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Accelerate Business Success With xRMxRM
Topics Setting the Stage
Key Execution Issues
xRM Design
xRM Application Architecture
Extend Process Scenarios with SharePoint
xRM Value Proposition
xRM Customer Showcase
Accelerate Business Success With xRMxRM
Multi-tenant Controller
xRM Conceptual ArchitectureDesigned for flexibility and extensibility
Data Access
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)
Workfl
ow
Custom Asynchronous Actions(.NET Assemblies)
цззййз
Cloud Server
4
SETTING THE STAGEKey Success DriversKey IT ChallengesxRM Enables Business Success
Accelerate Business Success With xRMxRM
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
6
Accelerate Business Success With xRMxRM
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 7
Accelerate Business Success With xRMxRM
xRM Enables IT & Business SuccessxRM delivers business results through 4 D’s of Differentiated IT
Business IT
Differentiated IT
Deliver rapid innovation
& agility
Develop flexible business
applications
Drive efficient & effective IT
Demonstrate business success
xRM
8
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
Accelerate Business Success With xRMxRM
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
Accelerate Business Success With xRMxRM
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
Tim
e to
del
iver
Faster Lower
HigherBusiness Fit
Buy Packaged
Apps
Issue # 2 – Too Many Trade-Offs Buy and Build Are Both Unbalanced
Scope of available applications
Slower
Accelerate Business Success With xRMxRM
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
Accelerate Business Success With xRMxRM
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
Accelerate Business Success With xRMxRM
Application Stack
User Experience
Application & Database Services
Physical Environment &
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
Application & Database
Services
Physical Environment & Resources
User Experience
Business IP
Application & Database
Services
Physical Environment & Resources
User Experience
Business IP
Application & Database
Services
Physical Environment & Resources
User Experience
Business IP
Application & Database
Services
Physical Environment & Resources
User Experience
Business IP
Application & Database
Services
Physical Environment & Resources
User Experience
Most large organizations have hundreds of LOB applications
Accelerate Business Success With xRMxRM
Application Stack
User Experience
Application & Database Services
Physical Environment &
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 / IPBusiness IP
Application & Database
Services
Physical Environment & Resources
User Experience
Business IP
Application & Database
Services
Physical Environment & Resources
User Experience
Business IP
Application & Database
Services
Physical Environment & Resources
User Experience
Business IP
Application & Database
Services
Physical Environment & Resources
User Experience
Business IP
Application & Database
Services
Physical Environment & Resources
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 gapShift Towards Application PlatformsxRM DefinedRelational LOB Applications DefinedxRM Applications FitThe Power of Choice
Accelerate Business Success With xRMxRM
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
Accelerate Business Success With xRMxRM
The Shift Toward Application PlatformsMany organizations are embracing application platforms
“Many Organizations Embrace Converged Application Platforms, But Adoption Barriers Remain”, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, October 2007; http://download.microsoft.com/download/b/3/5/b3561c68-e641-4137-abdd-df09ac51742c/Forrester Consulting - Application Platform Optimization Study 10-2007 - 2.pdf
Yes, it’s currently under way
41%
Yes,but no plan is in place
35% No 24%
Don’t know 0.5%
Forrester Research 2007
Organizations are converging what were once disparate, standalone applications and systems into an integrated, unified application platform.
