2015 Q2/Q3 - CRMUG Magazine

Q2/Q3 2015

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OFFICE 365 + MICROSOFT DYNAMICS CRM Business Processes in MICROSOFT DYNAMICS CRM 2013

All About Power BI

ADOPTION ESSENTIALS

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connect@tribridge.com

(877) 744-1360

contents Q2/Q3 2015

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Q2/Q3 2015

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Connected

OFFICE 365 + MICROSOFT DYNAMICS CRM Business Processes in MICROSOFT DYNAMICS CRM 2013

All About Power BI

Advertiser Index

In Every Issue 5 7 8 11 12 21 22 23 33 34 42 45 49 52 53

From the Director Events Welcome to Our New Members Meet Your Peers Chapter News As Seen on the Web On Topic Word Find Name That Photo Contest Volunteer of the Quarter: Mishel Justesen Focus on Education Logo Contest What’s New on Collaborate Academy Corner The CRM List, from The Partner Channel

Features 14

User Member Showcase Cancer Treatment Centers of America

16 24

Microsoft Dynamics CRM + Microsoft OneNote

26

Discovering – and Using the Power of – the Dynamic

Experlogix, Inc.. . . . . . . . . . . . . . . . . . 20

30

Seven Ideas to Save Time and Increase Your Microsoft Dynamics CRM ROI

Microsoft Convergence . . . . . . . . . . . 25

36

Industry Showcase Government and Public Sector

PowerObjects . . . . . . . . . . . . . . . . . . . 60

38 44 46

The Power of Power BI

48

Tips & Tricks Microsoft Dynamics CRM 2013 Business Process Tips & Tricks

50

Chapter Sponsor Showcase

ClickDimensions. . . . . . . . . . . . . . . . . 35 Cobalt . . . . . . . . . . . . . . . . . . . . . . . . . . 9 CRMUG Summit 2015 . . . . . . . . . . . . 43 CRM Vertex. . . . . . . . . . . . . . . . . . . . . . 6

Resco.net . . . . . . . . . . . . . . . . . . . . . . 29 Rockton Software. . . . . . . . . . . . . . . . 10 Team Knowledge Limited. . . . . . . . . . . 4 Tribridge . . . . . . . . . . . . . . . . . . . . . . . . 2

Microsoft Member Showcase Madan Natu

Why YOU Should Attend CRMUG Summit 2015 ISV Partner Member Showcase EasyTerritory.com

Q2/Q3 2015 | 3

Call scripting, Logic driven UI’s and web self-service for Microsoft Dynamics CRM

for

Reduces transaction time and costs Reduces training costs, initially and on-going Improves CRM user adoption Joe Cassidy Supports Microsoft Dynamics CRM 2011, CRM 2013, CRM 2015 and CRM Online

SE LEA E R T NEX ting crip S Call arature r fo P

TKDialogs: Call Scripting and so much more Team Knowledge The Whitehouse | Wilderspool Park | Greenall’s Avenue | Warrington | Cheshire | WA4 6HL | England E info@teamknowledge.co.uk T: +44 1925 438022 F: +44 1925 438023 W: www.teamknowledge.co.uk Team Knowledge 4931 Hickory Rd | Hamburg | NY 14075 E info@teamknowledge.co.uk T: 716 – 646 – 8087 | W: www.teamknowledge.co.uk

M R C G UG M RM C G U G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R U R C G U U MU CR CR G UG M RM C G G U R C G M M C M CR C UG U RM CR G C UG MU U M R C G U M R C G G U M R C G U M R R CR G UG M RM C G U MU M C G M C R C UG U R C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG G UG M RM C G U M R C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R C G UG M RM C G U M U M RM C U U RM CR G C G U G M U R CR G R G C G MU M CR C UG U RM M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R C U C G U R U MU R CR G UG M RM C G G G MU M CR C UG U RM C C M R C G U M R C G U U M R C G U M R C G C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG U R C G U C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG G U M G U M R C

letter

Goingfrom to the the Next Level... crmug director Sherry Linares

Here’s to the Little People

Tony Stein

ith three children in our household, including a 17-month-old, I get to see “Little People” in both my professional life and my personal life. I don’t think Fisher-Price intended or even understood how insightful those little people would become in the world of Microsoft Dynamics CRM. In the early days of Microsoft Dynamics CRM, those little people symbols represented some of the “ooh and aah” features (for example, Track) of Microsoft Outlook and Microsoft Dynamics CRM working together, working the way your business does, and working the way you do, just as the marketing taglines of Microsoft Dynamics CRM 4.0 emphasized.

W

Eventually, as you’d suspect, those little people in our lives grow up, and the little people in Microsoft Dynamics CRM have grown up, too. The family, if you will, now transcends beyond Microsoft Outlook and involves a whole host of goodies across Microsoft Office and the Office 365 suite of products. For example, we now have immersive Microsoft Excel and better export/ import capabilities in the latest Microsoft Dynamics CRM Online 2015 Update 1 release. You may also find the latest OneNote features or the intuitive document management capabilities with SharePoint encouraging as you grow through your Microsoft Dynamics CRM journey.

Sure you’ll find challenges along the way, just as you do when our little people become teenagers.

Performance optimization, synchronization, integration, and even adoption items come to mind when more capabilities and functionality are introduced. But this is where CRMUG® comes in: The benefits of community and peer-to-peer learning help us all in our adoption and success of using these great Microsoft Office and Microsoft Dynamics CRM technologies together.

This Q2/Q3 edition of CRMUG® Magazine emphasizes many things Microsoft Officerelated with Microsoft Dynamics CRM. I hope the guidance within from the expert contributors will help with your current Microsoft Office and Microsoft Dynamics CRM experiences. We’ll be sure to dive into more capabilities and uses of Microsoft Office and Microsoft Dynamics CRM throughout the many session and learning opportunities provided to you at CRMUG Summit 2015.

Cheers to all the little people in our lives. In my life that means two things: One, I am blessed and thankful for children, and two, Users are actually using the system. I hope they are for you, too. See you in Reno at CRMUG Summit!

Sincerely,

Tony Stein CRMUG Director Q2/Q3 2015 | 5

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events sessions meetings courses

The event calendar on www.crmug.com and the weekly CRMUG® Event Guide are your best sources for the latest CRMUG event information as this list is subject to change. Events are added weekly, so check back often and get registered for the next exciting CRMUG event.

CRMUG Academy Pre-Conference Training

September 9 Texas | Dallas

October 12-13, 2015 | Reno, Nevada www.crmugsummit.com/event/academy-training

September 10 Louisiana | Baton Rouge/New Orleans

CRMUG Summit 2015 October 13-16, 2015 | Reno, Nevada www.crmugsummit.com

September 10 Indiana | Indianapolis September 11 Wisconsin | Fox Valley September 11 Massachusetts | Boston September 16 Michigan | Detroit September 23 Pennsylvania | Philadelphia September 23 Sweden

Academy Courses

September 23 Australia | Adelaide

September 3 Dashboards for the Everyday User

September 24 Canada | Calgary | Montreal | Ottawa | Regina | Toronto | Vancouver

December 3 Dashboards for the Everyday User

September 24 Ohio | Cincinnati

Chapter Meetings

October 1 Kansas | Kansas City

August 19 Tennessee | Memphis August 20 Denmark

October 22 Florida | Fort Lauderdale/Miami | Jacksonville | Orlando | Tampa Bay

August 20 Georgia | Atlanta

October 28 Australia | Adelaide

August 20 Tennessee | Nashville

October 29 Alabama | Birmingham

August 21 California | Orange County/Irvine August 26 Michigan | Grand Rapids

Webinars

August 26 Washington | Seattle

August 19 Take Ten 10@10: VBA Tricks with Microsoft Excel

August 26 Australia | Adelaide

August 26 Your CRM Online Chat: What Are You Expecting from Microsoft Dynamics CRM Online?

September 2 Minnesota | Minneapolis/St. Paul September 3 Missouri | St. Louis September 9 Carolinas | Charlotte

August 26 Take Ten 10@10: Using the Hyperlink for Dashboards September 2 CRMUG Non-Profit SIG September 2 Take Ten 10@10: Surprise Microsoft Excel Tip! September 18 CRMUG Medic Friday: The Docs Are In!

Administrator Black Belt Training is now Available On Demand 24x7!

Visit www.crmug.com/blackbelt to Sign Up and Start Earning a Black Belt Today Q2/Q3 2015 | 7

R CR G UG M RM C G U MU M M C U R CR G C U C UG UG RM RM G C G MU M CR R C M R C UG U RM CR G C UG M G UG M RM C G U M R C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R C C G UG M RM C G U M U M RM C C U R U M R GC G U G M U R CR G R G C G MU M CR C UG U RM M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R C U C G U R M G C G U M R U G UG RM RM C G U M CR C M CR C UG U RM CR G C UG MU U M R C G U M R C G G U M R C G U M R R CR G UG M RM C G U MU M C G M C R C UG U R C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G UG M RM C G U M R C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R C G M U C G M R M RM C G U M CR C UG UG U R U U RM CR G C G MU M CR G R C G U M R C G U M M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R C U C G U R U MU R CR G UG M RM C G G U R C G M M C M CR C UG U RM CR G C UG MU U M R C G U M R C G C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG U R C G U C UG UG RM RM C G MU M CR R C C G UG M M C UG U RM R G UG RM RM C G U M CR C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R R CR G UG M RM C G U MU M U R C G U MU CR CR G UG M RM C G R G C G MU M CR C UG U RM M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C G M C G U M R M RM C G U M CR C UG UG R C G U M R U G UG RM RM C G U M CR C U R C G U M C

members welcome to our new members

Welcome to the new Members who have invested in CRMUG速 User and Partner membership this year! Each new Member adds value not only to their own organization, but also to the entire CRMUG community as they share their knowledge and experiences.

New User Members ACIS American College of Emergency Physicians American Marketing & Publishing, LLC Audimation Services, Inc. Audubon Engineering Big Brothers Big Sisters of Canada Cancer Treatment Centers of America Chemsultants International Inc. Choice Communications Corp.

Church and Dwight City Wide Maintenance Company, Inc. CliftonLarsonAllen COCC Coffman Engineers Comerica Bank ComRent International, LLC D+H DIgitek Computer Products

Durham Geo-Enterprises DVL Group Inc EMS Safety Services, Inc. Enersource Corporation Farm Credit Bank of Texas Ford Frazier Quarry Inc. Gaco Western LLC Genesee & Wyoming Inc. GLOCK, Inc. GLY Construction Grupo Gtd GS1 US GW&K Investment Management Haynes Mechanical Systems Inc Healthcare Strategy Group Heritage Bag Company Indiana Farm Bureau Indianapolis Neighborhood Housing Partnership Integrated Healthcare Strategies International Food Products

IRMI Lazard Leavitt Machinery Legal Aid Alberta Lightower Fiber Networks Lutheran Social Service ManTech International Manulife Financial Matrix Service Company McCutcheon Enterprises, Inc. Medxcel Global LLC Meridien Accents, Inc. MMBB Financial Services Morneau Shepell Navitus Health Solutions Northern Technologies International Corporation PAC Worldwide PAR Technology Paul Davis Restoration Inc. Paylocity Plovdiv University Protective Life Insurance Company

Randall-Reilly, LLC RBZ Robert Morris University SICK, Inc. Sodick Inc. Stonewall Kitchen Teradata The British Land Company PLC The Eventful Group The Icebox Cool Stuff Trans Ova Genetics Ultradent Products, Inc United Way of Central Indiana Universidad Anahuac de Oaxaca USA Rice Federation Washington Speakers Bureau West Pharmaceutical Services World Bank Group XTRA Lease YCAB Foundation Young Living Essential Oils Zachry Holdings, Inc.

The Portal Connector for Dynamics CRM The TM Group, Inc. Thomson Reuters

TMR Technology Turnkey Technologies, Inc.

New Partner Members BKD LLP CodeRight Inc Crowe Horwath LLP Introhive

8 | CRMUG Magazine

MSCRM-addons.com OneNeck IT Solutions QuantaCRM SADA Systems

R CR G UG M RM C G U MU M M C U R CR G C U C UG UG RM RM G C G MU M CR R C M R C UG U RM CR G C UG M G UG M RM C G U M R C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R C G U M R C G M M RM C G U M CR C UG UG U R U U RM CR G C G MU M CR G R C G U M R C G U M M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R C U C G U R U MU R CR G UG M RM C G G U R C G M M C M CR C UG U RM CR G C UG MU U M R C G U M R C G G U M R C G U M R R CR G UG M RM C G U MU M C G M C R C UG U R C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G UG M RM C G U M R C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R C C G UG M RM C G U M U M RM C U U RM CR G C G U G M U R CR G R G C G MU M CR C UG U RM M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R C U C G U R U MU R CR G UG M RM C G G G MU M CR C UG U RM C C M R C G U M R C G U U M R C G U M R C G C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG U R C G U C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G UG M RM C G U M R C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R R CR G UG M RM C G U MU M U R C G U MU CR CR G UG M RM C G R G C G MU M CR C UG U RM M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R M RM C C G UG C UG U RM R U G UG RM RM C G U M CR C U R C G U M C

members welcome to our new members

Meet one of our newest Members...

global manufacturer of pistols and The GLOCK GROUP is a leading

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CRMUG

Q2/Q3 2015 | 9

Small Business Accounting inside Microsoft DynamicsÂŽ CRM Products

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Rockton Connect, the powerful, scalable, easy-to-use, and already integrated accounting software for Microsoft Dynamics CRM. Rockton Connect for Your Role IT & Operations

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Auditing compliance enabled

rocNtoQcoQQect#rocNtoQsoItZare coP ‡ ZZZ rocNtoQsoItZare coP ‡ 52&.721

About

U M R C G U M R C G C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG U R C G U C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G M U G M R C U R C C G U MU R CR G UG M R U RM CR G C G MU M CR C UG G U M R C G U M R C G M C G U M R M RM C G U M CR C UG UG U M R C U G M U R CR G R G C G MU M CR C UG U RM M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R M U R C G U U MU CR CR G UG M RM C G G G MU M CR C UG U RM C C M R C G U M R C G U U M R C G U M R C G C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG U C G U M R C UG UG RM RM C G U M CR R C U R C G U U MU R CR G UG M RM C G G M U R C C C G C UG MU RM CR G UG M R U RM R C G U M CR C UG G U M R C G U M R R CR G UG M RM C G U MU M C G M C G R C UG U R C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG MU G M U R G M U R C C C G C UG MU RM CR G UG M RM

peers meet your crmug peers

Adam Rose COMPANY ImageSoft, Inc. TITLE sales support manager EMAIL Arose@ imagesoftinc.com

What’s the greatest benefit of the integration between Microsoft Dynamics CRM and Office 365?

I work on a sales team that is always on the go! Being able to work from anywhere on any device through Office 365 and Microsoft Dynamics CRM helps me and my team to better adapt to an ever-changing business environment and respond quicker to Customer needs.

What is one thing you learned this year on Collaborate that has been beneficial to your career?

The Get2Know CRM 2015 series has been absolutely wonderful for learning and understanding the new features and functionality of Microsoft Dynamics CRM 2015. I recommend for anyone interested to check out the recordings on Collaborate.

Juanita Ray COMPANY The Gorilla Glue Company TITLE IT applications systems specialist EMAIL Juanitaray@ gorillaglue.com

What’s the greatest benefit of the integration between Microsoft Dynamics CRM and Office 365?

Single sign-on and interoperability between apps.

What is one thing you learned this year on Collaborate that has been beneficial to your career?

Collaborate is a great resource for technical information, and I find the tips and tricks very helpful.

Nirav (Nick) Patel COMPANY Private TITLE programmer analyst EMAIL Nicksoft@live.com

What’s the greatest benefit of the integration between Microsoft Dynamics CRM and Office 365?

The integration opens the door for true productivity for cloud-related business operations.

I especially like the Power BI capability where powerful ad hoc analytics are possible. In my opinion, this integration is the big right step towards improving end-User productivity.

