Microsoft CRM Platform for Managers
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Презентация платформы Microsoft Dynamics CRM на конференции MS SWIT
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Microsoft CRM Platform for Managers
- 1. Швидке та ефективне створення бізнес-рішень Роман Савран
- 2. Бизнес-контекст Ограниченное соответствие бизнес-потребностям. Ограниченные возможности из-за компромиссов. Пользовательски й интерфейс Уникальный интерфейс. Высокие затраты на обучение. Уникальный и неполный интерфейс. Приложение и базы данных Основные проблемы при принятии решения о приложении Уровень Покупать Жесткие ограничения. Плохое обновление настроек. Писать Недостаток возможностей повторного использования и гибкости. Физическое окружение и ресурсы Требует ресурсов специализированных экспертов. Плохой перенос функциональности.
- 3. Быстрая декларативная разработка Гибкость и надежность Расширение до Enterprise уровня Спектр разработки
- 4. Планшеты ПК Телефоны Платформа Microsoft CRM 2013 Облако Локальная установка
- 6. Подход Быстрый цикл внедрения инноваций Инструменты самообслужива ния Доступ с любых устройств и расположений Развитые инструменты интеграции Простота Развитая Экосистема
- 9. Устройства Веб интерфейс Мобильные Планшеты Outlook Развертывание Облако Локально Хостинг партнеров Глобализация Мультиязычность Мультивалютность
- 11. Приложения спутникиТач интерфейсыВеб порталы Расширение пользовательского интерфейса Microsoft OfficeSharePoint Composite UI
- 13. Метаданные Расширяемая модель метаданных Упаковка метаданных в управляемые слои Данные База данных SQL Server Поддержка миллиардов записей и миллионов транзакций согласно исследования Intel Инфраструктура Размещение Инсталляция с поддержкой нескольких копий приложения Разделение ролей (Web интерфейс, сервисы приложения, песочница, и т.д.)
- 14. Отчеты (Рабочие столы, Диаграммы, Excel, SRS) Сторонние Приложения Pre-Event Plug-ins (.NET Assemblies) Post-Event Plug-ins (.NET Assemblies) Web сервисы Custom Workflow (.NET Assemblies) Интеграция сервер- сервер Расширения интерфейса: Формы, бизнес- логика, логика интерфейса, командная панель, карта сайта, Web-ресурсы, JavaScript… Интеграция интерфейсов Компоненты бизнес-сущностей Компоненты доступа к данным Синхронная и асинхронная бизнес-логика Metadata Data Платформа доступа к данным Mobile TabletOutlookВеб Процессы Безопасность
- 15. РазработчикиБизнес-аналитики Администраторы Интеграции Специальный UI Расширенный Business Intelligence Разработка бизнес-процессов Отчеты Представления и формы Метаданные Логика работы форм и бизнес- правила Роли безопасности Пользователи Управление доступом Организации Подразделения Настройки Статьи базы знаний Шаблоны слияния и почты Шаблоны документов
- 16. Построение бизнес-логики мышкой Быстрая декларативная разработка Удобно настраиваемые формы, процессы и отчеты Самообслуживание для продвинутых пользователей Миграция настроек между средами Управляемые решения для контроля поставок Настройка Расширение с помощью .NET / HTML / JS / Silverlight Инструменты для разработчиков, ALM, CI Business Process Management and Business Intelligence Интеграция с другими приложениями Инструменты для работы с большим кол-вом данных Песочница для исполняемого кода
- 20. Business Intelligence Data Drill Through Advanced Analysis Self-Service Dashboards Guided Report Wizards
- 21. Ролевая безопасность для упрощения администриров ания Уровни владения пользователем и командой Ручное предоставление доступа для командной работы Безопасность на уровне полей для важных данных Доступ согласно роли в команде к объектам Логгирование изменений данных и входа в систему
- 24. Типичное LOB приложение Мобильность Социальное взаимодействие Управление процессами Business Intelligence Outlook/Office/Lync Настройка Расширение Ролевая безопасность Логирование Разворачивание Масштабируемость Управляемость Контроль чистоты данных Обновления
- 29. Partner Management • Customer and supplier management applications • Reduced application development time by more than 50% Franchise Management • Property Development and Franchise Mgmt • Operations and Legal Compliance • Winner of “Excellence in Extending Dynamics CRM” Renewal Management Mission-critical, multi-tenant CRM platform serves the unique needs of over 50 clients worldwide. Property Management • Real estate development and investment management apps • Rapid customization and development Case ManagementWealth Management • Created over 20 solutions • Portfolio, Vendor and Investment Management Dealer Management • Order Entry Solution • Knowledge Management • Reduced development costs 60% Grant Management • Created over 15 applications • Charitable event & fundraising • Reduced development time by 75% • Created over 12 applications • Education, contractor and auditing • Reduced development time by 75% “Not only do we get packaged functionality, but we also get portfolio of other tools to work with." John Lomnicki, Enterprise Architect, ELCA Board of Pensions.