Approximately 75 percent of IT leaders across 412 companies in North America, Europe, Asia-Pacific, and Latin America anticipate a shift toward application platforms
18
Accelerate Business Success With xRMxRM
xRM Key Concepts DefinedRapidly develop relational business applications
Application Layer – xRM is a business application framework designed to accelerate the development of line-of-business (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 framework
Microsoft Technology – xRM leverages familiar Microsoft technologies as building blocks, including Microsoft Office, Outlook, SQL Server, .NET and Windows
Accelerate Business Success With xRMxRM
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 with
ERP applications ERP and CRM applications
xRM DESIGNOne Framework : Many ApplicationsDesigned for Business ContextDesigned for User ExperiencesDesigned for Application DeliveryDesigned for Shared Resources
Accelerate Business Success With xRMxRM
Shared Application and Data Services
Vendor Management
Asset Management
Employee Management
Program Management
BUILD
many LOB applications
ON
a single framework
WITH
shared resources
One Framework : 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
Accelerate Business Success With xRMxRM
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 framework for 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
Accelerate Business Success With xRMxRM
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
Accelerate Business Success With xRMxRM
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
Accelerate Business Success With xRMxRM
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
xRM Application Architecture Dynamic Application Services
Accelerate Business Success With xRMxRM
xRM Dynamic Application ServicesReusable and adaptable
ууущщйццззййз
360O View
ууущщйццззййз
Microsoft Technologies
(Outlook, Office, SQL Server, .NET)
xRM Application Services rapidly adapt to fit your application requirements
Adaptable to fit the unique needs of every application
Range from simple to complex options
Comprehensive application development environment
Accelerate Business Success With xRMxRM
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
31
Accelerate Business Success With xRMxRM
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
32
Accelerate Business Success With xRMxRM
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
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Accelerate Business Success With xRMxRM
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
цззййз34
Accelerate Business Success With xRMxRM
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 xRM evolves
35
Accelerate Business Success With xRMxRM
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)
36
Accelerate Business Success With xRMxRM
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
37
Accelerate Business Success With xRMxRM
User ExperienceComplete Visibility and Actionable Guidance
цззййз
Improve insight and decision-making through a relevant 360 degree view in each xRM application
Example: Real Estate Development Management
Replace with ‘Anything’ being managed
Attributes(Profile / Details)
History(Interactions, Transactions)
Insight(Analysis,
Prediction)
Context(Processes, Relationships)
Actionable Guidance(Proactive, Reactive)
38
Accelerate Business Success With xRMxRM
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
39
Accelerate Business Success With xRMxRM
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
цззййз40
Accelerate Business Success With xRMxRM
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
41
Accelerate Business Success With xRMxRM
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
42
Accelerate Business Success With xRMxRM
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
43цззййз
Accelerate Business Success With xRMxRM
Extensibility ServicesEmpowers IT to support many different business requirements
Rapidly and deeply create extensions to fit the unique needs of every application
Extension points throughout architecture
Leverages common development tools and resources
Enables reusability
Simplifies adding features through registration tool and ensures upgradeability
Extensibility Components Visual Studio Integration .NET Assemblies ASP.NET custom forms Client-side Jscript / ISV Add-ins
Server / Offline SDK Custom Workflow Actions Event Framework / Plug-ins Dynamic Registration
цззййз44
Accelerate Business Success With xRMxRM
Event PipelineSupports both online and offline customizations
цззййз