What is one thing you learned this year on Collaborate that has been beneficial to your career?

CRMUG® provides the perfect collaborative platform, and I have seen the real benefits of resolving ongoing business issues. It has helped tremendously to connect with peers based on preferences, and sessions such as “Ask the Experts” and Open Forums give speed to Microsoft Dynamics CRM projects.

11 | CRMUG Magazine

M R C G UG M RM C G U M G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R U R C G U U MU CR CR G UG M RM C G G U R C G M M C M CR C UG U RM CR G C UG MU U M R C G U M R C G G U M R C G U M R R CR G UG M RM C G U MU M C G M C R C UG U R C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G UG M RM C G U M R C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R C G M U C G M R M RM C G U M CR C UG UG U R U U RM CR G C G MU M CR G R C G U M R C G U M M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R C U C G U R U MU R CR G UG M RM C G G U R C G M M C M CR C UG U RM CR G C UG MU U M R C G U M R C G C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG U R C G U C UG UG RM RM C G MU M CR R C C G U M M C UG UG RM RM C G G U RM R C U

news c h a p t e r

ne w s

Up-and-Coming Chapter

PHOENIX Chapter Leaders Joe LaMantia

Gregory Lisiak

VP business development,

director, IS enterprise services

Scottsdale, Arizona office

Cancer Treatment Centers of

Magenium Solutions LLC Joe.lamantia@magenium.com

The June 10, 2015, meeting of the Phoenix/AZ chapter of CRMUG® signified the chapter’s official re-launch. With more than 46 existing Members, there was a lot of interest in participating in local faceto-face meetings, extending the networking and learning beyond the programming already available on www.crmug.com.

“The re-launch planning had several fits and starts, but eventually through sheer perseverance of a few local leaders and encouragement and support from Onika Allen, the national chapter director for Dynamic Communities, Inc., we got it off high-center,” says Joe LaMantia, VP business development for Magenium Solutions LLC and Phoenix chapter leader.

With a healthy and diverse roster of attendees, the Phoenix chapter is back in business. “The first meeting was a success and a much needed first step in the right direction. We had quite a few new Members participating as well as some returning Members,”

Chapter

HIGHLIGHTS 12 | CRMUG Magazine

America Gregory.lisiak@ctca-hope.com

continues Joe. “The plan is to continue to connect and engage with as many individuals and companies using Microsoft Dynamics CRM in the Phoenix area and continue to provide value-added networking and knowledge sharing.”

“I came with one mission in mind, to see the Phoenix chapter get off the ground and provide my team at CTCA with networking opportunities in the greater Phoenix area,” says Gregory Lisiak, director of IS enterprise services for Cancer Treatment Centers of America. “I’m extremely thrilled with the success of the meeting, and I’m excited to begin working on planning the next meeting, which is slated for September. My hope is that this is the start of something great, and I hope this grows into quarterly meetings in 2016 with active participation from the Partner community and ISVs.” For more info on the Phoenix/AZ chapter, visit www.crmug.com/ engage/chapter and search by “Phoenix”.

» The first meeting featured two case studies of Member use of Microsoft Dynamics CRM.

» All-around skill building, including: New product knowledge, ideas for increasing User readiness, learning about companion products, and focusing on the prep work required for updates and upgrades. » Updates on additional educational offerings, such as the CRMUG Medic Clinics and the benefits of attending CRMUG Summit.

M R C G UG M RM C G U M G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R U R C G U U MU CR CR G UG M RM C G G U R C G M M C M CR C UG U RM CR G C UG MU U M R C G U M R C G G U M R C G U M R R CR G UG M RM C G U MU M C G M C R C UG U R C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G UG M RM C G U M R C U M R U C G U R CR G U RM CR G C G MU M CR C UG G U M R C G U M R C C G UG M RM C G U M U M RM C U U RM CR G C G U G M U R CR G R G C G MU M CR C UG U RM M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R C U C G U R U MU R CR G UG M RM C G G G MU M CR C UG U RM C C M R C G U M R C G U U M R C G U M R C G C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG U R C G U C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G U M G U M R C

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Chapter to Watch

PHILADELPHIA Chapter Leader Joe Sznaza senior business integration analyst – specialty products/IT Church & Dwight Co., Inc. Joseph.sznaza@churchdwight.com

The Philadelphia chapter is bursting with Member knowledge this year, and at this rate, they won’t be able to get through everything they have planned!

“Our Q1 meeting was held at SEI in Oaks, Pennsylvania, and two of our topics – Microsoft Social Engagement and CRM On-premise vs Hosted – went over their allotted time,” says Joe Sznaza, senior business integration analyst for Church & Dwight Co., Inc. and Philadelphia chapter leader. “Since the conversation was so engaging, we actually didn’t have time for the Member presentation or any roundtable discussions! We easily could have gone on for another hour to two in regards to those topics.”

“We have topics for our Q2 meeting selected, but Q3 onward will be driven by what our participating Members would like to see,” says Joe. “I’m a firm believer that end-User attendees should be the ones requesting what they would like to see.”

CRMUG

» 42 Members, spanning User and Partner audiences » Upcoming meeting focus: Microsoft Power BI, administration tips and tricks, and data management

Chapter

HIGHLIGHTS

Q2/Q3 2015 | 13

U R U RM CR G C G MU M C G U M R C G U G C G U M R M RM C G U M CR C U U U RM CR G C G MU G R C G U M R C G M R C G U M R U M R C G U M C G C UG MU RM CR G U R G M C G MU RM CR C UG U R C G UG M RM C G R C U R C U MU R C R G U G M R G U G M M C M CR C UG U RM CR G U M R C G U M G U M R C G U R CR G UG M RM C G M M C U R C U C UG UG RM R G C G M M R C M R C UG U RM CR G UG M RM C G U M U C U R C G U RM CR G C G MU RM C G U M R C G U G C G U M R M RM C G U M CR U R C G U M

user member showcase

Microsoft Dynamics CRM Upgrade Journey GREGORY LISIAK COMPANY Cancer Treatment Centers of America® INTERVIEWEE Gregory Lisiak, director, IS enterprise services HEADQUARTERS Boca Raton, Florida PHONE 623-207-3951 EMAIL Gregory.lisiak@ctca-hope.com WEBSITE www.cancercenter.com ESTABLISHED 1988 MICROSOFT DYNAMICS CRM USER SINCE June 2007 NUMBER OF USERS 1,250 and Growing MICROSOFT DYNAMICS CRM UPGRADE JOURNEY Cancer Treatment Centers of America started on version 3.0 for Hope Book and upgraded to version 4.0 in 2009, then recently upgraded to Microsoft Dynamics CRM 2011 in November of 2014.

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C

ancer Treatment Centers of America (CTCA) is the home of integrative and compassionate cancer care. The organization never stops searching for and providing powerful and innovative therapies to heal the whole person, improve quality of life, and restore hope.

A Hopeful, Yet Complex, Integration Journey With more than 1,250 unique Microsoft Dynamics CRM Users, Cancer Treatment Center of America (CTCA) has split its CRM environment into three separate business areas and organizations. Each of the three separate CRM organizations is integrated through the use of complex workflows and integrations. CTCA Journey Book, with more than 1,200 Users, is the largest. Journey Book manages patient-related activities and follows patients through their journey at CTCA, tracking interdepartmental communications to ensure patient safety and continuity of care. Journey Book also ensures that every patient preference and outcome is understood in the context of his/her overall care program. CTCA Hope Book, with about 900 Users, facilitates patient acquisition. Finally, the Payer Relations CRM organization, with the smallest User base overall, is responsible for managing

payers and employer accounts and contracts.

“It all begins in Hope Book with patient acquisition. Once prospective patients go through a series of complex processes and workflows such as insurance verification and scheduling their first appointment, they then become a patient (Contact) in Journey Book, where they are followed through their journey at CTCA. Numerous non-clinical tasks and activities are managed from within Journey Book,” Says Gregory Lisiak, director of IS enterprise services at CTCA. “It’s a very sophisticated set of workflows and business logic from prospective patient to patient. We want to provide the best possible service to those dealing with cancer.”

Complex Workflow Evaluation Currently, CTCA has a highly customized Microsoft Dynamics CRM environment. Both the growth of the environment and some prior architectural choices have pushed the limits of the system. This has caused CTCA to realize the critical need for a better approach. Gregory’s advice for organizations evaluating complex workflows is this: “First and foremost, make sure you evaluate the level of complexity you’re building in with customizations and determine if those customizations will potentially impede future

upgrades. If you leverage too much custom code, you will not be able to quickly adapt to a changing business climate.”

Although CTCA has a number of custom programs and integrations to make sure Hope Book and Journey Book stay in sync, Gregory recommends trying to resist the temptation of custom development. “Challenge yourself to truly understand the business’s need to customize the software versus configuring out-of-the-box functionality. Look for opportunities to leverage integration tools or consider business process changes, recognizing that doing so may trigger an uncomfortable or difficult conversation. The risk may very well be worth it.”

In its own integration journey, CTCA has learned the importance of maintaining documentation that is readily available and frequently reviewed.

Gregory explains, “Conduct exhaustive testing to check for upstream and downstream software integration issues.”

With such a large User base and a complex set up, CTCA has seen its share of obstacles.

That said, CTCA continues to move forward. In fact, the organization is currently undergoing a reimplementation of its Payer Relations system, upgrading to Microsoft Dynamics CRM 2015. “We look to use this project to define best practices and achieve full User adoption as we begin to rebuild

our entire CRM application portfolio. This will pave the way for future Hope Book and Journey Book enhancements,” Gregory shares.

CTCA is actively seeking guidance from Microsoft and its Microsoft Dynamics Partner this time around to ensure the new Microsoft Dynamics CRM 2015 environment is a stable foundation for its needs and requirements. “I strive to ensure that my team is involved every step of the way. I am laser-focused on aligning the solution with our vision and business strategy,” Gregory explains.

Bringing the Arizona (Phoenix) Chapter Back to Life!

After looking for upcoming meetings in his area, Gregory learned the Phoenix committee had disbanded, so he got involved at the beginning of 2015 to bring the chapter back to life. CRMUGPhoenix now has a completely new leadership team and held its first meeting in June 2015 with a great turnout and valuable discussion. “It’s so helpful to understand other Users’ pain points and needs with Microsoft Dynamics CRM,” Gregory concludes. “It’s a great opportunity for teams to collaborate around the platform and get to know each other to collaborate on issues down the road.”

CRMUG

“It’s so helpful to understand other Users’ pain points and needs with Microsoft Dynamics CRM.”

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U R U RM CR G C G MU M CR G U M R C G U G C G U M R M RM C G U M CR C U U U RM CR G C G MU G R C G U M R C G M R C G U M R U M R C G U M C G C UG MU RM CR G U R G M C G MU RM CR C UG U R C G UG M RM C G R C U R C U MU R CR G UG M R G U G M M C M CR C UG U RM CR G U M R C G U M G U M R C G U R CR G UG M RM C G M M C U R C U C UG UG RM R G C G M M R C M R C UG U RM CR G UG M RM C G U M U C U R C G U RM CR G C G MU RM C G U M R C G U G C G U M R M RM C G U M CR U R C G U M

feature

story by Steven Foster, Intergen illustration by Shawn Olson

I

n the latest release of Microsoft Dynamics CRM Online, a large focus has been on increasing productivity through deeper integration with the Office 365 products. One of these investments has been with Microsoft OneNote. OneNote is a great tool for capturing all sorts of notes, from meeting notes, to actions, to pictures, to, well, the list goes on and on via any device. So imagine the ability to take ad hoc notes and seamlessly link them to the appropriate Microsoft Dynamics CRM record be it an account or opportunity or case. No more hidden notes in emails, description fields, or appointments; it’s all discoverable.

So why integrate With OneNote?

OneNote is a well-established tool that enables people to take notes, collaborate, capture ad hoc conversations, and embed voice and photos of whiteboards, all while being fully accessible on any device.

If we look at traditional CRM systems, when it came to taking notes or capturing the outcome of a meeting, we were left with wondering what to do with the notes. Do we attach them as a note? Do we summarize using a text box field? Do we implement a web resource to invoke a rich text editor in CRM? Often, though, these notes were never updated in CRM, leaving a hole in the interaction, probably the most important interaction.

To demonstrate the value of this productivity enhancement, let’s take a simple example. I am a salesperson going to meet a client regarding a new opportunity to deliver some services and implement a new product. I know I will be asking plenty of questions and taking notes, and I am sure the whiteboard will be used to draw examples. So how does this play out with Microsoft Dynamics CRM and OneNote?

16 | CRMUG Magazine

I open the Microsoft Dynamics CRM app on my tablet. I bring up my opportunity and review the Customer details.

I click on the OneNote link and start taking my notes in OneNote.

I can draw pretty pictures, write some notes, and do what I need to do.

I complete the appointment record against the opportunity.

My pre-sales team can immediately review my notes from the meeting.

So as you can see, it’s a seamless experience for me and my team. I wrote notes in a tool meant to write notes in, and gained many benefits, including: » Based on security access, everyone who needs to see my notes can, in the context of the record. » I can work on any device anywhere, seamlessly. » OneNote notes are stored in SharePoint, so there is no storage impact on my Microsoft Dynamics CRM Online. » I can take photos, draw pictures, record videos, type notes; I am not restricted by a field or the size of a field. » I can collaborate real time with other Users in OneNote. » Users do not need access to Microsoft Dynamics CRM to contribute to OneNote. » I can utilize other tools that are integrated with OneNote (IFTTT.com provides many simple tools to help empower OneNote Users).

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How do we set this up? What do I need to know?

Okay, so you get the point: Microsoft Dynamics CRM + OneNote = Productivity. What next? It is simple, really, if you meet the following criteria: Âť You have Microsoft Dynamics CRM Online, with the latest Update 1 applied.

t *G ZPV BSF B OFX $VTUPNFS XIFO ZPV DSFBUF B USJBM JOTUBODF PG .JDSPTPGU %ZOBNJDT $3. you will be on this latest update.

t *G ZPV BSF BO FYJTUJOH $VTUPNFS TDIFEVMF ZPVS JOTUBODF UP CF VQEBUFE WJB UIF 0ÄŠDF admin center. Âť You have SharePoint connected to Microsoft Dynamics CRM, either online or on-premise

t 0OF/PUF mMFT BSF TUPSFE JO 4IBSF1PJOU VTJOH UIF EPDVNFOUT BSFB If you meet this simple criteria, you can get going. To start using OneNote integration, follow these simple steps:

18 | CRMUG Magazine

STEP 1

Decide which entities you want to enable OneNote Integration for (Accounts, Opportunities, Cases, etc.).

STEP 2

Open “Customize the Systemâ€?, and for each entity, make sure the Document Management and OneNote Integration ags are checked. Publish the changes.

STEP 3

If you have already enabled SharePoint integration, skip this step. Otherwise you need to enable SharePoint Integration via Settings > Document Management.

STEP 4

Finally you now need to select the entities in which you want to enable OneNote integration for. Navigate to Settings > Document Management and select OneNote Integration.

Now select the entities and click Finish. You have now configured OneNote Integration.

STEP 5

Once you have enabled OneNote, to create your first connected OneNote section, open up the record and ensure a document library has been created, then in the social panel, click on the new OneNote tab, and a OneNote file named Untitled will be created. Open this up and start creating your notes.

How are the files stored and linked?

The OneNote files are stored in SharePoint within the document library for the record. For each record where you initiate OneNote, a new Notebook will be created. In the social panel, sections of the OneNote notebook are displayed individually.

Summary Bringing the power of OneNote together with the structure of Microsoft Dynamics CRM enables individuals to work within the tools that are best suited to the job while being connected to the context of the Microsoft Dynamics CRM record. OneNote enables collaboration and sharing of information, and it enables Users to work smarter while reducing the duplication of data entry and the complexity of sharing insights amongst their teams.

