Hello all, you can now download FinDemo CRM 2016 update 1 from the solutions page (http://aka.ms/findemo). 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.
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.
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.
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!
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
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 🙂
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
Happy new year all! I have a few posts lined up for the start of the year and I will also be releasing FinDemo for CRM 2015 in the next few weeks (also available on Demo Builder). So keep an eye on the blog and my twitter feed for more news on these.
This week I want to share some ideas that my team have been working on, in particular some great work by Justin Moor.
At Microsoft we often talk about the great value we can bring as “One Microsoft”, that is to say the way Dynamics leverages all the different services Microsoft offer and how we bring these together in a really useful way to business users. With the acquisitions we have made as part of the Dynamics Business (Dynamics Marketing aka Marketing Pilot, Microsoft Social Listening aka Netbreeze and Parature Customer Service) we also now also talk about “One Dynamics” the way that the different Dynamics applications and services come together to enable organisations to manage their entire customer lifecycle.
The two presentations below are part of how we tell this story.
Below are two PowerPoint documents that you can download and use for your own use. Please be aware that there are number of transitions in these documents so you need to see these in presentation mode to view them properly. I have recorded them as videos so you can see what this looks like.
There is much more work going on with these documents so I’ll post more shortly but if you have any comments or feedback that would be greatly appreciated.
PS I used Office Mix to record these demos and I highly recommend this as a tool!
“One Microsoft” presentation recorded as a video (no audio – that will come sometime soon):
“One Dynamics” presentation recorded as a video(no audio – that will come sometime soon):
“One Microsoft” presentation – please download as a copy and view in presentation mode:
“One Dynamics” presentation – please download as a copy and view in presentation mode:
Like my earlier posts on Customer Service (Parature) and Dynamics Marketing, two of my colleagues Gina Timm and Jessica love have put together some great content and links that provide a wealth of information on our products. Below is a quick summary to get you started on Microsoft Social Listening .
Analyse social data in an easy-to-navigate user interface.
Listen to brands, products, or topics on Twitter, Facebook, YouTube, and blogs.
Use sentiment analysis to find out the public perception of a topic.
See how to identify and connect with the most influential users.
Learn how to stay on top of information with dedicated email alerts
Thank you to all of you that came and watched the presentation last week. About two thirds of the way in just as I was about to start showing the main climax of the demo (single customer view / business process / timeline) my browser crashed and I was unable to show it! I quickly moved on and dived into the tablet section instead, fortunately I think most people didn’t notice!
You can get the solution from my solutions section (Financial Service Core Demo Pack), Below I have included a click-though presentation of the actual demo:.