1. Microsoft Dynamics CRM May 2015 Daniel Biener

2. Page 2 Introductions Who am I? Ask me anything. Who are you?

3. Page 3 Centene Corporation Our Mission: Centene will provide better health outcomes at lower costs. Our Purpose: Transforming the health of the community one person at a time by offering unique, cost-effective coverage solutions for low- income populations through locally based health plans and a wide range of specialty services..

4. Page 4 Centene Growth Fortune 500 – 2014 rank 251 Founded 1984 Centene works with over 4.4 million members across 23 states..

5. Page 5 Centene Dynamics CRM Stats Microsoft Dynamics 2011 - Early adopter Users - Thousands Members - Millions Activities - Dozens of millions Organizations – 5 Database –2 terabytes –~1 billion data rows 24 / 7 availability

6. Page 6 How we use CRM Used by agents at call centers across the county Record and track interactions with our members and providers Produce and track outbound campaigns Report on service levels System of record for member and provider activities

7. Page 7 How we implement CRM 5 Organizations –Service model –Rapid Application Development model Integrate with 10 major systems Highly customized –Custom entities –Plugins –Custom web pages embedded in iframes >100 integration jobs –SSIS –Windows services –Console apps Virtualized servers Thin clients

8. Page 8 CRM Customizations 1.What works well 2.Obstacles we have solved 3.Challenges we continue to work through

9. Page 9 What works well… Fast data modeling and implementation Flexible UI Simple integrate with multiple systems WCF service easy to work with

10. Page 10 Obstacles we have solved… Quick Search performance Reporting impact to database performance Async operations performance POA growth Faster integration using the CRM API (web service) Dynamic Assessments Real time data integration

11. Page 11 Challenges we continue to work through… Database Scalability Test driven development Automatic deployments Source control – merge solutions Deployment outages

12. Page 12 Questions Questions?

13. Page 13 Thank you Thank you!