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  • PowerObjects Service Innovation Series Field Service and CRM – A Dynamic Pair!

    Dan Cefaratti Field Service Practice Director

    Bill Kern Solution Architect

  • PowerObjects: Agenda

    About PowerObjects, an HCL Company

    Field Service: Drivers for Change

    Solution Overview

    Benefits

    Demonstration

    Discussion

  • Field Service: Drivers for Change

    • Increase Service Revenue x% or $ Over a Period of Time

    • Reduce Costs x% or $ Over a Period of Time

    • Increase Employee Productivity

    • Increase Customer Satisfaction / NPS

    • Increase Employee and Partner Satisfaction

    • Adhere to Regulatory Compliance

    Provide Timely and Effective

    Communications

    Improve First Time Fix Rate

    Grow Service Revenue and

    Sales

    Eyes to the Future:

    “Internet of Things” with

    connected Machines

  • PowerObjects: Why PowerObjects

    Satya Nadella CEO Microsoft

    1,175 Active Microsoft Dynamics CRM Customers

    300 + Onshore / 50 + Offshore Microsoft Dynamics CRM Resources

    50 + Offshore Microsoft Dynamics CRM Resources (Chennai, India)

    Largest Dedicated Microsoft Dynamics CRM Support Desk

    250,000 PowerPack Users Worldwide

  • PowerObjects: Our Practices

    #1 Growth Heavy Investments Expansion Delivery Center

    Customer Care Field Service Project Service

    Engineered Assets & Accelerators

    Educational & Training Curriculum

    Microsoft Product Team Alignment

    Webinars & Events

    Delivery Onboarding

  • PowerObjects: Alignment with Microsoft

    PowerObjects: Microsoft Alignment

    PowerObjects is a Top Microsoft Dynamics CRM partner and

    we work very closely with the Microsoft Services Product Team’s

    in both Redmond, WA and the Delivery Center in India, in addition

    to the GM of Worldwide Incubation for Microsoft.

    We have helped Microsoft build assets & accelerators for

    the product, including the Skype integration, and our offshore

    team does core development on the product with the

    Redmond and India product teams.

    PowerObjects collaborates with the Microsoft Product Team on

    a weekly basis for touchpoints on various projects, new ideas

    and innovation, and help think through sequencing and

    prioritization of functionality and solutions for future releases.

  • Microsoft Dynamics CRM: Changing the CRM Landscape

    • Salesforce Automation

    • Lead Management

    • Opportunity Management

    • Sales Forecasting

    • Reporting

    • Sales Analytics • Campaigns • Web Forms • Surveys • Social • Nurture • Marketing

    Automation • Workflow

    • Project Management

    • Time & Expense

    • Resource Utilization

    • Resource Management

    • Billing • Project

    Profitability • Project

    Reporting • Project

    Analytics • Collaboration

    • Global Case Management

    • Omni-channel: Phone, Email, Chat, SMS/Text, Mobil, Portal to Case, Fax, Social Engagement, Field, IoT

    • Knowledge

    Management • Agent Desktop • Agent Scripting • Session

    Management • Inquiry Type

    Segmentation • Application

    Unification

    • Scheduling & Dispatch

    • Work Order Management

    • Asset Management

    • Operational Reporting

    • Analytics • Mobility

    • SLA’s • Knowledge Base • RMA / RTV • Warranty

    Tracking • Inventory

    Management • T & E • IoT

  • PowerObjects: Our Customers

    PowerObjects: Customer Service Clients

    Our core focus is Microsoft Dynamics CRM, and we handle everything from

    standard implementations to creating a complex line of business applications

    using CRM as an “xRM” platform. PowerObjects can offer you a solution that fits

    your organization, including Hosted CRM, On-Premise CRM, and xRM.

    We’ve spent over a decade honing our skills and approach to develop and

    deliver CRM solutions for our clients. Our approach is both unique and

    successful. With numerous successful CRM / xRM projects under our belt, we

    combine the right focus with the right people and the right processes to bring

    value to every organization we work with.

    Our Customer Service Experience

  • Mobile Technician Experience

    Service

    Agreements

    Scheduling &

    Optimization

    Parts &

    Logistics

    Asset

    Mgt.

    Analytics

    Knowledge

    Management

    Portals

    Work Orders

    Internet of Things

    Preventive

    Maintenance

    SharePoint Office 365 Social

    Engagement Azure Power BI ERP

    ?

    Dynamics CRM Field Service

  • Insert Customer Logo Here

    Dynamics CRM Service Innovation

  • Delivering Value Across the Enterprise

    EXC. Management Operations Management Mobile Resources IT Organization Customer

    • Rapid and on-demand configuration

    • Robust reporting and business intelligence

    • Revenue expansion and growth

    • Delivering productivity gains

    • State-of-the-art routing and scheduling

    • Advanced work process automation and reduces back office

    • Improved resource asset utilization

    • Increased Productivity

    • Enhanced coordination with dispatch

    • Electronic capture of all info, including signatures

    • Flexible deployment options with off- the-shelf functionality

    • Highly scalable software platform

    • Comprehensive integration with existing apps

    • Improved customer experience

    • Faster response and ticket closing

    • Better visibility and status information

    • Differentiator driving customer loyalty

  • Average Time to Repair

    16-20%

    Decrease

    13-17%

    Increase

    20-25%

    Increase

    15-20%

    Increase

    12-16%

    Decrease

    Customer Satisfaction Scores

    Productivity

    First Time Fix Rates

    Field Service Costs

    20-25%

    Increase

    Service Revenue

    Dynamics CRM Field Service Benefits

  • Our POV

    13

    Demo

  • Field Services Presentation

  • Methods to Schedule, Assign, and Dispatch

    Immediate Dispatch (Rules Based)

    Manual Assignment (Queue or Preferred Providers)

    Interactive Assignment Schedule Board

    Automated Routing Engine

    ATC Coordinators Notify Technician or Partner/ Distributor

  • Service Management Lifecycle

    • Warranty • Service Contract • PM Schedules • Product History • Configuration

    • Contact Center and USD • CTI • Knowledgebase • Customer Portal • Chat

    • Call Center • Escalations • Scheduling • Optimization • Dispatch

    • Calendar • T&M • Inventory • Mobile • Offline

    Business Process Driven Service Flow Case Management, Break/Fix, PM, Depot Repair, etc.

    Technician

    Debrief

    Work Order

    Management

    Case

    Management

    Installed

    Base

  • Mobile

  • Copyright © 2016 HCL Technologies Limited | www.hcltech.com

    Discussion

    Dan Cefaratti dan.cefaratti@hcl-powerobjects.com

    Bill Kern Bill.kern@hcl-powerojbects.com