Posts Tagged ‘Dynamics’

postheadericon Microsoft Dynamics CRM Online selected by HP to transform sales and partner engagement

REDMOND, Wash. — Sept. 12, 2016 — Microsoft Corp. has entered a six-year agreement with HP Inc. to deploy Microsoft Dynamics to thousands of employees across HP, dramatically enhancing collaboration across marketing, sales and service operations. With Dynamics, as well as Azure, Office 365 and other Microsoft Cloud solutions, HP has invested in the sales and service collaboration platform it needs to deliver a seamless sales experience for customers and partners while increasing the company’s performance and economies.

“We have chosen Microsoft Dynamics as our CRM solution for our direct selling, partners and services,” said Jon Flaxman, chief operating officer, HP. “This brings us a cloud-based solution that delivers a more effective and efficient collaboration engine across our business.”

HP is undergoing a journey to transform its sales and partner environment, driving increased productivity and collaboration in a virtually all-digital world. As part of this transformation, the company is moving to a more integrated sales experience for both HP sales reps and the channel partner community.

Complementing Dynamics CRM, Office 365 provides worldwide sales, service and marketing professionals at HP with an immersive, connected productivity experience for teamwork and collaboration. In addition, Power BI will empower HP marketers to uncover powerful business insights and predictions. Azure will provide the IT organization with a global, open, hybrid cloud for all of the solutions, while also giving HP a platform for new capabilities and services at a low total cost of ownership.

“HP continues to innovate in its customer engagement, with the tools and business processes it provides to its employees and partner community and, of course, the products and services it delivers,” said Judson Althoff, executive vice president of Worldwide Commercial Business at Microsoft. “We share this dedication to digital transformation with HP and are incredibly proud to work with it as it delivers amazing technology experiences to people around the globe.”

In July, Microsoft unveiled plans to introduce a new approach to business process applications with Microsoft Dynamics 365, a move that evolves its current CRM and ERP cloud solutions into one cloud service with new purpose-built apps to help manage specific business functions. Customers can register for a webcast series about maximizing productivity and delivering great customer experiences with Dynamics here.

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.

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 Microsoft Dynamics AX delivers the power of the cloud to businesses

REDMOND, Wash. — Nov. 19, 2015 Microsoft Corp. on Thursday announced that the next release of its flagship ERP solution, Microsoft Dynamics AX, will be generally available in the first quarter of 2016. The new release, architected for the cloud, brings the power and intelligence of the next generation of cloud computing in an enterprise-class business application to people and organizations worldwide.

Microsoft announced that a public preview of the new solution for customers and partners will be available in early December. Revealing the new name of the release, Microsoft Dynamics AX, the company departed from branding that included years or versions of the product to a simple brand that underscores Dynamics AX is a cloud-based service that will be regularly updated. The company will also implement a new, simple and transparent subscription pricing model to make it easier than ever for organizations to purchase the solution in a way that helps them grow at their own pace.

“Our ambition to build the intelligent cloud comes to life with apps optimized for modern business, like Dynamics AX,” said Scott Guthrie, executive vice president, Microsoft Cloud and Enterprise. “When you combine the hyperscale, enterprise-grade and hybrid-cloud capabilities of Microsoft Azure with the real-time insights and intuitive user experience of Dynamics AX, organizations and individuals are empowered to transform their business operations.”

This latest release delivers a new, intelligent user experience, optimized to deliver value to organizations by enabling them to make smarter decisions faster. It brings proven business processes to the cloud, which means that the full set of capabilities of this solution will be available to customers from day one. Dynamics AX introduces continuous management services that enable the software to quickly adapt to an organization’s business needs. The new Dynamics AX also harnesses the power of the cloud, giving businesses and people global availability and scale to work anywhere, anytime so they can grow at their own pace and on their terms.

