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 Innova...
About Emtec, Inc.
Emtec Around the World
US Locations
• Radnor, PA (HQ)
• Atlanta, GA
• Chicago, IL
• Dayton, OH
• Jacksonville, FL
• Herndo...
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Emtec Microsoft Dynamics CRM Practice
• Success – we hav...
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Emtec Microsoft Dynamics CRM Practice
• Holistic approac...
Dynamics CRM Road Map of Innovation
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Dynamics CRM Road Map of Innovation
8
Unified Service Desk Overview
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Empower Service Professionals
10
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Agent Desktop
11
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Powerful Agent Desktop Designed To:
•Improve key busines...
DEMO
How Can you Take Advantage of Unified Service Desk?
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Overview
15
•New desktop application to support call cen...
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Design Principles for Agent Desktop
16
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Pricing
17
Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
How to Connect with Emtec, Inc.
John Szuberla: 312-216-4...
Q & A
Thank you for attending!
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Microsoft CRM Webinar Trilogy Unified Service Desk

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Microsoft CRM Webinar Trilogy Unified Service Desk

  1. 1. Demystify Microsoft Dynamics CRM – Unified Service Desk Thursday June 26th , 2014
  2. 2. 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
  3. 3. About Emtec, Inc.
  4. 4. 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 650 full-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
  5. 5. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. 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
  6. 6. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. 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 6
  7. 7. Dynamics CRM Road Map of Innovation
  8. 8. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. Dynamics CRM Road Map of Innovation 8
  9. 9. Unified Service Desk Overview
  10. 10. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. Empower Service Professionals 10
  11. 11. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. Agent Desktop 11
  12. 12. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. 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 12
  13. 13. DEMO
  14. 14. How Can you Take Advantage of Unified Service Desk?
  15. 15. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. 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
  16. 16. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. Design Principles for Agent Desktop 16
  17. 17. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. Pricing 17
  18. 18. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013. How to Connect with Emtec, Inc. John Szuberla: 312-216-4915 John.Szuberla@emtecinc.com www.emtecinc.com Gary Christiansen: 312-216-4950 Gary.Christiansen@emtecinc.com www.emtecinc.com 18
  19. 19. Q & A
  20. 20. Thank you for attending!
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