Service Transformation through Microsoft Dynamics CRM
Energy / Utilities Industry perspective
Presented by
Sham Ramakrishn...
Agenda
 Utilities Industry – An Overview
 Challenges faced by Energy and Utilities firms
 Microsoft Dynamics CRM for Gr...
EMEA Utilities IT spending will surpass
$17.5 billion in 2013
Top 10 technology trends influencing energy and utility
Mark...
Some areas of concern…
Receiving 15 minute interval data
from
2 to 3 million meters
(3,000 transactions per second)
Sortin...
Whatever strategy or approach you adopt to
manage demand, all energy providers
Must address one basic question: Do you kno...
- Managing power usage
intelligently
- Deliver power and analysis based on
Customer demands
- Improve Asset utilization
- ...
• Demonstrate
-Regulatory Compliance
-Enhance customer care
-Improve Stakeholder
Relationship Management
• Offers Advanced...
In Summary- What benefits do you get?
 Empower agents and representatives with dynamic, unified
desktop, front-to-back of...
SALES
• Integrating product catalog with various
pricing levels and full features
• Set up territories for organized recor...
Contact Center Integration to Microsoft Dynamics CRM
 Contact center Integration solutions to Microsoft Dynamics CRM enab...
 Helps to add rich conversation to any
opportunity, account or custom entity to bring
sales, marketing and product develo...
Microsoft Dynamics -World-Class Cloud CRM
Service
Security
• Physical, data, and network security
• Financially backed 99....
+16
HOURS PER
MONTH
IT
Better Value: Microsoft Dynamics CRM 2011
PER YEAR
+$200K
MARKETING
“Based on the study’s findings,...
Dynamic CRM - Differentiators
CRM
NetSuite
CRM+
Oracle CRM
on Demand RightNow
Sage
CRM Salesforce Salesnet SAP ByD
Sugar
C...
Microsoft Dynamics Video Case Study
Horizon Wind Energy - Video
Sales process
improvement
Marketing and
service automation
Customer service
Analytics and
reporting
Integration with
Share...
For questions or comments, please reach out to:
Sham Ramakrishnan
Email: shamr@eprocorp.com
Phone: 732 283 0499 Ext. 361
E...
Upcoming SlideShare
Loading in …5
×

Service Transformation through MS Dynamics CRM - Energy / Utilities Industry perspective

1,061 views

Published on

In case you had missed this webinar, I would be happy to share with you the recorded version. Also a here's quick brief about Sensiple Software Solutions:

Sensiple is a System Integrator with 14 years of experience in providing Web Technologies, Contact center solution & Web Customer Experience solution.
Our Ms Dynamics' service portfolio includes:

Evaluation of existing capacity and organization's readiness
Implementation of MS Dynamics CRM
Integration with other enterprise solutions to build intelligent systems
Workflow design/configuration and process automation
Existing CRM system upgrade and data migration
Providing 24*7 service support in production environment

Mail to me at devasenag@sensiple.com for more details

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,061
On SlideShare
0
From Embeds
0
Number of Embeds
12
Actions
Shares
0
Downloads
2
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide
  • Large customer in the energy sector implementing a CRMYou might wonder why the energy sector needs this? You might have a picture the old big utility that used to provide a desk – electricity for a monthly bill to your house or businessThose times have changed – they still provide the same product – energyBut you face globalization – face regulations15 years ago, companies had a monopolyToday, face increasing competition from their regions but also from neighboring countriesNow, also face increased demandsExample, to a business custome, you don’t just provide power every month for a fixed priceYou use profiles energy profiles, quantities, prices, that varies Depending on the market conditionsAll tools to price the productCustomers are more environmentally concious – they want green energy – want energy from renewable sourcesAll these things make for a very complex market – but very exciting as wellReally trying to take all these conflicting stakeholder demands into a system – that provide optimization of relationshipsEnd of day, success in energy sector is about filling the expectations of these customers, businesses, vendors, suppliers, government and community - fulfilling them in a way that is profitable and sustainable – and provides for the long-term future of the community
  • A study done by Forrester Research Group last year measured the total economic input that investing in Microsoft Dynamics CRM 2011 had on companies. Forrester conducted in-depth interviews with executives from Microsoft Dynamics CRM 2011 customers, then compiled the results, including forward-looking expectations, to evaluate the potential financial impact of deploying Microsoft Dynamics CRM 2011 within the organizations.Basedon the study’s findings, “companies looking to implement Microsoft Dynamics CRM 2011 can anticipate significant productivity gains and cost savings.” And take a look at the average time to realize return on investment in Microsoft Dynamics CRM: 243 percent ROI and payback in just four months. The report is full of real-world results for customers using Microsoft Dynamics CRM 2011. Anyone interested in moving forward with a CRM initiative will be interested in Forrester’s detailed cost/benefit guidance and their findings on how our customers are achieving quantitative benefits with Microsoft Dynamics CRM. [Go through the following report details as time allows.]Somethinginteresting to call out: the report found that the economic climate has not diminished the appetite of large and midsize organizations to increase customer acquisition/retention while reducing costs. But buyers are placing emphasis on improving processes with value-priced solutions that are flexibly functional and easily extensible. Forrester research found that our customers estimate $200,000 in productivity benefits—depending on the scenario—either in new revenue or cost savings. Additionally, customers achieved an estimated 50 percent in increased sales productivity by streamlining business systems, processes, and geographies that accelerated sales conversion cycles by as much as 50 percent with corresponding revenue gain (page 3).There were also significant SERVICE productivity gains from the completeness and accuracy of customer information to help service reps resolve issues faster and deliver better customer care. Organizations estimated an approximate SAVINGS of 15 percent in the face of growth (1.5 FTE not hired on a 10 person team) (page 3).Customers also experienced lower operational costs and cross-organizational process improvements—and customers estimated on average an additional 16 hours per month in savings. [CLICK]
  • Service Transformation through MS Dynamics CRM - Energy / Utilities Industry perspective

