1. Microsoft Dynamics 365 Intelligent Business Applications
Microsoft Envision
9/16/2018 7:32 PM
Microsoft Dynamics 365 Intelligent Business Applications
Speaker name
Title
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2. Industries in Transition
We have seen more change in retail in the last decade than we have in the past hundred years.
And this isn’t just Amazon.
We see change in even the smallest of retailers, where customers are demanding a higher level of personalization and a seamless experience across channels.
New business models and customer demands are changing the structure of nearly every industry.
We see:
The auto industry disrupted by self-driving technologies
A public sector transformed by the power of big data analytics
And healthcare redefined by new forms of patient engagement
T: At the center of this transformation are customers.
Manufacturing
Financial Services
Retail
Health
Education
Government

3. Digital Transformation
Engage customers
Empower employees
Optimize operations
Transform products
Industries don't transform themselves.
It's the companies that have to transform for the industry to transform.
It’s the business processes of those companies that need to transform.
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. Software + data drive digital transformation
Engage customers
Empower employees
Optimize operations
Transform products
We don't talk about business transformation or industry transformation.
We talk about digital transformation
Technology, the digital part is what's driving this industrial or business transformation.
It's at the core of every one of these disruptions.
Software + data drive digital transformation

5. MODERN UNIFIED INTELLIGENT ADAPTABLE
Dynamics 365 is our business application offering that allows you, our customers, to go on your digital transformation journey.
It's our set of packaged solutions across marketing, sales, service, operations, finance, talent -- that modernize and transform these processes to allow you to go on your journey.
We're going to talk today about sort of what makes Dynamics 365 special, what makes it different, why it's not the same old same old business applications. And there are four characteristics that we'll sort of hit on in a stepwise manner.
They're modern, unified, intelligent, and adaptable. And so let's click through each one of those and talk about what we mean when we say those words.

6. Dynamics 365 CRM ERP Sales Finance Marketing Talent Service Operations
From a modern perspective, to sort of get where we are, let's talk about where we've been and how we got here.
Business applications over the years have evolved to these two mega suites, CRM and ERP, front office engage your customers, back office operate your business.
Never think of my business in disparate terms
We think about our business holistically instead of in these silos.
First thing that we did with Dynamics 365 was to bring together CRM and ERP assets into a unified set of services.
The second thing we did was to disaggregate it into individually adoptable services
Our goal is to meet you where you are, to give you the tools that you need to pick off your high value opportunities.
To change the way that you do retail, to change the way that your products communicate back and give you insight into the activities and needs of your users.
And so for each of these -- marketing, sales, service, operations, finance, and talent -- we have a collection of offerings that provide you with options for getting started.
All of these things work together.
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

7. MODERN UNIFIED INTELLIGENT ADAPTABLE
And at the end of the day, it's data that makes the unification possible.

8. Microsoft Worldwide Partner Conference 2016
9/16/2018 7:32 PM
Unified processes and data: Dynamics 365
Forecast
Equipment maintenance
Accounts
Opportunities
Service requests
Orders
Support case
Shipments
Azure
Beneath Dynamics 365 is our common data model – connecting business data in a well-structured form that facilitates reasoning over it - But it’s not just your business application data
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9. Microsoft Worldwide Partner Conference 2016
9/16/2018 7:32 PM
Unified processes and data: Dynamics Office 365
Meetings
Documents
Calendar
Tasks
Message
People
Storage
Forecast
Equipment maintenance
Accounts
Service requests
Orders
Support case
Shipments
But it's not just Dynamics Office 365 data is also in and related to your structured business process data.
So your unstructured communication, collaboration, creativity, processes also relate into the structured business process data.
You can understand how many meetings did you have with this particular opportunity that you're managing in the sales module.
Opportunities
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

