2015 Q1 - CRMUG Magazine by Dynamic Communities, Inc

Q1 2015

www.CRMug.com

Embracing Technology Microsoft Dynamics CRM 2015 has Arrived The User/Partner Relationship

Making the Connection

Best Practices:

All About the Upgrade

Somewhere in CRMville...

With D&B on your side, you can wipe dirty data clean, perfect your segmentation, bring sales and marketing together, and leap tall buildings in a single bound! OK, maybe not the leaping part, but you can achieve: Better prospecting: Find new prospects at all levels in an organization. Data cleansing & matching: Gold standard DUNS number does the hard work Data enrichment: Segment with key data points on businesses and contacts Lead form enrichment: Shorten web forms and enrich inbound leads

In Every Issue

contents Q1 2015

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Tweet It! What’s your most important goal related to Microsoft Dynamics CRM? Share your thoughts on Twitter #CRMUG.

Q1 2015

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Embracing Technology MICROSOFT DYNAMICS CRM 2015 HAS ARRIVED The User/Partner Relationship MAKING THE CONNECTION

Best Practices: ALL ABOUT THE UPGRADE

5 7 8 9 10 15 19 23 26 27 32 32 35 42 43

CRMUG Summit 2015 . . . . . . . . . . . . 18

Tribridge . . . . . . . . . . . . . . . . . . . . . . . 51

Focus on Education Name That Photo Contest On Topic Academy Corner What’s Trending Logo Contest What’s New on the CRMUG Website Volunteer of the Quarter: Christine Schroeder The CRM List, from The Partner Channel

User Member Showcase SCMG Connect

Upgrading Microsoft Dynamics CRM: Best Practices and Considerations

Tips & Tricks Ignore Inactive Records While Using the Native Import Tool

29 30

CRMUG Volunteer Opportunities

34 36

Thank You CRMUG Summit 2014 Sponsors

38 40

The User/Partner Relationship

Resco.net . . . . . . . . . . . . . . . . . . . . . . 33 Rockton Software. . . . . . . . . . . . . . . . 16

Word Find

New Features in Microsoft Dynamics CRM 2015

Perceptive Software. . . . . . . . . . . . . . 28 PowerObjects . . . . . . . . . . . . . . . . . . . 52

Chapter News

14 17

Experlogix, Inc.. . . . . . . . . . . . . . . . . . 24 mcaConnect, LLC. . . . . . . . . . . . . . . . . 4

Welcome to Our New Members

Member in Action Alison Kendrick

CRM Vertex. . . . . . . . . . . . . . . . . . . . . . 6 Dun & Bradstreet . . . . . . . . . . . . . . . . . 2

Meet Your Peers

ClickDimensions. . . . . . . . . . . . . . . . . 39 Cobalt . . . . . . . . . . . . . . . . . . . . . . . . . 31

Events

Features

Advertiser Index Adxstudio Inc. . . . . . . . . . . . . . . . . . . . 21

From the Director

Tips & Tricks Work-around for Free-form Country and State Text in the Mobile App

Microsoft Member Showcase Matt Barbour

ISV Partner Member Showcase Beringer Associates, Inc.

Industry Showcase Healthcare Q1 2015 | 3

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letter

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

Getting On the Line with CRMUG

Tony Stein

t took a while for my grandfather’s generation to adopt, but eventually even they got “on the line”, as he calls it. As a hardworking and successful small grains farmer for more than 50 years, he couldn’t care less what us computer folk want to call being “online” these days. Maybe in the cloud, on the cloud, around the cloud, or as he stated, “on the line” works just ﬁne. And like our cars, even the farm equipment used today is connected. I enjoy seeing his reaction to features and upgrades made in equipment that he started farming with, like the trustworthy Case 930 tractor that has now become a Case STX Steiger Quadtrac.

The images alone tell a story as I instinctively see a correlation between what I feel many of us as Microsoft Dynamics CRM Users may have realized in using earlier versions of the solution, no matter who the vendor. Personally I can’t but help envision Microsoft Dynamics CRM v1.2 being the left image, and on the right we now have Microsoft Dynamics CRM 2015. It is reassuring to know that as with great platforms in farming (Case IH, John Deere, etc.) we, too, are fortunate to have a great vendor and platform that we all know will see our CRM endeavors through fruition. How can one not be excited about the direction Microsoft Dynamics CRM is going? The Q3 wave of 2014 brought us Microsoft Dynamics CRM 2015, which includes administration experience updates to Microsoft Dynamics CRM Online, search updates, security enhancements, visual hierarchy, product families, rollup, and calculated ﬁelds, to name just a few of the many new features and capabilities involved with this latest release. This edition of CRMUG® Magazine is themed around Microsoft Dynamics CRM 2015, with insight throughout the User and subject matter expert community. I encourage you to get “on the line” with us at CRMUG and embrace your User community and the multiple ways for you to engage and increase your CRM success. Our teams are busy with CRMUG Academy, Chapters, and Collaborate as well as virtual events such as the upcoming “Get2Know CRM 2015” OneSource webinar series that I believe all of you will ﬁnd extremely helpful in embracing this latest release. Have a great Q1!

Tony Stein CRMUG Director Q1 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

April 23 – Florida | Ft. Lauderdale/

www.crmugsummit.com/reno

Academy Courses

Webinars

April 1 – Administrator Black Belt

March 23 – OneSource Excel

October 12 – 13 | Reno, Nevada

www.crmugsummit.com/reno

CRMUG Summit 2015 October 14 – 16 | Reno, Nevada

Training Series – Purple Belt April 1 – Administrator Black Belt Training Series – Brown Belt April 7 – Administrator Black Belt Training Series – Black Belt April 7 – Administrator Black Belt Training Series – Brown Belt April 23 – Microsoft Oﬃce Excel Intermediate – It’s All About The Pivot

Nashville April 21 – Australia | Canberra April 22 – Australia | Adelaide

Series: How to be a Power-User of PowerPivots March 24 – Partner Showcase - C5 Insight March 24 – Non-Profit Special Interest Group March 26 – Technical/Developer SIG: Opensource/XML Toolbox Fundamentals (Part 1) March 26 – Technical/Developer SIG: Summit 2014 Encore - Workflows for Developers/Custom Workflow Activities March 27 – Ask the Experts: CRMUG Medic Friday - The Docs Are In! March 27 – OneSource Excel Series: Turn Up the Heat with Power Map March 30 – Get2Know Microsoft Dynamics CRM 2015 Series: Taking the Leap – Microsoft Dynamics CRM 2011 to Microsoft Dynamics CRM 2015 Upgrade Best Practices April 1 – OneSource Excel Series: Excel Idol April 1 – CRM Administrator/IT Support SIG: Dashboards for the CRM Administrator - Not Your End User’s Dashboard! April 2 – Technical/Developer SIG: Opensource/XML Toolbox Advanced (Part 2)

April 2 – Partner Showcase Tribridge: Adoption Essentials for Microsoft Dynamics CRM April 7 – CRM Administrator/IT Support SIG: Assess Your Micrsoft Dynamics CRM Success - How is Your Project Really Going? April 9 – Get2Know Microsoft Dynamics CRM 2015 Series - User Experience Upgrades April 10 – Get2Know Microsoft Dynamics CRM 2015 Series Covering the Field(s) – Rollup and Calculated Style April 14 – BI & Reporting SIG April 14 – Leadership SIG: Microsoft CustomerSource - Your Dynamics Life Support System April 16 – Leadership SIG: The Art of Winning More Business with LinkedIn April 20 – Women in Dynamics SIG April 21 – Get2Know Microsoft Dynamics CRM 2015 Series: What’s New with Advanced Find, Charts, and Dashboards April 22 – Partner Showcase - Rockton: Small Business Accounting Inside Microsoft Dynamics CRM Online April 23 – Get2Know Microsoft Dynamics CRM 2015 Series: Enhanced Business Processes (Part of an ongoing series) May 12 – Distribution SIG May 12 – Leadership SIG: Delivering Happiness - A Path to Proﬁts, Passion, and Purpose May 19 – Microsoft Dynamics CRM Online & Administrator/IT Support SIGs: Tips & Tricks for Implementing ADFS

Q1 2015 | 7

U RM CR G C G MU M CR C UG 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

Alex Fagundes CIO PowerObjects Alex.fagundes@ powerobjects.com

What are you most looking forward to with Microsoft Dynamics CRM 2015? One of my favorite new features is not really a new feature but an enhancement. Business rules came out in Microsoft Dynamics CRM 2013 but had some severe limitations. These have now been enhanced to support both “if…then” and “and/or”. This enhancement has greatly increased the types of use case that can now utilize business rules which is point-and-click to use, compared to the traditional custom coding in JavaScript or a plugin.

Dave Carr CRM solution consultant Tribridge, Inc. Dave.carr@tribridge.com

What are you most looking forward to with Microsoft Dynamics CRM 2015? There’s a lot, but the highlights to me are adding branching and programmatic control to the Business Process Flow (BPF), which should make BPFs a real diﬀerentiator for Microsoft. I also like what they’ve done in the Product area with product properties, bundles, and families. I’ll use the hierarchy view feature and the multi-entity search a lot, and of course, calculated and roll-up ﬁelds.

Mike Olean CRM and business development manager DHG

What are you most looking forward to with Microsoft Dynamics CRM 2015? Business Rules, and more speciﬁcally, 1) Executes on the service side (rules ﬁre regardless of User interaction); 2) Ability to set default values; and 3) Multiple conditions via “else”, “if ”, “Else if ”.

Mike.olean@dhgllp.com

Mishel Justesen marketing manager RBZ

What are you most looking forward to with Microsoft Dynamics CRM 2015? I can’t wait to get my hands on Dynamics Marketing and Social Listening. I’m also very excited about being able to customize the help menus so they relate to our CRM customizations and conﬁgurations.

Mjustesen@rbz.com

Tyler Sand application developer MarineMax Tyler.sand@marinemax.com

8 | CRMUG Magazine

What are you most looking forward to with Microsoft Dynamics CRM 2015? Using rollup and calculated fields to customize the solution. While similar functionality was always a possibility with custom development, the ability to do this out of the box with minimal configuration is so much more efficient and will provide a simple solution to many business needs! Rollup and calculated fields can be consumed across the entire application including forms, views, reports, charts, and dashboards.

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

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 Biamp Systems Captionmax CARITAS / Fleet Services Clarke Distribution Comfort Systems USA County of Montgomery, PA Cristal Metals Engage Software Ewing Marion Kauffman Foundation

FBL Financial Group GuideStone Financial Resources Idemitsu Lubricants America Indiana Youth Institute IU Health Physicians KnowWho Inc. Marten Transport, Ltd. Open Systems, Inc. People Serving People PeterPaulCo Petrotech, Inc.

Reinsurance Group of America, Incorporated Robins Kaplan LLP SabreTooth Technologies ShuBee Spirit Communications Star Tribune Stoneridge Software Inc. The Claro Group, LLC The Russo Group

New Partner Members CWR Mobility Encore Business Solutions

FitzGerald PMG Green Beacon Solutions

NexTec Group The Portal Connector for Dynamics CRM

Thank you to the following Members for participating in the CRMUG Member Get A Member Program: Alesha Baerenwald Britta Scampton Christine Sather Erica Foley Kevin Spaulding

Lynn Pelaez Matt McElreath Mike Olean Neil Benson Rich Anderson

Tara Sinclair Tim Thorpe Todd Brotzman Winston Faircloth

Visit www.crmug.com/membership/mgam to participate in the CRMUG Member Get A Member Program.

