Roberto Andreoli Dynamics CRM Marketing Manager

Microsoft

Roma, 16 Aprile 2010

La soluzione appl icat iva Microsoft Dynamics CRM per la creazione di Servizi ad alto contenuto Relazionale I l C u s t o m e r S e r v i c e d a C e n t r o d i C o s t o a C e n t r o d i P r o f i t t o

Annuncio

D y n a m i c s C R M c o n f e r m a t o L e a d e r n e l G a r t n e r M a g i c Q u a d r a n t p e r g l i s c e n a r i

d i C u s t o m e r S e r v i c e s

chi e’ Microsoft?

alcuni trend

F u s i o n e t r a s t r u m e n t i R e l a z i o n a l i e d i

P r o d u t t i v i t a ’ I n d i v i d u a l e

C o n s u m e r i z z a z i o n e e E n t e r p r i s e S o c i a l C R M

C l o u d C o m p u t i n g

S u p e r a r e i T r a d e - o f f t r a M a k e e B u y

alcuni pain

TEMPI PROGETTUALI BIBLICI INVESTIMENTI NON MIRATI E ELEVATI

MANCANZA DI AGILITA’ UTENTI DISPERATI

come risponde Microsoft Dynamics CRM?

Tempi progettuali biblici

• R i d u z i o n e t e m p i d i p e r s o n a l i z z a z i o n e d e l l a s o l u z i o n e

• S u p p o r t o a d u n a p p r o c c i o m o d u l a r e / a f a s i

Investimenti non mirati e elevati

• G l i i n v e s t i m e n t i I T s i f o c a l i z z a n o s o l o s u l l o s v i l u p p o d e l l a l o g i c a d i b u s i n e s s a d a l t o v a l o r e , c h e c r e a v a n t a g g i o c o m p e t i t i v o e d i f f e r e n z i a z i o n e

• M a s s i m a a p e r t u r a a d i f f e r e n t i m o d e l l i d i d e l i v e r y , p r e s e r v a n d o g l i i n v e s t i m e n t i c o m p i u t i

Mancanza di agil ita’

• V e l o c i t a ’ n e l r e c e p i m e n t o d e l l e e s i g e n z e b u s i n e s s [ u t i l i z z a n d o s e r v i z i a p p l i c a t i v i c h e s f r u t t a n o p a r a d i g m i a r c h i t e t t u r a l i i n n o v a t i v i ]

• M a s s i m a i n t e r o p e r a b i l i t a ’ [ m o d e l l o t o t a l m e n t e b a s a t o s u u n a l o g i c a a S e r v i z i ]

• M o d e l l i d i d e l i v e r y d i f f e r e n t i

Utenti disperati

• U t i l i z z o d i s t r u m e n t i s e m p l i c i e d i n t u i t i v i « l a v o r a r e c o m e l e p e r s o n e l a v o r a n o »

• R i d u z i o n e d e l l ’ i m p a t t o s u l c h a n g e

Fusione tra strumenti Relazionali e di Produttivita’ Individuale

Consumerizzazione e Enterprise Social CRM

™

Cloud Computing

On Premise

Hosted

Online

Non ancora disponibile per il mercato Europeo

Superare i Trade-off tra Make e Buy

A p p r o c c i o M a k e

• E l e v a t o F i t c o n i r e q u i s i t i d i B u s i n e s s

• B a s s a S t a n d a r i z z a z i o n e

A p p r o c c i o B u y

• R i d o t t o F i t c o n i r e q u i s i t i d i B u s i n e s s

• E l e v a t a S t a n d a r i z z a z i o n e

Microsoft Dynamics CRM e gli scenari di Customer Service

Customer Service le tappe evolutive

Microsoft Dynamics CRM

le capability applicative di Customer Service

customer service, le principali aree applicative - basic

G e s t i o n e p r o c e s s i d i

t r o u b l e t i c k e t i n g

G e s t i o n e c o d e e r o u t i n g

G e s t i o n e p r o c e s s i d i

E s c a l a t i o n

C o n t r a t t i d i S e r v i z i o

K n o w l e d g e b a s e i n t e g r a t a

C a l e n d a r i o A p p u n t a m e n t i d i

S e r v i z i o

M o t o r e s c h e d u l a z i o n e

s e r v i z i

C o n t a c t C e n t e r C a p a b i l i t i e s

customer service, le principali aree applicative - advanced

A g e n t D e s k t o p

C a l l m a n a g e m e n t

[ C T I I n t e g r a t i o n ]

G e s t i o n e c o n t e s t o c h i a m a t a

G e s t i o n e s e s s i o n i d i

c h i a m a t a

Tr a c k i n g n a v i g a z i o n e

W o r k f l o w [ g u i d e d c a l l , U I

a u t o m a t i o n , . . . ]

M i d d l e T i e r L a y e r

i principali partner «infrastrutturali»

Interaction Channel Infrastructure

Contact Center Applications

cosa dicono [gli Analisti ]

Gartner

Forrester

cosa dicono [i nostri Clienti ]

- 23 -

“We have seen our

sales increase by

approximately 20%

since completing the

Microsoft Dynamics

CRM project. That’s

an increase of

around U.S.$21

million”.