10. Microsoft Worldwide Partner Conference 2016
9/16/2018 7:32 PM
Unified processes and data: Dynamics Office LinkedIn
Relationships
Skills
Professional contacts
Job History
Talent
Meetings
Documents
Calendar
Tasks
Message
People
Storage
Forecast
Equipment maintenance
Accounts
Service requests
Orders
Support case
Shipments
But it doesn't stop with your data.
LinkedIn, is part of Microsoft, we also pull that data into this connected underlying data substrate.
So now you're bringing signal not from your proprietary systems, but from the social network, understanding that this open opportunity is actually someone that knows someone that you know.
Opportunities
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11. Microsoft Worldwide Partner Conference 2016
9/16/2018 7:32 PM
Unified processes and data: Dynamics Office LinkedIn + Partner Solutions
Relationships
Skills
Professional contacts
Job History
Talent
Meetings
Documents
Calendar
Tasks
Message
People
Storage
Patients
Skills
Professional contacts
Job History
Merchandise
Trade promotion
Planograms
Device Data
Forecast
Equipment maintenance
Accounts
Service requests
Orders
Support case
Shipments
And this is an open platform
And so bringing in all of our partners, all of our systems, allowing this data to collect in order to create intelligence, ultimately, and then value as delivered through digitally transformed business processes.
Opportunities
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

12. MODERN UNIFIED INTELLIGENT ADAPTABLE This brings us to "intelligent."
Data in a vacuum is data in a vacuum. You can have lots of data, but if you don't do something with it, if you don't get value out of it,

13. Microsoft Worldwide Partner Conference 2016
9/16/2018 7:32 PM
Unified processes and data
Intelligent
Relationships
Skills
Professional contacts
Job History
Talent
Meetings
Documents
Calendar
Tasks
Message
People
Storage
Patients
Skills
Professional contacts
Job History
Merchandise
Trade promotion
Planograms
Device Data
Forecast
Equipment maintenance
Accounts
Service requests
Orders
Support case
Shipments
We have for decades spent billions of dollars to create what we believe is the world's most advanced machine learning, artificial intelligence, cognitive computing capabilities that we've perfected across our own first-party applications -- Bing, Xbox, Xbox Live, Office, Dynamics -- all benefit from this rich set of investments, but really if you kind of go back down to it or get beneath the technology, the machine learning cognitive technology, it's the data that makes it unique.
So the power of intelligence, the power of AI and machine learning meets the world's most complete data estate, which is the fuel, ultimately, for intelligence and for learning.
Reasoning
Insights
Action
Opportunities
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

14. MODERN UNIFIED INTELLIGENT ADAPTABLE
Finally, adaptable. So we use business applications because it's the fastest path to digital transformation. If you can find an app that works, you don't have to write software, you should use it, right? That is the way to move quickly.
No application is ever just what you need it to be. It's never exactly a fit for your business processes, and the minute it is, the next minute it's not, right, because something changes in your environment, you've got to adapt your applications, which embody your business processes ultimately.

15. Thousands of apps and ISV’s
Microsoft AppSource
Thousands of apps and ISV’s
+2700 apps
+1400 ISV’s
With Dynamics 365, we believe, has the most complete, unified -- the most depth from a platform perspective to allow you to make our applications what you need them to be for you. And that starts with our partner ecosystem.
We have thousands of partners delivering thousands of applications atop the Microsoft Cloud infrastructure, alongside Dynamics, alongside Office, making specific to your industry, for example, a field service solution.

16. Microsoft Worldwide Partner Conference 2016
9/16/2018 7:32 PM
Business application platform
Relationships
Skills
Professional contacts
Job History
Talent
Meetings
Documents
Calendar
Tasks
Message
People
Storage
Patients
Skills
Professional contacts
Job History
Merchandise
Trade promotion
Planograms
Device Data
Forecast
Equipment maintenance
Accounts
Service requests
Orders
Support case
Shipments
MEASURE
ACT
AUTOMATE
Power BI
PowerApps
Microsoft Flow
Sometimes you need a specific solution that's just for you. And in the past, getting sort of custom-built software that's very specific to your unique business process where there's not an app for that has been expensive, risky, and many people avoid it altogether.
And with Dynamics 365, we have a business application platform that consists of Power BI, PowerApps, Microsoft Flow, on the same data substrate that allows you to add even more value, to tune our applications, or to create new applications atop that same data and alongside those packaged business processes.
Opportunities
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17. MODERN UNIFIED INTELLIGENT ADAPTABLE
And so that's the overview on the ingredients or the essence, if you will, of Dynamics Modern, unified, intelligent, and adaptable.

