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Microsoft Dynamics CRM -Meeting the Needs of SMB and the Enterprise. Max Fatouretchi Partner Technology Specialist EMEA. Agenda. Microsoft Dynamics CRM in the Market Implementation Approach & Planning Microsoft Case Study. Microsoft Dynamics CRM Success Across Segments. 25%.
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Max FatouretchiPartner Technology Specialist EMEA
Microsoft Dynamics CRM in the Market
Implementation Approach & Planning
Microsoft Case Study
No longer targeted to only small and medium size businesses
Gaining market share in larger businesses
Competing with (and winning against) Siebel & SAP
New license sales are likely to be accelerating…more than 140% in 2006.
Garnering interest in deployments of more than 500 seats and, in several cases, more than 1,000 seats.
Implementation partners have been touting test environments that demonstrate Microsoft Dynamics CRM scaling to 2,000 users on a single server.
CRM integration with Microsoft Office Outlook, as implemented by Microsoft Dynamics CRM 3.0, can help increase user adoption rates.
Source: Status Report on Microsoft CRM, Brian Prentice, Aug 16th 2006, Gartner
Health Insurance – 250 user call center
Wealth Management – 1,000 user sales
Real Estate Management – 2,000 user sales & service
Hotel Chain – 5,000 user sales
Retail Bank – 5,000 user sales
Software Manufacturer – 8,000 user service
Satellite implementation around corporate CRM
SBS 2003 + DC
CRM Small Business Edition
Integration is usually a part of the project
Typically longer deployment time frames than smaller businesses
Development of more advanced customizations via SDK
Security model often quite a bit more complex
Plan for a multi-phased implementation
Conference room pilot
Pilot with out of the box configuration
Phase in SDK extensions and integration
Determine which system owns the data
Keep data models in synch where possible
Start early in the project
Always takes longer than you think
Expect issues with data mapping between systems
Don’t underestimate time needed to address concerns from IT
Ensure all corporate guidelines are being addressed
Policies often exist for evaluating packages application in the corporate IT infrastructure
Get IT involved early to avoid surprises late in the project
May need lab deployment to address raised concerns
May need Microsoft Exchange upgrade
Installation of 3rd party software on Microsoft Exchange often prohibited
Consider a dedicated Microsoft Exchange server for Microsoft Dynamics CRM router
Procedures for monitoring the Sink mailbox needed
Who has access?
How often will it be monitored?
Make sure you have an accurate inventory of target machine configurations
Variations in the base configuration can impact ability to install the Microsoft Dynamics CRM Client for Outlook
May need to upgrade desktops/laptops
Plan for software rollout
Automated installation can be difficult
Don’t forget operational support
Documentation and training needed for operations to understand application
Who do users call with problems?
Corporate help desk needs to be aware of the application and know how to handle support calls
Coordination of training for a global deployment can be tricky
Consider options for training
Regional road show
Plan for tailored scalability testing
Analyze transaction mix and usage
Model data volumes
Consider true concurrency
Performed in our lab in Seattle, WA, USA
Sales transaction profile
12 month project data volume
3,000 concurrent users
> 240,000 HTTP Transactions/hour
< ½ second average HTTP response time
Plan for future volume and understand procedures for swapping out hardware
Scale out where possible
Use 64-bit SQL Server 2005
High performance SAN with fast I/O channel
Use a dedicated SQL Reporting Services/Analysis Services environment
Microsoft Dynamics CRM Center of Excellence becomes the first & best choice to deliver CRM capabilities for the Microsoft business
Drive high value, innovative usage of Microsoft Dynamics CRM products & solutions to establish measurable business productivity gains at Microsoft
Drive to high client satisfaction
Develop showcase scenarios & validate cost/benefit
Determine viability of a Microsoft Dynamics CRM federated approach in the enterprise
FY06 Theme: Build the Microsoft Dynamics CRM COE
Create Microsoft CRM roadmap & architectural blueprint for IT Business Systems
Establish COE processes for IT alignment of all Microsoft CRM projects
Standardize Microsoft CRM client engagement model
FY07 Theme: Deliver Microsoft Dynamics CRM capabilities internally
Successfully complete key pilot projects (ISCRM, NZCRM, OEMCRM)
Drive innovation and evangelize the power and flexibility of Microsoft CRM
Increase internal usage to >4000 seats
Showcase Titan as an viable internal hosting solution for enterprises like Microsoft
FY08-FY10 Theme: Deliver on CRM Roadmap & use Microsoft Dynamics CRM as a “Platform” for a Microsoft Sales and Marketing
Develop alignment with enterprise CRM strategy & support user adoption evolution
Develop and implement adoption strategy for all future releases of Microsoft CRM
Migrate previous implementations and shadow apps to new architecture
Execute Microsoft CRM integration strategy: Microsoft Office, RTC, SharePoint, Groove, Speech Server
Best of worlds – Centralized mastering with application flexibility
Enterprise view - data master with two-way integration with key fields
Business Agility - provides the business with quick, low cost configurations
Same Application – no custom code. Easy upgrade to new releases.
New Thinking – replaces large, expensive centralized applications.
Account = Organization mastered in MIO
Contact = Individual mastered in MIO
Optys = Optys mastered in Microsoft Dynamics CRM
Microsoft Dynamics CRM Federation Model
Teams currently use the application for broadly based processes, not simply traditional sales and marketing functionality. Some examples:
HR Staffing – Microsoft employee recruiting
Digital Media – Selling of 3rd Party digital media rights for Microsoft products such as Windows Media Player
Competitive and Regulatory Affairs – Providing reports to the US Department of Justice to assure that Microsoft is compliant with the decree set by the DOJ regarding anti-monopoly practices
Partner Experience – tracking Partner based escalations and questions regarding the broad mix of Microsoft Partner programs
MSN Operations Workbench – used to track IT services provided by the MSN Operations Team including Capacity Planning
Microsoft DMO – tracking Data Management requests
Microsoft Finance - using to track opportunities to provide financing services to customers who are purchasing Microsoft software.
Rapid customization capability, including:
The Microsoft Business people *love* the customization capabilities.
Too many things to list!
Easy to use and deploy out-of-the-box
Integrates with Microsoft Outlook and Microsoft Exchange server
Ability to use in on-line and off-line modes
Ability to scale to larger deployments (>5,000 users) via web load-balancing and SQL clustering