A new user experience to accelerate decision-making

Businesses are looking to empower their people with tools they want to use and to enable them to make smarter decisions faster. To enable this, Dynamics AX offers a new user experience that looks and works like Microsoft Office and delivers deep integration that seamlessly shares information between Dynamics AX, Dynamics CRM and Office 365. It gives people near-real-time analytics powered by Azure Machine Learning with the ability to visualize data through Power BI embedded right within the application. This gives users not only the information they need, but also predictive capabilities built right in the application. Dynamics AX offers a fully browser-based, new HTML5 client which gives people access to Dynamics AX across platforms and devices and enables organizations to extend and build business-specific mobile applications. Based on extensive usability analysis, the redesigned Dynamics AX brings a new touch-enabled, modern user interface that uses the principles of highly visual applications that users expect in consumer applications to their enterprise business applications.

Quicker implementation and easier management

ERP systems have traditionally been known for their rigidity, complexity, and slow deployments and implementations. Dynamics AX is changing the game in this area with revolutionary new technology that continuously enhances rather than disrupts business processes and operations. Bringing forward the breadth and depth of proven business processes in horizontal and vertical industries, including retail, manufacturing, distribution, professional services and public sector, the new Dynamics AX brings the complete capability of the product to market on day one and uses the cloud to provide ongoing service and management to adapt to business and industry needs. The new release also introduces enhancements to Microsoft Dynamics Lifecycle Services, an Azure-based service that allows for turnkey deployment with prebuilt, industry-specific solutions available in the Azure Marketplace and automated setup on Azure, empowering customers to deploy faster with higher quality. The new Dynamics AX delivers a more flexible solution architecture that enables incremental implementations, changes and updates, giving businesses more agility and faster time to value.

Enabling business through the power of the cloud

Businesses are looking for flexibility and choice in how, when, where and at what pace they bring their operational systems to the cloud. Building on the global Microsoft Azure platform, with its strong commitment and capability to meet diverse data locality and data sovereignty requirements, Dynamics AX is uniquely positioned to meet the needs of global customers. The new release brings with it the benefits of the cloud that are most important for business — from simple signup, immediate provisioning, and built-in high availability and disaster recovery to elastic capacity to add resources but only pay for them when they are being used.

The Lotus F1 racing team knows firsthand the benefits of Dynamics AX. “The beauty of Dynamics AX is that it will help you make better informed decisions faster, and ultimately increase your business potential to take business operations to the next level,” said Thomas Mayer, chief operating officer, Lotus F1 Team.

More information on Dynamics AX and its capabilities can be found in a Dynamics AX blog post from Mike Ehrenberg, technical fellow, Microsoft Dynamics ERP, as well as a blog post from Christian Pedersen, general manager, Microsoft Dynamics Marketing. The following videos and guided tours are also available:

More information is available at www.microsoft.com/dynamics/ax.

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.

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 Marston’s Pubs evolve to hot spots with Microsoft Social Listening and Microsoft Dynamics CRM

Historically, the British pub was the place neighbors gathered to wax philosophical or just while away hours over a pint. Today, customers want something different. People explore outside their neighborhood to discover something new and different, catch a new band, and check-in their location on social media using Wi-Fi. Pubs across the U.K. have struggled to meet this shift in customer expectations.

Recently, The Guardian (U.K. edition) reported that the rate of British pub closures had accelerated to 31 per week, and that 3 percent of pubs in the suburbs have closed in the past six months. Facing this threat is Marston’s, which operates 1,700 pubs scattered across the U.K. The nearly 200-year-old company is known for its heritage, but the company recognized it needed to reposition itself.

To meet the company’s need to monitor social media; recognize, follow and analyze trends; and then quickly share the relevant insights with the right people in order to swiftly react and meet the customers’ needs, Marston’s chose Microsoft Dynamics CRM and Microsoft Social Listening. By implementing this solution, Marston’s has transformed the business, delivered amazing customer experiences — and earned this year’s Convergence 2014 Europe Customer Excellence Award: Cloud Transformation.

The answers are on social media

Marston’s Commercial Marketing Director Una Beck Johnson recognized that monitoring social media was the solution to recognizing trends upstream. The right CRM solution offered the opportunity not just to capture this information but to also make sense of it.

