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  • Partnered by5 Reasonsto Expect ROI fromMicrosoft Dynamics CRM & ERP ... in Year 1Whitepaper Prepared by Atum Corporation November 2012 Microsoft Partner
  • Whitepaper ContentsIntroduction ... Page 2 5 Key ROI Strategies1. Boost Sales ... Page 3 Retain and prioritize existing customers Maximize revenue opportunity Streamline the sales process2. Business Intelligence ... Page 4 Anytime visibility Align all Business units Reporting and Tracking Capabilities3. Cloud Hosting Options ... Page 5 Power of Choice Reduce operational costs Consolidate hardware and IT4. All-in-One Product ... Page 6 Increase the potential of existing systems A seamless layer ... Page 75. Your Competitive Edge Improve Customer Service capabilitiesConclusion ... Page 8 About Microsoft Dynamics ... Page 9 Atum Corporation contacts Appendix ... Page 10
  • Whitepaper: Expect ROI from Microsoft Dynamics in Year 1 IntroductionAs the economic environment continues to fluctuate, many organizations are asking themselves whatstrategies they can pursue to produce tangible business benefits and meet market demands whiletaking stock of the economic conditions.It is not uncommon for corporate decision makers to be resistant to change largely due to the initial investment required to roll out a brand new system of business technologies. To address these marketconcerns, the leading CRM and ERP partners and solution providers have developed a flexible coststructure with quicker ways for users to see a return on their investment.The Microsoft Dynamics suite of business systems include the class-leading CRM and ERP technologiesdesigned to fit small business, mid-sized and enterprise markets. Microsoft has established a large stakein the in the market for advanced business applications, recognizing the demand for more choice,improved usability and seamless integration. From a cost perspective, Microsoft Dynamics products arepositioned conservatively in the middle of the market, and have introduced scalable Cloud options thatsignificantly reduce upfront hosting costs. The Microsoft Dynamics user base has grown quickly as a resultof offering buyers the power of choice for the applications deployment (on-premises, on-demand, orpartner-hosted), payment (license, subscription, or financing), and use (Outlook client, browser, SharePointsite, or other interfaces). Microsoft Dynamics was designed with the Microsoft user in mind. Not only doesthe CRM and ERP interface integrate natively with the Microsoft Outlook and Office client, the familiartechnology compliments these systems and provides intuitive ‘out of the box’ functionality for the user.Microsoft offers the unique advantage of a worldwide partner community that connects every customerwith an accessible network of support and extensive resources.These competitive improvements have resulted in greater value for the buyer, and a rapid accelerationof ROI. Where it has long been standard to anticipate a 3-5 year results roadmap, Microsoft Dynamicsis making it realistic to expect ROI benefits in year one.Adopting a CRM and ERP solution can provide the foundation for sustainable growth and enableorganizations to survive and thrive even in uncertain economic times. 5 Key ROI Strategies: Boost Sales Business Intelligence Cloud Hosting Options All-in-One Product Your Competitive Edge 2
  • Whitepaper: Expect ROI from Microsoft Dynamics in Year 11. Boost SalesWith a 360-degree customer view, insightful analytics, and streamlined customer service capabilities,Microsoft Dynamics CRM allows organizations to better identify, service, and retain customers.Retain and Prioritize Existing CustomersBusiness is sustained by the loyalty of an existing client base, as a result, retaining current customers and managingyour reputation is just as important as acquiring new business. Customer service agents are the front lines ofbusiness and need to be empowered to resolve issues with ease and accuracy. First responders equippedwith a complete customer profile that includes history and a full view of service incidents, can provide theappropriate service, recommendation or product. Additionally, complete access to order and invoice informationwithin the CRM system gives agents the ability to quickly answer billing questions without numerous transfersbetween departments.Maximize Revenue OpportunitiesThe advantage of having customer profiles available across the organization is that it allows users toevaluate demographic data, interactions, previous communications, and a history of purchases made. Thisinformation, combined with intelligent segmentation and analysis tools, facilitates a process of determining theprofitability of each customer. Organizations can then create programs and policies that correspond with thecustomer’s measure of profitability. For example, call routing systems can be configured in CRM to automaticallyidentify high-value customers and route them to premium customer service representatives or second levels.With access to key client metrics, service and sales teams can provide on-the-spot discounts or promotionsproportionate to each customer’s value and sales history.Streamline the Sales ProcessThe main goal of a CRM is to help people do their jobs better. Improving end-user productivity should be theforemost consideration when determining the value of a CRM solution. An agile sales process can be achievedby taking advantage of automated capabilities in a CRM system. Build a Pipeline - input leads, convert opportunities Define strategic goals - using analytic reports and predictive forecasting Track critical tasks/KPIs - using accurate metrics and project details Nurture leads - automate consistent follow up campaigns Empower a mobile workforce - online, offline and mobile capabilities Reduce training time - integrated interface with Outlook, native functionality with Microsoft Excel and Word 3www.atum.com 1 877 893 3266
  • Whitepaper: Expect ROI from Microsoft Dynamics in Year 1 2. Business Intelligence As more CIOs begin to recognize that pervasive BI and analytics tools will have a direct impact on competitiveness, CRM and ERP adoptation is rapidly increasing, reaching all time highs in every market. There are more players, which means there are more choices for the consumer to consider. It is customary to simply compare each product based on functionality and/or pricing model, but most companies are going a step further by investigating the potential for ROI and benefits to their business. The benefits cannot be quantified merely by the amount of data a system can capture, but rather the by the quality of data and how it is used. Particularly given the current economic uncertainty, it is crucial for projects to executed within the long-term strategic plan of organization-wide decision management. Anytime Visibility Microsoft Dynamics CRM provides users with a multitude of business intelligence and data visualisation capabilities that they can use to instantly get accurate, up-to-date information on sales forecasts, targets, quotas, customer buying patterns and promotions to drive sales growth. ERP systems offer automated tools and bestpractices to manage all areas of business including: HR, Manufacturing, Billing and Project Mangement. The native integration of the Microsoft Dynamics interface with Outlook means that Dynamics is accessible in the same window as email. - Run real-time reports - View predictive analysis, forecasts and revenue trends - Track leads and conversions - Access HR self-service tools ... In one clickAlign All Business UnitsIt is important that the technology is capable of providing a seamless user experience regardless of device, browseror location, with access to the same information across all business units. This will enable faster communication, reducethe amount of steps it takes to resolve issues and develop consistent business acumen from the front line responders to executive managementReporting and Tracking CapabilitiesDirectly from an Outlook client, Microsoft Dynamics can instantly run reports, track issues, orders, costs/revenue,and pull up custom views of comprehensive customer data profiles. CRM Modules Key Capabilities Sales Measure KPIs, automate workflow, analyze pipelines, track leads and conversions Customer Service Complete customer data profiles, case management tools, call/issue routing Marketing Plan, distribute and track the success of marketing campaigns and activities GP Modules Financial Management Streamline expense managment, automate payables/receivables, manage cashflow Human Resources Manage payroll, implement benefit programs, track and report incidents Manufacturing Track production costs, review and manage work orders, control quality assurance Project Management Capture, review, and approve project time and expense data 4
  • Whitepaper: Expect ROI from Microsoft Dynamics in Year 1 3. Cloud Hosting OptionsIntroducing flexible pricing models and brand new Cloud capabilities are helping organizations executeon their business vision and technology roadmap by delivering services on their terms—whether it be it online,on-premises, or in a hybrid environment.Power of ChoiceBusiness demands vary, so Microsoft offers customers 3 deployment methods: 1. On Premise - Utilize your own server environment 2. In the Public Cloud - Sign up with Microsoft CRM Online 3. Partner Hosted (Private Cloud)- For example, Atum’s Managed VPS solution Reduce operational costsAccording to a Gartner report, “Cloud-Computing Budgets Are Growingand Shifting”... Energy Savings Businesses that choose to39% of IT budget managers indicated that cloud computing is a key initiative run business applicationsfor their organization. in the cloud can help reduce energy costs by46% plan to increase the use of Cloud services. 30–90 percent compared76% of respondents fully expected that CRM and productivity workloads would be with inhouse, on-premisesprocured from the Cloud. infrastructure.The rapid adoption of cloud computing is driven by the promise of benefitsin the form of mobility, performance and cost effectiveness for consumers,businesses, and also for the environment.For businesses, the Cloud promises new economic and technical benefits:– Better control over budgets (Pay-as-you-go or fixed monthly rates)– Eliminating the need to invest in and maintain large, costly datacenters.– Remote IT handles monitoring, software upgrades, and application maintenance (often included as an added-value service)Consolidate Hardware and ITPay-as-you-go pricing combined with cloud deployments allow customers to avoid capital investments in hardwareand datacenter management, freeing up budgeted dollars for business operations. In many cases, a hybrid solution ofusing on-site infrastructure in addition to Cloud services is the most logical and cost-effective alternative. MicrosoftCloud options allow customers the flexibility to increase or decrease the number of users, and add additional onlinestorage as the needs arise. * Source: Gartner Inc. Research, July 2010 5
