2014 Q2/Q3 - CRMUG Magazine by Dynamic Communities, Inc

Q2/Q3 2014 â&#x20AC;˘ www.CRMUG.com

Customer Care

Reach Out and Serve

The Evolution of

Community

and the Customer

Experience

learn more: dnb.com/CRMUG

contents Q2/Q3 2014 | www.crmug.com

1 1 s 777 #2-5' #/-

CUSTOMER CARE

REACH OUT AND SERVE

In Every Issue 5 7 10 12 15 21 28 35 39 42 43

From the Director Events News Meet Your Leaders Welcome to Our New Members Word Find Logo Contest Academy Corner Name That Photo Contest Volunteer of the Quarter: David Goff The CRM List, from The Partner Channel

Features THE EVOLUTION OF

User Member Showcase XO Group Inc.

The Evolution of Community and the Customer Experience

Member In Action Lo Samuelson, United Way of King County

25 26

10Â˝ Tips for Collaborate-ing with Your Peers

29 30

On Topic

Best-in-Class Enterprise Service with Microsoft Dynamics CRM

ISV Partner Member Showcase Adxstudio Inc.

Industry Showcase Manufacturing

COMMUNITY

AND THE CUSTOMER

EXPERIENCE

Advertiser Index ClickDimensions . . . . . . . . . . . . . . . . . . . . . . .14 CRMUG Summit 2014 . . . . . . . . . . . . . . . . . .8-9 CRM Vertex. . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Cobalt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Dun & Bradstreet . . . . . . . . . . . . . . . . . . . . . . . 2 Experlogix, Inc. . . . . . . . . . . . . . . . . . . . . . . . 34 mcaConnect, LLC . . . . . . . . . . . . . . . . . . . . . . 4 Microsoft Convergence . . . . . . . . . . . . . . . . . 23 Perceptive Software . . . . . . . . . . . . . . . . . . . 38 PowerObjects . . . . . . . . . . . . . . . . . . . . . . . . . 52 Resco.net, Inc. . . . . . . . . . . . . . . . . . . . . . . . . 20 Rockton Software . . . . . . . . . . . . . . . . . . . . . 24 Team Knowledge Limited . . . . . . . . . . . . . . . 51

Tips & Tricks Microsoft Dynamics CRM 2013 Service Management Tips and Tricks

Microsoft Member Showcase Bill Patterson

Q2/Q3 2014 | 3

The places you’ll go with mcaConnect Collaborative Culture Growth Opportunities ,nFreaseG 3roÀts Competitive Supremacy Streamlined Business Great Projects

Your journey starts at mcaConnect.net

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letter

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

Game Changers

Tony Stein

ummer has just arrived where I live, but I have to admit it. I am so excited for fall and the football season. Fourteen collegiate quarterbacks were taken in this past year’s NFL draft, including “Johnny Football”, Johnny Manziel, as the 22nd pick. Why such an emphasis on the QB position? For starters, in the late 1800s, Walter Camp of Yale University changed the game of rugby by introducing an offensive line and the system of downs in which a “quarterback” would be snapped the football. It completely transformed traditional rugby into something else where strategy, execution, agility, and other factors changed the landscape of the game forever. As a former collegiate quarterback myself, I especially admire the changes Mr. Camp made as they engineered the game into something beyond brawn, something that requires science, strategy, mathematics, conviction, poise, and above all else, the ability to execute the duties of the position under pressure. Naturally I’m biased, but I don’t think there is a sports position that embraces as much complexity as the quarterback position of American football. Who are your game changers in the sport of business? The statistics vary, but when many research firms attribute the costs to acquire new customers to be nearly six to seven times more expensive than retaining them, how can’t one relate the importance of customer service to that of a quarterback? So what does Right Slot Zip 264 Z Gator customer care mean to you? Can customer care be a game changer for your organization? Have we all been so enamored with marketing, sales, and dashboards as of late that we’ve completely taken our eye off the ball with the most crucial play call for any business, customer care? With Microsoft codename Leo, the Microsoft acquisition of Parature, and the infusion of the Unified Service Desk, I think it’s about time we get back to the play calling basics of what should be our “go-to” play in any business, customer care. I am excited about our theme of customer care for this edition of CRMUG® Magazine and hope you enjoy embracing the guidance, articles, and insights from industry and subject matter experts across the Microsoft Dynamics CRM community and beyond who are looking at all concepts of multichannel customer service capabilities. Let’s get back to fundamentals, focus on who and what matters most, and punch that ball in the end zone. Insert Bruce Springsteen’s “Glory Days” track here as I can assure you that Right Slot Zip 264 Z Gator was a quick six points for my home team. How are you going to score that touchdown and improve your customer care approaches going forward? I look forward to seeing you in St. Louis in October for CRMUG Summit 2014. Customer care will be one of the many topics of focus as we aim to help all of us – as Users, for Users – increase our Microsoft Dynamics CRM adoption and success. See you at CRMUG Summit,

