Technical Case Study

IT Insights A service of Microsoft IT Showcase

Microsoft IT Streamlines Disparate Sales

Data into an Easy-to-Use Windows 8.1

Experience

April 2015

Read about the design principles and implementation process Microsoft IT

followed to deliver a solution for Microsoft salespeople and business leaders

that provides a dashboard view into all the information critical to achieving

sales goals and making data-driven decisions.

Situation

Previously, sales people and sales executives at Microsoft had to navigate through up to 80

different tools to track their sales pipelines, manage marketing events, or gather all the data

required to make strategic sales decisions. Each system had its own interface, learning curve, KPIs,

and reports. Time spent working through all these tools not only reduced productivity but also

made it difficult to get a clear, end-to-end understanding of the business.

Solution

Microsoft IT built the Windows Apportal for Sales (Tool), which combines a Windows 8.1

dashboard application and a middle tier for enhanced data manipulation that aggregates data

from multiple data sources into a unified and intuitive user experience.

The Windows Apportal for Sales (Tool) automates five key sales workflows: pipelines, top deals,

KPIs, collaboration, and calendaring. Its ability to surface consistent sales data enables sales teams

to spend less time searching for information and more time working with customers.

Benefits

Single dashboard for field sellers

as well as for executive leadership

Enables self-service business intelligence (BI)

Products and Technologies

Windows 8.1

Microsoft Azure

Microsoft Office 365

Microsoft System Center

Power BI

Microsoft Dynamics CRM Online

Skype

XAML, C#

Simplified, streamlined deployments

Scalable, adaptable framework

Rapid development

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2 | Microsoft IT Streamlines Disparate Sales Data into an Easy-to-Use Windows 8.1 Experience

Situation

In this digital age, enterprise sales organizations need timely access to accurate data that helps them

track individual progress toward sales goals and to provide actionable information to executives that

helps ensure that strategic decisions align with business objectives. However, sales departments’ tools

and systems are typically one-off solutions that are installed as the situation demands and the budget

dictates. The result is a set of independent systems, each with its own user interface, learning curve,

KPIs, and reports. Not only do these siloed tools reduce team member performance, but their lack of

integration increases the risk of redundant data and conflicting reports because they use different

metrics.

In the industry and similarly within Microsoft, IT had to keep up with the demands of employees using

smaller devices and the need of more “snackable” applications to meet the need for quick, nimble,

and easy-to-deploy applications.

The following graphic shows a timeline of devices and applications starting in 2000.

In 2006, the iPhone transformed mobile computing with the kiosk interface—placing applications on

an endlessly scrolling flat screen. The simple, easy-to-use interface was an instant hit.

In 2012, Microsoft introduced Windows 8—ushering in the 3rd Generation of mobile computing. This

evolution allows for ease in both creation and consumption in a single, powerful experience.

In 2013, Microsoft introduced Windows 8.1—ushering in the organization power of the Windows

Apportals. This breakthrough functionality pulls together essential apps and data in a single view—

right from the fabric of Windows 8. Using a revolutionary nested file directory, Windows Apportals

create role-based “mini Start screens.” This interface combines the desktop’s logical folder structure

with the ease of the kiosk’s touch interface.

Like other large enterprise IT organizations, Microsoft IT is responsible for managing all the

company’s technical infrastructure, including sales. The lack of data integration and disparate data

sources in the Sales team’s systems made it challenging for Microsoft IT. Additionally, Sales team

members’ and executives’ productivity was impacted by people working with a number of different

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3 | Microsoft IT Streamlines Disparate Sales Data into an Easy-to-Use Windows 8.1 Experience

tools and interfaces that did not cater to any particular role. One tool tracked their sales pipeline,

another system managed marketing events in a given area, and countless other websites and

resources had to be accessed in a piecemeal fashion to gather all the data needed to make strategic

sales decisions.

