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Dynamics Day 2016 - The Internet of Things and CRM


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The connected world does not need to be a complicated world. The Internet of Things (IoT) is not about future predictions of billions or trillions of connected devices - it is here today, and it is a practical and applicable technology tool that many organizations are already using to generate ROI and drive efficiencies and insights.

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Dynamics Day 2016 - The Internet of Things and CRM

  1. 1. Internet of Things and CRM Sundeep Rehill (Empired) Sean Bedford (Empired)
  2. 2. Objectives of this session • Understand the potential for connected device applications • Visualise how integrated CRM and IoT applications can improve customer and service outcomes • High level view of what the immediate future looks like
  3. 3. What is this Internet of Things?
  4. 4. Is it this?
  5. 5. Is it this?
  6. 6. Is it this?
  7. 7. Connected things (devices) sharing data
  8. 8. Connected things (devices) sharing data POS Terminals Industrial devices ATMs Medical devices Automation Devices PCs/ Laptops Handheld Scanners Tablets Smart Phones Vehicles Buildings and Infrastructure Assets Chips Sensors LoB Assets Supply Chain Things Back Office Devices Plant Floor Devices
  9. 9. Potential economic impact: $4 trillion to $11 trillion a year in 2015
  10. 10. Adelaide's leading convenience retailer and the operator of On- the-Run (OTR), Smokemart & GiftBox retail sites with 160 stores nationwide.
  11. 11. The Problem • Regulation requirements for temperature of freezer and fridge containing food • Identify Failing / dysfunctional assets oPotentially leading to food spoilage, costly repairs, and asset downtime • Manual temperature monitoring oError prone, unreliable data oLabour intensive
  12. 12. The Solution • Consisted of: • Remote monitoring • Self Service Analytics • Predictive Maintenance
  13. 13. Connectivity Data Processes Analytics Things At its Core
  14. 14. Dynamics 365 and the Internet of Things Connected Field Service
  15. 15. Microsoft Dynamics 365 Common application platform: PowerApps, Microsoft Flow, Common Data Model Microsoft AppSource
  16. 16. 16 What Outcomes are we looking for? Improve the Customer Experience with remote monitoring and management combined with consumer sentiment to proactively engage with customers, and a comprehensive, integrated service approach to customer care Reduce Costs and Deliver Better Service with predictive maintenance and other advanced services that automate action, preempt equipment failure and provide a first-time fix every time Create High-margin Service Revenue by supporting the creation of end-to-end digital services and service-centric relationships that provide significant value for customers and high-margin revenue opportunity for you CustomerSite ! Install remote updates Usage Bulk order GlobalOps ServiceTech
  17. 17. How? Traditional Field Service Remote Monitoring Predictive Maintenance
  18. 18. Critical alert! Work order scheduled Please leave now!
  19. 19. Predictive Maintenance Scheduled Just-in-time
  20. 20. The Great Tipping Wheelchair Azure IoT Hub Stream Analytics Dynamics 365 Connected Field Service Power BI