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Riding the Wave towardsCustomer CentricityMarch 25 2011Singapore Confidential             Slide 1
SHIFT IN STRATEGIC MINDSET                                                        Source: MicrosoftSource: IBM, Inside the...
Next WaveCLOUD SERVICES Confidential               Slide 3
WHY FOCUS ON RELATIONSHIP? Relationship – Central to Your BusinessRiding on the     Wave towards Customers Centricity   Co...
WHAT IS R-WAVE?It’s an offering from 3P Solutions.Everything you need to get Relationship Mgmt going..• Software   • Micro...
R-WAVE – SOLUTIONS / EDITIONS               Customer          Sales Force           Feedback             Resource         ...
GUIDED IMPLEMENTATIONFRAMEWORK• Specific to each solution• Systematic and complete  guide to cover design and  configurati...
GUIDED IMPLEMENTATIONFRAMEWORKPredefined Business Process Focus with clear workflow and description      Confidential
GUIDED IMPLEMENTATIONFRAMEWORK• Screen shots and full  details documented• Flexibility in making  changes specific to  eac...
WHY R-WAVE? Capabilities                 Benefits to You User Friendly & Familiar      High User Adoption Solutions      ...
Product Demo1) Lead/Opportunity   Management2) Feedback Management Confidential            Slide 11
DEMO – LEAD/OPPORTUNITYMANAGEMENT • Prospect submits Enquiry using WebForm    •     Lead created in CRM    •     Automated...
PROSPECT SUBMITS ENQUIRYWEBFORM   Confidential
LEAD CREATED IN CRM (REAL-TIME)    Confidential
RULE-BASED ASSIGNMENT   Confidential
CONFIGURABLE WORKFLOW                        Non-Technical   Confidential
AUTOMATEDNOTIFICATIONS/INTERNAL    Confidential
CONFIGURABLE WORKFLOW   Confidential
DEMO – LEAD/OPPORTUNITYMANAGEMENT • Prospect submits Enquiry using WebForm    •     Lead created in CRM    •     Automated...
TELESALES – QUALIFIES LEAD    Confidential
GUIDED DIALOG-1    Confidential
GUIDED DIALOG-2    Confidential
GUIDED DIALOG-3    Confidential
GUIDED DIALOG-4    Confidential
GUIDED DIALOG-5    Confidential
GUIDED DIALOG-6    Confidential
GUIDED DIALOG-7    Confidential
QUALIFY / DISQUALIFY LEAD    Confidential
MANUAL ASSIGNMENT TO SALES   Confidential
DEMO – LEAD/OPPORTUNITYMANAGEMENT • Prospect submits Enquiry using WebForm    •     Lead created in CRM    •     Automated...
ACCESS CRM VIA INTERNET EXPLORER    Confidential
OPPORTUNITY   Confidential
ACCESSING CRM VIA OUTLOOK   Confidential
ACCESS CRM VIA IPAD    Confidential
UPDATE OPPORTUNITY IN IPAD    Confidential
COMPETITOR TRACKING   Confidential
OPPORTUNITY – WIN/LOST   Confidential
WIN-LOSS ANALYSIS    Confidential
DEMO – LEAD/OPPORTUNITYMANAGEMENT • Prospect submits Enquiry using WebForm    •     Lead created in CRM    •     Automated...
DASHBOARD – OVERVIEW   Confidential
DASHBOARD – SALES PERFORMANCE   Confidential
DASHBOARD – USER CUSTOM   Confidential
SQL REPORTING SERVICES – PIPELINE    Confidential
BUSINESS ANALYSIS USING MS-EXCEL    Confidential
DEMO – FEEDBACK MANAGEMENT • Public submits Feedback using iPad    •     Feedback Case created in CRM    •     Automated a...
SUBMITS FEEDBACK USING IPAD    Confidential
FEEDBACK CREATED IN CRM    Confidential
AUTOMATED – ASSIGNED TO QUEUE   Confidential
EMAIL ACKNOWLEDGEMENT TOCUSTOMER   Confidential
CONFIGURABLE WORKFLOW   Confidential
DEMO – FEEDBACK MANAGEMENT • Public submits Feedback using iPad    •     Feedback Case created in CRM    •     Automated a...
HANDLING / ESCALATION   Confidential
PARTNER PORTAL   Confidential
FLAG FOR CLOSURE    Confidential
DEMO – FEEDBACK MANAGEMENT • Public submits Feedback using iPad    •     Feedback Case created in CRM    •     Automated a...
CLOSURE – OUTGOING SMS TOCUSTOMER               Gurmit Singh, please               be informed that the               repo...
CUSTOMER REPLY SMS                     3p2   Confidential
TRIGGERS AUTOMATED ACTIONS   Confidential
WORKFLOW RULE   Confidential
SMS INTEGRATION Microsoft CRM Online (hosted by Microsoft)                                 Rapid SMS (hosted by           ...
DEMO – FEEDBACK MANAGEMENT • Public submits Feedback using iPad    •     Feedback Case created in CRM    •     Automated a...
