2016 Q2/Q3

A Look at mobiLity

www.CRMug.CoM

All About Productivitymake the most of your time

Q2 2016

interview withJuJhAr singh

www.crmug.com

http://xrmcubed.com/crmadminassist

mailto:[email protected]

In Every Issue 5 From the CRMUG Chairman

7 Events

8 Meet Your Peers

10 Chapter News

12 Welcome to Our New Members

18 On Topic

22 Academy Corner

23 CRMUG Bingo

32 What’s New on the CRMUG Website

33 Name That Photo Contest

41 Trending Topics

45 Volunteer of the Quarter: Eric Beins

49 Word Find

53 The CRM List, from The Partner Channel

Features 14 Humans of CRMUG Bob Kanzler

16 Runaway Train

20 Tips & Tricks Four Tricks to Reduce Clicks in Microsoft Dynamics CRM

24 Academy Instructor Highlight Jim Lauer

26 A Mobile Story

30 Tips & Tricks Segmenting, Patching, and Cloning Solutions

34 Microsoft Member Showcase Jujhar Singh

36 Change: What Does it Mean to You

38 Expanded Volunteer Program

40 Tips & Tricks Clean Up Your Inbox Act!

42 VAR Partner Solution Showcase Sonoma Partners

46 The Ultimate Customer Experience

48 Industry Showcase High Energy and Efficient Power

50 ISV Partner Solution Showcase Arctic IT

52 CRMUG Member Get A Member Program

A Look at MOBILITY

WWW.CRMUG.COM

All About ProductivityMake the Most of Your Time

Q2 2016

Interview withJUJHAR SINGH

Advertiser Index

ClickDimensions. . . . . . . . . . . . . . . . . 25

CRMUG Chapter Sponsors . . . . . . . . 19

CRMUG European Congress . . . . . . . 52

CRMUG Summit . . . . . . . . . . . . . . 15, 29

KTL Solutions, Inc. . . . . . . . . . . . . . . . 28

Peak Engagement . . . . . . . . . . . . . . . . 6

PowerObjects . . . . . . . . . . . . . . . . . . . 60

Resco.net . . . . . . . . . . . . . . . . . . . . . . . 4

Rockton Software. . . . . . . . . . . . . . . . 13

xRM3, Inc.. . . . . . . . . . . . . . . . . . . . . . . 2

contentsTweet It!

What is your #1 productivity tip? Share your thoughts on Twitter #CRMUG.

Q2 2016 www.crmug.com

Q2 2016 | 3

Resco.net, Inc. // www.resco.net // Phone +1 (617) 336-7238 // [email protected]

Go mobile with Microsoft Dynamics CRMWhether your goal is to give your employees a handy business tool on the go, streamline collaboration with partners, or engage with clients – Resco is your one-stop shop for mobilizing your CRM system.

Fully integrated with your phone or tablet, it o�ers perks like photo & signature capturing, route planning, or barcode scanning. Combined with 100+ features, countless con�guration options, and expert guidance, Resco Mobile CRM helps companies execute their plans to go mobile.

Resco.net, Inc. // www.resco.net // Phone +1 (617) 336-7238 // [email protected]

Go mobile with Microsoft Dynamics CRMWhether your goal is to give your employees a handy business tool on the go, streamline collaboration with partners, or engage with clients – Resco is your one-stop shop for mobilizing your CRM system.

Fully integrated with your phone or tablet, it o�ers perks like photo & signature capturing, route planning, or barcode scanning. Combined with 100+ features, countless con�guration options, and expert guidance, Resco Mobile CRM helps companies execute their plans to go mobile.

Welcome to the Q2 2016 issue of CRMUG® Magazine! When Tony Stein and the CRMUG team invited me to start writing these opening thoughts, my response was “of course!”

While Tony’s humor and professionalism (including at events and on stage at Summit) will be hard to live up to, I will do my best. After all, as chairman and member of the board of advisors, there come certain responsibilities, and with our first European Congress coming up in Stuttgart, Germany in May, there couldn’t have been a better time to pass the baton to me, the only native German board member.

The upcoming trip to European Congress makes me think about mobility, which is one of our main topics in this issue. Are you ready for mobility for your Microsoft Dynamics CRM solution? What does “mobility” really mean? Just taking Microsoft Dynamics CRM on your laptop (or mobile device) on the road with you? Or using the mobile (native) app to have a real mobile experience?

Other topics in this issue include productivity, integrations, and – of course – Microsoft Dynamics CRM 2016. Which features are you looking forward to the most? Are you using Microsoft Dynamics CRM 2016 already? Share your experience in our CRMUG Collaborate community and in our chapter meetings across the globe. Speaking of chapters, don’t miss reading about this quarter’s featured chapter leader and the up-and-coming chapter. Those are – amongst others – my favorite articles to enjoy. It is fantastic to see how so many of you step up and help to grow the community online and on the ground in our chapters. Thank you all for your involvement and dedication!

So, to all of you mobile, productive, and enthusiastic CRMUG Members that don’t want to wait until CRMUG Summit in Tampa, Florida this fall, come join us in Stuttgart! I look forward to welcoming you to our first big event on European soil.

I am looking forward to welcoming many of you to our first big event on European soil.

Andreas KraemerCRMUG Chairman

Going to the Next Level...Sherry Linares

letterfrom the crmug chairman

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RMUG

CRMUG European Congress 20169-10 May | Stuttgart, Germanywww.crmugcongress.com

CRMUG Academy Pre-Conference TrainingOctober 10-11 | Tampa, Floridawww.crmugsummit.com/event/academy-training

CRMUG Summit 2016October 11-14 | Tampa, Floridawww.crmugsummit.com

Chapter Meetings April 19 Utah | Salt Lake CityApril 21 Florida | JacksonvilleApril 21 Florida | Miami/Ft. LauderdaleApril 21 Florida | OrlandoApril 21 Florida | Tampa BayApril 21 Canada | Calgary, ABApril 21 Canada | Montreal, QCApril 21 Canada | Ottawa, ONApril 21 Canada | Regina, SKApril 21 Canada | Toronto, ONApril 21 Canada | Vancouver, BCMay 11 Washington, DC May 11 Texas | HoustonMay 12 Virginia | RichmondMay 12 Minnesota | Minneapolis/St. PaulMay 18 Sweden May 18 Washington | SeattleMay 20 Carolinas | Charlotte, NCJune 9 Illinois | Chicago

WebinarsApril 8 4x4 in 30 Series: Understanding Marketing Results from

Microsoft Dynamics CRM (OOTB)April 11 4x4 in 30 Series: Establishing a Sales Process in Microsoft

Dynamics CRM (Panel #2)April 13 4x4 in 30 Series: Business Process Flows in Microsoft

Dynamics CRM (Panel #2)April 14 4x4 in 30 Series: UI Tips for End User Adoption (Panel #2)April 18 4x4 in 30 Series: JavaScript TipsApril 20 4x4 in 30 Series: SSRS ReportingApril 21 CRMUG Partner Membership BenefitsApril 22 4x4 in 30 Series: Administrative Management – Outlook ClientMay 4 4x4 in 30 Series: Training Your Users (Panel #2)May 11 4x4 in 30 Series: Advanced Workflow CreationMay 12 4x4 in 30 Series: Using Charts or Immersive Microsoft ExcelMay 13 4x4 in 30 Series: Server Side SyncMay 16 4x4 in 30 Series: Security Suggestions for the New

Administrator (Panel #2)May 17 Industry Show and Tell – Retail: PANDORA Jewelry

Makes the Switch to Microsoft Dynamics CRM OnlineMay 17 4x4 in 30 Series: Getting Started with Workflows (Panel #2)May 19 4x4 in 30 Series: SharePoint and Microsoft Dynamics CRMMay 20 4x4 in 30 Series: Business Rules (Panel #2)May 25 4x4 in 30 Series: Case ManagementMay 26 4x4 in 30 Series: Planning Your Upgrade in Microsoft

Dynamics CRM (Panel #2)May 31 4x4 in 30 Series: Service Scheduling in Microsoft

Dynamics CRMJune 1 CRMUG Mobility SIGJune 16 CRMUG Partner Membership Benefits

Q2 2016 | 7

peersmeet your crmug peers

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RMUG

CRMUG® Congress will be a great opportunity for attendees to meet their peers from across Europe – people like them, doing the same job role, maybe in the same sector. Everyone on the CRM journey has something they can learn from someone else who is one step ahead of them – and something they can pass on to others following behind. There will be so much knowledge to soak in! Find out from Microsoft what is new and in the future for CRM and related products in the Microsoft Dynamics “family”. Hear how other Customers are using Microsoft Dynamics CRM, what challenges they have faced in their organizations and how they overcame them. Learn how to use, configure, and extend Microsoft Dynamics CRM, following best practices and taking advantage of other people’s experiences to get there faster and avoid common mistakes. Ask the CRMUG Medics for help with your gripes and CRM growing pains (or gaping wounds!) There is so much that can be done with Microsoft Dynamics CRM that it is hard to keep up, but usually when you don’t know something, you can find out from an article, a blog post, or video tutorial. The amazing thing about a conference like CRMUG Congress is there are so many knowledgeable people there who can teach you the things you did not even realize you did not know! Personally, I hope everyone who attends CRMUG Congress takes away three things:

» The name and contact details of someone doing a similar job to them so they can discuss ideas, ask for advice, and continue the conversation well beyond the conference itself.

» How to achieve at least one of their project or business objectives – maybe using some new functionality, or an old feature configured in a different way using a technique or approach they had not considered before.

» A boost of energy, excitement, and enthusiasm for Microsoft Dynamics CRM, both as a way of doing business and as a piece of software, ready to take things to the next level.

companyMeteor IT

titleMVP, Consultant and Trainer

Adam Vero

CRMUG reached out to User Members serving on the European Congress 2016 planning

committee and asked what they hope is attendees’ greatest takeaway from this year’s event.

I hope the attendees will get some valuable input that will make their Microsoft Dynamics CRM implementation even more successful. There are a lot of great sessions at this Congress, and I am sure there will be some good stuff for everyone. A couple of years ago, two of my colleagues went to the CRMUG Rome event, and they returned full of inspiration. Now this Stuttgart event is bigger and has even more to offer. I also hope the attendees will extend their Microsoft Dynamics CRM network and meet peers both from their local area and the rest of Europe. This a great opportunity to meet with other Users and startup or connect with the local Microsoft Dynamics CRM group.

companyBRFkredit

titleSolution Architect

Allan R. Lassen

8 | CRMUG Magazine

Long-time Microsoft Dynamics CRM Users sharing their implementation experience. What worked and what did not work. Learn about User adoption challenges and possible solutions. New and existing CRMUG chapter leaders across Europe. Learn from each other and expand the User Group across Europe.

companyWells Fargo Capital Finance

titleHead of CRM

Andreas Kraemer

Being part of the CRMUG European Congress 2016 Planning Committee, I hope Users are able to connect, share, and discuss topics around upcoming Microsoft Dynamics CRM 2016 spring wave and like the content we put together in an outstanding agenda, driven by volunteers who like to share their experience and knowledge with you. There’s only one way in growing knowledge – stay open-minded and explore something new each day.

companyMicrosoft Deutschland GmbH

titleTechnology Solution Professional

Carsten Groth

A lot of inspiration! These events are can be a real energy injection into ongoing projects as you get inspired by what others have done with the same platform. I also hope we all make a lot of new contacts that can be used after the conference to stay in touch and continue to share experiences.

companyTeracomBoxer Group

titleSystem Manager CRM

Fredrik Neiderud

I hope to meet a lot of people working with Microsoft Dynamics CRM and listening to their stories. I love stories, great wins, lessons learned, and more, and I have worked with Microsoft Dynamics CRM for soon 11 years, so I have a story or two as well.

companyCRM-Konsulterna

titlePrincipal Consultant, MVP

Gustaf Westerlund

I hope that attendees get to experience the collaboration and community that is CRMUG, and through this gain exposure to loads of knowledge that can be taken away and used in their current or next Microsoft Dynamics CRM projects or even use as inspiration for something new and exciting!

companyCambridge Online Systems Ltd.

titleMicrosoft Dynamics CRM Developer / Consultant

Sarah Critchley

Q2 2016 | 9

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RMUG

chapterHigHligHts

The Salt Lake City chapter leadership team is making good things happen. With roughly 50 Members on the roster, chairperson David Berry, a senior software engineer for Alliance Health, LLC, is excited by the growth and development he’s seen thus far in Members, as well as the leadership team he’s part of for the chapter.

“Personally, I enjoy being just one part in a collaborative leadership team,” says David. “We’re all very hard workers and generally very busy in our own personal and professional ways. Sharing the load makes the volunteer effort easier, and I’m glad to be part of it.”

The group will continue to meet quarterly through 2016, easily filling up their allotted time with presentations and networking opportunities.

As for David’s chairperson focus, he wants to leave a valuable and cordial mark on his chapter.

“I hope what I bring to the table is a little bit of humor, a little bit of personality, and a lot of care about the community in our neck of the woods,” says David.

» This “Steady Eddy” group can rely on a select group of Users to show up to each event as active participants.

» Most popular meeting topic? Tools, tips, and tricks! Especially a recent presentation on the XrmToolBox.

Up-and-coming leaders

salt lake city cHapter leadersHip team

david BerrySenior Software Engineer

Alliance Health, LLC Chairperson

Brian tenneyVP of Business Development

JourneyTEAM VP of Programming

Briana lifferthDigital Marketing Strategist

FiretossVP of Communication

corrie randsSenior Software Engineer

Alliance HealthCo-chair

david price Information System Manager,

Information TechnologyWavetronixCo-chair

eric BeinsPrincipal Consultant -

Process, Design & StrategyJourneyTEAM

VP of Membership

10 | CRMUG Magazine

» This chapter has their priorities in a great order: Networking, learning from others, and building friendships.