Microsoft IT needed to build a new holistic sales solution that would integrate across systems and

aggregate data from multiple data sources into a single, unified environment that surfaced consistent

data. Based on modern design principles, this new solution needed an intuitive interface that field

sales and executives could use to display information from up to 80 different systems as a single

implementation, and—depending on the user’s role and needs—to offer multi-dimensional views into

current sales and business conditions.

Solution

Microsoft IT leveraged the Apportal framework to rapidly design and deploy the Windows Apportal for

Sales (Tool), which integrates, synthesizes, and reports on related but disparate sales data sets.

The Windows Apportal for Sales (Tool)

The Apportal Framework describes a framework for Windows

8.1 applications that leverages modern Windows 8.1

capabilities to provide an integrated portal that includes a

portfolio of self-service BI capabilities. The Apportal enables

Microsoft IT to expose pipeline, performance, and other sales

data through graphical data tiles. This intuitive interface

enables sales personnel to more effectively execute their

business processes and workflows.

As illustrated in Error! Reference source not found., the Windows Apportal for Sales (Tool) includes

two core components:

Figure 1. Windows Apportal for Sales (Tool) core components.

Application layer—Windows 8.1 dashboard application: The inherent flexibility of the Apportal

design facilitates rapid, iterative development. Microsoft IT followed modern design practices

including the Model View View Model (MvvM) to build a dashboard application that can obtain,

bind, and report data from sales data services. Developed using industry-standard XAML and C#

technologies, the Windows Apportal for Sales (Tool) app provides an integrated perspective and

flexible presentation of multiple disparate data sets.

Service layer—Middle tier for enhanced data manipulation: The data service layer obtains and

feeds data from sales data sources to the Windows 8.1 application. Data services (including web

services) are used to analyze data inside the Windows Apportal for Sales (Tool). This middle tier

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4 | Microsoft IT Streamlines Disparate Sales Data into an Easy-to-Use Windows 8.1 Experience

data service layer also facilitates the data manipulation/transformation, consolidation, and

aggregation activities that are needed to satisfy various business rules and to simplify data

consumption.

Implementation

Design Principles

To produce the Windows Apportal for Sales (Tool), Microsoft IT adopted the following design

principles:

Use an agile process for rapid development and engage with business stakeholders.

Microsoft IT used an agile scrum process to define key features and requirements, and then

distilled them into prioritized backlog of user stories. As business needs evolved over time, the

product backlog was adapted. Experimental research and development “spikes” were also utilized

to explore alternatives and to further optimize capabilities.

Adapt and leverage modern Windows 8.1 components to streamline and accelerate

development. Use XAML, C#, and other technologies coupled with selective use of third-party UI

components to move rapidly from prototype to production-caliber solutions. Leveraging

Microsoft technologies enabled developers to respond quickly and to fulfill changing

requirements within very tight time constraints.

Leverage MvvM to obtain, consume, and present data and enable self-service BI. The Model

View View Model pattern provides a useful, flexible framework to adapt functionality over time

and to streamline and accelerate development with modern Windows 8.1 components, including

XAML, C#, and third-party components. Over time, data schema and requirements can change, so

different data sources might need to be bound to different tiles in different ways. MvvM separates

concerns effectively and enables development teams to refactor code effectively as their

requirements evolve.

Utilize ADFS 2.0 pass-through authentication and authorization. This enables developers to

leverage existing security models in the source data systems, which provides more operational

flexibility and reduces development costs. When data providers change access rules, the Apportal

updates to take advantage of these changes without requiring coding changes or intervention.

Single sourcing, point of entry simplifies the challenge, enables scalability: The team focused

on obtaining data from a centralized portfolio of data services. The principle was to leverage the

native security models in those data sources instead of duplicating data, creating additional ETLs,

or replicating security models in a new data warehouse.

Implementation Process

Microsoft IT took a multi-phased approach to define, pilot, refine, and then optimize business

intelligence (BI) capabilities. Initially, there was significant ambiguity and uncertainty about application

requirements. Consequently, Microsoft IT used ITLC LITE to develop a prototype within 10 weeks that

was robust enough to demonstrate core functionality in time for the company’s MGX Global Sales

conference.

