Accelerate Business Success With xRM xRM Paul Mare CRM Architect [email protected].

Accelerate Business Success With xRMxRM

xRMPaul MareCRM [email protected]


Topics Setting the Stage

Key Execution Issues

xRM Design

xRM Application Architecture

Extend Process Scenarios with SharePoint

xRM Value Proposition

xRM Customer Showcase


Multi-tenant Controller

xRM Conceptual ArchitectureDesigned for flexibility and extensibility

Data Access

Metadata Data

Business Entity Components

Data Access Components

Synchronous Business Logic

Custom Synchronous Actions(.NET Assemblies)

Web Services

Role

-Base

d S

ecu

rity

Standard UI(Outlook, Web, Mobile)

Custom UI & Mash-Ups(ASP.NET, SharePoint, Silverlight/WPF)

IntegratedApplications

Reporting(Excel & SRS)

Workfl

ow

Custom Asynchronous Actions(.NET Assemblies)

цззййз

Cloud Server

4

SETTING THE STAGEKey Success DriversKey IT ChallengesxRM Enables Business Success


Key Success DriversHow do you define success?

Business process innovation as key competitive advantage

Business productivity innovation is needed now more than ever

Flexibility to rapidly implement global innovation is a key enabler

66% of CEOs believe

their organizations

need to introduce

fundamental/ radical

changes in the next 2

years

“Products and services

can be copied. Our

business processes and

our business models are

our differentiators.”

CEO – Global Enterprise

6


Key IT ChallengesChallenges with delivering sustainable business value

Too much time and

money is required

to efficiently

develop, deploy and

maintain custom

applications

Identifying the right

application is costly.

Maintaining applications

from multiple vendors is

cumbersome

Difficult to deliver business ROI and differentiators

Limited budget and resources

Too many issues with buying and

building apps

Not equipped to rapidly respond to business change 7


xRM Enables IT & Business SuccessxRM delivers business results through 4 D’s of Differentiated IT

Business IT

Differentiated IT

Deliver rapid innovation

& agility

Develop flexible business

applications

Drive efficient & effective IT

Demonstrate business success

xRM

8

KEY IT EXECUTION ISSUESIssue #1 – IT Can’t DeliverIssue #2 – Too Many Trade-OffsIssue #3 – Benefits Come At Too High A CostIssue #4 – Stack Up The ProblemsIssue #5 – Exponential Issues


Issue # 1 – Can’t Deliver On RequestsNot delivering business solutions can cause even more issues

Request – Business requests an application Denied – Low priority or not enough budget for IT to deliver Go Solo – Business creates or buys a shadow application Result – Hundreds of shadow applications pop-up (issues) Clean-up – IT tasked with cleaning-up shadow apps Repeat – Go to step 1

1

2

3

4

5

6

The Slippery Slope

Often time the business goes without, resulting in inefficiencies


Faster Delivery Time (if OOB) Lower OOB Business Fit

(Change Business to Fit) Narrow Scope of Available

Applications (Buy Multiple)

Broadest Scope of Possibilities Slower Delivery Time Higher Potential Business Fit Resource/Time Intensive Difficult to Deliver Complete

Build Custom

Applications

Tim

e to

del

iver

Faster Lower

HigherBusiness Fit

Buy Packaged

Apps

Issue # 2 – Too Many Trade-Offs Buy and Build Are Both Unbalanced

Scope of available applications

Slower


Buy

Build

Issue # 3 – Benefits Tied To High CostsBoth Buy and Build Benefits Come Locked in with ‘Costs’

Benefits Costs

Locked into vendor / schedule Customized to fit business Business adjust their processes Must buy new software with new

licenses for every application need

Tailor application to business needs Leverage existing infrastructure Not one size fits all program Greater control over dev process Not as reliant on a vendor

Leap frog end-to-end development Configuration /OOB capabilities Earlier to maximize benefits Vendor provides maintenance Vendor delivers enhancements

Expensive to develop Compromise application capabilities High maintenance costs Inability to rapidly change / innovate Long delivery cycles


Build

Issue # 4 – Stack Up The ProblemsMajor issues in the application stack exist for both buy and build

