilogy unified service desk

Demystify Microsoft Dynamics CRM – Unified Service Desk

Thursday June 26th , 2014

Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.

Agenda

About Emtec, Inc.

Dynamics CRM Road Map of Innovation

Unified Service Desk Overview

Demo

How Can you Take Advantage of USD?

Q & A

2

About Emtec, Inc.

Emtec Around the World

US Locations

•Radnor, PA (HQ)

•Atlanta, GA

•Chicago, IL

•Dayton, OH

• Jacksonville, FL

•Herndon, VA

•Minneapolis, MN

•Oakbrook, IL

•St. Louis, MO

Global Offices

•Toronto, Canada

•Ottawa, Canada

•Pune, India

•Bangalore, India

Emtec: ‘Big enough to do the work, small enough to care’

4

Emtec Services at a Glance

• Emtec has completed more than 1,100 Package

Application engagements, including:

• 186 Microsoft Dynamics and more than 255 projects

• 200+ Oracle clients with more than 415 engagements

• 206 EPM / Hyperion & OBIEE clients and 323

engagements

• Emtec is a premier provider of SaaS and Emerging

technologies market, including 51 Salesforce Clients

with more than 75 engagements

• Emtec has performed more than 6.3M hours of

application development and maintenance work

ranging from Business Analysis to Product

Development

• Emtec has served more than 565 Infrastructure

services clients where we have:

• Deployed more than 1.85M servers, personal computers,

tablets and mobile devices

• Installed more than 925 Exabyte of storage

Triaged more than 30,000 L1 support incidents

• Service management solutions for more than 125 clients

Emtec Quick Facts

Serving clients for over 46

years

Our consultants have an

average of 14 years of

experience

~45% have advanced

certifications

12 locations, including 6

development centers

73% of our PMs,

Architects and Consultants have prior

experience with Tier 1

consultancies

Over 650full-time

professionals

$200 M IT Services Provider

Voted one of the Top 100 Places

to Work by Crain’s

Chicago in 2012

Regularly compete & win against larger

IT service providers

Microsoft Practice

• Dynamics CRM

• Dynamics ERP (GP & AX)

• SharePoint

• .NET Development

• Integrations

• Business Intelligence

• SQL Server (SSRS, SSIS, SSAS)

• Infrastructure

• Business Analysis

• Project Management


Emtec Microsoft Dynamics CRM Practice

• Success – we have implemented over 300 successful projects and bring a

wealth of real world experience to each engagement.

• Global Delivery Capabilities – we provide multiple delivery model options

ranging from all on-shore to an on-shore / off-shore combination. Our off-shore

resources are also certified professionals in Dynamics CRM, Salesforce,

SharePoint, .NET, and data migration/integration tools and technologies.

• ISO 9001:2008 certified – demonstrates our focus on quality management

• Gartner/AMR Certified in Financial Services & Professional Services

5


Emtec Microsoft Dynamics CRM Practice

• Holistic approach – ensures higher ROI on our

engagements

• On-Premise or Cloud – our client base ranges from

small CRM online projects to large multi-year, multi-

division, on premise implementations

• Depth – our practice consists of 15 certified

professionals, including some seasoned consultants with

experience dating back to Dynamics CRM 1.0

• Breadth – our practice brings complex CRM

implementation experience project management,

configuration, process analysis, server architecture, .NET

customization, business intelligence, integrations

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8

Unified Service Desk Overview


Empower Service Professionals

10


Agent Desktop

11


Powerful Agent Desktop Designed To:

• Improve key business metrics such as Average Handling Time, First Call

Resolution and Customer Satisfaction

•Provide a unified experience for call scripting, capturing data, automating tasks,

performing searches and launching applications

•Handle multiple customer sessions simultaneously

•Deliver knowledge from other enterprise applications

•Allow customers the ability to create agent desktop applications using

configuration tools within Microsoft Dynamics CRM

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How Can you Take Advantage of Unified Service Desk?


Overview

15

•New desktop application to support call centers with high inbound inquires

•Compatible with both CRM Online and On Premise implementations

•Centrally managed and configured from Dynamics CRM

• Tightly Integrated with Dynamics CRM – uses the same UI and data storage


Design Principles for Agent Desktop

16


Pricing

17


How to Connect with Emtec, Inc.

John Szuberla: 312-216-4915

[email protected]

www.emtecinc.com

Gary Christiansen: 312-216-4950

[email protected]

www.emtecinc.com

18

mailto:[email protected]?subject=Microsoft and Salesforce Partnership

http://www.emtecinc.com/

mailto:[email protected]




Thank you for attending!

microsoft crm webinar trilogy unified service desk

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