Download pdf - Finance and Operations, Enterprise edition Customer ... · B-to-B Customer Experience, May 2015. 2. Top 10 Tech Predictions For 2017 From IDC. 3. Keeping Score Why Digital Transformation

Build loyalty and brand advocacy through effortless experiences.

“Our loyal fans are the driving force behind everything we do. The only way to increase revenue is to increase value, and the only way to increase value is to deliver better experiences.”

Scott Loft VP Ticket Sales, Retention and Database Operations

An increasingly connected digital world has changed the way customers engage with brands. In an age of commoditized products and services, companies look to customer experience as a key competitive differentiator. Customer Service organizations are at the epicenter of a company’s ability to deliver a differentiated and a consistent engagement experience.

Overview Microsoft Dynamics 365 for Customer Service supports the omni-channel, which enables consistent experiences across any combination of self and assisted service engagements. We provide a robust portal for self-service and peer-to-peer community support, with seamless transitions to high-touch agent interactions, and field service when there is a need for onsite help. Our solution empowers agents with the resources they need to provide fast and effective service. We empower people at every level of the organization with insights relevant to their role so that everyone can have a positive and meaningful impact on business outcomes.

Key Benefits

EARN LOYALTY Increase brand loyalty and advocacy by providing personalized and contextual interactions across the customer journey, through any channel and from any device. EMPOWER AGENTS Provide your agents with everything they need to deliver a more personalized, effective standard of service – using tools that are at their fingertips, from a single application. STAY AGILE Adjust at the pace of innovation through actionable insights that anticipate the rapidly changing needs of customers and your brand.

91% of consumers are loyal to brands who offer low effort interactions.1 Only 4% of service orgs can solve a service inquiry using a single application.2

77% of consumers around the globe have a more favorable view of brands that offer proactive customer service notifications.3

Dynamics Microsoft 365 for

Customer Service

Empowers companies to improve customer satisfaction, first time fix rates, and resource productivity.

“When we chose Dynamics, the winning factor was the Field Service and workforce management capabilities.”

Alvise Vigilante CEO

Microsoft delivers advanced scheduling, resource optimization and mobile enablement capabilities that set organizations apart by keeping the customer at the center of the business. Field Service, including advanced analytics, machine learning and the Internet of Things’ capabilities, allows field service organizations to move from a costly break-fix model to a never-fail service model.

Overview We provide complete flexibility in how organizations choose to schedule their resources by offering manual, assisted, and automated, optimized scheduling. In each of these workflows, we support schedulers with visual cues to simplify their work. We leverage inventory management capabilities that capture real-time information from deliveries and technicians to ensure that the right parts are always ready to go. On their way to and at the customer location, technicians use a mobile app to stay connected. Each technician updates their status like driving, in-progress work, and completed work.

Key Benefits

CUSTOMER FIRST Keep the customer informed during every interaction of the service chain to increase brand loyalty and advocacy. CONNECTED INTERACTIONS Provide employees and technicians with 360⁰ information, from any location to improve resource productivity and customer satisfaction. EMPOWER ORGANIZATIONS Improve profitability by optimizing schedules and use remote troubleshooting so a technician is dispatched only when necessary.

91% of consumers are loyal to brands who offer low effort interactions.1 Only 4% of service orgs can solve a service inquiry using a single application.2

77% of consumers around the globe have a more favorable view of brands that offer proactive customer service notifications.3

1. Shifting the Loyalty Curve” Mitigating Disloyalty by Reducing Customer Effort by the Corporate Executive Board (CEB) 2. Kate Leggett, The Mandate for Intelligent Customer Service, a commissioned study conducted by Forrester Consulting

on behalf of Microsoft, December 2015 3. 2016 State of Global Customer Service Report

Dynamics Microsoft 365 for

Field Service

Field Service

Acceleratethespeedofdoingbusiness

“Ourfocusinmovingtothecloudwastoallowourteamtoaccessourdataanywhere.[Dynamics365]isrevolutionizingourrelationshipwithourcustomersandit’sempoweringuswithinformationonhandtoanswerquestionsanytime,anywhere.”BenHagler,Co-founder,HaglerSystems

Competitionisgreaterthaneverbefore.Ascustomersdemandfasterresponsetimes,higherqualityproducts,andexceptionalcustomerserviceandrelationships,businessesareleveragingtechnologytotransformtheiroperationsandhelpthemdeliver.Tomaintainacompetitiveadvantage,organizationsrequireflexibilityintheiroperationsandmustcontinuallydriveinnovation—notonlyinthemarketplacebutalsoinhowtheyoperateinternally.