Application StackBuy

Inconsistent user experience. High training

effort

Inconsistent and incomplete user

experiences

Limited fit to unique business needs

Limited capabilities due to trade-offs

Rigid constraints. Customizations don’t

upgrade well

Lack of reusability and business agility

Requires expert resources and new environments

Code doesn’t port easily. IP with developer

Line of Business Context / IP

User Experience

Application & Database Services

Physical Environment &

Resources


Application Stack

User Experience



Resources

Issue # 5 – Exponential IssuesEach issue is compounded with every separate LOB applications

Business IP

Application & Database

Services

Physical Environment & Resources

User Experience

1 2 3 4 5 6

Line of Business Context / IP Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Most large organizations have hundreds of LOB applications


Application Stack

User Experience



Resources

Issue # 5 – Exponential IssuesEach issue is compounded with every separate LOB applications

Business IP


Services


User Experience

1 2 3 4 5 6

Line of Business

Context / IPBusiness IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

As a result, most large organizations have very low business agility

Inconsistent user experiencesHigh training costs. Low usage

Duplication of application and data servicesHigh costs to deploy, change and maintain

Duplication of infrastructure and resourcesHigh resource costs. High effort to maintain

Incomplete and limited business IPHigh cost to business. Low impact to business success

A BETTER WAYBridging the gapShift Towards Application PlatformsxRM DefinedRelational LOB Applications DefinedxRM Applications FitThe Power of Choice


Bridging the GapA better way to accelerate application development

Development Tools

Development Frameworks

Packaged Applications

Build Buy

Application Platform

Lower total cost of ownership

(TCO)

Rapidly innovate and grow your

business


The Shift Toward Application PlatformsMany organizations are embracing application platforms

“Many Organizations Embrace Converged Application Platforms, But Adoption Barriers Remain”, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, October 2007; http://download.microsoft.com/download/b/3/5/b3561c68-e641-4137-abdd-df09ac51742c/Forrester Consulting - Application Platform Optimization Study 10-2007 - 2.pdf

Yes, it’s currently under way

41%

Yes,but no plan is in place

35% No 24%

Don’t know 0.5%

Forrester Research 2007

Organizations are converging what were once disparate, standalone applications and systems into an integrated, unified application platform.

Approximately 75 percent of IT leaders across 412 companies in North America, Europe, Asia-Pacific, and Latin America anticipate a shift toward application platforms

18


xRM Key Concepts DefinedRapidly develop relational business applications

Application Layer – xRM is a business application framework designed to accelerate the development of line-of-business (LOB) applications through flexible dynamic application services

Dynamic Application Services – Reusable application services that can be adapted and extended to create many unique applications

Multi-Tenant Architecture – Multi-tenancy allows organizations to build and run many LOB applications on a single framework

Microsoft Technology – xRM leverages familiar Microsoft technologies as building blocks, including Microsoft Office, Outlook, SQL Server, .NET and Windows


Relational LOB ApplicationsxRM’s Sweet Spot for Rapid Application Development

Used By

To Manage

Automates

Tracks

Provides

Baseline Definition (CRM) xRM

Marketing, Sales and Customer Service Teams

“Any” Team

Customer Relationships “Any” Relationship

Marketing, Sales and Service Business Processes

“Any” Relevant Process

Interactions, Activities, Tasks, and 360 History

Interactions, Activities, Tasks and 360 History of “X”

Customer-centric Analytics “X”-centric Analytics

X = AnyC = Customer

Integrates with

ERP applications ERP and CRM applications

xRM DESIGNOne Framework : Many ApplicationsDesigned for Business ContextDesigned for User ExperiencesDesigned for Application DeliveryDesigned for Shared Resources


Shared Application and Data Services

Vendor Management

Asset Management

Employee Management

Program Management

BUILD

many LOB applications

ON

a single framework

WITH

shared resources

One Framework : Many ApplicationsxRM accelerates the development of many LOB applications

