BLANK PAGE HEADINGCUSTOMER ENGAGEMENT IN A SERVICE ECONOMY

Objectives of this session• Understand the

benefits of customer engagement in a service economy

• Understand where Microsoft fits within this economy

• High level view of what the immediate future looks like

of consumers use web or mobile self-service to find

answers 1

84%

12%Decline in First Call

Resolution since 2009 2

27%Average annual call

centre agent turnover rate 3

1. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 20162. 2014 Dimension Data Global Contact Center Benchmarking Report3. The US Contact Center Decision-Makers’ Guide 20144. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016

73%of customers Say valuing

their time is the most important element of good

service 4

Amazing service means every interaction matters

In the pastFocus on selling products and services separately

“One and done” selling

Majority of work done through company employees

Primarily human interactions

Service economyFocus on selling products, services, and outcomes

Customer lifetime value is everything

“Uberisation” as a concept starting to permeate everything

IoT interactions becoming important

Service delivery platform

Customer engagement in a service economy

Service Delivery Platform

Customer engagement in a service economy

Current situation Disparate system but growing interdependence

Suboptimal resource allocation

Redundant IT costs and higher integration costs

Service delivery foundationOne familiar user experience

Shared resource allocation model leading to higher utilisation

Modules built on common platform foundation leading to lower costs

Service delivery platform

MicrosoftDynamics 365

SalesCustomer

Service

OperationsField Service

Marketing

Common application platform: PowerApps, Microsoft Flow, Common Data Model

Microsoft AppSource

Dynamics 365Intelligent business applications in the cloud

Azure IoT Suite

Power BI

Cortana Intelligence

Suite

Project ServiceAutomation

Smart onsite careMicrosoft Dynamics 365 for Field Service

Improve satisfactionand productivity

of customers say valuing their time is the most important thing a company can do to provide good service.1

73%

of incoming service requests require field visits and of those service visits,2

require secondary or follow-up visits.2

26%

65%

1. Forrester Research’s Trends 2016: The Future Of Customer Service2. Source: Field service automation trends: Best-in-Class - Aberdeen Group,

Dec,2015

Key challenge: how do you both?Before

Improve customer satisfactionOrImprove productivity

Today

Improve customer satisfactionAndImprove productivity

Digital transformati

on

What’s top of mind for service leaders

Customer first

Connected interactions

Empower organizations

Microsoft Dynamics 365 for Field Service

Mobile

Connected field service

Service agreements

Inventory management

Customer-centric

experienceSchedule &

dispatch

Customers

Technicians

Operations

Lets take a look at Field Service

One central place to manage my jobs, contract or one off• Easy to see the jobs that need to be

scheduled• Can optimise my field • Field technician can easily manage

the job• Productivity improvements

Profit from your projectsMicrosoft Dynamics 365 for Project Service Automation

Complex Service Industrychallenges

1. Figure 22. Figure 43. Figure 21

Decrease in new client growth over the last 3 years 19%

Increase in employee attrition over the last 3 years 26%

Decrease in billable employees

in the last year 3

5% SPI Research analysis for Microsoft based on 2016 Professional Services Maturity™ Benchmark study data for 257 organizations with over 100 employees and an average size of 1,315 employees.

0%

20%

40%

60%

80%

100%

57%

80%90%

41%45%

68% 72%

30%

Top 20% of organizations has implemented structured business processes and utilize integrated information systems to assure there is “one view of the business.”

Top 20% Other 80%

Process maturity drives business performance

What’s top of mind for service delivery leaders

Deepen engagement

Empower teams

Optimize growth

Dynamics 365 for Project Service Automation

Service analytics

Team collaboration

Opportunity management

Project planning

Time and expenses

$

Customer billing

€

Resource management

Lets take a look at Project Service

Maintain the customer relationship and interactions• Manage my resources based on

skills• Create and manage my project

tasks• Connectivity from Sales to Delivery• One place to manage all customer

interactions• One calendar for all my activity

Care everywhereMicrosoft Dynamics 365 for Customer Service

United States

United Kingdom

Brazil Japan0%

20%

40%

60%

80%

100% 98% 97% 100%93%

2% 3% 0%7%

How important is customer service in choice of or loyalty to a brand?

Very or Somewhat Important

Not Important

Your new best friend

What’s top of mind for service leaders

Earn loyalty

Empower agents

Stay agile

Dynamics 365 for Customer Service

?

Self-service & communities

Omni-channel

Knowledge

Agent enablement

Service intelligence

CustomerAgent

Portals

Easy to do business with• Self serve for Customers, partners, Employees, Knowledge

• Quick to set-up• Easy to personalize• Enabled for CRM data

Microsoft Dynamics 365What’s coming in November 2016

What’s new in Field ServiceConnected Field ServiceDetect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary.

Resource Scheduling Optimization Automatically Schedule work to the most appropriate resources while optimizing to fit in the most appointments per day.

Scheduling Unification Schedule individuals, teams, or equipment for any type of appointment including in-house, onsite, or remote.

Customer Communications Outbound text and phone capabilities provide automated reminders and updates to customers while an online portal allows customers full visibility into all service interactions.

Empowered Maps Dispatchers view technician’s daily turn-by-turn routes to easily add nearby appointments, and understand upcoming traffic constraints, while organizations can choose any backend GIS provider.

Microsoft project (client) integrationManage projects more effectively by augmenting the project economics and planning details in PSA with robust project management in MS Project.

Exchange booking integrationImprove employee productivity through ease of tracking and managing all project and non-project related schedules on their device or app of choice.

Unified contracts and billing with Field ServiceSimplify customer experience through integrated end-to-end service delivery management and streamlined forecast to actuals reconciliation.

Collaborative portalsEmpower customers and partners by providing timely visibility to sales, resourcing, delivery and billing in self-serve capacity.

What’s new in Project Service Automation

Advanced service analyticsSolve cases faster using topic analysis and machine learning scenarios that surface relevant knowledge articles and related cases.

Customer InsightsImprove service outcomes with big data insights and visualizations that dynamically update customer records via embeddable widgets

Business process and configuration wizardAdjust to new business requirements and gain optimization insights with ease using the visual process designer and configuration wizard.

Learning Path and GamificationSpeed onboarding with improved search, role-tailored guidance and custom learning scenarios. Reward optimal behaviors to improve performance and increase productivity.

What’s new in Customer Service