Project Service Automation S4 Solutions Specialist Summit 10/13/2017 6:58 PM Project Service Automation Paul Winiecki Kaden Gubler Microsoft JourneyTEAM GBB Partner Sales- Dynamics New Markets Director, Project Management Office . © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Process maturity drives business performance 10/13/2017 Process maturity drives business performance Top 20% of organizations has implemented structured business processes and utilize integrated information systems to assure there is “one view of the business.” Most of these project-based companies read the same reports; however, the top 20% are beating these odds and have figured out what it takes to make money.  They have implemented and institutionalized structured business processes that utilize integrated information systems to assure there is “one view of the business.”   They have prioritized investments in people, process and technology accordingly.  They have identified and continue to execute upon some of critical success factors that provide them a competitive advantage.  And their commitment to using precise measurements, metrics and controls, to effectively manage their business especially project selection and execution and clearly defined criteria in improve their processes and achieve internal and external collaboration are reflected in their business results. KEY TAKEAWAY More than 10% better results across most critical success factors for a project-based business – including sales performance, resource utilization, on-time project delivery and yes, profitability. In fact, the results are so compelling, that 72% of project-based businesses have budgeted investment in new, additional or better integrated information systems tools like Project Service Automation. SEGUE BTW, we can share SPI’s Service Industry Benchmark study that we reference above. The depth of industry insights and analysis shared through over 200+ key performance indicators present a multidimensional profile of what a successful project-based services firm looks like today and will provide guidance on steps you may take to better your own business standing. Top 20% Other 80% © 2015 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What’s top of mind for service delivery leaders Deepen engagement Empower teams KEY TAKEAWAY To deliver exceptional customer experiences critical for growth and profitability, requires a successful service delivery model and purpose-built solutions to support it. Tying it back to challenges we mentioned at the beginning, the Project Service leaders need to focus on: Understanding customers’ perspective to deepen the engagement and become Trusted Advisors Building credibility, instilling confidence and delivering predictable results are critical to retaining customers for life. Empowering teams and resources by providing an environment that fosters practice, career and client success Ensuring transparency, enhancing productivity and increase loyalty are paramount to increase employee stickiness Delivering optimal business results through a culture of informed and timely investment decision-making Instilling a culture of practice profitability requires the ability to ensure adaptability and improve scalability DETAILED MESSAGING Create profitable relationships   Earn your customers’ long-term trust—and ongoing business—by reliably setting and meeting their expectations using intelligent tools.   * Deliver accurate estimates to start your relationships right. * Become a trusted advisor using collaborative planning tools.  * Use a repeatable service model for on-time, on-budget projects.    Enable productive teams   Help your teams work more efficiently with a 360-degree view into every client relationship and tools to make their jobs easier.   * Raise retention rates by matching employees and jobs.   * Provide collaboration tools to up your team’s productivity. * Offer training through self-service tools and portals.     Innovate to grow  Rely on our innovative solution to provide the actionable insights you need to prepare for change, stay competitive, and grow profitably. * Set clear, companywide business development priorities. * Stay agile using real-time metrics to manage multiple deliverables.  * Make decisions fast using Power BI and Excel reports.   Optimize growth

Dynamics 365 Microsoft Dynamics 365 + Microsoft AppSource Power BI Intelligent business applications in the cloud Microsoft AppSource Azure IoT Suite Power BI Cortana Intelligence Suite Project Service Automation Sales Customer Service Microsoft Dynamics 365 Introducing Dynamics 365 for Project Service Automation Enabling project-based organizational maturity and discipline has been the driving force behind Microsoft’s investment in a purpose-built solution to help drive their digital transformation. Project Service Automation business application fits nicely into Microsoft Dynamics 365. Dynamics 365 will allows organizations to adopt individual business apps such as Marketing, Sales, Service and Operations, but as organizations adopt more of the apps, synergies will be unleashed in the form ‘Intelligent Business Processes’.  This will help proactively guide employees & customers to generate optimal outcomes.   <BUILD> Let us apply a couple of Intelligent Business Processes scenarios to Project Service Automation. Project teams can use it as standalone app in close alignment with Office 365, but when combined with Sales, product and project sellers can both engage on the same opportunity and collaborate proactively with project managers in the pre-sales cycles. When combined with Field Service, Project Service Automation can extend the customer interaction from a reactive break-fix experience by identifying project-based scenarios for multi-day engagements. Or when combined with Operations, the time and expense reports that project members submit, will automatically go to accounting, HR and Payroll systems, and Project Accounts will be automatically updated for Finance in the Operations App.    SEGUE So, although Project Service Automation can be deployed independently, the value of integrated information systems to help drive your business success will become more apparent as we share more details on the rich experiences enabled by Project Service Automation. Let us now focus on Project Service Automation that I will refer to as PSA from here on out. Dynamics 365 Detailed Messaging Microsoft uniquely delivers all of the pieces of an intelligent business cloud. First party business applications are at the heart of the intelligent business cloud. Dynamics 365 takes a new approach to business applications.  Our current CRM and ERP cloud solutions will be unified into one cloud service with new purpose-built apps to help manage specific business functions, including: Sales, Customer Service, Field Service, Operations, Marketing, Financials and Project Service Automation. Power BI and Cortana Intelligence are natively embedded to help companies achieve their business goals with predictive insights, prescriptive advice and actionable next steps. Azure IoT brings device data to enable preemptive action to business functions like field service. Deep integration between Dynamics 365 and Office 365 brings together the two worlds of business process and personal productivity. Historically users have been the point of integration between business processes and the email, spreadsheet and word processing tools they use. This meant lot of time flipping between apps and a lot of cutting and pasting. With Dynamics 365, we connect the structured workflow of business apps with the unstructured work of collaboration and productivity for empowered employees and a much more productive experience.   Business applications will be able to adapt and innovate in real-time with a common data model and extensible business application platform. Dynamics 365 apps will: Use a common data model, shared with Office 365, to simplify data management and integration across apps and business processes. Offer tech savvy business customers/analysts, aka “citizen developers,” (using Power Apps, Power BI Embedded and Microsoft Flow) and professional developers (using Azure platforms services) a consistent business platform they can use to compose new apps and easily extend and modify existing ones. Come with connectors that let you integrate with applications and services from Microsoft and our partners - including custom API’s and on premise systems. We are also introducing Microsoft AppSource – Microsoft's new destination for business users to easily find and evaluate line of business SaaS apps, add-ins and content packs from Microsoft and our partners, including those built on top of Dynamics 365, Office 365, Cortana Intelligence and the Azure platform.  AppSource is available in preview and customers can try out more than 200 solutions. + Field Service Operations Marketing Common application platform: PowerApps, Microsoft Flow, Common Data Model

Dynamics 365 for Project Service Automation Project planning Resource management Service analytics Opportunity management Team collaboration Introduction: Project Service Automation is an end-to-end solution that provides project-based organization a single system of customer engagement for sales, resourcing, delivery and billing.  Project service automation (or as I will now refer to as PSA from now on) is an integrated customer experience for organizations that deliver customer-facing, revenue-focused, project-based services including * planning, estimating and pricing multi-day projects,  * optimizing resource utilization,  * tracking and approving project tasks and finances, and  * monitoring performance metrics  <BUILD> As project-based organizations and service delivery businesses are people-first businesses, ensuring the rich, collaborative internal and external interactions that deliver value at each stage of the project lifecycle is THE critical tenet of customer engagement model. (It is equally critical to empower the customers and employees to engage through their medium of choice whenever and wherever for increased productivity, improved efficiency and successful project experiences.) KEY TAKEAWAY PSA enables this by bringing the people, process and technology together deliver value at each point of engagement along the project lifecycle and beyond. SEGUE Let’s take a closer look at how PSA can deepen your customer engagement, empower your sales and delivery team and optimize portfolio growth. Time and expenses $ Customer billing €

Opportunity management Solution selling Forecast profitability and prioritize deals based on a unified sales management dashboard for both product and project-based opportunities. Customer-centric Engage and collaborate real-time with customers on the quotes, project scope and resource requirements through customer portals. Streamlined contracts Create project contracts, track labor rates and generate SOWs using an enhanced and integrated sales force automation experience. Service Delivery business is a high-ticket, resource-intensive business. Incremental improvements in sales efficiency can drive exponential results. A recent survey of project-based sales motions identified a 70% revenue increase by reducing sales cycles by 30%. Enhancing the Dynamics 365 for Sales business application capabilities by introducing project-based service quotes, and a unified sales management dashboard for both product and project-based opportunities helps institutionalize Solution Sales discipline, and establish pipeline priorities. Our recently released collaborative customer portals drive sales efficiencies and enhance customer engagement across all three pillars of a well planned project – time, scope and resources Ability to generate customer contracts from sales opportunities with both increase in services revenue by decreasing the sales cycle by 30% 70% Digital Transformation of Sales, Microsoft Survey Report by TOPO, July 2016

Project Service Automation with Sales Account Manager Chic Dept Stores TALKING POINTS Let us quickly walk through an end-to-end scenario from the perspective of different roles in your organizations. <Use specific examples and use cases based on your customers business model and vertical> Thanks to seamless integration with the Sales app in Dynamics 365 and visibility to the sales pipeline, your Account Manager and Service Sales leads, <BUILD> can now easily analyze and prioritize a consulting project opportunity at one of the larger customers.   