Q1 2015 | 9

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

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Up-and-Coming Chapter

MARYLAND (BALTIMORE) Chapter Leaders Phillip Kennedy director, information technology PANDORA Pkennedy@pandora.net Phillip Kennedy is the leader of the Maryland (Baltimore) chapter, a group that is just getting oﬀ the ground, with one meeting under its belt and another planned for March 2015. “We had members of the Microsoft Dynamics CRM solution architecture team run through some of the new features in Microsoft Dynamics CRM 2015, which was great,” says Phillip. “I also did a presentation on some of the Microsoft Dynamics CRM work we have been doing at PANDORA over the last six years. It seemed to be well-received, and the dialogue was good.” The Maryland (Baltimore) chapter is planning to meet quarterly, with time set aside for networking, a technology showcase, and a Customer showcase. Contact Phillip at Pkennedy@pandora.net for more information.

Chapter

HIGHLIGHTS 10 | CRMUG Magazine

» Eight people, excluding presenters, attended the ﬁrst meeting. » With Phillip as chapter leader, could free jewelry be a possibility?

We’ll see!

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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Up-and-Coming Leader

DAVID MERDIAN

IT lead CRM applications team Commerce Bank IT David.merdian@commercebank.com

David Merdian heads up the Kansas City chapter, drawing in attendees from all across Missouri. With an average of 30 active Members attending each meeting and “aha” moments at every turn, the chapter is eﬀective in helping Users overcome obstacles to make a true diﬀerence in how they use Microsoft Dynamics CRM. After celebrating their 2014 Chapter of the Year award at their last meeting, David feels prouder than ever to be part of the group. “This chapter has done an outstanding job, and I’m proud to be part of it. Having people attend from all across Missouri from other chapters, including the Ozark chapter, was an amazing experience, and it was great getting to meet Members face to face. Plus the cake that Onika (CRMUG chapter director) got us was delicious!” “Helping others overcome obstacles is very rewarding. I really enjoy sharing knowledge and learning from my peers.” David says, “It always makes me smile to see people open up and start to share their stories.”

“I love those moments when everything just clicks for someone, and you know the meeting was a success.” - David Meridian SAVE THE DATE IN 2015: April 2: Zap, Black & Veatch July 30: Adxstudio (planning to meet at a local winery) October 1: InsideView December 10: PowerObjects

» » » »

Leadership

HIGHLIGHTS Q1 2015 | 11

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

member in action

KARIBU SANA: YOU ARE MOST WELCOME HERE ALISON KENDRICK

About The Lunch Project The Lunch Project empowers communities to change their world by supporting school lunch programs in Tanzania and inspiring service in all children. Internationally, this organization funds lunches in Tanzanian primary schools, fueling children to learn while stimulating the economy through locally sourced goods and services. Stateside, the goal is to educate children by providing a highly-visual demonstration of the impact their actions can make around the world. Visit www. thelunchproject.org for more information.

12 | CRMUG Magazine

lison Kendrick, director of marketing at C5 Insight, experienced 10 days in Tanzania that were nothing short of amazing. From a few days dedicated to a safari in the Serengeti stirring up millions of wildebeests, to time spent gaining an in-depth look at how The Lunch Project model runs at two primary schools, Alison has the story of a lifetime to share. The Lunch Project is an organization that supports public primary school lunch programs in Tanzania to help give students the “fuel to learn”. Alison has supported the organization since its inception in 2012 and had quite a few friends that volunteered there as well as took part in its bi-annual trip to Tanzania. “The Lunch Project is a remarkable community-run organization that isn’t pushing the ways of the western world. The program is culturally sensitive, focusing ﬁrst on building the communities we support. It all begins with something as simple as lunch,” Alison says. “The food is sourced by local farms and cooked by local mamas. The money raised is continually going back into that community and pulling them out of an impoverished state through both education and economic development.” When there was an opening at the organization to build a marketing plan, Alison was ﬁrst in line to help The Lunch Project out. “I really love the communication aspect of what I do at C5 Insight and am grateful that we’re not just about technology; we’re more about the way people use that technology. It’s the story

“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

Q1 2015 | 13

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

JASON LATTIMER, senior CRM consultant and Microsoft Dynamics CRM MVP, PowerObjects CARSTEN GROTH, CRM MVP and xRM consultant and developer, FLS GmbH

New Features in

Microsoft Dynamics CRM CRMUG®: What are your initial thoughts about Microsoft Dynamics CRM 2015? Jason Lattimer (JL): I think Microsoft is making improvements in the right areas. They’ve taken all the great features released in Microsoft Dynamics CRM 2013, such as Business Rules and Mobile Client, one step further. It’s going in the right direction for sure. Carsten Groth (CG): A lot of exciting capabilities were released in Microsoft Dynamics CRM 2013, including SLA management and business process management. Now, with the improvements made in 2015, Users are able to make use of all those capabilities in their everyday professional world. CRMUG: What are your favorite new features and why? JL: The expansion of business rules so Users have more opportunities to avoid writing JavaScript is a huge win. Not many Users want to mess with that. The expanded serverside processing of Business Rules can also eliminate the need for plug-ins in some cases. There is also a new preview feature on the tablet client for iOS and Android that allows iframes and web resources to be used. This opens a wide array of possibilities for integration with other line of business applications or mash-ups with other services. CG: I think the branching of business process flows through the use of internal process automation is great. It guides a User through data entry points to get each and every task done and fulfilled. It’s almost like having a checklist at your desk. Software development kit (SDK) enhancements have also made a ton more possible on the back-end, giving developers more flexibility with smoother scripting. CRMUG: What will Users love the most about Microsoft Dynamics CRM? CG: Once Users have a well-set Microsoft Dynamics CRM solution with business rules and process flows in place, they will love its intuitive nature. There aren’t as many clicks or back and forth in terms of the User interface, which gives Users a lot more flexibility out of their daily processes, and they will feel more comfortable.

14 | CRMUG Magazine

2015

JL: Users are going to love the usability enhancements. The simple act of putting the advanced find and access to the multi-entity search on the main navigation so that they can launch it from anywhere is very basic, but it’s a very useful benefit that all Users can take advantage of. CRMUG: What won’t be as popular among Users, but really, just as important? CG: The few things done behind the scenes, such as messages added to the SDK, won’t be noticed but are especially important for developers and in making the solution flexible for customizations. Those types of enhancements make developers’ lives very easy and saves the end-User time and money in the long run. JL: Calculated fields and roll-up fields will allow Users to apply extended logic and calculations without the need to write accompanying code. It’s another great new feature, but not many are going to realize it’s there. CG: Yes, there’s great flexibility with calculated fields. We used to use plug-ins for this, but they weren’t as flexible. We should definitely see this feature more integrated in business areas of future versions. CRMUG: What advice can you share for Users about to undergo an upgrade to Microsoft Dynamics CRM 2015? JL: Make sure any custom code is up to date, including all thirdparty solutions, before you start your upgrade. Be aware that solutions exported from a Microsoft Dynamics CRM 2011 environment won’t import into Microsoft Dynamics CRM 2015. If they aren’t using any old functionality, they should go through the upgrade process fine, but you’ll see this problem if you try and import an old solution directly into a 2015 environment. CG: Preparation, preparation, preparation. Don’t rush your upgrade over a weekend and expect to be up and running that Monday. Prepare and identify working and non-working scripts to catch any old end-points. Also ask yourself, can you make use of the new capabilities? Make a checklist of the capabilities, and work in a team communicating with your Partner and each ISV solution vendor. CRMUG

Congratulations to Deborah Erickson of Bonneville Power Administration for winning the last

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

Deb Singletary Healthcare Ignore Inactive Records Industry Knowledge Learning Maryland Members Microsoft Dynamics CRM MVPs Networking On Topic Preview Programs SCMG Connect Showcase Social Media Tips and Tricks Upgrading Users Volunteer

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Work-around for Free-form Country and State Text in the Mobile App by Jason Lattimer

he following question was posted on www.crmug.com:

Was wondering if anyone had found a work-around for the free-form text for country and state? We currently have a custom java script in place, with lovely drop-down menus, BUT these scripts cause the CRM Mobile app to crash. We need to use the mobile app. Has anyone come up with some way to eliminate free type for the country and state fields and have the out-of-the-box mobile app work? One option might be to create new entities for state and country with state having a lookup to country. You could then replace the existing text fields with lookups to these new entities. When you are configuring the form for access to Microsoft Dynamics CRM from the browser, you can set the properties of the state lookup field to filter based on the selected country lookup. The caveat is this filtering doesn’t transfer to the tablet client, so you would still need to add JavaScript to change the filter on the state field when the country changes (similar to this post: http://crmtipoftheday.com/2014/11/27/lookup-fields-incrm-for-tablets), but it might end up causing fewer problems while still enforcing a predefined set of values. The code for the OnChange event of the country lookup would look something like this: Xrm.Page.getControl(‘new_state’).addPreSearch(function () { Xrm.Page.getControl(‘new_state’).addCustomFilter( “<filter type=’and’>” + “<condition attribute=’new_country’ operator=’eq’ uitype=’new_country’ value=’” + Xrm.Page.getAttribute(“new_country”).getValue()[0].id + “’ />” + “ </filter>”); });

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Q1 2015 | 17

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CRMUG Summit is my time to geek out with like minded people and be supported, challenged and inspired. I can't imagine missing it! -Britta Scampton, BGM TruNorth Wealth Partners

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

learn focus on education

Broaden Your

HORIZONS with CRMUG Black Belt Training

eb Singletary, vice president and e-business consultant at Wells Fargo, has had many years of experience with other CRM tools, but back in early 2014, she had only about nine months’ experience with Microsoft Dynamics CRM. Her role as liaison between the business groups that use Microsoft Dynamics CRM and the internal development staff made her want to understand their system from a more technical standpoint. “In order to provide better answers to User questions and write concise requirements for our technology team,” Deb recalls, “I was in need of some good technical training.” Where did she turn? CRMUG® Academy, of course! The Academy’s Black Belt Training Series is a structured, four-course series for Microsoft Dynamics CRM administrators and super-Users. The series is designed to help Users master their Microsoft Dynamics CRM solution. Starting as a Blue Belt in March 2014, Deb attended monthly trainings with other Users until the final training and test in August 2014. “It was such a wonderful opportunity to meet people with similar goals. For the Black Belt lab and test, we were broken into small groups, and each student in my group had different skill sets,

which made us a great team.” Deb continues, “It was a fun and educational experience that has ultimately better equipped me to understand Microsoft Dynamics CRM for my specific role.” Completing the Black Belt Series has helped Deb do her job in a more efficient manner. “I have a better understanding of what our Microsoft Dynamics CRM administrators, analysts, and developers need to do their jobs. And I can now provide a lot of this information upfront as part of my requirements. The time I save is applied to helping more Users and working on new projects,” Deb shares. Deb is grateful to take part in this type of professional development and that Wells Fargo is willing to support and pay for the training opportunity. “When my employer makes an investment like this in my education, it makes me a better employee by broadening and deepening the knowledge I need to do my job to the best of my ability,” she says. The Black Belt Series has already helped 461 grow professionally through technical training, and Deb is one of its advocates. “I would definitely recommend the Black Belt Series for people that provide administration and/or customization support of Microsoft Dynamics CRM. It never hurts to broaden your horizons!”

