Dynamics Day 2016: CRM Field Service and Project Service
-
Upload
intergen -
Category
Technology
-
view
332 -
download
3
Transcript of Dynamics Day 2016: CRM Field Service and Project Service
![Page 1: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/1.jpg)
![Page 2: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/2.jpg)
BLANK PAGE HEADINGCUSTOMER ENGAGEMENT IN A SERVICE ECONOMY
![Page 3: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/3.jpg)
Objectives of this session• Understand the
benefits of customer engagement in a service economy
• Understand where Microsoft fits within this economy
• High level view of what the immediate future looks like
![Page 4: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/4.jpg)
of consumers use web or mobile self-service to find
answers 1
84%
12%Decline in First Call
Resolution since 2009 2
27%Average annual call
centre agent turnover rate 3
1. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 20162. 2014 Dimension Data Global Contact Center Benchmarking Report3. The US Contact Center Decision-Makers’ Guide 20144. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016
73%of customers Say valuing
their time is the most important element of good
service 4
Amazing service means every interaction matters
![Page 5: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/5.jpg)
In the pastFocus on selling products and services separately
“One and done” selling
Majority of work done through company employees
Primarily human interactions
Service economyFocus on selling products, services, and outcomes
Customer lifetime value is everything
“Uberisation” as a concept starting to permeate everything
IoT interactions becoming important
Service delivery platform
Customer engagement in a service economy
![Page 6: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/6.jpg)
Service Delivery Platform
Customer engagement in a service economy
Current situation Disparate system but growing interdependence
Suboptimal resource allocation
Redundant IT costs and higher integration costs
Service delivery foundationOne familiar user experience
Shared resource allocation model leading to higher utilisation
Modules built on common platform foundation leading to lower costs
Service delivery platform
![Page 7: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/7.jpg)
MicrosoftDynamics 365
SalesCustomer
Service
OperationsField Service
Marketing
Common application platform: PowerApps, Microsoft Flow, Common Data Model
Microsoft AppSource
Dynamics 365Intelligent business applications in the cloud
Azure IoT Suite
Power BI
Cortana Intelligence
Suite
Project ServiceAutomation
![Page 8: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/8.jpg)
Smart onsite careMicrosoft Dynamics 365 for Field Service
![Page 9: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/9.jpg)
Improve satisfactionand productivity
of customers say valuing their time is the most important thing a company can do to provide good service.1
73%
of incoming service requests require field visits and of those service visits,2
require secondary or follow-up visits.2
26%
65%
1. Forrester Research’s Trends 2016: The Future Of Customer Service2. Source: Field service automation trends: Best-in-Class - Aberdeen Group,
Dec,2015
![Page 10: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/10.jpg)
Key challenge: how do you both?Before
Improve customer satisfactionOrImprove productivity
Today
Improve customer satisfactionAndImprove productivity
Digital transformati
on
![Page 11: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/11.jpg)
What’s top of mind for service leaders
Customer first
Connected interactions
Empower organizations
![Page 12: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/12.jpg)
Microsoft Dynamics 365 for Field Service
Mobile
Connected field service
Service agreements
Inventory management
Customer-centric
experienceSchedule &
dispatch
Customers
Technicians
Operations
![Page 13: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/13.jpg)
Lets take a look at Field Service
One central place to manage my jobs, contract or one off• Easy to see the jobs that need to be
scheduled• Can optimise my field • Field technician can easily manage
the job• Productivity improvements
![Page 14: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/14.jpg)
![Page 15: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/15.jpg)
Profit from your projectsMicrosoft Dynamics 365 for Project Service Automation
![Page 16: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/16.jpg)
Complex Service Industrychallenges
1. Figure 22. Figure 43. Figure 21
Decrease in new client growth over the last 3 years 19%
Increase in employee attrition over the last 3 years 26%
Decrease in billable employees
in the last year 3
5% SPI Research analysis for Microsoft based on 2016 Professional Services Maturity™ Benchmark study data for 257 organizations with over 100 employees and an average size of 1,315 employees.
