Accelerate Business Success With XRMdownload.microsoft.com/documents/hk/technet/techdays2009/... · 2018. 12. 5. · XRM Accelerate Business Success With XRM Issue # 1 –Cant Deliver

Accelerate Business Success With XRMXRM

Accelerate Business Success With XRM

Harry Ng, Microsoft Certified TrainerSenior Systems Consultant, [email protected]


Topics

Setting the Stage

Key Execution Issues

XRM Design

XRM Application Architecture

Extend Process Scenarios with SharePoint

XRM Customer Showcase

SETTING THE STAGEKey Success DriversKey IT ChallengesXRM Enables Business Success


Key Success DriversHow do you define success?

Business process innovation as key competitive advantage

Business productivity innovation is needed now more than ever

Flexibility to rapidly implement global innovation is a key enabler

66% of CEOs believe

their organizations

need to introduce

fundamental/ radical

changes in the next 2

years

“Products and services

can be copied. Our

business processes and

our business models are

our differentiators.”

CEO – Global Enterprise

5


Key IT ChallengesChallenges with delivering sustainable business value

Too much time and

money is required

to efficiently

develop, deploy and

maintain custom

applications

Identifying the right

application is costly.

Maintaining applications

from multiple vendors is

cumbersome

Difficult to deliver business ROI and differentiators

Limited budget and resources

Too many issues with buying and

building apps

Not equipped to rapidly respond to business change 6


XRM Enables IT & Business SuccessXRM delivers business results through 4 D’s of Differentiated IT

BusinessIT

Differentiated

IT

Deliver rapid innovation

& agility

Develop flexible business

applications

Drive efficient & effective IT

Demonstrate business success

XRM

7

KEY IT EXECUTION ISSUESIssue #1 – IT Can’t DeliverIssue #2 – Too Many Trade-OffsIssue #3 – Benefits Come At Too High A CostIssue #4 – Stack Up The ProblemsIssue #5 – Exponential Issues


Issue # 1 – Can’t Deliver On RequestsNot delivering business solutions can cause even more issues

Request – Business requests an application

Denied – Low priority or not enough budget for IT to deliver

Go Solo – Business creates or buys a shadow application

Result – Hundreds of shadow applications pop-up (issues)

Clean-up – IT tasked with cleaning-up shadow apps

Repeat – Go to step 1

1

2

3

4

5

6

The Slippery Slope

Often time the business goes without, resulting in inefficiencies


Faster Delivery Time (if OOB) Lower OOB Business Fit

(Change Business to Fit) Narrow Scope of Available

Applications (Buy Multiple)

Broadest Scope of Possibilities Slower Delivery Time Higher Potential Business Fit Resource/Time Intensive Difficult to Deliver Complete

Build Custom

Applications

Faster Lower

Higher

Buy Packaged

Apps

Issue # 2 – Too Many Trade-Offs Buy and Build Are Both Unbalanced

Scope of available applications

Slower


Buy

Build

Issue # 3 – Benefits Tied To High CostsBoth Buy and Build Benefits Come Locked in with ‘Costs’

Benefits Costs

Locked into vendor / schedule

Customized to fit business

Business adjust their processes

Must buy new software with new

licenses for every application need

Tailor application to business needs

Leverage existing infrastructure

Not one size fits all program

Greater control over dev process

Not as reliant on a vendor

Leap frog end-to-end development

Configuration /OOB capabilities

Earlier to maximize benefits

Vendor provides maintenance

Vendor delivers enhancements

Expensive to develop

Compromise application capabilities

High maintenance costs

Inability to rapidly change / innovate

Long delivery cycles


Build

Issue # 4 – Stack Up The ProblemsMajor issues in the application stack exist for both buy and build

Application StackBuy

Inconsistent user experience. High training

effort

Inconsistent and incomplete user

experiences

Limited fit to unique business needs

Limited capabilities due to trade-offs

Rigid constraints. Customizations don’t

upgrade well

Lack of reusability and business agility

Requires expert resources and new

environments

Code doesn’t port easily. IP with developer

Line of Business Context / IP

User Experience

Application & Database Services

Physical Environment &

Resources


Application Stack

User Experience



Resources

Issue # 5 – Exponential IssuesEach issue is compounded with every separate LOB applications

Business IP

Application & Database

Services

Physical Environment & Resources

User Experience

1 2 3 4 5 6

Line of Business Context / IP

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Most large organizations have hundreds of LOB applications


Application Stack

User Experience



Resources

Issue # 5 – Exponential IssuesEach issue is compounded with every separate LOB applications

Business IP


Services


User Experience

1 2 3 4 5 6

Line of Business

Context / IPBusiness IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

Business IP


Services


User Experience

As a result, most large organizations have very low business agility

Inconsistent user experiencesHigh training costs. Low usage

Duplication of application and data servicesHigh costs to deploy, change and maintain