    1. 1. Service Transformation through Microsoft Dynamics CRM Energy / Utilities Industry perspective Presented by Sham Ramakrishnan Head Enterprise Solutions Moderated by Suruli Kannan Business Consultant
    2. 2. Agenda  Utilities Industry – An Overview  Challenges faced by Energy and Utilities firms  Microsoft Dynamics CRM for Greater Business Agility  Empowering Energy firms with Microsoft Dynamics  In Summary- What benefits do you get?  Smart Era… what’s in store for Utilities marketing and Sales Team  Horizon Wind Energy Case study  Sensiple’s Microsoft CRM Services
    3. 3. EMEA Utilities IT spending will surpass $17.5 billion in 2013 Top 10 technology trends influencing energy and utility Markets: • Social • Media and Web 2.0 • Big Data • Mobile Location-Aware Technology • Cloud Computing and SaaS • Advanced Metering Infrastructure Utilities Industry – An Overview Nearly all US homes are expected to have smart meters by 2020, analysts say.
    4. 4. Some areas of concern… Receiving 15 minute interval data from 2 to 3 million meters (3,000 transactions per second) Sorting, storing, evaluating and integrating this data With legacy applications is challenging !!! Implementation of enterprise applications, integration of newer systems with legacy systems ,cyber-security Integrating data across multiple systems through SOA and enterprise service buses, and analyzing trends and opportunities Managed Services - day-to-day operational challenges of keeping your PCs, servers, email, and networks up and running
    5. 5. Whatever strategy or approach you adopt to manage demand, all energy providers Must address one basic question: Do you know your Customer well? Challenges faced by Energy and Utilities firms Regulatory Challenges:  Energy industry is the largest source of carbon emissions worldwide, any strategy for reducing emission has great impact  Delivery infrastructures, power transmission lines and gas pipelines are overtaxed  Climate/clean energy policy momentum in a majority of U.S. states  Utilities industry influenced by convergence of Smart Technologies, Regulatory and Market forces, Energy Efficiency Programs and Customer Expectations Operational Challenges:  Power generation from Solar PV, wind, geothermal, micro-hydro, and fuel cells running on natural gas at lesser cost; Residential and commercial utility customers can use this power economically instead of drawing it from the grid Technical Challenges:  Aging Equipment – operating on legacy mainframe systems Others  Energy firms need a full audit trail of consultation, permissions, lease agreements, and other project documentations, recorded and stored  Aging Workforce
    6. 6. - Managing power usage intelligently - Deliver power and analysis based on Customer demands - Improve Asset utilization - Increase power availability Microsoft Dynamics CRM for Greater Business Agility One Integrated Software Solution to simplify complex management of electric, gas, and thermal, power and water utilities projects and services
    7. 7. • Demonstrate -Regulatory Compliance -Enhance customer care -Improve Stakeholder Relationship Management • Offers Advanced Insight, Segmentation to provide new value proposition to convince the customer • Improved Billing Accuracy, Customer Service and Outage Management by integrating Customer Usage Information with enterprise systems • Set up alerts to track and monitor progress of different interactions, Track Enquiries, Cases, Complaints and Service Escalations Single Custom dashboard On demand and in Real time Monitoring Stakeholder Relationship Management Advanced Insight and Segmentation Empowering Energy firms with Microsoft Dynamics
    8. 8. In Summary- What benefits do you get?  Empower agents and representatives with dynamic, unified desktop, front-to-back office integration  Automated process guides self-service users to the right answer, deflecting costly calls to cost center  Leveraging advanced analytics and real-time decisioning to recommend relevant offers  Interface-Outlook look alike, so it is easy to train your staff in system’s operations  90% more increased visibility into metering operations, billing accuracy, customer service and relationship management  ~80% Reduced outages, improve reliability and reduction in response times for fault resolution  Dynamics CRM in the Contact Center - Keeping Multiple Source System Data in Sync Highlights