- 30. Управление материальными активами Управление дебиторской задолженностью • Софт коллекшн • Управление судовым процессом • Взаимоействие с исполнительными службами Управление кандидатами и сотрудниками • Поиск кандидатов и рекрутинг • Управление вакансиями • Управление текущими сотрудниками • Расположение и перемещении материальных активов • Информация о закупках фактических и плановых Управление взаимоотношениями с суб-подрядчиками • Распределение работ • Отчетность поставщиков по выполнению работ Управление темами научных работ • Регистрация работы • Утверждение работ и бюджетов • Отслеживание хода выполнения работ
- 31. Microsoft UDS Consulting Алексей Сивер Skype: siveraleksey Email: olsiver@microsoft.com Роман Савран Skype: r.savran Email: r.savran@dynamics.net.u a
Editor's Notes
- There are disadvantages with both buying an off-the-shelf industry application or building it from the ground up. A better approach is somewhere in between using an application framework.Off the shelf applications are pretty rigid and usually very hard to make them fit your unique needs. If the application is not usable by end users or if it doesn’t fit your process, it is very hard to justify buying such off-the-shelf apps.Building from the ground up requires considerable resources for development, maintenance, support and upgrade that the total cost of ownership skyrockets soon. For example, implementing workflow from the ground up could take several months of effort and a high cost that might prohibit you from spending time & money on the features you need for your business.
- The applications we focus on are the 3 core CRM workloads of Sales, Marketing and Customer Care. In addition, a key differentiator is the Framework which allows customers and partners to rapidly build Extended CRM Applications. Extended CRM applications can be industry or vertical specific solutions such as Citizen Services Management, or they can be any number of relationship based-applications such as dealer management, patent management, employee self service, and asset management – pretty much any business process where there are records and relationships. These workloads and applications can be consumed from a variety of devices with modern form factors such as tablets and smartphones but also can be consumed via desktop browsers, an Outlook client and more. The core workloads we deliver and the Extended CRM applications take advantage of a declarative rapid application development framework providing the underlying relationships, interactions, processes and insights. Microsoft provides the “Power of Choice” with CRM deployments. With Microsoft Dynamics CRM, Deployment is usually an afterthought since all the capabilities of Microsoft Dynamics CRM are available regardless of whether you use on-premises installation or use CRM in the cloud with Microsoft Dynamics CRM Online. Even further, Microsoft provides the option for our customers to migrate from one deployment model (say cloud) to another (local on-premises) providing maximum flexibility for IT organizations. This allows customers to start their proof of concepts in the cloud and then move to on-premises environment at a later time if the business needs change.
- Most of our enterprise customers implementing the Application Framework doesn’t use Dynamics CRM for just one workload, they also use it for several additional scenarios like vendor management, personnel management and more besides the sales, marketing and customer service workloads. Also this approach has been proven successful by many Dynamics CRM customers across a variety of industries and geographies.For example, Pennsylvania Office of the Attorney General started building one application on the framework but immediately realized the benefits of the framework and quickly built over 25 different applications. This approach cut their development time by 75 percent and helps their IT staff to respond far more quickly to the business needs.Please showthe video case study here for http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000004390
- Traditional business applications evolved as passive, backward-looking systems of record. Microsoft Dynamics already changes that model today.Microsoft provides a full range of CRM capabilities across a variety of devices enabling individuals to access the right information at the right time on the right device. With embedded, declarative workflow we bring an understanding of business process into the application and helps guide users forward through their work. When this is combined with pervasive embedded business intelligence that transforms the data captured in the system into insight empowering better decisions, the system becomes a more active, forward looking partner for the people who drive a business toward success. Microsoft is committed to an improved agility where additional capabilities for Microsoft Dynamics CRM are delivered approximately twice yearly with releases targeted for Spring (Q2) and Fall (Q4) of each calendar year. This rapid release cadence provides customers with the latest innovation from Microsoft at an increasing pace.All of this is supplemented by a empowered ecosystem of partners, developers, support team, ISVs and add-ons to enable a wide variety of capabilities across the globe.