“What’s important for us is not just to know the quantities of what people are talking about but the nature of what they are talking about — and there’s such a mass of information that we need to be able to boil it down to things that we can then act upon. And we need that information quickly, so that we can respond to it quickly,” Beck Johnson notes.

Access to this data identified one confirmed trend: Customers were no longer only frequenting their local pub — they were now traveling in much bigger circles. This made it much more difficult to understand the customers’ needs.

“Segmenting our insight is very important,” Beck Johnson says. “We have such a broad cross section of customers. That’s what makes it both exciting and also very, very challenging. We have to be able to understand the customers’ different occasions for coming and how Marston’s is delivering to really make sure that we’re getting the right experience to the right people at the right time.”

Social listening improves the customer experience

Paul Hume, Marston’s Development Manager for Emerging Technologies, is now using Microsoft Dynamics CRM and Microsoft Social Listening to encourage customer feedback to the company via social media, right from their seat at the pub. Hume says each communication on social media can now be mined for insights to help the company improve its offerings and the way it communicates those offerings.

“The combination of Microsoft Dynamics CRM and Microsoft Social Listening allows us to really personalize our communications to our customers,” he says.

“That personalization means being relevant to the individual,” explains Mike McMinn, Group IT Director for Marston’s. “It’s about your customers; it’s about their patch if you like.” McMinn noted that the customer experience needs to be as smooth as possible because “reducing the friction in their dealings with us means they’re going to come back again.”

The benefits: cost savings, culture change and employee satisfaction

The business has already realized benefits since instituting Microsoft Dynamics CRM and Microsoft Social Listening, McMinn says. His department reduced costs because of the shorter amount of time and fewer resources required to implement the system than anticipated. In the past, to install a big system, the company would allocate six months toward planning and an entire weekend for implementation. But with Microsoft Dynamics CRM, and the support of implementation partner The CRM Business Ltd., McMinn and his team have a much easier job.

“I can go to bed on a Thursday, wake up on a Friday and I have the latest version of Microsoft Dynamics CRM,” McMinn says. “I don’t have to worry about how long it’s going to take to build, or whether the infrastructure is there to support it. We don’t have to worry about the security. All of that is handled by Microsoft. It just happens.”

The organization has also seen a big cultural shift with the implementation of Microsoft Lync, which allows team members to use Microsoft Dynamics CRM on their mobile devices virtually anywhere they are, significantly reducing company travel. “It’s a distributive environment we live in, with five breweries and 1,700 pubs. The traveling has come down dramatically with this system. It’s stopped people having to spend hours in a car. People are also more mobile, more flexible, and can remain more tuned into what the customer needs,” McMinn explains.

Technology helps them do their job more effectively and efficiently, and McMinn says his people want to be productive so he’s making an effort to help make that happen. “We’re putting in infrastructure with the technology that gives people a choice about how and when they get things done, because that’s another part of our company’s culture change — it’s not 9 to 5 anymore.”

McMinn is noticing unanticipated benefits as well. The maintenance help desk team found an innovative way to move its process for tracking repairs and maintenance of equipment in pubs to Microsoft Dynamics CRM. Now, when the team members arrive at a site, they run through a checklist on screen to ensure that the standards are as high as they expect them to be. “Until very recently, they were still writing it out on a piece of paper. On a tablet, it’s fast and easy to do when you’re in the pub. It speeds everything up,” McMinn says.

Successful companies such as Marston’s are harnessing technology to change their business and stay ahead of the customers’ needs. McMinn’s goal is to breed innovation by placing technology in the hands of his people.

“There’s another customer in here, and that’s the employee. We introduce technology to show our people what’s possible, and when they understand what’s possible, it sparks off more ideas,” McMinn says. “This enables employees to discover innovative ways to eliminate burdensome busywork, and instead turn their focus back to the job they love — taking care of the customer. If I’ve made an employee’s life better at some point, then it’s been worth it.”

To learn more about Marston’s and other Convergence 2014 Europe Customer Excellence Award winners, visit http://www.microsoft.com/dynamics/convergence/europe14.

