M O D E R N W O R K P L A C E

MICROSOFTDYNAMICS CRM

CRM Readiness January 2016

Microsoft Customer Engagement Solutions

xRMSERVICEMARKETING SALES SOCIAL

Platform for Line of Business Relationship &

Interaction Management

Agent Enablement

Knowledge Base

Service Level (SLA)

Service Scheduling

Budgeting

Campaigns

Segmentations

Lead Management

Customer Insights

Collaborative Selling

Account Planning

Sales Management

Social ListeningSocial Engagement

Social CRMSocial Analytics

Personalized | Proactive | PredictiveCustomer Engagement

Cloud

On Premise

Windows Phone

Surface

iPad / iPhone

Android / Samsung

Cross-BrowsersOutcome Driven Adaptive IntelligentOne Microsoft

One Framework

Many Applications

Earn loyalty

Empower agents

Stay agile

Build brand.

Engage 1-to-1

Impact ROI

Zero In

Win Faster

Sell More

Listen everywhere

Analyze sentiment

Drive engagement

Sales

Automation Marketing Dashboard Reports

Services

Line of

Business (LOB) Insights

Listening

Collaborating

Engaging

ROI Social Insights

Operational Analytic Social

Efficiency

Empowered Engaged Top Down

Lived &

Breathed

Coaching

Opportunity Make Heros Results and KPIs Driven

Simplified

Intelligence

Agility

People Strategy Processes

CRM Continues to be an area that delivers High Return on Investments

*© 2011 Nucleus Research, Inc. Reproduction in whole or part without written permission is prohibited. NucleusResearch.com

High Return on Investments

$5.6 : 1

For every dollar a company spends on CRM, it gets back an average of $5.6

*© 2011 Nucleus Research, Inc. Reproduction in whole or part without written permission is prohibited. NucleusResearch.com

*© 2011 Nucleus Research, Inc. Reproduction in whole or part without written permission is prohibited. NucleusResearch.com

1. The way CRM is Delivered

2. The End Goal of CRM Projects

3. The way CRM functionality and data is

accessed

Even though many large enterprises are on their 2nd or 3rd CRM endeavour at this point, CRM is still delivering significant ROI.

Customer Info

Strategy

System of Records

Processes

Relationships

Interactions

Voice of Customers

Manufacturing Scenarios

• Marketing Account Manager

• New Business Development Manager

• Customer Service Manager

• Customer Service Representative

• Area /Territory Sales Manager

• Sales Representative

Campaign

Management

Process

New Product

Development

Approval

Build &

Prototyping Sampling

Consumer

Products Sales

Process

Design Win

Process

Lead

Qualification

&

Management

Partner or

Distributor

Management

Repair &

Return

Process

Case

Resolution

Process +

Cross-Sell

Proactive

Service

Process

(via IoT or

Sensor)

Claim or

Warranty

Management

Audience

Marketing Sales Service

Wonder Polymers Private Limited

Manufacturing company increases business, reduces cost

Challenges

• Previous Sales CRM system not supported, team begin to use Excel

• Absence of a central information source resulted in lack of visibility

• Leads were often missed or neglected, resulting in low lead-to-opportunity

conversion and hence loss of revenue

• Business need to improve sales processes, streamline processes, and increase

employee productivity

Solution

Lead generation rate has gone up by up to 30 percent

Automated lead management facilitates strategic planning

and execution

Shorter sales cycle, improves lead closures

Streamlined processes with automatic routing, assigning,

and escalations of leads

Visibility and insight improve decision making abilities

Real-time dashboard and insights provide complete picture

of the business

Protects the business from employee attrition,

responding to customer queries

All customer contact activities, such as sales calls and

marketing visits are logged in a central database

A centralized system allows efficient reporting, and tracks

every activity and appointments.

Ball Packaging Europe

Microsoft Dynamics CRM optimizes customer support

"With Microsoft Dynamics CRM Online, what

we formerly knew as purely a customer

database further developed into a fully-

fledged management system.“

Gerlof Toenhake

Ball Packaging Europe

Marketing Director

Challenges

• Uniform and up-to-date database of

customer information to all users

• Seamless integration with Microsoft

Outlook (their familiar tool)

• Increase in productivity

• Better and faster decision-making

• Reduction in costs

• Improved customer service

• Inconsistent way of storing customer

data

• No sharing of customer data – only

customer service technical team has

access

• Not a truly functional database,

impossible to analyze or manage

data

Benefits

Dunlop Protective Footwearshares its CRM Online story

“Microsoft Dynamics is helping us listen to

our end users.”