Supplier Management

Property Management

Recruit Management

Project Management

Contractor Management

Fleet Management

Resource Management

Product Management

Partnership Management

Contract Management

Lifecycle Management

Constituent Management

Grant Management

Licensing Management

Legislation Management

Task / Activity Management

Shared Environments & Resources

Consistent and Complete User Experience


Application Stack

Users

Services

Resources

xRM Designed For Business ContextEnables business differentiation and impacts business success

Roles & Users

1 2 3 4 5 6

Line of Business

Context / IP

Access & Security

Data Capture & View

Process Automation

Capabilities & Features

Tracking & Reporting

Relational business application framework for many apps Consolidate legacy applications and build new as needed Designed to fit wide variety of business needs Deliver complete business solutions Change business applications to fit business needs


Application Stack

Services

Resources

xRM Designed for User ExperienceReduce training time and costs with consistent user experience

Business IP

Familiar and intuitive MS Office user interfaces Consistent user experiences and tools Access anywhere from any web browser Fully featured online and offline Personal and shared views, queries and analytics

User Experience

Office / Outlook

Common Features

Online / Offline

Multi-Lingual

Multiple Devices

Web / SharePoint


Application Stack

Resources

xRM Designed for Application DeliveryReduce time and costs to deliver and update applications

Business IP

Point & click application definition and portability Declarative data schema and relational design Business process automation and orchestration Dynamic web-services and data/metadata APIs High availability, performance and scalability

Application & Data Services

Users

Application Definition & Portability

Relational Data Design

Windows Workflow

Foundation

SOA / Web-services

Multi-tenant Multi-lingual

Multi-currency

Manageable &

Upgradable


Application Stack

xRM Designed for Shared ResourcesReduce costs and optimize IT efficiency and effectiveness

Business IP

Multi-tenant & multi-application business architecture Shared Microsoft technology stack for common skill sets Single user license for multiple xRM applications Shared servers, infrastructure and maintenance Shared pool of IT professionals and developers

Environment & Resources

Users

Services

Common Technology

Leverage Microsoft

Stack

Single License For

Multiple Apps

Shared Servers &

Environment

Shared IT Resources

(Pool)

Consistent Delivery Process

xRM Application Architecture Dynamic Application Services


xRM Dynamic Application ServicesReusable and adaptable

ууущщйццззййз

360O View

ууущщйццззййз

Microsoft Technologies

(Outlook, Office, SQL Server, .NET)

xRM Application Services rapidly adapt to fit your application requirements

Adaptable to fit the unique needs of every application

Range from simple to complex options

Comprehensive application development environment


xRM Foundational Technologies

Microsoft TechnologiesMaximize your existing technology investments & resources

xRM works like and with

familiar Microsoft

technologies

цззййз

Intuitive user tools increase user adoption & productivity

Standard tools optimizes IT resources and infrastructure

31


Powerful and intuitive point & click allows organizations to rapidly build entire applications

For technical and non-technical users

Enables lightning fast deployments and agile iterative design and feedback

Completely define each unique application through point & click

Less developers focused on building infrastructure

Point & Click CustomizationBuild your applications with nothing but a mouse

цззййз

Point & Click Customization Components Relational Data Schema Forms Designer & Navigation Feature Functionality Role-based Security

Business Logic Process Automation Reporting Application Configuration

32


Point & Click CustomizationsQuickly create customized user interfaces

Forms Designer– Customize Form Layout– IFrames– ISV extensions

Form Scripting - JScript– Field-level Events– Data value property to get / set

values – Methods to get client attributes /

state Navigation

– Custom navigation via SiteMap– Outlook menu extensions

цззййз33


xRM Ripple EffectChanges Dynamically Propagate To Application Services

The xRM Ripple Effect increases IT responsiveness to business requests, increases productivity and provides low TCO

Ripple Effect - “Create New Field” New field is dynamically made available to: Forms Designer (UI) Client-side Jscript Workflow Engine (triggers, data…) Advanced Find & Query Analytics Wizards (Workflow/Reporting) Offline Synchronization Web-Services (Data/Metadata API) Mail Merge Data Import, Mapping & Deduplication

