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Dynamics Day 2016: CRM Field Service and Project Service


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Steven Foster and Microsoft’s Scott Smedley look at how Field Service and Dynamics Portals can change the way you serve your customers, ensuring you provide an intelligent and data-driven engagement that empowers employees and customers.

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Dynamics Day 2016: CRM Field Service and Project Service

  2. 2. Objectives of this session • Understand the benefits of customer engagement in a service economy • Understand where Microsoft fits within this economy • High level view of what the immediate future looks like
  3. 3. of consumers use web or mobile self-service to find answers 1 84% 12% Decline in First Call Resolution since 2009 2 27% Average annual call centre agent turnover rate 3 1. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016 2. 2014 Dimension Data Global Contact Center Benchmarking Report 3. The US Contact Center Decision-Makers’ Guide 2014 4. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016 73% of customers Say valuing their time is the most important element of good service 4
  4. 4. In the past Focus on selling products and services separately “One and done” selling Majority of work done through company employees Primarily human interactions Service economy Focus on selling products, services, and outcomes Customer lifetime value is everything “Uberisation” as a concept starting to permeate everything IoT interactions becoming important Service delivery platform
  5. 5. Service Delivery Platform Current situation Disparate system but growing interdependence Suboptimal resource allocation Redundant IT costs and higher integration costs Service delivery foundation One familiar user experience Shared resource allocation model leading to higher utilisation Modules built on common platform foundation leading to lower costs Service delivery platform
  6. 6. Microsoft Dynamics 365 Common application platform: PowerApps, Microsoft Flow, Common Data Model Microsoft AppSource
  7. 7. Improve satisfaction and productivity of customers say valuing their time is the most important thing a company can do to provide good service.1 73% of incoming service requests require field visits and of those service visits,2 require secondary or follow-up visits.226% 65% 1. Forrester Research’s Trends 2016: The Future Of Customer Service 2. Source: Field service automation trends: Best-in-Class - Aberdeen Group, Dec,2015
  8. 8. Before Or Today And Digital transformation
  9. 9. What’s top of mind for service leaders Customer first Connected interactions Empower organizations
  10. 10. Customers Technicians Operations
  11. 11. One central place to manage my jobs, contract or one off • Easy to see the jobs that need to be scheduled • Can optimise my field • Field technician can easily manage the job • Productivity improvements
  12. 12. Complex Service Industry challenges 1. Figure 2 2. Figure 4 3. Figure 21 Decrease in new client growth over the last 3 years 19% Increase in employee attrition over the last 3 years 26% Decrease in billable employees in the last year 35% SPI Research analysis for Microsoft based on 2016 Professional Services Maturity™ Benchmark study data for 257 organizations with over 100 employees and an average size of 1,315 employees.
  13. 13. 56.7% 80% 90.0% 41.4%44.8% 68% 72% 29.6% 0% 20% 40% 60% 80% 100% Bid-To-Win Ratio Billable Utilization On-Time Projects Profit Margin Top 20% of organizations has implemented structured business processes and utilize integrated information systems to assure there is “one view of the business.” Top 20% Other 80% Process maturity drives business performance
  14. 14. What’s top of mind for service delivery leaders Deepen engagement Empower teams Optimize growth
  15. 15. Dynamics 365 for Project Service Automation $ €
  16. 16. Maintain the customer relationship and interactions • Manage my resources based on skills • Create and manage my project tasks • Connectivity from Sales to Delivery • One place to manage all customer interactions • One calendar for all my activity
  17. 17. 98% 97% 100% 93% 2% 3% 0% 7% 0% 20% 40% 60% 80% 100% United States United Kingdom Brazil Japan How important is customer service in choice of or loyalty to a brand? Very or Somewhat Important Not Important Your new best friend
  18. 18. What’s top of mind for service leaders Earn loyalty Empower agents Stay agile
  19. 19. Dynamics 365 for Customer Service ? Customer Agent
  20. 20. Easy to do business with • Self serve for Customers, partners, Employees, Knowledge • Quick to set-up • Easy to personalize • Enabled for CRM data
  21. 21. Detect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary. Automatically Schedule work to the most appropriate resources while optimizing to fit in the most appointments per day. Schedule individuals, teams, or equipment for any type of appointment including in-house, onsite, or remote. Outbound text and phone capabilities provide automated reminders and updates to customers while an online portal allows customers full visibility into all service interactions. Dispatchers view technician’s daily turn-by-turn routes to easily add nearby appointments, and understand upcoming traffic constraints, while organizations can choose any backend GIS provider.
  22. 22. Manage projects more effectively by augmenting the project economics and planning details in PSA with robust project management in MS Project. Improve employee productivity through ease of tracking and managing all project and non-project related schedules on their device or app of choice. Simplify customer experience through integrated end-to-end service delivery management and streamlined forecast to actuals reconciliation. Empower customers and partners by providing timely visibility to sales, resourcing, delivery and billing in self-serve capacity.
  23. 23. Solve cases faster using topic analysis and machine learning scenarios that surface relevant knowledge articles and related cases. Improve service outcomes with big data insights and visualizations that dynamically update customer records via embeddable widgets Adjust to new business requirements and gain optimization insights with ease using the visual process designer and configuration wizard. Speed onboarding with improved search, role-tailored guidance and custom learning scenarios. Reward optimal behaviors to improve performance and increase productivity.