1. explore engage elevate September 18, 2014 Indiana Chapter

2. explore engage elevate September 18, 2014 Indiana CHAPTER MEETING Microsoft Dynamics CRM User Group (CRMUG®) Tweet today’s meeting: #CRMUGIN

3. exploreengage elevate Agenda 9:30-10:00Registration and Networking 10:00-10:15What Can CRMUG Offer Me? 10:15-10:45 Member Showcase – Use of Cases at USA Funds 10:45-11:00Break 11:00-11:30Roundtables 11:30-Noon Summit Information/Meeting Wrap-up

4. exploreengage elevate Get to Know Your CRM Peers Introductions Name Company (describe Company/Industry) Your role in the company What version are you on? What do you hope to accomplish by attending the user group?

5. explore engage elevate 9/18/2014 Nancy Hines/Ted Hirschey

6. exploreengage elevate The What Connect. Learn. Share. We’re a little over 12,000 Dynamics CRM users who get together and chat about CRM virtually or in person events, like this one. It’s a really big conversation you probably shouldn’t miss out on. You’ll probably learn something great, apply it to your organization, and be treated like a super hero. The When Call Bryan Erstad, he’s a great guy as well as the CRMUG Membership Manager. 877-324-8880 x1450 bryan@crmug.com

7. exploreengage elevate Premium Member Benefits There’s substantially more value gained through a Premium Membership. Here’s 10 reasons why: Attend live and virtual events – Chapter meetings are free for Premiums Attend Access 24/7 to recorded webinars – Recordings are available on demand only to Premium members. Access Collaborate as part of an exclusive online community with open forums Collaborate Join special interest groups formed around common areas of interest – 95% of the SIGs are only available to Premiums Join Participate in regional networking opportunities – such as Chapter Meetings and Summit! Participate Experience a conference dedicated solely to Dynamics crm end users – There is up to a $400 Summit Registration Discount for Premium Members Experience Learn via hands-on Academy training courses led by expert trainers – Premium Members receive at least a 25% discount when registering for these intensive, valuable trainings Learn Networking, Networking, Networking Find New tips & trick & best practices from fellow crm professionals Over 200 educational & learning events brought to you year around

8. exploreengage elevate Are you PLUGGED into your local community? community.crmug.com > Chapters

9. exploreengage elevate Upcoming Virtual Events Event Date Availability CRMUG SIG: Financial Services – Improving Customer Loyalty with Dynamics CRM and Excel Power View Sept. 18 Open CRMUG Webinar: Your Guide to “Black Belt” Academy Administration Sept. 23 Open CRMUG User Group Information and Orientation Sept. 24 Open CRMUG Webinar: From a Nice-to-have to a Must-Have: Social Media for User Group Members Sept. 24 Open CRMUG SIG: Technical/Developer – Dynamics CRM & SharePoint Integration Best Practices Sept. 29 Open CRMUG PS: Improve Customer Support and ROI with Customer Communities by Higher Logic Sept. 29 Open CRMUG SIG: Developer – Virtual DevFest 2014 Sept. 29 Premium CRMUG SIG: Business Intelligence and Reporting – Going Deeper with Reporting and SSRS Sept. 30 Open CRMUG Academy - Administrator Black Belt Training Series – Purple Belt Oct. 1 Academy CRMUG PS: A “Day in the Life” of a Distribution Sales Professional by Beringer Associates Oct. 1 Open CRMUG SIG: Manufacturing – An Introduction to Sales Projects with Dynamics CRM for Manufacturers Oct. 2 Open

10. exploreengage elevate Be a part of something really great. FACT: The most successful chapters have strong leadership teams installed. BENEFIT: Ignite Leadership Training available ONLY to chapter leaders. Develop your professional skills – public speaking, leadership, communication, organization, conflict resolution, and many more skills. IMPACT: Chapter Leaders have significant reach within the Dynamics CRM Community. Leaders are respected for their hard work and devotion to helping individuals and organizations attending meetings. Roles: Chair, Co-Chair, VP of Membership, VP of Communication, VP of Programming Take Action: Contact your chapter leader and email CRMUG Chapter Director, Onika Allen, onika@Crmug.comonika@Crmug.com

11. 11  CRMUG Open Forum  CRMUG Summit  Access to CRM MVPs  CRMUG Webinars  CRMUG SIGs  CRMUG Academy classes Why we joined CRMUG

