Driving Sustained Growth in Industrial Equipment Manufacturing Solutions for Profitable Innovation,...
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Driving Sustained Growth in Industrial Equipment ManufacturingSolutions for Profitable Innovation, Cost Reduction, and Service Excellence
•Name•Title
•Company
IEM Market Challenges Worldwide
Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,
October 2009
Complexity Changing Workforce Innovation
Revenues and Profit
After-MarketService
Collaboration
Emerging Economies
Primary Business Challenges
Profitable Innovation
Service Excellence
CostReduction
Complex supply and distribution channels
Service and maintenance efficiency
Insight into services costs and profitability over long product life
cycle
Customer and partner satisfaction and loyalty
Efficient and consistent sales
and service operations
Changing workforce
Collaboration between sales and
engineering
Centralized pricing, configuration, and
component information
Accurate, timely sales quotes
Sustained brand equity
“IEM purchases are capital-intensive, and the ownership life cycle is longer than with many other types of products. Keeping customers satisfied throughout that extended life cycle is critical to achieving brand loyalty—because devoted customers bring with them an ongoing revenue stream for parts, service, and additional products.”
―Joe Barkai, Practice Director, Product Lifecycle Strategies,
IDC Manufacturing Insights
Comprehensive Customer Knowledge Bolsters Loyalty
Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,
October 2009
Microsoft Dynamics® CRM Helps Drive Stronger Return on Relationships
“With discerning customers and increased pressure from low-cost competitors, industrial equipment and machinery manufacturers must focus on profitable innovation and deep customer knowledge throughout the value chain. To drive true product differentiation, innovation must stem from strong collaboration between Engineering, Sales, and Marketing.”
―Joe Barkai, Practice Director, Product Lifecycle Strategies,
IDC Manufacturing Insights
Profitable Innovation Requires Strong Collaboration
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,
October 2009
Challenge: Profitable Innovation
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Support better collaboration between sales and engineering.
Improve communications and collaboration across complex supply and distribution channels.
Connect people to information with secure, centralized access.
Reduce the risks of a changing workforce.
Microsoft Solutions Help Drive Profitable Innovation
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Improve collaboration and speed to market
Speed time to
market with visibility
Improve communication
with integrated
systems
Connect your people and systems
Efficiently manage a growing
number of relationships
Collaborate globally on new and existing designs
HVAC Manufacturer Improves Collaboration, Innovation
Challenge
ResultsSolution
”We found that Microsoft Dynamics® CRM Online would support our internal business processes and support the business processes of our external sales representatives…. Distributors, contractors, and even homeowners can enter data.”
Unico’s sales process involves several different companies, and Unico lacked visibility into how and where sales representatives were selling its products, as well as into the status of fulfilling the order across the value chain (suppliers, manufacturing floor, distributor, customer).
Microsoft Dynamics®
CRM, installed and customized by a Microsoft Certified Partner, provided the company a more complete view of its sales processes with more accurate, up-to-date information from sales representatives, distributors, contractors, and customers.
• Improved collaboration
• Increased stakeholder participation
• Reduced costs • Better-targeted
marketing
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
“Industrial equipment manufacturers are under similar capital constraints as their customers. As such, the revenue growth they pursue must represent profitable growth. The cost of sales must be minimized by having streamlined processes and good visibility to performance information.”
―Joe Barkai, Practice Director, Product Lifecycle Strategies,
IDC Manufacturing Insights
Reducing Costs of Sales Is Vital to Profitable Growth
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,
October 2009
Challenge: Cost Reduction
Improve sales quote speed and accuracy.
Centralize pricing, configuration, and component information.
Achieve efficient and consistent sales and service operations.
Connect systems, driving adoption of new processes/tools.
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Microsoft Solutions Help Reduce Cost of SalesImprove sales/service operations and
gain visibility into customer information
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Use automatic configurations
based on actuals and
real-time data
Share new and existing specs and
requirements
Accelerate quote
process and sales
cycle
Centralize customer, supplier,
and distributor
records
Provide real-time data to
suppliers, sourcers,
and production
Forklift Manufacturer Reduces Sales andService Costs
Challenge
ResultsSolution
“Previously we spent much of our time fixing bugs and managing ad-hoc requests. Using xRM [in Microsoft Dynamics® CRM] has reduced our development costs by 60 percent.”
MCFE sought to improve its configuration application. MCFE also had a dealer-facing configuration system, but found it unstable and difficult to manage. In addition, its IT team spent valuable time on implementing individual requests.
MCFE used Microsoft Dynamics® CRM and deployed dealer-facing portals to streamline configuration and other processes, reducing the time, costs, and inaccuracies of previous systems and processes. And IT reduced time spent on customizations from 35 to 10 days.
• Increased employee productivity
• Reduced customization time—50 percent
• Reduced development costs—60 percent
• Shortened order processing time
• Realized high user adoption due to ease
of usePROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
“In an industry where equipment uptime and productivity are paramount, top-notch service is expected (and demanded) as a way for equipment owners to maintain productivity levels and reduce cost of ownership.”
―Joe Barkai, Practice Director, Product Lifecycle Strategies,
IDC Manufacturing Insights
Industrial Equipment Customers Demand Service Excellence
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,
October 2009
Challenge: Service ExcellenceStrengthen customer and partner loyalty.
Improve service offerings and efficiency.
Gain insight into service costs and profitability.
Ensure the quality and maintenance of equipment in the field.
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Microsoft Solutions Help Drive Service Excellence
Build customer and partner loyalty
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Differentiate your brand
with exceptional
service
Ensure regular
maintenance and prompt
service on equipment
Identify and
prioritize your most profitable customers
Improve customer
and partner satisfaction
with low-cost self service
Speed service on
maintenance and
repairs in the field
with mobile access
Challenge
ResultsSolution
Forklift Manufacturer Improves Customer Service
”We have been able to reduce the amount of time we spend on service calls by an average of 80 percent per call…. Due to Microsoft Dynamics®
CRM, we are able to hold on to this high efficiency service level.”
MCFE had no system for managing service calls from dealers. Calls, e-mails, and faxes were received in several locations, and each customer service center used its own methods for resolving and tracking issues.
MCFE selected Microsoft Dynamics® CRM to track all customer service requests and resolutions.
• Created a knowledge base for managing customer service
• Improved customer service effectiveness
PROFITABLE INNOVATION
COSTREDUCTION
SERVICE EXCELLENCE
Business Benefits
Deliver service excellence to drive loyalty
Drive profitable innovation with
better collaboration
Improve sales process efficiency and reduce costs
Build and maintain brand equity
Reduce IT costs with a flexible platform
Align your existing business and technology architecture
Technology Benefits
Scalable technology that “future proofs” your investment
Existing infrastructure investment helps you optimize what you
have
Flexible deployment options let you choose on-demand
or on-premises
Consolidation of
different systems
across your enterprise
Higher user adoption
and reduced IT risk and overhead
Business Process and Intelligence + CRM
Make the right information available throughout the business process with
easy access to role-specific BI.
Communication + Collaboration• Keep coworkers, partners, and customers in sync.
• Provide collaborative workspaces.• Unify communications.
Aspire to Flawless Sales Executionwith Microsoft Solutions
Manageability and SecurityMake it easy to manage and deploy around the globe.
Office Business PlatformMake it simple to provide rich client and Web-based business applications.
Enterprise Content Management + CRM
• Author, manage, and organize complex content.• Provide customer and partner extranets.• Implement enterprise-wide search.
Improve Productivity with Microsoft Dynamics® CRM