цззййз34


Data Modeling ServicesSimple declarative modeling of complex business entities

цззййз

Data Modeling Components SQL Server automation Table creation (entities) Data Relationships (n:n) Referential Integrity Rules

Attribute definition & rules Metadata management Web-based schema tools No SQL required

Schema modeling and metadata definition accelerates creation

Every application is defined in metadata vs. in code

Export application definition and import into other servers

Metadata architecture simplifies upgrades

Publish changes on the fly

Applications built on xRM will inherit new capabilities as xRM evolves

35


User ExperienceConsistent user experiences across multiple LOB applications

цззййз

User Experience Components Microsoft Office Integration Microsoft Outlook Sync Standard Clients & Devices Common Navigation & SiteMap

User Functionality & Tools Offline Capabilities Language Packs Accessibility

Decrease training time and increase user adoption with a consistent user experience

Use the user experience that fits your users the best

Consistent navigation and tools across all applications

Productivity tools are optimized for users

Consistent user experience, even in offline mode (data, reports, workflow, custom)

36


xRM Foundational Capabilities

Prebuilt and reusable user functionality provides consistent experiences and standard productivity tools across all xRM applications

User ExperienceStandard user functionality comes in every xRM application

цззййз

Custom Views (Personal)

Outlook SynchronizationAdvanced Find & Query

Task & Activity Management

Issue TrackingScheduling Management

Smart Search

Interaction Management

Email Productivity Tools

Reporting Wizard (Personal)

User Queues

Workflow Wizard (Personal)

Presence Visibility

Event Management

Outbound Bulk EmailMail Merge

List Management

Knowledge Base

37


User ExperienceComplete Visibility and Actionable Guidance

цззййз

Improve insight and decision-making through a relevant 360 degree view in each xRM application

Example: Real Estate Development Management

Replace with ‘Anything’ being managed

Attributes(Profile / Details)

History(Interactions, Transactions)

Insight(Analysis,

Prediction)

Context(Processes, Relationships)

Actionable Guidance(Proactive, Reactive)

38


Security ServicesGranular security model for role-based access and controls

цззййз

Access & Security Components Active Directory Access Controls / Authentication VPN-less Accessible (SSL) Bulk User Management

Role Management Role-based Security Hierarchical Security Deep data controls

Simplify user administration with role-based access controls and data security logic

Rapidly add multiple users directly from Active Directory

Create role profiles and assign appropriate security access

Export and use security roles across all environments (Dev, Test, Staging, Production)

Control operations on all relevant custom entities

39


Empower every day users with easy reporting, visual insight and actionable analytics

Combine analytics with workflow for actionable intelligence

Minimize costs by leveraging existing Microsoft technology investments

Deliver business insight through familiar productivity tools

Bring analytics to the masses

Extensibility Components Microsoft SQL Server/SRS/SAS Microsoft Excel Report Creation Wizard Scheduled & Offline Reporting

Ad Hoc Analytics Dashboards / KPIs OLAP Predictive / Data Mining

Analytical ServicesEnsure data and insight consistency across all LOB applications

цззййз40


xRM VisualizationsDashboards and extensive visualization capabilities

цззййз

Citizen’s Issues Dashboard Recruit Compatibility Facility At-A-Glance

Recruiting Scorecard Employee At-A-Glance Asset Dashboard

41


Process Automation ServicesAutomate and orchestrate line-of-business processes

цззййз

Process Automation Components Windows Workflow Foundation Process Modeling & Design Workflow Wizard Workflow Stages

Workflow Triggers Workflow Logic Workflow Actions Workflow Tracking

Reduce costs and increase user productivity through optimized processes and procedures

Configure process models the way it fits your business

Capture and operationalize process best practices

Measure and improve business processes

Wizard makes it easy for end-users to create personal workflow

42


Windows Workflow FoundationCommon foundation for workflow

Windows Workflow Foundation provides a powerful workflow platform to tackle the most challenging automation tasks

Shared workflow engine across other Microsoft technologies (including SharePoint & BizTalk) for enhanced process federation

Business-level configuration environment for end-users

IT-level design environment for sophisticated users

43цззййз


Extensibility ServicesEmpowers IT to support many different business requirements

