Tectura Microchannel CRM
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Transcript of Tectura Microchannel CRM
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The Journey
About Tectura SingaporeTectura Singapore is part of MicroChannel Services, a multi-award-winning business solutions and technology provider that assists and enables clients of all sizes and industries to leverage on business technology for commercial success. From financial and supply chain management, manufacturing to operations and desktop to devices, Tectura Singapore provides you with a solution that empowers you and your organization to work together efficiently and use insights to make smart decisions. In September 2014, MicroChannel Services, a leading provider of business technology solutions in Australia, acquired Tectura Australia (Sydney, Melbourne, Brisbane, Perth), Tectura Singapore, Tectura Indonesia (Jakarta) and Tectura Malaysia (Kuala Lumpur). Globally, Tectura has been one of the largest and most decorated Microsoft Dynamics partners in recent years, which is now strengthened and growing since Tectura’s acquisition by MicroChannel.
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Local Touch – Global Reach
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MicroChannel Quick FactsWe Help Our Customers to:
• Improve the customer experience for their own customers
• Increase their market share
• Lower their cost of doing business
• Get practical, simple solutions that fit their business needs
• Better utilise their resources and assets
Sydney, Melbourne, Brisbane, Perth, Jakarta, Kuala Lumpur, Singapore
Founded in 1995
1100+ Clients
250+ Employees
50+ Awards
Superior Solutions Dependable Service Measurable Value Committed People Customers
Superior Solutions Dependable Service Measurable Value Committed People
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Experience
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SolutionsMicroChannel Business Systems Solutions Map
AnalyticsGain data insights
Customer specific reportingUnderstand your customers and boost revenue
Operational DataDriving efficiency across business
Business IntelligenceFor smarter decisions
Front OfficeCustomer & Client Satisfaction
CRM SoftwareFor sale, service, membership and marketing
Marketing AutomationFor marketing strategy and customer lifecycle automation
Point of Sale (POS)For customer transactions and data capture
Back Office For Effective operations
• Financials• Production• Supply Chain• Warehouse Management• ERP• Manufacturing• Accounting• Purchasing
Technology Infrastructure
Solid delivery of solutions
Hosting of:• Anything as a service• Customised solutions• Databases
• Managed Services• IT Support• Networking• Security
Solutions
Mobility Smart Phone Tablets
Cloud
On Premise
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Support
Solutions
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Accolades from Microsoft
• Inner Circle (Top 1 % of the Microsoft Dynamics Partner Channel)
• President's Club • Chairman's Club • Eagle Award• Excellence in Customer Care
Award
Adding Value to Microsoft’s Leading Business SolutionsTectura has received numerous awards & recognition from Microsoft over the years :
• Existing Customer Excellence Award
• Existing Customer Loyalty Award
• Partner of the Year (Asia Pac)
MicroChannel | Corporate Profile 9
Microsoft DynamicsCRM
10MicroChannel | Corporate Profile
Customer experience is increasingly important
of all internet users are now active on
social media
72%of internet users trust
consumer opinions posted online
68%
of consumers are willing to pay more
for a better customer experience
86%of customers have left a brand due to
bad customer service
65%
The customer experience delivery gap
80%
8%
Delivery gap
Companies that believe they
provide a superior proposition
Companies whose customers agree
Bain Customer-Led Growth diagnostic questionnaire
The new customer engagement model
Service
Marketing Sales
Intelligent customer engagement
Trust & knowledge over time enable adaptive experiences
Predictive
Personalized
Proactive
73% of marketers view customer centricity as critical to the success of their business. Forbes
Personalized Channel of choice across email,
digital, social & more
Engage at the right time & place with the right message
Maintain context based on behavior, channel & history
End-to-end, outcome-focused experience
Proactive
70% of buying experiences are based on how the customer feels they are being treated. The CMO council
Provide self-service tools to manage customer outcomes
Harness IoT to detect, engage & alert
Analyze social sentiment & signals to derive needs in marketing, sales & service
Determine next best interaction based on context
Predictive
Efforts based on customer usage patterns can improve earnings by 10-15%McKinsey
Use analytics, internal & external data to identify patterns & predict outcomes
Dynamically identify new segments & trends to determine opportunities
Turn every process into an intelligent process
Microsoft Customer Engagement Solutions
Personalized | Proactive | Predictive
Market smarte
r
Customer engagement
Careeverywher
e
Social for everyone
Comprehensive business & technology platform
Selleffectivel
y
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Dynamics Online CRM moves to Leader Quadrant
CRM Online continued its momentum in 2015.