» The group is looking for their next fun location for the November 2016 meeting. Can’t wait to hear where they go!


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RMUG

Up-and-coming chapter

kansas city

david merdianIT Lead IV, CRM Applications TeamCommerce Bank

chapterHigHligHts

Keep your eye on Kansas City, as they have big plans! With a band of 35 regular Members, this chapter is on the go with offerings that range from presentations from Jerry Weinstock, Microsoft MVP, to a tour of Boulevard Brewery.

“Our May 2016 meeting will be a bit longer than other meetings as Microsoft will come in as a co-sponsor, focusing on the Microsoft Dynamics CRM roadmap, a deep dive on Microsoft Dynamics CRM 2016, a Member showcase, and additional round table sessions,” says Laura Mortick, senior applications specialist for Waddell & Reed. “This coming August we’ll go back to a Member-hosted meeting with a discussion on how that Member uses Microsoft Dynamics CRM as well as take a tour of their facility.”

One of the things that has worked particularly well for this chapter is the Partner involvement, creating a great blend of knowledge sharing while keeping the focus on the User Members’ learning journey.

“If I think about some of our most popular meeting topics, they’ve been the Partner presentations,” says Laura. “We’re glad to have that Partner perspective without feeling like it’s a sales pitch.” CRMUG

top: Members taking in a recent meeting

Bottom: Enjoying the Boulevard Brewery tour

chapter leaderselizabeth Handley-BauerIT System AdministratorCommerce Bank

John ross Senior Microsoft CRM Solutions SpecialistYRC Worldwide

laura mortick Senior Applications SpecialistWaddell & Reed

sara theurer Platform Solutions Specialistemfluence, LLC

Q2 2016 | 11

membersw e l c o m e t o o u r n e w m e m b e r s

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RMUG

Aarhus University

Boston Red Sox

California HealthCare Foundation

Captrust Financial Advisors

Centric IT Solutions

CLEAResult

Edison Energy

EwingCole

Exlar Corporation

Ferguson Enterprises, Inc.

Hamamatsu Corporation

Healthcare IQ, LLC

Kastle Systems International

KaTom Restaurant Supply

Kroenke Sports & Entertainment

MDC Holdings

Merchant Partners

Meristem

Naylor (Canada), Inc.

NovaVision Inc.

Physician Partners of America

Pivot Interiors, Inc.

Rehmann

Reliance Steel & Aluminum Co.

RJC Engineers

Ronald Blue & Co.

Scottrade

Shannon Specialty Floors

Standard Process Inc.

Strongwell

Sub-Zero and Wolf

Talking Rain Beverage Company

The Britt Hunt Company

Tolomatic

Tranter

Valtech Corporation

Vernay Laboratories, Inc.

Victrex Plc

Wisconsin Dells Visitor & Convention Bureau

New User Members

Welcome to the new Members who have invested in CRMUG® User and Partner membership this year! Each new Member adds value not only to their own organization, but also to the entire CRMUG community as they share their knowledge and experiences.

Cultura Technologies Ltd

EASI

Globe Software Pty Ltd

NDS Infotech Ltd

Webfortis

New Partner Members

Meet one of our newest Members...

The Talking Rain family of beverages includes thirst-quenching product lines: Sparkling Ice, Talking Rain Fusions™, Talking Rain Mountain Spring Water, and Talking Rain Sparkling Mountain Spring Water, all of which are created to refresh the body and renew the mind. For 28 years, Talking Rain has stayed true to its vision and its commitment to community by continually creating great tasting, refreshing beverages. For more information, visit www.talkingrain.com

“The Talking Rain team is excited about leveraging Microsoft Dynamics CRM to move our business forward,” says Gina Harris, director of information technology. “Participating in CRMUG will provide access to a wealth of information and practical tips from other Customers and an opportunity to bounce ideas and questions off more seasoned Users.” CRMUG

12 | CRMUG Magazine

User adoption is the biggest issue businessses face when implementing Microsoft Dynamics CRM. Check out the five tips outlined to increase your user adoption from the start!

Small Business Accounting insideMicrosoft Dynamics CRM Online

Rockton Connect,the powerful, scalable,

easy-to-use, and alreadyintegrated accounting

software forMicrosoft Dynamics CRM.

[email protected] | www.rocktonsoftware.com | 877.476.2586

5 Ways to IncreaseUser Adoption in

Microsoft Dynamics CRMFREE

eBook:

Download at: www.rocktonsoftware.com/CRMUGmag16

Learn more atwww.rocktonsoftware.com/crm

®®

What is the number one reason another Microsoft Dynamics CRM User should join CRMUG?The organic learning is second to none. The conversation is engaging and challenging.

Describe a tip you received from another CRMUG Member that has made your life easier:Use Resco for solid mobility.

Describe a connection you’ve made with another CRMUG User through the User group and why it’s beneficial:I have established a nice relationship with a competitive Partner, Lisa Beringer.

What will others in your job role gain from being a Member of CRMUG?The latest and greatest as to what is going on with the product.

If you could have any superpower, which would it be?Mind reading.

memBerBob Kanzler

companyRSM

JoB roleDirector

memBer since2013

volUnteer profileLocal Chapter Leader, CRMUG Carolinas

For more information regarding membership, please visit crmug.com/join.

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RMUG

Member ProfileWhat is the number one reason another Dynamics CRM user should join CRMUG?

The organic learning is second to none. The conversation is engaging and challenging.

Describe a tip you received from another CRMUG member that has made your life easier:

Use Resco for solid mobility.

Describe a connection you’ve made with another CRM user through the user group and why it’s beneficial:

I have established a nice relationship with a competitive partner, Lisa Beringer.

What will others in your job role gain from being a member of CRMUG?

The latest and greatest as to what is going on with the product.

If you could have any superpower which would it be?

Mind reading

For more information regarding membership, please visit CRMUG.com/join

MEMBERBob Kanzler

COMPANY RSM

JOB ROLE Director

MEMBER SINCE 2013

VOLUNTEER Local Chapter Leader, CRMUG Carolinas

“Our local chapter is awesome! We have all kinds of people from different positions, with a variety of skills, and using various versions of Dynamics CRM. We keep things interesting with a number of topics each meeting featuring different speakers. The social aspect within the group is very welcoming.”

® IT TAKES A VILLAGEMeMbeR PRoFIle

Humans of

“Our local chapter is awesome! We have all kinds of people from different positions,

with a variety of skills, and using various versions of Microsoft Dynamics CRM. We keep

things interesting with a number of topics each meeting featuring different speakers.

The social aspect within the group is very welcoming.”

14 | CRMUG Magazine

COUNT IN. COUNT ON.

Attend the premier live conference featuring user-led education on how to maximize the performance of Microsoft Dynamics CRM. Knowledge gained has real-life application and the potential for remarkable results.

Be empowered as a better user. REGISTER TODAY

WWW.CRMUGSUMMIT.COM

count me in.

Count On the Early Bird Discount to Save Up to $700!

REGISTER BY APRIL 28

OCTOBER 11-14, 2016 | TAMPA, FL

#CountOnSummit

www.crmugsummit.com

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RMUG

There’s a cartoon floating around that perfectly illustrates our corporate life before Microsoft Dynamics CRM: A train is speeding down the tracks while workers on it hurriedly pull the tracks up from behind, fling them forward, and install them in front just in time for the train to speed over them…and the cycle continues.

I think the artist’s intent was to model supply chain efficiency; a graphical (and moderately humorous) interpretation of “just-in-time” delivery. To me, however, it elicited feelings of panic and pressure…overshadowing the important with the urgent.

Running an operation without defined and documented processes is similar to that cartoon. Collectively, we lose ourselves in a daily routine of “putting out fires” (the urgent) and have no time for creating or improving efficiencies (the important). Our own operation was like that, and still is to some degree, but Microsoft Dynamics CRM has helped illuminate where we had under-developed or non-existent processes by asking the questions we never took the time to ask ourselves. Simple business process flows that are probably taken for granted in most implementations were like a gift-wrapped guidebook to improving our business out of the box.

story by Edward Gonzales, Hampton Products, CRMUG® User Member

RunawaytRain

16 | CRMUG Magazine

Something Out of NothingJust after we implemented, I found out that one of our sales analysts was spending a great deal of

time manually tracking down how much we had invested in each tradeshow from the previous year, and then how much business we had gained from each show. It was an ad-hoc ROI request from one of the executives, but essentially she was developing reports that would have been in Microsoft Dynamics CRM had we captured the initial tradeshow data from the beginning.

We are currently developing an end-to-end process that seeks approval for tradeshow participation from the executive team and then tracks that data in Microsoft Dynamics CRM. Once the shows are in the solution, we will have the ability to track leads from each show, opportunities from each lead, and sales from each opportunity. Most of you might be nodding your head and waiting for the punch line, but coming from a process desert, each new metric is like an oasis of information. It seems, however, that each new process unearths the need for another new process, and our leadership team was looking to Microsoft Dynamics CRM to save work, not create more work.

From this, my First Law of Microsoft Dynamics CRM Wizardry was born: Microsoft Dynamics CRM is an excellent tool for digitizing existing processes.

The idea that any new system will be a “silver bullet” and resolve all (or most) of the inefficiencies or woes without any cultural changes is simply wishful thinking.

Growing PainFor us, part of those “cultural changes” meant shifting from each salesperson tracking their business in

their own individual format to a defined standard. As I tried to lure each sales professional to the world of Microsoft Dynamics CRM, I was surprised by how many asked where they could find the notes on their Customers. When I showed them the different places Microsoft Dynamics CRM could capture their notes, they would clarify and ask why the notes aren’t in the system already.

I discovered an inherent paradox with each of them: They would only use Microsoft Dynamics CRM if there was useful information in it, but the information would only be there if they used Microsoft Dynamics CRM.

I had to kick-start their interest with something useful, so I integrated the insights from InsideView and wrote a 10-page manifesto on the many ways they could use the relevant information as a tool to engage with their Customers. This gave most of them an initial reason to open Microsoft Dynamics CRM, and while they were in there they could log a phone call or create an opportunity, giving their leadership usable data and meaningful dashboards.

Once the opportunity leaderboard was added to the sales manager’s dashboard, the sales team’s competitive nature would accelerate User adoption even more.

Creatures of HabitEven with new information and quantifiable metrics illustrating the efficiency of the new processes,

some representatives continued their reluctance and refused to take advantage of Microsoft Dynamics CRM and its many offerings. As the “Microsoft Dynamics CRM Champion”, I had to acknowledge that logic, reason, and math weren’t going to overcome so many years of deeply engrained habits in a few months. Aside from the bells and whistles that come along with any new system, there is a human element to implementation that I had overlooked. To me, the processes and reports and workflows made sense…but to some, it just wasn’t enough to undo the workings of their whole professional career. For these exceptions, I would need to find an alternative motivation to bring them into the Microsoft Dynamics CRM fold…this is a work in progress.

Slowly RisingAdmittedly, User adoption is still a challenge. It may be our industry, or the demographic of our sales

team, but things aren’t progressing as quickly as I’d like. I remind myself, though, that they are progressing, and that is a welcome change. CRMUG

Edward Gonzales is the manager of customer care for Hampton Products. Want to talk about your own creatures of habit? Contact Edward at [email protected].

Q2 2016 | 17

CRMUG® reached out to Members on the CRMUG Open Forum to find out what they’re most looking forward to in Microsoft Dynamics CRM 2016.

Brooke Browne Marketing Manager Smartbridge

That would definitely be the standardized templates with Word. Just the day before I read about this feature, I had a request to incorporate a rather lengthy Word document into Microsoft Dynamics CRM somehow. About one third of the fields required in the document should already exist in their Microsoft Dynamics CRM record, so this hopefully will reduce the amount of time it takes to fill it out and eliminate inconsistencies.

Dana Service CRM Administrator Sunstate Equipment Co.

Our company has an automated system for prospective customers to complete credit applications and apply for an account. Currently, our Microsoft Dynamics CRM relies on our back-end system to associate the credit form to the potential account already in Microsoft Dynamics CRM and convert it to an Active Account. The process

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...with CRMUG Members

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is cumbersome, as the form is emailed or faxed to the potential customer in a PDF. The customer has to print it out, complete it by hand, email or fax it to our credit department, and wait for the approval. Emails can be problematic due to factors such as firewalls that block bulk mail, recipients that do not know to check junk mail filters, and basically relying on a busy company executive to fill out paperwork.

We are most excited about the opportunity to do e-signatures. As our sales team currently uses the Microsoft Dynamics mobile app, we are developing a way to create the credit application on the tablet, use the e-signature, and have it automatically driven to our credit department. Our belief is that getting the form completed immediately while the salesperson is sitting with a customer gets the customer in the door faster and increases in revenue can be seen in real-time.

Jackie Simens CRM Consultant/Solutions Engineer SADA Systems

I’m super excited about the “one-click-Word-templates”. I think it will totally change User training and adoption for the better. CRMUG

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18 | CRMUG Magazine

® IT TAKES A VILLAGE

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For information regarding sponsorship opportunities, please email [email protected]

Set as Default DashboardIf there is a certain dashboard that the Users use more frequently

than the usual, then they are able to set that as the default page. Whenever they come into the workplace, their first page could be that default page. Once the Users are on the workplace, they can first select the dashboard of choice, then click “set as default”.