Tony Stein CRMUG Director

Q2/Q3 2014 | 5

CONNECT WITH YOUR

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FEATURING .

Event Registration

Finance

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Your Company

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Intuitive user interface

Contact Information

Azure hosted; Optimized for desktop, tablet and mobile devices

Drive your customer web engagement strategy with CRM Vertex and Microsoft Dynamics CRM. CRM Vertex is a portal solution designed for fast and easy deployment and customization. Optimized for desktop, tablet, and mobile devices, CRM Vertex utilizes features designed to provide immediate value and a rich portal experience. The self-service functionality includes features such as event registration, Č´nance, support, knowledgebase, document management, and social discussion groups. Each feature set delivers powerful functionality and is

administered from within Microsoft Dynamics CRM. Also, you can easily customize your portal with the CRM Vertex module builder. From right inside Microsoft Dynamics CRM, you can easily and quickly add custom or system entities to your portal, exposing them for basic functions such as listing data, creating, and updating records in real-time. The user interface is controlled from within Microsoft Dynamics CRM, utilizing the native CRM form and view builders to create the needed forms and views for your portal.

crmvertex

a dynamic portal solution

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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.

The Partner Connections Event

August 13 – Denmark | Dansk Erhverv

(for Partners only)

August 13 – Mid Atlantic (Wash DC) | Chevy Chase, Maryland

October 13 – 14 | St. Louis, Missouri www.thepartnerconnectionsevent.com

August 14 – Australia (Brisbane) | Brisbane August 14 – Australia (Perth) | Perth

CRMUG Academy Pre-Conference Training

August 14 – Georgia (Atlanta) | Alpharetta, Georgia

October 13 – 14 | St. Louis, Missouri

August 14 – Missouri | St. Louis, Missouri

www.crmugsummit.com/pre-conference-training

August 14 – New York | New York, New York

CRMUG Summit 2014

August 15 – Alabama | Birmingham, Alabama

October 15 – 17 | St. Louis, Missouri

August 19 – Australia (Canberra) | Canberra

www.crmugsummit.com

August 19 – California (San Francisco) | San Francisco, California

REGIONAL CHAPTER/ GLOBAL BRANCH MEETINGS

August 19 – Texas (San Antonio) | San Antonio, Texas

August 20 – Colorado (Denver) | Denver, Colorado August 20 – Dakotas | Fargo, North Dakota August 21 – California (West Los Angeles) | Playa Vista, California August 27 – Australia (Adelaide) | Adelaide August 27 – Oklahoma (Tulsa) | Tulsa, Oklahoma August 27 – PacWest (Seattle) | Bellevue, Washington August 28 – Kansas (Kansas City) | Kansas City, Missouri August 28 – Ozarks | Joplin, Missouri

Q2/Q3 2014 | 7

CRMUG Summit 2014 You’ve Got To

Experience It!

Meet Anne & John

Every year, we ask CRMUG Summit attendees what they like best about the event and why they keep coming back. Many of the responses fall along the lines of “It’s just such a great experience!” Walk with us as we explore the typical experience of a CRMUG Summit attendee.

Anne works as a CRM administrator for a financial services company. She considers herself a savvy management professional and an intermediate Dynamics CRM user. Having heard about CRMUG Summit from a friend, she thought it might be the perfect place to learn about how to better leverage workflows in Dynamics CRM. She used the ‘Convince My Boss’ template to make her case for attending and submitted it to her manager, John. He not only agreed to Anne’s participation - he decided to join her. They’re preparing for an upgrade and will use the event to gain feedback and advice from others who’ve done so. Enhance Your Experience: If you need help justifying your trip to St. Louis, download and customize the ‘Convince My Boss’ template at crmugsummit.com.

Next up were Partner Showcase sessions, giving the pair a great opportunity to learn from some of the top Dynamics CRM experts in the industry and see their Dynamics CRM add-on solutions in action. They each attended a different showcase on data quality and integration, soaking in a lot of great knowledge and discovering new techniques and ideas for managing their data.

A couple more dynamite sessions, and its back to the Expo Hall for a well-deserved cocktail reception. The pair grabs a cold drink and a bite to eat, then sets out to chat with a number of exhibitors. With more than 250 booths in the Expo Hall, they plan to make the most of every Expo hour that’s offered during the event – it’s such a great way to learn about what’s available in the community!

Phew! One day down, and Anne and John have already captured a list of ideas they plan to implement when they get home….and there’s still 2 more days of sessions, networking, and Expo to go! As first time attendees, there are a few key things that have surprised Anne and John about the CRMUG Summit experience… F

The buzz. Everywhere they went, there were folks talking Dynamics CRM – in the hallways, during breaks…even at the local watering holes at night! The interaction. The sessions they attended were quite intimate and attendees engaged in active conversations around the topic at hand. The learning. They’d underestimated just how much they could learn from other users and were amazed at how many other folks experience challenges similar to theirs. The impact. Anne and John met fellow Dynamics CRM users who not only provided great insight at the event, but who will be go-to resources for them in the months and years ahead!

8 | CRMUG Magazine

The Experience Begins Anne and John began cashing in on their CRMUG Summit experience as soon as they registered (months before the event!). They explored the 150 sessions and each built their own personal schedule of the sessions they planned to attend. It helped them get acquainted with the speakers and even see who else is attending each session (and their daily schedules will be emailed to them each morning during the event). They used the ‘CRMUG Summit 2014 St. Louis’ community on CRMUG Collaborate to share their objectives and some of the specific issues they are hoping to address in St. Louis. Doing so helped them meet other attendees with similar goals, and they even made dinner plans for St. Louis with some fellow attendees from the financial services industry. Enhance Your Experience: Visit crmugsummit.com/2014-sessions and sign in to build your schedule today!

Day 1 in St. Louis

The pair chatted over breakfast on Wednesday morning with some fellow Dynamics CRM users they’d met at pre-conference training courses the previous day. They compared notes on some of the add-on solutions they’d discovered at the Welcome Reception in the Expo Hall on Tuesday evening. Breakfast was buzzing that morning - old friends were catching up, new connections were being made, and everyone was excited for an invigorating opening session to kick-start the day. Enhance Your Experience: Come early for pre-conference training from CRMUG Academy on Oct 13-14. It’s handson, expert-led training at a reduced rate. Visit the Summit website to see the courses offered.

With 5 blocks of breakout sessions on this one day alone, Anne and John set out to collectively attend 10 sessions, focusing on their unique roles and how their company uses Dynamics CRM. Anne choose sessions like “Intermediate CRM Workflow Concepts” and “The CRM Superhero’s Secret Utility Belt” while John opted for “Using Kotter’s Adaptive Change Approach to Making CRM Stick”.

After a great networking lunch, John opted to attend a Microsoft Conduit session, not really knowing what to expect. He was so thrilled he did! He got the opportunity to hear firsthand from the Microsoft Dynamics CRM product team about what’s coming in the future, and he was able to share some of own ideas. It was a great experience and he was pleased to have the opportunity to influence the future of Dynamics CRM.

Enhance Your Experience: Attend with your colleagues! There’s more to learn than one person can take in alone!

crmugsummit.com Register Today! October 14-17, 2014 Q2/Q3 2014 | 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

news regional chapter news

Up-and-Coming Chapters Q1 Top 10 Chapters* 1. United Kingdom 2. Minneapolis 3. West Los Angeles 4. Kansas City 5. Fox Valley 6. Carolinas 7. Milwaukee 8. Boston 9. Dakotas 10. Tampa Bay *Based on registration data from January 1, 2014 through March 31, 2014.

One to Watch Award

Congratulations to these chapters for launching within the last three months! Indiana, Kentucky, Tennessee, Orlando, Norge, Belux, Mexico, Canberra (Australia), and Adelaide (Australia).