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Q1 2015 | 19

user member showcase

SCMG Connect COMPANY SCMG Connect INTERVIEWEE Eva Sandvik, senior access control analyst HEADQUARTERS San Diego, California PHONE 858-499-5600 EMAIL Eva.sandvik@sharp.com WEBSITE www.scmg.org ESTABLISHED 1989 MICROSOFT DYNAMICS CRM USER SINCE October 2013 CURRENT VERSION Microsoft Dynamics CRM 2013 Online NUMBER OF USERS 64

20 | CRMUG Magazine

lso featured in this issue’s Industry Showcase on page 40, Sharp Community Medical Group, Inc. (SCMG) is a private practice-based medical group in San Diego that provides patients with comprehensive healthcare through an extensive physician, ancillary, and hospital referral base. With its electronic health record (EHR) system, SCMG Connect supports more than 55 practices throughout the San Diego area.

Unique Account Management Eva Sandvik, senior access control analyst, ensures that SCMG’s Microsoft Dynamics CRM 2013 solution is on point to handle and track incoming tickets and service requests. “Although we’re not managing an actual sales process at SCMG, we follow unique account management steps from tracking interest to seeing what phase of implementation accounts are in,” Eva explains. With the Aﬀordable Care Act in full swing, electronic medical records are becoming the necessity. Eva adds, “Practices that delayed implementation of an EHR system are feeling the pressure to have electronic records in place quickly.” She continues, “Microsoft Dynamics CRM helps us track that level of interest in our product. For every account, we

can see who is interested, how long they’ve been interested, and the urgency or time limit against their specific requirements.” SCMG’s partnership with AlfaPeople helps the organization remain ISO-compliant and have the appropriate workflows and specs in place to track the status, timing, and solution of its accounts. SCMG leverages an online deployment that helps it stay up and running as well as fits a process its Users are comfortable with. Its parent organization, Sharp HealthCare, maintains servers and upgrades, but SCMG doesn’t have access to that, so having a solution that doesn’t require in-house support was critical. “Managing Microsoft Dynamics CRM is only 15 to 20 percent of my job,” Eva says, “So I don’t have the time to validate patches and upgrades or deal with servers going down.”

Tied for First Place: CRMUG® Webinars and Collaborate To say that Eva is an active student in the CRMUG community is an understatement. In addition to attending regular webinars and participating on Collaborate daily, Eva just completed her Black Belt Training. When asked what her favorite resources are, Eva answers that it is a tie between webinars and Col-

â&#x20AC;&#x153;The training shared real-world scenarios that helped me understand how I could apply the tips and tricks to my own business.â&#x20AC;? laborate. She adds, â&#x20AC;&#x153;The webinars are so handy, and I love that theyâ&#x20AC;&#x2122;re recorded. If a meeting pops up at the last minute, I can go back and listen to the whole webinar. Although, I much prefer to participate live with the opportunities to have questions answered on the spot.â&#x20AC;? Eva enjoys receiving daily emails from Collaborate forums because many times the posts parallel the issues and questions sheâ&#x20AC;&#x2122;s already experiencing. â&#x20AC;&#x153;People in the CRMUG community are super helpful and always willing to point me in the right direction,â&#x20AC;? she says. Her Black Belt experience ďŹ lled her administrator toolbox, and Eva now feels more conďŹ dent in knowing what her organization can do in-house versus what to outsource. â&#x20AC;&#x153;The training shared real-world

scenarios that helped me understand how I could apply the tips and tricks to my own business,â&#x20AC;? Eva recalls. Currently there isnâ&#x20AC;&#x2122;t a chapter in San Diego; Eva plans to attend an upcoming Irvine meeting to get a feel for the dynamic and gauge if there is an opportunity to grow a chapter in San Diego. â&#x20AC;&#x153;We have wonderful virtual support from our Partner and CRMUG, but it would be great to have in-person interactions to talk through issues,â&#x20AC;? Eva concludes. CRMUG Contact Eva at Eva.sandvik@sharp.com if youâ&#x20AC;&#x2122;re interested in a San Diego chapter.

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Q1 2015 | 21

feature

Upgrading Microsoft Dynamics CRM: Best Practices and Considerations story by Chris Cognetta, CRMUG Partner Member Tribridge

aving been around Microsoft Dynamics CRM since version 1.0, I have gone through a wide array of changes with the core platform and have implemented more than 200 deployments across on-premise, private cloud, and Microsoft Dynamics CRM Online environments. As such, I have developed a number of best practices and considerations from working in real-world situations, and I would like to share a few with you.

Hardware The first consideration should be your overall hardware environment that supports your Microsoft Dynamics CRM system. The quality, capacity planning, scalability, backup, and disaster recovery plans all impact your end Users’ adoption ratio. If these are not rock solid, your CRM adoption rate will suffer greatly. Today’s IT world has gone totally virtual, and for good reason. The flexibility and advantages to using virtual machine technology such as Microsoft’s Hyper-V and VMware ESX are tools no IT team can live without. Gone are the days of individual, physical machines tasked solely to one purpose. Now we have large virtual hosts with enormous amounts of memory, processors, and disks that can be shared across hundreds of virtual machines. They provide flexible capacity planning with the ability to adjust parameters on the fly and distribute the load across many virtual hosts. There’s simply no reason not to take advantage of these technologies when rebuilding or deploying your new CRM platform. The other direction, zero hardware, is commonly referred to as the “the cloud”. Many companies would like you to think the cloud is new and exciting, but really this technology has been around for many years in data centers all over the world. The main changes have been the introduction of SasS (Software as a Service) which provides a completely managed solution for hardware and software at an attractively monthly price without hardware or maintenance costs. In the Microsoft Dynamics world, this could be Microsoft Dynamics CRM Online, which is Microsoft’s public cloud, private cloud services such as Concerto Cloud, Amazon Web Services (AWS), or Azure in the near future. These options all have their pros and cons, but if deployed correctly, they can successfully help your business achieve its uptime requirements while reducing your overall IT overhead.

Environments As another best practice, regardless of deployment option or User base, you need to consider at the minimum a test environment. This 22 | CRMUG Magazine

will allow you to test any new customizations, features, service packs, or ISVs you want to add before impacting your production system. Don’t be the one taking the risk in your production system without testing your change. This also can lead to poor User adoption due to discovering your bugs.

Operating System With the latest release of Microsoft Dynamics CRM 2015, we will be required to upgrade to both Windows Server 2012 and SQL Server 2012 as support for Windows Server 2008 and SQL Server 2008 has been completely dropped. This is an excellent time to start planning the use of virtual machines or looking toward the cloud model. You’re not only looking at the hardware costs, but you will also have to purchase these licenses for your environments. Since Microsoft Dynamics CRM 4.0, many Customers have been running on Windows Server 2008.

Desktop We also need to consider that your end-Users’ operating systems also must be upgraded. Windows XP is no longer supported; nor are Office and Exchange 2003. These technologies will need to be upgraded to take advantage of the product features in Microsoft Dynamics CRM 2015. This is also a good time to consider an Office 365 subscription. Office 365 is another SaaS offering by Microsoft. It provides access to the complete Office toolset via the cloud, but other services such as Exchange and SharePoint Online can be added. So you will not only have to look for these older technologies around the office, but you’ll also need to see what other applications have these older requirements, as they will also need to be addressed.

Mobility Microsoft Dynamics CRM 2015 provides a complete mobile experience out of the box for many of today’s popular phones and tablets such as iPhone, iPad, Android, and, of course, Windows Phone. The mobile experience will allow your Users to work from anywhere, giving your business the mobile advantage. Technologies such as Microsoft Active Directory Federated Services (ADFS) will be required to provide the secure connections to Microsoft Dynamics CRM 2015 through an Internet-facing deployment (IFD). Many companies have strict security regulations, and remote access requires a VPN. This is a highly debated topic, and it can impact the performance and User experience of your CRM system. ADFS is used in Microsoft’s online cloud for millions of Users daily.

Features Microsoft Dynamics CRM 2015 is exploding with new features, and the release cycles are getting even faster. This is great news for the consumer, as many business requirements can be solved without outof-the-box conﬁguration versus development. This trend to reduce the amount of custom development will continue into the future and is driving Microsoft to push the Microsoft Dynamics CRM platform. You can ﬁnd out what’s new in Microsoft Dynamics CRM 2015 via the Microsoft Dynamics CRM Customer Center at www.microsoft. com/en-us/dynamics/crm-customer-center/default.aspx. There’s a wealth of information, videos, and how-to-get started details.

Upgrading If you’re considering an upgrade to your existing Microsoft Dynamics CRM platform, you will want to consider taking advantage of these features. However, this must be a planned event. You will want to consider a phased approached that allows the system to be upgraded and your Users trained on the new navigation system. Then you can start to roll out new features after you’re live. A best practice is to review your existing platform for customization such as JavaScript coding on your forms. This type of code was required in the past to manipulate the CRM ﬁelds for custom business logic. Today, out-of-the-box business rules in Microsoft Dynamics CRM can handle your complex JavaScript needs, hence giving you the ability to drop your customizations during the upgrade and not having to worry about them for future upgrades. A redeployment process will also be used that will copy your entire production database down to your development server so that you can start and test the complete upgrade process. This is crucial to

the success of your go-live date, and it should be repeated to get a detailed work plan together. Many ISVs of the past are no longer needed as the Microsoft Dynamics CRM platform has grown to take on daily challenges such as multi-entity search, business process ﬂow, mobility, and others right out of the box!

Partners Implementing a new Microsoft Dynamics CRM system should follow a proven, well-documented approach that a qualiﬁed Microsoft Dynamics CRM Partner can bring to the table. A Partner will help ensure that your system meets your Users’ requirements and has been properly planned to provide your business with the best User experience. Many businesses have attempted to install Microsoft Dynamics CRM on their own, which is only part of the challenge. Having a welldocumented infrastructure and requirements will help keep your User adoption on pace when it comes to implementing new changes. Finally, when choosing a Partner, absolutely request a reference check with their own Customers and Microsoft. Remember that a great way to engage other Microsoft Dynamics CRM Users is at local CRMUG® chapter meetings.

Conclusion It’s an exciting time to work in the Microsoft Dynamics CRM space, and the platform continues to evolve to meet Users’ daily business challenges. CRMUG Chris Cognetta is a Microsoft Dynamics CRM MVP and director, center of excellence for Tribridge and can be reached via email at Chris.cognetta@tribridge.com.

NAME THAT PHOTO

CONTEST Whatever was said was something worth noting. What do you imagine it was? Simply email your submission to Captioncontest@crmug.com. The winning submission will be printed in the magazine’s next issue. Q4 CONTEST WINNER: VE Chip Thiel of Ohio Gratings, Inc. “OMG…everybody look busy and say something important! I think we’re gonna be in the next photo contest!” Q1 2015 | 23

Make Your Own Rules

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t&t

TIPS & TRICKS

Ignore Inactive Records While Using the Native Import Tool by Taylor Ulie and Gerard Yuko he following question was posted on www.crmug.com and Taylor Ulie, assistant vice president and senior application analyst for Nuveen Investments, and Gerard Yuko, CRM developer for Lightower Fiber Networks, Inc., both jumped in with some advice. Do you have another idea? Log on to www.crmug.com to share your suggestion.