Plug-ins are an example of how to developers can focus on building strategic business functionality, re-use it across many xRM applications in both online and offline mode and it is all upgradeable.
Allows for sophisticated business logic to be embedded
Assemblies run within core event pipeline
Plug-Ins can execute both online and offline for consistent use
Dynamic plug-in registration
45
Accelerate Business Success With xRMxRM
Extensibility SpectrumExtend each xRM application to fit your unique needs
Simple Moderate ComplexSettings User Organization SecurityData Attributes Entities, Relationships Cross-DBProcesses Workflow .NET Assembly SDK, Plug-InsExperience Forms, Views Navigation, Reports Script, ControlsIntegration Data Import Wizard 1-way 2-way
цззййз
Examples of what you can build Custom ASPX Pages Feature Plug-ins Application extensions Server-side validation and rule
enforcement External Web Services Workflow Assemblies
46
Accelerate Business Success With xRMxRM
Custom Web Portal Mobile Devices Silverlight / WPF
SharePoint Microsoft Office Word Composite UI
Extensible User ExperiencesExtend the UI to the environment that best fit your people
47цззййз
Accelerate Business Success With xRMxRM
Integration ServicesRapidly innovate with a wide range of integration capabilities
• Composite Applications
• Integrated UI (sitemap, ISV)
• Low Cost & Maintenance
• Embedded
• Dynamically generated web-services
• Call outs with Parameters
• Get results back
• “Traditional” Approach
• Fully operational APIs (CRUD)
• Data API• Metadata API
• Full blown integration
• Pre-built connections with integration platforms (BizTalk)
цззййз
User Experience Related
Enterprise Mash-ups
Leverage logic from other apps
Business Logic
Data needs to be synchronized
Data Integration
Processes flows across applications
Process Integration
48
Accelerate Business Success With xRMxRM
Architecture Services Support broad set of global business application needs
Multi-tenant Architecture Supports multiple isolated
applications (database instances) in a single framework
Administration across appsMulti-language 40+ available languages Right to left and UnicodeMulti-currency Base currency for roll-up Transactional currencies
цззййз
Benc
hmar
k
Work DepartmentsExample: ACME Procurement
Corporate DivisionsExample: ACME European Operations
Work TeamsExample: ACME Account Team
Organization-wideExample: ACME, Inc
49
Accelerate Business Success With xRMxRM
Multi-tenant Controller
xRM Conceptual ArchitectureDesigned for flexibility and extensibility
Data Access
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)
Workfl
ow
Custom Asynchronous Actions(.NET Assemblies)
цззййз
Cloud Server
50
Accelerate Business Success With xRMxRM
Performance and Scalability Components Service grid architecture Deployment choice WAN performance optimization Load balance clustering
Enterprise Scalability & Performance Enterprise-class capabilities enable global deployments
Leverage Microsoft technologies to meet xRM scale, availability and performance requirements
Leverage Windows and SQL Server platform optimizations
Scale up and out across application and data tiers
24,000 Concurrent Users– Sub-second response times
– 1 million web requests / hour
– 1 billion rows in database Web farm clustering Exchange clustering SQL Server clustering SQL mirroring
цззййз
Benc
hmar
k
51
Accelerate Business Success With xRMxRM
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 management
цззййз
Management Components Portable Application Model Release Management Upgrade Management Job Monitoring & Controls
Data Management/De-dup Diagnostic Tools & Alerts Federated Updates MOM / System Center
52
EXTENDED PROCESS SCENARIOSSharePoint and xRM Have Complementary StrengthsSharePoint and xRM Have Complementary ApproachesBetter Together with Microsoft Technologies
Accelerate Business Success With xRMxRM
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
Accelerate Business Success With xRMxRM
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
Accelerate Business Success With xRMxRM
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
xRM VALUE PROPOSITION
Accelerate Business Success With xRMxRM
Timeframe
Packaged Application(OOB for one business need)
xRM(OOB for many business needs)
Various Technologies(Inconsistent)
Research, Identify, Buy Save time upfront (months)
TechnologyBuilding Blocks
Application Services
Business Context / IP
Solution
Pre-Built Business IP
Configure (each app different & usually limited
Customize(non upgradeable)
Deploy & Train
PartialChange business to fit application
Microsoft Technologies(Consistent)
Point & Click Customizations(Comprehensive.
Fully upgradeable)
DeployConsistent Office UI
across all apps Extend
Months/Years Weeks/Months
Fit to Business Need
Buying Process
Fit Business
Roll-Out
xRM Accelerates Buy ProcessReduce duplication of time, resources, and applications
Accelerate Business Success With xRMxRM
xRM Accelerates Build ProcessReduce time building infrastructure and focus on capabilities
Microsoft Application Platform(Windows, .NET, SQL Server, SharePoint)
TechnologyBuilding Blocks
Application Services
Business Context / IP
Custom Develop
Custom Develop ExtendIntegrate
Solution
Months/Years Weeks/Months Timeframe
Test, Deploy, Release, and Train
ReleaseCycle
Test & Deploy
Costs too much $$. Requires trade-offs
Little testing, release and training required
xRM Framework(Dynamic
Application Services)
Point & ClickCustomizations
Complete Solution(Built iteratively)
Partial
Accelerate Business Success With xRMxRM
Approach
Business IP & Application
Services
Solution
Timeframe
ReleaseCycle
xRM Accelerates Business AgilityRapidly change to meet changing business needs
Most changes can be made without a release
xRMBuildBuy
Ripple EffectRelated application
services automatically change
Point & Click
Extensive
Hours / Days
Development to Make Changes Development to
Make Changes
Configuration(as available)
Test & Deploy
Partial Limited
Test & Deploy
Weeks/ Months Weeks / Months
Accelerate Business Success With xRMxRM
Usability through Microsoft Office/Outlook
Flexibility through Dynamic Application Services
Choice through various delivery and usage options
Productivity through point & click and Microsoft
Fits people, business, environment and budget
Enterprise-class scalability, availability and performance
xRM Delivers BenefitsxRM provides both innovation and operational benefits
Accelerate Business Success With xRMxRM
Deliver rapid innovation
& agility
Develop flexible business
applications
Drive efficient & effective IT
Demonstrate business success
xRM Enables SuccessxRM delivers business success through 4 D’s of Differentiated IT
Differentiated IT
xRM
62
Accelerate Business Success With xRMxRM
Get The Best of Both WorldsGet Speed, Fit and Business Agility at a Lower Cost
Delivery Speed
Business Fit
Time to Value
Business Agility
• xRM• Buy• Build
High
Low
CUSTOMER xRM SCENARIOSKey DriversOne Framework : Many Applications
Accelerate Business Success With xRMxRM
Develop new applications with a powerful and flexible, framework to support many different business needs
xRM
xRM Framework DriversKey enterprise justification scenarios
Multinational Enterprise
Deployments
Rapid Innovation
Across Many Business
Areas
Legacy System & Shadow
Application Migration/
Replacement
Surround Deployments
Business agility is a strategic
differentiator
Support business units across the globe with either on-premise or on-demand deployments
Rapidly migrate and retired legacy and shadow applications to a single supported framework
Deliver quick deployment value by overlaying flexible xRM UI on legacy applications and migrating over time
Business enablement and application agility is a critical strategic differentiator for the business
65
Accelerate Business Success With xRMxRM
One Framework : Many ApplicationsxRM enables wide variety of applications and process automation
Vendor Management - Certification process, purchasing process, compliance process…
Employee Management - New employee process, benefits enrollment process…
Prospect Management - Resume submission process, screening and scheduling processes…
Project Management - RFP process, new project kick-off process, status update process…
Broadcasting Program Management - Script creation process, negotiation process…
Notifiable Disease Management - Outbreak tracking process, testing process, alert process…
Environmental Legislation Management - Enquiry process, compliance reporting process…
Animal Management - Lifecycle process, pairing process, check-up process, retirement…
Conservation Contract Management - Contract selection process, contract maintenance…
Grant Management - RFG process, proposal evaluation process, grant tracking process…
Accelerate Business Success With xRMxRM
Microsoft | xRM
Call Center / 311 Constituent Management Contact Management Grant Management Defense Task Management Personnel Management Contract Management Legal Case Management Investigation Management Permitting & Licensing Student Information Systems (SIS) Recruiting Management Health & Human Services Case
Management
One Framework : Many ApplicationsxRM applications deployed worldwide in Public Sector
Accelerate Business Success With xRMxRM
Microsoft | xRM
Citizen Services Portal Conservation Management Citizen Case Management
CSP Tracking Agriculture Management Disaster Management
One Framework : Many ApplicationsScreenshots of xRM applications in government
Accelerate Business Success With xRMxRM
One Framework : Many ApplicationsMany different xRM applications being used at ING
Corporate Presentation Real Estate Development Real Estate Investment
Management Real Estate Finance Vendor Management
(2,500+ users) More in the plan…
“We were finished building our Real Estate Development application in only 3 weeks!”
Accelerate Business Success With xRMxRM
One framework: Many ApplicationsxRM gives ECLA Pensions a central employee hub with 12 apps
10 xRM applications (size of diagram = complexity)
+ 2 CRM applications (Marketing + Service)
Everything integrates into xRM hub
Reduced administrative processing time by 50%
Reduced printing/mailing by $250,000
- Reduced administrative processing time per opening by
xRM
Accelerate Business Success With xRMxRM
Microsoft | xRM
Certification Management Legal Case Management Employee Management
Logistics & Task Management Dealer Management Asset / Fleet Management
One Framework : Many ApplicationsScreenshots of a variety of xRM applications
CUSTOMER SUMMARY ROI
Accelerate Business Success With xRMxRM
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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Accelerate Business Success With xRMxRM
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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CUSTOMER CASE STUDIESEmployee RecruitmentBroadcast ManagementEmployee ManagementDisease ManagementEnvironmental Services ManagementAnimal Services Managmenet
Accelerate Business Success With xRMxRM
Employee RecruitmentCandidates and employers benefiting from xRM
Maintain competitive edge in a competitive market place Get candidates to clients faster Be simple to use Better manage ongoing relationships Understanding the performance of the business
xRM framework used to provide application framework Strong model handles many to many relationship requirements Independent Software Vendor develops industry/business specific
functionality Leverage Microsoft Outlook as user interface
Increased consultant productivity – see more clients Gives employees a single view of vacancies and candidate data to better
understand customer needs and trends Higher efficiency and productivity
SOLUTION
BENEFIT
SITUATION
Accelerate Business Success With xRMxRM
Broadcast ManagementBroadcasting company benefiting from xRM
Create, update and negotiate scripts for on air broadcasting Send scripts to clients Different user groups in the organization performing different roles Countrywide system
xRM used as an application framework Enhanced Workflow to generate PDF scripts and attach to outgoing email to
account Customization to allow rich text editing for scripts
Standardization of processes Enhanced control and visibility of script creation “Driving efficiency through the production process using leading edge
technology.”
SOLUTION
BENEFIT
SITUATION
Accelerate Business Success With xRMxRM
Employee Management Financial Services Company Benefiting From xRM
Manage employee relationships Payroll and Human Resource functionality Global requirement Integration required to MS Office and other business applications Improve employee and manager communications xRM framework provides application framework ERMLive delivers specific requirements for payroll and HRIS Simple customisation delivers specific customer requirements reducing
development time Web Services provides integration points to finance and operational applications Resides in Microsoft Outlook providing single tool for management and
communication Full workflow automates processes from recruitment through to performance
management Lower cost of ownership Standard user interface drives higher user uptake Reduced development time and still provide exact match to requirement Compliance with company processes and human resource strategy using workflow
SOLUTION
BENEFIT
SITUATION
Accelerate Business Success With xRMxRM
Disease ManagementHealth Management company benefiting from xRM
Track and manage cases or outbreaks of Notifiable Diseases Track all contacts associated with outbreak Manage obligations around testing and reporting Integrate to patient management systems Track staff related to outbreak
xRM used to provide base framework Partner develops data models Workflow to manage business processes Integration using BizTalk and web services
Replacement of paper based processes Enhanced control and visibility of Notifiable Disease management Process efficiency gains
SOLUTION
BENEFIT
SITUATION
Accelerate Business Success With xRMxRM
Environmental Services ManagementEnvironmental Services Company benefiting from xRM
Manage application, contact and enquiry process under the Hazardous Substances and New Organisms Act
Support Legislation, Compliance and Government Reporting Connect internal and external stakeholders
xRM framework provides application framework xRM, SharePoint, InfoPath and Office systems integrated Leverage Microsoft Outlook as user interface
Replacing a number of aging bespoke systems over time Putting a system in place that in house staff can manage Significant processing efficiencies Enhanced compliance with legislation
SOLUTION
BENEFIT
SITUATION
Accelerate Business Success With xRMxRM
Animal Services ManagementRoyal New Zealand Foundation for the Blind benefiting from xRM
Managing animal lifecycle– Breeding program, Training & examinations– Selection and pairing with visually impaired– Retirement
Multiple view of interactions with Guide Dogs– Breeders, Vets, Puppy Walkers, Trainers– Visually Impaired
xRM framework provides application framework Workflow drives animal lifecycle process Manages end-to-end
Streamline processes Replacement of 7 disparate and aging databases and tools Increased visibility of interaction and relationship with animal and stakeholders
SOLUTION
BENEFIT
SITUATION
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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 conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after
the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.