Demystifying Dynamics 365 Shannon Walsh Elevate, Vancouver June 14 th 2018
AGENDA What is a CRM? What is D365? Dynamics 365 Integrated Business Process HVAC Services
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.
Dynamics 365 & Digital T ransformation Dynamics 365: Simplifying Digital Transformation Talent People Marketing Operations Customers Products Service Sales Finance
Dynamics 365 & Digital T ransformation Dynamics 365: Simplifying Digital Transformation Talent People Marketing Operations Customers Products Service Sales Finance
Dynamics 365 & Digital T ransformation Dynamics 365: Simplifying Digital Transformation Talent Custom LOB Apps for Operations PowerApps Custom LOB Apps for marketing engagement People Marketing Operations Custom LOB Apps Customers Products for Finance Service Sales Finance Custom LOB Apps for Service
Benefits • Streamline processes • Engaged multiple departments • Eliminating manual processes • One platform
Microsoft Dynamics 365 Core Apps
Microsoft Dynamics 365 - Sales relationships revenue Sales Customer Service Marketing Field Service Project Service Automation Finance and Operations Retail Talent
Microsoft Dynamics 365 – Customer Service Social Messaging Bots Video Omni-Channel Engagement In-App Support Engage customers across multiple Co-browse touchpoints while preserving context Web Agent Experience Chat Enable agents to operate efficiently by Community providing a unified view of the customer across applications and engagement Email touchpoints Agent Experience Internet of Intelligent Service Phone Things Case Knowledge Business Voice of Customer Entitlements, Field Enable personalized , proactive , and Mobile Service Management Management Processes (VoC) SLAs, Escalations predictive engagement with customers in human and non-human service experiences
Microsoft Dynamics 365 – Marketing Discovery Nurturing Qualified Lead landing pages & Webinars & LinkedIn Multi-channel campaigns Email marketing forms In-person events Connector Behavior based Lead prioritization Lead nurturing Campaign designer 360 degree view lead nurture Embedded intelligence Lead scoring Dynamic segmentation Customer Insights Notifications Event management Webinars using ON24 Events portal Attendance tracking Speaker management Reporting Dashboards Surveys Embedded Power BI Configurable
Microsoft Dynamics 365 – Field Service Sales Customer Service Servitization Marketing Reactive to predictive Connected experiences Field Service Resource schedule optimization Project Service Automation Finance and Operations Retail Talent
Microsoft Dynamics 365 – Project Sales Project delivery Customer Service Resource optimization Marketing Project profitability Productivity Field Service Project Service Automation Finance and Operations Retail Talent
Microsoft D365 for Operations Sales Intelligent insights Customer Service Extensibility Marketing Seamless data integration Field Support experiences Service Project Service Automation Finance and Operations Retail Talent
Microsoft Dynamics 365 f/o Organization Supply Chain Manufacturing Financials Quote-to-Cash Multi Channel Hire-to-Retire Procure-to-Pay Structure Management Operations Set company Gain loyalty with Centrally manage Intuitively model Make decisions policies and improved customer your operations End-to-end visibility End-To-End Manage the entire your organization based on facts and throughout the Visibility Through career of your collaborate with services and across sales graphically comply your vendors accuracy channels supply chain the production cycle employees Overview of Industry workloads to run your operations Manufacturing Distribution Services Public Sector Retail
Microsoft Dynamics 365 - Talent Bring out the best in your people Sales Create best-in-class experiences Customer Service Attract the best talent Marketing Connected talent Unlock extensibility Field Service Project Service Automation Finance and Operations Retail Talent
Microsoft Dynamics 365 - Talent Attract People Analytics Candidate Employees & Core Managers Onboard Administrative HR Self-service Thrive Perform and Develop
Dynamics 365 Scenario HVAC 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. shannon.walsh@encorebusiness.com • Join a local user group. CRMUG, D365UG • Attend some webinars! www.encorebusiness.com/events • Ask questions: http://community.Microsoft.com
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