One of the greatest functionalities of Microsoft Dynamics CRM 2011 is the ability to provide tools that can be customized to match

Users’ personal preferences, helping them increase their productivity level. This makes Microsoft Dynamics CRM a lot more accessible and User-friendly. Check out these four fun tips for Microsoft Dynamics CRM 2011.

Recently Viewed Folder IconWhen Users click on the icon, they are able to access the recently

viewed items. The items come in two columns. On the left is the list of records, and on the right is the list of views.

Four Tricks to Reduce Clicks in Microsoft Dynamics CRMby Joe CRM, PowerObjects, CRMUG® Partner Member

t t&tips & tricks

If a certain record or view seems more important or something that the User accesses even more frequently, then the User can pin the record by clicking the pin button on the right of the record name or view name. By doing this, the record or view is always placed on top of the list.

Once the button is clicked, that selected page is the new default dashboard page.

20 | CRMUG Magazine

Personalizing dashboards makes working on Microsoft Dynamics CRM fun because everything the User wants to use is right there in one place and easy to access.

The “Wanted” ViewIf there is a certain set of records that the User prefers to access

frequently, then Microsoft Dynamics CRM 2011 gives the User the ability to set the view of those records as the default view.

If Users have been working on inputting contacts lately, they might prefer having their active contacts as their primary view. Once they choose “contacts” on the workplace, they can pick the preferred view as the default.

Accessing DataOnce they choose to open a record from the view, they can access

another record without closing the currently opened record. By clicking the drop-down list, they can access all of the records on that view.

Once the view is selected, it will open the selected view page. Then they have to click on the view button on the top left and finally click the “set as default view”.

By clicking the drop-down list on the far right, they will be able to access the next record on the list.

Hope this bit of information helps you enjoy Microsoft Dynamics CRM even more than you already do. Happy CRMing! CRMUG

Joe CRM is a CRM superhero who runs on pure Microsoft Dynamics CRM adrenaline. As the face of PowerObjects, Joe CRM’s mission is to reveal innovative ways to use Microsoft Dynamics CRM and bring the application to more businesses and organizations around the world. Follow Joe CRM on Twitter, @joecrm.

Q2 2016 | 21

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RMUG

Academy On-DemandAdministrator Black Belt training series

The scope and complexity of today’s CRM administrator roles continue to grow and evolve. CRM teams need to gain and maintain proficiency with their CRM system. The CRMUG® Administrator Black Belt Training Series offers Members the ability to learn from Microsoft Dynamics CRM experts and gain industry best practices. This CRMUG Academy series can enhance professional development and improve your organization’s efficiency and effectiveness.

The CRMUG Academy Administrator Black Belt Training Series is a structured, four-class online series for Microsoft Dynamics CRM administrators, super Users, and department heads. The series is designed to help you master the art of administrating, configuring, and adapting Microsoft Dynamics CRM 2015, both online and on-premises.

This on-demand series enables you to complete class content online, anytime, anywhere, and at your own pace. The class format includes high-quality videos streamed directly to your device, instructions for online labs, and additional helpful resources. You progress through a series of modules, responding to questions along the way. At the completion of the modules, detailed instructions on setting up and completing lab assignments are provided. The successful completion of the lab provides you with the correct answers to your Blue, Purple, Brown, or Black Belt Exams. CRMUG

#1 Blue Belt beginner topics include: » Basic administration that includes things like business units,

security roles, access teams, and much more » Basic configuration that includes forms, views, and a lab assignment » Other administrative functions such as calculated and roll up

fields, Outlook Client, and field level security

#2 Purple Belt intermediate topics include: » Advanced form configuration » Custom entities » Finding data in Microsoft Dynamics CRM » Reports, charts, and dashboards » Business rules and business process flows

#3 Brown Belt advanced topics include: » Duplicate detection » Import Data Wizard » Data mapping and Microsoft Excel import/export » Integration tools » Power BI with Microsoft Dynamics CRM

#4 Black Belt expert topics include: » Beginner and intermediate workflow concepts » Rapid prototyping » XRM Toolkit » Portal concept

Visit www.crmug.com/blackbelt for more information and www.crmug.com/academy for the full list of Academy classes.

f u l l s e r i e s

Administrator Black Belt

Training series 1-4

All Belts On Demand

22 | CRMUG Magazine

Congratulations to our most recent contest winner, Kristen Hughes from ThinkWare, Inc.! Kristen found the logo on

page 10 of the Q1 2016 issue of CrMuG® Magazine.

We’re changing it up this issue with a game of bingo! Simply mark the functions you’ve participated in within the last calendar year and then send in a photo or scan of your bingo to [email protected].

newsc h a p t e r n e w sCRMUG C

RMUG CRMUG C

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RMUG C

ChapterHIGHLIGHTS

� e London chapter has hit its groove! More than 100 “Microsoft Dynamics CRM enthusiasts” (chapter

leader Adam Vero’s words) came together for the November 2015 meeting, an event that was the largest in

more than two years and featured more content, MVP presence, and Microsoft team members than ever

before. � e reward? � e best feedback scores ever! “I fully expect us to smash all previous records at some point during 2016,” says Adam. “We track

feedback for every session to help us ensure we deliver exactly what our audience wants. We then pass on

the session feedback scores, along with audience comments, praise, and points for improvement to each

speaker, many of whom are Customers or others who are presenting to a large group for the fi rst time.”

In November, the chapter collected 1,139 numerical scores as part of that feedback, plus other

information such as the Microsoft Dynamics CRM version attendees are using and general comments.

All of this information is then fed into the planning process for the next event to help make sure they are

hitting the mark on content.

» � e above group photo was taken by MVP Scott Durow during the interactive breakout session on “testing”. Scott was chairing this panel session and asked his panelists to join the audience for a photo to show how much they love Microsoft Dynamics CRM (and testing).

10 | CRMUG Magazine


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ChapterHIGHLIGHTS

� e London chapter has hit its groove! More than 100 “Microsoft Dynamics CRM enthusiasts” (chapter

leader Adam Vero’s words) came together for the November 2015 meeting, an event that was the largest in

more than two years and featured more content, MVP presence, and Microsoft team members than ever

before. � e reward? � e best feedback scores ever!

“I fully expect us to smash all previous records at some point during 2016,” says Adam. “We track

feedback for every session to help us ensure we deliver exactly what our audience wants. We then pass on

the session feedback scores, along with audience comments, praise, and points for improvement to each

speaker, many of whom are Customers or others who are presenting to a large group for the fi rst time.”

In November, the chapter collected 1,139 numerical scores as part of that feedback, plus other

information such as the Microsoft Dynamics CRM version attendees are using and general comments.

All of this information is then fed into the planning process for the next event to help make sure they are

hitting the mark on content.

» � e above group photo was taken by MVP Scott Durow during the interactive breakout session on “testing”. Scott was chairing this panel session and asked his panelists to join the audience for a photo to show how much they love Microsoft Dynamics CRM (and testing).

10 | CRMUG Magazine

B I N G OCRMUG

Logged in to the CRMUG website

Updated password in the Contact

Details area of the website

Posted in a community other

than the Open Forum (chapter, SIG, conference)

Wrote a blog

Read the Frequently Asked Questions page

Uploaded a profile picture on the

website

Viewed or downloaded a

webinar recording on the website

Registered for a conference on the

website

Added someone as a contact

Sent a fellow CRMUG community Member a private

message

Registered for an event (webinar,

chapter meeting, Academy class) via

the website

Submitted a support ticket via

the website (not an email)

Marked a response to my post as Best

Answer

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or higher

Filled out my volunteer profile

Started a discussion in the

Open Forum

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document as a favorite

Connected at least one of my social media accounts

in the Social Links area of my profile

Submitted a referral on the Member Get

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connected with LinkedIn

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post

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My Settings

Q2 2016 | 23

What are your top three learnings from the CRMUG® Academy Black Belt Training?

1. I didn’t know as much as I thought. I learned so many little things to do and watch for; my job got so much easier.

2. Don’t overcomplicate security roles. Our initial implementation had so many roles, and they all overlapped and were hard to administer. Start small and tighten up as business requires.

3. Just because we can, doesn’t mean we should. Plan out every customization and make sure that something out of the box will not work first.

Would you recommend the Black Belt Series to other Microsoft Dynamics CRM professionals?I would highly recommend the Black Belt Series to anyone wanting to learn more about administering Microsoft Dynamics CRM. I had worked with the solution for almost three years when I started the program and had taken three Microsoft certification exams, too. I wish this program would have been around when I started; it made understanding the tool so much easier and in smaller chunks. It would have been a great study tool before my certification exams because it is a well-rounded program. I think everyone can learn something from the courses, regardless of how long you have worked with Microsoft Dynamics CRM.

What is the number one reason other Microsoft Dynamics CRM Users should join CRMUG?The interaction with other Members and the willingness to help each other is fantastic. You learn so much by asking and responding to questions and attending webinars and Summit.

ATTEnDEEJim lauer

COMpAnyBlount international

JOB ROlEWebmaster/Database Developer/CrM Admin MEMBER SInCE2012

vOlUnTEER pROfIlEMembership Committeeeducational speaker (Webinars)

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RMUG

Top Three Learnings from the CRMUG Academy Black Belt Training?

1. I didn’t know as much as I thought. I learned so many little things to do and watch for, my job got so much easier.

2. Don’t overcomplicate security roles. Our initial implementation had so many roles and they all overlapped and were hard to administer. Start small and tighten up as business requires.

3. Just because we can, doesn’t mean we should. Plan out every customization and make that something out-of-the-box will not work first.

Would you recommend the Black Belt Series to other CRM professionals?

I would highly recommend the Black Belt Series to anyone wanting to learn more about administering CRM. I had worked with CRM for almost 3 years when I started the program and had taken three Microsoft Certification exams too. I wish this program would have been around when I started, it made understanding the tool so much easier and in smaller chunks. It would have been a great study tool before my certification exams because it is a well-rounded program. I think everyone can learn something from the courses, regardless of how long you have worked with CRM.

What is the number one reason another Dynamics CRM user should join CRMUG?

The interaction with other members and willingness to help each other is fantastic. You learn so much by asking and responding to questions and attending webinars and Summit.

For more information regarding membership, please visit CRMUG.com/join

MEMBERJim Lauer

COMPANY Blount International

JOB ROLE Webmaster/Database Developer/CRM Admin

MEMBER SINCE 2012

VOLUNTEER PROFILE Membership Committee

Educational Speaker (Webinars)

Member ProfileHumans of

MEMBER PROFilE

attendee Spotlight

Academy

For more information regarding Academy courses, please visit crmug.com/academy.

24 | CRMUG Magazine

Email marketing and Marketing Automationfor Microsoft Dynamics CRM

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Learn more about these features and more at

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Put your campaigns on auto-pilot with ClickDimensions campaign automation. Build multi-channel, automated campaigns using an easy drag-and-drop interface.

Maximize the convenience of having ClickDimensions native inside Dynamics CRM through integrated reporting. Link emails, web visits, page views, and form captures directly to CRM campaign records, and visualize your marketing data in Power BI.

Want to see more? Contact us for a live demo, and see these features and much more. Email [email protected] or call us at +1.888.214.4228 today!

Don’t work harder, work smarter with the ClickDimensions marketing automation solution for Microsoft Dynamics CRM

http://clickdimensions.com

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RMUG

TrueBlue, Inc. is a company on the move, focusing on connecting people and work, through direct placement, full human resources management, and on-demand staffing.

With such precious resources, the organization knew they needed a CRM system that could both keep up with workplace demands as well as make their team productive in their element: on the road.

Taking a U-Turn for a Better RouteAshley Steiner, CRM administrator for TrueBlue, supports the deployment of Microsoft Dynamics

CRM, which was implemented because of its service capabilities. “We went through a Salesforce implementation that didn’t go well,” says Ashley. “Since we’ve expanded

by acquisition, we have a lot of point-of-sale systems and quasi-CRM systems, many of which are home-grown.”

26 | CRMUG Magazine

When Microsoft Dynamics CRM was chosen over Oracle and Salesforce (a second RFP from them), it was because of the solution’s service capabilities. Ashley says this is an area where the competitors wouldn’t have satisfied the organization’s needs.

“The Outlook integration was another big thing,” shares Ashley. “Having the ability to automatically and directly connect Microsoft Dynamics CRM and Outlook was a huge piece for us.”

The Journey to True MobilityTrueBlue started on Microsoft Dynamics CRM 2011 and has upgraded along the way, now on Microsoft

Dynamics CRM 2016 as of April 2016.“Our sales team is always on the road, traveling four to five days a week. When we got Microsoft

Dynamics CRM, mobility was a huge area of focus for us,” shares Ashley. “We started out with a third-party mobile solution but didn’t have any sort of customization, which made it difficult for our sales team to actually use.”

Ashley came on board two years ago, just as TrueBlue decided to park that particular app. They went without a mobile app for five or six months, waiting for the mobility functionality that would be included in Microsoft Dynamics CRM 2013.

“It wasn’t great – we couldn’t complete activities, qualify leads, etc. – but we lived with that for a little more than a year,” says Ashley. “With the next release, the mobile app was great, and that has really made a big difference to our sales team.”

Anecdotally, Ashley’s team reported that the ease of use was much better, with features such as search and talk to text at the top of the list.

“Our salespeople have to enter more than 100 activities into Microsoft Dynamics CRM each week,” says Ashley. “Things like talk to text have really cut down on the administrative time so they can do more of what they’re supposed to do.”

“Now they all want their dashboards to show up on their phones so they can see how close they are to meeting their goals,” laughs Ashley.