After a successful prototype, requirements were refined and prioritized to enable a pilot deployment

in the company’s largest US subsidiary. For international subsidiaries that use different business rules

and processes, Microsoft IT implemented required tool refinements to enable worldwide deployment

in the third deployment phase.

Following global deployment, Microsoft IT shifted attention to driving wide-scale adoption of the tool

and to making continued refinements and optimizations. Microsoft IT is now in its fourth optimization

iteration, focusing on performance and functionality improvements to optimize the user experience.

Details on the major milestones and learnings for each deployment phase are summarized in the

following table.

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5 | Microsoft IT Streamlines Disparate Sales Data into an Easy-to-Use Windows 8.1 Experience

Table 1. Summary of the Windows Apportal for Sales (Tool) deployment process

Phase Milestones Lessons

1. Prototype Developed prototype UI application

and preliminary design.

Integrated live links and dynamic data

into a self-serve reporting portal.

Explored and completed proof of

concepts (POCs) on offline data

storage and access options.

Demonstrated capabilities at the

company’s world-wide Sales

convention.

Rapid prototyping was useful

to overcome ambiguity and to

clarify requirements.

Scrum and backlog

prioritization were used to

define the features roadmap

for implementation in a pilot

U.S. subsidiary.

2. US pilot Deployed production-caliber solution

across one (US) subsidiary.

Refined business rules and reporting

through middle-tier and UI

enhancements.

Refined core capabilities including

authentication, authorization, and

offline data storage.

Offline data access was

determined to be less critical—

less frequently used—than

originally anticipated.

Investing in early UX/UI design

pays dividends by improving

the user experience—which

consequently helps minimize

future rework.

3. Global

expansion

Added unique data sources for

international subsidiaries.

Adapted reporting and data

visualization features.

Deployed production-caliber solution

globally.

Implemented enhanced usage

reporting.

Different business rules and

security models across

subsidiaries created challenges.

Following iterative agile

processes, Microsoft IT

regularly refined functionality

based on user feedback to

improve performance and

usability.

4. Optimization Additional emphasis placed on usage

tracking, evangelism, and leadership

buy-in to accelerate adoption and to

drive broader usage.

Optimized existing capabilities and

performance.

A big spike in adoption

occurred when usage reporting

was implemented and

reviewed with management.

A critical mass of product

champions formed to

evangelize the tool and

accelerate adoption.

Results

Use of the Windows Apportal for Sales (Tool) grew 300 percent during its initial year (from 500

to 1,700 users) and has been adopted by 30 percent of the target user base of 12,000 worldwide

users. In mature markets such as the United States, the Windows Apportal for Sales (Tool) is used

by the majority (52 percent) of target users, and it is used by as many as 90 percent of target users

in some locations.

Windows Apportal for Sales (Tool) performance (as measured by download times and data

delivery throughput) has improved 75 percent since its initial release. The tool has maintained 96

percent uptime.

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6 | Microsoft IT Streamlines Disparate Sales Data into an Easy-to-Use Windows 8.1 Experience

Improved productivity shown as Windows Apportal for Sales (Tool) users reacted positively to

the integration of various data sources together into a common application with a single user

interface. In particular, the tool’s deep linking capability, which enables users to click on a data

record and directly drill into that record in its related ERP/CRM system, was particularly valuable.

Streamlining and short circuiting unnecessary activities also increased productivity.

Offline data access has been valuable, particularly in remote regions with limited alternatives.

However, the demand for this feature was less than Microsoft IT projected. Consequently, the

overall return on investment and benefit of offline access has been modest.

Benefits

By implementing the Windows Apportal for Sales (Tool), the business gains the following benefits:

Improved Ease of Use, Effectiveness

Enables self-service BI. The Windows Apportal for Sales (Tool) provides Microsoft sellers with a

single application that meets most of their needs in determining their sales metrics and then

quickly responding to resolve gaps. Apportals such as the Windows Apportal for Sales (Tool)

provide a light and adaptable yet robust framework to meet core BI analysis needs.

