Dynamics CRM - Contact Center

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  • 1. La soluzione applicativa Microsoft Dynamics CRM per la creazione di Servizi ad alto contenuto Relazionale
  • 2. Annuncio
    Dynamics CRM confermato Leader nel Gartner Magic Quadrant per gli scenari di Customer Services
  • 3. alcuni trend
    Fusione tra strumenti Relazionali e di Produttivita’ Individuale
    Consumerizzazione e Enterprise Social CRM
    Cloud Computing
    Superare i Trade-off tra Make e Buy
  • 4. alcuni pain
    TEMPI PROGETTUALI BIBLICI
    INVESTIMENTI NON MIRATI E ELEVATI
    MANCANZA DI AGILITA’
    UTENTI DISPERATI
  • 5. come risponde Microsoft Dynamics CRM?
  • 6. Tempi progettuali biblici
    Riduzione tempi di personalizzazione della soluzione
    Supporto ad un approccio modulare / a fasi
  • 7. Investimenti non mirati e elevati
    Gli investimenti IT si focalizzano solo sullo sviluppo della logica di business ad alto valore, che crea vantaggio competitivo e differenziazione
    Massima apertura a differenti modelli di delivery, preservando gli investimenti compiuti
  • 8. Mancanza di agilita’
    Velocita’ nel recepimento delle esigenze business [utilizzando servizi applicativi che sfruttano paradigmi architetturali innovativi]
    Massima interoperabilita’ [modello totalmente basato su una logica a Servizi]
    Modelli di delivery differenti
  • 9. Utenti disperati
    Utilizzo di strumenti semplici ed intuitivi «lavorare come le persone lavorano»
    Riduzione dell’impatto sul change
  • 10. Fusione tra strumenti Relazionali e di Produttivita’ Individuale
  • 11. Consumerizzazione e Enterprise Social CRM
  • 12. On Premise
    Hosted
    Online
    Microsoft Dynamics CRM Services
    Microsoft SharePoint Services
    Windows Azure™ Platform
    Cloud Computing
    Non ancora disponibile per il mercato Europeo
  • 13. Superare i Trade-off tra Make e Buy
    Approccio Make
    Elevato Fit con i requisiti di Business
    Bassa Standarizzazione
    Approccio Buy
    Ridotto Fit con i requisiti di Business
    Elevata Standarizzazione
  • 14. Microsoft Dynamics CRM e gli scenari di Customer Service
  • 15. Customer Service le tappe evolutive
  • 16. Microsoft Dynamics CRM
  • 17. le capability applicative di Customer Service
  • 18. customer service, le principali aree applicative - basic
    • Gestione processi di trouble ticketing
    • 19. Gestione code e routing
    • 20. Gestione processi di Escalation
    • 21. Contratti di Servizio
    • 22. Knowledge base integrata
    • 23. Calendario Appuntamenti di Servizio
    • 24. Motore schedulazione servizi
    • 25. Contact Center Capabilities
  • customer service, le principali aree applicative - advanced
    • Agent Desktop
    • 26. Call management [CTI Integration]
    • 27. Gestione contesto chiamata
    • 28. Gestione sessioni di chiamata
    • 29. Tracking navigazione
    • 30. Workflow [guided call, UI automation, ...]
    • 31. Middle Tier Layer
  • i principali partner «infrastrutturali»
    Interaction Channel Infrastructure
    Contact Center Applications
  • 32. cosa dicono [gli Analisti]
    Forrester
    Gartner
  • 33. cosa dicono [i nostri Clienti]
    - 22 -
    Customer enquiries are resolved in just over a day rather than three days under the previous system, while sales teams are now 25% more efficient.
    525 users - Contact Center
    We advanced our ranking in customer service from fifth among foreign banks in the UAE to second according to a third-party survey.
    UmairChaudhary
    Chief Operating Officer, Barclays Bank LP, UAE and Gulf
    “On the whole, it takes much less time to close administrative procedures. By introducing help tickets and using digital notifications managed by the CRM system, we can further reduce costs.”
    AntongiulioBua
    Manager of the Department for Quality, Citizen Services, and Simplification, Civil Services,
    City of Milan
    > 100 Users Contact Center
    “We have seen our sales increase by approximately 20%since completing the Microsoft Dynamics CRM project. That’s an increase of around U.S.$21 million”.
    JóhannHaraldsson
    Head of Business Support Systems, Vodafone Iceland
    300 Users Call Center
    Bank Increases Call Centre Productivity by 30% with Customer. Users adopted the system quickly because of its look and feel. The Microsoft Dynamics CRM solution consolidates all our operations and information through a single user interface.
    IonelaRoş
    Contact Centre Department Manager
    160 users
  • 34. cosa dicono [i nostri Clienti]
    - 23 -
    “Prima dell’adozione di questo
    sistemarisultavamenoagevole
    reperire e valutare i dati relativi
    alle risposte offerte al pubblico,
    mentreoggi le informazioni
    sull’operatività del nostro
    personalesono
    immediatamentedisponibili al
    responsabiledell’ufficio, che è
    così in grado di porre obiettivi
    precisiaglioperatoridell’URP”.
    ArnaldoMinuti
    Capo Ufficio IV del Servizio
    Stampa e Informazione e
    Responsabiledell’Ufficio
    Relazioni con ilPubblico
    MinisteroAffariEsteri
    Going to 100 Users Call Center
    When a customer calls, we can identify them right away and quickly pull up the information they need, including last purchase date, available discount points, and customer permission to receive direct mail. Microsoft’s service-level control is also one of the most useful features for us.
