AXUG CRM ERP Collaboration Talk 11 2018.potx

1. COLLABORATION: DYNAMICS ERP & CRM
2. Agenda: Collaboration - Dynamics ERP & CRM Fullscope Overview Dynamics CRM Functionality – Audience Poll Dynamics AX – CRM Integration Status – Audience Poll Integration Process Considerations Brief Comments on Common Data Service & FS Integration Tool Closing Comments and Questions Michael.Hull@Fullscope.com
3. Alythia ERP – CRM Integrations CRM integrated with: CRM integrated with: SAP & Oracle CRM integrated with Others
4. A Rose by Any Other Name is … Michael.Hull@Fullscope.com
5. Common application platform: PowerApps, Microsoft Flow, Common Data Model Microsoft AppSource DYNAMICS 365 Microsoft Dynamics 365 Michael.Hull@Fullscope.com
6. Dynamics 365 Integrated World: Michael.Hull@Fullscope.com
7. AUDIENCE PARTICIPATION TIME: What CRM Solution have you deployed? Went live when? Other than SFA, what other functionality have you deployed in CRM? Who has integrated ERP with CRM (and tell us your story)? What were the desired Business Outcomes? Measure SUCCESS? Those who have integrated, any designation of System of Record? These inter-relationships can be simple and complex……. Michael.Hull@Fullscope.com
8. CS BUSINESS OUTCOME OBJECTIVES: Increase Customer Satisfaction Survey Scores – Metrics?  Fast connection / Fast, competent resolution  Easy to do business with Drive out Waste in CS Delivery – Metrics?  Number of calls managed per time frame  Speed to competent resolution – access to info/training/ability  Amount of resolution time post call  Resource Utilization Michael.Hull@Fullscope.com
9. Example of Customer Service Flow: D365CE & FO B u s i n e s s O u t c o m e s ? What is Missing From This Picture? Michael.Hull@Fullscope.com
10. FIELD SERVICE AUTOMATION BUSINESS OUTCOME OBJECTIVES: Increase Customer Satisfaction Survey Scores – Metrics? -  Fast Response / Fast, competent resolution  Easy to do business with - Predictive? / MTBF reduction? / IoT?  Renewed / Converted Contracts / Warranty management Drive out Waste in FS Delivery – Metrics?  Number of issues managed per time frame  Speed to competent resolution – info/training/ability – MTTR  % First Visit Resolutions FTFR  Resource Utilization / % Billable Tech Time / Travel Time  Materials Management  Days Sales Outstanding Reduction
11. To see an example of how you can synchronize a work order between Field Service and Finance and Operations, watch the short YouTube video How to synchronize a work order with Microsoft Dynamics 365 Integration. DYNAMICS 365 INTEGRATION FOR FIELD SERVICE
12. Example of Field Service Flow: D365fS & D365FO B u s i n e s s O u t c o m e s ? Michael.Hull@Fullscope.com
13. Two Other Possible Integration Challenges Configure to Order Michael.Hull@Fullscope.com
14. 2 SIMILAR CUSTOMERS – 2 DIFFERENT INTEGRATIONS Dynamics 365 Equipment Dealer Solution AX Equipment Dealer Solution
15. Bringing it All Together: Last Two Components of the Fullscope Overview Michael.Hull@Fullscope.com
16. Data Warehouse for Mulitple Apps Michael.Hull@Fullscope.com COMPONENT 1: BI ACCELERATOR
17. COMPONENT 2: FULLSCOPE DIGITAL OFFERINGS Customer Engagement Modern Workplace Operations Finance Microsoft Cloud Azure, Power BI, CDS, Flow, Integration, Logic Apps, Mobility Planning: • Audit • Education • Roadmap Solutions: • Intranet – Internal Communications • Collaboration • Information Management • Document Management • Enterprise Search • Project Management • Dashboards Migrations • To SharePoint 2016 on prem • To Office 365 D365 Integrations • Document Management • Office 365 Groups • Flow Internal Applications and Stakeholders LIGHTING IT ALL UP!
18. HOW CAN ALITHYA HELP? Mike Hull: 717-917-7776 Thank you! Michael.Hull@Fullscope.com
19. Dynamics 365 Integration Toolkit Dynamics 365 Equipment Dealer Solution (CRM) NAXT Equipment Dealer Solution Large Equipment Dealer #1: AX2012 and Dynamics 365fS Accounts Contacts Equipment SalesPeople Divisions Leads QuoteHeader ServiceCalls Projects CSAsHeader Warranties RevenueSummary Opportunities
20. Dynamics 365 Dynamics 365 Equipment Dealer Solution NAXT Equipment Dealer Solution Large Equipment Dealer #2: AX2012 and Dynamics 365fS Integration Toolkit Accounts Contacts Equipment SalesPeople QuotesandLines(Parts) ServiceCalls CSAsandCSALines Warranties RevenueSummary(fromDW) RentalContracts/Lines AROpenInvoices Region/Branch LaborRates SalesandLines(Parts) QuotesandLines(Service)
21. Dynamics 365 Fullscope awards – a winning approach • 2016 Microsoft Dynamics – Inner Circle Member • 2015 Microsoft Dynamics – Inner Circle Member • 2015 Microsoft Dynamics Industry – Manufacturing Partner of the Year Finalist • 2015 Microsoft Dynamics Cloud CRM Partner of the Year - Finalist • Customer Excellence Awards : Industry : Manufacturing - Winner Victrex • Customer Excellence Award : Business Visionary – James Fleming • 2014 Microsoft Industry Partner Program – US & EMEA • 2014 Microsoft Dynamics Cloud Partner of the Year • 2014 Microsoft Dynamics Presidents Club - Inner Circle Member • 2013 Microsoft UK Country Partner of the Year – Finalist • 2013 Microsoft Dynamics Presidents Club - Inner Circle Member • 2013 Microsoft Dynamics US East Region CRM Online Partner of the Year • 2012 Microsoft Dynamics Cloud Business Excellence Partner of the Year • 2012 Microsoft Dynamics Presidents Club - Inner Circle Member • 2011 Microsoft Dynamics Cloud Business Excellence Partner of the Year • 2011 Microsoft Dynamics Presidents Club • 2010 Microsoft Dynamics Presidents Club Specific to Fullscope CRM / Dynamics 365 for Sales

