Last week my team and I put together a Webinar on the topic of Mobile CRM and Tablet Experiences for Financial Services Institutions. You can view a recording of the webinar online here.  Below are the slides and notes that we presented at the event. At the end you can also see a backstage picture of the setup we had.

The key messages we wanted to get across about Microsoft Dynamics CRM were that it provides :

1. A single platform, for many users with many uses on many devices
2. Experiences that delight users by providing the right applications, within the right context on the right device
3. Out of the box, process tailored and role based applications that can be customised for your specific needs

Microsoft is making massive investments on mobile CRM and this was a chance to talk about what is available today, what is coming later this year and also dispel some of the myths. As you can see below we divided the session into 3 main categories:

1. Microsoft mobile and tablet experiences
2. Partner mobile and tablet experiences
3. Build your own mobile and tablet experiences

We had a very tight schedule on the webinar  so we had to limit ourselves to a maximum of six demos. This was frustrating because we have so much more to show you! If your interested in finding out more then please get in touch. I want to take this opportunity to confirm that today Microsoft Dynamics CRM is available on the following devices:

• iPad
• iPhone
• Android Phone and Tablets
• Blackberry
• Windows Phones
• Windows 8 & Windows RT
• Microsoft Surface

Mobile and Tablet Experiences for Financial Services Institutions

Introduction

Introduction
At the Gartner event we talked about the Nexus of four forces, social, mobility, cloud and big data. Today we are going to talk about a topic that we hear about almost every day and that is Mobile.
Platform
A good Mobile strategy is one that put the Mobile experience in the context of the business, the user and the role that need to be performed. Business needs a to platform to support this. One platform for multiple users, for multiple uses, multiple devices. Businesses need the agility to reflect the rapid changes of mobile uses not just in terms of strategy but also in terms of devices, two years is too long to stay on one device.
Innovate
Every company is different with different process. In a fast moving world , you also need to be able to be flexible. Organisations are looking to innovate through these mobile experiences. For example , Advisors are walking in with the investor portfolio and showing in real-time the impact for changing their portfolio mandate,. Branches are looking to give meeter greater the information that they need to have a more informed and personal relationship in the branch.
Innovation of processes is slow and complex, as the innovation of back, so organisations are looking to innovate through mobile because this is a mediums that is understood and very much in front of the customer.
Repeat and reuse
Multiple roles, but a single platform means that you can use the same system for different use cases, different uses. This re-use means that you can deliver tailored specific applications quicker and more cost effectively. This can span the front and back office
Specific role based applications
Gone are the days of one large behemoth of CRM – No more one application does all. These applications deliver Specific scenarios. It is about CRM in context. So that the Advisors has an experience that is tailored to his role, where as greeters will have a very different experiences. All on the same platform, same data. It is about apps not software. Apps deliver specific scenarios of value. Think about your smartphone.

Mobility in Financial Services

10+ years ago IT and innovation was multi channel. Outlook , Web, Telephone
10+ years ago, banks built self-service channels to reduce cost (e.g telephone banking and web portal self-service, they lost the one on one and personal interaction.) They built these multi-channel capabilities but they were siloed.
The UK’s biggest banks have chosen Dynamics as their platform, a single platform to provide a variety of functions.
In the past for them it was not about the customer experience. Now it is a better customer experience, customers now have a voice and more choice. It no longer about more customers it is about more profitable customers and that means we need to build loyalty. Examples of these changes are:
Retail banks building flagship branches and encouraging their customers back into the branch.
Relationship Managers & Advisors visiting clients and they need detailed client information when they are on the road. Clients expect them to be fully informed.
Senior Managers want management information, business intelligence on tablet devices.
Mobility now affects our day-to-day work, with more and more employees using tablets at their desks, attending meetings and using them to take notes. They want experiences and devices that enable to consume and create content wherever they are.

Dynamics CRM Value as a platform

Integration Layer for CRM – back office systems across mobile devices
CRM is being used as the integration later for back office systems and becomes the single point of entry for the users.
Dynamics provided a mobile framework
Dynamics gives you the tools to build these applications from a framework rather than from scratch.
Dynamics is becoming the authoritative source of customer data
In many cases Dynamics CRM may not be the golden source of data, but it is the authoritative source of customer information. It is where users go with confidence to get client information. Why build separate applications and lose the confidence of data. Our customers are being driven by regulatory change and not only providing a better experience for customer but they need to be better informed and not miss sell products, We are seeing our customer use dynamics as this authoritative source, even if the data is from back office system, users are going to dynamics for this source.
Auditing, Security, Point & Click Administration, Integration Capability, Cross Device
Microsoft Dynamics CRM provides the underlying platform, security, and administration allowing you to focus on the business and the information that your users need.

Demonstrations

Today’s demo has been divided into three categories:

1. Mobile and Tablet experiences that Microsoft will be delivering
2. Mobile and Tablet experiences that Partners will be delivering
3. Examples of build your own Mobile and Tablet experiences on the Microsoft Dynamics Platform but available on multiple devices

Microsoft: Browser Client for iPad

iPad client available today for CRM Online customers, availability for on premise is coming later in 2013.

Microsoft: Mobile Client Application

Example of the sort of touch experiences Microsoft will be shipping in the future. The first examples of which will be available later in 2013

Partner: Resco Mobile CRM

Resco Mobile CRM provides comprehensive CRM functionality  is available today (free and paid version) on multiple devices (iPhone, iPad, Windows 8, Windows Phone, Android, etc)

Partner: Sonoma Partner EZ Opp

Sonoma EZ Opp is a role specific application and is available today (free) for windows 8 devices

Build Your Own: SureCover Broker

Build Your Own: Retail Branch

Summary

• Proactive, intelligent software makes complex tasks simple
• Work where you want on any device
• Out of the box or build you own
• Innovate Applications that deliver specific scenarios of value
• Bring back personal element
• Dynamics as a platform One platform for multiple users, for multiple uses, multiple devices
• Informs, guides and delights users Right experience Right context Right device

Backstage at the Webinar

We had an interesting set up:

• 1 iPad
• 2 Surface’s
• 1 iPhone
• 2 Windows 8 Phones
• 2 Laptops
• 1 PC
• 3 Monitors
• 1 Video Mixer

• We used my laptop to present the PowerPoint presentation.
• We used Simon’s laptop connected to the webcam pointed to the tablet devices (you can see the webcam attached to the mike stand on the left).
• Both laptops then connected to the Video Mixer (you can see the mixer just below the 2 monitors).
• The video mixer was then feeding the PC in the rig which is PC that was running Lync (OCS) to broadcast the Webinar to the attendees.

This posting is provided “AS IS” with no warranties, and confers no rights.

Next time on Mark Margolis’s Blog: A CRM Timeline Component