Riding the wave towards customer centricity aziz amirali 3_p

Confidential

March 25 2011

Singapore

Slide 1

Riding the Wave towards Customer Centricity

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SHIFT IN STRATEGIC MINDSET

Source: IBM, Inside the Midmarket: A 2011 Perspective

Source: Microsoft

Too much on Infra+Maintenance

Not enough on developing New Capabilities

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CLOUD SERVICES

Slide 3

Next Wave

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WHY FOCUS ON RELATIONSHIP?

Riding on the Wave towards Customers Centricity

Relationship – Central to Your Business

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WHAT IS R-WAVE?

It’s an offering from 3P Solutions.

Everything you need to get Relationship Mgmt going..

• Software

• Microsoft Dynamics CRM2011 Online

• Hardware

• Hosted by Microsoft with DC in Singapore

• Services

• Solution Focus (not generic)

• Guided Implementation Framework for Rapid Time to Value (incorporating Best Practices from 3P Solutions)

• Data Migration

• End-User Training

• Unlimited Support

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R-WAVE – SOLUTIONS / EDITIONS

Company and Contact

Activities Mgt Target Marketing

Segmentation -------

Customer Profiling

Company and Contact

Activities Mgt Lead Qualification Opportunity Mgt Competitor Mgt

------

Company and Contact

Activities Mgt Case Creation

Case Assignment & Routing

--------

Company and Contact

Activities Mgt Job Creation Technical & resource mgt

Job Assignment & Routing --------

Company and Contact

Activities Mgt Target Marketing

Web form ---------

Esse

nti

als

Sales Force Automation

Feedback Management

Resource Scheduling

Outreach

Options Mobile Access

SMS notifications Survey

------------- -------------

Options Mobile Access

SMS notifications Product & Pricing

Quotation Approval

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Options Mobile Access

SMS notifications Approval Survey

------------- -------------

Options Mobile Access

SMS notifications Approval Survey

------------- -------------

Options Mobile Access

SMS notifications Approval

-------------

Ad

va

nce

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GUIDED IMPLEMENTATION FRAMEWORK

• Specific to each solution

• Systematic and complete guide to cover design and configuration considerations

• Enhance Time to Value

• Serve as documentation guide and operating procedure reference

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GUIDED IMPLEMENTATION FRAMEWORK

Predefined Business Process Focus with clear workflow and description

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GUIDED IMPLEMENTATION FRAMEWORK

• Screen shots and full

details documented

• Flexibility in making

changes specific to

each customer’s need

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WHY R-WAVE?

Capabilities Benefits to You

User Friendly & Familiar Solutions

High User Adoption Improved Productivity

Best Practices from 3P Solutions with experience multiple customers’ implementations

Time to Value – Up and Running in 5 days Low Risk and Complexity Time and Cost Saving Quick Return-on-investment

Flexible, Reliable, Secure and Scalable Platform – Microsoft Cloud Services in Singapore

New economics – Pay per Use, Lower and Predictable Cost, CAPEX vs OPEX

Reduced Management – No Hardware and Software Maintenance

Improved Productivity – More Time to Focus on Core Competency, Access Anytime, Anywhere

Flexibility – Power of Choice

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1) Lead/Opportunity Management

2) Feedback Management

Slide 11

Product Demo

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DEMO – LEAD/OPPORTUNITY MANAGEMENT

• Prospect submits Enquiry using WebForm • Lead created in CRM

• Automated assignment to Telesales in CRM

• Automated email notification to Telesales

• Telesales qualifies Lead • Using Guided Script

• Manual assignment to Sales Exec

• Sales Exec manages Opportunity • Update Opportunity & Activities with Microsoft Outlook client

• Competitor Tracking in Opportunity and Win-Loss Analysis

• Sales Manager reviews Pipeline/Performance • Sales Performance View using Dashboard

• Sales Pipeline Analysis using SQL Reporting Services

• Business Analysis using Microsoft Excel Dynamics Pivoting

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PROSPECT SUBMITS ENQUIRY WEBFORM

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LEAD CREATED IN CRM (REAL-TIME)

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RULE-BASED ASSIGNMENT

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CONFIGURABLE WORKFLOW

Non-Technical

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AUTOMATED NOTIFICATIONS/INTERNAL

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CONFIGURABLE WORKFLOW

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DEMO – LEAD/OPPORTUNITY MANAGEMENT

• Prospect submits Enquiry using WebForm • Lead created in CRM

• Automated assignment to Telesales in CRM

• Automated email notification to Telesales

• Telesales qualifies Lead • Using Guided Script

• Manual assignment to Sales Exec

• Sales Exec manages Opportunity • Update Opportunity & Activities with Microsoft Outlook client

• Competitor Tracking in Opportunity and Win-Loss Analysis

• Sales Manager reviews Pipeline/Performance • Sales Performance View using Dashboard

• Sales Pipeline Analysis using SQL Reporting Services

• Business Analysis using Microsoft Excel Dynamics Pivoting

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TELESALES – QUALIFIES LEAD

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GUIDED DIALOG-1

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GUIDED DIALOG-2

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GUIDED DIALOG-3

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GUIDED DIALOG-4

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GUIDED DIALOG-5

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GUIDED DIALOG-6

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GUIDED DIALOG-7

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QUALIFY / DISQUALIFY LEAD

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MANUAL ASSIGNMENT TO SALES

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DEMO – LEAD/OPPORTUNITY MANAGEMENT