Overview

MicrosoftDynamics365forFinanceandOperations,Enterpriseedition,isMicrosoft'sbusinessapplicationforenterprisesthatenablespeopletomakesmarterdecisionsquicklythroughanintuitiveuserinterfacethatprovidesaccesstoreal-timeinsightsandintelligence.Itenablesbusinesstotransformbydeliveringprovenbusinesslogicandenablingthemtoredesigntheirbusinessprocessesfastersotheycaninnovate,getquicktimetovaluetostayaheadofthecompetition.Itgivesbusinessestheflexibilitytogrowattheirownpaceanddobusinessnearlyanywhere,anytime,throughthechoice,flexibility,andintelligenceofthecloud,allowingthemtoscaletheirbusinessoperationsgloballytomeetever-changingbusinessneeds.

KeyBenefitsMAKESMARTERDECISIONSUnifyingfinancialandbusinessoperationsenablesbusinessestodeliverreal-timevisibilityacrosstheirorganizationforbetterandfasterdecisions.

TRANSFORMBUSINESSFASTERTransformingbusinessesbyeasilyredesigningprocesseswithoutdisruptingoperationsiscrucialfororganizationstostaycompetitive.

GROWATYOURPACEHelpingbusinessesgrowattheirownpaceisaboutgivingthemthechoiceandflexibilitytomodernizetheirorganizationsatthepacethatworksforthemwiththeabilitytodobusinessanywhere,anytime.1. WalkerInformation,Inc.,Customers2020:TheFutureof

B-to-BCustomerExperience,May2015.2. Top10TechPredictionsFor2017FromIDC.3. CATechnologies,KeepingScoreWhyDigitalTransformationMatters,

GlobalSurvey,May2016

By2020,customerexperiencewillovertakepriceandproductasthekeybranddifferentiator.1By2020,50%oftheG2000willseethemajorityoftheirbusinessdependontheirabilitytocreatedigitally-enhancedproducts,services,andexperiences.2

Organizationsembracingdigitaltransformationareseeing40%increaseincustomersatisfactionand37%increaseinnewbusinessgrowth.3

MicrosoftDynamics365for

FinanceandOperations,Enterpriseedition

FieldService

Global enquiries: +1 714 594 7690 [email protected] www.scalableax.com

Australian enquiries: (07) 3851 7300 [email protected] www.scalable.com.au

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FieldService




Overview











FieldService



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KeyCapabilitiesBelowisasamplelistofcapabilitiesfromDynamics365forFinanceandOperations.ForacompletelistoftherobustcapabilitiesofferedbythismodernERPsolution,refertothefollowingURL:https://docs.microsoft.com/en-us/dynamics365/operations/

FINANCEProvideafastandefficientwaytoregisterfinancialtransactions,managerelationshipsbetweensubsidiariesandtheparentorganization,manageinternalcostaccounting,currencytranslation,andreportsinanysupportedcurrency.Gainfinancialinsight,helpcontrolexpenditures,andsupporttheenforcementofaccountingpoliciesandrules.

GeneralledgerFinancialaccountingwithflexibleconfigurationoptionsforsetupandmaintenanceofgeneralledger.Sharedatasuchaschartofaccountsorcurrencyexchangeratesacrossmultiplelegalentities,andcreateflexiblejournalentriesforallaccounttypes.UseFinancialperiodcloseworkspacetotrackyourfinancialclosingprocessesacrosscompanies,areas,andpeople.

