FinDemo CRM 2016 Update 1 now available for download

Hello all, you can now download FinDemo CRM 2016 update 1 from the solutions page ( I will update DemoBuilder in due course but in the meantime you can provision a FinDemo template and apply the files over the top.

And you thought buying LinkedIn was big news!

The updates includes some bug fixes (like Security missing from the sitemap) and also some cool new features from Paul Mare on Client 360.

Hope you enjoy,


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Yammer Survivor Network

If you came to this site from the Observer / Guardian article then you can find more on the Yammer Survivor Network here or please contact the  Microsoft Disaster Response team: Their twitter page is here: @msftresponse.



Client360 Update for CRM 2015 Update 1

Please find the latest version of Client360 below, this resolves many of the issues that some of you reported recently with the solution and CRM2015 Update 1. Please also note that you may want to turn off turbo forms if you are still having problems with FinDemo / Client360.


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Microsoft Dynamics Contoso Insurance Video

On my last post I shared the video that Kevin made on natural user interaction, today I want to share another video he made with another colleague of mine Mark Robertson. The video will be placed on the official Microsoft YouTube channel very soon so you can show it to your customers, as soon as it is available (in the next few days) I will let you know via Twitter. In the meantime I want to give you sneak peak here first! There will more videos to follow.

*Update* The video is now in youtube (embedded below)

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Microsoft Dynamics CRM Online & Kinect Natural User Interaction Demo

At the partner event in March, we showed you a pretty exciting demo about the power of CRM Online as a platform, and how people might interact with business systems in the future. Those of you that attended the demo but where sceptical when I said we would make the code available to you, well here it is! Look for Kevin Hughes blog for the code. Amazing effort by Kevin and look out for much more from Kevin and the UK Team! Enjoy!



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A brief history of Microsoft CRM

Thank you to everyone for the great feedback and interest on my last post on Business Value Realisation. I’ll be adding more on this topic in due course.

For this week I wanted to share with you a presentation I did just recently for a partner event. Firstly I would like to thank Jukka Nirrranen for giving me permission to use his screenshots from an article he wrote back in 2013. I took his screenshots and turned it into a presentation to highlight the rate of innovation that we are seeing in the Microsoft CRM Platform, particularly in recent years. I certainly had a lot of fun putting it together although I did make me feel really old!

A brief history of Microsoft CRM

A brief history of Microsoft CRM

Please note that the dates are not official dates from Microsoft but I think they are quite accurate.

I have recorded the key points of the presentation below using office mix. I have cut out the final part of the presentation and demo as I am keeping this as a surprise for a future post. Trust me it something I think this is something you will like 🙂

It was a great venue, see below:

The PowerPoint presentation is below, you will need to watch this is presentation mode for it to work as there are builds.

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Business value and economic benefits with Microsoft Dynamics

One of the most satisfying parts of my job is going back to an implementation after the licences have been purchased and the software implemented to review the success of the project. The success of our customers is paramount to everyone at Microsoft and we are all incentivised to make sure that our customers use our services and that they achieve the maximum business benefits.

Seeing how our customers implement our business applications in less time and at half the cost (on average based on a study from a 3rd party – more on this later) is something to be proud of but really getting under the hood and seeing the ROI and business metrics really makes you realise how we are able to help our customers transform their businesses.



I put the slide above as an example of how we can communicate the value we can bring to our customers based on real case studies from existing implementations. I have grouped Return on investment stats with economic benefits aligned to typical use cases and workloads. This is really a small snapshot and I will add to this in the future. I can’t share the customer names right now but I am seeking permission to do so and hope to get this soon. However some of these stats with customer names are available on my case study post.

Multichannel client lifecycle management & single client view

  • Reduce cost of mistake – avoid fines
  • Lower cost of sales
  • Higher net profitability of customer
  • Increase product penetration per customer
  • Productivity savings of 16 man-hours per month
  • Increased call handling by 50%
  • Contributions per customer increased 85%

Client service management & complaints handling

  • Increased customer service productivity. Save staff costs
  • Lower cost of service per customer
  • Reduce cost of mistake – avoid fines
  • Reduce customer churn
  • -80% in customer escalations, -25% customer complains,
  • -22% of cost per incident.
  • 15% increase in Csat & rising to #2 in the rank for customer service

Call / Contact Centre

  • Winner European Contact Centre of the Year and UK Customer Experience of the Year
  • First Call Resolution (FCR) rate has improved from 77 to 93%
  • Complaints has dropped from more than 600 to just 44 over 18 months.
  • 95 % Customer satisfaction rating
  • 55% of calls within 20 seconds and their abandon rate is under 2%.
  • In the first 24 days, operators served 117 thousand depositors, plus 30,000 customers who used the self-service feature on the web portal.
  • Reduces Customer Support Call Times by 50 Percent
  • 18000 Help-Desk requests per month
  • 75% via self-service (300% increase)
  • analysts handle 15% more support tickets
  • 80% less costs than competitors
  • 2.5M calls/month to 3,000 CC agents

Client account planning

  • Increase client portfolio value
  • Increase forecasting capability & revenue per client
  • Increase deal size
  • Migration of customers to higher value segments takes on average 20% less time
  • Increased cross selling by 20%

Client & product on boarding

  • Reduce time to value
  • Reduce cost of mistakes – avoid fines
    Reduce customer churn
  • Reduce cost of lower value transactions
  • Increase employee productivity
  • Call centre productivity by 30%, online subscriptions 75% faster
  • Reduce quote time by 30%
  • Reduces time to approve loans by 80%

Deal teams, collaboration & sales productivity

  • Reduce cost of mistake – avoid fines
  • Reduce time to value and sales lifecycle
  • Increase user productivity
  • Increased sales productivity of 25%
  • Acceleration of sales conversion cycle by 50 percent
  • Reduction of proposals by 10%

Mobile and app development

  • Lower costs and effort to customize the solution
  • Ease of integration with other business technology systems, improving process efficiencies
  • 243% ROI in 4.1 months
  • 4 month implementation

Integrated marketing automation

  • Marketing cost savings due to more real-time insights and analytics
  • Increased campaign ROI and reduction in customer complaints through more targeted campaigns
  • cost savings of more than $200,000 (risk-adjusted over three years


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