18. Showcase scenarios Retail experiences Relationship sales
Switch gears now and we're going to look at some specific scenarios.
Relationship
sales
Intelligent customer service
Proactive
field service
Retail
experiences
Unique business processes

19. Relationship sales Before After What are my most qualified prospects?
What leads am I getting?
What are my most qualified prospects?
So let's talk about sales. CRM historically, you know, people call it a "system of oppression."
You've got sales management that forces the field sellers to fill in their things so you can get pipeline reports and better manage your sales. People hate these systems. And they don't want to use them. They get made to use them and they resent it.
What if you could take data, you could take intelligence, and you could turn these systems of oppression into systems of empowerment?
If you could give sales people insight into how marketing campaigns are going and what's my next best action?
How can I find someone out of my network or my friends' networks to help me move down the path of closed with a higher probability?
How can you fundamentally reimagine the process of selling in a world where you've got all of this information available to you and you can intelligently leverage it and inject it into your business processes?
How do I get my prospect to respond?
Who can get me a warm introduction?
What opportunities are in my pipeline?
Which opportunities need my attention?

20. Relationship sales
For example, at Microsoft, we use Dynamics 365 to enable the largest enterprise technology salesforce in the world to sell more effectively.
Historically, our sellers had to used CRM to record their deals and pipeline. Sellers were hunting for their own leads, did not have context into the decision makers within prospective customers.
Today, with Dynamics Office 365 and LinkedIn our sellers are guided to the next best step – they get cross sell recommendations, they have better insight into relationship health. They are generating qualified leads, they know who the right contacts are at prospective customers so they can close the deal.

21. Showcase scenarios Retail experiences Relationship sales
Lets look at customer service
Relationship
sales
Intelligent customer service
Proactive
field service
Retail
experiences
Unique business processes

22. Intelligent customer service
Before
After
How do I automate to resolve complex issues?
How many agents do I need to meet SLAs?
Now here again, you know, traditionally, the approach has been customer finally can't solve their problem to the point that they call you and you've got to deal with them and how do you have enough people to deal with that? What's the capacity planning model for support?
We're moving with intelligent applications from that very reactive model to an incredibly proactive model where I can predict before a customer is dissatisfied that they're going to be dissatisfied based on, for example, telemetry coming back from products.
I can head them off before it becomes a problem, which is good for me because it reduces my load, but it's certainly good for the customer because you get proactive and they feel like they're being taken care of.
How do I proactively identify and help avoid issues?
How many cases do my agents resolve?
How long are my wait times?
How do I quickly get issues resolved?

23. Intelligent customer service
So lets look at scenario and how HP is using Dynamics 365 brings together the power of our AI platform, data and business processes together to help them reimagine their customer service process with virtual agent for customers, an intelligent assistant for support staff and conversation management tools.
Lets roll the video.

24. Showcase scenarios Retail experiences Relationship sales
Lets move to field service.
Relationship
sales
Intelligent customer service
Proactive
field service
Retail
experiences
Unique business processes

25. Proactive field service
Before
After
Who is available for this service call?
Who is best equipped to handle this call?
If you think about the way it has always been, you know, it was about scheduling, who are the people that I have, do I have the right books, service manuals in my vehicle in order to go run out and do this repair work?
We're moving now into a world where, again, sort of the reactive/proactive where we can detect an impending problem, and we saw that earlier and we'll see it again here in a minute.
And this is -- I actually -- I've spent a lot of time on this particular topic because I just find it fascinating, but there are -- it's amazing, the sensors that you can place on machinery that can detect vibration patterns and have learned based on the vibrations when things are going wrong, kind of what the problem is -- it's really amazing.
And so taking that data and using it with these machine learning models to predict and get in front of problems before they actually become problems is part of this scenario as well, and so Heather is going to take us through Proactive Field Service.
Where is my service manual?
Show me how I fix the equipment?
How many tickets did I close?
How many issues did I prevent?

