CRMUG Florida Regional Meeting Local Networking Until 9:15 am (please mute) Name Company (describe company & industry) Your role in the company What version of CRM are you on? Online or On-Prem? How many users? Did you attend a UG conference or event this past year? What do you hope to get out of CRMUG?

WELCOME! Microsoft Dynamics CRM User Group

Today’s Agenda 8:30 – 9:15 Breakfast, Registration, & Local Networking 9:15 – 9:30 Welcome & Chapter Business 9:30 – 10:00 Dynamics 365 Relationship Insights – Shawn Tabor, MVP 10:00 – 10:15 Break 10:15 – 11:15 Member Showcase – OneBlood, Orlando 11:15 – 12:00 Local Roundtables & Networking Tweet During today’s meeting: @CRMUG, @CRMUG_Chapters #CRMUGFlorida

CRMUG Events, Training & Engagement

May 7-12, 2017 St. Louis, MO www.ugfocus.com

CRMUG Administrator Black Belt Training Series Distance Learning Live instructor-led training at your own desk Half Day, Full Day, & 2 Day class formats Many classes use virtual hands-on labs On demand online classes available 24 x 7 Paid Members receive a 50% discount On-Site Learning Instructor-led training at a User Group event 25 classes offered at CRMUG Summit www.CRMUG.com/Academy CRMUG Administrator Black Belt Training Series A Powerful Series Designed Around Practical Experiences 4 class online series for Dynamics CRM administrators & super users Master the art of administering, configuring, and adapting Microsoft Dynamics CRM Gain actionable best practices from industry experts Clearly differentiate yourself from peers www.CRMUG.com/BlackBelt

The Power of the User Group Community www.crmug.com/join Questions? Contact Bryan Erstad, CRMUG Membership Manager 877-324-8880 x1450 bryan@crmug.com

Educational Session Topic: Dynamics 365 Relationship Insights functionality Presented by: Shawn Tabor, MVP Turn over to Shawn

Break! (10 minutes)

Member Showcase Featuring: OneBlood Presented by: Louise Anderson and Brandon Ison

WHO WE ARE OneBlood is a not-for-profit 501(c)(3) community asset responsible for providing safe, available and affordable blood. This can be defined by the user who is presenting. Not all bullet points need to be covered – this is just a list of ideas. Should last around 20 minutes and open it up to questions. Another nice feature when holding at a user site, is to offer tours before or after the meeting. Great way to show off!

MISSION, VISION, AND VALUES Mission: To enhance the health and well-being of others through our work with blood and stem cell products and by facilitating scientific research. Vision: By the end of the decade, our unique ability to provide world-class transfusion and transplantation medicine, technology and research will secure our position among the top five systems in the world. Values: Execution, Innovation and Continuous Improvement, Agility and Respect This can be defined by the user who is presenting. Not all bullet points need to be covered – this is just a list of ideas. Should last around 20 minutes and open it up to questions. Another nice feature when holding at a user site, is to offer tours before or after the meeting. Great way to show off!

SERVICE AREA This can be defined by the user who is presenting. Not all bullet points need to be covered – this is just a list of ideas. Should last around 20 minutes and open it up to questions. Another nice feature when holding at a user site, is to offer tours before or after the meeting. Great way to show off!

FUN FACTS This can be defined by the user who is presenting. Not all bullet points need to be covered – this is just a list of ideas. Should last around 20 minutes and open it up to questions. Another nice feature when holding at a user site, is to offer tours before or after the meeting. Great way to show off!

FUN FACTS – TYPE “O” BLOOD O- has an amazing power to save anyone in need of a blood transfusion. Donors with this powerful blood type are called the Universal Donor because their red blood cells can be transfused into any patient, regardless of the recipient's blood type. Only 7% of the population has O- blood, yet it is the blood type in the highest demand. When seconds count, emergency room doctors often do not have time to determine the blood type of the patient and will depend on O- blood to help save the person’s life. O- blood is also vital for premature babies and cancer patients. Preferred Donation Method(s): Double Red Blood Cell Donation or Whole Blood Donation. O+ is the most common blood type and that is what makes it so powerful. 37% of the population has O+ blood. Since more people have O+ blood than any other blood type, it is transfused more often. Having the most popular blood puts O+ donors in a unique situation. Their red blood cells are needed and so too are their platelets. This reality means O+ donors have three different donation options. Preferred Donation Method(s): Double Red Blood Cell Donation, Whole Blood Donation, and Platelet Donation This can be defined by the user who is presenting. Not all bullet points need to be covered – this is just a list of ideas. Should last around 20 minutes and open it up to questions. Another nice feature when holding at a user site, is to offer tours before or after the meeting. Great way to show off!