- Microsoft Dynamics CRM is a modern business application that is designed to be highly scalable and extensible to support customers in all different segments. This slide is an over-simplified architecture diagram for TDMs to understand various building blocks of CRM. All these components come together to create a robust framework for line of business applications. Fundamentally the CRM architecture is split into three:Core: Microsoft Dynamics CRM is built on a three-tiered architecture that is designed for scale and efficiency. It leverages a robust platform with Microsoft technologies such as SQL Server for data and metadata, IIS and .NET for the web platform. This platform can be extended mostly by configuration and with custom code in some cases. The balance between configuration and code really depends on the specific customer scenario and requirements. However it is not uncommon for customers to achieve 80% of their requirements by simple web-based configuration needing custom code only for the remaining 20%. All of these functionalities are then available through a wide variety of client experiences including slates, tablets, smartphones, desktops, web browsers and custom user experiences.Services: Dynamics CRM offers a rich set of application services that automates, simplifies, integrates and enhances the core foundation. Dynamics CRM services are essential for facilitating communication inside and outside an organization, for automating business processes, analyzing data and integrating CRM with other systems in the enterprise such as ERP, HR, etc. For example, Workflows can be built to automate the routing of a lead or service case to the right departmentBI capabilities can be used to built real-time interactive dashboards for KPIsPlugins, connectors & web services can be used to integrate customer orders with supply chain systemsCommunication channels like social or tracked emails could be used to collaborate with business partners and external stakeholders so that everyone is on the same page on the communication channel of customer’s choiceTools: All of the above mentioned functionality can be easily utilized by customers with a rich and powerful toolset that comes along with the solution. With tools for everyone in the organization, Microsoft provides the right tool for the right job.Simple web-based tools for configuration of data model, forms, views, reports, workflow & security.Management tools like Systems Center Configuration Manager for IT operations and administrationIntegration tools to simplify data & business process orchestration across CRM and other enterprise systems like ERP (AX, SAP) and many more. There are several integration tools to choose from Microsoft like Biztalk, SSIS and Dynamics Connectors and 3rd party tools like Scribe, Informatica, etc to help simplify the time and cost required to implement enterprise integration.Visual Studio toolkit, solution packager and other open source community developer tools helps to drastically reduce the amount of time and effort needed to extend Dynamics CRM to fit your needs.
- Dynamics CRM is flexible enough to be consumed through multiple Web browsers on Windows PCs, iPads and Apple Macintosh computers. For people on the go, we provide mobile solutions to improve user productivity even when they’re away from their desk. For more on the CRM mobility roadmap, please see https://mbs.microsoft.com/partnersource/marketing/marketingcollateral/presentationdecks/MSDCRMMObilityRMap.htmDynamics CRM’s Outlook client works both Online and Offline so that you can use the application (read & write capabilities) even when you’re offline. When offline users come back online, Outlook seamlessly synchronizes all the changes back to CRM.
- Dynamics CRM provides the power of choice to the customer so that they are not held hostage with one choice. The needs of an enterprise change often and Dynamics CRM allows organizations to be flexible.Dynamics CRM can be consumed from a variety of devices depending on the users’ preference.Dynamics CRM can be deployed on-premises, online and can even be migrated from one deployment model to another.Dynamics CRM works is available over 40 markets and 41 languages.In summary, Dynamics CRM is ready for all kinds of enterprises from mid-size to large global organizations.
- With social collaboration powered by Yammer at the forefront of every data record, Dynamics CRM allows users to collaborate with colleagues inside their organization or with customers, partners and other stakeholders. With Flow UX, Dynamics CRM provides a fresh, intuitive and guided means for users to work through a business process toward a defined outcome. This is a departure from the traditional transactional CRM application to a more process-centric, outcome-oriented and guided experience. Each stage of a process is clearly outlined and makes suggestions on the recommended steps. Users can move forward and backward in a process and as they do they will be presented with a new suggested list of steps. This allows experienced sales/service professionals to work faster without the system being a hindrance whereas novice professionals are guided through best practices.
- Customers however are not just bound by the out of box user experiences. In many cases, customers can easily extend the user experiences to fit their need.Custom Web Portal is a good example of an extensible user experience built on Dynamics CRM. Microsoft offers a toolkit for customers to easily generate customizable portals that connect back to Dynamics CRM. Microsoft partners have also built additional apps for Office, SharePoint, Windows and non-Windows devices like iPad that seamless connect with Dynamics CRM to provide a tailored user experience.
- Microsoft works well with all of these channels so that you can stay connected and be productive through the communication channel of your choice.With integrations built-infor a broader set of communication channels, Dynamics CRM provides a 360 degree of the customer regardless of the channel being used to communicate. Social is another communication channel (albeit an important one) and there are tools in our ecosystem to facilitate social conversations internally within the organization (like Activity Feeds & Yammer) and external conversations with your partners & customers.
- Microsoft Dynamics CRM 2011 Performance and Scalability with Intel - http://www.microsoft.com/en-us/download/details.aspx?id=16673 - 150,000 concurrent usersMicrosoft Dynamics CRM 2011 Data Load Performance and Scalability - http://go.microsoft.com/fwlink/?LinkID=265170. - 10 million rows inserted in 2 hours.
- Classic 3-tiered architecture. Gear symbol within the slide indicates extensibility points. As you can see there are plenty of possibilities to extend the system.