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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 New Microsoft Dynamics CRM breaks down silos between marketing and sales

REDMOND, Wash. — Sept. 16 , 2014 — Microsoft Corp. (Nasdaq “MSFT”) on Tuesday announced that Microsoft Dynamics CRM 2015, as well as updates to its Microsoft Dynamics CRM Online and Microsoft Dynamics Marketing services, will be generally available in the fourth quarter of 2014.

The new updates revolutionize the way sellers and marketers unite and collaborate by bringing outside-in insights to sales and marketing professionals so they can understand the impact of their campaigns to customers, giving them more personalized experiences. Salespeople now have the visibility to impact campaigns and targeting with unprecedented insight into marketing calendars and campaigns. The updates also enable marketers to more effectively plan and execute marketing campaigns and better track their impact, while strengthening synergies with the sales process. Microsoft Dynamics CRM continues to deepen its interoperability with Microsoft’s leading productivity applications, including Microsoft Office 365, Yammer, Lync, Skype, SharePoint and Power BI for Office 365.

The new release is designed to address ongoing needs for businesses to collaborate among different divisions and groups to better take advantage of opportunities and to meet the evolving needs of their customers.

According to Ray Wang, principal analyst, founder and chairman at Constellation Research Inc., “Closing the gap between marketing and sales is required for a successful customer experience. Organizations need tools to track the customer interactions from marketing to sales and back, collaborate on leads and opportunities, and measure the metrics that matter to both sales and marketing.”

“Unlike vendors that want to separate businesses by selling them countless different clouds and solutions, we have designed Microsoft Dynamics CRM to facilitate the kind of collaboration that businesses need to thrive and grow,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “This means that marketers and sellers can work more closely together to engage customers, bridging the chasm between marketing, sales and service to truly deliver end-to-end experiences that customers will love.”

Uniting m arketing and s ales

To break down the silos between sales and marketing, Microsoft Dynamics Marketing introduces the new Sales Collaboration Panel, which allows sellers to provide input into campaigns and targeting. The release also gives marketers the ability to streamline campaign creation and improve segmentation with graphical email editing, A/B testing, integrated offers and approval workflows. Marketers can more effectively collaborate with the click-to-call feature in Lync and easily schedule and execute webinars as part of their marketing initiatives. The new Interactive Marketing Calendar allows marketers to visualize and manage their end-to-end marketing plans. Microsoft Dynamics Marketing will also be available in Japanese and Russian.

In addition to providing salespeople with the ability to more effectively collaborate with marketing, the new release of Microsoft Dynamics CRM provides the ability to recommend products to up-sell and cross-sell across product families, improving their selling effectiveness. The new release enhances the Guided Sales Processes to help steer sellers toward desired outcomes and ensure the enforcement of business rules across all devices. New mobile sales capabilities across mobile platforms increase productivity with flexible RoleTailored dashboards and analytics, as well as personalized home pages.

Continuing to enhance capabilities to Microsoft Social Listening, the company added Italian as a sixth native language for sentiment tracking and analysis and expanded listening capabilities to include news sources. These capabilities give people access to real-time insights so they can see what is happening and make the right decisions to take advantage of opportunities the moment they arise.

Expanding into new markets, Microsoft announced that Microsoft Dynamics CRM Online is available for purchase in 17 new markets in Latin America on Tuesday, making the service globally available in more than 65 markets worldwide. The company confirmed that the global expansion of Microsoft CRM Online will continue and is expected to reach over 130 markets and in 44 languages by the end of calendar year 2014. The company, which recently announced the opening of a Brazil datacenter to service the Latin American region, also noted that in calendar year 2015, Microsoft Dynamics CRM Online would expand into additional Microsoft regional datacenters. More capabilities and features of the new Microsoft Dynamics CRM 2015 and Microsoft Dynamics Marketing, such as productivity improvements, automated business processes and real-time forecasting data, 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, 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 Microsoft Dynamics delivers essential business solutions through apps, devices and services

ATLANTA — March 4, 2014 Microsoft Corp. (Nasdaq “MSFT”) on Tuesday opened its sold-out Microsoft Dynamics Convergence 2014 conference with a keynote address from Kirill Tatarinov, executive vice president, Microsoft Business Solutions. The event offers attendees hundreds of sessions showcasing new innovations the company will deliver in the coming months that will help businesses succeed in a customer-centric world.