    Paula Rego
    Customer and Store Call Center Supervisor, Credifin
    “Microsoft Dynamics CRM has significantly improved the level of service we provide to our members because we respond to them quickly with accurate and consistent answers. “
    Hanan Kramer
    Director of Business Processes and Methods, Maccabi Healthcare Services
    1000 users Customer Service
    Department’s customer service operation can now efficiently receive and track public concerns and provide departmental responses. The public has responded positively to the Department’s initiative, and the call center has increased its call handling capability by 50%
    [Microsoft] CRM provides the flexibility we need to make quick ad-hoc changes without relying on a consultant and without using IT time.
    Julie Stewart,
    Manager, Consumer Services Office, Department of Corporations
  • 35. non solo Service
    Marketing Sales
  • 36. extendedCRMun unico Frameworkdifferenti Applicazioni
    Constituent Management
    Vendor Management
    Asset Management
    Employee Management
    Program Management
    BUILD
    many LOB applications
    ON
    a single framework
    WITH
    shared resources
    Grant Management
    Supplier Management
    Property Management
    Recruit Management
    Project Management
    Fleet Management
    Licensing Management
    Contractor Management
    Resource Management
    Product Management
    Legislation Management
    Partnership Management
    Contract Management
    Lifecycle Management
    Task / Activity Management
    Consistent and Complete User Experience
    Shared Application and Data Services
    Shared Environments & Resources
  • 37. extended CRM la mappa delle capability
    ууущщйццззййз
    ууущщйццззййз
    User Experience
    Services
    Access & Security
    Services
    Process Automation &
    Orchestration Services
    Point & Click Customization
    Services
    Data & Metadata
    Services
    Analytical
    Services
    360O View
    Core Microsoft Technologies
    Platform
    Management
    Services
    Extensibility
    Services
    Architecture
    Services
    Integration
    Services
  • 38. abilitiamo la Business Agility
    Hours / Days
    Weeks/ Months
    Weeks / Months
    Timeframe
    Extensive
    Partial
    Limited
    Solution
    Most changes can be made without a release
    Test & Deploy
    Release
    Cycle
    Test & Deploy
    Point & Click
    Development to Make Changes
    Development to Make Changes
    Business IP & Application Services
    Ripple Effect
    Related application services automatically change
    Configuration
    (as available)
    XRM
    Build
    Buy
    Approach
  • 39. velociziamoBuild Process
    Months/Years
    Weeks/Months
    Timeframe
    Costs too much $$. Requires trade-offs
    Complete Solution
    (Built iteratively)
    Partial
    Solution
    Test, Deploy, Release, and Train
    Test & Deploy
    Release
    Cycle
    Little testing, release and training required
    Point & Click
    Customizations
    Custom Develop
    Extend
    Integrate
    Business
    Context / IP
    Custom Develop
    XRM Platform
    (Dynamic
    Application Services)
    Application Services
    Microsoft Application Platform
    (Windows, .NET, SQL Server, SharePoint)
    Technology
    Building Blocks
  • 40. Designed 4 Business Context
    1 2 3 4 5 6
    Roles & Users
    Data Capture & View
    Capabilities & Features
    Tracking & Reporting
    Access & Security
    Process Automation
    • Relational business application platform to build many apps
    • 41. Consolidate legacy applications and build new as needed
    • 42. Designed to fit wide variety of business needs
    • 43. Deliver complete business solutions
    • 44. Change business applications to fit business needs
    Line of Business
    Context / IP
    Users
    Services
    Resources
  • 45. Business IP
    Designed 4 User Experience
    Office / Outlook
    Online / Offline
    Multiple Devices
    Web / SharePoint
    Common Features
    Multi-
    Lingual
    • Familiar and intuitive MS Office user interfaces
    • 46. Consistent user experiences and tools
    • 47. Access anywhere from any web browser
    • 48. Fully featured online and offline
    • 49. Personal and shared views, queries and analytics
    User
    Experience
    Services
    Resources
  • 50. Application Stack
    Designed 4 Application Delivery
    Business IP
    Users
    Windows Workflow Foundation
    Multi-tenant Multi-lingual
    Multi-currency
    Manageable & Upgradable
    Relational Data Design
    SOA / Web-services
    Application Definition & Portability
    • Point & click application definition and portability
    • 51. Declarative data schema and relational design
    • 52. Business process automation and orchestration
    • 53. Dynamic web-services and data/metadata APIs
    • 54. High availability, performance and scalability
    Application & Data Services
    Resources
  • 55. Application Stack
    Designed 4 Shared Resources
    Business IP
    Users
    Services
    Single License For Multiple Apps
    Shared IT Resources
    (Pool)
    Consistent Delivery Process
    Leverage Microsoft Stack
    Shared Servers & Environment
    Common Technology
    • Multi-tenant & multi-application business architecture
    • 56. Shared Microsoft technology stack for common skill sets
    • 57. Single user license for multiple XRM applications
    • 58. Shared servers, infrastructure and maintenance
    • 59. Shared pool of IT professionals and developers
    Environment
    & Resources
  • 60. di cosa abbiamo parlato
    Trend Mercato
    Alcuni Pain
    Capability applicativee Framework xRMExtended CRM