— Allard Bijlsma. CEO, Dunlop Protective Footwear

ObjectivesDunlop wanted to

expand into new

markets around the

globe at an

aggressive pace.

TacticsUsing the standard

connector between

Microsoft Dynamics CRM

Online and Microsoft

Dynamics AX, Dunlop

Protective Footwear is able

to exchange data between

the two systems to improve

their business practices.

ResultsThe scalability and flexibility of

Microsoft Dynamics CRM Online

helps Dunlop move quickly into

new markets and provides a

consistent user experience. Now

they can also promote innovation

throughout their company by

being able to listen and capture

feedback from their customers.

Microsoft Dynamics CRM connects Mieledirectly with customers

“We’re trying to create brand ambassadors in our satisfied customers. Microsoft

Dynamics CRM connects us to customers.”

— Taner Sagbas, Managing Director, Miele Turkey

ObjectivesMiele is one of the largest manufacturers

of high-end household appliances and

commercial equipment. In their Turkish

operation, Miele’s traditional way to sell

was through an indirect distribution

channel with a business-to-business

marketing approach. In Turkey, Miele

struggled with brand recognition and very

high competition, and it needed a tool

that could turn its existing customers into

brand ambassadors.

TacticsSeveral years ago,

Miele “redefined”

their market, moving

to a more direct-to-

customer approach,

and chose Microsoft

Dynamics CRM to be

the tool to help

manage this new

approach.

ResultsMicrosoft Dynamics

CRM allows Miele

Turkey to personalize

marketing campaigns

and improve customer

relations – and it scales

to meet their changing

needs as the company

continues to grow.

STIHL maker of the world's top-selling brand of chainsawsaims to provide the best possible experience to the dealers

“By working with the dealer relationship records in Microsoft

Dynamics CRM, territory managers can approach dealers with just

the right products and promotions, help them reach their revenue

goals, and more efficiently meet their own sales targets.”

– Joe Quartararo, Manager, eCommerce and Branch and Distribution

Systems, STIHL Inc.

ObjectivesSTIHL Inc., maker of the world's top-

selling brand of chainsaws, aims to

provide the best possible experience

to the dealers it sells to. The field

sales force at the company’s network

of six distribution facilities found that

existing contact management

software was unhelpful in dealer

engagements and stopped using it.

StrategyReplacing that

software, the

company deployed

Microsoft Dynamics

CRM and integrated

it with business

analysis and

enterprise resource

planning systems.

ResultsNow, the sales force has a full view of the

dealers’ history with STIHL and can efficiently

address dealers’ issues and help them meet

revenue targets. Company leadership has a

high level of insight into market trends that

affect dealer sales. STIHL is taking Microsoft

Dynamics CRM to other business groups to

support business growth and maintain

productive dealer relationships.

360-degree

patient view

Patients

self-service

online portal

Patient Social

Feedback &

Sentiments

Patient-facing

processes

i.e. claims

“View of the

truth” for

dispersed care

Care continuum in healthcare institutional members

Automated,

compliant info

sharing

Post Hospitalization

Follow up

Awareness

Outreach

Initiatives

Patient

populations

segmentation

Health

Provider and

Community

Relationship

Patience Experience Care Coordination Proactive Engagement

InsuranceBanking Capital Markets

Insurance Services

Life Insurance Template

Wealth Management Template

Commercial Banking Template

Advisor 360 Prototype

KYC 360 Template for Microsoft Dynamics CRM

Relationship Banking Template by MCS

Agent 360 Template

Lawry’s The Prime Rib

• Enhances Campaign Management Capabilities by 98%

• Builds Better Relationships with Customers

• Fast to Deploy and Easy to Use

• Enables Efficient Resource Utilization

• Improves Marketing Accuracy and Effectiveness

"As a business owner, you need to know three things –

your product, your people and your customers. I know

my product and my people, and now thanks to Microsoft

Dynamics CRM Online, I can do a much better job of

knowing my customers.“Juan Ramon Jimenez

Executive Director

Lawry’s The Prime Rib Singapore

CRM Use Case Examples

Consumers – Diners, Families

Corporate Customers

Make better marketing

decisions through maintaining

an accurate database

Execute marketing campaigns

98 percent faster

Built its customer database

through having its

customers complete

membership and guest

comment forms when they

visited the restaurant

Analyze and segment its

customer base and produce

better targeted marketing

campaigns

Ability to develop deeper

insights into the consumption

and spending pattern of its

customers and as a result

deliver a more personalized

dining experience.

