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MS Dynamics 365 Case Studies
Document Type: Case Studies
Prepared By: ConnectPoint
Date: 5/12/2020
MS Dynamics 365 Case Studies
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Table of Contents 1. Ministry of Interior / UAE ............................................................................................................................ 2
2. Abu Dhabi Securities Exchange (ADX) ....................................................................................................... 15
3. Raffd Fund ................................................................................................................................................. 19
4. Khalifa Fund for Enterprise Development (KFUND) .................................................................................. 22
5. Abu Dhabi Police ........................................................................................................................................ 24
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1. Ministry of Interior / UAE
Project Name Smart CRM System / Complaints, Suggestion & Inquiries Service Requests for Employees
Project Objectives MOI was looking to implement a centralized CRM solution that provides MOI a single, unified
platform to capture, track, and manage customer feedback for MOI services across all sectors
and departments. The Smart CRM provides a consistent and efficient mechanism for tracking
and responding to customer issues and complaints, as well as providing a convenient self-
service channel for submitting feedback online.
Smart CRM solution provides percentage of customer inquiries \ interactions \ complaints
handled within established and relevant SLA targets through the CRM system.
Business
Components
The main purpose of this solution was to enable MOI Customer Services department to
increase the customer satisfaction by providing user friendly solution that provide the
required information to speed up processing the cases received, the below sections are
providing in detail an overview of the business requirement which is related to the scope of
work.
MOI Smart CRM Persona
The below personas who will use the system and utilize its features:
MOI Smart CRM Persona Actions
The below journeys are the main journeys of this
Below is detailed user journey for solution persona & Actions:
Customer Services Agent
Receive a case Attach document to case Search case
View customer profile Send Survey Search contact
Update case Generate reports Close Case
Search Knowledge Base View Knowledge Base Manage Knoweldge Base
Customer Services Manager
Customer Service Agents
Branch ManagerDepartment
OfficerDepartment
Manager
Receive CaseReview
CaseAssign Case
Service Case
Track Case
Close Case
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View case Modify Case SLA (Group) Search contact
View customer profile Manage Department
Managers
Route Case
Update case Send Survey Modify case rules (Group)
Attach document to
case
Generate reports Manage Agents
Modify stages (Group) Search case Manage Department
Officers
Search Knowledge Base View Knowledge Base Manage Knoweldge Base
Department Officer
View case Attach document to case Search contact
View customer profile Generate reports Route Case
Update case Search case Delegate Case
Department Manager
View case Attach document to case Generate reports
View customer profile Delegate Case Search case
Update case Route Case Search contact
Proposed solution EXCEED provide MOI with Microsoft Dynamics 365 customer services to build the unified
platform for MOI ans support MOI customer services team.
Solution results Single Point of Contact
• Single platform that unifies constituent feedback across MOI sectors and
departments
• Consolidation of existing constituent feedback mechanisms (e.g. MOI Call Center,
Live Chat function on the MOI websites, fms.ae, and service centers) into a single
CRM platform
Integrated Operations Capability
• Single, authoritative CRM platform that provides case and ticket management
capabilities for MOI to coordinate how it interacts with constituents (e.g. case
management, contacts management)
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• Unified model for sharing cases and tickets between sectors
• High level of interoperability with other business applications using standard
integration mechanisms (e.g. SOAP/REST services).
Seamless Constituent Support
• Integration into existing communication channels, customer service centers, and
MOI's social media channels
• Self-service capability enabling customers to submit and track cases through entire
lifecycle via portal or mobile Multichannel (e.g. web, mobile, chat and phone)
support
• Complete view of constituent data and information to enable customized and
personalized services regardless of access channel and enable outbound contact
from government to constituents based on specific attributes (e.g. location)
Smart Social Media Engagement
• Near real-time monitoring and ingestion of social media data based on specific
handles and topics/keywords
• Sentiment analytics capability to generate insights into customer sentiment
• Social media marketing campaign management capability & through email or SMS.
• Anticipating constituent needs based on cloud analytics and current events to notify
constituents of issues as they are affected and automatically open and work to
resolve cases and tickets
CRM Operating Model
• Decentralized operations with the ICT infrastructure necessary to enable telework
for customer service representatives
• Well-designed operating model with logical and efficient procedures, processes, and
governance.