In his keynote featuring Microsoft Dynamics customers Chobani Inc., City Harvest Inc., Delta Air Lines, Lotus F1 Team, New Belgium Brewery Co. and Weight Watchers International Inc., Tatarinov called on businesses to change their approach and adopt a customer-centric view to enable them to deliver meaningful customer interactions. In this era of the customer, he underscored the importance of technology combined with cultural changes in the organization as critical for businesses to gain insight into their customers’ needs and deliver experiences that help build lasting relationships.

To help businesses deliver amazing customer experiences, Microsoft unveiled a comprehensive set of new capabilities across its business solutions portfolio. The additions will allow organizations to take advantage of cloud services, run agile operations that exceed customer needs, and help engage them on their terms across the Web, social, apps and mobile fronts to help fuel growth.

“Technology has changed the social fabric, transforming how we engage, connect and interact with one another,” Tatarinov said. “In this era of the customer, experience is the new currency. Microsoft is best positioned to help businesses deliver amazing experiences for people at work and on the go.”

Business applications through devices and services

At the event, the company showcased Microsoft Dynamics AX 2012 R3 (expected to be available May 1, 2014), its ERP solution for enterprises. This update introduces a new end-to-end apps and services framework, allowing businesses to develop and distribute modern apps for specific scenarios and mobile devices that can easily and securely connect with Microsoft Dynamics AX. Adding to the growing number of mobile apps, the company announced a new app for shop floor operators that lets them report on production jobs with touch-enabled Windows devices. Customers and partners can learn about Microsoft Dynamics AX’s apps and mobile capabilities at http://blogs.msdn.com/b/dax/archive/2014/03/03/microsoft-dynamics-ax-2012-r3-devices-and-services-framework.aspx.

To rapidly serve more customers in new segments and emerging markets, Microsoft Dynamics AX 2012 R3 adds support for deployment on Windows Azure via infrastructure as a service. This capability delivers high availability of data and disaster recovery data, as critical business data is stored in the cloud and can be retrieved by businesses virtually anytime, anywhere. Pre-configured environments are also available on Windows Azure for businesses to speed deployment, and significantly reduce time to value from Microsoft Dynamics AX 2012 R3, for demonstration, development, testing and production usage.

Powered by Windows Azure, this release of Microsoft Dynamics Lifecycle Services introduces new solutions for serviceability and support to help organizations improve the predictability of implementations and provides them with the agility required to keep up with ever-changing business environments. Early adoption of this service has demonstrated that customers have been able to significantly reduce time spent to define, develop and operate their business application. For example, in cases where early adopter customers needed incident support, more than 65 percent of them were able to address issues and questions on their own through the use of this service.

Reinforcing the value Microsoft Dynamics AX is delivering to businesses, Microsoft released a commissioned Forrester Consulting TEI (Total Economic Impact) study. Based on customer surveys and interviews, Forrester determined that a composite organization using Microsoft Dynamics AX 2012 had a three-year ROI of 92 percent, a payback period of 21 months and benefits of over $ 6 million,* highlighting the real benefit and time to value this solution delivers to customers.

Microsoft Dynamics AX 2012 R3 is a significant step for the entire industry toward the future of ERP, with apps, devices and services in the cloud as cornerstones of its new capabilities. The advancements it offers in business logic and data model, cloud and new apps, and services and devices scenarios all set the stage for continued future innovation evolving directly from the functionality being delivered today.

Delta Air Lines, a Customer Excellence Award winner for the Enterprise category at Convergence 2014, is an example of a Microsoft customer that is using devices and services to deliver amazing experiences to their customers. Designed and developed by Avanade on the Microsoft Dynamics for Retail mobile point-of-sale platform and running on Nokia Lumia devices powered by Windows Phone 8, Delta is transforming its passengers’ in-flight experience and bringing flight attendants closer to the company’s 160 million plus customers per year.

