Partner opportunity Microsoft Dynamics 365 for Field Service Welcome. My name is _____ and I’m here to talk to you about the great opportunity for Partners with Microsoft Dynamics 365 for Field Service. Microsoft Dynamics 365 for Field Service © Microsoft Corporation

Business opportunity Business opportunity Why Microsoft? Next steps When looking to expand your business, there are a lot of opportunities for you to evaluate, so next, I want to show you why building a business applications practice is a great investment to accelerate business growth.

59% 39% 44% 90% 90% 76% Industry trends Business applications insights of customers say they have higher expectations for service today than they did one year ago.1 of global consumers said having a knowledgeable service rep was the most important aspect of a good service experience.1 of customers stopped doing business with a company due to a poor service experience.2 90% 90% 76% Leveraging IoT was the top field service challenge for businesses, impacting over 90% of companies.3 of service providers recognize customer experience as a competitive differentiator.4 of organizations are unable to identify blockages in process that impact customer experience.4 Microsoft, “Global State of Customer Service Report,” 2019. Aspect Software, “The Aspect Customer Experience Index,” 2019. TSIA, “The State of Field Services,” 2019. Aspect Software, “The Aspect Customer Experience Index,” 2018.

Market opportunity Market size Total addressable market Market size By 2022, the business applications market is estimated to grow to $173 billion, a 45% growth from today. Field Service is projected to grow to $27.2 billion, an increase of 43% over 3 years. $119 Billion $19.0 B $173 Billion $27.2 B Field Service Field Service And if we look at the market size all-up, the opportunities are even greater. This year, the market is projected at roughly $119 billion. Over the next 3 years, we project this to grow to nearly $173 billion. That’s a 45% increase! And for Service specifically, we’re projecting growth from $19.0 billion to $27.2 billion over the same period, a 43% increase! 2019 2022 projected Microsoft internal research, 2019.

Average number of net new CRM deals per partner, annually Economics of building a practice Customer engagement partner economics over a three-year period 46% Return on Investment $5.7MM Net Present Value 15 months Breakeven period 28 Average number of net new CRM deals per partner, annually Forrester, 2019.

Planning for growth Three-year gross profit projection Typical customer engagement practice profit margin and mix over three years Three-year gross profit projection by revenue stream $8,081,791 Customer engagement implementation $4,036,995 Total licensing margin $1,715,450 Managed services $1,117,506 Resalable IP sales $949,863 Business Central implementation revenue $937,085 Follow-on project revenues $725,249 ERP and CRM upgrade projects $623,210 Business strategy, assessment, and visioning consulting revenue Total: $18.2 million Forrester, 2019.

Joining a strong ecosystem Growth from FY18 to FY19 16% growth in partners selling Dynamics 365 36% growth in partners selling $1M+ deals 8% increase in average revenue per partner 6,300 Partners selling Dynamics 365 530+ Partners selling across Dynamics 365 portfolio 2,500 Partners selling PowerApps

Why Microsoft? Business opportunity Why Microsoft? Next steps So now that you’re sold on why developing a business applications practice is an amazing investment, I want to shift to talk about our Business Applications Platform and why it is the best opportunity for Partners.

Why Microsoft Business Applications? Build and grow a practice quickly with industry-leading innovation Lead with innovation Modular, highly customizable apps built on a unified platform of common data services, AI, and business intelligence can help you differentiate your offerings. Build on your strengths Microsoft makes it easier to enter new markets using the Microsoft development and management tools you already know. Broaden your reach Accelerate business results with Microsoft partner marketing resources that increase the impact and visibility of your services. To keep this super simple, we’ve narrowed it down to three main benefits: We give you industry leading innovation, we allow you to build on your strengths with tools you already know, and we help you broaden your reach, so you can grow even faster. Let me quickly dive into these three areas a little more.

Lead with Innovation “We chose to partner with Microsoft because we trusted that they would constantly innovate and offer the industry-leading solution set.” Sam Dharmasiri, Director, eBECS “Partnering with Microsoft is the best bet if you want to future-proof your company. Their investment in innovation is unparalleled.” Christian Hutter, Principal, RSM

Microsoft Business Applications ecosystem Intelligence Data Marketing Modern Unified Talent Sales Intelligent Adaptable Microsoft Dynamics 365 Operations Retail Our Business Applications Platform, and surrounding ecosystem, is comprised of a suite of business applications to support all types of businesses across a range of industries and lifecycles. Today, we’re specifically talking about Field Service, but it’s important to know that this is just one component in our ecosystem that is all designed and built to work together. Beneath our applications, we have the Power Platform, which connects to our Common Data Service and provides a common set of development, logic, and BI tools that Partners can access to extend our existing Dynamics 365 apps or build their own apps. More on this later, but first, let’s discuss the business opportunity. Finance Service Power Platform Power BI Flow PowerApps