“I’m trying to import some account records into Microsoft Dynamics CRM, but the import job always errors out with ‘duplicate....’ error message. Investigation shows that the system is comparing with inactive records even though the duplicate detection rule has ‘ignore inactive records” enabled. Is there something that I’m missing or a workaround?’ Taylor’s Answer: “I’m assuming your issue is in resolving lookups during import and not with the duplicate detection rules, as the rules just prevent you from creating duplicate records based on your criteria. The error about a duplicate reference is from an issue with a lookup ﬁeld on your import. The lookup was not able to ﬁnd a unique record, and therefore, it is not sure which one to link to the record you are creating. What you can do to get around this is to edit your data map during import and change the values those lookups match against. By default, it’s going to be the name which often has duplicates, and so it can’t be resolved that way. If you change it to some other unique value on the lookup record, it will work. The article at this link, https://exploringxrm. wordpress.com/2012/05/08/resolving-duplicate-lookup-referencesin-import-process, has screenshots that should help.”

Gerry’s Answer: “I am running into the same issue, and there is supposedly a workaround in Update Rollup 5, but I tried following the steps with no luck. The issue is with importing data fields that are lookups. For instance, if I am adding contacts that lookup accounts, any accounts that have the same account name will fail, even if one of them is inactive. This often happens because two accounts with the same name have been merged, and one of them is now inactive. Because the import by default checks inactive records, it finds a duplicate lookup value but does not know which record to use. There are two painful workarounds for this. One is to rename all of the inactive accounts so they are different. For instance, we can put an ‘x’ in front of the name, thus preserving the name while making it unique. But we would have to activate all of the inactive records first, then update them and finally make them inactive again. The second choice is to use the Microsoft Dynamics CRM unique ID as the lookup instead of the name. In the Excel spreadsheet, you would need to use a VLOOKUP to update the field to a unique ID. In the case of hundreds and even thousands of records, this could be precarious at best. Adam Vero pointed out that you can create an on-demand workflow to update a Microsoft Dynamics CRM record that is already inactive. The workflow can place text like ‘Inactive:’ in front of the account name. Going forward, you can set up this workflow to fire every time a record (account, in our instance) is deactivated. This will ensure that account names will be unique when merging records. Microsoft’s solution is stated at http://msdn.microsoft. com/en-us/library/hh547424.aspx. I tried using the steps described in this article but failed: http://xrmconsultant. blogspot.com/2012/04/story-of-import-inactive-record.html. Here is another article that may help as well: www.zero2ten.com/ blog/excluding-inactive-records-on-duplicate-detection-formicrosoft-dynamics-crm-2011.” CRMUG

Q1 2015 | 25

topic on

...with CRMUG® Members

We reached out to Microsoft Dynamics CRM Users to ﬁnd out which features they’re most excited about in Microsoft Dynamics CRM 2015 as well as when they’re planning to upgrade. Here’s what they had to say:

26 | CRMUG Magazine

Brad Freeman CRM owner, Complete Innovations Inc. Brad.freeman@ﬂeetcomplete.com

Clarissa Simpson business systems analyst and CRM administrator, Ford Motor Company Csimps68@ford.com

Dan Madden CRM specialist and sales coordinator, SEI Dmadden@seic.com

We’re really excited about the new marketing enhancements and analytics. Integrating social listening with our on-premises deployment and having the ability to track our marketing sentiments real-time is a tremendous win for us. Additionally, the ability to manage our campaigns with more analytics will make our marketing eﬀorts more eﬀective! We are currently running Microsoft Dynamics CRM 2011, but we will be upgrading to Microsoft Dynamics CRM 2015 within the next couple months!

I’m most excited about Uniﬁed Service Desk and Service Level Agreements. We are in the planning process for two major upgrade phases: Microsoft Dynamics CRM 2011 UR18 and then Microsoft Dynamics CRM 2015 with Uniﬁed Service Desk.

I often find myself trying to help break down sales, service, and marketing silos, so the Sales Collaboration Panel is a very exciting feature that I intend on leveraging to the fullest extent. The interactive marketing calendar will help solve challenges associated with tracking various moving parts of integrated marketing and advertising campaigns. The enhancements made to Guided Processes will also be a significant win for Microsoft Dynamics CRM administrators, sales and service professionals, business managers, and executive management as it helps facilitate repeatable processes and best practices to streamline some of our existing processes, which should improve process consistency and can aid in increasing sales win rates. Lastly, the new sales hierarchical visualizations and roll-ups will bring real-time territory and forecasting data to our fingertips, and having this information readily available is now a must in sales forecasting. Staying ahead of your User base, existing platform, and Microsoft’s technology roadmap is always a challenge, but when you see significant value in system updates that will help solve key business challenges, that should be a critical driver for implementation/upgrade schedules. Upon implementing this product, I have been blown away at where this platform is headed and how it helps us look at Microsoft Dynamics CRM in a different way. As a CRM administrator, it’s critical to help sell the “What’s In It For Me” to the business, and Microsoft Dynamics makes that an easy feat.

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

CRM

The CRMUG Administrator

BLACK BELT TRAINING SERIES

GOES ON DEMAND

RMUG® Academy is excited to announce a new learning opportunity for CRMUG Members and subscribers: The CRMUG Administrator Black Belt Training Series will now be available online 24/7. The series is a structured, four-course series for Microsoft Dynamics CRM administrators, super-Users, and department heads. The series is designed to help attendees master the art of administrating, conﬁguring, and adapting Microsoft Dynamics CRM. Administrator Black Belt On-Demand gives students access to the complete class content online – anytime, anywhere – and at their own pace. This format includes a combination of instructor-led orientation and support sessions as well as high-quality videos streamed directly to their Internet-connected device. Students will progress through a series of modules by responding to questions along the way. At the completion of the modules, detailed instructions on setting up and completing lab assignments are provided. The successful completion of the lab provides attendees with the correct answers to their Blue, Purple, Brown, or Black Belt Exams. At a glance, here’s how it works: » Attendees start with the Blue Belt course and build their skills as they work their way through the Purple Belt, Brown Belt, and ﬁnally, the Black Belt course. » Each course ends with an online lab and test for students.

» Each student must successfully complete and pass labs and tests to proceed to the next belt. This hybrid approach to course content enables Members to interact with instructors while completing modules and labs at their own pace, wherever they might be. Mastering Microsoft Dynamics CRM is easier than you think with Administrator Black Belt Training from CRMUG Academy. Visit www.crmug.com/academy to see the complete schedule of CRMUG Administrator Black Belt Training Series courses, along with pricing and registration information. Enroll today! You can read more about one of our Black Belts, Deb Singletary, on page 19. Congratulations to all our CRMUG Administrator Black Belts! » Anton Zaynakov, Studer Group » Christina Letto, Briggs & Stratton » Curtis Ward, Lend Lease » Deb Singletary, Wells Fargo Services Group » Jay L. Murphy, Red Lion Controls » Jim Crum, Camﬁl USA » Kristin Walther, Briggs & Stratton » Joanna Ward, Camﬁl USA » Michael Reeves, State Volunteer Mutual Insurance Co. » Nirav (Nick) Patel, Spraying Systems Co. CRMUG

Q1 2015 | 27

In your email, on your servers or in other systemsâ&#x20AC;&#x201D;as much ustomer content lives outside of Microsoft as 80% of your customer Dynamics CRM. Perceptive Software helps you instantly access every piece ce of information you need for every ends on it, without leaving CRM. process that depends The result? You work smarterr and faster, with fewer clicks.

Learn how to get it all, without all the clicks: www.perceptivesoftware.com/withoutalltheclicks_CRM software com/withoutalltheclicks CRM

WHAT’S NEW ON CRMUG.COM?

YOU CAN VOLUNTEER! The CRMUG® community brings together professionals of all backgrounds and experiences who share a powerful goal: To share knowledge, information, and expertise. As a community designed by Users for Users, the volunteer efforts of Users help it grow and flourish. CRMUG offers many opportunities to get involved. You can choose the role that is best for you: Speak, write, present, facilitate, or lead. There are many professional and personal reasons to volunteer, including the opportunity to:

» Nurture new Users and help them become the next generation of experts » Lead discussions and share your Microsoft Dynamics CRM experiences

» » » »

Help coordinate or lead local learning opportunities Expand your organization’s visibility Take your skills to the next level Urge others to participate: The more you give, the more you get

CRMUG.com now features a section dedicated to volunteerism. Visit it today, learn about the available opportunities, and sign up!

VOLUNTEER Once you are signed in to crmug.com, there are two easy ways to access volunteer opportunities. You’ll ﬁnd a link under Learn & Engage in the main left-hand navigation, or you can simply click the Volunteer icon on the home page.

IT’S EASY TO GET STARTED... Search available opportunities by Interest Area, Travel Required, Time Commitment, Level of Effort, and Volunteer Category. Get set up to automatically receive notiﬁcations when a new opportunity is added.

SIMPLY CLICK ON A VOLUNTEER OPPORTUNITY... ...to access a detailed description about the volunteer opportunity, and who to contact for additional information. Click the Sign Up button and you are on your way to making a positive impact in the CRMUG community.

Signing up is quick and easy. Visit www.crmug.com/volunteeropportunities today! Q1 2015 | 29

microsoft member showcase

Matt Barbour principal solution architect product manager

A CONSTELLATION LESSON Each of the Microsoft Dynamics CRM releases is internally coded as a constellation prior to being assigned an ofﬁcial go-to-market name. And as of the Microsoft Dynamics CRM 2013 release, it also has a meaningful version number. Microsoft Dynamics CRM leadership, with the launch of Microsoft Dynamics CRM 2013, made a commitment to Customers to focus Update Rollups on bug ﬁxes and security updates and provide new features in named releases. Version numbers can be characterized as Major.Minor.UR.BuildNumber, based on current releases: » Polaris = Microsoft Dynamics CRM 2011 Online / CRM 2011 OnPremises UR12 (05.00.9690.3233) » Orion = Microsoft Dynamics CRM 2013 (6.0.0.809) » Leo = Microsoft Dynamics CRM 2013, Service Pack 1 (6.1.0.581) » Vega = Microsoft Dynamics CRM 2015 (7.0.0.3543) » Carina = TBD = (7.1.0.TBD) And if you’re really curious, you can look here: » Microsoft Dynamics CRM 2011: http://social.technet.microsoft. com/wiki/contents/articles/8062. crm-2011-build-and-versionnumbers-for-update-rollups.aspx » Microsoft Dynamics CRM 2013: http://social.technet.microsoft. com/wiki/contents/articles/24185. crm-2013-build-and-versionnumbers-for-update-rollups.aspx » Microsoft Dynamics CRM 2015: Not posted at press time as only RTM is available