“Delta’s mission is to provide safe and efficient transportation and outstanding customer service on over 5,000 flights a day to our customers on six continents,” said Joanne Smith, senior vice president – In-Flight Service, Delta. “Technology innovation is essential to helping us connect with our customers and deliver an experience that exceeds their expectations. Partnering with Microsoft gave Delta an opportunity to equip our more than 19,000 in-flight professionals with a combination of devices and services to offer more personalized service on board every flight.”

Delivering on the promise of rapid innovation to more than 40,000 customers and nearly 4 million Microsoft Dynamics CRM users, the company today reinforced the upcoming capabilities in the latest release of Microsoft Dynamics CRM expected in the second quarter of 2014. This release introduces Microsoft Dynamics Marketing to help businesses drive and manage their marketing campaigns, Microsoft Social Listening to empower more employees with deeper insights, and new capabilities such as the Unified Service Desk to help businesses engage with and care for customers in a personalized manner on virtually any device, anywhere.

Giving customers more value, Microsoft Social Listening will be offered at no additional charge as part of the Microsoft Dynamics CRM Online professional licenses; on-premises customers will be offered Microsoft Social Listening for an additional $ 20 per user, per month.** Microsoft is also introducing a new Microsoft Dynamics CRM Online Enterprise license, priced at $ 200 per user, per month.** This offers customers all functionality offered in the professional license and access to Microsoft Dynamics Marketing and the new Unified Service Desk. More information about the new pricing and packaging structure can be found at https://community.dynamics.com/crm/b/crmconnection/default.aspx.

Business m omentum

As part of the event, Microsoft also announced that the next update of Microsoft Dynamics GP, due in the second quarter of 2014, will deliver new identity management and workflow capabilities, together with new self-service companion apps later this year. Demonstrating new capabilities in Microsoft Dynamics NAV, the company previewed new mobile capabilities for Microsoft Dynamics NAV that are expected to be delivered with its next update in the fourth quarter of 2014.

The company highlighted the investments being made by leading global businesses and system integrators (SIs) such as Accenture and Avanade, IBM and Hitachi Ltd., in building global Microsoft Dynamics practices, giving customers high-quality resources to implement their business applications worldwide. Microsoft also continues to expand the number of global independent software vendors (GISVs) building industry solutions based on Microsoft Dynamics, announcing a new GISV partnership with JustEnough for demand planning and an expansion of its existing partnership with Dominion, a company that focused on automotive dealer solutions.

More information

More information about Microsoft’s Dynamic Business vision can be found at http://www.microsoft.com/en-us/dynamics/about.aspx. More information and news from Convergence 2014 is available at http://www.microsoft.com/presspass/presskits/dynamics. The opening keynote presentation and general session keynote speeches are available on the new virtual event platform for Convergence 2014 at http://www.microsoft.com/dynamics/convergence/atlanta14. Those who want to follow and engage with the Microsoft Dynamics Twitter community can do so at @MSFTDynamics and @MSFTConvergence using #Conv14.

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.

* Total Economic Impact Study of Microsoft Dynamics AX 2012, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, December 2013

** CRM Online list price shown per user, per month in USD; actual pricing might vary by geography. Other fees may apply for add-on services, such as additional storage, testing and production instances. Prices are exclusive of any fees you may incur to procure Internet connectivity.

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 Kirill Tatarinov to open Microsoft Dynamics Convergence 2014

REDMOND, Wash. Feb. 27, 2014 Convergence 2014, Microsoft Corp.’s (Nasdaq “MSFT”) premier event for its business community, kicks off in Atlanta next week with an opening keynote by Kirill Tatarinov, executive vice president, Microsoft Business Solutions Division.

Tatarinov’s keynote will highlight how businesses can deliver amazing experiences to their customers through business solutions. A broad range of customers will be featured in his keynote presentation, including Delta Air Lines, Lotus F1 Team, New Belgium Brewing Co., City Harvest Inc., Weight Watchers International Inc. and Chobani Inc. The keynote will also include new product demonstrations and discussions of how businesses can be successful in today’s fast-paced business environment where people are more connected and better informed than ever.

What: Microsoft Dynamics Convergence 2014 keynote

Who: Kirill Tatarinov , executive vice president , Microsoft Business Solutions Division

When: Tuesday, March 4, 2014, 9–10:30 a.m. EST

Where: Georgia World Congress Center (GWCC) , Atlanta

Live Webcast

Information: The live webcast of the keynote address will begin at 9 a.m. EST. Viewers may access the webcast at http://www.microsoft.com/dynamics/convergence/atlanta14.

Transcript

Information: A transcript will be available within 24 hours on the Convergence 2014 virtual pressroom.

Live broadcasts of general sessions of Microsoft Dynamics ERP and Microsoft Dynamics CRM solutions will also be available for viewing. A complete list of sessions and schedules is available at http://www.microsoft.com/dynamics/convergence/atlanta14.

More about Microsoft Dynamics customers Lotus F1 Team and Weight Watchers as prime examples of growing successful businesses that are transforming their organizations and benefiting from Microsoft’s business solutions can be found in a feature story titled “Customers win with continued Microsoft Dynamics collaboration.

More information and news from Convergence 2014 is available at http://www.microsoft.com/presspass/presskits/dynamics. Those who want to follow and engage with the Microsoft Dynamics Twitter community can do so at @MSFTDynamics and @MSFTConvergence using #CONV14.

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 Banks put customers first with Microsoft Dynamics CRM

DUBAI, United Arab Emirates — Sept. 17, 2013 — At the Sibos global financial services event in Dubai, Microsoft Corp. (Nasdaq “MSFT”) on Tuesday announced that a number of leading global financial institutions are modernizing their business operations and choosing Microsoft Dynamics CRM as the platform to shift from transaction-based businesses to customer-centric businesses.

Microsoft Dynamics CRM has been designed from the ground up to help businesses engage and delight their customers by delivering exceptional customer experiences and interactions. Financial institutions are drawn to the customer-first design philosophy and the fact that Microsoft Dynamics CRM works seamlessly with other productivity applications such as Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft SharePoint and Yammer. Microsoft Dynamics CRM gives financial institutions a powerful solution to drive proactive interactions with end customers, provide deep client insight, and deliver intelligent offers and custom-built experiences, enabling banks to improve customer retention, add new customers and improve advisor productivity. In essence, Microsoft Dynamics CRM helps financial institutions become a true trusted advisor for their clients.

Prioritizing customer service is the key competitive differentiator for Metro Bank, Great Britain’s first new bank in more than a century. Microsoft Dynamics CRM, combined with Microsoft devices and services, is the foundation of Metro Bank’s customer-first strategy.

“As the first new high street bank in the U.K. for over 100 years, our unique, customer-focused model is reinventing the rules of retail banking,” said Paul Marriott-Clarke, commercial director at Metro Bank. “Microsoft Dynamics CRM helps us enhance our customers’ experiences, combining traditional face-to-face service in our stores with amazing technology to ensure our customers receive the very best in service and convenience.”

MKB Bank, the second-largest bank by equity in Hungary, chose Microsoft Dynamics CRM to steer all customer-related processes in the bank and keep up with growth. With Microsoft Dynamics CRM, MKB improved customer service times by 25 percent, decreased customer churn by 5 percent and increased profit earned on the primary banking customer segment by 20 percent in the same period.

“Customer service is our top priority, and Microsoft Dynamics CRM gave us a comprehensive view of customers and integrated access to all channels,” said Laszlo Kiraly, head of CRM and E-Channels at MKB. “Our CRM-driven front-end system has become the core application for our business. It is now our primary platform for collaboration, better efficiency and a superior multichannel experience.”