CRMUG Steven Foster, a Microsoft Dynamics CRM MVP, is the Microsoft Dynamics CRM product and marketing manager at Intergen. He can be reached at https://nz.linkedin.com/in/stevefoster. His Twitter handle is @FozzyNZ, and his blog can be found at www.nakedcrm.com.

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Make Your Own Rules

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Have Chapter Questions?

We Have Chapter Answers!

Most importantly, how to find YOUR chapter and get involved…PRONTO! If you’ve heard great things about chapter meetings and are starting to feel left out, don’t fret! The chapter page at www.crmug.com/chapter will get you hooked up with the right chapter and virtual community within minutes!

1

Find a Local Chapter Meeting

What is a chapter meeting? Chapter meetings are where fellow Microsoft Dynamics CRM Users and Partners gather in person to learn from each other and increase their Microsoft Dynamics CRM skills – and they have a little fun! » Visit www.crmug.com/chapter. » Click the “Find A Local Meeting” button. » Click under the Tags for your region to see a list of upcoming meetings in your area OR type your state or country in the Keyword Search box. » Select your meeting from the search results, and click Details to get signed up!

Don’t see a meeting scheduled for your area? Contact Onika Allen (Onika@crmug.com), chapter director, to start one up!

1

2

Join Your Virtual Community

What is a virtual community? Virtual chapter communities keep you connected with your fellow chapter Members between meetings. Use the communities to build relationships, ask questions, share materials from past meetings, or suggest topic ideas to your chapter leaders. » Visit www.crmug.com/chapter. » Click the “Find Your Virtual Community” button and type your state or country in the Search Chapters box. » Select your community and start engaging with chapter Members…now! CRMUG

2 Q2/Q3 2015 | 21

topic on

1

...with CRMUG® Members CRMUG reached out to a few of your peers and asked them the following question: Of all the Microsoft Office capabilities with Microsoft Dynamics CRM, what is your favorite and why?

Here’s what they had to say…

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1

Art Small solution architect Zero2Ten (an Edgewater Fullscope Company) Art.small@zero2ten.com

I love the new capability to edit lists in Microsoft Excel imbedded in the Microsoft Dynamics CRM Online window. It is an excellent merger of the traditional Excel integration that maintains the look/ feel that Microsoft Dynamics CRM Online Users expect.

2

Britta Scampton systems design engineer, Microsoft Dynamics CRM MVP BGM TruNorth Wealth Partners Bscampton@bgmtrunorth.com

As a Microsoft Excel nerd, my favorite out-of-the-box integration is between Microsoft Dynamics CRM and Excel. CRM is about your data and what you can do with it. The ability to import, export, and analyze makes Microsoft Dynamics CRM data come alive.

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3

Kylie Keyzer global product manager Wells Fargo Kylie.e.keyzer@wellsfargo.com

The ability to synchronize appointments between Outlook and Microsoft Dynamics CRM is a huge timesaver and has improved the accuracy of our reporting.

4

Kylie Kiser supervisor, CRM system Kylie.kiser@ricedelman.com

5

Mike Hammons sr. director, solution architects Infinity Info Systems Mhammons@infinityinfo.com

Advanced Find. Once you understand your Microsoft Dynamics CRM system, you can use Advanced Find to isolate any group of records you need. It is very powerful and is accessible to all Users!

There are so many now, it’s really hard to choose just one. I would have to say for overall usefulness and productivity boost, it’s the new Excel immersive experience (the feature known as “Open in Excel Online”). I love being able to open a view of records inside of Excel right from the browser. This is fantastic for doing a few quick calculations. And for those Users that need to quickly make updates to multiple records, it’s a huge timesaver.

Congratulations to Patrick Wright of Cherry Bekaert LLP for winning the Q1 2015 Word

Academy

Find. Your prize is in the mail! Below are 25 words that relate to the topics and theme in this

Barry Harvey

®

issue of CRMUG Magazine. These words can be found in the grid horizontally, vertically, diagonally, backwards, and forwards. Submit your completed Word Find for a chance to win

Business Processes Cindy Stephenson

a gift certificate; simply scan and email your entry to Wordfind@crmug.com.

Collaborate

A C A D E P U B L I C S E C T O R N T L L O C U S

E T Y S A E N E S E T S U J L E H S I M R T S S H

M I C R O S O F T D Y N A M I A C S P E N E N I K

M S B U S I N E S S P R O C E S S E S T R D S N N

R E U S I N O S N E H P E T S Y E Y A S N I A G O

C V S B M E M N O I T A R G E T N I N N E S E T W

S I S U B S E S S E C O R P C E H R D A T C D H L

C E I E S K C I R T D N A E I R A O T T A O I E E

I N N R A G O M O F F I C S N R R T R U R V N P D

M I E C S D L I E A C A P A D I V I I M O E E O G

A D T A E E L M S M D E O C Y T E R C A B R V W E

N C S E V L A A U S B M W W S O Y R K D A I E E M

Y E S D E T Y N M E A E E O T R B E S A L N S T E

D A P I I W E Y O C C A R H E Y A T N N L G P I M

T S R M N O V D N T O R B S H O W C A S O T O P U

F Y M D I N R E E H Y R R A B Y M E D A C A W S T

O U O E S K A H N F F O M R C S C I M A N Y D C A

S T C E S S H T O S E C T O R I D E A S T R R O N

O E C I N D Y S T E P H E N S O N S K C I M N R N

R R T R I C R K E P R O C E S S E S D I U S O C A

C R P O W E R B I I M N E S E T S U J G S U M I D

I I C O L L A M I C R O S O F T D Y N A M I C M A

M T E T O N B E A S E C I F F O T F O S O R C I M

N O C I M A N Y D E H T G N I R E V O C S I D T I

B U S I N E S S U S I N G T H E P O W E R S U M M

CRMUG CTCA Discovering the Dynamic EasyTerritory Integration Knowledge Madan Natu Members Microsoft Dynamics CRM Microsoft Office Mishel Justesen OneNote Power BI Public Sector Seven Ideas Showcase Summit Tips and Tricks Users Using the Power

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MU RM CR C UG MU RM CR G C UG M C M R C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M RM C G C U MU R U C R G R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U M R C G U M CR C UG U RM R C G MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G M G M M R U G M C G U M R R C G U C R G U M M C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U G R M U G M U R C R U C G M RM C G U M R C G UG M RM C G U M CR C UG U RM R C G MU M CR C UG U RM CR G C G MU RM CR G C UG MU RM CR G C UG MU RM CR U M R C C G U M G U R C G R M U G U R G M M C R U G R M U C U R G M C U C R G G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U M R C G U M CR C UG U RM R C G G M U R C G U G M R C G U M R U C U M R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG G M G M M R U G M C G U M R R C G U C R U M C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG C G UG M RM C U M R C G U M R C G U M R C G U M R C G U M R C G U M R U C R G U R U G U M G M R C G M U G M C G U M R R C G U M R U R C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR U M R C C G U M G U R C G R M U G U R G M C R U G R M U G UG M RM C G U M R C G UG M R C G U M CR C G U RM R C G U M CR C UG U RM CR G C G MU M CR C UG G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG M G R M C G M G M U G M C G U M R R U C R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM G R M U G M U R C R U C G M RM C G U M R C G UG M RM C G U M CR C UG U RM R C G MU M CR C UG U RM CR G C G MU RM CR G C U U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U R G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U M R C G MU RM G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R M G R M C G M U G M U R G C R U C G R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C G R M U G M U R C R U C G M U C R G C U R M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C G U M R C G MU C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U M C G M U G M U R C R U C G U MU R CR G UG M RM C G U MU CR C UG UG RM R C G MU M CR C UG U RM CR G C G MU RM CR M G R M C G M U G M U R C R U C G M U C R C G U C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C G U RM R C G M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG M U R C G M U G M U R C R U C G U R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M C M C G M U G M U R C R U C G U M C R C U U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C G U RM R G C G M R C G U M R C G U M R G R M C G M U R C U C G M C G UG M RM C G U M R C G U M R C G U M R C G U M U R C U R R CR G G MU M CR C UG U RM CR G UG M RM C G C U MU R CR G UG M RM C G U M U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM C M C G U G M U R C R C G U MU R CR G UG M RM C G U MU CR C UG UG RM R C G MU M CR C UG M G R M C U G M U C R C G M R U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM M U R C G U G M U R C R C G U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M G R M C G M U R C C G M C G UG M RM C G U M R C UG U RM CR G C U R C U R R CR G G MU M CR C UG U RM CR G UG M RM C G C U MU M U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM R M RM C G U M CR C UG UG RM RM G C G MU M CR C U C G U M R U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M U C G R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C M C G M U R C U MU R CR G UG M RM C G U MU CR C UG UG R G M M R U R C G C C G C UG MU RM CR G UG M RM C G C U MU CR C R M RM C G U M CR C UG UG RM RM G C G MU U R C G M U C G UG RM RM C G U M CR C UG UG RM R G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G U M C G M U R C U MU R CR G UG M RM C G U MU CR G M M U R C G C C G C UG MU RM CR G UG M RM C G C R M RM C G U M CR C UG UG RM R U M R C C G U R G UG M RM C G U M R C UG U R C G U M R C R CR G UG M RM C G U MU C M U R C G U MU CR CR G UG M RM C G G M U R C C G C UG MU RM CR G UG M R M RM C G U M CR C U U M R C G U R G UG M RM C G U M U R C G C R CR G UG M RM C M U R U M CR C G UG C

microsoft member showcase

Madan Natu, principal lead program manager

M

Having one

workspace

where

colleagues

can have

conversations

through

Yammer

or Outlook

means that

all the data,

conversations,

emails,

appointments,

and

documents

are in one

place.

24 | CRMUG Magazine adan Natu joined the Microsoft Dynamics CRM team three years ago after working for eight years on the platform team of Microsoft Dynamics AX. Prior to that, he worked on supply chain management and ERP software. His career has centered on business applications, and his original charter with the Microsoft Dynamics CRM team was to lead integration to Microsoft Outlook and Exchange. He now owns the overall Office integration for Microsoft Dynamics CRM, and his focus is bringing that integration to all devices to help improve end-User productivity.

CRMUG® sat down with Madan to discuss current capabilities and the product roadmap for Office integration.

CRMUG: Let’s talk a little about the Office integration to Microsoft Dynamics CRM. The first things to come in were Export to Microsoft Excel® and Mail Merge in Microsoft Word, then Microsoft SharePoint® using document management and the Outlook client. What’s next?

Madan Natu (MN): We’ll continue to look at where we can improve in Outlook client as well as overall Office integration. For example, we recently invested in our configuration wizard experience for Outlook client as Users had reported some challenges. We are also bringing forth improved troubleshooting for configuration of Outlook client and server-side synchronization between Microsoft Dynamics CRM and Exchange.

As we look into specific areas where we can add value, our focus has shifted to deeper integrations with Office. Our first priority is tracking of Customer and prospect communication through Exchange and Outlook. Our recent release of a preview of a Microsoft Dynamics CRM app for Outlook is a significant step in the direction of bringing tracking to mobile devices.

In Microsoft Dynamics CRM 2013 Service Pack I, we introduced native server-based integration for SharePoint using SharePoint APIs and native grid control.

Also, there are Power BI reports and dashboards for sales, marketing, and customer service. We are also innovating with Office Graph to help salespeople or customer service representatives get insight into related cases, related opportunities, or related documents or Knowledge Base articles. Our future roadmap includes bringing predictive and relationship intelligence to Microsoft Dynamics CRM through Office Graph and Azure Machine Learning (ML). We will continue to innovate with other Microsoft innovations including, but not limited to, Azure ML and Cortana.

CRMUG: You mentioned a focus on providing value. How do you define that?

MN: We think about sales productivity as our primary goal. We want to improve on all touchpoints where Office adds significant value to salespeople in closing a deal, whether that is through a Skype for Business call, generating a quote, or creating a proposal.

We already have support for those scenarios, but a lot of steps are required to complete those tasks. As such, we are working to streamline that experience, and in the process, enhance sales productivity.

Another focus area for adding value is bringing our Office integration story to mobile devices. Our mobile story was limited to our offline support in Outlook. However, the Microsoft Dynamics CRM app for Outlook and server-side sync is a game changer for advancing our mobility story. We are also bringing document management to devices in our upcoming release.

When it comes to value, we are always engaged with the Office team to understand their roadmap and how their innovation in future versions of Office can help our Users to address pain points and improve productivity.

CRMUG: One challenge that Users often have is that they have regular Microsoft Dynamics CRM Users as well as colleagues who don’t use Microsoft Dynamics CRM but need access to the information. Is there anything coming that can help those teams with their collaboration?

MN: That is a common scenario for sales team collaboration, and the Office team started thinking about unification across Yammer, SharePoint, and Exchange for that purpose. We invested to bring a preview of our Office 365 groups for sales team collaboration scenarios in our Microsoft Dynamics CRM 2015 Update 1. The end result is that Office 365 group members who are not Microsoft Dynamics CRM Users can still collaborate with the sales team to help them close deals.

If we dig deeper on the topic of collaboration, Users can now do what-if analysis in Immersive Excel.

CRMUG: Let’s talk more about the performance aspect of the integrations. How will these integrations make life easier for Users?

MN: We are making sure that all our integrations scale for enterprise Customers. We have invested heavily in the performance and stability of Outlook client as well as performance improvements for server-side synchronization with Exchange. We have improved error handling and dashboards to improve troubleshooting in high-scale scenarios.

We started the journey with simple integration for Export to Excel and Word Mail Merge. We want to build an immersive experience

for our Users so that they do not need to switch apps. We started on that journey with Immersive Excel. Our Users can easily take notes in OneNote and get the preview in Microsoft Dynamics CRM. We will continue to bring the immersive experience with Skype for Business so that the Users can share presentations and chat with colleagues while making a call and have all relevant information such as cases, opportunities, and contacts available side by side.

CRMUG: What advice do you have for Users with regard to integration training?

MN: First look to your Partner for guidance since they have implementation experience. Our Customer Center and online help are also great resources. We recently published an e-book on Outlook client, and we are planning another for our Office integration.

CRMUG: Anything else you want to share with our readers?

MN: There are many possibilities on the horizon, and our future strategy is all about building an immersive experience with Office and bringing all-new Office and Microsoft innovation to improve endUser productivity.

CRMUG

www.microsoft.com/convergence

Where business meets possibility.

Discover the solutions, the connections, and the inspiration to take your business to the next level. At Microsoft Convergence, you’ll hear from visionary leaders who are blazing new trails and will challenge you to think about your business in news ways. Get an insider’s look at innovations that address your business challenges. Share insights with colleagues from around the world, and make connections that will last long after the event.

Barcelona, Spain 30 November–2 December Register before 18 September to save €300

New Orleans, Louisiana April 4–7 Save the date!

Q2/Q3 2015 | 25

U R U RM CR G C G MU M CR G U M R C G U G C G U M R M RM C G U M CR C U U U RM CR G C G MU G R C G U M R C G M R C G U M R U M R C G U M C G C UG MU RM CR G U R G M C G MU RM CR C UG U R C G UG M RM C G R C U R C U MU R CR G UG M R G U G M M C M CR C UG U RM CR G U M R C G U M G U M R C G U R CR G UG M RM C G M M C U R C U C UG UG RM R G C G M M R C M R C UG U RM CR G UG M RM C G U M U C U R C G U RM CR G C G MU RM C G U M R C G U G C G U M R M RM C G U M CR U R C G U M

feature

Discovering – and Using the Power of – the

Dynamic

story by Malcolm McAuley, Big Brothers Big Sisters of Canada

26 | CRMUG Magazine

L

ike many organizations, our Microsoft Dynamics CRM implementation is full of data. With 115 business units and more than 800 Users, there is a great deal of information being poured into the system daily. After about a year of work to get everyone on the same page in terms of data integrity, we turned our attention to using that data to inform business decisions.

We started by exploring some of the out-of-the-box components of the solution: Views were good, charts brought interesting visibility, and dashboards were helpful to bring data from various parts of the system onto one screen. This was all great, but the novelty wore off quickly, and Users wanted more.