Watching the DashboardTrueBlue’s staffing division has created an activities dashboard that is the same for everybody, and

through training, each member of the team knows how to pin information to it with some sales reps also having a personal dashboard. That then carries over to mobile devices for some of the reps, where Ashley’s team has customized Microsoft Dynamics CRM to match the organization’s selling process.

“We try to customize Microsoft Dynamics CRM to make it personal to each rep,” says Ashley. “We make it for them and what they need it to be.”

TrueBlue has a “BYOD” (bring your own device) mobile policy, which makes it harder to ensure the Users have the best experience when updates occur. For example, BYOD companies are unable to prevent their Users from moving forward with the update. So if Google and Apple release new software updates and Microsoft has not adjusted the mobile app to meet new requirements in the software, the User’s experience with the app may be difficult or it could be completely unusable.

“It’s getting better,” says Ashley. “When IOS 9 came out a few months ago, nobody had any issues. Other than that, the only issue we’ve had is making sure people select the correct OS software as there are two apps in the App Store. We remedied that issue recently by purchasing a private app store where we house all of our mobile apps for easier download. This way, we’re able to make sure that our Users have the correct version and correct app.”

Driver’s TrainingThat customization also follows the sales reps into their Microsoft Dynamics CRM training. “We have an ambassador program that is made of sales team members who are subject matter

experts and have gone through the ‘Train the Trainer’ courses,” says Ashley. “They do one-on-one training and really know how to go above and beyond. We also include Microsoft Dynamics CRM demos as part of the sales leadership conference so everybody can see the updates and functionality at the same time.”

Ashley’s team also utilizes the User guide that Microsoft produces, sending it out to Users as a resource.“Microsoft has really made a lot of advances in their support, and we appreciate that,” says Ashley. “I

didn’t develop any of my own materials but instead use the ones that Microsoft has created.”

Q2 2016 | 27

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Testing Out the New ModelAshley is excited about the new features seen thus far in Microsoft Dynamics CRM 2016, particularly

the new service hub, integration of surveys directly into the system, and ability to update on demand.“We have our customer service team on Microsoft Dynamics CRM, and any update on the service side

is great,” says Ashley. “Knowledge management is going to be a huge piece for service, marketing, and sales, and we can build on that knowledge base through Parature.”

“The new task flow on mobile devices, where if you set an appointment, the system will guide you to the next step, giving you your new to-dos in one task flow is great,” shares Ashley. “Having a standard process that we teach our people to follow will be so beneficial to our company. And speaking from the admin side, I love that you can see what the mobile device screen will look like when you make edits to it.”

Your Organization’s Mobile StoryThe biggest thing about creating your organization’s mobile story is gauging if it’s actually necessary. It

may be cool, it’s definitely hot, but does your team need it?“In the previous organization I worked for, mobile wasn’t necessary,” says Ashley. “We only encourage

salespeople to do Microsoft Dynamics CRM on their phone if they’re always on their phone. It’s super exciting, but if you don’t need to do it, don’t do it.”

“Second, it’s so important to have a plan as to how you will handle training,” adds Ashley. “When we first launched that unsuccessful third-party mobile product, we didn’t have a training plan, and it wasn’t supported well.”

Ashley concludes, “Finally, create guidelines as to how you want your Users to use the system and be cautious and careful about your audience. For example, if your sales team is not as tech savvy, the browser interface for Microsoft Dynamics CRM will be a better option than the mobile interface. It’s good to give them that option, setting expectations for what will be better and more successful for them.” CRMUG

Ashley Steiner is a CRM administrator for TrueBlue, Inc., focusing on the organization’s dedicated sales team. Would you like to talk to Ashley about mobility and Microsoft Dynamics CRM? Reach out to her at [email protected].

28 | CRMUG Magazine

count me in.

This October, thousands will travel from around the world to Tampa, Florida to attend CRMUG Summit 2016 – the leading live event featuring user-produced education on how to maximize the performance of Microsoft Dynamics® CRM. Over the course of three days, Dynamics CRM Users will immerse themselves in an authentic community-driven environment that offers credible knowledge exchange, focused learning and curated networking. With high-energy programming around every corner at CRMUG Summit, users gain instrumental solutions for their everyday product challenges and larger organizational goals.

Heidi Neuhauser is a Dynamics CRM User and CRM Administration Manager for Surgent Professional Education, a leader in the field of professional education for financial professionals. Neuhauser first attended CRMUG Summit in 2013 and discovered that the ability to hone in on one’s product version, industry and role provides a customized conference experience and return on investment year-round.

Surgent’s CRM deployment is a hybrid with CRM 13 On Prem and Office 365 in the Cloud. According to Neuhauser,

this can be frustrating when seeing the CRM enhancements only available when online. At CRMUG Summit, Neuhauser was able to connect with other users who have hybrid deployments and hear how they manage to enhance their systems without the upgrades available to online clients. “I was able to share my feedback with people from Microsoft and hear about possible solutions from partners/vendors,” said Neuhauser.

The annual conference offers Dynamics CRM users a dedicated and organic space to develop professionally within their roles. Neuhauser has found value in the networking opportunities available during the three-day conference. “I have stayed in contact with peers I have met from CRMUG Summit and during online collaboration throughout the year, which is extremely helpful. Additionally, since CRMUG Summit is user-centric, the advice, tips and tricks, and demonstrations are extremely applicable to our own business.”

You can count on Neuhauser, to attend this year’s conference. “CRMUG Summit is an incredible training opportunity for any CRM user. You have access to a giant library of information, connections, and education,

and you will leave there knowing more about CRM than when you arrive. Come say hi and tell me something awesome your company has done with CRM, and I will do the same.”

What advice would you give to someone who has yet to attend CRMUG Summit?

“My best tip is to go to one or two sessions that are completely outside your normal, day-to-day CRM responsibilities. Put yourself in an uncomfortable position – learn about things you didn’t know existed in the realm of CRM.”

Counting On CRMUG Summit16

Heidi NeuhauserCRM Administration Manager, Surgent Professional Education

Count in. Count On. 10.11-14.16 | www.crmugsummit.com

Why You’ll Love the New Segmenting, Patching, and Cloning Solutions in Microsoft Dynamics CRM 2016

Microsoft Dynamics CRM 2016 has some great new stuff to get excited about, and a few of the new solution features will make some of you almost giddy. That is, if you are a system customizer or system administrator.

We’ll highlight three of the new features: Segmenting, Patching, and Cloning.

Segmented SolutionsWhen we added an entity or entities to our solution, it automatically

added every asset or subcomponent within that entity. This meant bloated solutions and navigating around or removing a bunch of stuff you didn’t want or need.

Until Microsoft Dynamics CRM 2016. Now, you can pick and choose exactly which assets or subcomponents you want for each entity you are adding. It’s called solution segmentation, and it’s awesome.

Step 1: Create your new solution.Step 2: Open your new solution.Step 3: Choose “Add Existing” to select the components you

want to add. We’ll just add Account.

Segmenting, Patching, and Cloning Solutions in Microsoft Dynamics CRMby Michelle Etherton, Encore Business Solutions, CRMUG® Partner Member

t t&tips & tricks

Step 4: Pick and choose which Entity Assets/Subcomponents you want included in your solution. YES, let me repeat that, you can choose exactly which subcomponents you want, down to single fields if that’s all you need.

As you move through your tabs, you can select individual Forms, Views, Charts, Fields, etc. to include, or you can start with a blank canvas to build your solution.

30 | CRMUG Magazine

OR, if you select the Add All Assets box at the top, it will include every asset in that entity (basically what we’ve been used to).

Once you have selected what you need for that entity, if you had chosen to add another entity (component) to your solution, you would progress through each entity and repeat the above steps until you were all done. When you’ve made it through all your entities/components and selected everything you need…click Finish.

But, what if you find out you forgot to add a subcomponent you need? No problem!

In your new solution, select your entity, and then click on “Add Subcomponents” to go through the same steps and select only what you need.

Clone a Patch for Your SolutionWhat is this new patch and clone nonsense? It’s fantastic, that’s

what it is. Let’s say our new solution has been deployed for a while now, and we need to add a new Calculated Field to our Account entity, but we don’t want to do it in our full solution so we can test it out, make adjustments, and whatnot.

Select your solution and choose “Clone a Patch” at the top.

This creates an empty solution, and you will follow the same steps above to add whichever entities and assets you want. It sure looks and feels like any other solution, but you’ll see the name includes your Base solution and Patch, so you know it’s a patch. Otherwise, you can do everything with it you can in a regular solution (except clone a patch of it – you can’t do that).

Use your patch solution to make your changes. You can create multiple patches from your Base solution.

Clone Your SolutionHere’s where cloning a patch of your solution is so different and

can be beneficial over creating a bunch of new independent solutions: If you select your Base solution and choose Clone Solution, all of your patches are rolled into your Base solution leaving with you with ONE solution to manage.

How cool is that? It will be so much easier to manage, import, and export our solutions. Thank you, Microsoft! CRMUG

Michelle Etherton is a solutions specialist for Encore Business Solutions. You can follow the Encoreblog at blog.encorebusiness.com.

Q2 2016 | 31

Public or Member Only WebinarsSomething we’ve heard from the community is you’d like an easy way to see which webinars are open to everyone (public) and which ones are only available to paid CRMUG Members. We’ve added a filter on the webinars page that allows filtering in three categories: All (default view), Public, or Member Only.

Registrations for You and Your TeamMany of our Member companies have asked to see all the registration activity happening for their company. This helps when determining to move from subscriber to paid Member or when looking at annual renewals. Account administrators and the primary contact will see a new button in their profile area – Company Registrations. This gives an all-up view of all registration activities for your company.

Find Your Add-On ActivitiesWhen you register for a conference, often times there are additional registration activities you can choose (like Pre-Conference Academy classes prior to CRMUG Summit). Previously when you looked at your registration in the My Registrations area of your profile, you would not see those additional registration activities. Now when you look at your registrations, you can see those details.

Am i logged in?You may have noticed when registering for an event that you are sometimes prompted to log in (again), even though you can see your profile picture in the upper right of the site. We’re releasing a fix that will address this discrepancy and eliminate the need for multiple logins.

Are We There Yet?We’ve heard (and experienced) some poor performance issues when registering for events on the site – specifically the loading speed. This release includes fixes to help with the screens loading during the registration process. We will continue to improve this process with additional fixes in future 2016 releases.

We were thrilled to roll out new features and enhancements to the CrMuG® website during Q1. released on January

26, we hope these updates have improved your user experience when visiting www.crmug.com.

Keep helping us help you by letting us know your thoughts and feedback about your experiences on www.crmug.com. We are

always looking to improve the content and performance of the site and will continue to share additional updates. CRMUG

what’s new CRMuG websiteon the

32 | CRMUG Magazine

NAMe THAT PHOTO

CONTeST

All that knowledge just knocks

you off your feet, doesn’t it? What

would you caption this photo of our

CRMUG® Medics, taken last fall at

CRMUG Summit?

Simply email your submission to

[email protected]. The

winning submission will be printed

in the magazine’s next issue.

Q1 COnTEST WinnER:Chip Thiel of Ohio Gratings, Inc.“Always test the wind direction before an upgrade!”

Q2 2016 | 33

CRMUG® sat down with Jujhar Singh, general manager of Microsoft Dynamics CRM, to talk about the product’s release cadence, his team’s mantra for 2016, and the one thing

Users should embrace today.

CRMUG: Microsoft Dynamics CRM Users seem to appreciate the new release cadence from Microsoft that brings more Microsoft Dynamics CRM features, more often. What is your opinion of the opportunities and/or challenges that all of this innovation brings to Users? Jujhar Singh (JS): Yes, we are delivering new innovation and value at a rapid rate not seen in this market before. We have no plans to slow down and will continue to deliver two releases per year for Microsoft Dynamics CRM: Spring and fall.

We will also deliver monthly updates for Microsoft Social Engagement. This presents a great opportunity for our Customers to add more value, more frequently, so they can stay ahead of their competition and meet the demands of their Customers in an omnichannel, digital, mobile world.

The challenge is that Customers need to change the way they manage their business application to make it easy to upgrade. If the software is as close to out of the box as possible, then it is easier to upgrade, and as such, to consume the innovation. You really have to build the culture of rapid innovation adoption. This cultural change and change management are difficult, but once you make the appropriate adjustments, updates go from many months to a few hours.

Our plans are to make update tooling better and for updates to happen more efficiently and with minimal effort with low impact on the Users. Along with that, we are also introducing context-

sensitive guidance called LearningPath, which will let Users consume newer features relatively quickly by providing rich audio-visual support right within the product.

CRMUG: Do you have a top three List of “Do’s” in a Microsoft Dynamics CRM deployment? JS: 1) Simplify the UI. What I mean by this is reduce the complexity and customization of your Microsoft Dynamics CRM instance. We often hear from Customers that they ruined their UI by trying to cover every process, feature request, and scenario their business asks for. It is important to meet the needs of your business, but you don’t want to rebuild all of your problems of the past. You want a business process-rich, light, and lean experience that is easy to update and highly performant.

2) Get to value quickly and get quick wins. I have seen countless failed implementations because IT took a year to highly customize the solution (see point 1), and by the time they started rolling out the solution, it didn’t meet what the business wanted. I would recommend a phased approach, running small pilots and iterating rapidly based on feedback. Get small wins and build momentum.

3) Build a plan to stay on the current version of the solution. Do not get too far behind.

