AP107 Customer Care AcceleratorRoss Dembecki / Lead Product ManagerBrad Beumer / Global Solution Architect

Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems

xRM Framework

Core CRM

Sales Productivity

Customer Care Marketing

Extended CRM

Industry Solutions

Custom Applications

AP029: Selling Dynamics CRM: The sales productivity proof points

AP049: Microsoft Dynamics 2011 and the Cloud

AP107: Customer Care Accelerator

AP115: xRM Framework: A Faster Way to Build Business Applications

Figure 1: Magic Quadrant for CRM Customer Service Contact Centers

GARTNER – Service

“The user interface is intuitive and appeals to broad audiences familiar with the look and feel of Microsoft's applications.”

~ Michael Maoz

Mid-size CompaniesSmall Businesses Large Enterprises

Global Customer Success in Customer Service

Why Invest in Customer Service in a Tough Economy?

• Maximise the value of every existing customer relationship

• Retain customers and market share

• Deliver full visibility into customer-facing processes

Service & Customer Experience

80% of top firms believe they offer customers a “Superior Experience”

Only 8% of their customers said these companies provided a “Superior Experience”

Bain & Company study, 2008

Better Customer Service Drives

Company Value“…companies with

high customer

satisfaction scores …

produced higher

stock returns, and

their stock values and

cash flows have been

less volatile.”Harvard Business Review, 2007

Drivers for Improved Customer Experience

B2B vs. B2C Easy vs. Complex Urgent vs. Whenever

Less is More Reduce complexity How much training

is required?

Hype Conversion Involve your

best people - customers

3 Key Priorities

for Customer Service

Contextual Service

EmailForum

s

In-PersonPhone

Self-Servic

eSMS

IVRPhone

Complex

UrgentCasual

Simple

Agent Productivity

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

yet powerful

Maccabi: Serving the Healthcare Needs of Israel’s Citizens

• 2nd largest public/private, comprehensive healthcare organisation in Israel

• Serves 25% of the population of Israel

• Administers for 9,000 doctors and other caregivers across the country

• 160 clinics and medical centres• 24x7 Medical and Admin Contact centre• 1,000+ users of Dynamics CRM contact centre system

Involving the Community• Social Media (e.g. Twitter) has its uses…• Moderated forums are excellent way to provide

service (cheaply) and support the brand• Ask how this improves both experience and

economics?

The New York Times, 2009

Using Community to Report Graffiti

• Queensland council with 1,000 employees providing host of services to large area

• Incident Management is a important community service provided by the council– Graffiti Management was first step– Involves community in virtuous cycle… – Modest investment that involves community and

provides backbone for other incidents

• Systems like this do not work without participation from community

CUSTOMER CARE ACCELERATOR FOR MICROSOFT DYNAMICS CRM

What Can CCA Do?

Integrated Agent

Desktop

CentralisedManagement

CTI IntegrationAuditing & Reporting

UI TaskAutomation

Improve

IntegrateMeasure

Streamline

UnifyUnify agent experience

Simplify and speed CTI integration

Automate and streamline customer care activities and processes

Audit, track and report on activities and performance

Simplify cross system implementations through centralised management

DEMONSTRATION

Auditing & Reporting

Audit and report on customer care activities

Audit agent activity within each customer interaction to track efficiency and adherence to best practices.

Provide visibility into agent activities using templates and custom reports.

Measure performance and identify and prioritize opportunities for improvement.

Integrated Agent Desktop

Enable user-interface integration

Aggregate information from various systems into an integrated agent desktop.

Provide context-based access to applications and capabilities.

Automate manual data entry tasks and reduce the need to switch between applications.

Simplify creation of an integrated agent desktop with code samples and controls.

Improved Customer Experience

Delight customers with fast and accurate service

Improve first call resolution by consolidating applications in a single desktop and giving agents access to the right information at the right time

Minimize agent effort and errors by removing the need to manually copy information between applications with UI automation.

Delight customers by giving agents access to tools to automate UI page flow and enable consistent, superior customer experiences.

Computer Telephony Integration

Facilitate computer telephony integration, chat and email

Dynamically deliver customer information from telephony systems to agent desktops through pop-up windows.

Speed and simplify integration of CTI systems with code samples and development tools.

Provide interfaces for chat and email .

Simplify lookup of customer information from back-end databases and existing systems.

Session ManagementHandle multiple customer sessions across multiple

channelsGive agents the ability to handle multiple customer interactions across multiple channels at once without losing their place.

