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Transcript of Riding the wave towards customer centricity aziz amirali 3_p
Confidential
March 25 2011
Singapore
Slide 1
Riding the Wave towards Customer Centricity
Confidential Confidential
SHIFT IN STRATEGIC MINDSET
Source: IBM, Inside the Midmarket: A 2011 Perspective
Source: Microsoft
Too much on Infra+Maintenance
Not enough on developing New Capabilities
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CLOUD SERVICES
Slide 3
Next Wave
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WHY FOCUS ON RELATIONSHIP?
Riding on the Wave towards Customers Centricity
Relationship – Central to Your Business
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WHAT IS R-WAVE?
It’s an offering from 3P Solutions.
Everything you need to get Relationship Mgmt going..
• Software
• Microsoft Dynamics CRM2011 Online
• Hardware
• Hosted by Microsoft with DC in Singapore
• Services
• Solution Focus (not generic)
• Guided Implementation Framework for Rapid Time to Value (incorporating Best Practices from 3P Solutions)
• Data Migration
• End-User Training
• Unlimited Support
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R-WAVE – SOLUTIONS / EDITIONS
Company and Contact
Activities Mgt Target Marketing
Segmentation -------
Customer Profiling
Company and Contact
Activities Mgt Lead Qualification Opportunity Mgt Competitor Mgt
------
Company and Contact
Activities Mgt Case Creation
Case Assignment & Routing
--------
Company and Contact
Activities Mgt Job Creation Technical & resource mgt
Job Assignment & Routing --------
Company and Contact
Activities Mgt Target Marketing
Web form ---------
Esse
nti
als
Sales Force Automation
Feedback Management
Resource Scheduling
Outreach
Options Mobile Access
SMS notifications Survey
------------- -------------
Options Mobile Access
SMS notifications Product & Pricing
Quotation Approval
--------------
Options Mobile Access
SMS notifications Approval Survey
------------- -------------
Options Mobile Access
SMS notifications Approval Survey
------------- -------------
Options Mobile Access
SMS notifications Approval
-------------
Ad
va
nce
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GUIDED IMPLEMENTATION FRAMEWORK
• Specific to each solution
• Systematic and complete guide to cover design and configuration considerations
• Enhance Time to Value
• Serve as documentation guide and operating procedure reference
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GUIDED IMPLEMENTATION FRAMEWORK
Predefined Business Process Focus with clear workflow and description
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GUIDED IMPLEMENTATION FRAMEWORK
• Screen shots and full
details documented
• Flexibility in making
changes specific to
each customer’s need
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WHY R-WAVE?
Capabilities Benefits to You
User Friendly & Familiar Solutions
High User Adoption Improved Productivity
Best Practices from 3P Solutions with experience multiple customers’ implementations
Time to Value – Up and Running in 5 days Low Risk and Complexity Time and Cost Saving Quick Return-on-investment
Flexible, Reliable, Secure and Scalable Platform – Microsoft Cloud Services in Singapore
New economics – Pay per Use, Lower and Predictable Cost, CAPEX vs OPEX
Reduced Management – No Hardware and Software Maintenance
Improved Productivity – More Time to Focus on Core Competency, Access Anytime, Anywhere
Flexibility – Power of Choice
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1) Lead/Opportunity Management
2) Feedback Management
Slide 11
Product Demo
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DEMO – LEAD/OPPORTUNITY MANAGEMENT
• Prospect submits Enquiry using WebForm • Lead created in CRM
• Automated assignment to Telesales in CRM
• Automated email notification to Telesales
• Telesales qualifies Lead • Using Guided Script
• Manual assignment to Sales Exec
• Sales Exec manages Opportunity • Update Opportunity & Activities with Microsoft Outlook client
• Competitor Tracking in Opportunity and Win-Loss Analysis
• Sales Manager reviews Pipeline/Performance • Sales Performance View using Dashboard
• Sales Pipeline Analysis using SQL Reporting Services
• Business Analysis using Microsoft Excel Dynamics Pivoting
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PROSPECT SUBMITS ENQUIRY WEBFORM
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LEAD CREATED IN CRM (REAL-TIME)
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RULE-BASED ASSIGNMENT
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CONFIGURABLE WORKFLOW
Non-Technical
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AUTOMATED NOTIFICATIONS/INTERNAL
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CONFIGURABLE WORKFLOW
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DEMO – LEAD/OPPORTUNITY MANAGEMENT
• Prospect submits Enquiry using WebForm • Lead created in CRM
• Automated assignment to Telesales in CRM
• Automated email notification to Telesales
• Telesales qualifies Lead • Using Guided Script
• Manual assignment to Sales Exec
• Sales Exec manages Opportunity • Update Opportunity & Activities with Microsoft Outlook client
• Competitor Tracking in Opportunity and Win-Loss Analysis
• Sales Manager reviews Pipeline/Performance • Sales Performance View using Dashboard
• Sales Pipeline Analysis using SQL Reporting Services
• Business Analysis using Microsoft Excel Dynamics Pivoting
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TELESALES – QUALIFIES LEAD
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GUIDED DIALOG-1
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GUIDED DIALOG-2
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GUIDED DIALOG-3
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GUIDED DIALOG-4
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GUIDED DIALOG-5
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GUIDED DIALOG-6
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GUIDED DIALOG-7
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QUALIFY / DISQUALIFY LEAD
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MANUAL ASSIGNMENT TO SALES
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DEMO – LEAD/OPPORTUNITY MANAGEMENT
• Prospect submits Enquiry using WebForm
• Lead created in CRM
• Automated assignment to Telesales in CRM
• Automated email notification to Telesales
• Telesales qualifies Lead
• Using Guided Script
• Manual assignment to Sales Exec
• Sales Exec manages Opportunity
• Update Opportunity & Activities with Microsoft Outlook client
• Competitor Tracking in Opportunity and Win-Loss Analysis
• Sales Manager reviews Pipeline/Performance
• Sales Performance View using Dashboard
• Sales Pipeline Analysis using SQL Reporting Services
• Business Analysis using Microsoft Excel Dynamics Pivoting
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ACCESS CRM VIA INTERNET EXPLORER
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OPPORTUNITY
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ACCESSING CRM VIA OUTLOOK
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ACCESS CRM VIA IPAD
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UPDATE OPPORTUNITY IN IPAD
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COMPETITOR TRACKING
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OPPORTUNITY – WIN/LOST
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WIN-LOSS ANALYSIS
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DEMO – LEAD/OPPORTUNITY MANAGEMENT
• Prospect submits Enquiry using WebForm
• Lead created in CRM
• Automated assignment to Telesales in CRM
• Automated email notification to Telesales
• Telesales qualifies Lead
• Using Guided Script
• Manual assignment to Sales Exec
• Sales Exec manages Opportunity
• Update Opportunity & Activities with Microsoft Outlook client
• Competitor Tracking in Opportunity and Win-Loss Analysis
• Sales Manager reviews Pipeline/Performance
• Sales Performance View using Dashboard
• Sales Pipeline Analysis using SQL Reporting Services
• Business Analysis using Microsoft Excel Dynamics Pivoting
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DASHBOARD – OVERVIEW
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DASHBOARD – SALES PERFORMANCE
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DASHBOARD – USER CUSTOM
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SQL REPORTING SERVICES – PIPELINE
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BUSINESS ANALYSIS USING MS-EXCEL
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DEMO – FEEDBACK MANAGEMENT
• Public submits Feedback using iPad
• Feedback Case created in CRM
• Automated assignment to Queue
• Automated email acknowledgement to Customer
• CSR handles Feedback in Dynamics CRM
• Updates responses
• Escalation – Internal / External users
• Trigger Feedback Case Closure
• 2-Way communications via SMS
• Outgoing SMS to customer, and ask for rating of service
• Customer SMS reply with rating
• System update rating and close case in CRM
• Post Feedback Survey
• Outgoing email to customer, with URL link to webform
• View survey responses in CRM
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SUBMITS FEEDBACK USING IPAD
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FEEDBACK CREATED IN CRM
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AUTOMATED – ASSIGNED TO QUEUE
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EMAIL ACKNOWLEDGEMENT TO CUSTOMER
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CONFIGURABLE WORKFLOW
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DEMO – FEEDBACK MANAGEMENT
• Public submits Feedback using iPad • Feedback Case created in CRM
• Automated assignment to Queue
• Automated email acknowledgement to Customer
• CSR handles Feedback in Dynamics CRM • Updates responses
• Escalation – Internal / External users
• Trigger Feedback Case Closure
• 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service
• Customer SMS reply with rating
• System update rating and close case in CRM
• Post Feedback Survey • Outgoing email to customer, with URL link to webform
• View survey responses in CRM
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HANDLING / ESCALATION
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PARTNER PORTAL
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FLAG FOR CLOSURE
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DEMO – FEEDBACK MANAGEMENT
• Public submits Feedback using iPad • Feedback Case created in CRM
• Automated assignment to Queue
• Automated email acknowledgement to Customer
• CSR handles Feedback in Dynamics CRM • Updates responses
• Escalation – Internal / External users
• Trigger Feedback Case Closure
• 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service
• Customer SMS reply with rating
• System update rating and close case in CRM
• Post Feedback Survey • Outgoing email to customer, with URL link to webform
• View survey responses in CRM
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CLOSURE – OUTGOING SMS TO CUSTOMER
Gurmit Singh, please
be informed that the
reported feedback
has been addressed
and will be closed.
We would appreciate
your feedback on the
satisfaction level of
our customer service.
Reply to this SMS
with 3p1 to 3p5
(3p1-Satisfied, 3p5-
Dissatisfied).
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CUSTOMER REPLY SMS
3p2
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TRIGGERS AUTOMATED ACTIONS
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WORKFLOW RULE
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SMS INTEGRATION
SMS(Outbound)
SMS(Inbound)
WorkflowRule(s)
WorkflowRule(s)
3PSolutionsWeb Service API
1 2
RapidSMS(Gateway)
Web Service (Hosted by 3P Solutions)
Personnel
3
4
56
7
Rapid SMS (hosted by Inspire Tech)
Microsoft CRM Online (hosted by Microsoft)
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DEMO – FEEDBACK MANAGEMENT
• Public submits Feedback using iPad • Feedback Case created in CRM
• Automated assignment to Queue
• Automated email acknowledgement to Customer
• CSR handles Feedback in Dynamics CRM • Updates responses
• Escalation – Internal / External users
• Trigger Feedback Case Closure
• 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service
• Customer SMS reply with rating
• System update rating and close case in CRM
• Post Feedback Survey • Outgoing email to customer, with URL link to webform
• View survey responses in CRM
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OUTGOING EMAIL WITH URL LINK
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SURVEY WEBFORM-1
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SURVEY WEBFORM-2
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SURVEY WEBFORM-3
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SURVEY WEBFORM-4
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SURVEY WEBFORM-5
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SURVEY WEBFORM-6
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SURVEY WEBFORM-7
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SURVEY RESPONSES IN CRM
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SURVEY SETUP (BY USERS)
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SURVEY QUESTIONS (BY USERS)
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THANK YOU