Building a Dynamics 365 for Field Service practice Grow your business by delivering a seamless, end-to-end service experience. Drive operational efficiency with IoT Optimize resources Make technicians more effective Modernize field service with mixed reality

Recognized Visionary Specialized digital customer experience Gartner recognized Microsoft as a Visionary in the Magic Quadrant for Field Service Management Specialized digital customer experience “In 2022, over 50% of field service providers will offer a specialized digital customer experience that enables two-way interaction and workflow initiation via multiple human and nonhuman channels.” 1 Outcome-based service contracts “In 2022, more than 60% of asset manufacturers will offer outcome-based service contracts, up from less than 15% in 2018.”c AI-based decision support “In 2022, only 30% of field service providers will be ready to deploy AI-based decision support in their field service management platforms in order to compete better, despite robust capabilities being available by then.” 1 And you don’t need to take our word for it. Gartner has recognized Microsoft as a Visionary in the Magic Quadrant for Field Service Management. 1 Gartner, Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. www.dynamics.Microsoft.com/en-us/analyst-awards

Build on your strengths “With best-in-class cloud offerings on Dynamics 365, we’ve become a more competitive business, because we deliver services tailored to the unique needs of these vertical markets from a suite of streamlined business applications.” Whit McIsaac, CEO, Americas, SAGlobal “The breadth of capability you get with the Microsoft platform is amazing. Between Dynamics 365, Azure, and Power Platform, you nearly have it all.” John Pence, Founder, Sunrise Technologies

Dynamics 365 for Field Service Leverage existing skillsets Utilize your teams existing skills and knowledge of Microsoft tools, including Office 365, Azure IoT Hub, and Mixed Reality Take advantage of a stair step approach to invest gradually and grow as you’re ready Differentiate your business through the Cloud Business Applications Competency Mixed Reality Azure IoT Hub Dynamics 365 for Field Service

Mixed reality remote assist Grow new practice areas Core workload Next best workload Leverage existing technology and knowledge to add additional practice areas Take advantage of a stair step approach to invest gradually and grow as you’re ready Field Service Mixed reality remote assist IoT and PowerApps Power BI Data and AI Customer insights PowerApps/Flow Forms Pro

Expand on vertical expertise Developing vertical expertise Microsoft Business Applications SI Partner survey Focus on key verticals, industries, or workloads to drive differentiation and competitive advantage Leverage existing understanding of target customers’ challenges and underlying business problems Expand offerings within existing vertical expertise to better support customers Expand on your existing vertical expertise to provide more comprehensive and customized support for your customers Reduce costs and speed deployment times with best practice documentation, references, and templates

Broaden your reach “Microsoft’s support of our go-to-market efforts, both at the regional and corporate level, has been instrumental to our growth.” Rik Dubbink, Partner, CRM Partners “Dynamics is the lifeblood of everything we do. It’s the beating heart of our clients’ customer experience, it’s the way they optimize their operations and increase staff productivity, all helping them stay ahead of their competition.” Steve Scarbrough, General Manager, Dynamics, Intergen

Drive sales with GTM programs Utilize Microsoft-provided enablement programs and resources to drive new revenue growth Join a global community that connects you to the relationships, insights, tools, resources, and programs to expand customer reach Take advantage of dedicated support, co-sell programs, and seller incentives Millions of possibilities – selling with Microsoft Connect with customers through Marketplace, partner channels, and field sellers Marketplace 1: Millions Microsoft Value Global Marketplace Capabilities Demand Generation Global Demand Center 100k leads/month Reach 75M Buyers Leads Generated via Search P2P 1: Thousands Global Channel Reach Demand Generation 17M Partner Sellers 500k partner opportunities Microsoft Sellers 1: Many – SMC Corporate Co-sell with MS Field Sellers Field Sellers 1,800 28k Corporate Customers Co-sell (IP and Services) Field Sellers 6,500 12K Enterprise Customers 1: Few – Enterprise

Do more with Microsoft Resources Free, unrestricted access to digital learning New architect bootcamp training and implementation coaching New and improved role-based training and certification Easily market your services at scale through AppSource Microsoft Partner Center Link Microsoft Learn Link Overall Partner Info and Readiness MPN

Reach new customers through AppSource Easily market your services at scale Reach 100 million commercial active users Help business users do more with their existing Microsoft Apps Simplify the discovery, trial, and acquisitions of line-of-business apps and services

Next steps Business opportunity Why Microsoft? Next steps

Get started Develop a competency Take advantage of partner incentives Leverage Microsoft resources to help build and grow a practice Develop a competency Demonstrate your proven expertise in delivering quality solutions in a specialized area of business. Learn more Take advantage of partner incentives Accelerate business growth with partner incentives that will help you reach more customers. Learn more Download the Partner Playbook Learn more Learn how to get started as a partner.