Volkskreditbank AG (VKB) tapped Microsoft Dynamics CRM to help it become one of the most customer-oriented banks in Austria. The results have been undeniable: a 32 percent boost in sales productivity, an 18 percent increase in customer service quality and a 95 percent decrease in the time needed to provide analyses and reports, giving managers and executives a near-real-time view into the health of the business.

“We needed a CRM solution to power our entire bank, not just a single division or set of products,” said Michael Reifetshamer, IT manager at VKB. “Our experience with Microsoft Dynamics CRM shows that we made the right choice.”

ABN AMRO Bank NV improved customer service by implementing Microsoft Dynamics CRM and connecting it to its asset management system to provide a single view of each customer account.

“Dynamics CRM is a robust solution tool,” said Su Kia Tan, head of Process & Project Management for ABN AMRO Bank. “We use it to support our end users in managing business growth and productivity improvement with necessary controls built on customized and streamlined workflows.”

And at the end of the day, to become a customer-centric organization banks must first start thinking from their customers’ perspectives. They need tools, technologies and processes that allow them to address customer inquiries anywhere, anytime. Banks need tools that provide complete and holistic views of their customers and enable them to reach out with intelligent and timely offers. Microsoft Dynamics CRM is the tool that ultimately allows them to become trusted advisors to their customers.

Microsoft Dynamics CRM customers and prospects can learn more about Microsoft Dynamics CRM in the financial services space at http://www.microsoft.com/en-us/dynamics/crm-financial-services.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.

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 acquires Parature to add leading customer self-service suite to Microsoft Dynamics CRM

REDMOND, Wash. — Jan. 7, 2014 — Microsoft Corp. on Tuesday announced that it has reached a definitive agreement to acquire Parature, a leading provider of cloud-based customer engagement solutions. The acquisition will add world-class customer self-service capabilities to further accelerate the Microsoft Dynamics vision of helping organizations deliver amazing customer experiences.

“Customers are more connected and better informed than ever before. Organizations are looking for business solutions that can strengthen their ability to connect with customers on their own terms, using whatever device and whatever channel they prefer,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “Parature is a perfect fit for every business and will enable us to offer customers one of the best cloud-based solutions for customer self-service. This is a compelling combination for organizations committed to delivering the best service experience that consistently exceeds their customers’ expectations.”

As a provider of cloud-based customer service software to midsize and enterprise organizations, Parature has a well-earned reputation for outstanding customer service with 70 million users worldwide and more than 500 well-known brands, including Ask.com, the United States Environmental Protection Agency, IBM, Saba Software Inc., Tagged Inc. and Threadless. The company also received the 2013 Frost & Sullivan Customer Value Enhancement Award for using social media to help organizations deliver outstanding customer service.

Parature’s approach to its solutions enables organizations to take advantage of an extendable knowledge base available through self-service portals on the Web and Facebook, support ticketing, mobile customer care on virtually any device the customer chooses to use, social customer support, and chat for both traditional customer service scenarios and proactive sales engagement to create new, revenue-generating opportunities for the business. These capabilities complement the existing Microsoft Dynamics CRM customer-care solution with core strengths in workflow, extensibility and process-driven user experiences that allow contact center agents to do their best work.

Microsoft will continue to offer Parature solutions and support all new and existing customers as the company works to further enhance these offerings.

The terms of the agreement are not being disclosed. More information on this announcement, including product integration plans and timeline, will be shared at Parafest 2014 (Feb. 24–25) in Las Vegas and Convergence 2014 (March 4–7) in Atlanta. A blog by Bob Stutz speaking about this announcement Tuesday can be found at https://community.dynamics.com/crm/b/crmconnection/archive/2014/01/07/microsoft-dynamics-crm-and-parature-a-match-made-for-you.aspx.

More information about Parature is available at http://www.parature.com, and more on Microsoft Dynamics CRM can be found at http://www.microsoft.com/en-us/dynamics/crm.aspx.

Those interested can follow and engage with the Microsoft Dynamics community on Twitter at @MSDynamicsCRM, hashtags #MSDynCRM and #CRM2013, and on Facebook at https://www.facebook.com/msftdynamics.

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.

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