Gives insight to both business and technical leaders. The Windows Apportal for Sales (Tool)

provides value up, down, and across the organization. Field sellers can assess their progress and

the status quo and complete valuable corrective actions through the Apportal. In turn,

management as well as middle and senior leadership can similarly assess the situation at multiple

layers or levels of the organization, using consistent, clear reporting.

Improves productivity. A unified, integrated dashboard and crisp, simplified UX/UI

improvements enable users to quickly assess trends and understand their implications. Where

necessary, users can then more deeply analyze the data in the Apportal or supporting tools like

Power BI and Microsoft Excel Power View.

Provides anywhere access. With the Windows Apportal for Sales (Tool), users can analyze key

data on-demand anywhere, and quickly take corrective action. Offline data access empowers

mobile stakeholders in fresh, relevant ways and can sync to the data sources when connections

become reestablished.

Operational Cost Savings

Rapid development. Developing the app with .NET, C#, and XAML greatly simplifies the

development process. Following an agile development methodology and leveraging Windows 8.1

APIs and the Microsoft stack enabled Microsoft IT to quickly accelerate sprint velocity.

Scalable, adaptable framework. Internal customers can build similar Apportal solutions to solve

their own unique challenges by leveraging their existing investments (such as the data service

layer) to create their own scalable and flexible solutions. Once the initial development investment

is made, Apportals can be easily adapted, tuned, and refined to suit a variety of needs.

Potentially reduced TCO. Apportals provide new ways to integrate new applications with earlier

applications. The Windows Apportal for Sales (Tool) gives users access to a variety of online tools

“We are just like other companies—We (Microsoft IT) are pushing more and more applications,

but at the same time, we were seeing productivity decrease. The Windows Apportal for Sales

Tool allows our sales people to customize their application experience to their unique needs so

they can be more productive in selling.”

Kurt Peterson

Senior Director of Sales IT

Microsoft Corporation

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7 | Microsoft IT Streamlines Disparate Sales Data into an Easy-to-Use Windows 8.1 Experience

from the former system while also capitalizing on new native analytical capabilities within modern

Windows 8.1 applications. The Windows Apportal for Sales (Tool) not only links with older tools

but provides a path forward to new capabilities such as mobile analytics.

Improved Management

Simplified deployments. Apportals leverage the company’s internal enterprise Windows Store

and Windows 8.1 deployment methodologies, which make them relatively easy to implement.

Windows 8.1-caliber applications enable business teams to perform in-place upgrades over time

with little or no user disruption. Leveraging the Windows 8.1 code base enabled Microsoft IT to

simplify deployment and reduce operational costs.

Streamlined upgrade cycles. Windows 8.1 application deployment is faster, not just simpler.

These apps can be deployed quickly via the Windows 8.1 company portal or through System

Center. Building a Windows 8.1 dashboard application enabled Microsoft IT to more quickly

deploy new capabilities and to smoothly migrate between application versions.

Reduced frequency of deployments. By mastering data once and then leveraging the data/data

services multiple times, Apportals enable Microsoft IT to scale and adapt reporting capabilities.

Instead of deploying and customizing multiple middle-tier, back-end data providers, Microsoft IT

can build off existing capabilities and data warehouses.

Aligns with Strategic Goals

Unified experience. By integrating many disparate sales

tools into a single portal that offers a simplified dashboard

for at-a-glance insights into key sales data, the Windows

Apportal for Sales (Tool) supports the company’s One

Microsoft initiative to provide end-to-end views of

business-critical internal processes. This reduces the time

Microsoft Field Sellers spend looking for key data, which in

turn allows them to focus on satisfying customers’ needs.

Demonstrable solution. The Windows Apportal for Sales

(Tool) was reverse-engineered to provide a “demo-able”

solution to customers using sample data to evangelize the

benefits of Windows 8.1-based Apportals to Microsoft

customers.

Best Practices

This section discusses the lessons Microsoft IT learned by implementing the Windows Apportal for

Sales (Tool) and offers technical recommendations and guidelines to streamline similar deployments.