Contacts Details Name: Kamal Atmeh / Project Manager
Email: 0097561050149
Name: Saif Al-Mazroui / Project Sponsor
Email: [email protected]
Phone: 0097150998799
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New Complaint Request Submitted
Request Details
SLA Details
Call Center Complaints
Call Center Complaint Dashboard Case Title 285 is Under Pending Complaint
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Call Center Complaint Dashboard Remaining Part 285 SLA Expired
Related Section Team Complaint Dashboard
Related Section Team Dashboard Containing 285 in Waiting
Department Organizer Dashboard
Dept. Org. Dashboard Showing 285 Under My Dept. Section
Department Manager Dashboard
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285 Showing in Pending and Delayed Sections Under My Dept.
Part Manager Dashboard
Part Manager Dashboard 285 is under Pending and Delayed Complaints
Quality Team Dashboard
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Quality Dashboard
Quality Dashboard Remaining Part 285 is Under All Pending Complaints
Quality Dashboard Remaining Part 285 is Under Delayed Complaint Section
Complaint Manager Dashboard
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Complaint Manager Dashboard 285 is under All Pending and All Delayed Complaints sections
New Inquiry Request
New Inquiry Request
Call Center Inquiries Dashboard
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Call Center Inquiries Dashboard 286 is under Pending Inquiries
Call Center Remaining Dashboard Part 286 is under Delayed Inquiries
Related Section Team Inquiries Dashboard
Related Section Dashboard 286 is under Waiting Receive my Inquiries
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Department Manager Inquiries Dashboard
Department Manager Dashboard Showing 286 under Pending Inquiries and Delayed Inquiries.
Part Manager Inquiries Dashboard
Part Manager Inquiries Dashboard showing 286 under Pending and Delayed Inquiries
Complaint Manager Inquiries Dashboard
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Complaint Manager Inquiries Dashboard showing 286 Under Pending and Delayed Inquiries
Quality Team Dashboard Inquiries
Figure 15 Quality Inquiries Dashboard showing 286 in delayed inquiries
New Request with Other Service
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Request with Other Service
Call Center Complaint Dashboard
287 in Call Center Complaint Dashboard
Complaint Manager Dashboard
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287 is Under Pending Section in Complaint Manager Dashboard Means complaint manager can see all
Complaints
Quality Team Dashboard
Quality Team Can See all Complaints. 287 is under Pending Complaint Section
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2. Abu Dhabi Securities Exchange (ADX)
Project Name ADX CRM Investor Application (SAHMI)
Project Objectives ADX want to automate the main servicer for the investors so they can use them remotely with
no need to visit ADX branches, the investor can apply the ADX services like the below:
Issuing an investor number.
Update investor information.
Remote attending and e-voting on the company’s annual general meetings and agendas.
Transfer of securities between the investor's account.
Generating investors with portfolio reports.
Proposed solution The proposed solution for SAHMI was built using the below technologies.
The backed was built by using Microsoft CRM.
The frontend was built using angular technology and hosted over SharePoint 2013
(https://beta.adx.ae/English/Pages/default.aspx )
The integration layer between the front channels (Portal. KOISK, Mobile, and chatbot) was
built using WCF.
Solution results SAHMI application currently hosted over ADX site with more than 7000 investors using it to
manage their investor number and apply for the various e-service provided by ADX
Contacts Details Name: Rami Tahseen ALJallad
Email: [email protected]
Phone: +971 50 619 1672
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3. Raffd Fund
Raffd Fund
Project Name Raffd loans E-Service Portal (https://www.alraffd.gov.om)
Project Description Analyze, design, develop and deliver a full CRM solution on both web and mobile channels along with delivery
and support services.
Project Objectives Al Raffd Fund (AL RAFFD) had an initiative to develop an e-services platform with the objective of improving
customer services and improving the quality, agility, user experience, accessibility of services that can be
provided in Omni-channel modes such as Web and Mobile.
AL RAFFD established the CRM platform using Microsoft CRM platform and that helped in realizing the
objectives of its e-Services transformation vision through key powerful business capabilities:
Establish an integrated service delivery platform.
Enhance the customer experience.
Provide citizens with a unified service catalogue.
Integrate with other service providers (government agencies/institutions).
Provide AL RAFFD users with one system to manage day to day business operations.