Attend a meeting Perhaps you’ve heard the buzz about CRMUG Regional Chapters or perhaps you haven’t quite noticed this Member beneﬁt yet. Are you a new Member eager to see what value CRMUG can provide? Not only can Members access hundreds of live and recorded webinars, attend CRMUG Summit, and participate in countless discussion threads on CRMUG Collaborate, but CRMUG Members can also attend Regional Chapter meetings. These chapter meetings, held quarterly, provide an average of four hours of CRM training, demos, and networking. Hundreds of Users attend these meetings each quarter, and the best part is that these meetings are free for Premium Members to attend! Attend a meeting and receive top-notch education presented by subject matter experts – both Users and Partners. Dive deep into your Microsoft Dynamics CRM investment by joining us at the next CRMUG Regional Chapter meeting in your area.

Note: Every quarter, the CRMUG chapter program will recognize a leader who goes above and beyond in his/her role. Nominate your chapter leader by emailing Onika@crmug.com.

Q1 One to Watch Award Winner

Andreas Kraemer business owner CRM Wells Fargo Capital Finance

10 | CRMUG Magazine

When did you join the leadership team? I started being active as a Regional Chapter leader with the Mid-Atlantic/Washington DC chapter launch in September 2011. From that time on, the DC chapter hosted meetings once a quarter. With my transition from AARP in Washington DC to Wells Fargo Capital Finance and frequent trips to San Francisco, as well as a large Wells Fargo and other CRM Users being in the area, I decided to re-launch the San Francisco/Bay Area chapter in September 2013. Several months prior, I started conversation for a chapter on the west side of Los Angeles. Driving to and from the Irvine (CA) chapter is very time-consuming during rush hour. Neil Benson from Slalom Consulting helped with connections into the local Microsoft oﬃce, which in late 2013 had moved from downtown L.A. to Playa Vista, conveniently located for the Users in the western part of the metropolis. February 2014 then marked the launch of this chapter, which recently met for the second time this year. Both chapters (San Francisco and West L.A.) usually meet mid-quarter (February, May, August, and November). The leadership role in the DC chapter was then transitioned to Frank Fenneran, who leads the group now with a similar meeting schedule (once a quarter). What inspires you to lead the CRMUG West LA and San Francisco Chapter? I am very passionate about User adoption and Users sharing, connecting with,

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news regional chapter news

Join a leadership team We find that the most successful chapters consist of robust leadership teams. If you would like to join an existing leadership team, please contact your local leaders or email Onika Allen, CRMUG chapter coordinator, at Onika@crmug. com. Everyone brings value to the table! Join today and receive quarterly leadership training and development, input on content delivered at your chapter meetings, and access to a private CRMUG Collaborate Community designed especially for chapter leaders.

Launch a chapter Are you wanting to join in all the fun but don’t have a local chapter to attend? Contact Onika@crmug.com to learn more about how to get a new chapter up and running. Chapter meetings provide quarterly trainings and valuable networking for Users and Partners. Launching a chapter will give folks in your area the ability to access these beneﬁts!

Not only can Members access hundreds of live and recorded webinars, attend CRMUG Summit, and participate in countless discussion threads on CRMUG Collaborate, but CRMUG Members can also attend chapter meetings.

and learning from each other. Webinars and conference calls are nice and helpful, but face-to-face meetings amongst Users are invaluable. Our CRMUG Summit is one way to meet other Users in-person, but that is only once a year, and not everyone can attend (travel, cost, etc.). Therefore I see the Regional Chapters as a great addition to give even more Users, especially locally, the opportunity to feel part of the community. In both chapters, I am honored to have Users drive more than two hours each way to attend the meetings. That is quite a commitment, and their repeated attendance shows that the perceived value of those face-toface meetings holds true to its mission. I am also thankful for the support we receive from Microsoft, being able to use their facilities for the Regional Chapter meetings. In addition, Microsoft representatives attend most of the meetings to present, answer questions, and meet the User base. Often they return to their desks with beneﬁcial feedback directly from the User group. I also love creating synergies between diﬀerent parties, and the chapters give me a great platform to do that for the regional CRM Users, Microsoft, Partners, and potential Users of the application. It also feels good when you can assist other Users and direct them to others that can possibly solve their issues. All this is based on relationships built during our meetings.