CRMUG: Fair enough! 2015 appeared to be a year of “Customer Engagement”. Is there a theme for 2016?JS: Yes. I have been using the mantra of “Intelligent Customer Engagement”. The Customer is still the key, but to fulfill on true Customer engagement, you must have proactive and predictive intelligence to build strong productive relationships. We believe our unique value proposition lies in everything Microsoft

Jujhar Singh general manager of Microsoft Dynamics CRM

microsoft member showcase

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34 | CRMUG Magazine

can bring to the table, from end-to-end productivity scenarios with Office 365 to the deep intelligence and scalable infrastructure of Azure and Cortana Analytics, to business process and Customer engagement with Microsoft Dynamics CRM.

I know that was a lot of product names, but the fact of the matter is we plan to help Customers in the “Intelligent Customer Engagement” space, as this helps improve employee productivity and delight Customers.

CRMUG: The Internet of Things (IoT) and Azure in the Machine-2-Machine industry seem to be an upcoming “wave”, if you will. What role does Microsoft Dynamics CRM or xRM play in that space?JS: IoT is a big buzzword these days and rightfully so. With the enormous number of connected devices and the volume of data being gathered and stored, IoT provides many interesting use cases for companies to take advantage of. Together with Azure, Cortana Analytics, and Microsoft Dynamics CRM, Customers can take advantage of these connected services to deliver better experiences for their customers. These services allow you to collect data from people, devices, and machines, and once the data is in the big data store, the combination of machine learning and the business process creates a powerful end-to-end story. Let me give you two examples:

First, think of a diabetic patient and their medical device readings that are captured and stored. These can then be analyzed against data from thousands of other similar patients, which in turn provides a signal to the patient’s doctor who can immediately reach out to discuss their concerns. This is proactive health maintenance that might otherwise go undetected.

Another example is the dispatch and scheduling for field service. Think of an elevator company that has sensors reporting instrumentation to a central data store, where a warning pops up about a specific lift in a major building. This information can kick off a workflow, schedule a project, identify the right field technician, and dispatch the technician to the site to fix it proactively. This can be a profound improvement to the experience of a Customer! Think of how service businesses can create new business models based on this information. This is truly actionable intelligence at its finest!

CRMUG: What is the one thing Users need to embrace sooner rather than later with regard to their existing Microsoft Dynamics CRM deployment? JS: This is a tough question. I have recently spent a great deal of time with Customers in my new role, and one of the things that strikes me is how much more value our Customers can derive from our products.

We are using such a small percentage of the power of Microsoft Dynamics CRM today, and Customers are just scratching the surface of leveraging Azure, Cortana Analytics, Machine Learning, Complex Case Management, Social Engagement, mobility, and the list goes on and on.

We do have some Customers that are moving toward running their entire business with Microsoft Dynamics CRM Online handling all transactional data, but we need to help more of our Customers achieve these best-in-class experiences in order to impact their businesses in a dramatically positive way. So, to answer the question, you have to inspect what you are trying to accomplish and then build a plan to expand usage. There are easy wins with Social Engagement and mobility. These come with the pro licenses and can be used today, but they have to be deployed in a way that will help solve your business challenges.

CRMUG: How can Microsoft Dynamics CRM Users best help you and your team better build and shape the future of Microsoft Dynamics CRM? JS: It’s really about taking advantage of CRMUG. I am a big proponent of this User Group, and we listen closely to the feedback from this group. My Microsoft Dynamics CRM R&D team is highly engaged with CRMUG, and we want to build even deeper relationships in 2016 with the community.

Another area would be entering your feedback into the Connect tool, in order for us to know what is important to you and what we should focus on with future releases.

Perhaps the biggest thing for me, though, is building a vibrant User community. The community helps each other achieve more, and I would like to see CRMUG to be a conduit of the voice of our Customers! CRMUG

Q2 2016 | 35

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RMUG

Does change bring fear of the unknown – or is it an exciting challenge that you want to be in on, or do you feel something in between: Apprehension, but you’re willing to give it some attention? Thoughts like this swirl in everyone’s minds whenever a new project, system implementation, or company change is in the works. I’ve seen too much of this in my years as a project manager, especially when implementing a new application that

has broad reaches into the company. People are wondering about what processes will change, whether their jobs will be affected or possibly even eliminated, or whether there will be no affect to their jobs at all. There is talk in the hallways – guessing, wondering, pre-supposing…etc.

From my perspective as a project manager, change management is something that should be top of mind when a new project or initiative is being discussed. It should be tackled proactively. Change should be considered just as important as gathering requirements. Without buy-in and adoption, there is NO project – at least not a successful one!

In the planning phase, consider the change it will have to the organization. Will it just affect one department, or are there cross-functional impacts? Talking it over with HR may be helpful as they may see a human component that you may not have recognized. Here are some important items to include:

ChanGewhat does it mean to you?story by GG Rowe, Planar, a leyard company, User Member

36 | CRMUG Magazine

» Create a project steering committee – Included should be your key sponsor who is funding the effort along with other affected department managers. This could be top-level management, middle management, or a specific department head. This group should be able to provide insight on their organization and attitude toward any perceived changes.

» Build a communication plan – Define a schedule of when to communicate and what the content of each message should be. It may start fairly high-level and then get more specific as the project progresses.

» Develop a strong core team – Sometimes your loudest naysayer can be your best advocate and team member! The core team is an important component of a project. Select the right people to work on the project – ones that are open to change, willing to experiment, can think outside of the box. This team will help define the processes and ensure that what is important remains and that what can be changed to fit the system is indeed changed. They will become your best communicators for the project and for any changes that will be implemented.

During project execution, it is important to have periodic communications. Consider brown bag events to respond to open questions and answers. Focus group meetings are another idea for getting in front of a particular group that is thought to be impacted or has concerns. Whatever avenues are chosen, concerns can be aired and hopefully any issues can be alleviated before they become problems and a roadblock to success. At a minimum, this provides opportunities for people to voice their thoughts. Two key factors here are LISTENING and following through! Every project team member should be actively listening to conversations around them. And then they should be making sure there is a communication feedback loop. This can be difficult since you may hear things you didn’t want to know, but it is best to be open, honest, and tackle them head on. Even saying, “I don’t know right now” or, “I’ll have to get back to you” is better than no response. Provide an opportunity for people to get involved, if possible. Maybe they will volunteer to be a tester!

At project roll-out, be sure to have adequate training and documentation coverage. One area easily missed is training for the casual or inquiry Users. These people are important for adoption since they are typically your data analysts that need to understand the information to make recommendations and decisions. Here’s an idea from a past project: Have the core team wear team shirts and roam around so that they can be easily spotted to answer questions and resolve any start-up questions. A daily stand-up at the beginning or end of the day to review issues is a good way to ensure nothing is dropped, and it keeps the core team in sync with issues. This is especially important if you have multiple regions affected.

Each steering committee member should have the project regularly on their staff meeting agenda as well as in 1:1 discussions. Conveying status, impact, and implications is important as well as showing management involvement, support, and buy-in. It should also be a topic for executive staff so that an overall understanding of the effect on the company as a whole as well as the cross-functional concerns and issues are discussed. The management team will need to help make decisions to resolve issues related to resources, priorities, and cross-functional impacts. A key factor here is SUPPORT!

In summary, embrace change – life never stands still. And again, coming from a project manager, it is always about change! CRMUG

GG Rowe is the IT applications manager and project manager for Planar, a Leyard company. Want to talk about what change means to you? Contact GG at [email protected].

Q2 2016 | 37

As a community built by Users for Users, CRMUG® relies strictly on Members’ volunteer efforts to help us grow and flourish. Everyone has different reasons for volunteering, usually some combination of intrinsic and extrinsic benefits including personal and professional development, service to others, developing a deeper network within the community, and more. We are pleased to launch an expanded program to provide our growing, diverse

community of volunteers with more support to get engaged by sharing their time and talents while developing personally and professionally, making a meaningful impact in the User Group community, and being recognized for their valuable efforts in helping grow quality programming and experiences across CRMUG.

What’s In It for You? Givers Gain!As a CRMUG volunteer, you join an incredible network of peers and subject matter experts dedicated

to helping the User Group community. Our volunteers share that through their experiences, they receive much more than they give: They are challenged, encouraged, and supported as they develop deeper product knowledge, grow their skills, and expand their personal and professional network. Take the leap: You’ll be glad you did!

As a member of the CRMUG volunteer community, you’ll receive resources to connect you with opportunities of interest and develop you in your role. This will include access to the virtual volunteer community, library of training resources and events, dedicated communication and interaction with User Group team members regarding your volunteer experiences and opportunities, and more.

Your Community Needs You. It’s Easy to Get Started!

It’s simple to get involved as a volunteer with the User Group. Log into www.crmug.com/volunteer for details today! You’ll take a few minutes to review the four ways to volunteer and submit your volunteer profile, sharing how you’d like to volunteer your time, any specialty focus areas, and some general information about your expertise in Microsoft Dynamics CRM. Then we will follow up with you to discuss opportunities matching your areas of interest. You’ll also be invited to join the virtual CRMUG volunteer community, where you’ll learn about new opportunities, network, and access training and development resources.

4 Ways to Volunteer:» Present virtually in

webinars or in person at conferences or local chapter meetings

» InstruCt an Academy course online or at conferences

» serVe on a User Group board or committee, lead a Special Interest Group (SIG), or join a chapter leadership team

» WrIte a blog, magazine article or tech tip

Expanded Volunteer Program

Get Engaged in CRMUGBrings You More Ways to

38 | CRMUG Magazine

Stay Tuned for Updates!We will continue to build the CRMUG volunteer program to enable Members to share their knowledge

and experiences as passionate volunteer leaders who are actively supported in helping the User Group grow and flourish. This is your User Group – get involved today: visit www.crmug.com/volunteer to fill out your volunteer profile and get connected. We’ll invite you to share your experiences, and you’ll keep up to date on what’s new with the CRMUG volunteer program. We look forward to involving you as a CRMUG volunteer, honoring our tradition of “for Users, by Users” and helping grow quality programming and experiences across your User Group! CRMUG

Volunteer Recognition and Rewards

In September 2015, we launched the recognition and rewards facet of the volunteer program. Working with a group of User Group volunteers, we created a plan to recognize the vital role volunteers have in building a strong and valuable User Group community. Volunteers will receive recognition of contributions and earn points for each volunteer activity contributed to the User Group. Points accrued during each program year (Sep. 1 through Aug. 31) will go toward annual volunteer appreciation rewards, the first of which will be announced at CRMUG Summit 2016 in Tampa, Florida. We are excited for this enhancement to the volunteer program, which strives to show appreciation for volunteers’ contributions and provide meaningful rewards of value. Log into www.crmug.com/volunteer for details!

Volunteer aPPreCIatIon:» First annual Volunteer Rewards

to be announced at Summit 2016

» Recognition in the User Group Magazine, website, and social media

» User Group apparel

» Volunteer certificate/plaque

» VIP experience at Summit

» Discounts to User Group Academy training

» And more!

Q2 2016 | 39

t t&tips & tricks

Clean up your Inbox act!Tips to Being More Efficient and Less Stressed About Your Inbox

This content is part of the OneSource Microsoft Tools webinar series, the goal of which is to spread education regarding Microsoft technologies to NAVUG Members.

Here’s a quick summary of this webinar; be sure to check it out at www.crmug.com/inboxcontrol.

If you’re like many people, you may need some inspiration to clean up your inbox act! To help counter this problem with

productivity, Ginny Ferguson presented a session called Inbox Overflowing? Take Back Control! based on the popular book, “The 15-Minute Inbox”.

There’s nothing like a fun word equation when trying to change your email habits. Try to implement The 4+1 Action Ds strategy, and you’ll be well on your way to a cleaner inbox!

» Delete It – Ask yourself, do I really need this? Is it part of my job? » Deal with It – If you can deal with it in less than two minutes, just do it immediately. When you are done

with the message, put it in an ARCHIVE folder or FOLLOW-UP folder if it needs follow-up by you or delete it.

» Defer It – If it will take longer than two minutes but less than one hour and is part of your job, move it to your ACTION TODAY folder. If it’s longer than an hour, plan it into your calendar.

» Delegate It – If it requires another’s action, include clear instruction (what, by when, how, next action, answer to be sent, etc.) and follow-up and archive it.

» Done – Keep moving when you’re processing your inbox. You can’t get distracted by links, attachments, or even new emails. CRMUG

Ginny urges you to think of your inbox as a busy airport terminal. You need to organize it so you can quickly process the emails and move on. Prepare your terminals and define a strategy to keep that inbox clean!

» action today – Emails that require your action as quickly as possible. » Follow-up – You are either waiting on someone else’s input, or you need to check progress on an action. » read later – Emails that don’t require action, but you do need or want to read content.

First and foremost, identify the types of email you’re receiving: » Critical and urgent – Needs to be addressed immediately. » Critical and not urgent – Helps you to advance your goals, project, or business, and/or required action

is part of your job. » not Critical and urgent – Everything else that enters your inbox and is not critical, but carries a sense

of urgency. » not Critical and not urgent – Even if you don’t have to act on it, it’s still in your inbox. Delete!

Bonus tip from Ginny! Schedule 30 minutes per month on filing maintenance, making sure files are still relevant. This helps a ton

in easy placement of emails and access to information.

40 | CRMUG Magazine

roll up notes to a Parent record

Visit www.crmug.com/trend1 to view the full thread and read all comments.

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It’s easy to post a questIon or a response...It’s easy to post a question or a response. Visit www.crmug.com, log in, and click on Learn & Engage Open Forum. You can start a new topic or use the Search feature to join an existing discussion.

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Importing accounts and Contracts

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topics

Q2 2016 | 41

About Sonoma PartnersSonoma Partners has more than 14 years of

experience with a deep focus on the professional

services and manufacturing industries, mobile

expertise, and the unique ability to implement

both Microsoft Dynamics CRM and Salesforce.