Evidently, Users wanted to be able to track more detailed information. The insights of what was happening in the “now” were good, but they had an appetite for trends and comparatives on a variety of metrics and statistics.

This was around the time the terms “big data” and “dashboards” started to emerge in mainstream vocabulary. They were everywhere, and we started getting questions about what we were doing to understand our big data and how we could do more analysis.

As it turns out, what Users were looking for, as cliché as this may sound, was dynamic data.

After some research and trial and error, we uncovered the gold mine that is dynamic reporting. While I’d exported advanced finds enough to make even the biggest data hound shudder, I realized I’d never read up on the “Dynamic PivotTable” or “Dynamic Worksheet” options.

After some research, it sounded as though this might be a good route: Export your data, configure as you wish, and then simply refresh from within Microsoft Excel – you don’t even need to open Microsoft Dynamics CRM to get it once it’s been set up. It sounded too good to be true! Being someone who has always enjoyed dabbling in Excel and playing around with formulas, charts, and pivot tables, this seemed like an attractive option. So, we started small and exported a small dataset with some dates and general data and got to work.

Gold mine?! This was more like looking for stones to skip in the water and finding a wealth of diamonds! Within minutes we were able to generate what Microsoft Dynamics CRM was able to do through views and charts, but with the inclusion of a few basic formulas and filters,

Q2/Q3 2015 | 27

we could make the data sing. Layer in some data slicers and a few other Excel features, and we were staring at a comprehensive breakdown of data from Microsoft Dynamics CRM that had the power to fuel discussions and allow us to really understand what was happening in our world.

While this feature does require the User to have Microsoft Dynamics CRM for Outlook configured as well as have some comfort in Excel, there are plenty of resources available online to help harness its potential. There are many videos of how to build a pivot table, or how to insert formulas, among other things. Personally, I keep a list of common formulas in…wait for it…Excel to refer to when needed. Trust me when I say that investing some time in Excel tutorials is well worth it – it’s extremely powerful! The ability to click one button and have the data refresh from Microsoft Dynamics CRM is truly priceless.

We’ve been able to save many, many hours of time leveraging dynamic worksheets. We’ve started looking at trends that matter to our business in real time to understand what’s happening across the country.

While we could do this before, the data had to be collected manually from all offices and translated into a common format before we could begin analysis. It was a tedious, arduous task and, worst of all, most often by the time analysis was complete, it was fair to assume those trends had shifted, and we’d have to start over. Inefficient is likely an understatement. Dynamic worksheets allowed us to set the reports and circle back to them whenever we wanted. It provided unprecedented visibility into our data, and we’ve never looked back.

From a national perspective, this has been incredibly valuable as we are able to look at who is participating in our programs in different ways. It helps us understand who we appeal to and, equally as important, who we don’t. This leads to natural discussions in how to reach segments of the population we could serve but aren’t, and how we might do that. It helps our marketing, as well as our training, focus for staff across the country. It enables discussions about things we never knew were an issue because we simply couldn’t see the data in that way. As we are expanding our system into the collection of donor data over the next year, we are already salivating at the prospect of greater insights into our donors and donation information.

Using dynamic worksheets has even enabled a common reporting format for all offices in one province that rolls up to their provincial government! That’s a significant improvement over the previous process of each office sending data in its own format. Now there is one report that can be updated and run by one person, and then sent off on behalf of every office. It’s the perfect example of win-win as it saves us time, brings consistency to our reporting structure, and saves their government time in not having to decipher various reporting styles.

We also use these reports for ongoing performance management efforts. The reports can be run by a central location at given intervals to understand key trends in service and ensure specific KPIs are met by offices. Again, this is something that just wasn’t possible before this tool was discovered.

But all of that pales in comparison to the time savings achieved by using such sheets. We use one Microsoft Dynamics CRM database across the country, segmented by business units and security roles, to keep data aligned with the correct offices. This means reports can be shared across the country so offices can see their own data and trends for themselves. It means they no longer need to have an in-house Excel nerd specialist to create such reports. It means we can have consistent measures being used by offices from coast to coast to coast. Most importantly, it means instead of trying to get the data lined up how they want it, they can be strategically focused on the issues at hand and spend more time focusing on the children they serve.

Dynamic worksheets has been invaluable to our organization as a whole. It brought the data from our fingertips and into our hands, where we can delve deeper and make informed decisions on key business issues. All of this means we are able to serve more children, and serve them better, and that’s our bottom line.

CRMUG Malcolm McAuley is the director of information systems for Big Brothers Big Sisters of Canada. Malcolm can be reached at Malcolm.mcauley@bigbrothersbigsisters.ca.

28 | CRMUG Magazine

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Full offline capability Barcode scanning Photo & signature capture Map & navigation SharePoint integration Email tracking

U R U RM CR G C G MU M CR G U M R C G U G C G U M R M RM C G U M CR C U U U RM CR G C G MU G R C G U M R C G M R C G U M R U M R C G U M C G C UG MU RM CR G U R G M C G MU RM CR C UG U R C G UG M RM C G R C U R C U MU R CR G UG M R G U G M M C M CR C UG U RM CR G U M R C G U M G U M R C G U R CR G UG M RM C G M M C U R C U C UG UG RM R G C G M M R C M R C UG U RM CR G UG M RM C G U M U C U R C G U RM CR G C G MU RM C G U M R C G U G C G U M R M RM C G U M CR U R C G U M

feature

7

Ideas to Save Time and Increase Your

1

Give Us 10 Minutes, and We'll Give You Stellar Excel Tips!

In the CRMUG Take TEN@10 Excel Series, expert Belinda Allen delivers 10-minute tips and tricks on Microsoft Excel.

With all the business intelligence (BI) and reporting options available to us, Excel still rocks the house as number one.

Why? It’s easy to learn, familiar, and interacts powerfully with Microsoft Dynamics data. I consider myself fairly advanced in Excel use, and I’m getting some awesome value from Belinda’s 10-minute tips! » Excel Camera Tool » Rows, Columns, and Custom Button – Oh My! » Signature Lines and Screenshots » Use SQL in Excel to Access Your Microsoft Dynamics Data! » Using Power Query to Read Files from a Folder » VBA Tricks » Using the Hyperlink for Dashboards (catch it live on August 26) » Surprise Excel Tip! (catch it live on September 2) » Inquire Add-in » Apps for Office » Check out the TEN@10 Excel Series live sessions at www.crmug.engage/webinars (and the on-demand recordings of all sessions) at www.crmug.com/engage/ recordings.

Microsoft Dynamics

CRM ROI 30 | CRMUG Magazine

story by Laura Hoverson, CRMUG program coordinator This article is part of Laura’s weekly CRMUG® programming roundup blog. Sign in to www.crmug.org and check out the blog series at www.crmug.com/blogs/laura-hoverson.

3 2 4 The power of CRMUG is in your

hands and those of your fellow Users and experts!

Find Resources

By Role, Industry, or Specialty Topic

More than 700 readers have checked out the roundup blog, Top 10 Habits of Successful CRM Administrators. There will be similar blogs coming for other roles, so I hope you’ll keep an eye out and let me know what you think when they are published. There are so many great benefits of CRMUG; here are a few ways for you to quickly tap into the valuable resources available by role, industry, and specialty topic! » Special Interest Group (SIG) communities: Join Microsoft Dynamics CRM Users who share a common role, interest, or industry to share ideas, information, and experiences. This is an excellent place to get answers to your questions, discuss, and learn from other Users and experts! You’ll find the SIGs at www.crmug.com/ engage/sig. » Webinars: Go to the CRMUG webinar page (www. crmug.com/engage/webinars) and click on the tag(s) of interest to filter the list. This might seem selfexplanatory, but it’s a powerful way to drill down quickly to the content that’s relevant to you. The same functionality exists on the CRMUG Academy page (www.crmug.com/academy) as well. » Website and RSS feed updates: You can now subscribe to RSS feeds for topics of interest to you. Look for the icon on the Chapter, Webinars, Academy, and All Events pages. I subscribed to the Webinars RSS feed, and I can easily see upcoming webinar titles and descriptions with direct links to the webinar registration page. This is a great way to save time and see what’s coming of interest to you and your team!

Local chapter meetings: I attend quarterly CRMUG chapter meetings in Fargo, North Dakota, and they always provide me with several valuable takeaways to help me in my role using Microsoft Dynamics CRM. Visit www.crmug.com/engage/ chapter to register for your local chapter meeting and join your virtual chapter community to take in great discussions, learning, and networking with local Microsoft Dynamics CRM Users.

CRMUG Summit

Are you looking for ways to connect in person with subject matter experts who can save your company time and money? Want to discover best practices for your industry and job role? Don’t miss CRMUG Summit 2015! Last year was my first annual Summit, and I can’t wait for this year! There is enormous value with more than 150 sessions organized by tracks across roles and specialty topics. Don’t miss the in-depth breakout sessions, group discussions, and networking led by Microsoft Dynamics CRM Users and experts to help you realize the true potential of your Microsoft Dynamics CRM investment! Check out the sessions and register today at www.crmugsummit.com.

Get Answers to Your Microsoft Dynamics CRM Questions now!

I would have loved to have been a part of a User Group like CRMUG in my former profession as a higher education ERP User. The power of CRMUG is in your hands and those of your fellow Users and experts! We have many options to get quick answers to burning Microsoft Dynamics CRM questions: » CRMUG online community discussions: More than 23,000 of our peers participate in the online community.

Browse and post discussions in the open forum and communities by role, interest, location, and more! » Ask the Experts and roundtable webinars: Take an hour to join one of these webinars, and you’ll get answers to your specific Microsoft Dynamics CRM questions from subject matter experts, Microsoft Dynamics CRM MVPs, and Users like you. Topics are added daily, and current, relevant webinars are available by clicking tags such as CRMUG Medic Friday and Microsoft Dynamics CRM Online. » Local chapter meetings: Every meeting I’ve attended has had valuable roundtable discussions with Microsoft Dynamics CRM experts and Users in my role. Check out the list of upcoming meetings in your area, and register now to participate!

Q2/Q3 2015 | 31

5

CRMUG exists because of volunteers like you who “pay forward” their knowledge and experiences to help others grow as Microsoft Dynamics Users Ondemand Resources

CRMUG webinars are recorded and shared in the Recordings Library, and you and fellow Members can watch when it best fits your schedule. Browse more than 200 webinars (and counting) by role, industry, and specialty topic. You can also search by specific keywords to find relevant recordings.

Certain recordings, such as our great Partner Showcase webinars, Microsoft Dynamics CRM 2015 resources, and CRMUG Information and Orientation sessions, are available to anyone, whether or not you’re a CRMUG Member! Be sure to also check out the public recordings library with many valuable resources. Navigate to your desired recordings at www.crmug.com/engage/recordings.

6

Save 50 Percent on Academy Training

Through CRMUG Academy, you have all the benefits of on-site training without the travel and expense. Learn from expert instructors, and explore concepts in-depth with practical content in a hands-on, interactive training environment. Want to SAVE 50 PERCENT on each course registration? Sign up for a CRMUG Membership at www. crmug.com/join!

32 | CRMUG Magazine

and Partners.

7

Volunteer to Increase Your Knowledge, Strengthen the User Group, and Connect with Users Like You

CRMUG exists because of volunteers like you who “pay forward” their knowledge and experiences to help others grow as Microsoft Dynamics Users and Partners. As you prepare and share your expertise, you will grow your knowledge and skills, deepen your relationships with experts and Users like you, and help increase the depth of knowledge and strength of the CRMUG community. Learn more and hear CRMUG All Star Britta Scampton share her experience and development journey as a CRMUG volunteer at www.crmug.com/engage/volunteer.

I hope you’ve enjoyed this list of seven ideas to save time and increase your Microsoft Dynamics CRM ROI with CRMUG. I would love to hear your ideas on how you get the most out of your CRMUG participation! Contact me at Laura@crmug.com.

CRMUG

NAME THAT PHOTO

CONTEST

The doctor is in! What do you think this CRMUG Medic was most commonly asked at CRMUG® Summit 2014?

Q1 CONTEST WINNER: Denise Lish of United States Bowling Congress “Let me just make a note of who’s sleeping and who’s playing rock, paper, scissors…”

Simply email your submission to Captioncontest@crmug.com. The winning submission will be printed in the magazine’s next issue.

Q2/Q3 2015 | 33

5

MINUTES WITH CRMUG’S VOLUNTEER OF THE QUARTER

Mishel Justesen Marketing Manager for RBZ

Who I’m following on social media right now…

My favorite “person” on Twitter right now is @joecrm, who is more of the online “personality” for PowerObjects.

As a marketing professional, I can’t help but admire how PowerObjects handles its online content strategy.

I’ve learned so much from following @joecrm. I’ve been working my way through PowerObjects’ online CRM book, tweeting little gems from it as I go. It’s been fun to have @joecrm retweet and like my posts.

34 | CRMUG Magazine

On my desk right now are…

My iPhone 6+, Harvard Business Review (July-August 2014 edition featuring “The New Basics of Marketing”), two Microsoft reusable water bottles from Convergence, an Oracle white paper about content marketing, 54 inches of screen real estate in the form of a 27-inch iMac and 27-inch Apple Thunderbolt Display, and a bag of jalapeno potato chips.

My top three goals for 2015 are…

2015 has been all about revisiting my personal brand. I am the leader of our firm’s CRM implementation as well as the system administrator. I have also been the one in charge of implementing our marketing automation and database supplementation tools. I love technology, but I’m an IT “wannabe” with a website development background and marketing expertise. My 2015 goals are targeting the highly technical learning curve I am working my way through with all of this new technology at my fingertips: 1. New personal website about marketing technology. (www.nerdofdesign.com was launched in February; now I’m filling it with content.)

2. New Twitter focus under the @nerdofdesign name.

(Complete!)

3. Become a CRM Black Belt and get certified on the Silverpop platform. (I’m about 30 percent of my way through this one.)

What I do when I’m not at work…

I like to bake anything with the word “cake” in it. I am also a graphic designer and have recently channeled my artistic side into photography and photo manipulation. You can also tack on the title of “foodie” to my after-hour activities.

Trying new restaurants is always at the top of my “fun” list.

The best advice I ever received…

Wear sunblock and be fearless. I’ve had some good and bad experiences from being fearless, but I wouldn’t hand that bit of advice back to the person who gave it to me for anything. The good experiences I’ve had have been amazing. The bad ones have been great to learn from and kept me ready for the next challenge life throws at me. And I’m wrinkle-free from all of that sunblock…thanks, Mom!

Email marketing and Marketing Automation for Microsoft Dynamics CRM

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industry showcase

Live. Work. Play.

C ities, counties, government associations, and more. These CRMUG® Members offer the best in the government and public sector industries. Veteran support, urban and rural growth, substance abuse and prevention offerings, and even advanced technological services are just a few ways these organizations make our world a great place to live, work, and play.

ALL POINTS, LLC Merritt Island, Florida All Points is a servicedisabled veteran-owned small business (SDVOSB) with the experience and demonstrated performance to provide low-risk, competitively-priced services for a diverse set of federal government, civilian, and department of defense agencies.

CARVER COUNTY Chaska, Minnesota Located just southwest of Minneapolis and part of the seven county metropolitan area, Carver County offers the ideal combination of a picturesque natural setting and attractive professional opportunity. While Carver County is preparing for forward momentum and growth, the organization is steeped in a rich history that represents the culture, passion, and pride that has made the county what it is today – a great place to live, work, and play.

36 | CRMUG Magazine

CITY OF GARLAND TEXAS Garland, Texas Garland is part of the fourth largest region in the nation, the Dallas-Fort Worth metroplex, which continues to attract new business and corporate expansions. Garland has taken steps to provide excellent opportunities for its residents who enjoy living and working there. Garland offers a diverse and stable economy for businesses and residents to locate and succeed.

CITY OF MORENO VALLEY Moreno Valley, California An area once comprised of three rural communities, the City of Moreno Valley, incorporated in 1984, has twice emerged as one of the fastest-growing cities in the U.S. Once an infant among California cities, and now an emerging giant within the ranks of national urban growth, the City of Moreno Valley is home to 196,495 residents.

CITY OF TAYLOR Taylor, Michigan Taylor is in the Downriver area of metropolitan Detroit, a section that is south of Dearborn, north of Monroe, west of the Detroit River, and just east of Detroit Metropolitan Airport. With Lakes of Taylor, Taylor Meadows Golf Clubs, and a full community event schedule, Taylor is a vibrant place to live, work, and play.

DISTRICT 19 COMMUNITY SERVICES BOARD (D19 CSB) Petersburg, Virginia District 19 CSB is a multijurisdictional, communitybased organization whose mission is to improve the quality and productivity of the lives of individuals who experience, or are at risk of experiencing, mental disabilities and/or substance abuse. The organization is licensed by the Virginia Department of Behavioral Health and Developmental Services to provide mental health, intellectual disability, and substance abuse and prevention services.

IEMA Springfield, Illinois The primary responsibility of the Illinois Emergency Management Agency (IEMA) is to better prepare the State of Illinois for natural, manmade, or technological disasters, hazards, or acts of terrorism. Its goal is a “better prepared state.”

IEMA coordinates the state’s disaster mitigation, preparedness, response and recovery programs and activities, functions as the State Emergency Response Commission, and maintains a 24-hour Communication Center and State Emergency Operations Center (SEOC).

PORT OF TACOMA Tacoma, Washington The Port of Tacoma is a major seaport and top 10 U.S. container port. Its strategic location in the northwest corner of the U.S. and focus on efficiency, reliability, and customer service help to make it the easiest and best place for moving cargo.

MANTECH INTERNATIONAL Stafford, Virginia ManTech was founded in 1968 to provide advanced technological services to the United States government.

The company began with a single contract with the U.S. Navy to develop war-gaming models for the submarine community.

Over the years, the government’s technology needs have increased dramatically in scope and sophistication, and ManTech has grown to meet that challenge.

NORTH DAKOTA DEPARTMENT OF COMMERCE Bismarck, North Dakota The North Dakota Department of Commerce is the lead agency charged with growing the state and improving the quality of life for North Dakota’s citizens.

Its four divisions – tourism, economic development, workforce development, and community services – and its relocation effort, ExperienceND, currently provide nearly 50 programs and services to support business, workforce, and community development in partnership with local leaders.

RESEARCH & DEVELOPMENT CORPORATION St. John’s, Canada The Research & Development Corporation (RDC) was established to improve research and development in Newfoundland and Labrador. Incorporated under the Research and Development Council Act in 2009, RDC operates at arm’s length from the provincial government.

ROCKDALE COUNTY Conyers, Georgia Established in the early 1700s, Rockdale County is a railroad community connected to Atlanta.

From getting a business license to paying a water bill online, Rockdale County has done a tremendous job at connecting its county online. The organization provides transparency to its citizens while giving those citizens the right resources in developing their community.

SOUTHERN CALIFORNIA ASSOCIATION OF GOVERNMENTS Los Angeles, California SCAG is the nation’s largest metropolitan planning organization, representing six counties, 191 cities, and more than 18 million residents.

SCAG undertakes a variety of planning and policy initiatives to encourage a more sustainable Southern California now and in the future.

PORT TAMPA BAY Tampa, Florida Port Tampa Bay’s longstanding supremacy among Florida ports is based largely on its leadership in the handling of bulk and break-bulk cargos, including phosphate, steel, and petroleum, as well as in the shipbuilding industry. Additionally, the port continues to diversify by growing its container trade and maintains a robust cruise business as home port to four of the world’s largest cruise lines.

Q2/Q3 2015 | 37

U R U RM CR G C G MU M CR G U M R C G U G C G U M R M RM C G U M CR C U U U RM CR G C G MU G R C G U M R C G M R C G U M R U M R C G U M C G C UG MU RM CR G U R G M C G MU RM CR C UG U R C G UG M RM C G R C U R C U MU R CR G UG M R G U G M M C M CR C UG U RM CR G U M R C G U M G U M R C G U R CR G UG M RM C G M M C U R C U C UG UG RM R G C G M M R C M R C UG U RM CR G UG M RM C G U M U C U R C G U RM CR G C G MU RM C G U M R C G U G C G U M R M RM C G U M CR U R C G U M

feature

38 | CRMUG Magazine

The Power of POWER

BI

s story

by Josh Behl, Summit Group Software iillustration by Matt Mastrud

A

ccording to Reuters, the global business intelligence and analytics software market is expected to grow from nearly $18 billion (2014) to nearly $27 billon (2020). This is a compounded annual growth rate of approximately 8.5 percent and a 5.61 percent growth year over year from 2014-2015. (Reuters, 2015). Amongst the players who have the largest portions of this marketing is Microsoft. Like other large software organizations, Microsoft is continuously investing in its analytic tools, making them easier to consume, o lless expensive to acquire, and more robust from a functional and visual perspective. This investment aand the improvements to its BI tools have effectively pushed Microsoftâ&#x20AC;&#x2122;s capabilities down market iinto the small-to-medium sized business (SMB) realm.

Q2/Q3 2015 | 39

OWE

In the past, many SMB organizations haven’t done in-depth analytics for a variety of reasons: » Lack of knowledge (software, data analysis techniques, statistical concepts) » BI software is too expensive » Lack of time » BI software is too complicated » Small businesses with very simple reporting needs All of these concerns can be valid despite the fact that an important part of understanding your business, its customers, its trends, and making informed business decisions depends upon analytics.

That being said, while BI tools have become simpler to use, these can still be considered valid challenges.

For a very long time, those businesses that paint themselves as “Microsoft shops” have been using Microsoft Office products (mostly Access and Excel) for much of their reporting. For the average User, creating charts, entering formulas, and even pivot tables have sufficed for the vast majority of SMB analysis and BI needs. However, as consumers change how they consume, gather information about, and purchase many products, competing for their business has become more challenging in many industries. To compete more effectively, being able to understand, react to, and predict trends in your business has become an apparent necessity.

With that in mind, where would you start? Well, one of the first steps to consider is to decide which tool(s) you are going to leverage. Another step (albeit equally as important as the first), is developing your talent. In this article, I will focus on two key aspects of incorporating Power BI into your arsenal as an organization: Talent Development and Choice of Software Tool.

For the purpose of this article, I am going to suggest the Power BI stack as a viable starting place.

While leveraging the features and functionality found in SQL Server Reporting Services, Analysis Services, Master Data Management, and so on are indeed important for your organization to consider, Power BI is a much simpler point of entry for your organization. I want to stress that I don’t intend on taking anything away from those Microsoft tools that are not part of the Power BI stack. For some organizations, that might be an even better path given their customer base, vertical industry, and other business strategies.

What is Power BI? In a nutshell, it is a suite of applications and functionality that empowers Users and companies to bring together data from numerous data sources (internal, external, online, cloudbased), transform that data through easy-to-use querying tools and data visualization tools that are simple to use, and quickly design, share, and collaborate on the analysis in the Power BI portal. Best of all, it leverages Microsoft Excel to do it!

My focus on Power BI is really driven by a handful of important factors:

Cost While the full PowerBI Suite is available with an Office 365 Enterprise E3 or E4 plan, four of the key tools (Power Map, Power View, Power Query, and Power Pivot) are all available as free downloads, and in some cases, are already included in Excel once you enable them.

Ease of Use Because these tools leverage existing Excel data and functionality, your Users’ experiences with Excel become quickly transferable skills. Moreover, tools such as Power View have a simple to use drag-and-drop design experience. Additionally, through the use of the Microsoft Power BI Designer, leveraging the functionality found in Power View and Power Query is not only more accessible, but

40 | CRMUG Magazine

POWER

B BI

it is also easier to combine the power of these two separate Excel add-ins by simply using the Power BI Designer.

Scalability

Through the use of PowerQuery and PowerPivot, large amounts of data (in excess of two billion rows) from existing Excel files, SQL Server, Access, other non-Microsoft databases, Azure data sources, publically available online data sources, Hadoop, Microsoft Dynamics CRM Online, OData feeds, and many others, can be combined together without the need to understand a particular querying language. You can develop KPIs as well as complex and simple calculations, and you can transform, clean up, and create interactive visualizations of your data with relative ease. Additionally, even if you are a small business, large business, medium business, or a small business with aspirations of becoming a large business, the Power BI suite of functionality and products grows with you.

With that in mind, what kind of skillsets is needed and for whom do you need to develop such skills? Many Microsoft Dynamics Customers, due to the software they sell, have historically leveraged existing reporting tools built into the application (for example, Microsoft Dynamics GP Report Writer or perhaps the Microsoft Dynamics CRM Report Wizard) or even tools that sit outside of their respective applications such as Microsoft SQL Reporting Services. Others have leveraged more simplistic, albeit effective, means to accomplish their reporting and analytics by using Excel.

With this reality in mind, remember that your team has an understanding of your application’s/ applications’ data structures, a moderate to even deep knowledge about proper querying techniques, experience with analytic design, and for some, robust experience with designing fully functional reporting solutions. If this sounds familiar and you are looking around your office saying, “Well, that sounds like so-and-so!” or “We do that kind of stuff on a pretty regular basis!”, then you are further along down the path of incorporating or even expanding your use of business intelligence and analysis than you might think.

Now, if you are a small organization and the staff you currently have doesn’t have these skills, Microsoft provides a great deal of Power BI training resources available on demand or in the classroom: » www.microsoftvirtualacademy.com/training-courses/faster-insights-to-data-with-power-bijump-start (there are number of other Power BI training resources here as well) » http://social.technet.microsoft.com/wiki/contents/articles/18462.power-bi-learning-resources. aspx » www.microsoft.com/en-us/powerBI/bi-blog.aspx#fbid=SEziSXcMjLX » http://powerbi.microsoft.com » Course Number 80675: Reporting in Microsoft Dynamics CRM Online (https://itacademy. microsoft.com/) (The last module of this course delves into using Microsoft Dynamics CRM and Power BI tools.)

Business intelligence software (particularly Power BI) is a viable option for many organizations that leverage Microsoft Dynamics products and wish to leverage their existing IT investments. Power BI's scalability, price, ease of use, and robust capabilities can not only enable you to leverage those existing investments, but also – and more importantly – make informed business decisions that are based upon thorough, simple to understand, and easily accessible information from any device. CRMUG Josh Behl is a principal consultant for Summit Group Software and can be reached at Jbehl@summitgroupsoftware.com.

Q2/Q3 2015 | 41

FOCUS ON

EDUCATION CRMUG® reached out to two Members who are taking advantage of the learning benefits that come from CRMUG membership, specifically the Black Belt Series and CRMUG webinars.

Why did you decide to enroll in the Black Belt Series and/or CRMUG Webinars?

BARRY HARVEY

CINDY STEPHENSON

Florida Virtual Campus (FLVC) supervisor, quality assurance Bharvey@flvc.org

CH2M HILL, Inc. CRM administrator Crmusersupport@ch2m.com

As the product owner for Microsoft Dynamics CRM at FLVC, I needed to have a broad understanding of Microsoft Dynamics CRM operations from top to bottom.

The topics outlined in the literature for the Black Belt Series seemed like a good fit for the type of knowledge that I was trying to gain.

What do you enjoy most about this learning experience?

The collaborative, hands-on nature of the Black Belt Series was the most enjoyable aspect for me. The process we went through for learning a technique (hear about its intended functionality, be shown an example of how to execute the technique, and then execute the technique) made it so that whenever I encountered difficulty, I was able to reach out to the others in the class – as well as the instructor – for additional assistance.

I enrolled in the Black Belt Series for the ongoing education and to test and expand my skillset.

Most of the CRMUG webinars provide an excellent learning experience in a convenient package. I often find myself watching them from the archives as my day-to-day activities tend to interfere with attending live, but I try to keep up with them as much as possible. The ability to either attend live or catch up from the archives is extremely valuable to me.

The challenge of seeing what I already knew and how quickly I could learn new things. I also enjoyed the sense of accomplishment as I passed each belt level and then achieved the Black Belt. I’m very proud of that achievement!

I enjoy the interactive aspect of the live webinars when I can fit them in and the flexibility of viewing them from the archives when necessary.

The interaction with my peers during the learning process significantly improved my ability to understand the concepts and retain more information.

How has what you’ve learned helped you in your career?

Aside from everyone in my organization prefacing their questions with “Ok, Mr. Black Belt…”, completing the Black Belt Series has given substance to the product owner title that was assigned to me by my organization. The Black Belt designation had to be earned and because of that, leadership looks to me for strategic guidance on Microsoft Dynamics CRM capabilities and how FLVC might best leverage those capabilities.

The best practices provided in both the Black Belt Series and a many of the webinars was probably the most helpful aspect. While I’m comfortable with administering Microsoft Dynamics CRM and have been doing it for a considerable number of years, I don’t always know what is considered the best course of action in a given circumstance, and those best practices have gone a long way toward optimizing our experience with the application.

What do you value most about professional development?

Professional development keeps me relevant. Business and technology are evolving so quickly that I find I must engage continually in exploring new and emerging technologies and keeping my business analysis skills up to date.

The opportunity to challenge myself and grow in my field.

The more I engage in professional development, the more excited I become about the day-to-day work I perform.

Being able to use a new tool or technique when I encounter the inevitable challenge or risk is what makes the time spent on professional development a good investment.

What types of learning opportunities do you recommend to fellow Microsoft Dynamics CRM Users?

42 | CRMUG Magazine

I recommended the Black Belt Series training for my Microsoft Dynamics CRM operations team as it would give all of us a solid foundation of shared knowledge. We augment that formal training with CRMUG webinars and, of course, the CRMUG Collaborate discussion forum.

I recommend attending as many of the webinars as possible. They provide insight that is not readily available anywhere else and can often answer questions you didn’t even know you had! The vast array of topics provides something for everyone, and I’m impressed with the variety of learning experiences offered by the webinars.

I am a strong advocate of consuming a mix of learning content types – class, webinar, and forums – because I believe each has its own strengths. I would even offer chapter meetings as a type of learning opportunity as nothing compares to a face to face, informal dialogue with one another!

I also recommend subscribing to the CRMUG Collaborate discussion forum. It provides others’ experiences with all matters CRM and can give insight into things like upgrades prior to going through them that proves invaluable when planning and implementing our own upgrades. It’s a kind of “lessons learned” experience that you can’t really get anywhere else.

t osof Micr s CRM ic n’t am Dyn ners do E t r M a A p PreG miss Summit 3 to 1 1 OFt

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1 3 – 1 6

RENO●TAHOE 2015

´TKe ÀrVt VeVVion I DttenGeG JDYe me enouJK inIormDtion to MuVtiI\ tKe FoVt oI tKe entire FonIerenFe µ JOHN STEELE, CR ENGLAND INC.

REGISTER TODAY crmugsummit.com

#CRMUGSummit #INreno15

Brittany Groppel Twain Financial Partners I was able to learn many different tricks about how to use Microsoft Dynamics CRM more effectively, such as creating dashboards, synchronizing SharePoint and CRM to work together, and workflows/business processes, which I did not have much knowledge about before this conference.

Jim Lauer Blount International I came in knowing we will be making a CRM system back-end change and then upgrading to Microsoft Dynamics CRM 2013 early next year. I gained so much information because of others' experiences.

I am looking forward to the challenge.

Dan Madden SEI CRMUG Summit is a great learning experience, plenty of networking opportunities, and very informative sessions.

Lina Baumberger CGB Enterprises Kari Hiatt-Moran CableLabs I gained a LOT of various level information that I can implement at the office.

As a previous attendee, I was looking for specific sessions and networking opportunities. Both were more than met during CRMUG Summit this year.

Why YOU Should Attend Nirav Patel Spraying Systems Co

RENO●TAHOE 2015 We could talk all day long about why we’d love to see you at CRMUG® Summit 2015 in Reno, Nevada, but it’s much better for you to hear it from a colleague!