30 | CRMUG Magazine

att Barbour joined Microsoft in 2005 as a technology sales professional (TSP). Nearly four years ago, he moved into the Microsoft Dynamics CRM product management group, first as a technical architect and then with the program management team. Matt’s areas of responsibility cover administration and deployment for Microsoft Dynamics CRM Server, Solutions Framework, developer tooling, and the core engine of Unified Service Desk (USD), which is where we spent our time in this interview. CRMUG®: Tell me a little about the history of Unified Service Desk. Matt Barbour (MB): It actually originated around 2000 and was known as the Contact Center Framework, so it pre-dates Microsoft Dynamics CRM. It became part of an official offering in 2005 under MCS (Microsoft Consulting Services). It’s one of those capabilities where there was a need, and the services division built it, and it evolved as a mini product. CRMUG: What are your responsibilities with the product? MB: I joined the product group late in the Microsoft Dynamics CRM 2011 development cycle, around the UR 12 timeframe. My responsibilities include owning the on-premises application delivery/setup experience, on-premises administrative tooling, the solutions framework from the ground up, developer tooling for Client and Windows API (C# for the most part). I also work with the mobile and web API teams as well as the infrastructure behind Unified Service Desk, including the engine and configuration experience. Additionally I currently own the support life cycle and strategy around new versions. CRMUG: Do you have a lot of interaction with Users? MB: Currently I work mostly with Partners and ISVs. I work with end-Users much less now than I used to, and wish I could get back to it, but it’s a balance at this point. Most of the time, when I get to talk with endUsers actively, it’s for events and executive briefings. I miss sitting down with Users, looking at their problems, and helping them solve them. At conferences it’s difficult to sit in front of everybody and share your issues, and getting folks to open up is challenging. I like to hear the positive and the

negative – what they like, don’t like, and what we should change. There have been changes we’ve made based on feedback from Users and ISVs. It’s very important to us. CRMUG: What are the plans for Unified Service Desk? MB: USD is an effort across multiple teams in Microsoft Dynamics and is part of our overall strategy for Customer service. This strategy covers both web and client technologies. In the future we are looking at much richer channel integration, native integration with many other Microsoft services, and a goal to support Customers with extensive integration needs as well as those that really just want a turnkey call center type app build around contact/ case management. With Unified Service Desk, we are focused on serving both the mid-sized Customer and larger Customers with complex agent desktop needs. USD is what we call a compositional framework, or for web folks, a “mashup”. It enables a Customer to configure an agent desktop experience spanning across multiple data sources and applications. I use that term “agent desktop” loosely as we’ve seen it deployed in sales and fulfillment scenarios. Pretty much anywhere you need to bring business processes across in a human interaction manner, that’s where it shines. USD’s composable framework allows for a configuration-first approach to building out a User experience and for a lot of freedom in the User interface and flow. For example, if you want to change the colors and layout, and have a lot of animation in the User interface, you can do that. If really all you need is to integrate three or four applications and tie to CTI, we want you to be able to do that as well, as quickly as you can. In the future for USD, you can expect to see more focus on more native controls for Microsoft Services and new end-to-end User experience configurations that highlight the capabilities of the Microsoft Customer Service stack. We are really just getting started here. CRMUG: What’s the deployment time like for Unified Service Desk? MB: When we designed Unified Service Desk, as you see it today, we had in our mind a three- to sixmonth deployment. We’d like it to be faster, and we

have seen Customers turn it around faster, but that was our thinking. One of the challenges with Uniﬁed Service Desk – and Microsoft Dynamics CRM in general – is that Customers ask us what their processes should be. The position we take is to advise and draw on personal experiences, but having a really good business process needs to “orgd” out, which makes the development tremendously faster. For example, I was recently talking with a Customer who needs to have a deployment up in a few weeks. They hadn’t started to think about how they want to handle calls and what data they want to capture. To be successful, you need to nail that down before you start with the technology. It becomes the problem of having one of the biggest Lego sets in the world. We’ve given you some guidance – this is how you build the person, the house, and the car – but if you want to build the cityscape, you have to think that through before you start building.

cloud or Service Bus, or you can employ Unified Service Desk, which allows you to visually federate the data on that agent’s desktop. As of now, you trade web portability for that feature. We want to address that in the future and are working to deal with that, but it’s not really something I can talk about right now. The other side of that is that everything I described is achievable through Microsoft Dynamics CRM with custom code. There are a lot of connectors in Unified Service Desk as well, but you need to think about what is more efficient. CRMUG

CRMUG: To that point, can Unified Service Desk be considered an “XRM”, similar to Microsoft Dynamics CRM? MB: Yes; Customers are confirming that. When we built the agent desktop, what you see as USD today, we were thinking about call center scenarios. Customers will take those basic ideas and do something completely different and unexpected. In the case of Unified Service Desk, we’ve tried to account for many of the “what if?” scenarios a Customer may want to use it for. It needs to make sense for what you do. We’re very clear that Microsoft Dynamics CRM is positioned as a web application environment; Unified Service Desk is a client. In the case of a call center, it makes sense. In the case of a sales-focused app with highly-distributed sales force, use the web application. Another way you can think about it: I may choose to manage only a part of a Customer’s data in Microsoft Dynamics CRM, or maybe I have a financial or billing system that has the rest of the data. When that contact calls in and has issues, and the thing they’re talking about is managed outside of Microsoft Dynamics CRM, you need to either figure out how to write plugins or iframe in apps that can talk to the Q1 2015 | 31

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

what’s trending...

Microsoft Dynamics CRM 2015 Preview Programs

to sign up for the spring 2015 preview programs*:

STEP 1 Go to Connect (https://connect. microsoft.com/site687) and complete the sign-up form, noting the preview programs of interest. STEP 2 (optional) After completing Step 1, please review the preview summary decks available via Connect Downloads (https://connect. microsoft.com/site687/Downloads) for an overview of each program.

SERVICES LLC Claremont, California 32 | CRMUG Magazine

id you know you can be involved in the Microsoft Dynamics CRM 2015 preview program? Microsoft Dynamics CRM spring 2015 preview programs, including Microsoft Dynamics CRM “Carina,” Microsoft Dynamics Marketing “Spica,” and Microsoft Social Listening “Hydra,” are now available for your participation. The preview programs are open to all individuals and organization types, and you’re able to sign up both yourself and/or others in your organization for one or multiple programs.

*After you turn on your Connect permissions per Step 1, please review the “Carina,” “Spica,” and “Hydra” preview summary slides, which are available via the link in Step 2.

Are you in?

Contact the Microsoft Dynamics CRM preview team at Crmtapbeta@microsoft.com with any program questions or issues with the sign-up process.

find the

logo

While our logo shows up throughout the magazine in conventional spots, it’s hidden in only one place.

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 SUNDIAL INSURANCE the next issue of the magazine.

RESOURCE RESOURCE CONSULTING CONSULTING GROUP GROUP Orlando, Orlando, Florida Florida Using Using an an educational educational approach approach to to the the fifinancial nancial process process instead instead of of aa sales sales approach, approach, Resource Resource Consulting Consulting Group Group off offers ers fifinancial nancial advisory advisory and and fifinancial nancial management management services services to to its its clients clients with with aa full full commitment commitment to to their their fifinancial nancial needs. needs.

SEI SEI Oaks, Oaks, Pennsylvania Pennsylvania SEI SEI (NASDAQ:SEIC) (NASDAQ:SEIC) is is aa leading leading global global provider provider of of investment investment processing, processing, investment investment management, management, and and investment investment operations operations solutions solutions that that help help corporations, corporations, fifinancial nancial institutions, institutions, fifinancial nancial advisors, advisors, and and ultra-highultra-highnet-worth net-worth families families create create and and manage manage wealth. wealth.

STATE STATE VOLUNTEER VOLUNTEER MUTUAL MUTUAL INSURANCE INSURANCE COMPANY COMPANY (SVMIC) (SVMIC) Brentwood, Brentwood, Tennessee Tennessee SVMIC SVMIC isis aa mutual mutual insurance insurance company, company, created created by by physicians physicians who who banded banded together together under under the the common common cause cause of of protecting protecting their their careers careers and and securing securing their their reputations. Th reputations. Thee company company –– physicians physicians taking taking care care of of physicians physicians –– provides provides medical medical professional professional liability liability insurance insurance at at net net cost. cost.

Congratulations to our Q4 2014 contest winner, Aaron Back from Gorilla Glue! Aaron found the logo on page 31 of the Q4 2014 issue of CRMUG™ Magazine. Let’s play again. Hidden somewhere between the covers of this magazine is our CRMUG logo. Can you

find it?

SUNDIAL SUNDIAL INSURANCE INSURANCE SERVICES SERVICES LLC LLC Claremont, Claremont, California California Sundial Sundial Insurance Insurance Services Services LLC LLC specializes specializes in in products products and and services services for for busibusinesses nesses and and business business owners. owners. Th Thee company’s company’s goal goal isis to to provide maximum secuprovide maximum security using rity using its products its products and and services along services along with with off offering ering maximum maximum value value for for the the time time and and money money clients clients invest. invest.

THE THE BOND BOND EXCHANGE, EXCHANGE, INC. INC. Little Little Rock, Rock, Arkansas Arkansas Since Since 1990, 1990, Th Thee Bond Bond Exchange Exchange has has provided provided thousands thousands of of bonds bonds throughout throughout the the country. country. Its Its focus focus allows allows the the company company to to off offer er unique unique bond bond programs programs with with specialized specialized underwriting underwriting and and pricing pricing structures. structures.

WOODFOREST WOODFOREST NATIONAL NATIONAL BANK BANK The The Woodlands, Woodlands, Texas Texas Woodforest Woodforest isis aa community community bank bank built built upon upon the the needs needs of of the the customers customers itit serves. serves. Th Thee company company isis committed committed to to earning earning customer customer loyalty loyalty by by off offering ering the the highest highest level level of of customer customer service service as as well well as as competitive competitive products products and and services services by by employees employees who who are are fair, fair, responsive, responsive, and and professional. professional.

31 2014 || 31 Q4 Q4 2014

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sponsors We truly appreciate your support of the 2014 CRMUG Summit in St. Louis. The CRMUG member experiences would not have been the same without YOU!

We look forward to seeing you all in Reno in 2015! Act-On Software, Inc.

Fastpath

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Aspect Software, Inc.

Hitachi Solutions

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34 | CRMUG Magazine

ON What’s New THE CRMUG Website

Focus on Profile The CRMUG® website (www.crmug.com) is a great place to ﬁnd information, register for events, access recorded webinars, and connect with others. It also includes a Proﬁle section where you can upload information about yourself, control your account settings, and access your history with the Microsoft Dynamics CRM User Group community.

Why is it important for me to update my Proﬁle?

What is my Profile? The Profile section of CRMUG.com is a central place on the site for all your information. This area contains your contact information, registration history, community subscriptions, and company information. It also includes biographical information that you’ve chosen to include, such as education background, social networks, and professional experience. You are the only one who can update your profile and you control the privacy settings for who sees the information.

Updating your information is an important aspect of being part of the Microsoft Dynamics CRM community. In this area you control: » Mailing Address » Billing Address » Areas of Interest » Change Your Password » Join Another User Group » Renew Your Existing Membership You can also add your primary role and job title. This is especially important for the Member Directory advanced search feature. The more information you include, the more you increase your ability to connect with other like-minded professionals. It’s a great way to build your contacts and expand your network.

Does the Proﬁle section list events I am registered for as well as events I have attended?

Are there privacy settings?