Duplication of infrastructure and resourcesHigh resource costs. High effort to maintain

Incomplete and limited business IPHigh cost to business. Low impact to business success

A BETTER WAYBridging the gapXRM DefinedRelational LOB Applications DefinedXRM Applications Fit


Bridging the GapA better way to accelerate application development

Development Tools

Development Frameworks

Packaged Applications

Build Buy

Application Platform

Lower total cost of

ownership (TCO)

Rapidly innovate

and grow your

business


XRM Key Concepts DefinedRapidly develop relational business applications

Application Platform Layer – XRM is a Microsoft application platform layer designed to accelerate the development of relational business (or LOB) applications through flexible dynamic application services

Dynamic Application Services – Reusable application services that can be adapted and extended to create many unique applications

Multi-Tenant Architecture – Multi-tenancy allows organizations to build and run many LOB applications on a single platform

Microsoft Technology – XRM leverages familiar Microsoft technologies as building blocks, including Microsoft Office, Outlook, SQL Server, .NET and Windows


Relational LOB ApplicationsXRM’s Sweet Spot for Rapid Application Development

Used By

To Manage

Automates

Tracks

Provides

Baseline Definition (CRM) XRM

Marketing, Sales and Customer Service Teams

“Any” Team

Customer Relationships “Any” Relationship

Marketing, Sales and Service Business Processes

“Any” Relevant Process

Interactions, Activities, Tasks, and 360 History

Interactions, Activities, Tasks and 360 History of “X”

Customer-centric Analytics “X”-centric Analytics

X = AnyC = Customer

Integrates

withERP applications ERP and CRM applications


Fits Your PeopleThe right user experience for every user role

XRM Applications FitPlatform flexibility ensures each application you build fits

Fits Your BusinessConfigures quickly to meet your specific needs

Fits Your EnvironmentDeploys quickly and integrates existing assets

XRM DESIGNOne Platform : Many ApplicationsDesigned for Business ContextDesigned for User ExperiencesDesigned for Application DeliveryDesigned for Shared Resources


Shared Application and Data Services

Vendor Management

Asset Management

Employee Management

Program Management

BUILD

many LOB

applications

ON

a single

platform

WITH

shared

resources

One Platform : Many ApplicationsXRM accelerates the development of many LOB applications

Supplier Management

Property Management

Recruit Management

Project Management

Contractor Management

Fleet Management

Resource Management

Product Management

Partnership Management

Contract Management

Lifecycle Management

Constituent Management

Grant Management

Licensing Management

Legislation Management

Task / Activity Management

Shared Environments & Resources

Consistent and Complete User Experience


Application Stack

Users

Services

Resources

XRM Designed For Business ContextEnables business differentiation and impacts business success

Roles & Users

1 2 3 4 5 6

Line of Business

Context / IP

Access & Security

Data Capture & View

Process Automation

Capabilities & Features

Tracking & Reporting

Relational business application platform to build many apps

Consolidate legacy applications and build new as needed

Designed to fit wide variety of business needs

Deliver complete business solutions

Change business applications to fit business needs


Application Stack

Services

Resources

XRM Designed for User ExperienceReduce training time and costs with consistent user experience

Business IP

Familiar and intuitive MS Office user interfaces

Consistent user experiences and tools

Access anywhere from any web browser

Fully featured online and offline

Personal and shared views, queries and analytics

User Experience

Office / Outlook

Common Features

Online / Offline

Multi-Lingual

Multiple Devices

Web / SharePoint


Application Stack

Resources

XRM Designed for Application DeliveryReduce time and costs to deliver and update applications

Business IP

Point & click application definition and portability

Declarative data schema and relational design

Business process automation and orchestration

Dynamic web-services and data/metadata APIs

High availability, performance and scalability

Application & Data Services

Users

Application Definition & Portability

Relational Data Design

Windows Workflow

Foundation

SOA / Web-services

Multi-tenant Multi-lingual

Multi-currency

Manageable &

Upgradable


Application Stack

XRM Designed for Shared ResourcesReduce costs and optimize IT efficiency and effectiveness

Business IP

Multi-tenant & multi-application business architecture

Shared Microsoft technology stack for common skill sets

Single user license for multiple XRM applications

Shared servers, infrastructure and maintenance

Shared pool of IT professionals and developers

Environment & Resources

Users

Services

Common Technology

Leverage Microsoft

Stack

Single License For

Multiple Apps

Shared Servers &

Environment

Shared IT Resources

(Pool)