CRMUG: Sonoma Partners is located in Chicago,

so what is the story behind the company name?

Jim Steger (JS): My business partner, Mike

Snyder, is a self-described “cork dork”, and the

wine area he loves the most is Sonoma County in

Northern California.

This is largely because the winemakers in

Sonoma have direct involvement in their craft, and

they also make time to chat about their wine with

their customers. From the very beginning, this

personal, hands-on model is what we had in mind

for Sonoma Partners.

We want to instill that type of leadership for

our employees and our customers, always taking

a hands-on approach to how they do business and

manage their CRM systems.

We’ve taken the wine theme even further

with our BRIX Event for Manufacturing and

Distribution and our CRUSH Conference for

Professional Services (brix and crush are both

winemaking terms).

CRMUG: Tell us more about how you and Mike

began working together and how Sonoma came

to be.

JS: Mike and I have known each other since 1994,

and we started a dotcom company back in 1999.

We grew and sold that company to a venture

capital firm, and then circled back up to start

doing some e-commerce website work in 2001. In

2002, we decided to explore Microsoft Dynamics

CRM. Being at the front-end with Customers

and Users appealed to us more than offering

ERP or financial systems that work on the back-

end. However, that time was the very infancy of

Microsoft Dynamics CRM, and we were dubious

of the long-term viability of the solution back in

the version 1.2 days. We took a small break to write

our own applications, but then Microsoft released

Microsoft Dynamics CRM 3.0. That solution was a

more scalable and dynamic system that we could

build a business on.

From that point forward, we focused our efforts

on offering Microsoft Dynamics CRM and wrote

a handful of books for Microsoft Press that would

become the initial CRM bibles. It was a great

experience for us and helped us gain a broader

audience in the community.

Over the past four years, we have augmented

our offerings slightly to incorporate enterprise

mobility, and then we picked up Salesforce to

expand our CRM reach in mobility and our core

verticals.

CRMUG: What type of mobile services and

customizations do you provide?

JS: Mobile is so broad and rapidly changing.

That broadness is a challenge to understand. The

questions really are, what are you trying to solve

and how can we use mobile to solve that problem?

There are a lot of new mobile tools natively

CompanySonoma Partners

IntervIeweeJim Steger,

Co-founder and Partner

websItewww.sonomapartners.com

[email protected]

HeadquartersChicago, Illinois

InterestIng FaCtSonoma Partners is named after

a county in the wine-producing

region of Northern California.

var partner member sInCe2010

Var Partner solution showcase

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42 | CRMUG Magazine

available in Microsoft Dynamics CRM, so we first check to see if that

meets our client’s needs.

As we narrow that question to align with our Customer’s business

flow, it can lend itself to a custom application. Our custom applications

have a focused problem to solve, with a unique look and a more direct

flow than the off-the-shelf solution. A mobile application’s feel and

interoperability are critical for success. My rule of thumb is to test

our applications on my 4-year-old daughter. A successful mobile

application will be intuitive enough for even her to navigate. If you

can achieve this, User adoption will go up, and the need for training

will go down.

At some point in the near future, all implementations will be

mobile-enabled by default. Some of our Customers are already taking

that approach and seeing immediate success.

CRMUG: What type of companies make up your current client

base?

JS: We have a vertical focus on professional services (account,

management, and IT consulting, architecture/engineering/

construction) and manufacturing (life sciences, industrial equipment,

wholesale, and distribution). We’ve been successful in finding the

common problems and use cases in these industries, allowing us to

provide the right kind of solutions for our Customers. Both of the

conferences I mentioned earlier (BRIX and CRUSH) are targeted on

these two industries so that our clients can discuss common business

challenges and further collaborate on how to tackle those challenges

in the context of CRM.

CRMUG: Do you see one of these areas adopting mobile more

than the other?

JS: Manufacturing companies are embracing mobile a bit quicker.

Professional service firms are so unique. They’re really not in a position

to mandate a solution to their Users, who are mostly partners in the

firm. Those partners demand high value and ease of use if they are

to interact with the system. As a consequence, one of the key areas

of focus is clean data. If you can’t solve that, it’s a non-starter in a

Microsoft Dynamics CRM implementation. I believe mobile will help

with the data issue, as we can define very simple and clear interaction

opportunities, as well as the value of good data to those Users.

I came from the manufacturing space, and they typically have a

three-tier model, working with Customers through distributors. Data

needs to be more accessible and up to date, and mobile clearly helps

in delivering that information accurately.

You can’t force people to log in and search a web page for

information, but we know they’re always looking at their mobile

devices. That behavior provides opportunity for organizations to

deliver business value in new and exciting ways.

“Ninety percent of our sales opportunities have been created through Sonoma

Partners’ iPad application. It (the mobile app) changed my life. I wish I had this

20 years ago. I’ve never been so efficient and gotten so much done.”

Amy Munson, VP Sales & Marketing Technology, Medline Industries

Q2 2016 | 43

CRMUG: Tell us about your atypical IT consulting model at

Sonoma Partners.

JS: It really boils down to our remote delivery model. We strive to

balance work/life with our colleagues. When Mike and I started out

with just two of us, I was engaged at the time, and he was starting a

family. We didn’t want to be on the road all day, every day, away from

our families. When we engage with clients, we’re on-site at particular

points in the project, but the bulk of the effort is done remotely.

Clients then receive the benefit of happier and more engaged

resources. And that highlights the culture and vibe of our company,

that we put family first.

Some industries didn’t like a remote approach a few years ago, but

now so many more technology and conferencing solutions exist. It’s

easier than ever to do work remotely and more efficiently. It’s also less

expensive for our clients and less costly for us. We’re now starting to

see this shift as a more common approach.

There is always a huge push to go offshore and monetize our resources,

but I really believe the type of work that we do isn’t a commodity. We

solve complex problems and need to do so creatively. All projects are

unique, and it often comes down to the individuals and relationships.

Rates may be a bit higher here, but we experience fewer issues and get

projects done much faster than alternative arrangements.

CRMUG: What do you love most about the work that you do?

JS: I’ve been doing this for 15 years, and I can’t think of any year that

I wasn’t energized about what we do. Two years ago, I wasn’t talking

mobile phones. There wasn’t any value or return from it. Now I’m

all about the phone. Maybe two years from now, I’ll be all about the

watches or machine learning. Technology is quickly evolving, and it’s

a constant challenge to see how can we apply these new techniques

to common business tasks.

We meet with Customers to make sure their relationships are

working. It all comes down to this: While we work in technology, at

our core, we really work with people. Regardless of the technology,

every project depends on the people involved.

CRMUG: What do you love about CRMUG and the community?

JS: Mike and I have been fortunate since our dotcom days to

find people willing to help us. I don’t know if we’ve just been

lucky or it’s the nature of the business, but I get a similar feel

with CRMUG. A ton of collaboration exists within the CRM

community, and those types of User-to-User conversations are

so powerful. CRMUG brings individuals sharing a common set

of ideas and challenges together, allowing them to connect and

succeed. CRMUG

“I’ve been doing this for 15 years, and I can’t think of any year that I wasn’t

energized about what we do.”

44 | CRMUG Magazine

5MINUTESVOLUNTEER

WITH CRMUG’S

eric beinsprincipal Consultant – process, design & strategyJourneyteam

OF THE QUARTER

who I’m following on social media right now… On Twitter, it would be James Townsend (@jamestownsend). On LinkedIn, I’m really enjoying Richard Branson’s content. on my desk right now… Whiteboard markers, pictures of my family, a blender bottle, a grid-lined pad for notes/sketches, and some printouts.

my three goals for 2016… More time with my family, learn the latest features of Microsoft Dynamics CRM 2016, and learn German.

what I do when I’m not at work… I go camping, hiking, to the gym, to kids’ activities, and enjoy anything active/outdoors with my family.

the best advice I ever received… Work-related, it would be: “Make your boss look good.” For life in general, it would be: “Try a little harder, to be a little better.”

Q2 2016 | 45

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RMUG

Community and Support Coming Together Is it easy for your Customers to

talk to each other? Can they access support channels that help them solve their own issues and questions? The traditional

help desk models and phone support queues are now antiquated. The ideal customer experience breeds

collaboration and real-time responses. According to a recent survey on omnichannel customer

service by Zendesk, 64 percent of respondents expect to receive real-time assistance, regardless of the channel. It’s integral for

companies to deliver a top-notch customer experience for all channels – according to Gartner research, 89 percent of businesses are expected to

compete mainly on the basis of customer experience by 2016. Furthermore, Gartner’s 2012 annual predictions report claimed companies can save anywhere

from 10 to 50 percent in support costs by integrating a community into customer support.

Clearly Customers are front and center when it comes to support, feedback, and ultimately, brand advocacy.

What are you offering your Customers right now? Can they rely on a support system that provides quick, thorough answers, and contributes to a greater knowledgebase? Do they have the option to

connect and discuss questions or issues with other Customers, at any time? A support system and an online community are the perfect match for today’s preferred customer experience.

This integrated approach will ultimately alleviate inbound calls, reduce customer frustrations, and save your company money.

Finding the right answer may be as easy as asking other Customers or searching the knowledgebase built by those same Customers. The content and collaboration tools within an online community are paving the way for programs focused

on the voice of the customer. By offering the means to communicate with one another and provide unbiased feedback, an

story by Mark lowry, Higher logic, CrMuG® Partner Member

46 | CRMUG Magazine

organization will see its Customers shift from basic consumers to brand advocates. » Customers should develop their own road map. Part of any Customer’s onboarding process

should include access to product support, feedback, and collaboration. An online community platform brings Customers, new and established, together in a 24/7 collaborative portal. This is where the customer can control the experience, whether that is asking questions, accessing resources, or contributing to this constantly evolving knowledgebase. By integrating a support or ticketing system into a thriving community, the Customers receive another layer of support, directly through the company. The two platforms have a symbiotic relationship – the support queue benefits from previous discussions and resources marked for that issue, and the community can collect and disseminate data with direct help from the company’s product and support teams.

» Customers should create their own brand. As the community and its support system work together to amass a knowledgebase, Customers are also working through that knowledgebase to pick and choose what works for them. Companies can no longer dictate what and how Customers consume – it’s now the other way around. This omnichannel approach – extending beyond the community/support system team, to channels like review sites, surveys, and public social media – puts the power in the hands of Customers. From there, Customers consume only what is useful and pertinent to them, and the platforms elicit instant feedback on that consumption. It’s a much quicker product feedback loop, which benefits company and customer. The company can improve and innovate more accurately, and the customer can tailor their experiences.

» Customers should decide on companies’ next big ideas. Because branding is now firmly in the customer camp, this paves the way for a much more collaborative relationship between companies and its Customers. An online community organizes customer discussions, product reviews, and questions into the ideal compendium of new and updated product ideas for the company.

How online communities and customer support systems work together

To better understand how seamless the process is for customers using an online community and support system together, read about this particular customer experience:

» ask a question. A customer has a question on a certain product and heads to the online community first. She uses the search function and immediately finds a discussion thread on the topic. One of the responses in the thread is marked as the best answer. A great find – her question has been answered.

» Contribute to the knowledgebase. The customer is happy with how this helped her, so she thinks it should be part of the company’s overall support documentation and submits it to the “knowledgebase.” It’s added to the queue to be reviewed by a customer support team within the company, which now has new support content sourced and vetted by its customer community.

» reach out for support. A few days later, the same customer returns with another question. Again she searches through the discussions on similar topics. This time her situation is unique, and she cannot find exactly what she needs, even after interacting with other customers in the discussion thread. Not a problem – she simply opens a new support ticket through the customer support system, right within the community platform. The full thread outlining her question is attached to the ticket, so the company support staff is up to speed on her question before they even talk with her. Problem solved, and no automated phone call prompts or frustrating hold music necessary.

Consider how you are already interacting with your Customers – bringing online communities and support systems together are important for how any company can work, relate, and support its Customers. The real advantage to improving the customer experience is recognizing the benefits of both customer engagement and support. This combination provides the opportunity for ongoing learning and customer-to-customer collaboration – gone are outmoded call and response models. Your company and your Customers will see improvements in performance, customer service intelligence, customer satisfaction, and a return on investment. CRMUG

Mark Lowry is the CRO of Higher Logic, the company that provides the engine behind CRMUG Collaborate. Want to talk about Customer interaction? Contact Mark at [email protected].

Q2 2016 | 47

industry showcase

aeP enerGy, InC. Chicago, IllinoisAEP Energy, Inc. is a certified competitive retail electric service (CRES) provider and a certified competitive retail natural gas service (CRNGS) provider affiliated with American Electric Power Company, Inc. AEP Energy delivers great customer experience and value to its customers in a variety of ways including energy supply, renewable energy, energy management, energy efficiency measures, demand response, and distributed generation.

FoCus on enerGy Madison, Wisconsin Focus on Energy, Wisconsin utilities’ statewide program for energy efficiency and renewable energy, helps eligible residents and businesses save energy and money while protecting the environment. Focus on Energy information, resources, and financial incentives help to implement energy efficiency and renewable energy projects that otherwise would not be completed.

lIberty PoWer CorP Fort lauderdale, FloridaLiberty Power is the largest privately-held, independent retail electric supplier in the United States based on 2015 rankings of electric retailers by DNV GL, the world’s leading classification society. The company is also the first minority-owned supplier with a national footprint, and the largest Hispanic-owned energy company in the United States according to HispanicBusiness Inc. Liberty Power provides large and small businesses, government agencies, and residential customers with competitively-priced electricity and exceptional customer service.