Mercedes-Benz RomaniaRomanian car importer streamlines marketing with new CRM

Solution

Improves relationships with customers by providing timely, customized feedback

Automated captures and processes customer requests sent

both online and offline

- response time is guaranteed by the internal SLA

- reduced time spent processing customer requests

Boosts customer loyaltyIntegrated information from multiple sources into the CRM

solution’s database- Accurate understanding of the customers

- Anticipate their future needs to proactively build brand loyalty

- In Customer Support, immediate call up of entire service

history and provide a quick, documented response

Increases marketing activity efficiency

Refined customer segmentation for marketing activities

- Optimize marketing budget for better results

Increasing the productivity of the sales and advisory team

Smoother, more simplified running of internal processes

Enabling a more consistent business strategy

Metricon: Construction leader saves more than $500,000 and empowers customer interactions with integrated platform

As we grow rapidly from a mid-sized

company to an enterprise, efficiency

is key to ensure that we sustain our

growth and stay competitive.

The flexible, component-based

architecture we have established will

help us get there as we tighten

processes and become more agile in

adapting to the fiercely competitive

marketplace and fast-changing

customer preferences.Ivica Orsolic

Metricon

Chief Information Officer

CRM Use Case Examples

Home Owners, Home Buyers

Subcontractors

End-to-end home-buying

process

Flexible xRM platform to

integrate business functions

across a customer’s journey

Needed a customer-centric

platform to centralise its leads

database and enhance customer

experience

Need to better manage its pool

of more than 3,500

subcontractors

Increase service levels through

streamlined workflow

Enhance customer experience

with better customer insight

Better track our service

processes to ensure delivery

of quality finished products

Gain the capabilities to

continually market to our

customers in the future

Lack of customer visibility

which impeded marketing

efforts

Ad-hoc service processes

which were inadequate

Solution Benefits

Enhanced case management

in defects reporting and

warranty management• By automating workflows and processes,

additional administrative staff were not

necessary, saving $150,000 a year.

• Effective management of service requests helps

to improve staff productivity and shorten

problem resolution time, which in turn enhances

our customer responsiveness.

Extending CRM to manage

our human resource functions • Saved more than $100,000 with integrated

human resource management

• Manage human resource functions from

recruitment, staff on-boarding to performance

management

Centralised leads management and

streamlined sales processes• Ability to keep track of all customer enquiries, correspondences and

the marketing materials that have been provided to customers.

• Ensure timely follow up by its sales team to keep the prospects

‘interested’ across the long sales process

• Lead duplication, where the same query was made at different

branches by spouses, or dubious leads, possibly submitted by

competitors working on a ‘price match’ exercise, can now be

efficiently sieved out

• Better track the reasons for lost opportunities and take appropriate

action to enhance closure rates in the future

Better visibility drives more effective

marketing and decision-making• Visibility into prospects and sales forecast, decision-making is now

empowered by meaningful data, rather than gut feel.

• New marketing initiatives can now be rolled out quickly to speed up

sales closure and extend market reach.

Hensel Phelps : Major construction company centralizes sales, marketing, and brand management

We chose Microsoft Dynamics CRM over

Salesforce.com because it worked

through the Outlook client and felt like

other Microsoft products. We knew

people would be more comfortable

using it.

Jeff Darnell

Hensel Phelps

Executive Director

Solution Benefits

Streamlined proposal

management • Completed proposals are associated with the

related account in Microsoft Dynamics CRM

Online, helping company leadership establish a

more comprehensive view of the account.

• Repository for key proposal elements, and

automated proposal templates, the proposal

team has become more efficient—a significant

gain in an industry where projects costs run into

the hundreds of millions, and proposals can cost

tens of thousands of dollars to produce.

• SharePoint integration with Dynamics CRM

Marketing and campaign management • Marketing team able to systematize its efforts - more rigorous nurture

activities for new leads and opportunities, including contacts

collected at trade shows and events

• Tracks all interactions with prospects, as well as initiating the

company’s six-step sales process, which has been built into the system

• Understand the impacts of marketing efforts on sales and measure

return on investment for specific activities, such as trade shows or

campaigns

• Insight has enabled the company to adjust not only its future

marketing strategy but also its future procurement strategy

Connected systems deliver business

insight• With sales and marketing information now residing in a single system,

Hensel Phelps employees from executive management to the field

have better insight into business performance and the success of

proposal efforts