Check out these comments from 10 Users, and then check out information about this year’s event at crumugsummit.com.

Meeting with experts, sharing and resolving some of my own personal issues, and getting new ideas about what others are doing at CRMUG Summit is amazing. This event is a true WIN-WIN experience.

Jason Kralka First American Bank

Israel Redden Pitsco Education

I am new to Microsoft Dynamics CRM, but my company has been using it for about a year. The format of the sessions allowed me to get a great overview of several different aspects of Microsoft Dynamics CRM.

At CRMUG Summit, I was able to get all of my specific questions answered, and I discovered many new areas to research.

John Steele CR England, Inc. Peggy Weiss ND Department of Commerce At CRMUG Summit, I learned many new tips and tricks that are going to benefit me greatly, and I had some great networking opportunities!

44 | CRMUG Magazine

The first session I attended gave me enough information to justify the cost of the entire conference!

R CR G UG M RM C G U MU R CR G UG M RM C G U M CR C G U M R C G MU M M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR R C G M R C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C M G M U R C G U R C G U M R U C R CR G UG M RM C G U M C G U R U MU CR CR G UG M RM C G M U R C C G C UG MU RM CR G UG M R M RM C G U M CR C UG C G U M R U G UG RM RM C G U M CR U R C G U M C R CR G UG M RM C G U M U R C G U MU CR CR G UG M RM C G M U R C C G C UG MU RM CR G UG M R M RM C G U M CR C UG C G U M R U G UG RM RM C G U M CR U R C G U M C R CR G UG M RM C G U M U R C G U MU CR CR G UG M RM C G M U R C C G C UG MU RM CR G UG M R M RM C G U M CR C UG C G U M R U G UG RM RM C G U M CR U R C G U M C R CR G UG M RM C G U M U R C G U MU CR CR G UG M RM C G M U R C C G C UG MU RM CR G UG M R M RM C G U M CR C UG C G U M R U G UG RM RM C G U M CR U R C G U M C R CR G UG M RM C G U M U R C G U MU CR CR G UG M RM C G M U R C C G C UG MU RM CR G UG M R M RM C G U M CR C UG C G U M R U G UG RM RM C G U M CR U R C G U M C R CR G UG M RM C G U M U R C G U MU CR CR G UG M RM C G M U R C C G C UG MU RM CR G UG M R M RM C G U M CR C UG U R CR G UG M RM C U G M C C G C UG MU RM CR G UG M RM C G U MU R CR G UG M RM C G U M CR C UG UG RM C R U M R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG G U M R C G U M R C G U M R C G U M R C G U M R C G U M R G M C G U M R G M U R G M C U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U U M R G M M U R C G R U C G U R C G U M R

find the

logo

C

O

N

T

E

S

T

Congratulations to our Q1 2015 contest

winner, Britta Scampton from BGM

TruNorth Wealth Partners! Britta found the logo on page 13 of the Q1 2015 issue of

CRMUG® Magazine. Let’s play again. Hidden

somewhere between the covers of this magazine is our CRMUG logo. Can

you

“That welcome was so genuine and heartfelt.

I have never felt part of something so powerful before.”

that really speaks to people. My experience there helped me realize that I couldn’t speak to the true meaning of The Lunch Project until I saw it firsthand.”

As an avid traveler, having visited 10 countries over the past decade, Alison started planning her trip to Tanzania and braced herself for an experience of a lifetime…and was it ever!

Alison and her team visited two schools while in Tanzania: Lemanyata Primary School, which The Lunch Project has served from the beginning, and Engorika Primary School, which was brand new to the program. Alison had the pleasure of serving the first lunch to Engorika students and recalls feeling a profound sense of community and love all at once. “We drove up to the school that first day and saw 900 kids running every direction, waving eucalyptus branches, jumping up and down, and singing in Swahili,” Alison recalls. “That welcome was so genuine and heartfelt. I have never felt part of something so powerful before.”

Even though there were language barriers, Alison was amazed at the connections formed over her two-week visit. “There was a little

girl who would come running to the van every morning and attach herself to my side,” Alison shares. “We didn’t have to speak the same language to become good friends, and she served as my guide for most of my trip!”

Both schools had about 900 students enrolled, and most classes have 90 to 130 students crammed inside. “The thing that really struck me during my time in Tanzania is that the children don’t gripe or complain. Here they are, three or four to a desk in an environment that’s 80+ degrees outside on a cool day. They’re thankful for what they do have. They’re full of love and laughter, and they’re some of the happiest people I’ve ever had the pleasure of meeting.”

Sure enough, the time to say goodbye came up quickly for Alison and her team. It touched her heart on that last day when the 900 kids crowded around their van chanting a beautiful phrase, “Karibu Sana”, which means, “You are most welcome here.” Alison concludes, “It’s an incredible feeling to be part of a community that’s so far away. But I know, whether I’m with the caravan of folks from The Lunch Project or not, I will be welcome there.”

CRMUG

find it?

While our logo shows up throughout the

magazine in conventional spots, it’s hidden in only one place.

Q1 2015 | 13

When you’ve found it, send an email to

Logocontest@crmug.com with

an explanation of where and on what page

it’s at. We’ll choose a winner at random and will highlight

him/her in the next

issue of the magazine.

Q2/Q3 2015 | 45

U R U RM CR G C G MU M C G U M R C G U G C G U M R M RM C G U M CR C U U U RM CR G C G MU G R C G U M R C G M R C G U M R U M R C G U M C G C UG MU RM CR G U R G M C G MU RM CR C UG U R C G UG M RM C G R C U R C U MU R C R G U G M R G U G M M C M CR C UG U RM CR G U M R C G U M G U M R C G U R CR G UG M RM C G M M C U R C U C UG UG RM R G C G M M R C M R C UG U RM CR G UG M RM C G U M U C U R C G U RM CR G C G MU RM C G U M R C G U G C G U M R M RM C G U M CR U R C G U M

isv partner member showcase

EasyTerritory

COMPANY EasyTerritory.com INTERVIEWEE Benton Belcher, co-founder and VP of sales and marketing PHONE 850-893-6741, ext. 1023 EMAIL Benton@easyterritory.com WEBSITE www.easyterritory.com HEADQUARTERS Tallahassee, Florida CRMUG® MEMBER SINCE 2014

E

asyTerritory is the leading map-based app for territory management in Microsoft Dynamics CRM or Microsoft Excel. The app helps Users geographically manage territories and get business intel for regional sales managers, account reps, membership coordinators, and franchise operators.

CRMUG: When and how did EasyTerritory come to be?

Benton Belcher (BB): Our company is a long-time Microsoft Partner. We built a complex geo mapping solution – map.net – about 12 years ago. Since then, the landscape has changed a bit from developers building solutions from the ground up to now relying on CRM solutions to build upon. We had been doing a ton of mapping and geospatial type services for our Customers since Microsoft Dynamics CRM 4.0 and saw the need to tackle territory management and geospatial business intelligence. So we built EasyTerritory from map.net technology and our experience and brought it to market just last year.

EasyTerritory is an exciting start-up from a strong Florida-based Partner called ISC. ISC has three divisions: » The geospatial division, of which EasyTerritory is the main solution. » Implementation of solutions based on the Microsoft stack for state agencies in Florida.

» Office 365 migration from Exchange servers.

We’re one of the leading Partners in the South that’s focusing on this.

All areas of our business work well together.

For example, it’s a natural fit to offer Microsoft Dynamics CRM for organizations who are migrating their email to the cloud.

CRMUG: What was the pain point of your Customers that made you realize a need for EasyTerritory?

BB: Organizations were using Microsoft MapPoint to do territory management, and they were having to export and import to and from Excel between Microsoft Dynamics CRM and MapPoint in order to do any territory management or geospatial intelligence.

EasyTerritory is a web-based solution that integrates with Microsoft Dynamics CRM and supports the building, managing, and realigning of sales territories as well as updates data directly in Microsoft Dynamics CRM. CRMUG: Is this solution mainly for salespeople working in CRM? BB: Sales is a big part of it, but there are multiple ways people can use EasyTerritory in CRM. Territory management is usually done by the CRM administrator who can see and have access to all records across multiple sales and territories

EasyTerritory 46 | CRMUG Magazine

so they can do alignments and re-alignments while seeing the big picture.

On the sales side, Users can leverage the EasyTerritory app by running an advanced find or looking at records they own in CRM. This interactive data helps them with routing and drive-time analysis.

It essentially puts a map in the hands of your salespeople and keeps them on track while they’re on the road. Our platform leverages Bing Maps for Enterprise.

The next big thing are the executive dashboards. Users can create a view they like on the map and make that a dashboard so they can see all their data on the map and drill down as needed.

CRMUG: That’s cool. So what type of BI does EasyTerritory provide and how does that help Users?

BB: A great example of this is with one of our clients, a major restaurant franchise. When their executives log in, they see their 1,200 locations on the map, and all those dots are color-coded to see how much each store is making on a given day, week, or year. They can see which stores have the highest sales and dive deeper into daily sales, employee turnover, costs, or yearly revenue, you name it!

This client likes to see what stores are performing better than others and what areas of the country have higher turnover so they can answer the question, “Do we need to focus our efforts more on this area?”

They can pull up their map, zoom into a certain territory, and drill down to find a store. It’s a quick and visual search that saves these executives time and hassle.

CRMUG: What other industries does your solution work well in?

BB: We’ve done implementations for pharmaceutical sales representatives, the oil and gas space to determine well locations,

the telecom industry for incident management, or call centers.

Government organizations are also very interested in geospatial mapping to manage their assets, such as buildings and/or road conditions.

CRMUG: What is next for EasyTerritory in 2015-2016?

BB: Microsoft just announced at the end of last year that it was discontinuing MapPoint, and EasyTerritory is recognized as a MapPoint alternative. So we’re already busy working with organizations that have been moving off of MapPoint over the past few months.

As a newer solution, we’ve slowed down on new features to hit on major use cases, but we continue to improve route optimization and management, especially for service technician routing. For technicians that are doing services on the road, they need to route and re-route based on the data coming in to lower drive times, save on fuel costs, and keep technicians as productive as possible.

We’re also working on a deeper integration with Microsoft Dynamics CRM so you can select an area on the map to create a prospect marketing list. It’s essentially a visual advanced find to select a group of records on the map for the marketing department.

CRMUG: What is your favorite part about CRMUG and the Microsoft Dynamics CRM community?

BB: We really enjoyed going out to CRMUG Summit last year to meet with Users and show off our technology, and we look forward to doing that again this year. We’ve only been a Member for about a year, but I already see such value in it. Getting User feedback is critical, and we’re constantly getting new ideas on areas we can improve.

CRMUG

“CRMUG has adopted EasyTerritory to manage our chapter areas and visualize them in conjunction with our Member work locations. The geospatial visualization functionality of EasyTerritory has enabled us to better plan for chapter meeting locations as well as chapter expansion in underserved markets, and has been a powerful extension to our Microsoft Dynamics CRM implementation.”

Onika Allen, chapter director for CRMUG

Q2/Q3 2015 | 47

t&t

TIPS & TRICKS

Microsoft Dynamics CRM 2013 Business Process Tips & Tricks

by Jason Lattimer, PowerObjects hether it’s sales, service, or something in between, business process flows are a great way to help guide Users through complicated processes. Here are a few tips to help you get the most out of this great feature in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM 2015:

W

Automation Using Fields in the Process Bar Business rules you create will be applied to fields regardless if they are on the body of the form or in the process bar at the top of the page. JavaScript can also be applied to fields in the process bar, but in order to make this possible, you need to include the field in the body of the form. Create your JavaScript events like you normally would, and they will get applied to the corresponding fields used in the process. If you don’t want the field displayed on the form twice, simply hide the one in the body.

Import Directly into a Business Process You can import records into a specific business process and stage with a little effort. Before you can do this, you’ll need to find the unique identifier for each. The easiest way is to create an advanced find of existing records in the same process/stage that includes the “Process” and “Process Stage” fields. Once you’ve got the values, you can use them in your import file.

CRMUG

Jason Lattimer is a senior technical architect at PowerObjects and a Microsoft Dynamics CRM MVP. He can be reached at Jason.lattimer@outlook.com.

Control Which Business Process Gets Loaded by Default Use a combination of the order your processes are displayed in along with security roles to determine which business process gets used by default on new records. Order your process so that ones with specific security role requirements are at the top. If a User doesn’t have one of the required security roles, the next form in line will then be evaluated.

If you don’t use business processes on an entity, you can remove the entire process bar by deactivating any processes that include it.

48 | CRMUG Magazine

JavaScript can also be applied to fields in the process bar, but in order to make this possible, you need to include the field in the body of the form.

®

WHAT’S NEW ON COLLABORATE Update, Edit, Add...Oh My! Event Registrations Just Got Easier on www.crmug.com With CRMUG® Summit 2015 right around the corner, getting your busy educational schedule lined up is top of mind! We know how important it is to sign up for all the right courses and bring all the right people from your organization to Reno, so we’ve made it easier for you to build and manage your team’s CRMUG learning schedule!

You can now easily add new attendees and update your own registration from the same web page, all while confirming the details are correct.

Once you’ve registered for an event, you’ll notice a new Edit button that appears when you click into the event details (See Figure A).

Click Edit, and you’ll see your current registration details along with the ability to edit or cancel your registration. For conferences like Summit, the Edit option will give you the ability to add on-site Academy classes or other agenda items to your existing registration.

You also have the option to add colleagues by selecting Register More Attendees (See Figure B).

Helpful hint: quickly find all of the events that you’ve registered for (upcoming and past) by visiting My Profile and clicking My Registrations.

Go ahead, try it out today, and we’ll see you in Reno!

Figure A

Figure B

s NOT All, Folks…

Searching for a relevant webinar?

Easy breezy CRMUG membership!

Don’t spend more time searching than you do learning. All webinar recording files are tagged by relevant roles, topics, and industries. By clicking on these tags, you will see other webinar recordings with that same tag. When you’re viewing a webinar recording file in the content library, scroll down to the Tags and Keywords section, then click on any tag to find more recordings on that topic! Happy learning!

Everything you need to know about being a Member is at www. crmug.com/questions in frequently asked questions (FAQ) format.

Don’t needlessly wander around www.crmug.com; gain focus with this helpful FAQ! CRMUG

Q2/Q3 2015 | 49

ZAP BI

CHAPTER SPONSOR CRMUG® is fortunate to work with Partner organizations that bring strong product expertise to our User Members. The following Partners have given back to our Chapters through sponsorship, and as a thank you for that commitment, we are highlighting them here. You’ll read about three Users who have achieved business success through a combined use of Microsoft Dynamics CRM and the Partners’ respective solutions.

50 | CRMUG Magazine

Rachel Thompson, operations manager at CLEAResult Add-On Solution: ZAP BI ZAP User Since: 2014

Rachel Thompson is the operations manager and resident ZAP BI expert at her company, CLEAResult, which designs, markets, and implements energy efficiency programs for utilities businesses and residential customers across North America.

Before CLEAResult purchased ZAP in October 2014, the company spent a ton of time on manual data entry and didn’t have real-time insight into its 700+ energy efficiency programs. Without being able to link operational data with reporting data, CLEAResult had to map everything from the financial system manually while trying to maintain accurate data in multiple systems.

With ZAP BI, CLEAResult’s processes have changed dramatically for the better. “Now that our reporting is all automated, we have realtime access to operational program data,” Rachel shares. “Instead of trying to merge data for an entire week, we can access accurate data in one click of a button.” These time-saving advantages have already saved the company an estimated $50,000 – a figure expected to grow as CLEAResult continues to build out ZAP. In addition to major time savings of about eight to 10 hours per month, CLEAResult is seeing the effectiveness of its programs increase because managers now have access to the data that shows where each program stands so they can make changes when and if need be.