Invest early in UX/UI design. Early investment in user experience/user interface (UX/UI) design

enables more efficient implementation. By engaging with these key team members early in the

development cycle to define the UI framework, Microsoft IT was able to mitigate costly last-minute

design work.

Build features incrementally and assess their value before full development. Confirm user

interest in new features before investing heavily in bringing them to production. As an example,

offline data can be a valuable feature, but it imposes overhead costs, additional development

work, and limitations in terms of security and data transfer. When Microsoft IT provisioned

separate data services for offline and online data sources to accommodate offline data

requirements, actual demand for offline data fell below original projections.

Utilize existing security models. Evaluating security models and requirements early is vital. Users

might opt to use pass-through authentication/authorization and constrained delegation to take

advantage of the security model already present in the data providers that are consumed by the

service layer. Leveraging techniques like constrained delegation and Active Directory

authentication, Microsoft IT retained the ability to control access to data using the native security

models inside the data providers—saving substantial work, duplication, and ongoing operational

headaches.

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8 | Microsoft IT Streamlines Disparate Sales Data into an Easy-to-Use Windows 8.1 Experience

Obtain data from a centralized portfolio of data services. Microsoft IT focused on obtaining

data from a centralized portfolio of data services that, in turn, obtain data from various data

warehouses and SQL data repositories. By leveraging the native security models in each data

source, Microsoft IT was able to avoid duplicating data, creating additional ETLs, or replicating

security models. Smart architectural decisions enabled the team to scale and add data providers.

Help accelerate and drive adoption with usage reporting. Microsoft IT embedded usage

tracking inside the Windows Apportal for Sales (Tool) to help application owners identify where

adoption was robust and where it was limited. Usage tracking also identified key product

champions who regularly used the application. Senior leadership used this data to more effectively

target and evangelize the application to key stakeholders, ultimately driving substantial

improvements in larger, mid-size subsidiaries, and more consistent adoption across other

subsidiaries.

Conclusions By basing this new sales solution on the Apportal Framework, Microsoft IT deployed a strategic

resource that integrates analytical capabilities across 15 different tools and for more than 30

international corporate organizations and subsidiaries—all without the pain and challenges typically

associated with cross-application integration. As a result, Microsoft IT is more agile in delivering

business-critical solutions to its internal customers.

The Windows Apportal for Sales (Tool) delivers additional value to the business by realizing a higher

return on investment of existing sales solutions by improving field sales productivity and by offering

accurate and intuitive reports that the leadership team can use to make informed strategic decisions.

Moreover, the demo-able version of the Windows Apportal for Sales (Tool) has garnered significant

interest from customers—so much so that Microsoft IT developed the Windows App Prototype

Generator. This tool enables field sales personnel to generate a customized industry-specific demo

experience built on top of Apportal within five minutes that speaks directly to the customer’s needs.

The flexibility of the Apportal platform is key to Microsoft IT’s migration strategy. Apportal enables

Microsoft IT to make incremental updates over time to accommodate changes in business processes

(such as retirement of a system or the addition of a modern platform) without any disruption to the

business. This also ensures that the Apportal for Sales (Tool) stays relevant to its users by providing

easy, centralized access to a changing landscape of underlying systems.

Following the success of Windows Apportal for Sales (Tool), Microsoft IT is designing additional

Apportal-based solutions for other internal customers, including Marketing and Finance, that cater to

each team’s unique needs.

Microsoft IT also continues

to work with the Sales team

to refine their Apportal,

incorporating

enhancements such as

profiles that customize the

set of available tools and

resources based on the

user’s role (field sales,

regional sales manager, or

executive).

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9 | Microsoft IT Streamlines Disparate Sales Data into an Easy-to-Use Windows 8.1 Experience

Resources

Microsoft Apportals:

www.microsoft.com/enterprise/apportals

Related Case Studies

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Microsoft IT Improves Sales Productivity by Integrating Disparate Sales Applications

IT Showcase video Using Windows Apportal to Enhance the Sales Experience at Microsoft

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