- Microsoft provides simple web-based tools for configuration of data model, forms, views, reports, workflow & security. Dynamics CRM can be extended mostly by configuration and with custom code in some cases. The balance between configuration and code really depends on the specific customer scenario and requirements. However it is not uncommon for customers to achieve 80% of their requirements by simple web-based configuration needing custom code only for the remaining 20%.
- All of Microsoft Dynamics CRM’s functionalities can be easily utilized by customers with a rich and powerful toolset that comes along with the solution. Simple web-based tools for configuration of data model, forms, views, reports, workflow & security.Management tools like Systems Center Configuration Manager for IT operations and administrationIntegration tools to simplify data & business process orchestration across CRM and other enterprise systems like ERP (AX, SAP) and many more. There are several integration tools to choose from Microsoft like Biztalk, SSIS and Dynamics Connectors and 3rd party tools like Scribe, Informatica, etc to help simplify the time and cost required to implement enterprise integration.Visual Studio toolkit, solution packager and other open source community developer tools helps to drastically reduce the amount of time and effort needed to extend Dynamics CRM to fit your needs.
- A process can easily be configured using the Visual Web Designer to add or remove stages and steps according to your specific processes. In order to mirror real life processes, the new process bar can span multiple data tables (entities) such as lead and opportunity.These processes provide sales and service professionals with insights and guidance to prioritize actions to close more deals faster and turn customers into fans.
- Visual Studio ExtensibilityFor advanced developmentCustom .NET Workflow ActivitiesPackaged custom actions (Send SMS, etc.)
- With robust business intelligence capabilities powered by SQL Server, Dynamics CRM provides relevant insights to all roles within the organization. Key thing to note here is that all of the BI features and artifacts of Dynamics CRM can be created and surfaced in a self-service manner for end users without requiring dedicated BI developers.Real-time interactive dashboards provide quick snapshots of the business. Dashboards can be configured, personalized and shared among users to surface information that is critical for every individual.Guided Report Wizards facilitate report creation across entities and fields in the system. The end report can be exported as .rdl file and customized further by a report developer.Real-time charts present summary of data in a visual & meaningful way. Charts provide slice and dice capabilities to quickly go from summary to the details.Last but not least, Power View is a next-generation BI tool for interactive data exploration, visualization, and presentation. Simply put, it helps business users put together interactive presentations and breathtaking insights similar to Hans Rosling’s vivid demonstrations. Power View can process and present large datasets in a interactive and animated way, bringing data to life and giving users the ability to spot trends, patterns and outliers in their business.
- With robust business intelligence capabilities powered by SQL Server, Dynamics CRM provides relevant insights to all roles within the organization. Key thing to note here is that all of the BI features and artifacts of Dynamics CRM can be created and surfaced in a self-service manner for end users without requiring dedicated BI developers.Real-time interactive dashboards provide quick snapshots of the business. Dashboards can be configured, personalized and shared among users to surface information that is critical for every individual.Guided Report Wizards facilitate report creation across entities and fields in the system. The end report can be exported as .rdl file and customized further by a report developer.Real-time charts present summary of data in a visual & meaningful way. Charts provide slice and dice capabilities to quickly go from summary to the details.Last but not least, Power View is a next-generation BI tool for interactive data exploration, visualization, and presentation. Simply put, it helps business users put together interactive presentations and breathtaking insights similar to Hans Rosling’s vivid demonstrations. Power View can process and present large datasets in a interactive and animated way, bringing data to life and giving users the ability to spot trends, patterns and outliers in their business.
- From an authorization and audit perspective, Dynamics CRM provides comprehensive capabilities for any organization to protect their data, secure the visibility of data and also comply with most regulations and industry requirements.
- Classical Build vs Buy Argument
- While considering CRM, organizations often find out that there are similar issues/challenges associated with other business applications within the organization as well. These challenges include cost reduction, faster rollout, remove out-of-date applications and more. Extended CRM allows organizations to build and roll-out multiple applications in a very short time window, giving a huge return on their CRM investment.
- Key Points:Extended CRM is helping customers solve core business issues relating to managing relationships is other areas of their businesshttp://crm.dynamics.com/en-gb/featured-customershttp://www.microsoft.com/casestudies/case_study_detail.aspx?casestudyid=4000004607http://crm.dynamics.com/en-gb/featured-customers/case-study-details?casestudyid=4000004390&title=Pennsylvania-Office-of-Attorney-General
- Key Points:Extended CRM is helping customers solve core business issues relating to managing relationships is other areas of their businesshttp://crm.dynamics.com/en-gb/featured-customershttp://www.microsoft.com/casestudies/case_study_detail.aspx?casestudyid=4000004607http://crm.dynamics.com/en-gb/featured-customers/case-study-details?casestudyid=4000004390&title=Pennsylvania-Office-of-Attorney-General