BudgetplanningManageyourorganization’sbudget,includingflexibleconfigurationoptions,instantcalculationofavailablebudgetfunds,poolingofbudgets,andbudgetworkflowsforreviewandapproval,withconfigurablebudgetplanningsupportingaflexiblechartofaccountsanddimensions,custom-definedprocessconfigurations,workflows,andtheuseofMicrosoftExceltocreateabudgetplanningworksheets.

FinancialreportingFinancialstatementsenableacustomreportingstructureandmappingofledgeraccountsordimensionstothereportingstructures,andtocomplywithlegalrequirementsandinternationalaccountingstandards.Theyincludebalancesheet,incomestatement,andcashflowstatement.

CreditandcollectionsCreditandcollectionsenablesenterprisestolowertheirdayssalesoutstanding(DSO)andreducecreditrisk.Usethecreditandcollectionsworkspacetogetvisibilityintokeymetricssuchasopencases,activities,andcustomersovertheircreditlimit.Buildcollectionsteamsandorganizecollectionsusingpoolsandcases.Organizecollectionsusingcases.Useactivities,notesandcollectionshistorytoeffectivelymanagecollections.



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CostaccountingGainmanagerialinsightintohowcostflowstoeachleveloftheorganizationwithoutaffectingthedatainfinancialaccounting.Defineallocationbasesbasedonkeystatisticalfiguresthatareobtainedfromthesourcesystem,createrulesforcostbehavior,costdistribution,andcostallocationtoclassifyandallocatecosts.

MANUFACTURINGDesignedforeaseofimplementationandadoption,MicrosoftDynamics365forFinanceandOperationsdeliversinsightsatalllevelsoftheorganizationtosupportinnovation,speedsresponsetochangingconstraints,andimprovesqualityandcustomersatisfaction.MicrosoftDynamicssupportsintegrationwithexistingsystems,loweringyourtotalcostofownershipandfuture-proofingyourinvestmentthroughcontinuousdeliveryofnewinnovation.

Materialandcapacityplanning

Optimizeproductionandmaterialsplanning,forecasting,andscheduling.Simultaneouslyschedulematerialsandcapacity.Calculateavailable-to-promise(ATP)andcapable-to-promise(CTP)deliveries.Planandexecuteroutingandoperations.Usefiniteorinfiniteplanning.

ProductionschedulingandsequencingUsefiniteorinfinitescheduling,forwardandbackwardfromvariousdates.Quickly(re)schedulejobsandsimulatealternativesbydraggingGanttchartitems.Resolveschedulingoverloadsbyreassigningoperationstoalternateworkcenters.Optimizeschedulingacrosstheorganizationwithaunifiedresourcemodelandschedulingengine.

ShopfloorcontrolManageandtrackshopflooroperations.Registerproductsandresourcesanditemsforoperationsandjobsusingatouch-enableddataentry.Provideshopfloorworkersvisibilitywithanoverviewoftheproductionjobsthatneedattention.



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SUPPLYCHAINMANAGEMENTConnectsalesandpurchasingprocesseswithlogistics,production,andwarehousemanagementtoprovidevisibilityandmanagementthroughoutthesupplychain.Managedistributedorganizationswithinter-companyandmulti-sitecapabilities.

VendorcollaborationStreamlinevendorcollaborationtorespondtobusinessneedsandcustomerdemands.Dynamics365forFinanceandOperationsenablesvendorstoworkwithpurchaseorder,invoice,andconsignmentinventoryinformation.Vendorscanreview,acceptandrejectpurchaseorders,reviewthestatusofinvoicesandonlinepayment.Userscancreatepurchaseorderinvoicesanduploadinvoicedocumentstoaportal.

InventorymanagementTrackitemsbyinventorydimensions,includingsite,warehouse,pallet,location,batch,andserialnumber.Takeadvantageofmultipleinventorycontrolsystemsandinventoryvaluationmethodsincludingfirstin/firstout,lastin/firstout,standardcost,moving,andweightedaverage.

Multi-sitewarehousemanagementManagestoragelocationsandmaterialhandlingwithinwarehouses.Applyadvancedinboundalgorithmsusingmultiplewarehousezonesandreplenishmentstrategies.Optimizepickingwithachoiceofpickingmethods.Trackinventoryonhandperwarehouse.



