AP107 Customer Care Accelerator

2. AP107 Customer Care Accelerator Ross Dembecki / Lead Product Manager Brad Beumer / Global Solution Architect

3. Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems AP029: Selling Dynamics CRM: The sales productivity proof points AP049: Microsoft Dynamics 2011 and the Cloud AP107: Customer Care Accelerator AP115: xRM Framework: A Faster Way to Build Business Applications

4. GARTNER – Service Figure 1: Magic Quadrant for CRM Customer Service Contact Centers “The user interface is intuitive and appeals to broad audiences familiar with the look and feel of Microsoft's applications.” ~ Michael Maoz

5. Global Customer Success in Customer Service Mid-size Companies Large Enterprises Small Businesses

6. Why Invest in Customer Service in a Tough Economy? • Maximise the valueof every existing customer relationship • Retain customers and market share • Deliver full visibilityinto customer-facing processes

7. Service & Customer Experience 80% of top firms believe they offer customers a “Superior Experience” Only 8% of their customers said these companies provided a “Superior Experience” Bain & Company study, 2008

8. Better Customer Service Drives Company Value “…companies with high customer satisfaction scores …produced higher stock returns, and their stock values and cash flows have been less volatile.” Harvard Business Review, 2007

9. Drivers for Improved Customer Experience • B2B vs. B2C • Easy vs. Complex • Urgent vs. Whenever Contextual Service Agent Productivity Self-Service / Community 3 Key Priorities for Customer Service • Hype Conversion • Involve your best people - customers • Less is More • Reduce complexity • How much training is required?

10. Contextual Service Complex Simple Casual Urgent

11. Agent Productivity • Agent churn is a reality – worldwide • Technology is the only solution • Technology needs to be familiar, user-friendly and yet powerful

12. Maccabi: Serving the Healthcare Needs of Israel’s Citizens • 2nd largest public/private, comprehensive healthcare organisation in Israel • Serves 25% of the population of Israel • Administers for 9,000 doctors and other caregivers across the country • 160 clinics and medical centres • 24x7 Medical and Admin Contact centre • 1,000+ users of Dynamics CRM contact centre system

13. Involving the Community • Social Media (e.g. Twitter) has its uses… • Moderated forums are excellent way to provide service (cheaply) and support the brand • Ask how this improves both experience and economics? The New York Times, 2009

14. Using Community to Report Graffiti • Queensland council with 1,000 employees providing host of services to large area • Incident Management is a important community service provided by the council • Graffiti Management was first step • Involves community in virtuous cycle… • Modest investment that involves community and provides backbone for other incidents • Systems like this do not work without participation from community

15. Customer Care Accelerator for Microsoft Dynamics CRM

16. What Can CCA Do? Unify agent experience Simplify and speed CTI integration Automate and streamline customer care activities and processes Audit, track and report on activities and performance Simplify cross system implementations through centralised management Unify Improve Integrated Agent Desktop CentralisedManagement Auditing & Reporting CTI Integration UI Task Automation Measure Integrate Streamline

17. Demonstration

18. Auditing & Reporting Audit and report on customer care activities Audit agent activity within each customer interaction to track efficiency and adherence to best practices. Provide visibility into agent activities using templates and custom reports. Measure performanceand identify and prioritize opportunities for improvement.

19. Integrated Agent Desktop Enable user-interface integration Aggregate information from various systems into an integrated agent desktop. Provide context-based access to applications and capabilities. Automate manual data entry tasks and reduce the need to switch between applications. Simplify creation of an integrated agent desktop with code samples and controls.

20. Improved Customer Experience Delight customers with fast and accurate service Improve first call resolution by consolidating applications in a single desktop and giving agents access to the right information at the right time Minimize agent effort and errors by removing the need to manually copy information between applications with UI automation. Delight customers by giving agents access to tools to automate UI page flow and enable consistent, superior customer experiences.

21. Computer Telephony Integration Facilitate computer telephony integration, chat and email Dynamically deliver customer information from telephony systems to agent desktops through pop-up windows. Speed and simplify integration of CTI systems with code samples and development tools. Provide interfaces for chat and email . Simplify lookup of customer information from back-end databases and existing systems.

22. Session Management Handle multiple customer sessions across multiple channels Give agents the ability to handle multiple customer interactions across multiple channels at once without losing their place. Move customer interactions between agents and experts without requiring customers to repeat information. Provide complete visibility into the history of all customer interaction sessions.

23. Centralised Management Centrally manage and configure applications Manage configuration of the agent desktop through a central, Web-based console. Update configurations easily when business needs change or applications are added. Reduce costs by taking a unified approach to application user interface consolidation.

24. Evolution of the Customer ExperienceCCA Innovation Journey Customer Care Accelerator (CCA) for Microsoft Dynamics CRM • SOA Advanced Application • Block (SAAB) • Microsoft platform advances in SOA

25. CCARelease 2.0 (2011) • Built-on Microsoft Dynamics CRM 2011 and will focus on three themes: • Release scheduled just after CRM 2011 On-Premises RTM

26. Global Customers

27. Barclays Project Mission: Improve Customer Care Customer Business Challenge Solution Customer Results/Benefits • Manual system of e-mail, spreadsheets, and paper files often stretched resolution times • Lacked the tools to collate, track, and report meaningful data • No Structured process to handle sales lead • Microsoft Dynamics CRM was selected because: easy to use, learn, and integrate • Microsoft Gold Certified partner –Tradesoftimplemented the solution in the bank call centre, branches, & sales centre • 80% decrease in escalations • 25% drop in customer complaints • 22% decline in costs • 15% increase in customer satisfaction scores • Recently given a top Customer Service ranking

28. North American Health Plan Operator Recent Win: Create a Single Member View & MDM Customer Business Challenge Solution Customer Results/Benefits • Manages several state level contracts to deliver member health services • The new system has to provide a single sources of data, quickly achieve high adoption levels, meet HIPPA requirements in new state contracts, and reduce administrative costs associated with sales and marketing • 1000 agents • Microsoft and Avanade are teaming to deliver a solution based on Microsoft Dynamics CRM with the Customer Care Accelerator to meet customer’s challenges • Solution will manage customer relationships, cases, campaigns, leads, and opportunities. • Will deliver: • Single view for managing member e-mail, appointments, tasks, and contacts • Increase employee efficiency and reduce costs • Maximize the usability and convenience of their investment in tools and technology

29. Customers in Australia and New Zealand • 2 of the 4 Major Australian Banks • Contact Centre & Operations • Bringing together disparate systems • SOA is the long-term strategy and CCA is providing an integration tool for legacy applications and Web services • Recent Win: Public Sector • 800 citizen service agents

30. How Do I Get There? • Analysenew customer care areas where CCA can provide benefits • New brands • New channels • Quarterly Releases • Extend automations • Unified customer touch points • Drive additional business benefits • Integrate web services • Implement features such as session transfer and sharing • Reporting • 2-4 Months • Prove the business case • Operational improvements • CTI • Session management • Workflow • Single Sign-on • 3-6 Months Customer Experience Future Innovation Smarter Agent Phase II Phase I ROI Efficient Operations Pilot Timeline

31. Call To Action • CRM Accelerators enhance the functionality of Microsoft Dynamics® CRM business software without the costs typically associated with custom development and software acquisitions. • Use this accelerator to help you deliver solutions that drive better, more consistent care by consolidating applications in a single desktop and giving agents access to the right information at the right time. • To download the Customer Care Accelerator for Microsoft Dynamics CRM, visit http://crmaccelerators.codeplex.com Web:http://crm.dynamics.comTwitter:@rossd_crm