Rapidly and deeply create extensions to fit the unique needs of every application

Extension points throughout architecture

Leverages common development tools and resources

Enables reusability

Simplifies adding features through registration tool and ensures upgradeability

Extensibility Components Visual Studio Integration .NET Assemblies ASP.NET custom forms Client-side Jscript / ISV Add-ins

Server / Offline SDK Custom Workflow Actions Event Framework / Plug-ins Dynamic Registration

цззййз44


Event PipelineSupports both online and offline customizations

цззййз

Plug-ins are an example of how to developers can focus on building strategic business functionality, re-use it across many xRM applications in both online and offline mode and it is all upgradeable.

Allows for sophisticated business logic to be embedded

Assemblies run within core event pipeline

Plug-Ins can execute both online and offline for consistent use

Dynamic plug-in registration

45


Extensibility SpectrumExtend each xRM application to fit your unique needs

Simple Moderate ComplexSettings User Organization SecurityData Attributes Entities, Relationships Cross-DBProcesses Workflow .NET Assembly SDK, Plug-InsExperience Forms, Views Navigation, Reports Script, ControlsIntegration Data Import Wizard 1-way 2-way

цззййз

Examples of what you can build Custom ASPX Pages Feature Plug-ins Application extensions Server-side validation and rule

enforcement External Web Services Workflow Assemblies

46


Custom Web Portal Mobile Devices Silverlight / WPF

SharePoint Microsoft Office Word Composite UI

Extensible User ExperiencesExtend the UI to the environment that best fit your people

47цззййз


Integration ServicesRapidly innovate with a wide range of integration capabilities

• Composite Applications

• Integrated UI (sitemap, ISV)

• Low Cost & Maintenance

• Embedded

• Dynamically generated web-services

• Call outs with Parameters

• Get results back

• “Traditional” Approach

• Fully operational APIs (CRUD)

• Data API• Metadata API

• Full blown integration

• Pre-built connections with integration platforms (BizTalk)

цззййз

User Experience Related

Enterprise Mash-ups

Leverage logic from other apps

Business Logic

Data needs to be synchronized

Data Integration

Processes flows across applications

Process Integration

48


Architecture Services Support broad set of global business application needs

Multi-tenant Architecture Supports multiple isolated

applications (database instances) in a single framework

Administration across appsMulti-language 40+ available languages Right to left and UnicodeMulti-currency Base currency for roll-up Transactional currencies

цззййз

Benc

hmar

k

Work DepartmentsExample: ACME Procurement

Corporate DivisionsExample: ACME European Operations

Work TeamsExample: ACME Account Team

Organization-wideExample: ACME, Inc

49


Multi-tenant Controller

xRM Conceptual ArchitectureDesigned for flexibility and extensibility

Data Access

Metadata Data

Business Entity Components

Data Access Components

Synchronous Business Logic

Custom Synchronous Actions(.NET Assemblies)

Web Services

Role

-Base

d S

ecu

rity

Standard UI(Outlook, Web, Mobile)

Custom UI & Mash-Ups(ASP.NET, SharePoint, Silverlight/WPF)

IntegratedApplications

Reporting(Excel & SRS)

Workfl

ow

Custom Asynchronous Actions(.NET Assemblies)

цззййз

Cloud Server

50


Performance and Scalability Components Service grid architecture Deployment choice WAN performance optimization Load balance clustering

Enterprise Scalability & Performance Enterprise-class capabilities enable global deployments

Leverage Microsoft technologies to meet xRM scale, availability and performance requirements

Leverage Windows and SQL Server platform optimizations

Scale up and out across application and data tiers

24,000 Concurrent Users– Sub-second response times

– 1 million web requests / hour

– 1 billion rows in database Web farm clustering Exchange clustering SQL Server clustering SQL mirroring

цззййз

Benc

hmar

k

51


Management ServicesStreamline LOB application administration with xRM

Reduce administrative costs with tools that streamline and simplify operations Integrates with Microsoft

tools and heterogeneous environments

Full application portability streamlines ‘dev-test-staging-production’ release

Backwards compatibility Keep all xRM applications up

and running from one place Data management

цззййз

Management Components Portable Application Model Release Management Upgrade Management Job Monitoring & Controls