12. USA Funds

13. About USA Funds  USA Funds ® is a nonprofit corporation that helps students prepare for, access and achieve success in postsecondary education by providing and supporting them with financial and other valued services.  Established in Indianapolis in 1960, USA Funds delivers programs, products & services to postsecondary institutions and their students in the following areas: Financial literacy, debt management and default prevention consultation and support. Scholarship monies to support low- to moderate-income students and grants to nonprofit organizations to improve access and success. Administration of FFELP loans that it guaranteed prior to 7/1/10. 13

14. MS Dynamics CRM at USA Funds 14  Currently on CRM 2011 UR15 On Premise. CRM 4.0 starting in 2010. Moved to 2011 in 2012.  Deciding when to go to CRM 2013 – probably sometime in 2015.  Used predominantly by Sales, Marketing, Customer Support, and Product Development business areas.  Around 100 users.  Use Sales, Service and Marketing modules of CRM.  Sales can access accounts and contacts via mobile.  Use CoreMotives as our email marketing and marketing analytics tool.  Have a few plugins and some JavaScript but have tried to stay close to out-of-box.

15. Cases at USA Funds  Cases are created by A customer completing a ‘contact us’ web form. A Customer Service rep creating a case. A Sales rep creating a case. Product Development staff creating a case.  Cases created on the web are placed in Tier 1 Customer Support work queues.  Cases can be routed to other queues.  Queue owners are notified when cases are added to their queues. 15

16. Cases at USA Funds  Case Types Examples A customer completing a ‘contact us’ web form creates an Incident. A Sales rep creates a Product Setup Case or a Product Deactivation. An Account Manager creates one of the Product Overview or Product Training cases. Product Development staff create a Problem.  Incidents are the start of the Incident/Problem Management process. Case SLA is Custom Field that maintains the original resolution date. Original Owner is Custom Field that maintains the first person assigned to the Case. 16

17. Case Scenario – Customer Fills in Web Form 17 This is on separate web site. Form processing logic checks for valid email address format. Organization is a drop down of our CRM Accounts.

18. Case Scenario – Customer Fills in Web Form 18 Upon Submit, the Customer receives a web confirmation as well as a confirmation email. This is done via a Case Routing workflow.

19. Case Scenario – Customer Fills in Web Form 19 A case is automatically created in CRM. If no contact exists based on matching email and last name, one is created. The case is assigned to a queue based on product. Those individuals identified in a workflow as being assigned to that queue will receive an email notifying them of a new case in their queue. The Title is created via a workflow. It concatenates Priority, Status, Subject, Original Owner and Case Number. Original Owner, a custom field, is blank until the first person to work on the case assigns it to themselves. A plugin fills in the Original Owner and changes the status reason to ‘assigned’.

20. Case Scenario – Customer Fills in Web Form 20 Cases can be routed to a different queue by using the “Assign to Queue” drop down. This is a custom field.

21. Case Scenario – Customer Fills in Web Form 21 Auditing is turned on so changes can be tracked.

22. Case Scenario – Sales Rep Creates a Case 22 We always start with the Account and then create an associated Case.

23. Case Scenario – Sales Rep Creates a Case 23 We added a case origin value of Internal. Based on the Product, the case is assigned to a T1 support queue based on Product. The sales person attaches all required documentation as notes. The Case Type keeps this case out of the incident/problem process.

24. Case Resolution 24 A plugin changes the case status to Closed and fills in the Case SLA date when the Case is resolved for the first time. The Case SLA date will not change if the case is re-activated and modified.

25. In Case They Forget… 25 We have added a page to our company intranet with tips, procedures and other helpful information for our users to use as reference. Our Sales group likes the procedures on creating cases and opportunities since it is not an every day activity for them.

26. 15 Minute BREAK 26 Get Food Network Check your messages

27. explore engage elevate September 18, 2014

28. exploreengage elevate Roundtable Discussion What do you hope to gain from CRMUG? What are some of your biggest issues with CRM that you would like help with? Such as Reporting Administration Move to 2013 Outlook Interface What are some of your successes that you could share with the group?

29. October 14-17, 2014 America’s Center – St. Louis, MO Pre-conference Training - Oct 13-14 Learning Experience Learning Focused, interactive sessions offer valuable content for all Microsoft Dynamics® CRM users, no matter your product version or experience level. Networking Experience Networking Benefit from the real-world expertise of others in your role, your industry, or with similar goals. Together Experience It Together There’s more to CRMUG Summit than one person can soak in alone - attend with your teammates and go home with actionable solutions and ideas! crmugsummit.com crmugsummit.com

30. Why I attend Summit 30 http://crmugsummit.comhttp://crmugsummit.com – Tony Stein video clip  Information on what is coming for CRM  MVP Q&A Sessions  Networking  Partner Showcases  Roundtable-like sessions

31. exploreengage elevate Next Meeting? Date: Time: Place: Topics: