Posts Tagged ‘customer’

postheadericon Waffle House Customer Shoots Armed Robber, Because Concealed Carry

NORTH CHARLESTON, SOUTH CAROLINA — An armed citizen with a concealed carry permit stopped an attempted armed robbery at a Waffle House early Saturday morning. “He saved us, that’s what he did,” a Waffle House employee told The Post and … Continue reading
Concealed Nation

postheadericon Microsoft reinvents productivity with upcoming release of customer engagement solution

REDMOND, Wash. — Sept. 8, 2015 — Microsoft Corp. (Nasdaq “MSFT”) on Tuesday unveiled new capabilities it will deliver later this calendar year with Microsoft Dynamics CRM 2016, the latest release of its customer engagement solution. The most comprehensive upgrade ever for Dynamics CRM includes advancements in intelligence, mobility and service, with significant productivity enhancements to help businesses and workers achieve more.

The new enhancements are designed to increase productivity for organizations by providing a simple and seamless experience across their Dynamics CRM application and their productivity applications like email, Excel, OneDrive for Business for easier task management, an enhanced mobile experience for the worker on the go, and enriched data and analytics, all of which will be available later this calendar year.

“Microsoft’s obsession with customer success is rooted in our ambition to reinvent productivity and business processes,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “Dynamics CRM 2016 is designed from the ground up to deliver core capabilities all in a single system to eliminate distractions, to make it easier to get things done, and to dramatically increase productivity so our customers can spend more time serving their customers.”

According to the Journal of Experimental Psychology,1 every time a user switches programs or applications, there is a 40 percent reduction in productivity. Microsoft has taken this issue head-on in the new release with a design principle that allows organizations to manage their customer-facing activities in a single experience, with no need to export or switch, drastically reducing the time to completion and saving time by automating fundamental tasks. Through an enhanced Excel experience within Dynamics CRM, complete with new Excel templates for various tasks, functions and scenarios, users can now efficiently toggle between functions as opposed to time-consuming and complex exporting, enabling them to augment their customer processes with simple, familiar analysis within their CRM experience. Organizations will also have access to their documents within Dynamics CRM via integration with OneDrive for Business and new document generation capabilities. The Microsoft Dynamics CRM 2016 release also introduces Delve functionality into the application. Powered by Office Graph, Delve helps users increase productivity by surfacing key content — enabling salespeople to discover information that may help them with their opportunity or account, such as popular sales presentations and proposals.

Turning data into intelligent action is a cornerstone of business transformation and productivity, and the new Dynamics CRM release includes data management and advanced analytics capabilities powered by Cortana Analytics Suite. This includes Azure Machine Learning that can enable business insights so that sales reps are able to predict their customers’ needs.

Mobility is core to productivity, and the next version of Dynamics CRM will provide full offline capabilities for sales and service professionals on phones and tablets and across all major mobile platforms (Android, iOS and Windows). The release also introduces the ability to create task-centered mobile apps to streamline the completion of sales-related activities on the go and next-generation Cortana integration to surface core deals, accounts and activities within the personal assistant.

Customer service is a critical element of any customer engagement strategy. The next version of Dynamics CRM delivers an end-to-end solution for customer service across self-service, assisted service and field service to close the customer relationship loop.

Proven success in sales productivity

Last year, Microsoft launched sales productivity promotional offers (Sales Productivity, Connect with Customers, and Connected Cloud promotions) to make it easy for organizations to reap the benefits of productivity and intelligence in a single offering through Dynamics CRM Online, Power BI and Office 365. This solution will continue to be available for purchase as a discounted programmatic offer. The company will offer these comprehensive services aligned to a new sales and pricing model, via the Dynamics CRM Online Professional Add On to Office 365 beginning in October.

The sales productivity offering has proved to be very popular with businesses as they have cited its success in breaking down silos at a great price, increased collaboration leading to increased revenue, personalization that helps differentiate from competition, and help in growing both the business and loyal customers.

“We want to be a better company, a stronger company, and, of course, a larger company,” said David Goff, sales & marketing manager at O’Neal Steel. “Microsoft Dynamics CRM Online and Office 365 are helping us maintain our focus on service as our business grows. When our customers need something, they know the person to call; and when they call that salesperson, they know they’re going to get accurate and timely information.”

The company this week will post the Dynamics CRM Release Preview Guide, which outlines all the advancements, features and capabilities in Dynamics CRM 2016… The company will announce additional details related to advancements made in the areas of mobility, intelligence and service in the coming weeks leading up to the availability of the update.

A blog post by Bob Stutz is available on CRM Connection. In addition, all can follow and engage with the Microsoft Dynamics CRM community @MSDynamicsCRM at http://www.twitter.com/msdynamicscrm, #MSDYNCRM.

About Microsoft Dynamics

At the heart of every successful business are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling businesses to rapidly deploy and be forward-looking in an ever-changing world.

About Microsoft

Microsoft (Nasdaq “MSFT” @microsoft) is the leading platform and productivity company for the mobile-first, cloud-first world, and its mission is to empower every person and every organization on the planet to achieve more.

1 Rubinstein, Joshua S.; Meyer, David E.; Evans, Jeffrey E. (2001). “Executive Control of Cognitive Processes in Task Switching. Journal of Experimental Psychology: Human Perception and Performance,” 27(4), 763–797

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at http://news.microsoft.com. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at http://news.microsoft.com/microsoft-public-relations-contacts.

 

 

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postheadericon United Airlines customer flight records breached

United Airlines customer flight records have been lost in a data breach it has been reported.

The post United Airlines customer flight records breached appeared first on We Live Security.


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postheadericon Apple seeks to block sale of RadioShack customer data

Apple has filed a court objection against the sale of RadioShack customer data for those who had purchased its products, reports Ars Technica.

The post Apple seeks to block sale of RadioShack customer data appeared first on We Live Security.


We Live Security » Languages » English

postheadericon Adobe and Microsoft partner to transform customer engagement across sales, service and marketing

London and Redmond, Wash. — April 29, 2015 — At Adobe Summit in London, Adobe’s annual European Digital Marketing conference, Adobe (Nasdaq: “ADBE”) and Microsoft Corp. (Nasdaq: “MSFT”) today announced a strategic partnership that will redefine how enterprises manage their marketing, sales and service to better engage with customers across touch points. The partnership will include the integration of Adobe’s industry-leading Marketing Cloud Solutions with the best-in-class Microsoft Dynamics CRM solution and will allow brands to deliver experiences that take all customer engagements into account — from reach and acquisition to retention and loyalty. This new integration will help eliminate the frustrating customer experiences that result when marketing, sales and service interactions are siloed.

“Helping our customers reinvent productivity and business processes is one of our top priorities. Partnering with Adobe enables us to deliver a comprehensive set of customer engagement processes to enterprise customers to help them be more productive and better engage with their customers,” said Kirill Tatarinov, executive vice president, Microsoft Business Solutions, Microsoft. “The integration of our industry-leading Microsoft Dynamics CRM solution with the Adobe Marketing Cloud will enable business professionals to maximize their investment in technology and deliver breakthroughs in marketing, sales and customer care.”

“Adobe and Microsoft are creating the industry’s first large-scale solution for connecting the customer experience across all touch points,” said Brad Rencher, senior vice president and general manager, Digital Marketing Business at Adobe. “We are making it possible for the long-held promise of the customer-centric enterprise to become a data-driven reality.”

Microsoft Dynamics Marketing, Microsoft’s integrated marketing management solution, includes capabilities like marketing resource management that are complementary to Adobe Marketing Cloud to provide added value to customers. The partnership will bring an integrated CRM-marketing solution to marketers across many industry segments including financial services, travel and leisure. This partnership offers customers the ability to:

  • Align sales and marketing activities by tightly integrating audiences and their behaviors, which can help guide sales or service calls, identify sales opportunities or inform lead scoring.
  • Find high-value audience segments and provide them with real-time offers on the website or enable targeted display ads.
  • Combine Web behavior data with order history, return history, loyalty status and call center history to not only identify where in the sales life-cycle stage a customer is, but then also deliver the right content at the right time, whether that content resides on a landing page, in a service follow-up email or as an alert in a mobile app.

Both companies are committed to expanding other areas of collaboration and product integration including Adobe Marketing Cloud Solutions running on the Microsoft Azure cloud platform. Adobe Campaign and Adobe Experience Manager are now certified on Microsoft Azure. Adobe already partners with Microsoft Azure to deliver streaming of major sporting events including the Olympics and Super Bowl through Adobe Primetime. The companies are also working on a connector that would enable data and insights from Adobe Analytics to appear in Power BI, Microsoft’s business analytics service that enables people to see all of their data through a single pane of glass, providing a consolidated view across a business.

About Adobe Marketing Cloud

Adobe Marketing Cloud empowers companies to use big data to effectively reach and engage customers and prospects with highly personalized marketing content across devices and digital touch points. Eight tightly integrated Solutions offer marketers a complete set of marketing technologies that focus on analytics, web and app experience management, testing and targeting, advertising, social engagement and campaign orchestration. The tie-in with Adobe Creative Cloud makes it easy to instantly activate creative assets across all marketing channels. Thousands of brands worldwide including two thirds of Fortune 50 companies rely on Adobe Marketing Cloud with over 30.5 trillion transactions a year.

About Adobe Systems Incorporated

Adobe is changing the world through digital experiences. For more information, visit www.adobe.com.

About Microsoft Dynamics

At the heart of every successful business are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling businesses to rapidly deploy and be forward-looking in an ever-changing world.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services, devices and solutions that help people and businesses realize their full potential.

 

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postheadericon Order up: Hardee’s and Microsoft pilot customer self-order kiosks running on Windows

NEW YORK — Jan. 12, 2015 — At the National Retail Federation’s Annual Convention & EXPO on Monday, Microsoft Corp. and CKE Restaurants Inc. (parent company of Hardee’s® and Carl’s Jr.®) will showcase a self-order kiosk solution running on Windows 8 devices that enables Hardee’s customers to customize and place their own orders. The Dell Optiplex 3030 All-in-One devices are currently deployed as a pilot test in 30 restaurants, including a newly redesigned kiosk-featured restaurant in Nashville, Tennessee. As part of its pilot, Hardee’s will continue to roll out kiosks to additional restaurants in the next few months.

“Hardee’s is changing the way it interacts with its customers, making the ordering process more streamlined, personal and fast,” said Tracy Issel, general manager of Worldwide Retail, Consumer Goods, Hospitality and Travel at Microsoft. “This is just one example of how Microsoft is giving retailers new ways to reinvent the customer experience.”

“Our target market of young, hungry millennials, as well as younger and older customers, love the new ordering kiosks,” said Tom Lindblom, senior vice president and chief technology officer at CKE Restaurants. “The self-ordering kiosk gives the customer a fun, interactive and user-friendly way to control their order. At CKE, we understand that customer expectations are changing quickly, and our relationship with Microsoft allows us to enhance the restaurant experience and better serve our customers’ needs and expectations.”

The kiosks offer these capabilities:

  • Point-of-service (POS) purchasing. Customers can review menu selections, customize and place orders, and pay for purchases. The device can double as an employee POS when needed.
  • Order entry and menu updates. The kiosks relay orders directly to the kitchen, allowing customers to get their food more quickly and accurately. Employees can simply update the kiosk menu to include seasonal offerings or price adjustments, or to add language capabilities to suit the store’s customer base.
  • Reporting and personnel management. Managers can run various sales and shift reports; employees can use the kiosks to clock in and out for shifts and breaks.

The Intel-powered Dell 3030 kiosks with Windows 8 provide a touch-friendly, familiar experience for customers and employees. Restaurants where Hardee’s has deployed the kiosks have seen a dramatic reduction in wait times and an increase in per-ticket totals, all while their customers are creating the perfect burger or biscuit, made just how they like it. For example, guests can add or eliminate ingredients such as holding the mayo on the Mile High Bacon Thickburger® or adding extra bacon to the Bacon, Egg & Cheese Biscuit. According to CKE, one out of every three customers at the Nashville location are using the kiosks, and the kiosks have generated increased sales and more efficient work streams throughout store operations. It also allows the shift workers to focus more time on customer service. See a video of this is action here.

The Hardee’s pilot project is one of several Microsoft retail customer deployments being shown at the NRF Big Show in New York. Microsoft is working with retailers, including GameStop and TGI Friday’s Inc., to showcase seamless and personalized experiences being delivered in real time through the cloud and on smart devices. Additional information about Microsoft’s presence at NRF can be found here. Broadcast media can access b-roll video here.

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services, devices and solutions that help people and businesses realize their full potential.

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at http://news.microsoft.com. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at http://news.microsoft.com/microsoft-public-relations-contacts.

 

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postheadericon Sutherland leverages Microsoft Dynamics CRM Online to consolidate leadership position in global customer experience management

REDMOND, Wash. — Sept . 2 4 , 2014 — Sutherland Global Services, an acknowledged leader in business process and technology management services, continuously focuses on operational innovations and transformations to maintain its leadership position in Customer Experience Management. A major area of this focus is the digital transformation of key internal operations and processes, aimed at further enhancing the company’s track record of service excellence and consistent delivery of measurable results that impact their business.

Sutherland provides business-critical technology and analytics-enabled services to Fortune 1000 clients, which require secure and scalable platforms to enable Sutherland’s more than 30,000 employees across 40 operational facilities around the globe to deliver best-in-class services for efficiency and customer experience. To move the customer experience and quality of interactions to the next level, Sutherland evaluated several CRM platforms, ultimately selecting Microsoft Dynamics CRM Online based on its flexibility, customization capabilities and ease of use. The platform also provides Sutherland consultants with a seamless transition path because of their familiarity with other Microsoft business solutions, such as .NET, SharePoint Online 2013, SQL Server and Microsoft Lync. Sutherland recently and very successfully launched the first phase of the Dynamics deployment.

“The Business Process Outsourcing (BPO) industry and our Fortune 1000 clients are facing radical changes in market dynamics. These changes combined with technology advancements, such as cloud, social, mobility and big data, call for a paradigm shift. We have to fundamentally rethink how industry-specific transactions will be processed in the future and, more important, how information can be used to identify patterns that provide actionable insights for business managers,” said Deepak Batheja, CTO of Sutherland. “To best serve our clients, we need a best-of-class technology platform, fully optimized with lean business processes, that is flexible enough to enable continuous innovation. Microsoft Dynamics perfectly augments our 200-plus Technology Products and Intellectual Properties and forms the foundation of our world-class Customer Interaction Platform.”

To develop the solution, Sutherland partnered with Microsoft Consulting Services and configured the Dynamics platform to fit the nuances of the company’s multivertical BPO environment. Sutherland’s implementation was seamless, with no disruption to the high level of performance and reliability that is its hallmark. The enhanced multitenant capabilities have improved front office consultants’ efficiency by 20 percent and back office processing by 22 percent, resulting in a direct bottom-line benefit to the company.

“A positive customer experience relies on technology that can deliver flexibility and timeliness combined with service excellence. As a pre-eminent provider of business process outsourcing services, Sutherland understands this and is investing in a solution that allows its consultants to really know and understand the customer,” said Dennis Michalis, general manager, Microsoft Dynamics. “With unified agent desktops and real-time service analytics from a single screen across teams and office locations, Microsoft Dynamics CRM Online enables Sutherland employees to have access to the relevant information that empowers them to provide their clients’ customers with a consistently exceptional experience across the globe.”

With the rapid adoption of Dynamics CRM Online across the organization, Sutherland is looking at the next level of innovation and leveraging Microsoft products. “Our external environment is changing as young consumers prefer to communicate through social channels, so we will be leveraging Microsoft Dynamics Social Listening to understand our clients’ customers. Our vision is to have our internal collaboration platform seamlessly integrated with the external channels to better serve our customers,” Batheja said.

Those wanting to learn more about the benefits of integrated CRM solutions can engage with the Dynamics CRM Online community at http://www.twitter.com/msdynamicscrm, #MSDYNCRM.

About Sutherland

Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 30,000 professionals and has locations across the United States, Brazil, Philippines, Malaysia, China, India, UAE, Egypt, Bulgaria, UK, Canada, Mexico, Colombia, and Jamaica. For more information, visit www.sutherlandglobal.com.

About Microsoft Dynamics

At the heart of every successful business are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling businesses to rapidly deploy and be forward-looking in an ever-changing world.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services, devices and solutions that help people and businesses realize their full potential.

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at http://www.microsoft.com/news. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at http://www.microsoft.com/news/contactpr.mspx.

Microsoft News Center – News and Announcements from Microsoft

postheadericon Microsoft Dynamics spring wave updates now available globally, helping businesses deliver amazing customer experiences

REDMOND, Wash. — June 2 , 2014 Microsoft Corp. (Nasdaq “MSFT”) on Monday announced that significant new capabilities in marketing, customer care and social listening are now globally available as part of the Microsoft Dynamics CRM spring wave of updates in 54 markets and 42 languages. This new release delivers a comprehensive solution that provides businesses with marketing, sales and customer care capabilities that are seamlessly integrated with leading productivity applications, such as Microsoft Office 365, Yammer, Lync, Skype, SharePoint and Power BI for Office 365. These available capabilities help businesses meet the needs of their customers today.

In addition to the availability of Microsoft Dynamics Marketing and Microsoft Social Listening, Microsoft also released updates to Microsoft Dynamics CRM that include a new Unified Service Desk. For on-premises customers, the company delivered these new capabilities as part of the Microsoft Dynamics CRM 2013 Service Pack 1. Microsoft further announced it plans to expand the Microsoft Dynamics CRM Online service to additional markets in Europe, Asia Pacific and South America in the third quarter of calendar year 2014.[1]

“Microsoft Dynamics CRM has made unbelievable progress over the last few years, and the amazing capabilities in this release deliver significant value to our customers as an important component of the Microsoft Cloud for business,” said Satya Nadella, CEO, Microsoft Corp. “Through innovative business applications in the cloud, businesses can better meet their customers’ needs and thrive in a changing world.”

Microsoft on Monday reinforced that its contractual commitments for Microsoft Dynamics CRM Online meet the requirements of the European Union’s “model clauses and the high standards of European Union (EU) privacy law as acknowledged by the “Article 29 Working Party,” making Microsoft the first — and so far the only — company to receive this recognition.

“In addition to enjoying the benefits of these new capabilities across marketing, sales and service, customers can be comfortable doing business with Microsoft when it comes to their data,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “We focused our development efforts on understanding what our customers need to deliver amazing customer experiences. We redesigned our user interface, implemented a six-month rapid release cycle, made three acquisitions and built many new features — all culminating in the wave of releases we are bringing to market today.”

Global e xpansion

The expanded availability of Microsoft Dynamics CRM Online to markets in Europe, Asia Pacific and South America begins this month with the availability of Microsoft Dynamics CRM Online in Turkey. This global expansion gives customers a new and comprehensive online CRM solution in their market.

Market smarter, sell effectively and provide care everywhere

Early Microsoft Dynamics CRM 2013 customers are already benefiting from the new capabilities that enabled them to sell more effectively than before to meet the challenges of a mobile and social world, become smarter marketers, and provide world-class care to their customers.

With Microsoft Social Listening, sales, marketing and service professionals tap into social conversations to get real-time feedback on their brand, products, competitors, campaigns and issues that might be relevant to their business. For instance, Sealord, a global sustainable fishing enterprise, uses Microsoft Social Listening to better understand its stakeholders — from their beliefs about key industry and sustainability issues to the global network of organizations and individuals influencing opinions in this area. When the topic of shark-finning sparked social media outrage, Sealord took the opportunity to make its stance known, resulting in global acknowledgement and a reach that could be easily measured, understood and communicated internally with Microsoft Social Listening.

“Without Microsoft Social Listening, we would not have had the opportunity to hear what was top-of-mind for our stakeholders and the community we serve, and ensure Sealord’s work to be sustainable in these areas was understood,” said Alison Sykora, public affairs and communications manager, Sealord.

Microsoft Dynamics Marketing gives marketers one solution that allows them to carefully plan their campaigns, deliver qualified leads to their sales teams and subsequently measure the return on their marketing investment.

Microsoft Dynamics Marketing customer the PGA TOUR uses the new marketing automation solution to better organize its creative, media and trafficking activities and to provide improved reporting information to its sponsors. A video of how the PGA TOUR uses Microsoft Dynamics Marketing to run marketing promotions across a wide array of media types year-round can be seen at http://www.microsoft.com/en-us/dynamics/customer-success-stories-detail.aspx?casestudyid=710000003750.

Microsoft is also enabling a complete range of functionality for customer service professionals. This includes the powerful self-service capabilities in the recently acquired Microsoft Parature offering to the multichannel capabilities coming in the new Microsoft Dynamics CRM Online update and Microsoft Dynamics CRM 2013 Service Pack 1 for on-premises customers, including the Unified Service Desk. Microsoft Dynamics CRM enables companies to provide relevant, responsive and personalized customer service.

New research from Gartner Research also positions Microsoft in the Leaders Quadrant of Gartner’s April 24, 2014 Magic Quadrant for the CRM Customer Engagement Center,[2] based on the product’s completeness of vision and ability to execute.

More capabilities and features of the new Microsoft Dynamics CRM spring wave of updates, including Microsoft Social Listening and Microsoft Dynamics Marketing, are detailed in the Release Preview Guide. A blog post series by Bob Stutz is available on CRM Connection. In addition, all can follow and engage with the Microsoft Dynamics CRM community @MSDynamicsCRM at http://www.twitter.com/msdynamicscrm, #MSDYNCRM.

About Microsoft Dynamics

At the heart of every successful business are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling businesses to rapidly deploy and be forward-looking in an ever-changing world.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

[1] Microsoft will disclose the specific market availability at a later date, to be determined.

[2] Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at http://www.microsoft.com/news. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at http://www.microsoft.com/news/contactpr.mspx.

Microsoft News Center – News and Announcements from Microsoft

postheadericon Helsingin Bussiliikenne Oy (Helsinki Bus Transportation Company) saves money, boosts customer satisfaction with Power BI for Office 365


Helsinki Bus Transportation Company uses big data and analytics to improve fuel economy, driver performance, and to save money.
Helsinki Bus Transportation Company uses big data and analytics to improve fuel economy, driver performance, and to save money.

HELSINKI , Finland April 21, 201 4 Helsingin Bussiliikenne Oy (Helsinki Bus Transportation Co.), in Finland, has selected Microsoft Power BI for Office 365 to analyze operational data to improve business decision-making, fuel economy and customer satisfaction. Using a data warehouse solution developed with CGI (formerly Logica) and using Microsoft software, including Microsoft SQL Server, Microsoft SharePoint, Microsoft Office and Power Map, Helsingin Bussiliikenne Oy is able to track traffic data, driver performance and gas usage. Within the first two years of implementation, the company has been able to recoup its investment because of the entire solution, seeing as much as 5 percent savings in fuel costs due to more careful driving and improved maintenance. This is no small matter for a business that uses approximately 12 million liters (or approximately 3 million gallons) of gasoline per year, in a country where gas can cost up to three times as much as it does in the United States. There has also been a 7 percent increase in customer satisfaction since deployment.

In May 2013, the company added Power Map to the solution, providing a visualization of operational performance by a single driver or across the system. Mapping the data allows Helsingin Bussiliikenne Oy to see which routes experience the most delays and breakdowns and to associate data on individual driver performance with specific traffic incidents or customer feedback. Supervisors can bring map data into conversations with drivers, making it easier to review performance and outline steps for improvement. Power Map visualizations also enable executives to more quickly understand the factors that contribute to cost or performance issues and make more informed long-term decisions.

“There are fleet tracking systems already in the marketplace, but they are only solving for the issue of tracking per vehicle,” said Michael Andersson, technical director at Helsingin Bussiliikenne Oy. “Our data warehouse solution can combine the data across all buses and lines, which gives us snapshots of data that are easy to understand and helpful in solving business problems.”

Helsingin Bussiliikenne Oy competes for transportation routes through a public tender process with the city. Once a seven-year contract is awarded, the company is not permitted to raise rates for its duration, meaning that any new revenue goals or unexpected expenditures must be offset with cost savings. To help streamline cost analysis, Helsingin Bussiliikenne Oy established a data warehouse system to track financial and operational data; at the same time, the company installed sensors on its fleet of buses to capture real-time performance data such as geographic location, braking or accelerating, and fuel consumption. Working with CGI, Helsingin Bussiliikenne Oy used Microsoft software to bring together the massive data being collected. The organization used analytics and visual tools to enable a nuanced understanding of fleet operations across the city and over time.


Helsinki Bus Transportation Company uses PowerBI for Excel to visualize emergency braking hotspots.
Helsinki Bus Transportation Company uses PowerBI for Excel to visualize emergency braking hotspots.


“For upper management, it is revealing to visualize the findings in map format,” Andersson said. “The analyst can concentrate on describing what’s behind the figures.”

Helsingin Bussiliikenne Oy has seen significant benefits from the solution, including the above-mentioned savings of as much as 5 percent in fuel costs, and customer satisfaction, measured through surveys and interviews, has increased by 7 percent. The company expects to be able to use the data to analyze and establish the specific details of traffic incidents — for example, whether a bus was in motion or whether the driver was braking at the time of a collision.

More information about how organizations are turning to Microsoft technology is available on the Microsoft Customer Spotlight newsroom.

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at http://www.microsoft.com/news. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at http://www.microsoft.com/news/contactpr.mspx.

Microsoft News Center – News and Announcements from Microsoft

postheadericon Microsoft unveils new marketing, customer care and social listening capabilities

REDMOND, Wash. — Feb. 18, 2014 — Microsoft Corp. (Nasdaq “MSFT”) on Tuesday unveiled a comprehensive set of new Microsoft Dynamics CRM capabilities to help organizations match their customers to the right products and services, engage with them in the right way at the right time, and nurture their relationships. The new release is expected in the second quarter of 2014.

Delivering on its promise of rapid innovation, the release adds new functionality to help marketers be smarter, enabling them to efficiently drive and manage their marketing campaigns; help businesses engage with and care for customers in a personalized manner on virtually any device, anywhere; and enhance capabilities in Microsoft Dynamics CRM 2013 to help businesses sell more effectively. Breaking from typical industry practice, the update also brings social listening capabilities to every sales, service and marketing professional within an organization to empower more employees with deeper insights.

“Businesses want solutions that give them market insights and the ability to deliver amazing customer experiences,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “The new Microsoft Dynamics CRM update democratizes social listening, adds new marketing capabilities for more impact and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game.”

Smarter marketing

Chief marketing officers (CMOs) want a marketing solution that helps them plan and execute great marketing campaigns, gives them insights into the impact of their marketing activities, and provides them with the ability to optimize marketing mix to deliver the most impact to their business.

Microsoft Dynamics Marketing (formerly MarketingPilot) delivers these capabilities by adding marketing automation functionality to Microsoft Dynamics CRM, delivering insights that will help marketers be smarter and more effectively engage with their customers. The new release builds on its marketing planning core and adds new features that include a visual campaign designer that allows marketers to design powerful marketing campaigns more intuitively and easier than ever. This enables CMOs to reach their customers more effectively across multiple channels. It also gives them new lead management and scoring capabilities, scalable email marketing that can deliver millions of messages per day, and deep marketing analytics so they can measure and improve the return on their marketing investments. These new capabilities will be offered in 35 markets in 10 languages.

Personalized customer care

Customer care, an organization’s ability to support, engage and respond to the needs of customers, is an increasingly strategic part of any business. Successful organizations understand and have insight into customer needs across every channel, including the Web, social and mobile, to deliver the best customer care possible.

Microsoft Dynamics CRM enhances core case management capabilities and introduces a new Unified Service Desk, a powerful application designed for call centers that allows agents to handle multiple interactions simultaneously, increasing efficiency by automating repetitive tasks and displaying scripts to help agents provide a more personalized and effective service.

Alongside the capabilities gained in the recent acquisition of Parature, which closed Jan. 31, Microsoft Dynamics CRM now offers customers choice in deploying customer service capabilities ranging from self-service via support portals, Facebook and Twitter to Web chat and video capabilities, all leveraging a shared knowledge base to ensure the right answer can be delivered consistently on the right channel at the right time.

This new customer care solution ensures that all organizations can effectively handle interactions in the way each customer prefers and quickly respond to that person’s needs, resulting in a smooth and more personalized experience for the customer each and every time.

Social for everyone

The secret to any great relationship starts with the ability to listen. To help sales, marketing and customer care professionals listen, gain insights and more effectively engage with customers across social channels, Microsoft has unveiled Microsoft Social Listening. This new service adds the capabilities for people to analyze and act on market intelligence from social conversations, including measuring sentiment across a wide array of social channels. It also allows users to track product, brand, competitor and campaigns globally and in real time to gain true understanding of their customers and their business across the social Web.

Breaking from industry norms, Microsoft believes that social capabilities are core to customer relationship management, so they should not be limited to an elite few at high costs. Enabling every employee within an organization, Microsoft Social Listening will be offered as part of the Microsoft Dynamics CRM Online professional licenses at no additional charge; on-premises customers can get Microsoft Social Listening for an incremental cost.

More information about this upcoming release is detailed in a blog post by Bob Stutz, at https://community.dynamics.com/crm/b/crmconnection/default.aspx. Microsoft Dynamics CRM customers and prospects can learn more about Microsoft Dynamics CRM at http://www.microsoft.com/en-us/dynamics/crm-vision.aspx. In addition, they can follow and engage with the Microsoft Dynamics CRM community @MSDynamicsCRM at http://www.twitter.com/msdynamicscrm.

About Microsoft Dynamics

At the heart of every successful business are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling businesses to rapidly deploy and be forward-looking in an ever-changing world.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

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