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Dynamics CRM - Contact Center

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Dynamics CRM - Contact Center

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

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