1. See How a Global Church Uses Dynamics CRM
Microsoft 2016
11/9/2018 8:17 AM
BRK2177
See How a Global Church Uses Dynamics CRM
Sean O’Gwin and Jerame Larsen
LDS Church CRM Center of Excellence
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Our Customers – 23 Departments
Missionary IMOS Correspondence
Perpetual Education Fund
Student Loan Management
Self Reliance Groups
Welfare
Food Safety
Humanitarian Volunteers
Transient Services
Bishop’s 24 Hour Helpline
Family Services
Bishop’s Food Orderform
Church History
Church History Accessions
Church History WebCat
Church Security Dept
Special Projects
Strategic Relations
Priesthood Disability Services
Project Tracker
Thrasher Research Fund
Volunteer Network
Global Service Center Call Center
Public Affairs Opinion Leaders (OGC)
LDS Philanthropies Donations
ICS Workflow
Talent Network (HR)
AV Engineering (Temple Dept.)
Travel Dept
Global Visa Management Missionary
Global Visa Management GA
Mixed Workforce
Family Search (Family History)
LDS Tech
Church History
Welfare
Seminaries and Institutes
PSD/OCS Campaign System
Inspiration and News
LDS Connect Migration/Sunset
Church Education System
S&I Student Tracker
BYU Idaho
BYUI Pathway
BYUI Admission
BYUI Housing
BYUI Transcript Evaluation
BYUI University Relations
BYUI Student Relationship Management
BYUI Student Support
BYU Provo
Dept of Continuing Education
Bachelor of General Studies Office
Department of Continuing Education Campus Communications

3. Microsoft 2016
11/9/2018 8:17 AM
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. Common Data Sources CRM
LDS Account
CMIS
CDOL
MMS
EMX (MuleSoft)
Exchange Server
SQL Server
Dynamics CRM fits right into our enterprise stack enabling you to leverage more than just CRM for your business solutions.
CMIS: Leverage the new UMLU Web Services announced at SORT
CDOL: Leverage calling data to control workflows, security, etc.
LDS Account: Account profile data above and beyond CMIS/CDOL
MMS: Integrations are already in place leveraging the data from the missionary systems.
Exchange Server: Send/Receive, Track s directly within Exchange with CRM’s built-in integrations.
Database Applications: Various in-house MSSQL & Oracle apps.
MuleSoft: Leverage the EMX/API-M to integrate with other systems via web services.

5. Extensibility: Enterprise Integration (Common System Integrations)
Microsoft 2016
11/9/2018 8:17 AM
Extensibility: Enterprise Integration
(Common System Integrations)
CRM
LDS Account
FileNet
CRM Marketing
Outlook
SharePoint
Marketing Cloud
SMS
Qualtrics
Dynamics CRM fits right into our enterprise stack enabling you to leverage more than just CRM for our business solutions.
FileNet: Enterprise grade document management that is integrated so that it feels like it is natively part of CRM
LDS Account: Authentication & Authorization and beyond
Salesforce Marketing Cloud: Direct mail campaigns, manage communications, and understand marketing investment.
Outlook: Run and manage your application from where you’re already working, right inside of Outlook.
SMS: Send SMS messages leveraging our internal SMS web service
Qualtrics: Leverage the world's leading enterprise Survey platform
SharePoint: utilize extensive collaboration and document management features around CRM data, natively in CRM.
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6. You Know the What & How – Let’s Talk About Why
Microsoft 2016
11/9/2018 8:17 AM
You Know the What & How – Let’s Talk About Why
…as ye are desirous to come into the fold of God, and to be called his people, and are willing to bear one another’s burdens, that they may be light; Yea, and are willing to mourn with those that mourn; yea, and comfort those that stand in need of comfort, and to stand as witnesses of God at all times and in all things, and in all places that ye may be in…
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

7. Some of our notable CRM solutions
Microsoft 2016
11/9/2018 8:17 AM
Some of our notable CRM solutions
Perpetual Education Fund ( ~3000 users – 90 countries )
Educating the developing world
20,000 loans processed last year
Transitional Services Office ( < 100 – Utah )
Lifting down trodden and comforting those in need
Assisting 30K people annually in local communities
Seminaries and Institutes ( 70K users – approx. 180 countries )
Religious instruction for teens & young adults ( ages ~15 – 24 )
764K Students World Wide
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8. Some of our notable CRM solutions
Microsoft 2016
11/9/2018 8:17 AM
Some of our notable CRM solutions
Bishop’s Portal ( 120K users – North & South America EOY 2017 )
Feeding the Hungry
We’ll talk more to it
LDS Philanthropies ( < 1000 users – Global )
Bearing one another's burdens
Hundreds of causes being supported
Global Visa Management ( users – 160 countries )
Preaching the Gospel
Providing travel documents for 75,000 missionaries world wide
IMOS Correspondence ( users – 160 countries )
Administrative communications
Seamless Integration into an existing web based administrative portal
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9. Microsoft 2016
11/9/2018 8:17 AM
Demos
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

10. Bishops Storehouse Portal
Purpose: Attend to the temporal needs of the family
Digitization and integration project of CRM and AX
Roles based security and rights management
Users (3 – 4 users per congregation)
Initial Pilot ( 15k – 20k users )
Domestic rollout in Jan 2017 of 14,000 congregations ( 42k – 56k users )
Global rollout Q3 or Q of 30,000 congregations ( 90k – 120k users )
Mobile offline requirements
Developed on-premise, not online

11. IMOS Correspondence
Purpose: Facilitate communication Mission Headquarters to missionaries, their families and their ecclesiastical leaders.
Users 1,200 users in 418 mission offices to 75,000 missionaries and their families
Organizational Communication via
Communicating with missionaries’ Families via and letter

12. Lessons Learned & Pain Points Microsoft 2016 11/9/2018 8:17 AM
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

13. Lessons Learned & Pain Points
Don’t Over Customize
One of our solutions has more than 160 plugins
Configuration beats coding every time
Data Integrations / Data Migration
Building out the CRM application is the easy part.
Don’t use CRM!
Not everything is a good fit to be built on CRM

14. Lessons Learned & Pain Points
Incorrect assumptions moving into CRM Online
User management
Deployment admin role
Migration strategy
Understanding of CRM outside of our team
Key infrastructure players need to understand what CRM is, how it is being used, but most importantly, how it is affected by other aspects of the enterprise.
Identity management
Licensing
Tenant strategy
User provisioning and management

15. Microsoft 2016
11/9/2018 8:17 AM
Q & A
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

16. Free IT Pro resources To advance your career in cloud technology
Microsoft Ignite 2016
11/9/2018 8:17 AM
Free IT Pro resources To advance your career in cloud technology
Plan your career path
Microsoft IT Pro Career Center
Cloud role mapping
Expert advice on skills needed
Self-paced curriculum by cloud role
$300 Azure credits and extended trials
Pluralsight 3 month subscription (10 courses)
Phone support incident
Weekly short videos and insights from Microsoft’s leaders and engineers
Connect with community of peers and Microsoft experts
Get started with Azure
Microsoft IT Pro Cloud Essentials
Demos and how-to videos
Microsoft Mechanics
Connect with peers and experts
Microsoft Tech Community
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17. Please evaluate this session
11/9/2018 8:17 AM
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