![Page 17: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/17.jpg)
0%
20%
40%
60%
80%
100%
57%
80%90%
41%45%
68% 72%
30%
Top 20% of organizations has implemented structured business processes and utilize integrated information systems to assure there is “one view of the business.”
Top 20% Other 80%
Process maturity drives business performance
![Page 18: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/18.jpg)
What’s top of mind for service delivery leaders
Deepen engagement
Empower teams
Optimize growth
![Page 19: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/19.jpg)
Dynamics 365 for Project Service Automation
Service analytics
Team collaboration
Opportunity management
Project planning
Time and expenses
$
Customer billing
€
Resource management
![Page 20: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/20.jpg)
Lets take a look at Project Service
Maintain the customer relationship and interactions• Manage my resources based on
skills• Create and manage my project
tasks• Connectivity from Sales to Delivery• One place to manage all customer
interactions• One calendar for all my activity
![Page 21: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/21.jpg)
![Page 22: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/22.jpg)
Care everywhereMicrosoft Dynamics 365 for Customer Service
![Page 23: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/23.jpg)
United States
United Kingdom
Brazil Japan0%
20%
40%
60%
80%
100% 98% 97% 100%93%
2% 3% 0%7%
How important is customer service in choice of or loyalty to a brand?
Very or Somewhat Important
Not Important
Your new best friend
![Page 24: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/24.jpg)
What’s top of mind for service leaders
Earn loyalty
Empower agents
Stay agile
![Page 25: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/25.jpg)
Dynamics 365 for Customer Service
?
Self-service & communities
Omni-channel
Knowledge
Agent enablement
Service intelligence
CustomerAgent
![Page 26: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/26.jpg)
Portals
Easy to do business with• Self serve for Customers, partners, Employees, Knowledge
• Quick to set-up• Easy to personalize• Enabled for CRM data
![Page 27: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/27.jpg)
Microsoft Dynamics 365What’s coming in November 2016
![Page 28: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/28.jpg)
What’s new in Field ServiceConnected Field ServiceDetect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary.
Resource Scheduling Optimization Automatically Schedule work to the most appropriate resources while optimizing to fit in the most appointments per day.
Scheduling Unification Schedule individuals, teams, or equipment for any type of appointment including in-house, onsite, or remote.
Customer Communications Outbound text and phone capabilities provide automated reminders and updates to customers while an online portal allows customers full visibility into all service interactions.
Empowered Maps Dispatchers view technician’s daily turn-by-turn routes to easily add nearby appointments, and understand upcoming traffic constraints, while organizations can choose any backend GIS provider.
![Page 29: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/29.jpg)
Microsoft project (client) integrationManage projects more effectively by augmenting the project economics and planning details in PSA with robust project management in MS Project.
Exchange booking integrationImprove employee productivity through ease of tracking and managing all project and non-project related schedules on their device or app of choice.
Unified contracts and billing with Field ServiceSimplify customer experience through integrated end-to-end service delivery management and streamlined forecast to actuals reconciliation.
Collaborative portalsEmpower customers and partners by providing timely visibility to sales, resourcing, delivery and billing in self-serve capacity.
What’s new in Project Service Automation
![Page 30: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/30.jpg)
Advanced service analyticsSolve cases faster using topic analysis and machine learning scenarios that surface relevant knowledge articles and related cases.
Customer InsightsImprove service outcomes with big data insights and visualizations that dynamically update customer records via embeddable widgets
Business process and configuration wizardAdjust to new business requirements and gain optimization insights with ease using the visual process designer and configuration wizard.
Learning Path and GamificationSpeed onboarding with improved search, role-tailored guidance and custom learning scenarios. Reward optimal behaviors to improve performance and increase productivity.
What’s new in Customer Service
![Page 31: Dynamics Day 2016: CRM Field Service and Project Service](https://reader035.fdocuments.us/reader035/viewer/2022062412/58739c9a1a28ab85438b6bbd/html5/thumbnails/31.jpg)