Data Management/De-dup Diagnostic Tools & Alerts Federated Updates MOM / System Center

52

EXTENDED PROCESS SCENARIOSSharePoint and xRM Have Complementary StrengthsSharePoint and xRM Have Complementary ApproachesBetter Together with Microsoft Technologies


SharePoint

xRM

Unstructured & Semi-structured

Data

Social Engagement & Collaboration

Information Evolution &

Storage

Informal Rules Enterprise Search

Across Teams & Domains

Structured Relational

Data

Interactions, Activities &

Tasks

Information Generation &

Analytics

Formalized Processes

Data Query & Filter

Within Teams & Domains

SharePoint and xRM are ComplementaryCombined strengths cover broad business needs


SharePoint

Manage / View

Access/SearchCollaborate

Internal Process

Audience(Business Units,

Departments, Teams)

External Process Audience(Internal Organization, External)

Unstructured & Semi-Structured Data(Information, Content, Documents, Lists)

Business Process Automation

Social Engagement

BroadcastPublish

Structured Relational

Data(5+ data tables with data relationships)

Act / Interact

Integrate & Extend(BCS, Web-Parts, Enterprise Search…)

SharePoint and xRM are ComplementaryEach enable different parts of process to different audiences

xRM


Unstructured Data

Broadcast & Publish

Business Process Automation

Relational Data

Breadth of Capabilities

External Process Audience

Access & Search

Query & Analyze

Internal Process Audience

AND

SharePoint

xRM

Microsoft TechnologiesComplementary strengths for extended process scenarios

Feature Gaps

Usability & Productivity Gaps

.NET OfficeExtensions Familiarity / Usability

xRM VALUE PROPOSITION


Timeframe

Packaged Application(OOB for one business need)

xRM(OOB for many business needs)

Various Technologies(Inconsistent)

Research, Identify, Buy Save time upfront (months)

TechnologyBuilding Blocks

Application Services

Business Context / IP

Solution

Pre-Built Business IP

Configure (each app different & usually limited

Customize(non upgradeable)

Deploy & Train

PartialChange business to fit application

Microsoft Technologies(Consistent)

Point & Click Customizations(Comprehensive.

Fully upgradeable)

DeployConsistent Office UI

across all apps Extend

Months/Years Weeks/Months

Fit to Business Need

Buying Process

Fit Business

Roll-Out

xRM Accelerates Buy ProcessReduce duplication of time, resources, and applications


xRM Accelerates Build ProcessReduce time building infrastructure and focus on capabilities

Microsoft Application Platform(Windows, .NET, SQL Server, SharePoint)

TechnologyBuilding Blocks

Application Services

Business Context / IP

Custom Develop

Custom Develop ExtendIntegrate

Solution

Months/Years Weeks/Months Timeframe

Test, Deploy, Release, and Train

ReleaseCycle

Test & Deploy

Costs too much $$. Requires trade-offs

Little testing, release and training required

xRM Framework(Dynamic

Application Services)

Point & ClickCustomizations

Complete Solution(Built iteratively)

Partial


Approach

Business IP & Application

Services

Solution

Timeframe

ReleaseCycle

xRM Accelerates Business AgilityRapidly change to meet changing business needs

Most changes can be made without a release

xRMBuildBuy

Ripple EffectRelated application

services automatically change

Point & Click

Extensive

Hours / Days

Development to Make Changes Development to

Make Changes

Configuration(as available)

Test & Deploy

Partial Limited

Test & Deploy

Weeks/ Months Weeks / Months


Usability through Microsoft Office/Outlook

Flexibility through Dynamic Application Services

Choice through various delivery and usage options

Productivity through point & click and Microsoft

Fits people, business, environment and budget

Enterprise-class scalability, availability and performance

xRM Delivers BenefitsxRM provides both innovation and operational benefits


Deliver rapid innovation

& agility

Develop flexible business

applications

Drive efficient & effective IT

Demonstrate business success

xRM Enables SuccessxRM delivers business success through 4 D’s of Differentiated IT

