AP107 Customer Care Accelerator Ross Dembecki / Lead Product Manager Brad Beumer / Global Solution Architect

Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems xRM Framework Core CRM Sales Productivity Customer Care Marketing Extended CRM Industry Solutions Custom Applications AP029: Selling Dynamics CRM: The sales productivity proof points AP049: Microsoft Dynamics 2011 and the Cloud AP107: Customer Care Accelerator AP115: xRM Framework: A Faster Way to Build Business Applications

Figure 1: Magic Quadrant for CRM Customer Service Contact Centers GARTNER – Service “The user interface is intuitive and appeals to broad audiences familiar with the look and feel of Microsoft's applications.” ~ Michael Maoz

Mid-size Companies Small Businesses Large Enterprises Global Customer Success in Customer Service

Why Invest in Customer Service in a Tough Economy? Maximise the value of every existing customer relationship Retain customers and market share Deliver full visibility into customer-facing processes

Service & Customer Experience 80% of top firms believe they offer customers a “Superior Experience” Only 8% of their customers said these companies provided a “Superior Experience” Bain & Company study, 2008

Better Customer Service Drives Company Value “…companies with high customer satisfaction scores …produced higher stock returns, and their stock values and cash flows have been less volatile.” Harvard Business Review, 2007

Drivers for Improved Customer Experience  B2B vs. B2C  Easy vs. Complex  Urgent vs. Whenever  Less is More  Reduce complexity  How much training is required?  Hype Conversion  Involve your best people - customers

Contextual Service Forums In- Person Phone Self- Service SMS IVR Phone Complex UrgentCasual Simple

Agent Productivity Agent churn is a reality – worldwide Technology is the only solution Technology needs to be familiar, user-friendly and yet powerful

Maccabi: Serving the Healthcare Needs of Israel’s Citizens 2 nd largest public/private, comprehensive healthcare organisation in Israel Serves 25% of the population of Israel Administers for 9,000 doctors and other caregivers across the country 160 clinics and medical centres 24x7 Medical and Admin Contact centre 1,000+ users of Dynamics CRM contact centre system

Involving the Community Social Media (e.g. Twitter) has its uses… Moderated forums are excellent way to provide service (cheaply) and support the brand Ask how this improves both experience and economics? The New York Times, 2009

Using Community to Report Graffiti Queensland council with 1,000 employees providing host of services to large area Incident Management is a important community service provided by the council – Graffiti Management was first step – Involves community in virtuous cycle… – Modest investment that involves community and provides backbone for other incidents Systems like this do not work without participation from community

CUSTOMER CARE ACCELERATOR FOR MICROSOFT DYNAMICS CRM

What Can CCA Do? Integrated Agent Desktop Centralised Management CTI Integration Auditing & Reporting UI Task Automation Improve Integrate Measure Streamline Unify

DEMONSTRATION

Auditing & Reporting Audit and report on customer care activities

Integrated Agent Desktop Enable user-interface integration

Improved Customer Experience Delight customers with fast and accurate service

Computer Telephony Integration Facilitate computer telephony integration, chat and Dynamically deliver customer information from telephony systems to agent desktops through pop-up windows. Speed and simplify integration of CTI systems with code samples and development tools. Provide interfaces for chat and . Simplify lookup of customer information from back-end databases and existing systems.

Session Management Handle multiple customer sessions across multiple channels

Centralised Management Centrally manage and configure applications

Evolution of the Customer Experience CCA Innovation Journey CCF 2005 Application Integration Framework CCF 2008 Composite Application Block Hosted Application Toolkit Data Driven Adapters CCF 2009 Distributed Connectivity Service Multi-Channel Engine Windows Workflow CCF 2009 SP1 Technical Improvements Windows Server 2008.NET 3.5 MOSS Container Consolidated Customer Service solution from Microsoft Customers want to leverage their existing investments, reduce costs and risks, and deliver a superior customer experience Customer Care Accelerator (CCA) for Microsoft Dynamics CRM SOA Advanced Application Block (SAAB) Microsoft platform advances in SOA

CCA Release 2.0 (2011) 25 Built-on Microsoft Dynamics CRM 2011 and will focus on three themes: Release scheduled just after CRM 2011 On-Premises RTM CRM 2011 Online Not currently supported with CRM Online Enable CCA Online desktop application integration scenarios Leverage managed solutions and claims- based authentication in 2011 Integrated Desktop Reference Implementation Improve time-to-value of CCA solutions by jumpstarting partners Enhanced reference implementation to lessen the learning curve Automation Tooling Enhancements Improve and extend CCA’s UI integration tools Allow partners to integrate more applications in less time

Global Customers

Barclays Project Mission: Improve Customer Care

North American Health Plan Operator Manages several state level contracts to deliver member health servicesManages several state level contracts to deliver member health services The new system has to provide a single sources of data, quickly achieve high adoption levels, meet HIPPA requirements in new state contracts, and reduce administrative costs associated with sales and marketingThe new system has to provide a single sources of data, quickly achieve high adoption levels, meet HIPPA requirements in new state contracts, and reduce administrative costs associated with sales and marketing 1000 agents1000 agents Manages several state level contracts to deliver member health servicesManages several state level contracts to deliver member health services The new system has to provide a single sources of data, quickly achieve high adoption levels, meet HIPPA requirements in new state contracts, and reduce administrative costs associated with sales and marketingThe new system has to provide a single sources of data, quickly achieve high adoption levels, meet HIPPA requirements in new state contracts, and reduce administrative costs associated with sales and marketing 1000 agents1000 agents Recent Win: Create a Single Member View & MDM

Customers in Australia and New Zealand 2 of the 4 Major Australian Banks – Contact Centre & Operations – Bringing together disparate systems – SOA is the long-term strategy and CCA is providing an integration tool for legacy applications and Web services Recent Win: Public Sector – 800 citizen service agents

How Do I Get There? Pilot Phase I Phase II Future Innovation Prove the business case Operational improvements CTI Session management Workflow Single Sign-on 3-6 Months Drive additional business benefits Integrate web services Implement features such as session transfer and sharing Reporting 2-4 Months Analyse new customer care areas where CCA can provide benefits New brands New channels Quarterly Releases Extend automations Unified customer touch points Timeline ROI Customer Experience Smarter Agent Efficient Operations

Call To Action CRM Accelerators enhance the functionality of Microsoft Dynamics® CRM business software without the costs typically associated with custom development and software acquisitions. Use this accelerator to help you deliver solutions that drive better, more consistent care by consolidating applications in a single desktop and giving agents access to the right information at the right time. To download the Customer Care Accelerator for Microsoft Dynamics CRM, visit Web: Web: