Steven Foster and Microsoft’s Scott Smedley look at how Field Service and Dynamics Portals can change the way you serve your customers, ensuring you provide an intelligent and data-driven engagement that empowers employees and customers.

2. BLANK PAGE HEADINGCUSTOMER ENGAGEMENT IN A SERVICE ECONOMY

3. Objectives of this
session
• Understand the benefits of
customer engagement in a
service economy
• Understand where
Microsoft fits within this
economy
• High level view of what the
immediate future looks
like

4. of consumers use web or mobile
self-service to find answers 1
84%
12%
Decline in First Call
Resolution since 2009 2
27%
Average annual call centre
agent turnover rate 3
1. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016
2. 2014 Dimension Data Global Contact Center Benchmarking Report
3. The US Contact Center Decision-Makers’ Guide 2014
4. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016
73%
of customers Say valuing their
time is the most important
element of good service 4

5. In the past
Focus on selling products and services separately
“One and done” selling
Majority of work done through company employees
Primarily human interactions
Service economy
Focus on selling products, services, and outcomes
Customer lifetime value is everything
“Uberisation” as a concept starting to permeate
everything
IoT interactions becoming important
Service delivery
platform

6. Service Delivery
Platform
Current situation
Disparate system but
growing
interdependence
Suboptimal resource
allocation
Redundant IT costs and
higher integration costs
Service delivery foundation
One familiar user experience
Shared resource allocation model leading to higher utilisation
Modules built on common platform foundation leading to
lower costs
Service delivery
platform

7. Microsoft
Dynamics 365
Common application platform: PowerApps, Microsoft Flow, Common Data Model
Microsoft AppSource

9. Improve satisfaction
and productivity
of customers say valuing their
time is the most important thing
a company can do to provide
good service.1
73%
of incoming service requests
require field visits and of
those service visits,2
require secondary or
follow-up visits.226%
65%
1. Forrester Research’s Trends 2016: The Future Of Customer Service
2. Source: Field service automation trends: Best-in-Class - Aberdeen Group, Dec,2015

10. Before
Or
Today
And
Digital
transformation

11. What’s top of mind for
service leaders
Customer first
Connected interactions
Empower organizations

12. Customers
Technicians
Operations

13. One central place to manage my
jobs, contract or one off
• Easy to see the jobs that need to be
scheduled
• Can optimise my field
• Field technician can easily manage the
job
• Productivity improvements

16. Complex Service Industry
challenges
1. Figure 2
2. Figure 4
3. Figure 21
Decrease in new client growth over
the last 3 years 19%
Increase in employee attrition over
the last 3 years 26%
Decrease in billable employees
in the last year 35% SPI Research analysis for Microsoft based on 2016 Professional Services Maturity™
Benchmark study data for 257 organizations with over 100 employees and an average
size of 1,315 employees.

17. 56.7%
80%
90.0%
41.4%44.8%
68% 72%
29.6%
0%
20%
40%
60%
80%
100%
Bid-To-Win
Ratio
Billable
Utilization
On-Time
Projects
Profit Margin
Top 20% of organizations has implemented structured
business processes and utilize integrated information
systems to assure there is “one view of the business.”
Top 20% Other 80%
Process maturity drives
business performance

18. What’s top of mind for
service delivery leaders
Deepen engagement
Empower teams
Optimize growth

19. Dynamics 365 for Project Service Automation
$ €

20. Maintain the customer
relationship and interactions
• Manage my resources based on skills
• Create and manage my project tasks
• Connectivity from Sales to Delivery
• One place to manage all customer
interactions
• One calendar for all my activity

23. 98% 97% 100%
93%
2% 3% 0%
7%
0%
20%
40%
60%
80%
100%
United
States
United
Kingdom
Brazil Japan
How important is customer service in
choice of or loyalty to a brand?
Very or Somewhat Important Not Important
Your new best friend

24. What’s top of mind for
service leaders
Earn loyalty
Empower agents
Stay agile

25. Dynamics 365 for Customer Service
?
Customer
Agent

26. Easy to do business with
• Self serve for Customers,
partners, Employees, Knowledge
• Quick to set-up
• Easy to personalize
• Enabled for CRM data

28. Detect, troubleshoot, and resolve issues remotely so a technician is
dispatched only when necessary.
Automatically Schedule work to the most appropriate resources while
optimizing to fit in the most appointments per day.
Schedule individuals, teams, or equipment for any type of appointment
including in-house, onsite, or remote.
Outbound text and phone capabilities provide automated reminders and
updates to customers while an online portal allows customers full visibility
into all service interactions.
Dispatchers view technician’s daily turn-by-turn routes to easily add
nearby appointments, and understand upcoming traffic constraints, while
organizations can choose any backend GIS provider.

29. Manage projects more effectively by augmenting the project economics
and planning details in PSA with robust project management in MS Project.
Improve employee productivity through ease of tracking and managing all
project and non-project related schedules on their device or app of choice.
Simplify customer experience through integrated end-to-end service
delivery management and streamlined forecast to actuals reconciliation.
Empower customers and partners by providing timely visibility to sales,
resourcing, delivery and billing in self-serve capacity.

30. Solve cases faster using topic analysis and machine learning scenarios
that surface relevant knowledge articles and related cases.
Improve service outcomes with big data insights and visualizations that
dynamically update customer records via embeddable widgets
Adjust to new business requirements and gain optimization insights
with ease using the visual process designer and configuration wizard.
Speed onboarding with improved search, role-tailored guidance and
custom learning scenarios. Reward optimal behaviors to improve
performance and increase productivity.