Differentiated IT

xRM

62


Get The Best of Both WorldsGet Speed, Fit and Business Agility at a Lower Cost

Delivery Speed

Business Fit

Time to Value

Business Agility

• xRM• Buy• Build

High

Low

CUSTOMER xRM SCENARIOSKey DriversOne Framework : Many Applications


Develop new applications with a powerful and flexible, framework to support many different business needs

xRM

xRM Framework DriversKey enterprise justification scenarios

Multinational Enterprise

Deployments

Rapid Innovation

Across Many Business

Areas

Legacy System & Shadow

Application Migration/

Replacement

Surround Deployments

Business agility is a strategic

differentiator

Support business units across the globe with either on-premise or on-demand deployments

Rapidly migrate and retired legacy and shadow applications to a single supported framework

Deliver quick deployment value by overlaying flexible xRM UI on legacy applications and migrating over time

Business enablement and application agility is a critical strategic differentiator for the business

65


One Framework : Many ApplicationsxRM enables wide variety of applications and process automation

Vendor Management - Certification process, purchasing process, compliance process…

Employee Management - New employee process, benefits enrollment process…

Prospect Management - Resume submission process, screening and scheduling processes…

Project Management - RFP process, new project kick-off process, status update process…

Broadcasting Program Management - Script creation process, negotiation process…

Notifiable Disease Management - Outbreak tracking process, testing process, alert process…

Environmental Legislation Management - Enquiry process, compliance reporting process…

Animal Management - Lifecycle process, pairing process, check-up process, retirement…

Conservation Contract Management - Contract selection process, contract maintenance…

Grant Management - RFG process, proposal evaluation process, grant tracking process…


Microsoft | xRM

Call Center / 311 Constituent Management Contact Management Grant Management Defense Task Management Personnel Management Contract Management Legal Case Management Investigation Management Permitting & Licensing Student Information Systems (SIS) Recruiting Management Health & Human Services Case

Management

One Framework : Many ApplicationsxRM applications deployed worldwide in Public Sector


Microsoft | xRM

Citizen Services Portal Conservation Management Citizen Case Management

CSP Tracking Agriculture Management Disaster Management

One Framework : Many ApplicationsScreenshots of xRM applications in government


One Framework : Many ApplicationsMany different xRM applications being used at ING

Corporate Presentation Real Estate Development Real Estate Investment

Management Real Estate Finance Vendor Management

(2,500+ users) More in the plan…

“We were finished building our Real Estate Development application in only 3 weeks!”


One framework: Many ApplicationsxRM gives ECLA Pensions a central employee hub with 12 apps

10 xRM applications (size of diagram = complexity)

+ 2 CRM applications (Marketing + Service)

Everything integrates into xRM hub

Reduced administrative processing time by 50%

Reduced printing/mailing by $250,000

- Reduced administrative processing time per opening by

xRM


Microsoft | xRM

Certification Management Legal Case Management Employee Management

Logistics & Task Management Dealer Management Asset / Fleet Management

One Framework : Many ApplicationsScreenshots of a variety of xRM applications

CUSTOMER SUMMARY ROI


Customer ROITangible xRM benefits

• Replacing 70 applications

• Reducing application development staff from 20 contractors to 8 contractors

• Expected savings over $8M over five years

• Reduced enrollment process from 30-40 days to 2-3 days

• Connects H&R employees, employers, hospitals, and schools with state agencies

• Reduced data cycle from 6 weeks to less than 24 hours

• Eliminated over 40 custom LOB applications (Lotus Notes)

• Consolidating additional 120 LOB applications in less than 1 year

• Single repository so that all users access the most current data

• Elimination of multiple manual entries on paper, in spreadsheets or in redundant databases will reduce the entry errors

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ency

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Customer ROITangible xRM benefits

• Increase in closed business deals

• Live with hosted solution within 5 days

• Accelerated deployment by 6 months

• Improving “First Call” Resolution Rates to 80%

• Increasing Call Capacity by 100%

• Increasing Electronic Tax Collections by 500%

• Improved productivity by automating manual processes

• Better track information derived from multiple communication channels

• Saves more than 1,250 hours of labor each year by automatically transferring dealer configurations to quotes