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DemandforecastingDemandForecastingisalightweight,yetpowerfultoolthatenablesorganizationstoforecastbasedonhistoricaldata,leveragethepowerofAzureMachineLearning,adjusttheforecastsusingMicrosoftExcel,andimportthevaluesintoMicrosoftDynamics365forFinanceandOperationsforecastmodels.

TrackingandtracingCollect,trackandtraceinventoryandtrackingdimensionsthroughouttheend-to-endlogisticprocessesofthesupplychainthroughoutinventory,warehouse,production,transport,anddeliveryprocesses.Trackbackbatchorserialnumbersforqualityincidents,registerandmonitorbatchattributes,expiryandshelflifedates.

CLOUDSERVICESMicrosoftDynamics365forFinanceandOperationshelpsITprofessionalsmanagebusinessgrowth,mitigaterisk,improveorganizationalproductivity,anddeliveramazingcustomerexperiencesthroughtoolsthatimprovethespeedofdoingbusinesswhilecost-effectivelydeliveringtheagilityandsecuritythatmodernorganizationsrequire.

LifecycleServicesLifecycleServicesisaMicrosoftAzure-basedcollaborationportalthatprovidesaunifying,collaborativeenvironmentforcustomersandpartnersalongwithasetofregularlyupdatedservicesthathelpmanagetheapplicationlifecycleofyourMicrosoftDynamics365forFinanceandOperationsimplementations.

FlexibleandrapiddeploymentoptionsUsethepowerofelasticITtoscaleuporscaledownyourinfrastructuretomeettheneedsofyourbusiness.Utilizetheexperience,flexibledeployments,globalfootprint,securityandreliabilitythateveryenterpriseshoulddemandofcloudsolutionstoextendyourIToperations.



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WORKSPACES Dynamics365forFinanceandOperationsprovidespowerfuluserandrole-basedworkspacesthatconnectsyourpeoplewithdataandprocessestomakebetterdecisions.

AnalyticalworkspacesGetabird'seyeviewofthestateofyourbusinessanddiveintothedetailstotakeactions.Workspacescontainrichvisuals,counttiles,KPIs,andquicklinkstoreportsandactionforms.Withinaworkspace,allcontrolsaretightlyintegratedtoprovideahighlyproductiveandengagingworkenvironmentforusers.Theinfographicsprovideaquickreal-timeviewofthestateofthebusinessanduserscandrilldowntobusinessprocessesandformstotakeimmediateactionsonissuesorbasedontrendstheyuncover.Selectfromout-of-the-boxworkspaceslikeinventoryonhand,salesorders,expensemanagement,invoiceapprovals,vendorcollaboration,andcostcontrol.Userscanalsobuildtheirownworkspaceswithinminutesusingthebuilt-inworkspacebuilder.

MOBILETheDynamics365forFinanceandOperationsmobileappempowersyourorganizationtomobilizeyourbusinessprocesses.Enableemployeestoperformworkanytime,anywheretokeepyourcustomershappy,increaseproductivity,anddrivebusinessprofitability. Mobileapps

StayconnectedwithyourbusinessonyourmobiledevicewithDynamics365FinanceandOperationsmobileapplicationwhileyouareonthego.Forexample,youcancaptureanduploadreceiptfilesthatcanbeattachedtoanexpensereportinDynamics365forFinanceandOperations.Usethemobileexpenseentrytocreateandmaintainexpenses,suchasattachreceipts,enterguestinformation,anditemizeasrequiredbycompanypolicy.Submitexpensereportsforapprovalfromwithintheapplication,andusethemobileinvoiceapprovalstoreviewandapprovevendorinvoicesthathavebeensubmittedthroughworkflow.

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©2017MicrosoftCorporation.Allrightsreserved.Thisdocumentisforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESS,IMPLIED,ORSTATUTORY,ASTOTHEINFORMATIONINTHISDOCUMENT.Someexamplesareforillustrationonlyandarefictitious.Norealassociationisintendedorinferred.