What would you tell someone thinking about becoming a chapter leader? Talk to other chapter leaders first. Attend the quarterly chapter leader call to learn how we prepare for meetings. Utilize contacts you may have in the chapter leader community, and find someone who is willing to mentor you through the first couple of meetings. I did that for the Sacramento (California) chapter. We had a call where I told the potential chapter leader how I plan and organize my meetings. I answered additional questions and followed up to check in and hear about the meeting. Expect to spend about three to four hours to prepare a chapter meeting (including the quarterly chapter leader call) and to debrief CRMUG chapter support staff (Onika and her great helpers). I am always happy to help: feel free to contact me via CRMUG Collaborate or on my Twitter handle @ AndreasCRM. CRMUG

Q2/Q3 2014 | 11

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leaders mee t your crmug le aders

CRMUG® is happy to introduce you to the ﬁve new Members elected to the CRMUG Board of Advisors. In March, these individuals were nominated and elected by Members of the CRMUG community. The Board of Advisors is made up of 15 Members who help guide the strategy, direction, and programs offered by the User Group. We sincerely thank all of our board Members for their leadership and service.

Brad Freeman TITLE CRM owner and manager of business processes/ operations COMPANY Complete Innovations, Inc. EMAIL Bradf@ completeinnovations.com LOCATION Markham, Ontario, Canada

With more than 25 years of experience in high tech, from sales to support to operations, Brad has seen it all. Microsoft Dynamics CRM and its capabilities have allowed him to “own” CRM and its inherited processes to make usage a success in his organization. What’s a key beneﬁt that has come from your CRMUG involvement? The ability to ask others and share experiences with others in CRMUG Collaborate and the ability to learn from experts on key topics that Users can utilize to increase CRM adoption/operation within their business. What are you looking forward to for CRMUG Summit 2014? Meeting with fellow CRMUG Members and sharing ideas and experiences with Microsoft Dynamics CRM.

Clarissa Simpson TITLE Microsoft Dynamics CRM administrator, systems business analyst COMPANY Ford Motor Company EMAIL Csimps68@ford.com LOCATION Melbourne, Florida

Clarissa is a Microsoft Dynamics CRM specialist, business analyst, and governance guru. Her professional experience has taken her from the east coast shores of New Zealand’s to those Florida. She is passionate in her belief of embracing “change as the only constant” and has worked actively to help organizations become adept at adopting to the ever-changing landscapes that are a part of today’s business environment. What’s a key beneﬁt that has come from your CRMUG involvement? Membership in CRMUG drives, strengthens, and stabilizes Microsoft Dynamics CRM implementations, and builds a bridge of connection between organizations and overall best practices, developments, and strategies for CRM deployments. What are you looking forward to for CRMUG Summit 2014? The inspiration. Linking with others and learning how CRM deployments are meeting needs across a vast variety of organizations. And delving deeper into CRM governance!

12 | CRMUG Magazine

Gretchen Opferkew TITLE CRM MVP, MCT, and director of education COMPANY PowerObjects EMAIL Gretchen@ powerobjects.com LOCATION Minneapolis, Minnesota

Gretchen is the director of education at PowerObjects, which focuses exclusively on Microsoft Dynamics CRM implementations worldwide. She is a Microsoft Dynamics CRM MVP who specializes in planning, analysis, architecture, best practices, and User adoption. Having worked with Microsoft Dynamics CRM since 2006, Gretchen enjoys sharing her experiences with Users at Convergence and CRMUG events. She also works with students through the Microsoft Dynamics Academic Alliance. What’s a key beneﬁt that has come from your CRMUG involvement? CRMUG provides a vast amount of resources that are consumable in a variety of ways. For example, the regional meetings and CRMUG Summit allow you to engage and learn from others in person, CRMUG Collaborate provides that in a virtual community, and webinars and the academy courses facilitate online learning. However, one of the greatest treasures is the library on CRMUG Collaborate – it is the searchable vault of presentations and, and there are great resources you can use for your implementation such as tips and tricks, User adoption strategies, and technical best practices. What are you looking forward to for CRMUG Summit 2014? CRMUG Summit is rich in practical knowledge and experience as most of the presenters are Customers, Partners, and MVPs. For me, the Interactive Discussion sessions are the best part about CRMUG Summit because I love drawing out and pooling all of the experiences participants bring to the table. From these you get the “feet on the ground” practical advice on how to achieve success with Microsoft Dynamics CRM in your organization.