• Prospect submits Enquiry using WebForm

• Lead created in CRM

• Automated assignment to Telesales in CRM

• Automated email notification to Telesales

• Telesales qualifies Lead

• Using Guided Script

• Manual assignment to Sales Exec

• Sales Exec manages Opportunity

• Update Opportunity & Activities with Microsoft Outlook client

• Competitor Tracking in Opportunity and Win-Loss Analysis

• Sales Manager reviews Pipeline/Performance

• Sales Performance View using Dashboard

• Sales Pipeline Analysis using SQL Reporting Services

• Business Analysis using Microsoft Excel Dynamics Pivoting

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ACCESS CRM VIA INTERNET EXPLORER

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OPPORTUNITY

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ACCESSING CRM VIA OUTLOOK

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ACCESS CRM VIA IPAD

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UPDATE OPPORTUNITY IN IPAD

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COMPETITOR TRACKING

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OPPORTUNITY – WIN/LOST

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WIN-LOSS ANALYSIS

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DEMO – LEAD/OPPORTUNITY MANAGEMENT

• Prospect submits Enquiry using WebForm

• Lead created in CRM

• Automated assignment to Telesales in CRM

• Automated email notification to Telesales

• Telesales qualifies Lead

• Using Guided Script

• Manual assignment to Sales Exec

• Sales Exec manages Opportunity

• Update Opportunity & Activities with Microsoft Outlook client

• Competitor Tracking in Opportunity and Win-Loss Analysis

• Sales Manager reviews Pipeline/Performance

• Sales Performance View using Dashboard

• Sales Pipeline Analysis using SQL Reporting Services

• Business Analysis using Microsoft Excel Dynamics Pivoting

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DASHBOARD – OVERVIEW

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DASHBOARD – SALES PERFORMANCE

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DASHBOARD – USER CUSTOM

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SQL REPORTING SERVICES – PIPELINE

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BUSINESS ANALYSIS USING MS-EXCEL

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DEMO – FEEDBACK MANAGEMENT

• Public submits Feedback using iPad

• Feedback Case created in CRM

• Automated assignment to Queue

• Automated email acknowledgement to Customer

• CSR handles Feedback in Dynamics CRM

• Updates responses

• Escalation – Internal / External users

• Trigger Feedback Case Closure

• 2-Way communications via SMS

• Outgoing SMS to customer, and ask for rating of service

• Customer SMS reply with rating

• System update rating and close case in CRM

• Post Feedback Survey

• Outgoing email to customer, with URL link to webform

• View survey responses in CRM

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SUBMITS FEEDBACK USING IPAD

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FEEDBACK CREATED IN CRM

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AUTOMATED – ASSIGNED TO QUEUE

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EMAIL ACKNOWLEDGEMENT TO CUSTOMER

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CONFIGURABLE WORKFLOW

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DEMO – FEEDBACK MANAGEMENT

• Public submits Feedback using iPad • Feedback Case created in CRM

• Automated assignment to Queue

• Automated email acknowledgement to Customer

• CSR handles Feedback in Dynamics CRM • Updates responses

• Escalation – Internal / External users

• Trigger Feedback Case Closure

• 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service

• Customer SMS reply with rating

• System update rating and close case in CRM

• Post Feedback Survey • Outgoing email to customer, with URL link to webform

• View survey responses in CRM

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HANDLING / ESCALATION

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PARTNER PORTAL

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FLAG FOR CLOSURE

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DEMO – FEEDBACK MANAGEMENT

• Public submits Feedback using iPad • Feedback Case created in CRM

• Automated assignment to Queue

• Automated email acknowledgement to Customer

• CSR handles Feedback in Dynamics CRM • Updates responses

• Escalation – Internal / External users

• Trigger Feedback Case Closure

• 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service

• Customer SMS reply with rating

• System update rating and close case in CRM

• Post Feedback Survey • Outgoing email to customer, with URL link to webform

• View survey responses in CRM

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CLOSURE – OUTGOING SMS TO CUSTOMER

Gurmit Singh, please

be informed that the

reported feedback

has been addressed

and will be closed.

We would appreciate

your feedback on the

satisfaction level of

our customer service.

Reply to this SMS

with 3p1 to 3p5

(3p1-Satisfied, 3p5-

Dissatisfied).

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CUSTOMER REPLY SMS

3p2

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TRIGGERS AUTOMATED ACTIONS

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WORKFLOW RULE

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SMS INTEGRATION

SMS(Outbound)

SMS(Inbound)

WorkflowRule(s)

WorkflowRule(s)

3PSolutionsWeb Service API

1 2

RapidSMS(Gateway)

Web Service (Hosted by 3P Solutions)

Personnel

3

4

56

7

Rapid SMS (hosted by Inspire Tech)

Microsoft CRM Online (hosted by Microsoft)

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DEMO – FEEDBACK MANAGEMENT

• Public submits Feedback using iPad • Feedback Case created in CRM

• Automated assignment to Queue

• Automated email acknowledgement to Customer

• CSR handles Feedback in Dynamics CRM • Updates responses

• Escalation – Internal / External users

• Trigger Feedback Case Closure

• 2-Way communications via SMS • Outgoing SMS to customer, and ask for rating of service

• Customer SMS reply with rating

• System update rating and close case in CRM

• Post Feedback Survey • Outgoing email to customer, with URL link to webform

• View survey responses in CRM

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OUTGOING EMAIL WITH URL LINK

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SURVEY WEBFORM-1

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SURVEY WEBFORM-2

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SURVEY WEBFORM-3

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SURVEY WEBFORM-4

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SURVEY WEBFORM-5

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SURVEY WEBFORM-6

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SURVEY WEBFORM-7

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SURVEY RESPONSES IN CRM

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SURVEY SETUP (BY USERS)

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SURVEY QUESTIONS (BY USERS)

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THANK YOU