Yes, the amount of information shared is controlled by each User. You can choose to only share information with contacts you have made, with other Members, make it open to the public, or choose the setting that only you can see. These setting choices apply to each piece of information you have included. To access your privacy settings: » Sign into the www.crmug.com site » Click on Proﬁle from the drop-down arrow in the top right (next to the photo area) » Scroll down the page and click on My Settings >> Privacy Settings

Yes, it includes your entire registration history with CRMUG. You can view upcoming events you are registered for and access a list of past events. To access your registration history: » Sign into the www.crmug.com site » Click on Proﬁle from the drop-down arrow in the top right (next to the photo area) » Scroll down to the blue bar on the page and click My Registrations When you view your upcoming events, you can click on Details for the event and view your receipt or download an iCal/ICS reminder to your calendar.

Take a moment to visit your Proﬁle and update your information. It will help you make more meaningful connections, enable you to share your experience and credentials and bring depth to your online presence. Updating your proﬁle only takes a few minutes and can make a great difference in the connections you make in the Microsoft Dynamics CRM community. Visit www.crmug.com today and get started. CRMUG Q1 2015 | 35

isv partner member showcase

Beringer Associates, Inc.

COMPANY Beringer Associates, Inc. INTERVIEWEE Lisa Beringer, vice president PHONE 800-796-4854, ext. 102 EMAIL Lberinger@beringer.net WEBSITE www.beringer.net HEADQUARTERS Pennsauken, New Jersey CRMUG® MEMBER SINCE 2013

36 | CRMUG Magazine

eringer Associates is a Gold Certified Microsoft Partner serving the technology needs of small and medium-sized businesses, especially those focused on the distribution industry, across the United States. Beringer has competencies in all facets of Microsoft Dynamics CRM including consultation, project planning, implementation, customization, administrative and User training, and support. CRMUG: Tell us a little more about your company and where your expertise lies. Lisa Beringer (LB): We are in our 21st year of business and are a Gold Certified Microsoft Dynamics CRM Partner. Beringer started out as a technology provider to help distributors access the right technology. Today, we offer a lot of different services for that industry. In addition to offering up network services and support, we offer a tailored version of Microsoft Dynamics CRM for distributors, CRM for Distribution. CRMUG: Tell us more about CRM for Distribution. What kind of benefits does it make possible for distributors? LB: CRM for Distribution essentially integrates with a variety of enterprise resource planning (ERP) solutions so that all of a distributor’s accounts, contacts, products, price lists, quotes, orders, invoices, sales history, etc., are useable in real-time, from a CRM perspective. We’ve created integrations with lots of different ERP platforms and also have a template to work from for those

we haven’t yet integrated with, which keeps any implementation project streamlined and inexpensive for the end-User. There’s a ton of functionality for distributors to get instant value. For example: » It has real-time dashboards, charts, and reports specific to a distributor organization. » Users can track opportunities and forecast trends to keep costs low. » Customer ranking functionality that directs sales resources to the accounts that make money. » Sales and profitability analysis. » Sales call and expense management. » The ability to track “cost to serve”. » Vendor and supplier relationship management. » The solution is available online as well as onpremises. It’s mobile-enabled and is available on desktops, laptops, and mobile devices. CRM for Distribution makes data actionable by sales and marketing departments. Distributors can perform targeted marketing based on their data. They can also see the entire cost-to-serve tracking true costs to serve each of their customers. Distributors operate on very thin margins, so driving down costs while maximizing the customer experience is key. CRM for Distribution makes that possible with customer ranking and real-time access to quote, order, and sales history. With access to this information, distributors can keep their customers engaged and make the sales and order process smooth and efficient.

CRMUG: What would you say is the #1 selling point of CRM for Distribution? LB: CRM for Distribution gives distributors 90 percent of the capabilities they need right out of the box. For a very low cost, they can get instant value; that ROI is huge. If they were to start from a blank slate, they would have to undergo business analysis, design, and identify integration points; all of which drive the implementation costs up. Beringer has been there, done that through more than 15 years of experience implementing CRM solutions for distributors. The baseline product we bring to the table gets them there so much quicker. Time to value, time to market, and User adoption are all extremely streamlined in our implementation process. When it comes to User adoption, we believe if Users can get back three things for every one thing they have to change in their process, they will adopt the solution so much faster. As developers, we’re well-aware of that and place intense focus on creating those beneﬁts that Users will actually adopt and see value in. CRMUG: This issue is all about Microsoft Dynamics CRM 2015. What advice do you have for Users getting ready to upgrade? LB: Take a look at your third-party solutions to ensure they’re ready for Microsoft Dynamics CRM 2015 before you start down the upgrading path. We’ve heard a lot about online Customers moving over to 2015 and then ﬁnding out after the fact that their ISVs weren’t ready yet. Do an inventory of your third parties and touch base with each of them. If they’re not ready, reach out to Microsoft and reschedule your upgrade. Or reach out to your Partner and have them handle it for you.

Also, take time to do training around 2015. There are some cool new features, such as global search, marketing capabilities, business process workflows, and up-sale/cross-sale capabilities for distributors. Don’t miss out by putting training on the back burner. CRMUG: What is next for Beringer in 2015? LB: We are in the process of finalizing functionality for our next release of CRM for Distribution. We’ve been hearing things from Customers on what they want to see and hope to have that ready for release within the first half of this year. Beringer is also very focused on offering solutions based on the entire Microsoft Office Suite, so we plan to continue helping Customers maximize on their cloud strategy with Microsoft Dynamics CRM Online, Office 365, and Microsoft Dynamics CRM Mobile, as well as Power BI. CRMUG: What is your favorite part about CRMUG and the Microsoft Dynamics CRM community? LB: CRMUG is a great platform for learning and being able to collaborate with other Users or seek out training. There’s so much you can take advantage of from membership that would cost lots of money if you tried to access it outside of CRMUG. With CRMUG, you have the benefit to access a huge community of smart people, and that’s priceless! I also love the events in addition to the webinars and regional chapter meetings. We encourage people to get involved and participate regularly. It’s very informative and gives Users the opportunity to network with other Customers, Microsoft execs, and other Partners or ISVs that have tried different things. CRMUG

“Beringer Associates has been instrumental in developing Microsoft Dynamics CRM so that it fits the specific needs of our organization. The Beringer team listened to our input and adequately scaled the product offering to ensure User adoption, and they did so without restricting the long-term requirements of the tool for future enhancements. One dedicated project manager allowed for easy communication and point of contact to ensure that our requirements were met and fulfilled.” William Vail, CEO, Deacon Industrial Supply Company, Inc.

Q1 2015 | 37

feature

4 TOP

Questions to Ask When Choosing Your Partner

1 2 3 4 38 | CRMUG Magazine

aybe you’re on the search for your Microsoft Dynamics CRM Partner, or maybe your current Partner isn’t quite the right ﬁt anymore. Whatever the scenario, it’s important to know you have options. With options come questions. We visited with both Users and a Partner to pull together the top four questions you should ask to see if a Partner is a good ﬁt for your organization.

Do you jive well with this Partner? Sometimes it comes down to plain and simple chemistry. In order to find out if it’s a right fit, get to know your Partner. Spend the time getting acquainted. Todd Brotzman, CRM admin for Shelby Systems, Inc., says, “Be open and up-front with the Partner so they can see where and how they fit in. The rest is really just absorbing and digesting the Partner’s expertise to see if it jives well with what you need to accomplish.” Is this Partner transparent and setting realistic expectations with you? Ed Staats, technical consultant for PSC Group, LLC, says, “You want to look for a Partner that is willing to be transparent. Nobody knows everything, nor can they do everything, but are they willing to be real with you about what they can or cannot do? That is the question.” Are YOU setting realistic expectations with this Partner? Having a good Partner relationship goes both ways, and it’s important to be clear and straight with your Partner so both of you understand what will impact your business positively. Eva Sandvik, senior application support analyst for Sharp Healthcare, shares, “It’s really important to have realistic expectations of what you want Microsoft Dynamics CRM to do for your organization. Create workflows and develop concrete ideas. Even if these get changed during the implementation process, it makes it easier to communicate the end game to your Partner.” “We all have organizational pitfalls and constraints to work through, and it is better to come into the process with preconceived ideas as to how a Partner should fit in,” says Todd. “As Eva and Ed indicated, the focus should be on defining the end game. Let the Partner express their approach and then weigh it out to see if there is parity with your expectations for the engagement. Your Partner needs all the pieces of the puzzle to help you more effectively.” Ed says, “If you’re not saying where you want to end up, there’s a risk of scope creep. Know what your end game is.” Does this Partner know Microsoft? The Microsoft ecosystem is rapidly changing, and it’s extremely helpful to have a liaison to guide you through the regular updates, upgrades, and announcements. Ed shares, “Make sure your Partner has a feel for where Microsoft is advancing technology and has the ability to find resources in the Microsoft ecosystem. If your Partner has a longer-term vision of the Microsoft Dynamics CRM roadmap, they will likely have the tools for you now and into the future to be successful with Microsoft Dynamics CRM.” CRMUG

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industry showcase

Healthcare: With Us in Sickness and in Health T

here are a number of ways to contribute to the healthcare industry, and these CRMUG® Members cover the bases. From software systems to continued education, these organizations ensure our healthcare providers are taken care of, insurance companies stay in check, and so much more.

PLEXIS HEALTHCARE SYSTEMS Ashland, Oregon With more than 19 years of successfully empowering the business of healthcare insurance organizations, Plexis Healthcare Systems provides enterprise payer claims processing, premium billing, and managed care software to nearly 100 healthcare payers on four continents doing business in all 50 states and more than 20 countries.

40 | CRMUG Magazine

AMERICAN COLLEGE OF RHEUMATOLOGY Atlanta, Georgia Representing more than 9,400 rheumatologists and rheumatology health professionals around the world, the American College of Rheumatology (ACR) oﬀers its members the support they need to continue their innovative work by providing programs of education, research, advocacy, and practice support.

EMPLOYEE BENEFITS CORPORATION Middleton, Wisconsin For more than 20 years, Employee Benefits Corporation has worked to meet unique employer needs, respond to the everchanging employee benefits market, and provide a fullfeatured web experience to help administer compliant benefits such as flex plans, HRAs, HSAs, and COBRA.

STUDER GROUP Dallas, Texas Studer Group works with healthcare organizations, teaching them how to achieve, sustain, and accelerate exceptional clinical, operational, and ﬁnancial outcomes. Studer Group installs an execution framework called EvidenceBased Leadership at organizations so they can align goals, actions, and processes.

DIAMOND DRUGS, INC. Indiana, Pennsylvania Diamond Drugs, Inc. is the nation’s largest correctional pharmacy provider and Pennsylvania’s largest independently-owned longterm care pharmacy.

THE ALLIANCE Fitchburg, Wisconsin The Alliance is an employerowned, not-for-proﬁt cooperative that moves healthcare forward by controlling costs, improving quality, and engaging individuals in their health. Its more than 200 employer members provide health beneﬁt coverage to 90,000 individuals in Wisconsin, Illinois, and Iowa.

NPS MEDICINEWISE Surry Hills, Australia NPS MedicineWise is an independent not-forproﬁt and evidence-based organization. They provide practical tools such as medicine lists or the Diabetes Health Tracker, evidence-based information, and continuing professional development educational activities, with the aim to improve the way health technologies, medicine, and medical tests are prescribed and used.

EVOLUTION1 – A WEX COMPANY Fargo, North Dakota Evolution1 simpliﬁes the business of healthcare through innovative healthcare software and payment solutions that administer and manage consumer-directed accounts and exchange integration solutions, such as deﬁned contribution plans, HSAs, HRAs, FSAs, VEBAs, PRAs, wellness plans, and transit plans.