Consistent Delivery Process


Citizen Services Portal Conservation Management Citizen Case Management

CSP Tracking Agriculture Management Disaster Management

One Platform : Many ApplicationsScreenshots of XRM applications in government

XRM Application ArchitectureDynamic Application Services


XRM Foundational Technologies

Microsoft TechnologiesMaximize your existing technology investments & resources

XRM works like and with

familiar Microsoft

technologies

цззййз

Intuitive user tools increase user adoption & productivity

Standard tools optimizes IT resources and infrastructure

28


Powerful and intuitive point & click allows organizations to rapidly build entire applications

For technical and non-technical users

Enables lightning fast deployments and agile iterative design and feedback

Completely define each unique application through point & click

Less developers focused on building infrastructure

Point & Click CustomizationBuild your applications with nothing but a mouse

цззййз

Point & Click Customization Components Relational Data Schema Forms Designer & Navigation Feature Functionality Role-based Security

Business Logic Process Automation Reporting Application Configuration

29


Point & Click CustomizationsQuickly create customized user interfaces

Forms Designer

– Customize Form Layout

– IFrames

– ISV extensions

Form Scripting - JScript

– Field-level Events

– Data value property to get / set values

– Methods to get client attributes / state

Navigation

– Custom navigation via SiteMap

– Outlook menu extensions

цззййз

30


Relevant Entities

Contextual Tabs

Point & Click CustomizationsQuickly create and display the unique UI that you need

Necessary Fields

цззййз

31


XRM Ripple EffectChanges Dynamically Propagate To Application Services

The XRM Ripple Effect increases IT responsiveness to business requests, increases productivity and provides low TCO

Ripple Effect - “Create New Field”

New field is dynamically made available to:

Forms Designer (UI)

Client-side Jscript

Workflow Engine (triggers, data…)

Advanced Find & Query

Analytics

Wizards (Workflow/Reporting)

Offline Synchronization

Web-Services (Data/Metadata API)

Mail Merge

Data Import, Mapping & Deduplication

цззййз

32


Data Modeling ServicesSimple declarative modeling of complex business entities

цззййз

Data Modeling Components SQL Server automation Table creation (entities) Data Relationships (n:n) Referential Integrity Rules

Attribute definition & rules Metadata management Web-based schema tools No SQL required

Schema modeling and metadata definition accelerates creation

Every application is defined in metadata vs. in code

Export application definition and import into other servers

Metadata architecture simplifies upgrades

Publish changes on the fly

Applications built on XRM will inherit new capabilities as platform evolves

33


User ExperienceConsistent user experiences across multiple LOB applications

цззййз

User Experience Components Microsoft Office Integration Microsoft Outlook Sync Standard Clients & Devices Common Navigation & SiteMap

User Functionality & Tools Offline Capabilities Language Packs Accessibility

Decrease training time and increase user adoption with a consistent user experience

Use the user experience that fits your users the best

Consistent navigation and tools across all applications

Productivity tools are optimized for users

Consistent user experience, even in offline mode (data, reports, workflow, custom)

34


XRM Foundational Capabilities

Prebuilt and reusable user functionality provides consistent experiences and standard productivity tools across all XRM applications

User ExperienceStandard user functionality comes in every XRM application

цззййз

Custom Views (Personal)

Outlook SynchronizationAdvanced Find & Query

Task & Activity Management

Issue TrackingScheduling Management

Smart Search

Interaction Management

Email Productivity Tools

Reporting Wizard (Personal)

User Queues

Workflow Wizard (Personal)

Presence Visibility

Event Management

Outbound Bulk EmailMail Merge

List Management

Knowledge Base

35


Security ServicesGranular security model for role-based access and controls

цззййз

Access & Security Components Active Directory Access Controls / Authentication VPN-less Accessible (SSL) Bulk User Management

Role Management Role-based Security Hierarchical Security Deep data controls

Simplify user administration with role-based access controls and data security logic

Rapidly add multiple users directly from Active Directory

Create role profiles and assign appropriate security access

Export and use security roles across all environments (Dev, Test, Staging, Production)

Control operations on all relevant custom entities

36


Empower every day users with easy reporting, visual insight and actionable analytics

Combine analytics with workflow for actionable intelligence

Minimize costs by leveraging existing Microsoft technology investments

Deliver business insight through familiar productivity tools

Bring analytics to the masses

Extensibility Components Microsoft SQL Server/SRS/SAS Microsoft Excel Report Creation Wizard Scheduled & Offline Reporting

Ad Hoc Analytics Dashboards / KPIs OLAP Predictive / Data Mining

Analytical ServicesEnsure data and insight consistency across all LOB applications

цззййз

37


XRM VisualizationsDashboards and extensive visualization capabilities

цззййз

Citizen’s Issues Dashboard Recruit Compatibility Facility At-A-Glance

Recruiting Scorecard Employee At-A-Glance Asset Dashboard

38


Process Automation ServicesAutomate and orchestrate line-of-business processes

цззййз

Process Automation Components Windows Workflow Foundation Process Modeling & Design Workflow Wizard Workflow Stages