26. Proactive field service
One of the leading companies in field service is Grundfos.
Grundfos is a water pump manufacturer based in Denmark with over 18,000 employees globally.
Using IoT and the cloud, Grundfos has developed an innovative solution that is transforming the water industry while growing their business significantly.
Lets see what they are doing. Play video.

27. Showcase scenarios Retail experiences Relationship sales
Lets look at what we are doing in the retail space.
Relationship
sales
Intelligent customer service
Proactive
field service
Retail
experiences
Unique business processes

28. Retail experiences Before After Which customers purchased last month?
Who are my most important customers?
In today’s world, you can buy anything online.
Microsoft Dynamics 365 for Retail enables retailers to streamline their businesses and to focus on those customers that matter most.   
Michael Hill is a great example of such a retailer.
What promotions did I run in May?
How should I personalize this experience?
What were my stock outages last week?
What inventory will I need next month?

29. Retail experiences
Michael Hill is a vertically integrated jewelry retailer, with manufacturing, distribution, and complex supply chains reaching around the globe.
Michael Hill’s vision is to make sure every customer experience is personalized.   
Lets see how they’ve used technology to realize this vision.

30. Showcase scenarios Retail experiences Relationship sales
Now while we have fantastic, world-class, off-the-shelf business applications in Office 365 and Dynamics 365
It's often that the most important application for you, for your business, is the one that no one will have available.
You know? That very bespoke application that automates the process that you used to run on pen and paper and sticky notes and whiteboards is the one that really makes you special, and yet because it's sort of a market of one, no ISV community emerges, and so you've got to go write an application.
Frequently, you just can't afford to do that. You can't take the risk, you don't have the skills, you don't have the capabilities.
This platform allows our customers and our partners to go start knocking down the millions of applications that never existed that should exist if you're truly going to digitally transform your business.
Let me give you an example of IPS
Relationship
sales
Intelligent customer service
Proactive
field service
Retail
experiences
Unique business processes

31. IPS, they're independent today, they used to be a Borg Warner subsidiary.
The company's been around since 1903.
And so they've been in and out being a subsidiary of larger enterprises.
Take electric motors and generators, and they repair them, and they inspect them. They disassemble, inspect, check tolerances, do sort of the required repair steps, they document all that, and they get that back to their customers.
Now, this is a company that's been around since 1903 in one form or another, so they have one of just about everything from an app perspective. They certainly have ERP, they have CRM, they have all those pieces that allow them to do the broadly horizontal things they must do, keep track of inventory parts, shipping and receiving, the standard stuff.

32. 9/16/2018 7:32 PM
But what they didn't have was an application to run their core business process. This is how they repair motors.
They had a board with sticky notes.
They had clipboards with pieces of paper that they would take off the wall when motors showed up, and they'd walk through a process.
They had calculators they'd use.
They have digital cameras that they would use to document the work that they were doing.
And all of that was error prone. Guys would make mistakes when they were doing measurements, and it was time consuming.
Someone had to take all of those assets and create a PDF that eventually went back with the motor to the person who sent it in for repair.
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

33. Microsoft Worldwide Partner Conference 2016
9/16/2018 7:32 PM
Industrial Electric Motor Repair
Integrated Power Services
Power Apps for the first time in over a century this company has been able to automate their core business process as a result of this power platform.
They built this application that runs on a tablet that allows -- by the way, integrated with their ERP and CRM systems, so it's not a disconnected island here, it's part of the fabric.
They know when the motor is coming and what it is. They meet it at the dock. They walk it through the process.
The right forms are brought up, knowing what parts are available in inventory.
They take photos of the repair process right there in the app using the tablet. And the PDF that goes back with this thing is auto-generated.
So they took a whiteboard, sticky note, clipboard, digital camera, calculator process, and turned it into a digitally transformed process.
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

34. MODERN UNIFIED INTELLIGENT ADAPTABLE
Modern, unified, intelligent, adaptive, sort of the core properties that make Dynamics what it is. It's the fastest path to digital transformation. If you can find an app that helps you digitally transform, use it.

35. Your fastest path to digital transformation
And Dynamics 365, we believe, is the best starting point, regardless of where you are on your journey for digital transformation.

36. Thank you