CLEAResult can also leverage its CRM more effectively for day-to-day operations since ZAP BI sits right on top of it, improving reporting even further. “ZAP BI has helped improve our User adoption all around,” Rachel says. “And now that our employees are on the same page, they trust the data we’re getting out of our technology. We run more than 700 energy efficiency programs, and we just literally couldn’t push out reporting for each of these without the help of ZAP.” ZAP BI has also helped steer a more productive course for CLEAResult. “Our team meetings and conversations have shifted from the issues of inaccurate data and standardization of that data to more productive discussions on how we can leverage our data to really make our customers more successful,” says Rachel.

“It feels good to be able to serve our program teams because we have the right information at our fingertips.”

The team at ZAP has offered CLEAResult optimal customer service and personalized training from the beginning. “ZAP BI was a brand new tool to us, and we had a lot to learn.” Rachel concludes. “ZAP’s ability to train our staff to take over admin has been impressive. Just six months after implementation, we can manage it on our own.”

InsideView

Adxstudio

David Goff, sales and marketing manager at O’Neal Steel Add-On Solution: InsideView for Sales InsideView User Since: January 2014

Becky Jo Glover, 311 customer service center manager at City of Grand Rapids, Michigan Add-On Solution: Adxstudio Portals Adxstudio User Since: 2013

O’Neal Steel, based in Birmingham, Alabama, is the world’s largest family-owned steel distributor. As soon as InsideView was available in Microsoft Dynamics CRM, David Goff, sales and marketing manager at O’Neal Steel, purchased the full-blown solution to leverage it for sales and marketing purposes. “Our sales employees leverage it for lead qualification, lead follow up, and territory tracking,” says David.

With such an intuitive tool right within Microsoft Dynamics CRM, David’s sales teams have picked up the software with ease. David shares, “Our sales force is really spread out, so the technology adoption has never been very good, but InsideView has worked with us to help train our teams and get them up and running fast.”

Before O’Neal Steel had access to InsideView data, the company would pull lead information from Hoover’s, online databases, or chambers of commerce, but it never provided the right level of detail the sales teams needed to make initial contacts. “Without doing extensive research, we didn’t have much to go on, and we spent too much time on non-quality leads,” David recalls. “InsideView gets us a direct link to the high-quality leads. Our outside sales teams are much more efficient. Conversion rates have increased about 30 to 40 percent.”

With a much better focus on who its target market is and how to actually contact them, O’Neal Steel can see through more successful marketing and sales campaigns. Watchlists within InsideView also allows the company to be proactive with customers without manually researching for data. It pushes news and insights to account representatives so they can see what’s going on within accounts at any given time.

O’Neal Steel is getting in the front door, so to speak, with new prospects because InsideView is providing current and relevant information. “The very fact that we’re not wasting time following up on accounts we have no business to follow up with is making us much more effective,” David explains.

InsideView has also allowed David to step back a bit, communicating less with his outside sales teams. “My sales managers are all aware of what’s going on in particular industries and with their contacts, so there’s no more hearsay or tying salespeople up with unneeded phone calls.” David continues, “They can now access what they need directly out of Microsoft Dynamics CRM with InsideView. Less communication is proving to be better communication in this instance.”

When Becky Jo Glover joined the City of Grand Rapids, she stepped into a basic Microsoft Dynamics CRM environment. The organization was dealing with few standardized responses, limited tracking documentation on inquiries, and had several small call centers backlogged with open requests. Becky shares, “One of the reasons I chose to work for the City was the powerful IT structure.

But our organization didn’t realize what they had; Microsoft Dynamics CRM had capabilities that the City could not even imagine.”

The City now uses Adxstudio 311 accelerator for its website. “All my dreams have been answered with our solution, from reporting to geospatial data. There is incredible depth in the combination of Microsoft Dynamics CRM and Adxstudio,” Becky says. The City continues to evolve CRM and is making its website more userfriendly with a mobile responsive design that will allow citizens to submit their requests online. If their first experience is a good one, they’ll use that form of communication again, reducing the amount of time the City of Grand Rapids’ call center deals with phone calls and walk-in customers. Becky explains, “People want and need a simple interface that takes one to two clicks, and they’re done.”

Becky and her team initially directed their attention to the City’s water department which serves more than 250,000 customers.

They leverage Microsoft Dynamics CRM and Adxstudio Portals to manage walk-in payments, meter maintenance, plumber scheduling, bills, late fees, and more. The City’s dream was to take its solution to a whole new level, and Becky and her team definitely have, winning a 2015 Expanding Excellence Award from CS Week in the Innovation in Customer Service category.

After improving the water department’s practices, the City of Grand Rapids continued to look closely at its backend processes.

After a detailed assessment, City departments have changed more than 100 backend processes and have been able to streamline the water department backend office due to the lower call volume. All of this has resulted in a $1.2 million savings.

The City of Grand Rapids is also benefitting from amazing analytics that were not accessible before. Data is now available on demand: Water utility agreements that once took up to six weeks to process now take less than two hours. “We’re able to respond more quickly to our citizens while greatly reducing our costs.”

Becky continues, “Having the power of Microsoft Dynamics CRM and Adxstudio Portals has given us the opportunity to reinvent ourselves as a 311 organization, and that’s really important to keep our services relevant in this day in age. I hope other 311s can benefit from what we’ve achieved with our platform.”

Q2/Q3 2015 | 51

M R C G UG M RM C G U M G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R U R C G U U MU CR CR G UG M RM C G G U R C G M M C M CR C UG U RM CR G C UG MU U M R C G U M R C G G U M R C G U M R R CR G UG M RM C G U MU M C G M C R C UG U R C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G M U R G M U R C C C G U MU R CR G UG M R U RM CR G C G MU M CR C UG G U M R C G U M R C G M C G U M R M RM C G U M CR C UG UG U M R C U G M U R CR G R G C G MU M CR C UG U RM M R C G U M R C G U U M R C G U M R C C G C UG MU RM CR G UG M RM R U G M C G MU RM CR C UG U RM CR G C C G UG M RM C G U M R R C C G U U R U MU R CR G UG M RM C G G G MU M CR C UG U RM C C M R C G U M R C G U U M R C G U M R C G C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG U R C G U C UG UG RM RM C G MU M CR R C M R C UG U RM CR G C UG M G U M G U M R C

learn academy corner

2015 CRMUG SUMMIT

Pre-Conference Academy Training Monday, October 12 Tuesday, October 13

Make the most of your trip to Reno by taking advantage of focused, instructor-led classroom training before CRMUG® Summit 2015 officially kicks off. This training, delivered by CRMUG Academy, is designed to provide in-depth product education in an interactive, hands-on setting.

CRM

On-site Learning

CRMUG Academy pre-conference training courses offer:

» Microsoft Dynamics CRM Administrator Black Belt Series - Purple Belt

» Instructor-led classroom training environment

» Intro to Customer Service

» Focused content that dives deep into targeted functional areas

» Intro to Marketing Management

» Half- or full-day course options at prices that are considerably lower than traditional in-person classes

» Dashboards for the Everyday User

» CPE credits for all CRMUG Academy courses

Here are just some of the more than 15 classes we are planning for you: » Microsoft Dynamics CRM Administrator Black Belt Series - Blue Belt

» Intro to Sales Management » Microsoft Office Excel Basic - Moving & Viewing Data, Using Functions, and Much More » Microsoft Office Excel Intermediate It’s All about the Pivot » Building BI Solutions Using Microsoft Excel and SharePoint 2013

Register now at www.crmugsummit.com 52 | CRMUG Magazine

Introducing The List MOBILE

Now you can get The List To Go!

Search for the products and services you need with the new Mobile version of The List! Add it to your home screen from: www.thelistmobile.com or simply scan the QR code below:

Table of Contents Industry...................Page 54 Horizontal................Page 55 Services...................Page 58

The List from The Partner Channel® is your tool for finding the solutions available from Microsoft Dynamics® Partners. Review the various industry, horizontal, and service offerings available and you may just find exactly what you’ve been looking for! The List is unique in that it shares only those solutions and services that work with the Microsoft Dynamics product line. We want you to spend time using the solution, not looking for it. If you have a product or service that you would like included on The List, please contact Jane@thepartnerchannel.com.

NOTE: The Partner Channel and Dynamic Communities offers no expressed or implied warranty or guarantee for any of the products included in this directory. Support and quality assurance of these software products and services are solely the responsibility of each Microsoft Dynamics Partner. *Due to the nature of the “classified” format used for The List, Microsoft Dynamics brand guidelines may not have been followed. We encourage Partners NOT to follow the example we are setting!

Industry Construction

IPM Global Pty Ltd http://www.ipmglobal.net â&#x20AC;˘ 503-608-4770 NEW: IPM Project Management IPM Project Management is a purpose built XRM Solution that delivers a fresh approach to Project Management in the Construction / Engineering sectors.

Incorporating Comprehensive Contract and Cost Control.

Consumer Packaged Goods

KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences.

Sub-contractor rates to other resellers.

Liaison Software Corp http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales.

Attach supporting documentation.

Use existing reports (GP report writer, SSRS, Crystal).

Flintfox International Limited

Cross Industry Solution AssureSign LLC http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

DATABASICS, Inc. http://www.data-basics.com â&#x20AC;˘ 314-282-9561 DATABASICS Time, Expense and Invoice Reporting DATABASICS offers SaaS solutions for Expense Reporting, Time Tracking and Vendor Invoice Management. Flexible, powerful, easy to use.

Higher Logic http://www.higherlogic.com â&#x20AC;˘ 202-360-4402 Higher Logic The leading cloud-based community platform used by organizations worldwide to bring people together in secure communities designed to ignite knowledge sharing, drive content creation and solve problems.

Nodus Technologies, Inc. http://www.nodus.com/products.html 909-482-4701 Credit Card Advantage and CRM Charge Securely process credit cards and eChecks/ACH in real-time with seamless integration between Dynamics GP and/ or CRM. Includes batch processing & reconciliation/reporting tools. Optional AutoPay and customer portal.

PaperSave http://www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

Great Plains

54 | CRMUG Magazine

Blue Horseshoe http://www.bhsolutions.com â&#x20AC;˘ 317-573-2583 Supply Chain Suite for Dynamics AX Gold Certified ERP Partner providing Tier-1 end-to-end implementation services as well as Industry Leading software to fully optimize your Supply Chain. See what's new in the Supply Chain Suite for Dynamics AX.

Government Contracting

http://www.ipmglobal.net â&#x20AC;˘ 503-608-4770 NEW: IPM Project Management IPM Project Management is a purpose built XRM Solution that delivers a fresh approach to Project Management in the Construction / Engineering sectors.

Incorporating Comprehensive Contract and Cost Control.

High Tech and Electronics Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of todayâ&#x20AC;&#x2122;s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Solver

Industrial Equipment

http://www.solverusa.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of todayâ&#x20AC;&#x2122;s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Finance/Banking AssureSign LLC http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Navision

Insurance

Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency.

Gain from our experience!

Manufacturing

Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency.

Gain from our experience!

Bond Consulting Services http://www.BondConsultingServices.com 562-988-3451 NEW: Microsoft Dynamics ERP Solutions for Manufacturing & Distribution We are a Gold ERP/Silver CRM Partner and the go to multilingual consulting team for Process & Discrete Manufacturers and CPG and F&B Distributors from SMB to Enterprise.

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of todayâ&#x20AC;&#x2122;s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Liaison Software Corp http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales.

Attach supporting documentation.

Use existing reports (GP report writer, SSRS, Crystal).

AssureSign LLC http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 Marshal Comprehensive QHSE application.

Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant.

Axapta

Life Sciences

IPM Global Pty Ltd

http://www.flintfox.com â&#x20AC;˘ 844-876-4276 TPM for Dynamics Suite Flintfox solutions provide a single, integrated platform to manage all trade promotion activity, from client relationships to the financial execution; streamlining information and managing complex pricing with ease.

KEY:

Food and Beverage

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Oil and Gas

IPM Global Pty Ltd http://www.ipmglobal.net â&#x20AC;˘ 503-608-4770 NEW: IPM Project Management IPM Project Management is a purpose built XRM Solution that delivers a fresh approach to Project Management in the Construction / Engineering sectors.

Incorporating Comprehensive Contract and Cost Control.

Professional Services Globe Software http://www.globesoftware.com â&#x20AC;˘ 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

Retail Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency.

Gain from our experience!

Staffing/Recruiting Globe Software http://www.globesoftware.com â&#x20AC;˘ 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

Wholesale Trade: Durable Goods

Flintfox International Limited

Software

Enterprise Ventures Corporation Avalara, Inc.

Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 Recruitment Accelerator Web-based recruiting mgmt, resume collection & on-boarding accelerator.

http://www.bpmtoday.net/ â&#x20AC;˘ 404-600-9252 NEW: Intelligent Business Process Management Solutions The #1 Gartner rated Business Process Management suite for Microsoft Dynamics. We provide organizations with a Total Optimization platform to achieve breakthrough results in lean process improvement.

Software Manufacturers Rockton Software http://www.rocktonconnect.com 877-476-2586 Rockton Connect Rockton Connect, small business accounting built inside Microsoft Dynamics CRM online specifically for software companies.

http://www.flintfox.com â&#x20AC;˘ 844-876-4276 TPM for Dynamics Suite Flintfox solutions provide a single, integrated platform to manage all trade promotion activity, from client relationships to the financial execution; streamlining information and managing complex pricing with ease.

Globe Software http://www.globesoftware.com â&#x20AC;˘ 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

Non-durable Goods

HORIZONTAL

JOVACO Solutions Inc. http://www.jovaco.com â&#x20AC;˘ 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Rockton Software http://www.rocktonconnect.com â&#x20AC;˘ 877-476-2586 Rockton Connect Rockton Connect, small business accounting built inside Microsoft Dynamics CRM online specifically for professional service organizations.

Horizontal Accounting

Budgeting

Rockton Software http://www.rocktonconnect.com â&#x20AC;˘ 877-476-2586 Rockton Connect Rockton Connect, small business accounting built inside Microsoft Dynamics CRM online.

Analytics Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency.

Gain from our experience!

Solver http://www.solverusa.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

Globe Software http://www.globesoftware.com â&#x20AC;˘ 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

Business Process Management

Business Intelligence Corporate Renaissance Group http://www.trendminer-xrm.com 613-232-4295 Trend Miner Ground breaking historical trend analysis & B.I. visualization for Dynamics CRM. Go beyond a snapshot of data to reveal eye-opening trends for better planning & decision making.

Halo Business Intelligence

Enterprise Ventures Corporation

http://www.halobi.com â&#x20AC;˘ 888-300-0219 Halo Business Intelligence Any source, data quality, rapidly deploy, predict, collaborate & mobile.

Solver http://www.solverusa.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

KEY:

Axapta

Great Plains

ZAP http://www.zapbi.com â&#x20AC;˘ 415-889-5740 ZAP Business Intelligence ZAP provides 'Buy, Not Build' business intelligence for organizations using Microsoft Dynamics. ZAP's Trusted Analytics ensure your company is aligned through best practice metrics that deliver real business results.

Navision

Solomon

Customer Relationship Management

Retail Management System

http://www.bpmtoday.net/ â&#x20AC;˘ 404-600-9252 NEW: Intelligent Business Process Management Solutions The #1 Gartner rated Business Process Management suite for Microsoft Dynamics. We provide organizations with a Total Optimization platform to achieve breakthrough results in lean process improvement.

Point of Sale

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Collaboration Platform

Higher Logic http://www.higherlogic.com â&#x20AC;˘ 202-360-4402 Higher Logic The leading cloud-based community platform used by organizations worldwide to bring people together in secure communities designed to ignite knowledge sharing, drive content creation and solve problems.

k-eCommerce http://www.k-eCommerce.com 855-k-eCommerce KloudPay Secure, PCI Certified ACH/credit card solution with batch processing and ability to store sensitive data off site with tokenization.

Nodus Technologies, Inc. http://www.nodus.com/products.html 909-482-4701 Credit Card Advantage and CRM Charge Securely process credit cards and eChecks/ACH in real-time with seamless integration between Dynamics GP and/ or CRM. Includes batch processing & reconciliation/reporting tools. Optional AutoPay and customer portal.