Notas do Editor

Since we are talking about integration issues between CRM and ERP it is important to know that Fullscope has integrated many of our CRM customers with AX or with other ERP solutions.

In fact, to get these integrations done in a fast, repeatable way, Fullscope developed our Integration Tool Kit. ITK is not specific to AX, and has been used with many ERP solutions as our CRM team is working with companies regardless of their ERP solution.

One more thing about Fullscope and we will dive into the discussion………
As we get started, Microsoft’s name for CRM and ERP has evolved over time, so I’m expecting that we will hear people use CRM, Dynamics CRM, Microsoft CRM and Customer Engagement, so just be aware of that.

It is important to know that in the D365 world, that a combined CRM/ERP license is available at a lower cost than purchasing the two separate licenses.

You may hear me refer to Unified Operations as ERP, D365fO, AX or even AXAPTA sometimes!
To recap, Dynamics 365 is breaking the business application paradigm. It brings together business applications with the best of Microsoft – in productivity, collaboration, intelligence and platform to give you and your business the right set of tools to grow, evolve and transform.
A big part of today’s time together depends on ya’ll telling your stories where applicable. You can teach each other more than I can present to you and discussions that start now can continue without a sales guy in the middle!

We listed the CRM and ERP systems earlier. Did anyone join us since then whose company is not on the board?

Let’s talk about CRM as more of an XRM solution. Aside from SFA, who is using CRM as a System of Record for other functional areas? Fill in the blanks on the board.

Great, thanks….now has anyone integrated CRM with the company ERP solution? Fill in the blanks on the board.

Thank You and we will come back to these shortly…….

The topic of the day is getting CRM and ERP integrated. This isn’t all that simple. The actual mapping isn’t crazy complex, but the collaborative discussions in a company where process flows are decided can be pretty complex. Many processes are in silos to begin with, and many processes may have been chipped in concrete long ago!

But just determining where and when the best places and times are to produce an invoice, track project detail, look at or update inventory levels and on and on is not simple and requires a great deal of discussion.

Software doesn’t create transformation, it should be supporting and automating the business processes that enable the company to produce the goods and services that its customers want. So a great deal of the discussion is around how to best flow the process where value is delivered to the customer and that is a lot of work in itself.

The next couple of slides are process flows and might look a little complex. Fullscope took quite a bit if time with customers to walk through the discussions that created these process flows. Let’s look at Customer Service as the first example……..
We try to get customers to start with the end in mind….What are the desired Business Outcome – Cost reduction, internal, quick response with correct answer and problem solved. We will talk about automating a great deal with portal later.

We start with CRM on the top (Customer Engagement in MS speak) and ERP (Operations in MS speak) under the dotted line.