Minimize the number of human interventions to complete service delivery
Minimize the number of customer touch points to complete a service request
Build a comprehensive database of customers
As processes re-engineering, methodology for solutions development, provide an implementation
schedule, and to make a commercial offer per the requires defined in the detailed scope of work, but can be
generalized as:
• Project manage assessment & design phases to review existing procedures, gather detailed business
requirements and re-engineer procedures, including integration with AL RAFFD service partner
applications, to minimize human interventions to the maximum extent possible in the proposed
design
• Conduct a development phase to configure the CRM system and program specified service
functionality for 5 pilot services (services defined within this work scope) and complete data
migration etc.
• Support deployment of the new service delivery methodologies, including issues identification and
corrective actions completion.
• Agree schedule and develop a program for expansion of service coverage on a group by group basis
to complete both coverage of all required services and full Omni channel implementation for all
services (proposal to contain methodology for pricing these phase II activities)
• Support operations for a one-year period to ensure success in meeting the vision for the project.
Solution Overview System Users:
Individuals.
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Corporate.
Government.
Al Raffd Employees.
Omni Channel:
The solution was required to enhance the citizen engagement experience by allowing customers to interact
with AL RAFFD through all available channels. The solution also coordinates and drive transactions across these
channels. Example, a citizen could submit a service request using the mobile application, then check the
request status through the eServices portal or chat with AL RAFFD representative online to inquire about the
request progress.
Web: Through the interaction with AL RAFFD eService portal, customers can submit requests and can
track their progress. It also provides a knowledge base capability that helps customers understand the
requirements for submitting a complete service request.
Mobile (Web Version): Like the web portal, the customers can be able to check each service request
requirements, submit a new request, track the status of their requests, and receive notifications.
Proposed
Technology
Microsoft Dynamics 365 for Customer Engagement
Microsoft SharePoint 2016
Year 2019-2020
Contacts Details Caesar Moussalli
Email: [email protected]
Phone No.: 009689530 8524
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4. Khalifa Fund for Enterprise Development (KFUND)
Project Name IMPLEMENTATION OF MICROSOFT DYNAMIC 365 CRM (KF E-SERVICES PLATFORM)
Project Objectives Khalifa Fund for Enterprise Developments (KFUND) was seeking the Implementation of Microsoft
Dynamic 365 CRM to lead KFUND evolution into a solid and reliable e-services environment. This
platform was ready and compatible enough to execute KFUND day-to-day business process and improve
the visibility and user experience. Most interactions were between Khalifa Fund Applicants and
Operations Division using an interactive portal where all applicant information to be electronically flown
in/out to reduce the carbon footprint. Also ensure the maximum level of user adoption by increasing
the visibility, awareness, and competency. The Provided platform digitalized and promoted Khalifa Fund
services to meet latest market technology trends.
Proposed Solution • Develop frontend Portal for applicants (https://www.khalifafund.ae/ ) using Microsoft SharePoint
2016.
• Develop Backend CRM system using Microsoft Dynamics 365 for customer engagement.
Contacts Details • Ahmed Al Sada
o Position : IT Project Manager o Email : [email protected] o Mobile Number :
• Ali Al Jasmi : o Position : Information Technology Manager o Email: [email protected] o Mobile Number: 00971505202128
• Qussay Abdul Wahab o Position: Enterprise Development - Counselling &
Monitoring Manager o Email : [email protected] o Mobile Number: 00971504157384
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5. Abu Dhabi Police
Project Name Case Management system
Project details Case Management Service module of Dynamics CRM is utilized to manage various requests & queries by customer. Requests are logged in system as Cases. Case entity have below information
• Request Number (Id)
• Title
• Description
• Complaint Type (Complaint, Response)
• Case Channel (IVR, Agent, Web site, Mobile app, Kiosk, Video, Webchat)
• Customer
• Department (General Directorate, Department, Section)
• Status (New, Pending, Resolved)
• Created Date
• Created By
• Responsible Person
• Preferred Communication Channel (SMS, Phone, Email)
• Outcome
• Closing Date CRM was integrated with middleware for pulling customer basic information like Name, mobile number, traffic file no etc. CRM is communicating with middleware services to get the following data and storing it in CRM. CRM was integrated with Genesys System for returning customer basic information like Name, mobile number, traffic file no etc. Once customer call, it’s been received by IVR sent to CRM services to get the relevant data, if information exists in CRM then customer profile will be open in CRM within Genesys interface, if information does not exist then CRM contact search page will be open in CRM within Genesys interface.
Contacts Details Name: Salem Almazrouei
Phone: +971 55 857 5556
Email: [email protected]
Case screen in CRM looks like below
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Arabic case screen looks like below