Customer collaboration portal Account Manager End Customer The introduction of Portals allows your customers to engage and collaborate with account managers real-time on the status and approval of quotes. They can review and update scope and resource requirements together, exchange private and public notes, and the fact that you both are working on the same platform allows complete visibility to both stakeholders.   <BUILD> Also, the customer can now check the status of the entire project lifecycle including invoices.   This allows your sales teams to focus on the value-add specifics as opposed to paper trail. - empowering your teams and customers by proving a 360 view to the relationship and building trust.

Project planning Collaborative execution Make it easy for sales managers to collaborate with PMs to estimate and define the work using standard project templates. Predictable results Visualize cost, effort, and sales value of the work during proposal management for credible ‘estimate to completion’ planning, and financial integrity. Enhanced & robust Use the robust project scheduling and management capabilities of Microsoft Project to complement the sales planning in Project Service Automation. Speak to metric Availability for standard templates ensures collaborative success during the pre-sales phases 72% Project overruns attributed to incorrect estimation process Joint 2014 Study on 'Project schedule and cost overruns' by KPMG and PMI

Time & materials and fixed fee projects Account Manager Project Manager TALKING POINTS   Working with the customer on scope definition, your joint sales and project manager can decided upon a Time and Material Project – or any of the other types available, and mobilize the pre-sales activities based upon tangible project plans. A Project Manager on your team can finalize the estimates based upon the high level scope and by quickly tweaking the project templates used for similar project types. By reconciling the overall practice sales goals and revenue v/s cost projections, they can offer competitive terms with high level of confidence. End Customer

Microsoft Project client integration End Customer Project Manager Keeping Project Managers happy is the key to project success.  The availability of integration with the MS Project Client will make them happy - and effective as they can now work with a familiar tool without duplicating the effort.   <BUILD> They can use the robust project scheduling and management capabilities of Microsoft Project client to complement the high-level sales planning in PSA.   The fact that it links seamlessly with PSA’s real-time resource management and project economics including project revenue and costing has  helps improve accuracy and rigor to the project estimation to completion process.    BTW, access to Project client is included in the Dynamics 365 for PSA packaging, it should be a no-brainer for your practice and project management teams to take advantage of this industry first PSA and MS Project integrated experience.

Resource management Intelligent Optimize resource assignment through a consolidated scheduling engine across modes of service and ensure right people on the right projects at the right time. Utilization focused Pivot the business on resources to enable business development and portfolio investments to align with skills and talent management. Consultant-centric Empower consultants to identify and apply directly for available relevant project roles, and update skills profile through mobile devices. Speak to Metric revenue as a factor of salary billable resource should bring in for practice profitability 2.5X Booked Up and Billable Best Practice, ConnectWise with Microsoft Azure POV 2015

Automated and self-selection resourcing Resource Manager Project Manager TALKING POINTS   Once the quote was signed, thanks to the updated skills profile of the consultants and complete visibility to the relevant resource availability, resources can now be automatically assigned to the projects with the optimal team members. Details including resource costs, billable rates, performance data and prior project team members provide a level of insights that can help enable project success while formulating teams. Obviously, this can go through a PM or Resource Manager approval step for them to make any edits – or decide to form a custom team with the same insights that ran the automated engine. Find a Project app empowers your Team members to self-discover and apply for their potential next project by making recommendations based on updated skills and track record of project performance and collaboration.

Unified resource scheduling Resource Manager Project Manager Not only that, now Resource Managers, PMs, Service Managers and technicians have a universal scheduling experience that leverages resource availability and skillsets from both our field service and project service teams – in fact across any function in the organization. In this case, we can see that the resource is engaged in pre-sales activities as well. So, you can bid on projects faster and resource them quicker to reduce sales cycles.  This also helps optimize assignments and improve utilization across cases, work orders or projects.  And the new dashboard view makes the project assignments so intuitive. Recently, we have added another key persona to our project-based ecosystem that further differentiates our purpose-built solution: A resource manager from a sub-contracted partner organization. This partner resource manager can log into portal using team member access and identify resource needs across your billable projects – and help fill any gaps in skills or availability. The ongoing visibility to their resource utilization and performance, and ability to invoice directly, provides the transparency so critical to your strategic relationship. Partner

Team collaboration Productivity Provide powerful, easy-to-use, mobile-ready O365 productivity tools for project teams, customers and partners to update deliverables and monitor status. SMAC Incorporate ‘social, mobile, analytics and cloud’ experiences and technologies to enable timely and relevant communication and collaboration. Greater agility Respond quickly to scope changes and project risks by adding and managing critical KPIs while ensuring consistent and profitable service delivery. Speak to metric 122% improvement in on-time project delivery with an Enterprise collaboration strategy in place Aberdeen Group, Sept. 2014

Project Service Automation with Office 365 Team Member End Customer One Microsoft is resounding theme across every investment that we make in Dynamics 365. In this example , now that the project is underway, the customer and consulting teams collaborate using O365 productivity tools including Office groups that auto created from project plans, and calendar entries based on team tasks including access to documents and for conversations. Timely updates on project deliverables and status have helps mitigate risks in a timely manner.