Clearesultaustin, texasCLEAResult is the largest provider of energy efficiency programs and services in North America. Through proven strategies tailored to clients’ unique needs and market dynamics, the combined strength of experienced energy experts and technology-enabled service offerings helps CLEAResult change the way people use energy for hundreds of utility and business partners. Founded in 2003, CLEAResult is headquartered in Austin, Texas, and has close to 3,000 employees in more than 70 cities across the U.S. and Canada.

High Energy and Efficient PowerEnergy efficiency programs, renewable energy, and

hydropower are just some of the ways these CRMUG® Members provide utility services to their communities.

When you’re in need of electricity (and when aren’t you?), these utility companies are on the case to serve you with high energy and efficient power!

bonneVIlle PoWer aDMInIstratIonPortland, oregonThe Bonneville Power Administration (BPA) is a nonprofit federal power marketer that sells wholesale electricity from 31 federal dams and one nuclear plant to 142 northwest electric utilities, serving millions of consumers and businesses in Washington, Oregon, Idaho, western Montana, and parts of California, Nevada, Utah, and Wyoming, in all, about a third of the electricity consumed in the northwest.

48 | CRMUG Magazine

Congratulations to steve Warweg of log House Foods, Inc. for winning the Q1 2016 Word

Find. Your prize is in the mail! Below are 25 words that relate to the topics and theme in this

issue of CRMUG® Magazine. These words can be found in the grid horizontally, vertically,

diagonally, backwards, and forwards. Submit your completed Word Find for a chance to win a

gift certificate; simply scan and email your entry to [email protected].

Academy

Arctic IT

Bingo

Bob Kanzler

Clean Up Your Inbox Act

Cloning

Eric Beins

European Congress

High Energy

Jim Lauer

Jujhar Singh

Members

Microsoft Dynamics CRM

Mobility

Partners

Patching

Reduce Clicks

Runaway Train

Segmenting

Sonoma Partners

Summit

Ultimate Experience

Users

Volunteers

Walk Before You Run

wordf indW A E R I C B E I N S L K N I A R T Y A W A N U RS D Y N A M I C S C R M M I C R M A R C T I M A CO B I G C L E A N U P Y O U R E L Z N A K B O B AN O M N D T F O S O R C I M M E R I C B E I B B EO B M I S R R E N T R A P B A C I G N O L C I I UM K U H E R I C J U J H E C O N G R E S S C L N RA A S C Y A W A N U R R E D U C E C L I C L I V OP A R T N E R S A R S E G M E N T I N G N E T O PA R C A U S E J U P A T C H P A R T N E O A Y L ER C L P O E I I S M J I Y G R E N E H G I H N U AT T O D Y G R M I A M E T N U L O V N M R C S N NN I S Y E M E L N C G I E N E R G I N Y D E L T CE C K N R E P A G N A D T E M Y B C R M R L A E OR I C A O N X U I G N I S R A H J U J S N I U E NS T I M F T E N N A E L C T C A X O B N I B E R GE A L I E I O P A R J U J H A R S I N G H O R S RN P C C B L E U R O P E A N C O N G R E S M R C EE A E T C A X O B N I R U O Y P U N A E L C E L SR M C M E M N E I R E P X E E T A M I T L U U I SG O U B E I N S N U R U O Y E R O F E B K L A W PY N D V O L E C N E I R E P X E E T A M I T L U AP O E K A N Z L E R B O A C A D E M Y A C A M E RA S R T R A I N R U N A W A Y R E D U C E D I X TM I C R O S O F T D Y N A M I C S C R M M E J P NR C I M M R C S C I M A N Y D E E T N U L O V E E

Q2 2016 | 49

About Arctic ITArctic Information Technology (Arctic IT), an 8(a)

small business and a wholly owned subsidiary of Doyon Government Group (DGG), has been providing industry specific software and technical support to government agencies, commercial businesses, and non-profit organizations for over a decade. The firm proudly provides a full range of services to clients in several industries that include, but are not limited to, the federal government, tribal government and gaming, not-for-profit, and oil and gas.

CRMUG®: How did Arctic IT get its start?Dave Bailey (DB): We started the company 15 years ago in Anchorage, Alaska with six folks and were a small IT department within an accounting firm. Today, we have more than 60 people throughout the U.S. and two other offices in Washington State and Washington, D.C.

In 2012, we were acquired by Doyon Government Group (DGG), an Alaska Native Regional Corporation, which now makes us a 100 percent tribally-owned IT enterprise. We are also 100 percent focused on the Microsoft platform, providing solutions for tribal government and tribal enterprise throughout the U.S.

CRMUG: How do your tribal enrollment solutions work?DB: Native American tribes in the U.S. have to track all their members to ensure accurate representation to the government. In many tribes, to be a member, you have to prove that you have a certain amount of Native American blood or blood quantum*. All of this is tracked via family tree and lineage of parental units. As you can imagine, that is very difficult to systematically track with manual processes and spreadsheets. Our solution has evolved from tracking Native Alaskan shareholders within their respective native corporations, to being able to track all Native Americans, their bloodline, family trees, member ID cards, voting and census, and much more. Our solution geography extends across the

entire United States and is utilized by tribes with 200,000 members to less than 100.

CRMUG: What are the major challenges in tracking this information? DB: Each tribe has a different set of rules that they leverage to determine membership. Some tribes will track only their tribe’s blood quantum. Other tribes track all Native American blood collectively. And of course, some track both, or none at all. The previous technology available for tribes to manage this information, and keep the history intact to calculate descendent and child blood quantum, was very limited before we developed our solution. The robust capabilities of Microsoft SQL Server and Microsoft Dynamics CRM, along with our built-in Tribal Platforms Solution, provides a huge advancement for tribes that helps them more accurately track their vital statistics, census information, and service and program efficacy while providing an audit trail for funding justification to the U.S. government.

CRMUG: Why is it so important for tribes to track this information?DB: There are two main reasons that tracking this information accurately is important. (1) One is that the tribes need a way to document their heritage and their future generations’ lineage. Without reliable technology to maintain that history and calculate future generations, the past, and future, becomes inaccurate. (2) Secondly, the U.S. government requires that accurate records be kept for every tribal member that receives services from the tribe through programs that are funded by those government dollars. If the tribe cannot show the government exactly what the money is spent on, they can also lose funding. Tribes now have to be more accountable and track the amount of money they receive and where it is spent. There are about 80 tribes using Microsoft Dynamics GP for their accounting system, and we specialize in this area as well; our tribal platforms solution and case management integrates with Microsoft Dynamics GP.

CompanyArctic IT

IntervIeweeDave Bailey, CTO

and Vice President

websItewww.arcticit.com

HeadquartersAnchorage, Alaska

pHone844-461-9500

[email protected]

Isv partner member sInCe2015

InterestIng FaCtArctic IT has the only Tribal

Enrollment and Member

Services Solution built on

Microsoft Dynamics CRM.

IsV Partner solution showcase

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RMUG

by

PLATFORMSTRIBAL

A DOYON GOVERNMENT GROUP COMPANY

50 | CRMUG Magazine

“Arctic IT and Microsoft Dynamics CRM are helping a silent minority throughout the U.S., and I’m proud to be a big part of that. The stories of the Native

American and Alaskan Native are not well-known in our own country, and I take every opportunity I can to speak that message and raise awareness.”

CRMUG: What are you doing to meet the mobility and productivity needs for tribes?DB: Almost everything we do for tribes is on-premises. Native American and Alaskan Native tribal governments are sovereign governments located within the United States. Essentially countries within a country, and they still do not trust the reach of the U.S. government into their affairs. The cloud itself is still being tested in many situations for the protection of data and rights to access that data. This makes mobility a bit of a challenge. Additionally, many of the reservations throughout the U.S. are still without broadband and cell phone coverage.

We have a growing number of tribal organizations that are leveraging Microsoft Surface devices and Apple iPads with the Microsoft Dynamics CRM mobile application on them. On the Microsoft Surface, the Users are able to go into offline mode, do the work they need to remotely, and then sync up that information when they get back on the corporate network.

We also work with large tribal casinos that leverage Microsoft Dynamics CRM in the cloud through Office 365 and on mobile devices. To stay connected with their customers, our Tribal Platforms Player 360 solution – with a built-in social networking and marketing engine – allows casinos to manage relationships with their top players by offering hotel deals, show announcements, applicable promotions, and real-time floor location and play.

CRMUG: Is your Alaska location what steered you in taking this vertical direction?DB: Native Alaskans make up a large portion of the population in Alaska. Their culture has shaped the entire state. Some of these tribal organizations are in very remote areas that can only be accessed by small plane; some are right in the biggest city, Anchorage. Alaska does not have a reservation land system. The state is divided into 12 geographical areas, and each one of those areas has a Regional Native Corporation. The Native Alaskans that reside within those regions are “shareholders” of those for-profit corporations. When those corporations generate a profit, those monies are used to fund programs and services for the shareholders, and in some cases, the regional corporations can pay a dividend to its shareholders. Our first custom application was built to track the shareholder information, number of shares held, stock certificates, stock transfers, and dividend distribution. From there, the application grew into managing social services administration,

education, and many other aspects of the relationship between the shareholders and the parent Native Alaskan Corporation.

After a few years of successful deployment of this unique suite of Microsoft Dynamics CRM custom applications, Microsoft had an opportunity for us to assemble a similar solution for a few tribes in the lower 48. That is how we got our start and eventually created “Tribal Platforms”.

CRMUG: What was your first experience like in the lower 48 states?DB: Restructuring the Microsoft Dynamics CRM application to be more specific to the needs of the tribal organizations in the lower 48 was challenging. The good news is that our entire suite was built on Microsoft Dynamics CRM, which allowed cost-effective configuration and customization all within the same platform. The Native American Tribes were significantly more complex in their membership management, and the number of programs and services offered to their members was much more diverse. The Choctaw Nation of Oklahoma was one of our largest clients with nearly 200,000 active members. They had a mature tribal enrollment department that knew what they needed to deliver better services to the tribe, and they were very well-organized. The pride that they took in everything we did together to bring the Tribal Platforms Application up still sets the bar for the work we do in Indian Country.

CRMUG: How many tribes are in the U.S.?DB: There are 581 federally recognized tribes. It is a pretty small market. We know there is a finite wall, but there’s also a lot of market to go. We pride ourselves on being a 100 percent tribally-owned IT enterprise, focused on delivering the best technology to tribes throughout the U.S. Our success has taken us into federal government contract work for the Bureau of Indian Affairs, and that allows us to have a positive impact on an even larger group. We have 30 tribes on the Arctic IT Tribal Platforms Solution. We continue to grow our client base on our reputation and integrity, and the dedication of our talented team. CRMUG

*Blood quantum is the percentage (decimal or fractional) of Native American blood that an individual has. Some tribes require a certain threshold or percent of tribal blood needed to be a member. This percentage from tribe to tribe can vary and even change. In the event that a descendent doesn’t meet the threshold today, we still track them in our system in case the threshold is lowered in the future.

Q2 2016 | 51

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Industry.......................Page 54

Horizontal....................Page 55

Services.......................Page 57

Table of Contents

The List from The Partner Channel® is your tool for finding the solutions available from Microsoft Dynamics® Partners. Review the various industry, horizontal, and

service offerings available and you may just find exactly what you’ve been looking for! The List is unique in that it shares only those solutions and services that

work with the Microsoft Dynamics product line. We want you to spend time using the solution, not looking for it. If you have a product or service that you would

like included on The List, please contact [email protected].

NOTE: The Partner Channel and Dynamic Communities offers no expressed or implied warranty or guarantee for any of the products included in this directory. Support and quality assurance of these software products and services are solely the responsibility of each Microsoft Dynamics Partner.

*Due to the nature of the “classified” format used for The List, Microsoft Dynamics brand guidelines may not have been followed. We encourage Partners NOT to follow the example we are setting!

The List MOBILE Solutions at your fi ngertips

thelistmobile.comSearch for the products and services you need

with the Mobile version of The List!

KEY: Axapta Great Plains Navision Solomon Customer Relationship Management Retail Management System Point of Sale

54 | CRMUG Magazine

Nodus Technologies, Inc. http://www.nodus.com/products.html 909-482-4701 Credit Card Advantage and CRM Charge with PayFabric Securely process credit cards and ACH within Dynamics GP or CRM and store credit card info in a PCI-certified cloud using PayFabric. Includes batch processing & reporting tools. Optional AutoPay and customer portal.

PaperSave http://www.PaperSave.com • 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

Solver http://www.solverglobal.com • 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

Finance/Banking

AssureSign LLC

http://www.assuresign.com • 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Food and Beverage

Blue Horseshoe http://www.bhsolutions.com • 317-573-2583 Supply Chain Suite for Dynamics AX Gold Certified ERP Partner providing Tier-1 end-to-end implementation services as well as Industry Leading software to fully optimize your Supply Chain. See what's new in the Supply Chain Suite for Dynamics AX.

Government Contracting

IPM Global Pty Ltd

http://www.ipmglobal.net • 321-368-2489 IPM Project Management IPM Project Management is a purpose built XRM Solution that delivers a fresh approach to Project Management in the Construction / Engineering sectors. Incorporating Comprehensive Contract and Cost Control.

Insurance

AssureSign LLC


Life Sciences

Arbela Technologies http://www.arbelatech.com • 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency. Gain from our experience!

Manufacturing


Bond Consulting Services

http://www.BondConsultingServices.com 562-988-3451 Microsoft Dynamics ERP Solutions for Manufacturing & Distribution We are a Gold ERP/Silver CRM Partner and the go-to multilingual consulting team for Process & Discrete Manufacturers and CPG and F&B Distributors from SMB to Enterprise.