Large sales organizations with more than 10,000 users have begun to consider and select the product…
CRM OnlineDynamics CRM retains its leadership position in the magic quadrant
CRM Server
Analyst credit both products for integration with full Microsoft technology stack, a significantly improved user experience with the new process user interface and a broad partner network. The report also highlights the products’ low TCO and acknowledges the fact that the two products share the same code base
Strengths Highlighted for Both Products
MARKETING SALES SERVICE SOCIAL PLATFORM(xRM)
Personalized | Proactive |PredictiveCustomer Engagement
Campaign MgmtBudgeting
SegmentationLead Mgmt
Opportunity MgmtCollaborative
SellingCustomer InsightsAccount Planning
Service MgmtService Level
(SLA)Service
SchedulingKnowledge Mgmt
Social CRMSocial ListeningSocial Analytics
Sentiments Analysis
Workflows & Business Process
AutomationCustom Apps
Microsoft Dynamics CRM Overview
Flexibility to work the way you want
SALES PERSON
CRM ONLINE EXCHANGE ONLINE CRM Add-In for Outlook• Choice of email tracked• Synch contacts, appointments, tasks, email• Offline work then synch• Presence with Lync
CRM Online UI• Access from anywhere or any device via Browser• Post Directly to SharePoint Online via Browser• See Activities, Tasks, Contacts in the Browser• Presence with Lync Exchange
Server Side Synchronization• Eliminate Email Router• Synch with Exchange Online or On Premise• Keep Your CRM System & Email up to date
Working with Microsoft Exchange Online
Working with YammerInclude Yammer feeds in Dashboards for easy, real-time interaction Find answers, resolve problems quickly with Yammer’s powerful search Share documents & links real-time in Yammer without leaving CRMOne login for CRM Online, Yammer, O365With Yammer…76% of users have more visibility into cross team work.
80% of users are more informed with what’s happening their organization
SharePoint and Yammer
Flat UI
Why do I need to pay attention to this record?
What is this record about?
Primary Information
What has happened and is happening?
Is this record currently saved?
SecondaryInformation
Whereis this record?
Process Flow Streamlined flow to optimize information display No pop-ups Touch enabled
Multi Entity Search Search here
Quick Create Click here
SURFACE IPAD ANDROID TABLET ANDROID WINDOWS PHONE
IPHONE
Microsoft Dynamics CRM Online for all devices
Azure Mobile Access
Azure’s Multifactor Authentication
Mobile apps Phone calls Text messages
Hi Sam!
Windows Azure Multifactor Authentication secures user access to your cloud apps.
ALERT
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MicroChannel | Corporate Profile 34
Customer Stories
Immediate access to information and solution pathways empowers employees to quickly resolve customer issues.
Fast and easy customer service delivered consistently across channels.
Streamlined processes means 15% more time to spend with customers.
“We use modern communication tools to connect people with customer service instantly – no appointment required.”Craig DonaldsonCEO
Metro Bank
Increase sales productivity 15-20%.
Free up salespeople to spend more time with customers.
360 degree view of customer for better decision-making.
“Our people are loving the increased functionality; they can do more, more easily.”
Steven HannaVP and CIO
Kennametal
nTelos
Multi-channel support across self and assisted service.30% reduction in training time for new customer service agents.20% Decrease in phone calls to customer service even as customer base continued to grow.
“After only two-and-a-half months, our investment had paid for itself.”
Peter FriedenbergProject Manager
Streamlining budgeting, financial reporting and accounting.Managing media planning, task scheduling.Vision and roadmap to enable Stage Stores to further enter the digital space with planning at the heart of their marketing efforts.
Stage chose Microsoft Dynamics Marketing for the ability to managing
the scheduling, placement, production, and costing of advertising media and one-to-one print and digital marketing content.
Stage Stores
Real Madrid
Capture social media behavior and enrich CRM contacts.Enable marketing to build better personalized content and target lists.Support sales and service organizations with a complete 360 degree customer view.
“We can create a one-to-one relationship with fans around the planet with the Microsoft solution, connecting this huge community of people and making the experience of being a supporter of Real Madrid much better.”
José Ángel SánchezCEO, Real Madrid C.F.
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This COMPANY UPDATE contains information that is privileged, confidential or otherwise protected from disclosure. Any review, dissemination or use of this document or any of its contents must be approved by Tectura Singapore. Tectura Singapore makes no warranties, express, implied, or statutory, as to the information in this COMPANY UPDATE. The information herein is for informational purposes only and represents the current view of Tectura Singapore as of the date of this COMPANY UPDATE. Because Tectura Singapore must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Tectura Singapore, and Tectura Singapore cannot guarantee the accuracy of any information provided after the date of this COMPANY UPDATE. ©2016 Microchannel Services. All company, brand, or product names are marks of their respective holders. Special Note Regarding Forward-Looking Statements: This COMPANY UPDATE may contain “forward-looking statements” relating to, without limitation, future economic performance, plans, and objectives of Tectura Singapore for future operations and projections of revenue and other financial items that are based on the beliefs of, assumptions made by, and information currently available to Tectura Singapore. The words “expect,” “estimate,” “anticipate,” “believe,” “intend,” “plan” and similar expressions and variations thereof are intended to identify forward-looking statements. The cautionary statements in this COMPANY UPDATE and the assumptions used in the preparation of the forward-looking statements identify and involve important factors with respect to such forward-looking statements, including certain risks and uncertainties, which could cause actual results or the benefits that Tectura Singapore might derive to differ materially from those expressed in or implied by such forward-looking statements.
