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Improve Your Business Process
           Productivity with Workflows
Jijeesh Kunhiraman
Consultant, eSavvy


www.eSavvy.com.au
Agenda
•   Introduction
•   What are workflows
•   Scenarios where workflows can be used
•   Workflow Scope ,Triggers, Actions
•   Demo
•   Advantages & Limitations of using CRM workflows
•   Best practices
•   Questions
What are Workflows
•   Essentially a mechanism to automate business processes in an organisation
•   These could be process flows within your organisation or your interactions with
    your customers
•   Workflows help you to
     –   Improve business process
     –   Reduce manual effort (data entry, analysis etc.)
     –   Improve efficiency and productivity
     –   Improve compliance
     –   Streamline customer communications and ensure they happen in a timely manner.
     –   Minimize errors and risk
•   All this leading to an improved customer experience and higher customer
    satisfaction
Sales               Service            Marketing
Route Sales Leads      SLA management       Lead Scoring

Set tasks/activities   Case routing         Nurture marketing
based on Opportunity
stage/probability      Proactive contract   Campaign budgeting and
                       management           approvals
Notify appropriate
teams on high value    and more ….          and more…
deals

and more …
Scope                    Triggers           Actions
User                           Manual          Create, Update, Delete

Business Unit                  Create          Send Email

Parent : Child Business Unit   Status Change   Change Record Status

                                               Start Child Workflow
Organisation                   Assign
                                               Stop Workflow
                               Field Change
                                               Check Condition
                               Delete
                                               Wait Condition
WORKFLOW DEMO
Demo Scenario
•   A local City Council has implemented a citizen case management system
    based on MS Dynamic CRM
•   Citizens raise issues that affect them which are created as Cases in the
    CRM system
•   Council has special teams that look into various types of issues
•   Respective department members work on the case and resolve them on
    time ensuring citizen satisfaction.
Advantages                               Limitations

No code solution                       Asynchronous Operation

Power to Business Users                Cannot be triggered on some events like
                                       Associate, Dissociate, Merge etc.
Triggered on most common events
                                       No control over the order in which each WF
Can also be triggered manually         runs/executes

Easily configurable to meet changing
business needs

Asynchronous Operation
Best Practices
• Weigh different options – also consider plugins

• Consider using Child Workflows for repeatable steps

• Delete completed workflow jobs

• Test workflows thoroughly - may end up with recursive loops

• Monitor Workflows – at the record level and system level
THANK YOU FOR ATTENDING!
                    Jijeesh Kunhiraman
                       Consultant, eSavvy




www.eSavvy.com.au

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Improve your business process productivity with workflows in Microsoft CRM

  • 1. Improve Your Business Process Productivity with Workflows Jijeesh Kunhiraman Consultant, eSavvy www.eSavvy.com.au
  • 2. Agenda • Introduction • What are workflows • Scenarios where workflows can be used • Workflow Scope ,Triggers, Actions • Demo • Advantages & Limitations of using CRM workflows • Best practices • Questions
  • 3. What are Workflows • Essentially a mechanism to automate business processes in an organisation • These could be process flows within your organisation or your interactions with your customers • Workflows help you to – Improve business process – Reduce manual effort (data entry, analysis etc.) – Improve efficiency and productivity – Improve compliance – Streamline customer communications and ensure they happen in a timely manner. – Minimize errors and risk • All this leading to an improved customer experience and higher customer satisfaction
  • 4. Sales Service Marketing Route Sales Leads SLA management Lead Scoring Set tasks/activities Case routing Nurture marketing based on Opportunity stage/probability Proactive contract Campaign budgeting and management approvals Notify appropriate teams on high value and more …. and more… deals and more …
  • 5. Scope Triggers Actions User Manual Create, Update, Delete Business Unit Create Send Email Parent : Child Business Unit Status Change Change Record Status Start Child Workflow Organisation Assign Stop Workflow Field Change Check Condition Delete Wait Condition
  • 7. Demo Scenario • A local City Council has implemented a citizen case management system based on MS Dynamic CRM • Citizens raise issues that affect them which are created as Cases in the CRM system • Council has special teams that look into various types of issues • Respective department members work on the case and resolve them on time ensuring citizen satisfaction.
  • 8. Advantages Limitations No code solution Asynchronous Operation Power to Business Users Cannot be triggered on some events like Associate, Dissociate, Merge etc. Triggered on most common events No control over the order in which each WF Can also be triggered manually runs/executes Easily configurable to meet changing business needs Asynchronous Operation
  • 9. Best Practices • Weigh different options – also consider plugins • Consider using Child Workflows for repeatable steps • Delete completed workflow jobs • Test workflows thoroughly - may end up with recursive loops • Monitor Workflows – at the record level and system level
  • 10. THANK YOU FOR ATTENDING! Jijeesh Kunhiraman Consultant, eSavvy www.eSavvy.com.au