O il and Gas

IPM Global Pty Ltd


Professional Services

Globe Software http://www.globesoftware.com • 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

JOVACO Solutions Inc. http://www.jovaco.com • 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional ser-vice firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & inter-departmental capabilities.

Rockton Software http://www.rocktonconnect.com • 877-476-2586 Rockton Connect Rockton Connect, small business ac-counting built inside Microsoft Dynamics CRM online specifically for professional service organizations.

R etail



Software Manufacturers

Rockton Software http://www.rocktonconnect.com • 877-476-2586 Rockton Connect Rockton Connect, small business ac-counting built inside Microsoft Dynamics CRM online specifically for software companies.

S taffing/Recruiting

Joesoftware Inc. http://www.joesoftware.com • 780-990-0220 Recruitment Accelerator Web-based recruiting mgmt, resume collection & on-boarding accelerator.

W holesale Trade: Durable Goods


IND

UST

RY

Construction

IPM Global Pty Ltd


Cross Industry Solution

AssureSign LLC


CALUMO, Inc.

http://www.calumo.com • 214-387-6030 CALUMO - Reporting, Budgeting & Forecasting CALUMO is THE single tool for reporting, budgeting & forecasting all Accountants love. CALUMO combines web/mobile/Excel/Word/PowerPoint to create & distribute ad-hoc analysis, reports, dashboards & planning templetes

Higher Logic http://www.higherlogic.com • 202-360-4402 Higher Logic The leading cloud-based commu-nity platform used by organizations worldwide to bring people together in secure communities designed to ignite knowledge sharing, drive content creation and solve problems.

Joesoftware Inc. http://www.joesoftware.com • 780-990-0220 Marshal Comprehensive QHSE application. Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant.

KTL Solutions, Inc. http://www.ktlsolutions.com • 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences. Sub-contractor rates to other resellers.

Industry


Q2 2016 | 55

HO

RIZO

NTA

LHorizontal

Accounting

Rockton Software http://www.rocktonconnect.com • 877-476-2586 Rockton Connect Rockton Connect, small business ac-counting built inside Microsoft Dynamics CRM online.

A nalytics


DataSelf http://www.dataself.com • 888-910-9802 DataSelf Analytics 5000+templates, Tableau, data drive-train means SMB value out of the box.

Budgeting

CALUMO, Inc.

http://www.calumo.com • 214-387-6030 CALUMO - Reporting, Budgeting & Forecasting CALUMO is THE single tool for reporting, budgeting & forecasting all Accountants love. CALUMO combines web/mobile/Excel/Word/PowerPoint to create & distribute ad-hoc analysis, reports,

dashboards & planning templetes .


B usiness Intelligence

CALUMO, Inc.

http://www.calumo.com • 214-387-6030 CALUMO - Reporting, Budgeting & Forecasting CALUMO is THE single tool for reporting, budgeting & forecasting all Accountants love. CALUMO combines web/mobile/Excel/Word/PowerPoint to create & distribute ad-hoc analysis, reports, dashboards & planning templetes .

DataSelf http://www.dataself.com • 888-910-9802 DataSelf Analytics 5000+templates, Tableau, data drive-train means SMB value out of the box.


Halo BI http://www.halobi.com • 888-300-0219 Halo BI Analytics and BI platform for self-service supply chain planning and data discovery. Enterprise scaled, rapidly implemented, data secured. Analyze, decide and plan faster than ever before. See demo live on halobi.com


ZAP http://www.zapbi.com • 415-889-5740 ZAP Business Intelligence ZAP provides 'Buy, Not Build' business intelligence for organizations using Microsoft Dynamics. ZAP's Trusted Analytics ensure your company is aligned through best practice metrics that deliver real business results.

Collaboration Platform

Higher Logic http://www.higherlogic.com • 202-360-4402 Higher Logic The leading cloud-based commu-nity platform used by organizations worldwide to bring people together in secure communities designed to ignite knowledge sharing, drive content creation and solve problems.

Credit Card/Check Processing

Nodus Technologies, Inc. http://www.nodus.com/products.html 909-482-4701 Credit Card Advantage and CRM Charge with PayFabric Securely process credit cards and ACH within Dynamics GP or CRM and store credit card info in a PCI-certified cloud using PayFabric. Includes batch processing & reporting tools. Optional AutoPay and customer portal.

Customer Relationship Management

eBridge Connections

http://www.ebridgeconnections.com 800-755-6921 eBridge for CRM Cloud solution for seamless integration of customer & opportunity data.

Visionary Software

Consulting, Inc. http://crm-rules.com • 877-276-1942 CRM Rules for Microsoft Dynamics CRM Add JavaScript to CRM forms w/o cod-ing. More powerful than Business Rules.

D ata Integration

eBridge Connections

http://www.ebridgeconnections.com 800-755-6921 eBridge Integration Solution The leading cloud integration platform for EDI, eCommerce & CRM systems.

D ata Management


D istribution



D ocument Management


E -commerce

Clarity Ventures

http://www.partnerchannelclarity.com 800-928-8160 Clarity eCommerce Fully custom, scalable enterprise eCom-merce integrated with Dynamics for the best possible digital experience. Built in customized reporting, SEO, busi-ness intelligence and comprehensive administration features.


56 | CRMUG Magazine

eBridge Connections

http://www.ebridgeconnections.com 800-755-6921 eBridge for eCommerce Cloud integration with 20+ eCommerce platforms eg. Magento, Amazon, eBay .

k-eCommerce http://www.k-eCommerce.com 855-k-eCommerce k-eCommerce A versatile, integrated B2B, B2C and Sales Portal eCommerce solution deployed in our PCI DSS certified cloud or on prem-ise. Built-in CMS with SEO, responsive design, multilingual/multicurrency.

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with pay-as-you-go pricing and PDF returns.

EDI

eBridge Connections

http://www.ebridgeconnections.com 800-755-6921 eBridge for EDI Cloud EDI solution, no transaction fees, 1000+ trading partners.

E lectronic Signatures

AssureSign LLC


Human Resource Applicant Tracking System

Dynamics ATS http://www.DynamicsATS.com • 855-726-6661

NEW: Applicant Tracking System for Microsoft Dynamics CRMQuickly locate and attract talent, improve candidate experience, collaborate, make better decisions, efficiently manage the entire talent acquisition process & generate insightful reporting.

Job Costing


Occupational Health & Safety

Joesoftware Inc. http://www.joesoftware.com • 780-990-0220 Marshal Comprehensive QHSE application. Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant.

P ortals

DynamicPoint http://www.dynamicpoint.com • 844-396-7647 Employee, Vendor & Customer Portals Integrated with Microsoft Dynamics Extend crucial Microsoft Dynamics data with custom SharePoint Portals.

The Portal Connector http://www.crmportalconnector.com/ 705-726-2966 The Portal Connector for Dynamics CRM It’s easy to use and does not require developers to implement or manage. Just drag and drop to build scalable, secure Portal Solutions!

Project Accounting

JOVACO Solutions Inc. http://www.jovaco.com 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional ser-vice firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & inter-departmental capabilities.

R eporting

CALUMO, Inc.

http://www.calumo.com • 214-387-6030 CALUMO - Reporting, Budgeting & Forecasting CALUMO is THE single tool for reporting, budgeting & forecasting all Accountants love. CALUMO combines web/mobile/Excel/Word/PowerPoint to create & distribute ad-hoc analysis, reports, dashboards & planning templetes .



Sales Tax


S upply Chain Management



Halo BI http://www.halobi.com • 888-300-0219 Halo BI Analytics and BI platform for self-service supply chain planning and data discovery. Enterprise scaled, rapidly implemented, data secured. Analyze, decide and plan faster than ever before. See demo live on halobi.com

Tax


T ime and Attendance


W orkflow / Notifications

DynamicPoint http://www.dynamicpoint.com • 844-396-7648 SharePoint Workflow Solutions that Integrate with Microsoft Dynamics Custom SharePoint workflows integrated with Dynamics GP, NAV and CRM.


HO

RIZ

ON

TAL


Q2 2016 | 57

. NET Development


Application Service Provider/Hosting

Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label “Dynamics Cloud Business in a Box™” Cloud & Hosting Services for Dynamics Partners Don’t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Program—YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract. WE make YOU look like a Cloud Expert!

RoseASP http://www.roseasp.com • 858-794-9403 RoseASP Hosted Microsoft Dynamics on Azure/Private/Hybrid Cloud Solutions. Comprehensive pricing model for SPLA/Subscription Licensing - financially backed uptime guarantee. SSAE-16 data centers, SOX, HIPAA, FDA Compliancy.

WatServ http://www.watserv.com 866-531-2598 ext. 2311 Global leader of Hosted MS Dynamics ERP & CRM Offering Private, Hybrid, and Azure managed services with world class 24/7/365 global support for LE and SMB clients. Any Time, Anywhere, Any Reason – Guaranteed!

A zure Managed Cloud Services


Cloud Computing

Data Resolution, LLC

http://www.dataresolution.net • 877-878-9108 ERP Clouds Data Resolution is dedicated to deliver-ing private ERP & CRM cloud services branded as the partners brand. We keep all of our cloud customers optimized & working 24 hours a day, worldwide for the last 15 years.

Myappsanywhere

http://www.myappsanywhere.com 888-636-HOST Premier Cloud Computing Provider Myappsanywhere delivers an integrated suite of cloud-based Microsoft Dynamics and ISV applications, including 99.999% uptime, customizations and secure storage in its privately owned, SSAE 16 data center facilities.

Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label “Dynamics Cloud Business in a Box™” Cloud & Hosting Services for Dynamics Partners Don’t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Program—YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract. WE make YOU look like a Cloud Expert!


C ustom Development

KTL Solutions, Inc. http://www.ktlsolutions.com • 866-960-0001 Custom Development We are a certified .Net and Dexterity development group with over 15 years experience. Provide us with your require-ments for a free estimate.

Dexterity Development


Implementation Services

Bond Consulting Services

http://www.BondConsultingServices.com 562-988-3451 Custom ERP & CRM Solutions That Streamline Your Business Processes We provide end to end ERP/CRM solu-tions which includes implementation, customization, integration, training and ongoing support. We work closely with ISVs to focus on multiple industries in SMB and Enterprise.

Ma nufacturing Implementation & Consulting

SCS Inc. http://scsdynamics.com • 800-655-5284

NEW: Cost-effective Manufacturing Solutions for Microsoft Dynamics NAV Premier NAV provider in manufacturing industry 20+ years. Hundreds of successful complex manufacturing implementa-tions. Experts in MRP/WMS/EDI.

M arketing Planning & Services

Looking Glass Marketing

http://www.lookingglassmarketing.com614-453-5927Cost-effective Marketing Solutions for Microsoft Dynamics PartnersAward-winning outsourced marketing services including lead generation, nurture marketing, email marketing, web design/SEO, content development.

The Partner Marketing Group

http://www.thepartnermarketinggroup.com 605-574-9432 Microsoft Approved Vendor for Dynamics Marketing Consulting From strategic marketing plan develop-ment to the critical daily execution, this Microsoft experienced team can help fill your sales pipeline.

Tornado Marketing, Inc.

http://www.tornado-marketing.com 608-213-0377 Marketing Consulting Tornado Marketing offers high-impact, highly effective marketing consulting. 10+ years in the channel. Websites. SEO. Copywriting.

M ember Organizations

ERP Software Blog

http://www.groupbloggers.com • 888-800-0999 ERP Software Blog/CRM Software Blog Group blog sites for VAR/ISV partners to increase SEO, web traffic,leads

O nDemand Trials

RoseASP http://www.goERPcloud.com • 855-ERP-CLOUD ERP Cloud Trials Test drive preconfigured Microsoft Dynamics industry specific demo environments with integrated ISV so-lutions built for the web. goERPcloud trials help users understand the power of Dynamics and the cloud.

P artner Support Service

Plumbline Consulting, LLC.

http://www.PlumblineConsulting.com 419-581-2300 Partner Support Services Leverage our Partner Support Services,including Support, Custom Development& Implementation Assistance toexpand your offerings. 25+ yrs.

S ales Tax Management Service


S harePoint Development

DynamicPoint http://www.dynamicpoint.com • 844-396-7647 Exclusive Source for Microsoft Dynamics & SharePoint Integration Portals, Business Automation & Custom Products integrated with Dynamics.

ServicesSER

VIC

ES


58 | CRMUG Magazine

S oftware Development Consulting


Upgrades

InterDyn BMI http://www.interdynbmi.com • 866-264-3249 InterDyn BMI Microsoft Gold Certified provider of innovative solutions for over 30 years.

SCS Inc. http://scsdynamics.com • 800-655-5284

NEW: Cost-effective Upgrades for Microsoft Dynamics NAV Gold Partner 500+ NAV implementa-tions & upgrades. Ask for a free quote!

W riting/Documentation Services

The Partner Marketing Group

http://www.thepartnermarketinggroup.com 605-574-9432 Blogs, Case Studies, Infographics, Websites Use 'content marketing' to build your brand and drive prospects into your sales pipeline.

SER

VIC

ES

“The List provides a fast and easy way for Microsoft Dynamics users to fi nd the perfect solutions to fi t their needs. All

the leading solutions are there in one place. Having access to The List on your mobile device makes fi nding what you

need easy no matter where you are—at the airport, in a meeting, or on the road.”

Karen TranChargeLogic

Learn why Karen with ChargeLogic likes The List:


Q2 2016 | 59

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