Customer Relationship Management AbleBridge http://www.ablebridge.com/productsproject-management.htm â&#x20AC;˘ 877-600-2253 Project Management for Microsoft Dynamics CRM Easy to use Project Management integrated with Microsoft Dynamics CRM. AbleBridge http://www.ablebridge.com/editablecrm-grid.htm â&#x20AC;˘ 877-600-2253 EditAble CRM Grid for Microsoft Dynamics CRM Top 10 ISV Solution. Transform CRM Forms and Views with inline editing, grouping, sorting, inline calculations and much more.

Visionary Software Consulting, Inc. http://crm-rules.com â&#x20AC;˘ 877-276-1942 CRM Rules for Microsoft Dynamics CRM Easily configure dynamic CRM forms.

More powerful than Business Rules.

Data Integration eBridge Connections http://www.ebridgeconnections.com 800-755-6921 eBridge Integration Solution The leading cloud integration platform for EDI, eCommerce & CRM systems.

Data Management

Globe Software http://www.globesoftware.com 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

InsideView http://www.insideview.com/microsoft/the-list 415-728-9363 InsideView Data for Microsoft Dynamics CRM Clean, append & maintain your CRM data with InsideViewâ&#x20AC;&#x2122;s current, complete company & contact data. Do it automatically or with one-click sync.

http://www.ebridgeconnections.com 800-755-6921 eBridge for CRM Cloud solution for seamless integration of customer & opportunity data.

Axapta

Great Plains

56 | CRMUG Magazine

Blue Horseshoe http://www.bhsolutions.com â&#x20AC;˘ 317-573-2583 Supply Chain Suite for Dynamics AX Gold Certified ERP Partner providing Tier-1 end-to-end implementation services as well as Industry Leading software to fully optimize your Supply Chain. See what's new in the Supply Chain Suite for Dynamics AX.

Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency.

Gain from our experience!

Navision

Solomon

http://www.ebridgeconnections.com 800-755-6921 eBridge for eCommerce Cloud integration with 20+ eCommerce platforms eg. Magento, Amazon, eBay.

k-eCommerce http://www.k-eCommerce.com 855-k-eCommerce k-eCommerce Integrated B2B, B2C & Sales Portal websites deployed on premise or in a PCI Certified cloud. Built-in CMS, SEO, multilingual / multicurrency capabilities & responsive web design to support mobile & tablet devices.

Liaison Software Corp http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales.

Attach supporting documentation.

Use existing reports (GP report writer, SSRS, Crystal).

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

EDI eBridge Connections

PaperSave http://www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

http://www.ebridgeconnections.com 800-755-6921 eBridge for EDI Cloud EDI solution, no transaction fees, 1000+ trading partners.

Electronic Document Delivery (Email)/Faxing

E-commerce Liaison Software Corp Avalara, Inc. http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales.

Attach supporting documentation.

Use existing reports (GP report writer, SSRS, Crystal).

Electronic Signatures AssureSign LLC

Clarity Ventures

Distribution

eBridge Connections

KEY:

eBridge Connections

Document Management

Credit Card/Check Processing

HORIZONTAL

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of todayâ&#x20AC;&#x2122;s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

http://www.partnerchannelclarity.com 800-928-8160 NEW: Clarity eCommerce Fully custom, scalable enterprise eCommerce integrated with Dynamics for the best possible digital experience. Built in customized reporting, SEO, business intelligence and comprehensive administration features.

Customer Relationship Management

Retail Management System

http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Point of Sale

Expense Solutions

DATABASICS, Inc. http://www.data-basics.com â&#x20AC;˘ 314-282-9561 DATABASICS Time, Expense and Invoice Reporting DATABASICS offers SaaS solutions for Expense Reporting, Time Tracking and Vendor Invoice Management. Flexible, powerful, easy to use.

Gorilla Expense http://www.gorillaexpense.com â&#x20AC;˘ 877-973-6737 Gorilla Expense The Gorilla Expense T&E solution includes mobile apps, purchase card & corporate credit card reconciliation, project accounting expenses, multi-currency, VAT/GST capture & robust integration with GP, NAV, AX & SL.

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of todayâ&#x20AC;&#x2122;s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

The Portal Connector http://www.crmportalconnector.com/ 705-726-2966 NEW: The Portal Connector for Dynamics CRM Drag and drop your way to powerful CRM Portals in mins. Responsive design, ecommerce, enterprise CMS and prebuilt templates, all built in.

Pricing Flintfox International Limited

Job Costing

Occupational Health & Safety

JOVACO Solutions Inc. http://www.jovaco.com â&#x20AC;˘ 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 Marshal Comprehensive QHSE application.

Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant.

Project Accounting

Reconciliation matches all incoming payments.

Portals Gorilla Expense

Adxstudio Inc. http://www.adxstudio.com â&#x20AC;˘ 800-508-7811 Adxstudio Portals Transforming the customer web experience with Portals for Dynamics CRM.

http://www.gorillaexpense.com â&#x20AC;˘ 877-973-6737 Gorilla Expense The Gorilla Expense T&E solution includes mobile apps, purchase card & corporate credit card reconciliation, project accounting expenses, multi-currency, VAT/GST capture & robust integration with GP, NAV, AX & SL.

DynamicPoint http://www.dynamicpoint.com â&#x20AC;˘ 562-726-4396 Employee, Vendor & Customer Portals Integrated with Microsoft Dynamics Extend crucial Microsoft Dynamics data with custom SharePoint Portals.

KEY:

Axapta

Great Plains

Navision

Solomon

Globe Software http://www.globesoftware.com 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

Solver

Blue Horseshoe http://www.bhsolutions.com â&#x20AC;˘ 317-573-2583 Supply Chain Suite for Dynamics AX Gold Certified ERP Partner providing Tier-1 end-to-end implementation services as well as Industry Leading software to fully optimize your Supply Chain. See what's new in the Supply Chain Suite for Dynamics AX.

System Enhancement

DynamicsDownloads

http://www.solverusa.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

http://www.DynamicsDownloads.com 419-581-2300 DynamicsDownloads Looking for a Dynamics Add-On Solution?

Search, Buy and Sell here!

Tax

Sales Order Processing Enhancement Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of todayâ&#x20AC;&#x2122;s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Liaison Software Corp http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales.

Attach supporting documentation.

Use existing reports (GP report writer, SSRS, Crystal).

Arbela Technologies http://www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency.

Gain from our experience!

Retail Management System

http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Time and Attendance

DATABASICS, Inc.

Supply Chain Management

Customer Relationship Management

Avalara, Inc.

http://www.data-basics.com â&#x20AC;˘ 314-282-9561 DATABASICS Time, Expense and Invoice Reporting DATABASICS offers SaaS solutions for Expense Reporting, Time Tracking and Vendor Invoice Management. Flexible, powerful, easy to use.

JOVACO Solutions Inc. http://www.jovaco.com â&#x20AC;˘ 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Point of Sale

Q2/Q3 2015 | 57

HORIZONTAL

JOVACO Solutions Inc. http://www.jovaco.com 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

http://www.flintfox.com â&#x20AC;˘ 844-876-4276 TPM for Dynamics Suite Flintfox solutions provide a single, integrated platform to manage all trade promotion activity, from client relationships to the financial execution; streamlining information and managing complex pricing with ease.

Reporting

Trade Promotion Management

Travel Expense Management

Flintfox International Limited

Gorilla Expense

http://www.flintfox.com â&#x20AC;˘ 844-876-4276 TPM for Dynamics Suite Flintfox solutions provide a single, integrated platform to manage all trade promotion activity, from client relationships to the financial execution; streamlining information and managing complex pricing with ease.

Workflow / Notifications DynamicPoint http://www.dynamicpoint.com â&#x20AC;˘ 562-726-4396 SharePoint Workflow Solutions that Integrate with Microsoft Dynamics Custom SharePoint workflows integrated with Dynamics GP, NAV and CRM.

http://www.gorillaexpense.com â&#x20AC;˘ 877-973-6737 Gorilla Expense The Gorilla Expense T&E solution includes mobile apps, purchase card & corporate credit card reconciliation, project accounting expenses, multi-currency, VAT/GST capture & robust integration with GP, NAV, AX & SL.

PaperSave http://www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

Services .NET Development

Cloud Computing

KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences.

Sub-contractor rates to other resellers.

Application Service Provider/Hosting

Myappsanywhere

SERVICES

http://www.myappsanywhere.com 888-636-HOST Premier Cloud Computing Provider Myappsanywhere provides a complete go-to-market integrated cloud solution delivering 99.999% uptime, customizations, no minimums and secure storage in its privately-owned SSAE 16 Type 2 data center facilities.

Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label â&#x20AC;&#x153;Dynamics Cloud Business in a Boxâ&#x201E;˘â&#x20AC;? Cloud & Hosting Services for Dynamics Partners Donâ&#x20AC;&#x2122;t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Programâ&#x20AC;&#x201D;YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract.

WE make YOU look like a Cloud Expert!

KEY:

Axapta

Great Plains

58 | CRMUG Magazine

RoseASP http://www.roseasp.com â&#x20AC;˘ 858-794-9403 RoseASP Hosted Microsoft Dynamics on Azure/ Private/Hybrid Cloud Solutions.

Comprehensive pricing model for SPLA/Subscription Licensing - financially backed uptime guarantee. SSAE-16 data centers, SOX, HIPAA, FDA Compliancy.

WatServ http://www.watserv.com 866-531-2598 ext. 2311 Hosting and Cloud Computing for Microsoft Dynamics ERP and CRM WatServ is one of North America's largest, most experienced providers of Cloud Computing services for Dynamics AX, NAV, GP, SL & CRM.

Business Process Outsourcing

Enterprise Ventures Corporation http://www.bpmtoday.net/ â&#x20AC;˘ 404-600-9252 NEW: Intelligent Business Process Management Solutions The #1 Gartner rated Business Process Management suite for Microsoft Dynamics. We provide organizations with a Total Optimization platform to achieve breakthrough results in lean process improvement.

Closing Sales InsideView http://www.insideview.com/microsoft/the-list 415-728-9363 InsideView for Microsoft Dynamics CRM Find and win more deals with InsideView market intelligence from 30,000 sources inside CRM â&#x20AC;&#x201C; current, complete company and contact data, news, social feeds, and a comprehensive connections network.

Navision

Solomon

Data Services

Data Resolution, LLC http://www.dataresolution.net â&#x20AC;˘ 877-878-9108 ERP Clouds Data Resolution is dedicated to delivering private ERP cloud services branded as the partners brand. We keep all of our cloud customers optimized & working 24 hours a day, worldwide for the last 12 years.

Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label â&#x20AC;&#x153;Dynamics Cloud Business in a Boxâ&#x201E;˘â&#x20AC;? Cloud & Hosting Services for Dynamics Partners Donâ&#x20AC;&#x2122;t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Programâ&#x20AC;&#x201D;YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract.

WE make YOU look like a Cloud Expert!

WatServ http://www.watserv.com 866-531-2598 ext. 2311 Hosting and Cloud Computing for Microsoft Dynamics ERP and CRM WatServ is one of North America's largest, most experienced providers of Cloud Computing services for Dynamics AX, NAV, GP, SL & CRM.

Custom Development KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Custom Development We are a certified .Net and Dexterity development group with over 15 years experience. Provide us with your requirements for a free estimate.

Customer Relationship Management

Retail Management System

InsideView http://www.insideview.com/microsoft/the-list 415-728-9363 InsideView Data for Microsoft Dynamics CRM Clean, append & maintain your CRM data with InsideViewâ&#x20AC;&#x2122;s current, complete company & contact data. Do it automatically or with one-click sync.

Dexterity Development KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences.

Sub-contractor rates to other resellers.

Implementation Services Bond Consulting Services http://www.BondConsultingServices.com 562-988-3451 NEW: Custom ERP & CRM Solutions That Streamline Your Business Processes We provide end to end ERP/CRM solutions which includes implementation, customization, integration, training and ongoing support. We work closely with ISVs to focus on multiple industries in SMB and Enterprise.

Manufacturing Implementation & Consulting

Accounting Software, Inc. http://www.accountingsoftware.com 916-476-5462 Accounting Software, Inc. We provide top shelf implementation and support to expand your industryspecific needs. We serve manufacturing, human resources, and payroll.

Point of Sale

Marketing Planning & Services

InDemand Trials

Sales Tax Management Service

Software Development Consulting

Looking Glass Marketing http://www.lookingglassmarketing.com 614-453-5927 Cost-effective Marketing Solutions for Microsoft Dynamics Partners Award-winning outsourced marketing services including lead generation, nurture marketing, email marketing, web design/SEO, content development.

Avalara, Inc. RoseASP http://www.goERPcloud.com â&#x20AC;˘ 855-ERP-CLOUD ERP Cloud Trials Test drive preconfigured Microsoft Dynamics industry specific demo environments with integrated ISV solutions built for the web. goERPcloud trials help users understand the power of Dynamics and the cloud.

Partner Support Service

http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences.

Sub-contractor rates to other resellers.

Training

The Partner Marketing Group http://www.thepartnermarketinggroup.com 605-574-9432 Microsoft Approved Vendor for Dynamics & R2R Marketing Consulting From strategic marketing plan development to the critical daily execution, this Microsoft experienced team can help fill your sales pipeline.

Tornado Marketing, Inc. http://www.tornado-marketing.com 608-213-0377 Marketing Consulting Tornado Marketing offers high-impact, highly effective marketing consulting.

10+ years in the channel. Websites. SEO. Copywriting.

Member Organizations ERP Software Blog http://www.groupbloggers. com â&#x20AC;˘ 888-800-0999 ERP Software Blog/ CRM Software Blog Group blog sites for VAR/ISV partners to increase SEO, web traffic,leads

Plumbline Consulting, LLC. http://www.PlumblineConsulting.com 419-581-2300 Partner Support Services Leverage our Partner Support Services, including Support, Custom Development & Implementation Assistance to expand your offerings. 25+ yrs.

Project Management

Accounting Software, Inc. http://www.accountingsoftware.com 916-476-5462 Accounting Software, Inc. We provide top shelf implementation and support to expand your industryspecific needs. We serve manufacturing, human resources, and payroll.

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

SharePoint Development DynamicPoint http://www.dynamicpoint.com â&#x20AC;˘ 562-726-4396 Your Source Exclusively for Microsoft Dynamics & SharePoint Integration Portals, Business Automation & Custom Products integrated with Dynamics.

Social Media The Partner Marketing Group http://www.thepartnermarketinggroup.com 732-237-8795 Butterfly Publisher Join Dynamics partners on Butterfly, a publishing & lead capture platform that makes your social, blog & newsletter marketing more effective!

Stratton & Associates, Ltd. http://www.strattonassociates.com 508-497-9638 NEW: CRM Dynamics Training Deep dive into CRM, including 2015, with Strattonâ&#x20AC;&#x2122;s customizable instructor led classroom training. Choose the topics you want to cover.

Upgrades

InterDyn BMI http://www.interdynbmi.com â&#x20AC;˘ 866-264-3249 InterDyn BMI Microsoft Gold Certified provider of innovative solutions for over 30 years.

Writing/Documentation Services The Partner Marketing Group http://www.thepartnermarketinggroup.com 605-574-9432 Blogs, Case Studies, Infographics, Websites Use 'content marketing' to build your brand and drive prospects into your sales pipeline.

Learn why Karen with ChargeLogic likes The List: â&#x20AC;&#x153;The List provides a fast and easy way for Microsoft Dynamics users to find the perfect solutions to fit their needs. All the leading solutions are there in one place. Having access to The List on your mobile device makes finding what you need easy no matter where you areâ&#x20AC;&#x201D;at the airport, in a meeting, or on the road.â&#x20AC;?

KEY:

Axapta

Great Plains

SERVICES

Karen Tran ChargeLogic

Navision

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Q2/Q3 2015 | 59