SCMG CONNECT San Diego, California Sharp Community Medical Group, Inc. (SCMG) is a private practice-based medical group consisting of approximately 200 primary care physicians and 500 specialists in private practices throughout San Diego. SCMG’s physicians have access to 10 managed-care health plans. SCMG oﬀers patients comprehensive healthcare through an extensive physician, ancillary, and hospital referral base.

WELLMARK BLUE CROSS AND BLUE SHIELD Des Moines, Iowa Wellmark Blue Cross and Blue Shield is a mutual insurance company owned by its policyholders. Wellmark and its subsidiaries provide health coverage to more than two million members in Iowa and South Dakota.

PAML Spokane, Washington PAML (Pathology Associates Medical Laboratories) is a medical reference laboratory serving physicians, hospitals, members of the community, employers, and other allied health professionals. Currently, PAML is ranked among the top clinical reference laboratories in the nation and is considered an industry leader in joint venture partnerships with community-based hospitals.

HITACHI MEDICAL SYSTEMS AMERICA Twinsburg, Ohio Hitachi Medical Systems America, Inc. (HMSA) is currently responsible for the marketing and sales of all Hitachi diagnostic imaging products in the United States. As a full-line supplier of medical imaging equipment in Japan, Hitachi Medical Corporation (HMC) founded HMSA to provide superior diagnostic imaging products to meet the needs of physicians and patients.

PROHEALTH CARE Waukesha, Wisconsin ProHealth Care is a community-based healthcare system that oﬀers a full range of services, from ﬁtness and wellness services to primary care and specialty care, hospital care, rehabilitation care, home and hospice care, and more. The organization is dedicated to serving residents of Waukesha County and surrounding areas with the highest quality care to promote a healthier community.

BLUE CROSS BLUE SHIELD OF LOUISIANA Baton Rouge, Louisiana Blue Cross and Blue Shield of Louisiana was founded in 1934 and is the state of Louisiana’s oldest and largest health insurance company. For more than 75 years, the team has been committed to improving the lives and well-being of Louisianans by oﬀering aﬀordable and quality healthcare.

Q1 2015 | 41

MINUTES WITH CRMUG’S VOLUNTEER OF THE QUARTER

Thank you to Christina for her contributions to the CRMUG® community over the last quarter. We’re glad to have you as part of our membership! Who interests you on social media right now? I’m a big data visualization and reporting nerd, so I enjoy seeing what Adam Vero has to say on the subject. On my desk right now is… A mess of Post-it® Notes that are keeping me organized. My top three goals for 2015 are… 1. Upgrade all Taylor companies still using Microsoft Dynamics CRM 4.0 to a shiny new Microsoft Dynamics CRM 2013 (or maybe even Microsoft Dynamics CRM 2015) environment. 2. Implement a video-based Microsoft Dynamics CRM training course for all Users. 3. Take our prospecting efforts to the next level with some marketing automation. What I do when I’m not at work… Travel and hike. Ideally, hiking while traveling. The best advice I ever received… My parents raised me to believe that I could accomplish anything that I set my mind to, and that is something that is very much ingrained into my work ethic and who I am as a person.

Christina Schroeder sales and marketing analyst Taylor Strategic Relationships

42 | 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 44 Horizontal................Page 46 Services...................Page 49

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

Industry Construction

Education

Vertical Solutions, Inc.

Perceptive Software https://www.perceptivesoftware. com/products/perceptive-interact/ application-integration/microsoftdynamics-crm.html â&#x20AC;˘ 800-941-7460 Perceptive Software Interact for Microsoft Dynamics CRM Perceptiveâ&#x20AC;&#x2122;s fully integrated Interact for Microsoft Dynamics CRM provides better access to information and documentation within CRM. Your staff has visibility into all documents and data associated with accounts.

Higher Logic http://www.higherlogic.com â&#x20AC;˘ 202-360-4402 Connected Community 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.

http://www.vertsol.com â&#x20AC;˘ 513-891-7997 VServiceManagement CfMD enterprise field service for Asset Management, Contracts/Warranties & BPM, Dispatch & Mobility. On-premises or private/public cloud.

Isis, Inc.

Finance/Banking

http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard User Auditing, Network Monitoring & Network Admin for ALL businesses.

AssureSign LLC

Consumer Packaged Goods

Flintfox International Limited 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.

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.

Total Dynamics Solutions, LLC http://www.totaldynamicssolutions.com 877-855-8860 CPG Toolkit for Your Entire Organization â&#x20AC;˘ NO User/Seat Licensing Costs â&#x20AC;˘ Item & Customer Profitability â&#x20AC;˘ Multiple Scenario Analysis â&#x20AC;˘ Variance Reporting â&#x20AC;˘ Top-down/Bottom-up planning by skew, cust, category etc.

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).

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.

KEY:

Axapta

Great Plains

44 | CRMUG Magazine

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.

http://www.assuresign.com â&#x20AC;˘ 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures. Isis, Inc. http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard PG will allow your institution to meet the stringent regulations and auditing guidelines including Sarbanes Oxley, FINRA and more.

Food and Beverage

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.

Industrial Equipment 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.

Blue Horseshoe http://www.bhsolutions.com 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 whatâ&#x20AC;&#x2122;s new in the Supply Chain Suite for Dynamics AX.

mcaConnect http://mcaconnect.net â&#x20AC;˘ 866-622-0669 Microsoft Dynamics AX for Industrial Equipment Manufacturers Leveraging a clear manufacturing industry focus, mcaConnect provides innovative Dynamics AX solutions and services for mid-market and enterprisesize manufacturers, enabling clients to achieve competitive supremacy.

Government

Vertical Solutions, Inc.

Isis, Inc. http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard User Auditing, Network Monitoring & Network Admin for ALL businesses.

Healthcare

Insurance AssureSign LLC

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.

Navision

High Tech and Electronics

Solomon

Isis, Inc. http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard PG will allow your healthcare organization to meet the stringent HIPAA auditing needs across your entire organization. You can also help to eliminate risk of malpractice litigation by recording your user's actions.

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

Lean Manufacturing

Life Sciences

Vertical Solutions, Inc.

Manufacturing

Media and Entertainment

Armanino http://www.amllp.com/microsoftdynamics â&#x20AC;˘ 925-790-2600 Armanino A Gold Certified ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specific needs. 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).

Total Dynamics Solutions, LLC mcaConnect http://ax4energy.com â&#x20AC;˘ 877-244-6980 AX4energy Oil & Gas Solutions AX4energy provides a package of software and services designed for Oilfield Services companies and Downstream/ Upstream operations. Includes Upstream Exploration & Production and Joint Venture Accounting.

Pharmaceuticals Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certified ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specific needs.

Professional Services KORE Software http://www.KOREsoftware.com â&#x20AC;˘ 480-240-5662 KORE ProSportsâ&#x201E;˘ More teams in the NFL, MLB, NBA & NHL use KORE than any other software. CRM for sponsorships, ticket sales, premium seating & media trafficking.

KORE Software http://www.KOREsoftware.com â&#x20AC;˘ 480-240-5662 KORE MediaPitchâ&#x201E;˘ KORE MediaPitchTM is the media industryâ&#x20AC;&#x2122;s leading platform for transforming a generic CRM into a media sales powerhouse.

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 877-476-2586 Rockton Connect Accounting built inside Microsoft Dynamics CRM online specifically for professional service organizations.

Retail

Software Manufacturers FLS GmbH http://www.fastleansmart.com/uk +44-189-380-315 NEW: VISITOUR for MS Dyn CRM Field service management for Dynamics CRM Online, 2015, 2013 & 2011. Including route optimization, dragâ&#x20AC;&#x2122;nâ&#x20AC;&#x2122;drop scheduling, real-time status communication w/ mobile devices. Process driven for best user acceptance. Rockton Software http://www.rocktonconnect.com 877-476-2586 Rockton Connect Accounting built inside Microsoft Dynamics CRM online specifically for software companies.

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

Wholesale Trade: Durable Goods

Oil and Gas Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 Remote Inventory Accelerator Web-based self-service application for tracking customer inventory stored at your site.

http://www.totaldynamicssolutions.com 877-855-8860 Retail Toolkit for Your Entire Organization â&#x20AC;˘ NO User/Seat Licensing Costs â&#x20AC;˘ Integrated Store/Merch Planning â&#x20AC;˘ Ticket/item/employee detail â&#x20AC;˘ Corporate & Store level P&Ls â&#x20AC;˘ Inventory analytics/optimization â&#x20AC;˘ Product life-cycle management

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.

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

KEY:

Axapta

Great Plains

Navision

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Q1 2015 | 45

INDUSTRY

mcaConnect http://mcaconnect.net â&#x20AC;˘ 866-622-0669 Areteium from mcaConnect Our Lean Enterprise solution bridges the gap between ERP and Lean. Backed by our breakthrough Lean toolkit, Areteium, we enable clients to make data-driven decisions to improve processes and enhance profitability.

Horizontal Accounting Total Dynamics Solutions, LLC Rockton Software http://www.rocktonconnect.com 877-476-2586 Rockton Connect Accounting built inside Microsoft Dynamics CRM online.

Application Lifecycle Management

http://www.totaldynamicssolutions.com 877-855-8860 Budgeting & Planning ToolKit for Your Entire Organization â&#x20AC;˘ NO User/Seat Licensing Costs â&#x20AC;˘ Financial & Sales Planning â&#x20AC;˘ Procurement Planning â&#x20AC;˘ Trade Management â&#x20AC;˘ Secure input, consolidation, and Versioning; top-down/bottom-up

ZAP http://www.zapbi.com â&#x20AC;˘ 415-889-5740 ZAP Business Intelligence ZAP provides 'Buy, Not Build' business intelligence for companies using Microsoft Dynamics AX, CRM and NAV. With 1000+ pre-packaged analytics, our BI deployments are rapid and deliver immediate business outcomes.

Collaboration Platform

Business Intelligence

Adxstudio Inc. http://www.adxstudio.com â&#x20AC;˘ 800-508-7811 Adxstudio ALM Toolkit Application lifecycle management for Dynamics CRM solutions and data.

Asset Maintenance/MRO/ EAM

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.

HORIZONTAL

Compliance Vertical Solutions, Inc.

Halo Business Intelligence

Isis, Inc.

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

http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard PG will allow your institution to meet the stringent regulations and auditing guidelines including Sarbanes Oxley, FINRA and more.

Backup & Recovery

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.

Isis, Inc. http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard PG will backup your PCs and Servers across your entire organization.

Budgeting

KEY:

Axapta

Great Plains

46 | CRMUG Magazine

Solver

Sunrise Technologies http://www.sunriseconsult.com â&#x20AC;˘ 336-722-6741 Sunrise BI Put data to work anytime, on any device, anywhere; enabling companies to make decisions and take action, empowering users beyond BI. Provides mobile, analytics, and extension/completion of transactional systems.