Now who in the group had the CS in CRM and ERP integrated? Can you tell us a little about what it took to decide how all that would work?
Great! Thanks for those insights.

There are some similarities in this example. Fullscope worked with this customer to determine that (click to reveal) this was the flow to start a CS ticket or event.

But ERP was the system of record for some information required for that ticket and so part of the integration populated that ticket (click to reveal).

The rest of the flow of meeting the customer need went like this (click to reveal)……

And then the results were integrated back to Dynamics AX like this (click to reveal)….

Good news is that Fullscope built a tool called the Integration Tool Kit to make whatever integration points are necessary a lot easier, quicker and less costly.

Any insights or perspectives you want to share before we move to Field Service?
Similarly, we start with CRM over the dotted line and ERP under the dotted line.

Let’s look at the board and we see that what companies have deployed FS in CRM/ERP. Just like the CS folks told us their story, what did your company do to define the process flow and then the integration necessary? What did you use to integrate the two? How is that working for you?

Thanks X and Y for the insights into how you got that done!

Here’s another Fulllscope customer Flow, but this time for FS. Same idea as in the CS flow…..the flow is revealed gradually and I speak to it. I’ll talk about inventory and ask about ECO / BOM control, PM, Warranty, Procurement as time allows.

Again, Fullscope built the ITK application to allow us to integrate any elements of CRM into ERP, so once the flow is established, we have the software to support and automate it.

Any insights or perspectives?

Key here is that there is no one right answer. Two companies producing the same products and services may come out with different process flows. Check out this next slide……
And here’s a scary thought adding more complexity to the “System of Record” decision discussion……

What if we sell some of our products through eCommerce? Does the eCommerce feed off of CRM and create quotes there, or tap off of ERP?

What if we have a configurable product? Should it sit in front of CRM or should it work directly with ERP?

Lots of complicated decisions here totally apart from the question of any integration scenario. Be sure to have consultants working with you who have done this before and you’ll save a lot of time, money and exasperation!
Both of these customers are Heavy Equipment distributors. They don’t manufacture the products.

They use a Dynamics AX ISV solution specific to Heavy Equipment distribution. And they use a Fullscope CRM solution specific to Heavy Equipment distribution.

But check out the red data elements on the right, which the customer on the left is not moving to CRM. And check out the 3 arrows pointing from CRM to ERP for customer 1, but the two arrows from CRM to ERP from customer 2.

Two extremely similar customers where it is quite possible that their “special sauce” of competitiveness resides in how they deliver the value the customer is looking for, and therefore their CRM / ERP process is probably different, and certainly we can see that the integration points are significantly different.

Comments or insights?

Depending on time, I’ll move either to the next slide and talk through it asking if anyone has deployed CTO or eCommerce with their CRM/ERP OR>……..

The last three slides bring the enterprise system together and make it work as a whole. This is the Fullscope commercial I promised at the beginning……
I want to briefly talk about two components that Fullscope can bring that make the enterprise of multiple applications work tightly together……
Multiple Applications usually result in multiple data silos where compiled reporting is almost impossible.

And even if you are using AX2012 and CRM, combined reporting is a challenge. You also know that creating reports from linking many of the 5000-6000 tables can be daunting and expensive. Can also ding performance badly in many cases!

Fullscope came up with a solution we call the BI Accelerator which will get you to a Data Warehouse in AX2012 in less than a day that you could be using Power BI against. Won’t be finished in a day, but you can actually be using it that day. We are compressing the thousands of tables into about 70 tables and reporting is suddenly much, much simpler, quicker and less costly.

You can then add many other data sources as you see in this picture of one customers schema. Our ETL tool insures best practices in building, and populating the data warehouse.

And one other component to bring it all together……
We call it “Lighting it all up!”. Fullscope partners with customers to add the Customer/Dealer/Vendor portals, the Outlook connectivity, the data consumption patterns and document storage in Share Point or other applications. Mobile access in elegant, user friendly screens.

How to best leverage Azure and then providing a tool to manage use of Azure and reduce Azure subscription cost very significantly.

This is all under Fullscope Digital Services.

Talk to me about how we might help in this area!

And that’s it for the commercial!
Final Questions? Answers? Perspectives?

Summarize the objective, what we discussed and then thank everyone for the engaging discussion.
Zero2Ten, an Edgewater Fullscope company, has been at the forefront of Dynamics CRM for many years and has been awarded multiple partner of the year accolades by Microsoft. No one else has our depth and breadth of experience with Dynamics CRM.

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