    9. 9. SALES • Integrating product catalog with various pricing levels and full features • Set up territories for organized recordkeeping • Measure your sales success with key KPI • Including the history of services, process automation, case management and escalation of calls and knowledge base • Data Import Wizard; Guided Quick Campaign feature • Tracking key performance indicators (KPIs) using Real-time Dashboards, Pre-built Reports, and Inline Data Visualization • Tracking key goals for Real-time marketing to match real-time metering & real time changes in demand and supply MARKETING Smart Era… what’s in store for Utilities marketing and Sales Team • Service automation helps teams respond quickly, prioritize issues and adhere to service level agreements • CRM service dashboards display real-time analytics to support decision making • Automated email notifications create improved communication and facilitate better service delivery CUSTOMER SERVICE & SUPPORT
    10. 10. Contact Center Integration to Microsoft Dynamics CRM  Contact center Integration solutions to Microsoft Dynamics CRM enables multi-channel functionality in Microsoft Dynamics CRM desktop including • Telephony(CTI) softphone controls • Caller Identification • Screen Population  Agents can place, receive, and transfer customer interactions with full, real-time access to Microsoft CRM customer data  Call routing can be enhanced using business rules and customer data residing in Microsoft Dynamics CRM
    11. 11.  Helps to add rich conversation to any opportunity, account or custom entity to bring sales, marketing and product development collaborate and close the deal  Users will be able to post messages from Dynamics CRM to Yammer, and vice versa Adding a Social layer to Microsoft Dynamics CRM 11  Adding a social layer to Microsoft Dynamics CRM provides a way for teams to work together in a new way  Mobile CRM application that will run on Windows 8 and iPad devices
    12. 12. Microsoft Dynamics -World-Class Cloud CRM Service Security • Physical, data, and network security • Financially backed 99.9 percent SLA Stability • Regular and free updates • Corporate longevity and stability Flexibility • Scale up or down number of users • Flexibility in upgrade timing Global Ecosystem • Partners in more than 80 countries • Microsoft Dynamics Marketplace Cloud Commitment • $2.3 billion data center investment • Full cloud lineup (Saas, PaaS and IaaS) Value • $44 per user, per month • No hidden fees or charges
    13. 13. +16 HOURS PER MONTH IT Better Value: Microsoft Dynamics CRM 2011 PER YEAR +$200K MARKETING “Based on the study’s findings, companies looking to implement Microsoft Dynamics CRM 2011 can anticipate significant productivity gains and cost savings.” — Forrester’s Total Economic Impact Study May 2011 Forrester’s Total Economic Impact Microsoft Dynamics CRM 2011 delivers an average 243 percent ROI and Payback period of 4.1 months SERVICE SAVINGS IN LABOR COSTS 15% SALES CONVERSION SALES +50%
    14. 14. Dynamic CRM - Differentiators CRM NetSuite CRM+ Oracle CRM on Demand RightNow Sage CRM Salesforce Salesnet SAP ByD Sugar CRM Zoho CRM All Rights Reserved 2013 - Sensiple Software Solutions www.sensiple.com
    15. 15. Microsoft Dynamics Video Case Study Horizon Wind Energy - Video
    16. 16. Sales process improvement Marketing and service automation Customer service Analytics and reporting Integration with SharePoint Portal Mobile CRM Functional Areas MS Dynamics CRM Implementation MS Dynamics CRM Customization MS Dynamics CRM Custom Workflow MS Dynamics CRM Plug-in development xRM development for business applications Microsoft Dynamics Offerings Energy & Utillities Manufacturing Financial Services Healthcare Professional and Business Services Verticals USA SINGAPORE India 300+ Team Sensiple’s Microsoft CRM Services
    17. 17. For questions or comments, please reach out to: Sham Ramakrishnan Email: shamr@eprocorp.com Phone: 732 283 0499 Ext. 361 East Coast Operation 1000 Rt. 9 North, Suite 303 Woodbridge, NJ 07095 USA Phone: 732-283-0499 Fax: 732-283-0489 Midwest Operation 13011 Scott St Omaha, NE 68142 USA Phone: 402 505 7790 Fax: 402 505 7798 Offshore Development Center 9/A15, SIPCOT IT Park, Padur Post Siruseri, Chennai–603 103 INDIA Phone: 91-44-4741 9000 Fax: 91-44-4741 9100

    ×