Riding the wave towards customer centricity aziz amirali 3_p

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  • 1. Riding the Wave towardsCustomer CentricityMarch 25 2011Singapore Confidential Slide 1
  • 2. SHIFT IN STRATEGIC MINDSET Source: MicrosoftSource: IBM, Inside the Midmarket: A 2011 Perspective Too much on Infra+Maintenance Not enough on developing New Capabilities Confidential
  • 3. Next WaveCLOUD SERVICES Confidential Slide 3
  • 4. WHY FOCUS ON RELATIONSHIP? Relationship – Central to Your BusinessRiding on the Wave towards Customers Centricity Confidential
  • 5. WHAT IS R-WAVE?It’s an offering from 3P Solutions.Everything you need to get Relationship Mgmt going..• Software • Microsoft Dynamics CRM2011 Online• Hardware • Hosted by Microsoft with DC in Singapore• Services • Solution Focus (not generic) • Guided Implementation Framework for Rapid Time to Value (incorporating Best Practices from 3P Solutions) • Data Migration • End-User Training • Unlimited Support Confidential
  • 6. R-WAVE – SOLUTIONS / EDITIONS Customer Sales Force Feedback Resource Outreach Profiling Automation Management Scheduling Company andEssentials Company and Company and Contact Company and Company and Contact Contact Activities Mgt Contact Contact Activities Mgt Activities Mgt Job Creation Activities Mgt Activities Mgt Lead Qualification Case Creation Technical & Target Marketing Target Marketing Opportunity Mgt Case Assignment resource mgt Segmentation Web form Competitor Mgt & Routing Job Assignment & ------- --------- ------ -------- Routing -------- Options Options Options OptionsAdvance Mobile Access Mobile Access Mobile Access Options Mobile Access SMS notifications SMS notifications SMS notifications Mobile Access SMS notifications Product & Pricing Approval Approval SMS notifications Survey Quotation Survey Survey Approval ------------- Approval ------------- ------------- ------------- ------------- -------------- ------------- ------------- Confidential
  • 7. GUIDED IMPLEMENTATIONFRAMEWORK• Specific to each solution• Systematic and complete guide to cover design and configuration considerations• Enhance Time to Value• Serve as documentation guide and operating procedure reference Confidential
  • 8. GUIDED IMPLEMENTATIONFRAMEWORKPredefined Business Process Focus with clear workflow and description Confidential
  • 9. GUIDED IMPLEMENTATIONFRAMEWORK• Screen shots and full details documented• Flexibility in making changes specific to each customer’s need Confidential
  • 10. WHY R-WAVE? Capabilities Benefits to You User Friendly & Familiar  High User Adoption Solutions  Improved Productivity Best Practices from 3P  Time to Value – Up and Running in 5 days Solutions with experience  Low Risk and Complexity multiple customers’  Time and Cost Saving  Quick Return-on-investment implementations Flexible, Reliable, Secure  New economics – Pay per Use, Lower and Predictable and Scalable Platform – Cost, CAPEX vs OPEX Microsoft Cloud Services  Reduced Management – No Hardware and Software in Singapore Maintenance  Improved Productivity – More Time to Focus on Core Competency, Access Anytime, Anywhere  Flexibility – Power of Choice Confidential
  • 11. Product Demo1) Lead/Opportunity Management2) Feedback Management Confidential Slide 11
  • 12. DEMO – LEAD/OPPORTUNITYMANAGEMENT • Prospect submits Enquiry using WebForm • Lead created in CRM • Automated assignment to Telesales in CRM • Automated email notification to Telesales • Telesales qualifies Lead • Using Guided Script • Manual assignment to Sales Exec • Sales Exec manages Opportunity • Update Opportunity & Activities with Microsoft Outlook client • Competitor Tracking in Opportunity and Win-Loss Analysis • Sales Manager reviews Pipeline/Performance • Sales Performance View using Dashboard • Sales Pipeline Analysis using SQL Reporting Services • Business Analysis using Microsoft Excel Dynamics Pivoting Confidential
  • 13. PROSPECT SUBMITS ENQUIRYWEBFORM Confidential
  • 14. LEAD CREATED IN CRM (REAL-TIME) Confidential
  • 15. RULE-BASED ASSIGNMENT Confidential
  • 16. CONFIGURABLE WORKFLOW Non-Technical Confidential
  • 17. AUTOMATEDNOTIFICATIONS/INTERNAL Confidential
  • 18. CONFIGURABLE WORKFLOW Confidential
  • 19. DEMO – LEAD/OPPORTUNITYMANAGEMENT • Prospect submits Enquiry using WebForm • Lead created in CRM • Automated assignment to Telesales in CRM • Automated email notification to Telesales • Telesales qualifies Lead • Using Guided Script • Manual assignment to Sales Exec • Sales Exec manages Opportunity • Update Opportunity & Activities with Microsoft Outlook client • Competitor Tracking in Opportunity and Win-Loss Analysis • Sales Manager reviews Pipeline/Performance • Sales Performance View using Dashboard • Sales Pipeline Analysis using SQL Reporting Services • Business Analysis using Microsoft Excel Dynamics Pivoting Confidential
  • 20. TELESALES – QUALIFIES LEAD Confidential
  • 21. GUIDED DIALOG-1 Confidential
  • 22. GUIDED DIALOG-2 Confidential
  • 23. GUIDED DIALOG-3 Confidential
  • 24. GUIDED DIALOG-4 Confidential
  • 25. GUIDED DIALOG-5 Confidential
  • 26. GUIDED DIALOG-6 Confidential
  • 27. GUIDED DIALOG-7 Confidential
  • 28. QUALIFY / DISQUALIFY LEAD Confidential
  • 29. MANUAL ASSIGNMENT TO SALES Confidential
  • 30. DEMO – LEAD/OPPORTUNITYMANAGEMENT • Prospect submits Enquiry using WebForm • Lead created in CRM • Automated assignment to Telesales in CRM • Automated email notification to Telesales • Telesales qualifies Lead • Using Guided Script • Manual assignment to Sales Exec • Sales Exec manages Opportunity • Update Opportunity & Activities with Microsoft Outlook client • Competitor Tracking in Opportunity and Win-Loss Analysis • Sales Manager reviews Pipeline/Performance • Sales Performance View using Dashboard • Sales Pipeline Analysis using SQL Reporting Services • Business Analysis using Microsoft Excel Dynamics Pivoting Confidential
  • 31. ACCESS CRM VIA INTERNET EXPLORER Confidential
  • 32. OPPORTUNITY Confidential
  • 33. ACCESSING CRM VIA OUTLOOK Confidential
  • 34. ACCESS CRM VIA IPAD Confidential
  • 35. UPDATE OPPORTUNITY IN IPAD Confidential
  • 36. COMPETITOR TRACKING Confidential
  • 37. OPPORTUNITY – WIN/LOST Confidential
  • 38. WIN-LOSS ANALYSIS Confidential
  • 39. DEMO – LEAD/OPPORTUNITYMANAGEMENT • Prospect submits Enquiry using WebForm • Lead created in CRM • Automated assignment to Telesales in CRM • Automated email notification to Telesales • Telesales qualifies Lead • Using Guided Script • Manual assignment to Sales Exec • Sales Exec manages Opportunity • Update Opportunity & Activities with Microsoft Outlook client • Competitor Tracking in Opportunity and Win-Loss Analysis • Sales Manager reviews Pipeline/Performance • Sales Performance View using Dashboard • Sales Pipeline Analysis using SQL Reporting Services • Business Analysis using Microsoft Excel Dynamics Pivoting Confidential
  • 40. DASHBOARD – OVERVIEW Confidential
  • 41. DASHBOARD – SALES PERFORMANCE Confidential
  • 42. DASHBOARD – USER CUSTOM Confidential
  • 43. SQL REPORTING SERVICES – PIPELINE Confidential
  • 44. BUSINESS ANALYSIS USING MS-EXCEL Confidential
  • 45. DEMO – FEEDBACK MANAGEMENT • Public submits Feedback using iPad • Feedback Case created in CRM • Automated assignment to Queue • Automated email acknowledgement to Customer • CSR handles Feedback in Dynamics CRM • Updates responses • Escalation – Internal / External users • Trigger Feedback Case Closure • 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service • Customer SMS reply with rating • System update rating and close case in CRM • Post Feedback Survey • Outgoing email to customer, with URL link to webform • View survey responses in CRM Confidential
  • 46. SUBMITS FEEDBACK USING IPAD Confidential
  • 47. FEEDBACK CREATED IN CRM Confidential
  • 48. AUTOMATED – ASSIGNED TO QUEUE Confidential
  • 49. EMAIL ACKNOWLEDGEMENT TOCUSTOMER Confidential
  • 50. CONFIGURABLE WORKFLOW Confidential
  • 51. DEMO – FEEDBACK MANAGEMENT • Public submits Feedback using iPad • Feedback Case created in CRM • Automated assignment to Queue • Automated email acknowledgement to Customer • CSR handles Feedback in Dynamics CRM • Updates responses • Escalation – Internal / External users • Trigger Feedback Case Closure • 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service • Customer SMS reply with rating • System update rating and close case in CRM • Post Feedback Survey • Outgoing email to customer, with URL link to webform • View survey responses in CRM Confidential
  • 52. HANDLING / ESCALATION Confidential
  • 53. PARTNER PORTAL Confidential
  • 54. FLAG FOR CLOSURE Confidential
  • 55. DEMO – FEEDBACK MANAGEMENT • Public submits Feedback using iPad • Feedback Case created in CRM • Automated assignment to Queue • Automated email acknowledgement to Customer • CSR handles Feedback in Dynamics CRM • Updates responses • Escalation – Internal / External users • Trigger Feedback Case Closure • 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service • Customer SMS reply with rating • System update rating and close case in CRM • Post Feedback Survey • Outgoing email to customer, with URL link to webform • View survey responses in CRM Confidential
  • 56. CLOSURE – OUTGOING SMS TOCUSTOMER Gurmit Singh, please be informed that the reported feedback has been addressed and will be closed. We would appreciate your feedback on the satisfaction level of our customer service. Reply to this SMS with 3p1 to 3p5 (3p1-Satisfied, 3p5- Dissatisfied). Confidential
  • 57. CUSTOMER REPLY SMS 3p2 Confidential
  • 58. TRIGGERS AUTOMATED ACTIONS Confidential
  • 59. WORKFLOW RULE Confidential
  • 60. SMS INTEGRATION Microsoft CRM Online (hosted by Microsoft) Rapid SMS (hosted by Inspire Tech) 1 2 Workflow SMS Rule(s) (Outbound) 3 Workflow SMS Rule(s) (Inbound) 7 Personnel RapidSMS 4 (Gateway) 6 5 3PSolutions Web Service API Web Service (Hosted by 3P Solutions) Confidential
  • 61. DEMO – FEEDBACK MANAGEMENT • Public submits Feedback using iPad • Feedback Case created in CRM • Automated assignment to Queue • Automated email acknowledgement to Customer • CSR handles Feedback in Dynamics CRM • Updates responses • Escalation – Internal / External users • Trigger Feedback Case Closure • 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service • Customer SMS reply with rating • System update rating and close case in CRM • Post Feedback Survey • Outgoing email to customer, with URL link to webform • View survey responses in CRM Confidential
  • 62. OUTGOING EMAIL WITH URL LINK Confidential
  • 63. SURVEY WEBFORM-1 Confidential
  • 64. SURVEY WEBFORM-2 Confidential
  • 65. SURVEY WEBFORM-3 Confidential
  • 66. SURVEY WEBFORM-4 Confidential
  • 67. SURVEY WEBFORM-5 Confidential
  • 68. SURVEY WEBFORM-6 Confidential
  • 69. SURVEY WEBFORM-7 Confidential
  • 70. SURVEY RESPONSES IN CRM Confidential
  • 71. SURVEY SETUP (BY USERS) Confidential
  • 72. SURVEY QUESTIONS (BY USERS) Confidential
  • 73. THANK YOUConfidential