Total Dynamics Solutions, LLC http://www.totaldynamicssolutions.com 877-855-8860 Business Intelligence Plus Toolkit for Your Entire Organization â&#x20AC;˘ NO User/Seat Licensing Costs â&#x20AC;˘ Dynamic Cubes (GL/Profit/&More) â&#x20AC;˘ Web-based Reporting â&#x20AC;˘ Dashboards â&#x20AC;˘ Admin Tools: Security/Scenarios/ Hierarchy/ & More

Navision

Solomon

Credit Card/Check Processing Nodus Technologies, Inc. http://www.nodus.com â&#x20AC;˘ 909-482-4701 CRM Charge Our secure ePayment solution will simplify credit card and eCheck processing, reduce credit card fees & help fulfill PCI requirements for CRM online and on premise.

Customer Relationship Management AbleBridge http://www.ablebridge.com/editablecrm-grid.htm â&#x20AC;˘ 877-600-2253 NEW: 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. AbleBridge http://www.ablebridge.com/productsproject-management.htm â&#x20AC;˘ 877-600-2253 NEW: Project Management for Microsoft Dynamics CRM Easy to use Project Management integrated with Microsoft Dynamics CRM.

Customer Relationship Management

Retail Management System

Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certified ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specific needs. eBridge Connections http://www.ebridgeconnections.com 800-755-6921 eBridge for CRM Cloud solution for seamless integration of customer & opportunity data. 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. mcaConnect http://mcaconnect.net â&#x20AC;˘ 866-622-0669 CRM We are a global leader in delivering Dynamics CRM/XRM solutions. Our success is exemplified by multiple Microsoft Partner of the Year awards and numerous customer success stories. Perceptive Software https://www.perceptivesoftware. com/products/perceptive-interact/ application-integration/microsoftdynamics-crm.html â&#x20AC;˘ 800-941-7460 Perceptive Software Interact for Microsoft Dynamics CRM Perceptiveâ&#x20AC;&#x2122;s fully integrated Interact for Microsoft Dynamics CRM provides better access to information and documentation within CRM. Your staff has visibility into all documents and data associated with accounts.

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.

Point of Sale

Data Management

E-commerce

InsideView http://www.insideview.com/ microsoft/the-list â&#x20AC;˘ 415-728-9363 NEW: 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.

Distribution

Electronic Document Delivery (Email)/Faxing

Avalara, Inc. Liaison Software Corp 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 Blue Horseshoe http://www.bhsolutions.com 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 whatâ&#x20AC;&#x2122;s new in the Supply Chain Suite for Dynamics AX.

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. Perceptive Software https://www.perceptivesoftware. com/products/perceptive-interact/ application-integration/microsoftdynamics-crm.html â&#x20AC;˘ 800-941-7460 Perceptive Software Interact for Microsoft Dynamics CRM Perceptiveâ&#x20AC;&#x2122;s fully integrated Interact for Microsoft Dynamics CRM provides better access to information and documentation within CRM. Your staff has visibility into all documents and data associated with accounts.

Great Plains

http://www.eCommerce21.com â&#x20AC;˘ 888-786-3487 eCommerce21ÂŽ Patented B2B and B2C database driven eCommerce, fully integrated with Dynamics, for automated production of Web Storefront with intuitive navigation, SEO and full Shopping Cart for easier sales from your website.

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

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.

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Cloud-based, fully automated sales & use tax calculation and returns solution for Microsoft Dynamics with pay-asyou-go pricing.

Inventory Management

Expense Solutions

Gorilla Expense http://www.gorillaexpense.com 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.

Field Service Management

EDI

FieldOne Systems

eBridge Connections

http://www.fieldone.com â&#x20AC;˘ 201-252-8900 FieldOne Sky An end-to-end platform supporting all phases of field service management including routing and scheduling, work process automation, communications, and business intelligence with support for any mobile device.

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

Navision

Solomon

Customer Relationship Management

Retail Management System

Job Costing 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.

NAV and CRM Integration FLS GmbH http://www.fastleansmart.com/uk +44-189-380-315 NEW: VISITOUR for MS Dyn CRM Field service management for Dynamics CRM Online, 2015, 2013 & 2011. Including route optimization, dragâ&#x20AC;&#x2122;nâ&#x20AC;&#x2122;drop scheduling, real-time status communication w/ mobile devices. Process driven for best user acceptance.

Occupational Health & Safety 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.

Point of Sale

Q1 2015 | 47

HORIZONTAL

Axapta

AssureSign LLC

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

Liaison Software Corp

KEY:

Vertical Solutions, Inc.

Computer Pundits Corporation

eBridge Connections

Document Management

FLS GmbH http://www.fastleansmart.com/uk +44-189-380-315 NEW: VISITOUR for MS Dyn CRM Field service management for Dynamics CRM Online, 2015, 2013 & 2011. Including route optimization, dragâ&#x20AC;&#x2122;nâ&#x20AC;&#x2122;drop scheduling, real-time status communication w/ mobile devices. Process driven for best user acceptance.

Portals

Adxstudio Inc. http://www.adxstudio.com â&#x20AC;˘ 800-508-7811 Adxstudio Portals Web portal application platform for Dynamics CRM Online, 2013 & 2011. 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. 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.

Supply Chain Management

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.

Reporting

Sales Order Processing Enhancement

Pricing

HORIZONTAL

Reconciliation

Productivity

Isis, Inc. http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard Audit your users and ensure they are productive in their work. Locate inefficiencies and take proactive steps to increase productivity.

Project Accounting 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.

KEY:

Axapta

Great Plains

48 | CRMUG Magazine

Time and Attendance

System Enhancement

DynamicsDownloads http://www.DynamicsDownloads.com 419-581-2300 DynamicsDownloads Looking for a Dynamics Add-On Solution? Search, Buy and Sell here!

http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard User Auditing, Network Monitoring & Network Admin for ALL businesses.

Liaison Software Corp

Isis, Inc.

http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard User Auditing, Network Monitoring & Network Admin for ALL businesses.

Security

Avalara, Inc.

Isis, 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.

Navision

Solomon

DATABASICS, Inc. http://www.data-basics.com â&#x20AC;˘ 314-282-9561 NEW: 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 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.

Trade Promotion Management

Isis, Inc.

System and Network Management

http://www.getpg.net â&#x20AC;˘ 804-762-4200 Praetorian Guard PG will allow your business to better secure your users & network.

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Cloud-based, fully automated sales & use tax calculation and returns solution for Microsoft Dynamics with pay-asyou-go pricing.

Travel Expense Management

Tax Gorilla Expense

Customer Relationship Management

Retail Management System

http://www.gorillaexpense.com 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.

Point of Sale

Warranty and Claims Management

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.

Vertical Solutions, Inc. http://www.vertsol.com â&#x20AC;˘ 513-891-7997 VServiceManagement CfMD enterprise field service for Asset Management, Contracts/Warranties & BPM, Dispatch & Mobility. On-premises or private/public cloud.

Integrity Data

http://www.u-linc.com 217-732-3737 ext. 0203 U-LINCÂŽ, Powered By Integrity Data Workflow and notifications anytime, anywhere in Microsoft Dynamics. Works seamlessly within and across your existing system, is flexible and easy to use, improving organizational performance.

Services .NET Development Isis, Inc. http://www.isisinc.com â&#x20AC;˘ 804-762-4200 Isis .NET Development Isis provides cost effective outsourced .NET development (C#, VB.NET, ASP.NET, C++) to our partners and customers worldwide at reduced rates as low as $20 per hour depending on project size and skill set required! 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

MG Technology Group http://www.mgtechgroup.com/about-us/ partner-program/ â&#x20AC;˘ 866-350-9310 Dedicated Dynamics ERP Hosting Services - 99.999% SLA, SSAE16 11+ years experience, you own the customer relationship, 100% US support.

Myappsanywhere 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;&#x201C;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

Navision

Solomon

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

Cloud Computing

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.

Customer Relationship Management

Reviora http://www.reviora.com â&#x20AC;˘ 813-344-1600 Cloud ERP hosting Cloud hosting for Dynamics ERP/CRM. Enterprise-class delivery.

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 Isis, Inc. http://www.isisinc.com â&#x20AC;˘ 804-762-4200 Isis Custom Development Isis provides cost effective outsourced custom development (C#, VB.NET, ASP. NET, C++) to our partners and customers worldwide at reduced rates as low as $20 per hour depending on project size and skill set required!

Retail Management System

Point of Sale

Q1 2015 | 49

SERVICES

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.

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.

Data Services InsideView http://www.insideview.com/microsoft/the-list 415-728-9363 NEW: 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 Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certified ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specific needs. Isis, Inc. http://www.isisinc.com â&#x20AC;˘ 804-762-4200 Isis Consulting 15+ years of experience in implementing Dynamics Solutions.

Manufacturing Implementation & Consulting

Project Management

The Partner Marketing Group

Accounting Software, Inc.

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.

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

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

OnDemand Trials

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

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

Marketing Planning & Services

DFC Consultants, Ltd http://www.DFCconsultants.com 800-277-5561 Expert WennSoft Support Get expert WennSoft support for your customers from an Executive Partner.

Great Plains

50 | CRMUG Magazine

SERVICES

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Cloud-based, fully automated sales & use tax calculation and returns solution for Microsoft Dynamics with pay-asyou-go pricing.

SharePoint Development Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certified ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specific needs. 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.

The Partner Marketing Group

Isis, Inc. http://www.isisinc.com â&#x20AC;˘ 804-762-4200 Isis Consulting Isis provides cost effective outsourced software consulting to design, build, & test the software your clients need worldwide at reduced rates as low as $20 per hour depending on project size and skill set required! 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.

Strategic Services mcaConnect http://www.mcaconnect.net â&#x20AC;˘ 866-622-0669 mcaConnect Strategic Services Strategic Services allow our clients to strategically leverage technology to achieve competitive supremacy. Offerings include: business transformation, Lean/manufacturing excellence, and Strategic BI services.

Upgrades Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certified ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specific needs.

InterDyn BMI http://www.interdynbmi.com â&#x20AC;˘ 866-264-3249 InterDyn BMI Microsoft Gold Certified provider of services and upgrades since 1985.

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.

Plumbline Consulting, LLC.

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.

Axapta

Sales Tax Management Service

Social Media

Looking Glass Marketing

KEY:

Software Development Consulting

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.

Navision

Solomon

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!

Customer Relationship Management

Retail Management System

Point of Sale

Is Your Company on the Right Path to CRM Adoption? CRM is a Journey of People, Processes, and Technology Recent evidence shows that the speed of CRM deployments is often given priority over usability and value to users, causing adoption to suffer after the sizzle of the “implementation” is over. Adoption Essentials is our unique subscription offering which was developed to help

The Adoption Essentials Program Includes: ›

Adoption Web Portal

ongoing and measurable program begins with Adoption Essentials Apps built to

›

Social Collaboration

drive productivity and user experience, such as CRM Rewards and Proximity Search.

›

Adoption Essential Apps

In addition, we also provide our subscribers support, training, and social collaboration

›

On Demand Training

tools, as well as quarterly strategic adoption consulting. Even better, Adoption Essentials

›

Dashboards

can be accessed directly within your personal CRM application on any device.

›

Mobile Productivity

you and your team have the best Microsoft Dynamics™ CRM journey possible. This

Let us help your organization create a path that has a more emphasized focus on the user and customer experience, so you can increase adoption and truly see return on your CRM investment.

Get on the right path in 2015! Visit our booth at Microsoft Convergence or contact us to learn more about this exciting program!

WORLDWIDE

DYNAMICS PARTNER OF THE YEAR 2013, 2012, 2010 & 2008

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