FUN FACTS – TYPE “A” BLOOD A- blood is rare and powerful. Only 6% of the population has A- blood. Every two seconds someone needs blood. The need is so constant that donated blood is often transfused within three days of your donation. The most powerful part of A- blood can be found in the red blood cells. To maximize your true lifesaving power, A- donors are strongly encouraged to donate double red blood cells or whole blood. A+ is a powerful blood type because it is the second most common blood type. Since 36% of the population is A+ it is among the blood types transfused most often. The most powerful part of A+ blood can be found in the platelets. Platelets can be donated as often as every seven days and up to 24 times a year. Platelets are in high demand by hospitals and often help cancer patients undergoing chemotherapy. Red blood cells from A+ donors also hold lifesaving power. Depending on hospital demand, you will be advised if a whole blood donation is preferred. This can be defined by the user who is presenting. Not all bullet points need to be covered – this is just a list of ideas. Should last around 20 minutes and open it up to questions. Another nice feature when holding at a user site, is to offer tours before or after the meeting. Great way to show off!

FUN FACTS – TYPE “B” BLOOD B- blood is rare and powerful. Only 2% of the population has B- blood. Every two seconds, someone needs blood. The need is so constant that donated blood is often transfused within three days of your donation. The most powerful part of B- blood can be found in the red blood cells. To maximize your true lifesaving power, all B- donors are strongly encouraged to donate double red blood cells or whole blood. B+ is a rare blood type that holds tremendous power. Only 8% of the population has B+ blood. B+ blood donors have two ways of targeting the power of their donation. The most preferred donation method is to donate platelets. Platelets can be donated as often as every seven days and up to 24 times a year. Platelets are in high demand by hospitals and often help cancer patients undergoing chemotherapy. Red blood cells from B+ donors also hold lifesaving power. Depending on hospital demand, you will be advised if a whole blood donation is preferred. This can be defined by the user who is presenting. Not all bullet points need to be covered – this is just a list of ideas. Should last around 20 minutes and open it up to questions. Another nice feature when holding at a user site, is to offer tours before or after the meeting. Great way to show off!

FUN FACTS – TYPE “AB” BLOOD AB- is the rarest of all the blood types with only 1% of the population sharing this special power. Donors who are AB- are the universal platelet and plasma donor because these components can be transfused into any patient, regardless of the recipient’s blood type. To maximize your true lifesaving power, AB- donors are strongly encouraged to donate platelets and plasma through an automated process known as apheresis. AB+ is one of the rarest of all the blood types with only 3% of the population sharing this power. Donors who are AB+ are called the universal plasma donor because this component can be transfused into any patient, regardless of the recipient’s blood type. In addition to your plasma, platelets from AB+ donors are also compatible with several other blood types, making them in high demand by local hospitals. To maximize your true lifesaving power, AB+ donors are strongly encouraged to donate plasma as well as platelets through an automated procedure known as apheresis. This can be defined by the user who is presenting. Not all bullet points need to be covered – this is just a list of ideas. Should last around 20 minutes and open it up to questions. Another nice feature when holding at a user site, is to offer tours before or after the meeting. Great way to show off!

ONEBLOOD CRM DETAILS Currently running CRM 2016 SP1, on-premises Upgraded last year, just prior to Summit Our initial deployment primarily used the Service module, but we are now using Sales and Marketing more as well

VENDORS Integrated Business Group ClickDimensions Solodev

RESOURCES CRMUG Forums Knowledge Base articles “Dr.” Google

NETWORK ARCHITECTURE

SYSTEM CONTEXT DIAGRAM

CUSTOM ENTITIES

ADDITIONAL CUSTOM ENTITIES

CURRENT USERS/DEPARTMENTS Customer Care Donor Advocacy Donor Services Management Biologics Medical Services/Medical Directors Therapeutics Laboratory Finance

BASIC PROCESS Incoming donor communications and BloodHub service orders are added to CRM as cases and routed to the appropriate CRM queue. These can be either positive or negative comments, inquiries, etc. The responsible department for the queue reviews the case and responds as needed. Staff provide a resolution and closes the case. Surveys with responses below a certain threshold are also converted to cases and are followed up on by Customer Care and, if needed, the associated Donor Services manager The future goal is to include comments from surveys with a high threshold to Donor Services management for staff recognition

REPORTS AND DASHBOARDS CRM reports and dashboards are provided at OneBlood: Natively within CRM QA dashboard Report Server Allows access to CRM data to non-CRM users Automated delivery via subscriptions

IN THE WORKS Marketing/“Share Your Story” Donor Recruitment/Sales Pedigree Donors

QUESTIONS?

Next Meeting: Thank you to our Annual Chapter Sponsors! Date: Thursday, May 11 Time: 8:30am - Noon Place: Varies by city Topics: Ideas? Member Showcase: Volunteers? Be sure to REGISTER for the next meeting! Connect with us if you are interested in becoming a chapter sponsor! Please contact Lauren at lauren.daggett@dynamiccommunities.com

Feedback… We want yours! You will receive a survey via email after the meeting Please provide feedback. Your opinion is valued! Be sure to include topics you would like to see covered in future meetings

Discussion Opportunities Do you use CRM for Sales, Marketing, and/or Service? What version are you on? What is keeping you from upgrading (if applicable)? Are you considering upgrading to the cloud? If in the Cloud, what do you enjoy the most about Dynamics CRM Online? Do you have Power Users within your company? How do they help embrace adoption? What is your best user adoption tip or trick? What ISV product is your favorite to use? What is one you are looking to use?

THANK YOU FOR ATTENDING!

Roundtable Discussions Within Local Groups