Jóhann Haraldsson

Head of Business

Support Systems,

Vodafone Iceland

300 Users Call

Center

“On the whole, it takes

much less time to

close administrative

procedures. By

introducing help

tickets and using

digital notifications

managed by the CRM

system, we can

further reduce costs.”

Antongiulio Bua

Manager of the

Department for

Quality, Citizen

Services, and

Simplification, Civil

Services,

City of Milan

> 100 Users Contact

Center

We advanced our ranking

in customer service from

fifth among foreign banks

in the UAE to second

according to a third-party

survey.

Umair Chaudhary

Chief Operating Officer,

Barclays Bank LP, UAE

and Gulf

Bank Increases Call Centre

Productivity by 30% with

Customer. Users adopted the

system quickly because of its

look and feel. The Microsoft

Dynamics CRM solution

consolidates all our operations

and information through a single

user interface.

Ionela Roş

Contact Centre Department

Manager

160 users

Customer enquiries are

resolved in just over a

day rather than three

days under the previous

system, while sales

teams are now 25%

more efficient.

525 users - Contact

Center

cosa dicono [ i nostri Clienti ]

- 24 -

“Microsoft Dynamics CRM has significantly

improved the level of service we provide to

our members because we respond to them

quickly with accurate and consistent answers. “

Hanan Kramer

Director of Business Processes and Methods,

Maccabi Healthcare Services

1000 users Customer Service

“Prima dell’adozione di questo

sistema risultava meno agevole

reperire e valutare i dati relativi

alle risposte offerte al pubblico,

mentre oggi le informazioni

sull’operatività del nostro

personale sono

immediatamente disponibili al

responsabile dell’ufficio, che è

così in grado di porre obiettivi

precisi agli operatori dell’URP”.

Arnaldo Minuti

Capo Ufficio IV del Servizio

Stampa e Informazione e

Responsabile dell’Ufficio

Relazioni con il Pubblico

Ministero Affari Esteri

Going to 100 Users Call

Center

When a customer calls,

we can identify them

right away and quickly

pull up the information

they need, including last

purchase date, available

discount points, and

customer permission to

receive direct mail.

Microsoft’s service-level

control is also one of the

most useful features for

us.

Paula Rego

Customer and Store

Call Center Supervisor,

Credifin

Department’s customer service

operation can now efficiently

receive and track public

concerns and provide

departmental responses. The

public has responded positively

to the Department’s initiative,

and the call center has

increased its call handling

capability by 50%

[Microsoft] CRM provides the

flexibility we need to make quick

ad-hoc changes without relying

on a consultant and without

using IT time.

Julie Stewart,

Manager, Consumer Services

Office, Department of

Corporations

non solo Service

M a r k e t i n g S a l e s

Shared Application and Data Services

Vendor Management

Asset Management

Employee Management

Program Management

BUILD

many LOB

applications

ON

a single

framework

WITH

shared

resources

extended CRM un unico Framework

differenti Applicazioni

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

extended CRM la mappa delle capability

ууущщйццззййз

360O View

ууущщйццззййз

Core Microsoft Technologies

Approach

Business IP &

Application

Services

Solution

Timeframe

Release

Cycle

abilit iamo la Business Agility

Most changes can be made without a release

XRM Build Buy

Ripple Effect

Related 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

velociziamo Build Process

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

Technology Building Blocks

Application Services

Business Context / IP

Custom Develop

Custom Develop Extend Integrate

Solution

Months/Years Weeks/Months Timeframe

Test, Deploy, Release, and Train

Release Cycle

Test & Deploy

Costs too much $$. Requires trade-offs

Little testing, release and training required

XRM Platform (Dynamic

Application Services)

Point & Click Customizations

Complete Solution (Built iteratively)

Partial

Users

Services

Resources

Designed 4 Business Context

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 platform to build 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

Services

Resources

Designed 4 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

Designed 4 Application Delivery

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

Designed 4 Shared Resources

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

di cosa abbiamo parlato

• T r e n d M e r c a t o

• A l c u n i P a i n

• C a p a b i l i t y a p p l i c a t i v e e F r a m e w o r k x R M E x t e n d e d C R M

Qualche domanda?

G r a z i e ! R o b e r t o A n d r e o l i Marketing Manager Dynamics CRM Microsoft

Office +39 02 7039 2307 Mobile +39 335 833 51 60 Email roberto.andreoli@microsoft.com