• Reduced overhead and improved experience as orders are filled more quickly and more accurately

Dea

ler

Man

agem

ent

Citiz

en

Man

agem

ent

Cont

ract

or

Man

agem

ent

Prop

erty

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t

CUSTOMER CASE STUDIESEmployee RecruitmentBroadcast ManagementEmployee ManagementDisease ManagementEnvironmental Services ManagementAnimal Services Managmenet


Employee RecruitmentCandidates and employers benefiting from xRM

Maintain competitive edge in a competitive market place Get candidates to clients faster Be simple to use Better manage ongoing relationships Understanding the performance of the business

xRM framework used to provide application framework Strong model handles many to many relationship requirements Independent Software Vendor develops industry/business specific

functionality Leverage Microsoft Outlook as user interface

Increased consultant productivity – see more clients Gives employees a single view of vacancies and candidate data to better

understand customer needs and trends Higher efficiency and productivity

SOLUTION

BENEFIT

SITUATION


Broadcast ManagementBroadcasting company benefiting from xRM

Create, update and negotiate scripts for on air broadcasting Send scripts to clients Different user groups in the organization performing different roles Countrywide system

xRM used as an application framework Enhanced Workflow to generate PDF scripts and attach to outgoing email to

account Customization to allow rich text editing for scripts

Standardization of processes Enhanced control and visibility of script creation “Driving efficiency through the production process using leading edge

technology.”

SOLUTION

BENEFIT

SITUATION


Employee Management Financial Services Company Benefiting From xRM

Manage employee relationships Payroll and Human Resource functionality Global requirement Integration required to MS Office and other business applications Improve employee and manager communications xRM framework provides application framework ERMLive delivers specific requirements for payroll and HRIS Simple customisation delivers specific customer requirements reducing

development time Web Services provides integration points to finance and operational applications Resides in Microsoft Outlook providing single tool for management and

communication Full workflow automates processes from recruitment through to performance

management Lower cost of ownership Standard user interface drives higher user uptake Reduced development time and still provide exact match to requirement Compliance with company processes and human resource strategy using workflow

SOLUTION

BENEFIT

SITUATION


Disease ManagementHealth Management company benefiting from xRM

Track and manage cases or outbreaks of Notifiable Diseases Track all contacts associated with outbreak Manage obligations around testing and reporting Integrate to patient management systems Track staff related to outbreak

xRM used to provide base framework Partner develops data models Workflow to manage business processes Integration using BizTalk and web services

Replacement of paper based processes Enhanced control and visibility of Notifiable Disease management Process efficiency gains

SOLUTION

BENEFIT

SITUATION


Environmental Services ManagementEnvironmental Services Company benefiting from xRM

Manage application, contact and enquiry process under the Hazardous Substances and New Organisms Act

Support Legislation, Compliance and Government Reporting Connect internal and external stakeholders

xRM framework provides application framework xRM, SharePoint, InfoPath and Office systems integrated Leverage Microsoft Outlook as user interface

Replacing a number of aging bespoke systems over time Putting a system in place that in house staff can manage Significant processing efficiencies Enhanced compliance with legislation

SOLUTION

BENEFIT

SITUATION


Animal Services ManagementRoyal New Zealand Foundation for the Blind benefiting from xRM

Managing animal lifecycle– Breeding program, Training & examinations– Selection and pairing with visually impaired– Retirement

Multiple view of interactions with Guide Dogs– Breeders, Vets, Puppy Walkers, Trainers– Visually Impaired

xRM framework provides application framework Workflow drives animal lifecycle process Manages end-to-end

Streamline processes Replacement of 7 disparate and aging databases and tools Increased visibility of interaction and relationship with animal and stakeholders

SOLUTION

BENEFIT

SITUATION

© 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after

the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Accelerate Business Success With xRM xRM Paul Mare CRM Architect [email protected].

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Transcript of Accelerate Business Success With xRM xRM Paul Mare CRM Architect [email protected].