See How a Global Church Uses Dynamics CRM Microsoft 2016 11/9/2018 8:17 AM BRK2177 See How a Global Church Uses Dynamics CRM Sean O’Gwin and Jerame Larsen LDS Church CRM Center of Excellence © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Our Customers – 23 Departments Missionary IMOS Correspondence Perpetual Education Fund Student Loan Management Self Reliance Groups Welfare Food Safety Humanitarian Volunteers Transient Services Bishop’s 24 Hour Helpline Family Services Bishop’s Food Orderform Church History Church History Accessions Church History WebCat Church Security Dept Special Projects Strategic Relations Priesthood Disability Services Project Tracker Thrasher Research Fund Volunteer Network Global Service Center Call Center Public Affairs Opinion Leaders (OGC) LDS Philanthropies Donations ICS Workflow Talent Network (HR) AV Engineering (Temple Dept.) Travel Dept Global Visa Management Missionary Global Visa Management GA Mixed Workforce Family Search (Family History) LDS Tech Church History Welfare Seminaries and Institutes PSD/OCS Email Campaign System Inspiration and News LDS Connect Migration/Sunset Church Education System S&I Student Tracker BYU Idaho BYUI Pathway BYUI Admission BYUI Housing BYUI Transcript Evaluation BYUI University Relations BYUI Student Relationship Management BYUI Student Support BYU Provo Dept of Continuing Education Bachelor of General Studies Office Department of Continuing Education Campus Communications

Microsoft 2016 11/9/2018 8:17 AM © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Common Data Sources CRM LDS Account CMIS CDOL MMS EMX (MuleSoft) Exchange Server SQL Server Dynamics CRM fits right into our enterprise stack enabling you to leverage more than just CRM for your business solutions. CMIS: Leverage the new UMLU Web Services announced at SORT CDOL: Leverage calling data to control workflows, security, etc. LDS Account: Account profile data above and beyond CMIS/CDOL MMS: Integrations are already in place leveraging the data from the missionary systems. Exchange Server: Send/Receive, Track emails directly within Exchange with CRM’s built-in integrations. Database Applications: Various in-house MSSQL & Oracle apps. MuleSoft: Leverage the EMX/API-M to integrate with other systems via web services.

Extensibility: Enterprise Integration (Common System Integrations) Microsoft 2016 11/9/2018 8:17 AM Extensibility: Enterprise Integration (Common System Integrations) CRM LDS Account FileNet CRM Marketing Outlook SharePoint Marketing Cloud SMS Qualtrics Dynamics CRM fits right into our enterprise stack enabling you to leverage more than just CRM for our business solutions. FileNet: Enterprise grade document management that is integrated so that it feels like it is natively part of CRM LDS Account: Authentication & Authorization and beyond Salesforce Marketing Cloud: Direct mail campaigns, manage communications, and understand marketing investment. Outlook: Run and manage your application from where you’re already working, right inside of Outlook. SMS: Send SMS messages leveraging our internal SMS web service Qualtrics: Leverage the world's leading enterprise Survey platform SharePoint: utilize extensive collaboration and document management features around CRM data, natively in CRM. © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

You Know the What & How – Let’s Talk About Why Microsoft 2016 11/9/2018 8:17 AM You Know the What & How – Let’s Talk About Why …as ye are desirous to come into the fold of God, and to be called his people, and are willing to bear one another’s burdens, that they may be light; Yea, and are willing to mourn with those that mourn; yea, and comfort those that stand in need of comfort, and to stand as witnesses of God at all times and in all things, and in all places that ye may be in… © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Some of our notable CRM solutions Microsoft 2016 11/9/2018 8:17 AM Some of our notable CRM solutions Perpetual Education Fund ( ~3000 users – 90 countries ) Educating the developing world 20,000 loans processed last year Transitional Services Office ( < 100 – Utah ) Lifting down trodden and comforting those in need Assisting 30K people annually in local communities Seminaries and Institutes ( 70K users – approx. 180 countries ) Religious instruction for teens & young adults ( ages ~15 – 24 ) 764K Students World Wide © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Some of our notable CRM solutions Microsoft 2016 11/9/2018 8:17 AM Some of our notable CRM solutions Bishop’s Portal ( 120K users – North & South America EOY 2017 ) Feeding the Hungry We’ll talk more to it LDS Philanthropies ( < 1000 users – Global ) Bearing one another's burdens Hundreds of causes being supported Global Visa Management ( 1000+ users – 160 countries ) Preaching the Gospel Providing travel documents for 75,000 missionaries world wide IMOS Correspondence ( 1000+ users – 160 countries ) Administrative communications Seamless Integration into an existing web based administrative portal © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Microsoft 2016 11/9/2018 8:17 AM Demos © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Bishops Storehouse Portal Purpose: Attend to the temporal needs of the family Digitization and integration project of CRM and AX Roles based security and rights management Users (3 – 4 users per congregation) Initial Pilot ( 15k – 20k users ) Domestic rollout in Jan 2017 of 14,000 congregations ( 42k – 56k users ) Global rollout Q3 or Q4 2017 of 30,000 congregations ( 90k – 120k users ) Mobile offline requirements Developed on-premise, not online

IMOS Correspondence Purpose: Facilitate communication Mission Headquarters to missionaries, their families and their ecclesiastical leaders. Users 1,200 users in 418 mission offices to 75,000 missionaries and their families Organizational Communication via email Communicating with missionaries’ Families via email and letter

Lessons Learned & Pain Points Microsoft 2016 11/9/2018 8:17 AM © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Lessons Learned & Pain Points Don’t Over Customize One of our solutions has more than 160 plugins Configuration beats coding every time Data Integrations / Data Migration Building out the CRM application is the easy part. Don’t use CRM! Not everything is a good fit to be built on CRM

Lessons Learned & Pain Points Incorrect assumptions moving into CRM Online User management Deployment admin role Migration strategy Understanding of CRM outside of our team Key infrastructure players need to understand what CRM is, how it is being used, but most importantly, how it is affected by other aspects of the enterprise. Identity management Licensing Tenant strategy User provisioning and management

Microsoft 2016 11/9/2018 8:17 AM Q & A © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Free IT Pro resources To advance your career in cloud technology Microsoft Ignite 2016 11/9/2018 8:17 AM Free IT Pro resources To advance your career in cloud technology Plan your career path Microsoft IT Pro Career Center www.microsoft.com/itprocareercenter Cloud role mapping Expert advice on skills needed Self-paced curriculum by cloud role $300 Azure credits and extended trials Pluralsight 3 month subscription (10 courses) Phone support incident Weekly short videos and insights from Microsoft’s leaders and engineers Connect with community of peers and Microsoft experts Get started with Azure Microsoft IT Pro Cloud Essentials www.microsoft.com/itprocloudessentials Demos and how-to videos Microsoft Mechanics www.microsoft.com/mechanics Connect with peers and experts Microsoft Tech Community https://techcommunity.microsoft.com © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Please evaluate this session 11/9/2018 8:17 AM Please evaluate this session Your feedback is important to us! From your PC or Tablet visit MyIgnite at http://myignite.microsoft.com From your phone download and use the Ignite Mobile App by scanning the QR code above or visiting https://aka.ms/ignite.mobileapp © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.