Move customer interactions between agents and experts without requiring customers to repeat information.

Provide complete visibility into the history of all customer interaction sessions.

Centralised Management

Centrally manage and configure applications

Manage configuration of the agent desktop through a central, Web-based console.

Update configurations easily when business needs change or applications are added.

Reduce costs by taking a unified approach to application user interface consolidation.

Evolution of the Customer ExperienceCCA Innovation Journey

CCF 2005• Application

Integration Framework

CCF 2008• Composite

Application Block• Hosted

Application Toolkit

• Data Driven Adapters

CCF 2009• Distributed

Connectivity Service• Multi-Channel

Engine• Windows Workflow

CCF 2009 SP1• Technical

Improvements• Windows Server

2008• .NET 3.5• MOSS Container

• Consolidated Customer Service solution from Microsoft

• Customers want to leverage their existing investments, reduce costs and risks, and deliver a superior customer experience

Customer Care Accelerator (CCA) for Microsoft Dynamics CRM

SOA Advanced Application Block (SAAB)• Microsoft platform advances in SOA

CCA Release 2.0 (2011)

25

Built-on Microsoft Dynamics CRM 2011 and will focus on three themes:

Release scheduled just after CRM 2011 On-Premises RTM

CRM 2011 Online• Not currently supported

with CRM Online• Enable CCA Online

desktop application integration scenarios

• Leverage managed solutions and claims-based authentication in 2011

Integrated Desktop Reference Implementation• Improve time-to-value of

CCA solutions by jumpstarting partners

• Enhanced reference implementation to lessen the learning curve

Automation Tooling Enhancements• Improve and extend CCA’s

UI integration tools• Allow partners to

integrate more applications in less time

Global Customers

Barclays

SolutionCustomer Business Challenge

Customer Results/Benefits

• Manual system of e-mail, spreadsheets, and paper files often stretched resolution times

• Lacked the tools to collate, track, and report meaningful data

• No Structured process to handle sales lead

• Microsoft Dynamics CRM was selected because: easy to use, learn, and integrate

• Microsoft Gold Certified partner –Tradesoft implemented the solution in the bank call centre, branches, & sales centre

• 80% decrease in escalations

• 25% drop in customer complaints

• 22% decline in costs• 15% increase in

customer satisfaction scores

• Recently given a top Customer Service ranking

Project Mission: Improve Customer Care

North American Health Plan Operator

SolutionCustomer Business Challenge

Customer Results/Benefits

• Manages several state level contracts to deliver member health services

• The new system has to provide a single sources of data, quickly achieve high adoption levels, meet HIPPA requirements in new state contracts, and reduce administrative costs associated with sales and marketing

• 1000 agents

• Microsoft and Avanade are teaming to deliver a solution based on Microsoft Dynamics CRM with the Customer Care Accelerator to meet customer’s challenges

• Solution will manage customer relationships, cases, campaigns, leads, and opportunities.

• Will deliver:• Single view for

managing member e-mail, appointments, tasks, and contacts

• Increase employee efficiency and reduce costs

• Maximize the usability and convenience of their investment in tools and technology

Recent Win: Create a Single Member View & MDM

Customers in Australia and New Zealand

• 2 of the 4 Major Australian Banks– Contact Centre & Operations– Bringing together disparate

systems– SOA is the long-term strategy and

CCA is providing an integration tool for legacy applications and Web services

• Recent Win: Public Sector– 800 citizen service agents

How Do I Get There?

Pilot

Phase I

Phase II

FutureInnovation

Prove the business case

Operational improvements

CTI Session

management Workflow Single Sign-

on

3-6 Months

Drive additional business benefits

Integrate web services

Implement features such as session transfer and sharing

Reporting

2-4 Months

Analyse new customer care areas where CCA can provide benefits

New brands New channels

Quarterly Releases

Extend automations

Unified customer touch points

Timeline

ROI

CustomerExperience

SmarterAgent

EfficientOperations

Call To Action

• CRM Accelerators enhance the functionality of Microsoft Dynamics® CRM business software without the costs typically associated with custom development and software acquisitions.

• Use this accelerator to help you deliver solutions that drive better, more consistent care by consolidating applications in a single desktop and giving agents access to the right information at the right time.

• To download the Customer Care Accelerator for Microsoft Dynamics CRM, visit http://crmaccelerators.codeplex.com

Web: http://crm.dynamics.com Twitter: @rossd_crm