  • Whitepaper: Expect ROI from Microsoft Dynamics in Year 1 4. All-in-One ProductIncrease the Potential of Existing SystemsMany companies invest significant resources to build and maintain mission-critical custom solutions butoften have difficulty converting data into useful information and creating processes that connect people acrossdisparate systems.Integrating a CRM solution with an enterprise resource planning (ERP), billing, and inventory managementsystems can add value to customer-facing activities. For example, giving sales representatives visibility intoinventory data through a CRM solution allows the sales person to tell customers directly when an order will befilled, thereby cutting out a timely step in the process and increasing customer satisfaction. Integration to billingsystems in Microsoft Dynamics GP (ERP) can allow managers to instantly identify and follow up on negligentaccounts, improving alignment between the sales and accounting business units.Microsoft Dynamics is an enterprise level CRM solution that is designed to enable workflows not only within thebase application but also across multiple systems. For example, manufacturing companies can create a process sothat when a high-probability large deal is forecast in the CRM system, a workflow automatically takes thatinformation and inserts it into a capacity planning system. Any changes to the probability of the deal areautomatically updated in the capacity planning system and when the deal closes it sends a process in theinventory management system to ensure capacity is aligned with demand. Success StoryA Seamless Layer National Air CargoModern workflow tools should be intuitive and graphical or wizard-driven, allowing Global freight forwarderthe sales organization to easily create, track and re-use workflows and rules.A primary concern among CIOs is the ease and user adoptability of a CRM or ERP Used Microsoft Dynamicssystem. In fact, a recent CustomerThink Corp. survey*, when people were asked to CRM collaboration tools torate the important factors in determining whether a sales automation solution was give employees fast accessright for their organizations, “easy to learn and use for end users” was the top choice, to customer information,scoring an average of 4.5 on a scale of 1 to 5, with 62 percent of respondents rating increasing productivity byit as “extremely important.” Re-training and in some case, restructuring an entire 25% and reducing the timeworkforce around new business process and technology can amount to a large to submit invoices andinvestment in time and expense. receive payment from 120 days to 36 hours.The strength of Microsoft Dynamics CRM is an interface with a consistent viewof the customer across the organization and its seamless integration with familiarMicrosoft technologies. CIOs credit high usage and rapid adoptability to the factthat Microsoft could build on its existing family of products. Users were alreadycomfortable with Outlook for email, and their native Outlook client provides CRMfunctionality within the Outlook interface. * Source: CustomerThink Corp. 2008 6
  • Whitepaper: Expect ROI from Microsoft Dynamics in Year 15. Your Competitive Edge “By delivering on a market vision focused on simplifying the user experience, increasing productivity and delivering continuous innovation for customers, we are able to help them keep pace with the rapid rate of change in today’s complex business environment.” - Crispin Read, General Manager, Microsoft Dynamics ERPImprove Customer Service CapabilitiesAccording to a survey of customer service professionals conducted for The Economic Intelligence Unit in 2010,71% of respondents say their organisation is proactive in using new information sources to enhance customerservice productivity growth*. Nearly half also say that their company does not do enough to leverage newtechnology as part of their growth strategy. In the report based on this survey, 4 key findings were identified.Key Research Findings:1. Customer service professionals need rapid access to specific customer information to help differentiate their companies in the minds of consumers.2. Strategic use of new tools and effective ways to manage people are critical factors in ensuring success.3. Customer service innovations will not be successful unless they are based on a deep understanding of consumer needs and expectations.4. Automation of administrative tasks is an important driver of customer service productivity.The research is clear. Businesses that respond to these key drivers with the right technology solutions will enhancethe capabilities of their customer service teams and gain an edge over the competition.Microsoft is proving that positive ROI results start by first achieving greater productivity, enabling sales andservice teams to meet the demands of the market. Microsoft Dynamics CRM and ERP yields a quicker ROI bydeveloping better, faster, smarter business principles: Better - at meeting the expectations of customers and growing your business. Faster - with a consistent flow of information between departments and totally automated technology. Smarter - by using one system to manage all business operations and extract business intelligence. * Source: Economist Intelligence Unit survey, April 2010 7