Time and expenses Intuitive & familiar Simplify management and tracking of estimated and billed project time by integrating the tasks and deliverables on the calendars. Accountability Provide real-time financial insights to customers and empower them to collaborate on timely corrective actions. Efficiency Streamline the submission, approval, processing and reconciliation through web, mobile apps and Office365 for timely billing. Speak to metric average cost per year for failing to accurately track time $110K 3 Amazing Facts You Didn't Know About Time Tracking Software, Flipsnack 2015 study

Calendar-based T&E management $ Calendar-based T&E management Team Member Project Manager One of my favorite new features is the ability of our project team members and PMs to now have a consolidated view of personal appointments and project work assignments on exchange calendar – and ability to track tasks directly in outlook – and on their mobile devices.   <BUILD> They can also capture personal appointments in PSA work calendars that helps PM have a complete view of team member availability.  By streamlining time reporting, team members can focus more on project deliverables.   And the fact that the estimated and billed time are tracked on the calendars simplifies the time approvals. Your consultants can also enter their expenses and updating project status using their mobile devices.

Customer billing Timely & effective Provide project managers a one-stop-shop dashboard to review, override, track overruns and approve all costs and time impacting their projects. Accuracy Ensure the project invoices reflect the terms of the contract and approved work and expenses for customers visibility to projected v/s actuals budget. Automated Automate generation, approval and distribution of reconciled invoices in email and on the web with back-office financials integration. Speak to metric 3% decrease in revenue for 5 day increase in Days Sales Outstanding SPI Research 2016 Professional Services Maturity™ Benchmark study

Project Service Automation with Operations € Project Service Automation with Operations Project Manager Now that we have access to the Dynamics 365 for Operations, when your customer approves their consolidated invoice it seamlessly integrates with your back-office financials information.  This definitely provides better forecasting and budgeting capabilities and the related actuals integration enables a centralized and consolidated customer service delivery model.

Service analytics Unified platform Leverage Dynamics 365 business apps and platform for a strong basis for reporting, integration, and analytics. 360 project view Understand project performance, team and resource feedback and voice of the customer to ensure on- time, on-budget delivery model. Trends & forecasting Identify trends, explore what-if scenarios, and forecast outcomes to prioritize service offerings, skills development and adopt best practices. Change is one constant for project-based business – adapting, innovating and scaling to the meet the market and customer needs is critical to differentiate practice and personnel as you navigate new business models and technologies Speak to metric increase in earnings for organizations using CRM integrated with ERP and PSA 3.6% SPI Research 2016 Professional Services Maturity™ Benchmark study

Project Service Automation with PowerBI Practice Director Finally, your practice director will love the insights into the project profitability, billable utilization, sales cycles and cost overruns either through the updated project-based dashboards – or through the ability to create template using the built in PowerBI integration. 

Dynamics 365 for Project Service Automation Empowerment along the customer journey and across the enterprise $ € Opportunity Management Project Planning Resource Management Team Collaboration Time And Expenses Customer Billing Service Analytics Mobile Global Cloud Bringing the people, process and technology together empowers organizations to deliver value at each stage of the customer journey. A connected One Microsoft Experience enables a differentiated Everything as a Service model. Now, your customers can unlock the value of project excellence, customer trust and team empowerment with the transformative experience of Project Service Automation – As Service organizations are people-first businesses, it is critical to empower the customers and employees to engage through their medium of choice with the end-to-end project engagement process COO / Practice Director Account Manager Project Manager Partner Manager Resource Manager Team Member End Customers

Demo

S4 Solutions Specialist Summit 10/13/2017 6:58 PM Survey © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Survey

Survey “I like how you can see how much is going towards each project.” “It makes it a lot easier to know which projects and breakdowns I need to bill my time too. I also like that I have my list of task and running notes for the tasks” “PSA appears to have wonderful capabilities which will be great when we're able to apply and leverage them in meaningful ways. ” “I like the ability to forecast projects and time availability. Once we have correct data in PSA and train everyone to understand the process, this product could help our company understand its capacity.” “It's pretty straight forward to use.”