1. La soluzione applicativa Microsoft Dynamics CRM per la creazione di Servizi ad alto contenuto Relazionale
2. Annuncio Dynamics CRM confermato Leader nel Gartner Magic Quadrant per gli scenari di Customer Services
3. alcuni trend Fusione tra strumenti Relazionali e di Produttivita’ Individuale Consumerizzazione e Enterprise Social CRM Cloud Computing Superare i Trade-off tra Make e Buy
4. alcuni pain TEMPI PROGETTUALI BIBLICI INVESTIMENTI NON MIRATI E ELEVATI MANCANZA DI AGILITA’ UTENTI DISPERATI
6. Tempi progettuali biblici Riduzione tempi di personalizzazione della soluzione Supporto ad un approccio modulare / a fasi
7. Investimenti non mirati e elevati Gli investimenti IT si focalizzano solo sullo sviluppo della logica di business ad alto valore, che crea vantaggio competitivo e differenziazione Massima apertura a differenti modelli di delivery, preservando gli investimenti compiuti
8. Mancanza di agilita’ Velocita’ nel recepimento delle esigenze business [utilizzando servizi applicativi che sfruttano paradigmi architetturali innovativi] Massima interoperabilita’ [modello totalmente basato su una logica a Servizi] Modelli di delivery differenti
9. Utenti disperati Utilizzo di strumenti semplici ed intuitivi «lavorare come le persone lavorano» Riduzione dell’impatto sul change
12. On Premise Hosted Online Microsoft Dynamics CRM Services Microsoft SharePoint Services Windows Azure™ Platform Cloud Computing Non ancora disponibile per il mercato Europeo
13. Superare i Trade-off tra Make e Buy Approccio Make Elevato Fit con i requisiti di Business Bassa Standarizzazione Approccio Buy Ridotto Fit con i requisiti di Business Elevata Standarizzazione
33. cosa dicono [i nostri Clienti] - 22 - 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 We advanced our ranking in customer service from fifth among foreign banks in the UAE to second according to a third-party survey. UmairChaudhary Chief Operating Officer, Barclays Bank LP, UAE and Gulf “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.” AntongiulioBua Manager of the Department for Quality, Citizen Services, and Simplification, Civil Services, City of Milan > 100 Users Contact Center “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”. JóhannHaraldsson Head of Business Support Systems, Vodafone Iceland 300 Users Call Center 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. IonelaRoş Contact Centre Department Manager 160 users
34. cosa dicono [i nostri Clienti] - 23 - “Prima dell’adozione di questo sistemarisultavamenoagevole reperire e valutare i dati relativi alle risposte offerte al pubblico, mentreoggi le informazioni sull’operatività del nostro personalesono immediatamentedisponibili al responsabiledell’ufficio, che è così in grado di porre obiettivi precisiaglioperatoridell’URP”. ArnaldoMinuti Capo Ufficio IV del Servizio Stampa e Informazione e Responsabiledell’Ufficio Relazioni con ilPubblico MinisteroAffariEsteri 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 “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 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
36. extendedCRMun unico Frameworkdifferenti Applicazioni Constituent Management Vendor Management Asset Management Employee Management Program Management BUILD many LOB applications ON a single framework WITH shared resources Grant Management Supplier Management Property Management Recruit Management Project Management Fleet Management Licensing Management Contractor Management Resource Management Product Management Legislation Management Partnership Management Contract Management Lifecycle Management Task / Activity Management Consistent and Complete User Experience Shared Application and Data Services Shared Environments & Resources
37. extended CRM la mappa delle capability ууущщйццззййз ууущщйццззййз User Experience Services Access & Security Services Process Automation & Orchestration Services Point & Click Customization Services Data & Metadata Services Analytical Services 360O View Core Microsoft Technologies Platform Management Services Extensibility Services Architecture Services Integration Services
38. abilitiamo la Business Agility Hours / Days Weeks/ Months Weeks / Months Timeframe Extensive Partial Limited Solution Most changes can be made without a release Test & Deploy Release Cycle Test & Deploy Point & Click Development to Make Changes Development to Make Changes Business IP & Application Services Ripple Effect Related application services automatically change Configuration (as available) XRM Build Buy Approach
39. velociziamoBuild Process Months/Years Weeks/Months Timeframe Costs too much $$. Requires trade-offs Complete Solution (Built iteratively) Partial Solution Test, Deploy, Release, and Train Test & Deploy Release Cycle Little testing, release and training required Point & Click Customizations Custom Develop Extend Integrate Business Context / IP Custom Develop XRM Platform (Dynamic Application Services) Application Services Microsoft Application Platform (Windows, .NET, SQL Server, SharePoint) Technology Building Blocks