  • Whitepaper: Expect ROI from Microsoft Dynamics in Year 1Conclusion...Return on Investment continues to be a main concern as business looks to invest in a strategy for long-termproductivity and revenue benefits. CRM and ERP business applications are catering to the concerns of the consumerby upgrading functionality, offering flexible payment and deployment methods, even reducing the amount oftraining time necessary to increase user adoptability. Microsoft recognizes that ROI is a priority for business owners,particularly in a strained economic climate where productivity can often fall behind market demands.To conclude, Industry analysts at Forrester recently evaluated the ‘Total Economic Impact’ of Microsoft’s CRM productand produced a report of their findings*. Forrester found that organizations can realize the benefits in the form of:• Increased sales productivity of 5% with the ease of use of Microsoft Dynamics CRM software and integration with Outlook leading to higher adoption, improved opportunity and lead tracking, case routing, and a more accurate picture of its sales pipeline.• Customer service productivity savings from a better UI and documented processes.• Productivity savings of 16 man-hours per month due to the better reporting tools in Microsoft Dynamics CRM with data consolidation, reporting automation, and richer dashboard capabilities.• Streamlined processes and operations leading to lower cost of sales as Microsoft Dynamics CRM enabled the composite organization’s technical consultants to shorten time spent on the proposal process by 10%.• Acceleration of the sales conversion cycle by 50% and corresponding revenue gain as teams worked better together across different business systems, processes, and geographies.• Improved cross-sell collaboration within sales and customer service teams by providing access to reporting tools and other collaboration software such as Microsoft SharePoint® Server 2010.• Lower upfront costs and effortThe Forrester Total Economic Impact report concludes... “Microsoft Dynamics CRM users can expect a 243% Return on Investment, and the solution will pay for itself in 4 months.” *Source: The Total Economic Impact Of Microsoft Dynamics CRM 2011 Forester Consulting 2011 8
  • Whitepaper: Expect ROI from Microsoft Dynamics in Year 1About Microsoft DynamicsMicrosoft Dynamics is a line of easy-to-use, integrated and adaptable ERP and CRM applications that enablebusiness decision-makers to quickly respond to market shifts, take advantage of new trends, increase theircompetitive edge and drive business success. Microsoft Dynamics solutions are delivered through a world-classnetwork of reselling partners providing specialized services and additional innovation to help customers excel intheir industries.About Atum Corporation - Microsoft PartnerFor over a decade, Atum Corporation has been an Award-Winning Canadian industry leader specializing inIT Consultation, Virtual IT innovation and premium Cloud (VPS) hosting solutions. Atum Corporation is a fullycertified Microsoft partner offering a complete line of deployment services, including: Licensing, Consultation,Implementation, Integration and Customization, Support and Training, and Private Cloud hosting options. Officesand datacentres are all located in Toronto, Canada servicing a broad client base primarily within North America.Atum Corporation has been recognized by Profit 100 as one of the 50 Companies to Watch (2006),by CDN Magazine as the Gold Winner for Best Small Business and Mid-Market Solution (2011) and by InfoTech asa finalist for Canada’s Smartest-IT (2011). Contacts John Posan - Director of Business Development Local: 416 410 8444 ext. 2114 Toll Free: 1 877 893 3266 ext.2114 jposan@atum.com sales@atum.com Atum Corporation #703-5255 Yonge St. Toronto, ON, Canada M2N 6P4 9
  • AppendixSources:Forrester Consulting. 2011. The Total Economic Impact of Microsoft Dynamics 2011.http://www.microsoft.com/en-us/news/presskits/dynamics/docs/mstei.pdfThe Economist 2010: Economic Intelligence Unit Surveyhttp://crmdynamics.blob.core.windows.net/docs/economist_service_productivity_report.pdfCustomerThink. 2008 Improving Sales Productivity: An Opportunity for Sales and IT Leadership.http://crmdynamics.blob.core.windows.net/docs/CustomerThink_White_Paper_Sales_Productivity.pdfGartner Research. 2010. Cloud-Computing Budgets Are Growing and Shiftinghttp://www.gartner.com/id=1422528Additional Resources:Microsoft Dynamics GP Online Benefits EstimatorDesigned to calculate the potential annual savings you could achieve using Microsoft Dynamics ERP solutions.http://www.microsoft.com/global/dynamics/en/us/RichMedia/ErpBenefitsCalc/indexGP.htmlAtum Corporation Partner Serviceshttp://www.atum.com/crm-erp/dynamics-solutions/ 10
  • Biggest barriers to successful implementation of new initiatives in the sales function (% of respondents)Biggest obstacles to productivity growth in the sales function(% respondents) Source: Economist Intelligence Unit survey, April 2010. 11