OUTGOING EMAIL WITH URL LINK    Confidential
SURVEY WEBFORM-1   Confidential
SURVEY WEBFORM-2   Confidential
SURVEY WEBFORM-3   Confidential
SURVEY WEBFORM-4   Confidential
SURVEY WEBFORM-5   Confidential
SURVEY WEBFORM-6   Confidential
SURVEY WEBFORM-7   Confidential
SURVEY RESPONSES IN CRM    Confidential
SURVEY SETUP (BY USERS)    Confidential
SURVEY QUESTIONS (BY USERS)    Confidential
THANK YOUConfidential
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Transcript of "Riding the wave towards customer centricity aziz amirali 3_p"

  1. 1. Riding the Wave towardsCustomer CentricityMarch 25 2011Singapore Confidential Slide 1
  2. 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. 3. Next WaveCLOUD SERVICES Confidential Slide 3
  4. 4. WHY FOCUS ON RELATIONSHIP? Relationship – Central to Your BusinessRiding on the Wave towards Customers Centricity Confidential
  5. 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. 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. 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. 8. GUIDED IMPLEMENTATIONFRAMEWORKPredefined Business Process Focus with clear workflow and description Confidential
  9. 9. GUIDED IMPLEMENTATIONFRAMEWORK• Screen shots and full details documented• Flexibility in making changes specific to each customer’s need Confidential
  10. 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. 11. Product Demo1) Lead/Opportunity Management2) Feedback Management Confidential Slide 11
  12. 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. 13. PROSPECT SUBMITS ENQUIRYWEBFORM Confidential
  14. 14. LEAD CREATED IN CRM (REAL-TIME) Confidential
  15. 15. RULE-BASED ASSIGNMENT Confidential
  16. 16. CONFIGURABLE WORKFLOW Non-Technical Confidential
  17. 17. AUTOMATEDNOTIFICATIONS/INTERNAL Confidential
  18. 18. CONFIGURABLE WORKFLOW Confidential
  19. 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. 20. TELESALES – QUALIFIES LEAD Confidential
  21. 21. GUIDED DIALOG-1 Confidential
  22. 22. GUIDED DIALOG-2 Confidential
  23. 23. GUIDED DIALOG-3 Confidential
  24. 24. GUIDED DIALOG-4 Confidential
  25. 25. GUIDED DIALOG-5 Confidential
  26. 26. GUIDED DIALOG-6 Confidential
  27. 27. GUIDED DIALOG-7 Confidential
  28. 28. QUALIFY / DISQUALIFY LEAD Confidential
  29. 29. MANUAL ASSIGNMENT TO SALES Confidential
  30. 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. 31. ACCESS CRM VIA INTERNET EXPLORER Confidential
  32. 32. OPPORTUNITY Confidential
  33. 33. ACCESSING CRM VIA OUTLOOK Confidential
  34. 34. ACCESS CRM VIA IPAD Confidential
  35. 35. UPDATE OPPORTUNITY IN IPAD Confidential
  36. 36. COMPETITOR TRACKING Confidential
  37. 37. OPPORTUNITY – WIN/LOST Confidential
  38. 38. WIN-LOSS ANALYSIS Confidential
  39. 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. 40. DASHBOARD – OVERVIEW Confidential
  41. 41. DASHBOARD – SALES PERFORMANCE Confidential
  42. 42. DASHBOARD – USER CUSTOM Confidential
  43. 43. SQL REPORTING SERVICES – PIPELINE Confidential
  44. 44. BUSINESS ANALYSIS USING MS-EXCEL Confidential
  45. 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. 46. SUBMITS FEEDBACK USING IPAD Confidential
  47. 47. FEEDBACK CREATED IN CRM Confidential
  48. 48. AUTOMATED – ASSIGNED TO QUEUE Confidential
  49. 49. EMAIL ACKNOWLEDGEMENT TOCUSTOMER Confidential
  50. 50. CONFIGURABLE WORKFLOW Confidential
  51. 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. 52. HANDLING / ESCALATION Confidential
  53. 53. PARTNER PORTAL Confidential
  54. 54. FLAG FOR CLOSURE Confidential
  55. 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. 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. 57. CUSTOMER REPLY SMS 3p2 Confidential
  58. 58. TRIGGERS AUTOMATED ACTIONS Confidential
  59. 59. WORKFLOW RULE Confidential
  60. 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. 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. 62. OUTGOING EMAIL WITH URL LINK Confidential
  63. 63. SURVEY WEBFORM-1 Confidential
  64. 64. SURVEY WEBFORM-2 Confidential
  65. 65. SURVEY WEBFORM-3 Confidential
  66. 66. SURVEY WEBFORM-4 Confidential
  67. 67. SURVEY WEBFORM-5 Confidential
  68. 68. SURVEY WEBFORM-6 Confidential
  69. 69. SURVEY WEBFORM-7 Confidential
  70. 70. SURVEY RESPONSES IN CRM Confidential
  71. 71. SURVEY SETUP (BY USERS) Confidential
  72. 72. SURVEY QUESTIONS (BY USERS) Confidential
  73. 73. THANK YOUConfidential
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