Workflow Triggers Workflow Logic Workflow Actions Workflow Tracking

Reduce costs and increase user productivity through optimized processes and procedures

Configure process models the way it fits your business

Capture and operationalize process best practices

Measure and improve business processes

Wizard makes it easy for end-users to create personal workflow

39


Windows Workflow FoundationCommon foundation for workflow

Windows Workflow Foundation provides a powerful workflow platform to tackle the most challenging automation tasks

Shared workflow engine across other Microsoft technologies (including SharePoint & BizTalk) for enhanced process federation

Business-level configuration environment for end-users

IT-level design environment for sophisticated users

40

цззййз


Multi-tenant Controller

XRM Conceptual ArchitectureDesigned for flexibility and extensibility

Data Access Platform

Metadata Data

Business Entity Components

Data Access Components

Synchronous Business Logic

Custom Synchronous Actions(.NET Assemblies)

Web Services

Role

-Base

d S

ecu

rity

Standard UI(Outlook, Web, Mobile)

Custom UI & Mash-Ups(ASP.NET, SharePoint, Silverlight/WPF)

IntegratedApplications

Reporting(Excel & SRS)

Work

flow

Custom Asynchronous Actions(.NET Assemblies)

цззййз

Cloud Server

42


Platform Management ServicesStreamline LOB application administration with XRM

Reduce administrative costs with tools that streamline and simplify operations

Integrates with Microsoft tools and heterogeneous environments

Full application portability streamlines ‘dev-test-staging-production’ release

Backwards compatibility

Keep all XRM applications up and running from one place

Data managementцззй

йз

Platform Management Components Portable Application Model Release Management Upgrade Management Job Monitoring & Controls

Data Management/De-dup Diagnostic Tools & Alerts Federated Updates MOM / System Center

44

EXTENDED PROCESS SCENARIOSSharePoint and XRM Have Complementary StrengthsSharePoint and XRM Have Complementary ApproachesBetter Together with Microsoft Technologies


SharePoint

XRM

Unstructured & Semi-structured

Data

Social Engagement & Collaboration

Information Evolution &

Storage

Informal Rules Enterprise Search

Across Teams & Domains

Structured Relational

Data

Interactions, Activities &

Tasks

Information Generation &

Analytics

Formalized Processes

Data Query & Filter

Within Teams & Domains

SharePoint and XRM are ComplementaryCombined strengths cover broad business needs


SharePoint

Manage / View

Access/SearchCollaborate

Internal Process

Audience(Business Units,

Departments, Teams)

External Process Audience(Internal Organization, External)

Unstructured & Semi-Structured Data(Information, Content, Documents, Lists)

Business Process Automation

Social Engagement

BroadcastPublish

Structured Relational

Data(5+ data tables with data relationships)

Act / Interact

Integrate & Extend(BCS, Web-Parts, Enterprise Search…)

SharePoint and XRM are ComplementaryEach enable different parts of process to different audiences

XRM


Unstructured Data

Broadcast & Publish

Business Process Automation

Relational Data

Breadth of Capabilities

External Process Audience

Access & Search

Query & Analyze

Internal Process Audience

AND

SharePoint

XRM

Microsoft TechnologiesComplementary strengths for extended process scenarios

Feature Gaps

Usability & Productivity Gaps

.NET OfficeExtensions Familiarity / Usability

CUSTOMER SUMMARY ROI


Customer ROITangible XRM benefits

• Replacing 70 applications

• Reducing application development staff from 20 contractors to 8 contractors

• Expected savings over $8M over five years

• Reduced enrollment process from 30-40 days to 2-3 days

• Connects H&R employees, employers, hospitals, and schools with state agencies

• Reduced data cycle from 6 weeks to less than 24 hours

• Eliminated over 40 custom LOB applications (Lotus Notes)

• Consolidating additional 120 LOB applications in less than 1 year

• Single repository so that all users access the most current data

• Elimination of multiple manual entries on paper, in spreadsheets or in redundant databases will reduce the entry errors

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Customer ROITangible XRM benefits

• Increase in closed business deals

• Live with hosted solution within 5 days

• Accelerated deployment by 6 months

• Improving “First Call” Resolution Rates to 80%

• Increasing Call Capacity by 100%

• Increasing Electronic Tax Collections by 500%

• Improved productivity by automating manual processes

• Better track information derived from multiple communication channels

• Saves more than 1,250 hours of labor each year by automatically transferring dealer configurations to quotes

• Reduced overhead and improved experience as orders are filled more quickly and more accurately

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The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market

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