Jerry Weinstock TITLE Microsoft Dynamics CRM MVP and business technology strategist COMPANY CRM Innovation LLC

Jerry, a Microsoft Dynamics CRM MVP, is the founder of CRM Innovation. As a business technology strategist, he helps ﬁrms use technology to support their sales and marketing processes. He’s a “veteran” in the CRM world, having passed his ﬁrst Microsoft Dynamics CRM 1.2 exam in 2003.

EMAIL Jerry@crminnovation.com

What’s a key beneﬁt that has come from your CRMUG involvement? CRMUG presents an opportunity for Users to connect with their peers to learn best practices, benchmark their performance, and share information in a friendly, open environment.

LOCATION Lenexa, Kansas

What are you looking forward to for CRMUG Summit 2014? Networking with my peers and meeting CRM Users from across the country.

Kathleen Perkins TITLE Microsoft global alliance director COMPANY Trillium Software EMAIL Kathleen_perkins@ trilliumsoftware.com LOCATION Billerica, Massachusetts

Kathleen has worked within the Microsoft Dynamics ecosystem for the past nine years and thoroughly enjoys being involved in the community. She focuses on business development for ISVs that specialize in solutions for Microsoft Dynamics CRM and ERP applications, and is currently responsible for driving an emerging and strategic relationship with Microsoft and Partners regarding Trillium Software’s enterprise data quality initiatives within the Microsoft Dynamics CRM marketplace. What’s a key benefit that has come from your CRMUG involvement? Getting the very best out of Microsoft Dynamics CRM in a fun and educational way is one of the main benefits of CRMUG. There are ample opportunities and avenues to network and exchange User experiences and ideas within both the CRMUG online community (virtual conferences, webinars, and continuing education programs) and at on-site national and regional conferences. It really is a “must-do” if you are a Microsoft Dynamics CRM User. What are you looking forward to for CRMUG Summit 2014? Although CRMUG is a solid resource for virtual networking throughout the year, you cannot beat the value of the in-person networking and social exchange. I am especially looking forward to the learning aspect of the event as well as experiencing St. Louis for the first time.

Q2/Q3 2014 | 13

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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® Premium membership 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. Please note that these organizations have given CRMUG permission to share their name publicly.

Meet one of our newest Premium Members...

Premium User Members Added Last Quarter AAA Cooper Transportation AEP Energy Aﬂac AG Insurance AMAXRA, Inc. AMEC Plc American Board of Family Medicine AXA BE BGM TruNorth Wealth Partners Blue Cross Blue Shield of Louisiana Boeing Company California School Boards Association CDM Software Century Martial Arts Cintas Corporation Cisco-Eagle, Inc. City Harvest, Inc. City of Garland Texas CMC Electronics Cohen & Company Community Services Group Conference Technologies, Inc. Con-way Truckload Inc.

Costa Crowe Horwath LLP Eagle Datagistics Elanders Americas Electric Power Research Institute (EPRI) Engineering Dynamics FPLFiberNet G.L. Homes of Florida Corporation GP Strategies ICF International Impellam Group North America John E. Fetzer Institute, Inc. Laboratory Testing Inc. LONG Building Technologies, Inc. Luck Stone Corporation Mikimoto (America) Co., Ltd. MiTek MSH INTERNATIONAL Myrtle Beach Area Chamber of Commerce Natoli Engineering NexAir

NPS Medicinewise OSIsoft, LLC Paytel Communications Inc. Peak Performance Pitsco Education Plexis Healthcare Systems Pointe Precision, Inc Probity Advisors, Inc. Radio Music License Committee Scholarship America SCMG Connect Speedy Hire Plc Spraying Systems Co. State of Montana Studer Group System Three Resins, Inc. TekSavvy Time Warner Cable Media Sales True Blue Inc. UCare UnityWorks LLC Utah Valley University ValleyCrest Vantage Mobility International, LLC Zurn Industries, LLC

Premium Partner Members Added Last Quarter Act-On Software Bennett Adelson Beringer Associates, Inc. Cobalt Datix, Inc.

EasyTerritory.com Genbil Software Invenso NetStandard Inc. Neudesic

Obero Technologies Inc. PNMsoft Ltd Realdolmen NV Silanis TinderBox

TrueBlue TrueBlue (NYSE: TBI) is a leading provider of temporary staﬃng, helping more than 130,000 businesses be more productive through easy access to dependable labor. TrueBlue provides specialized staﬃng solutions for numerous industries, including construction, manufacturing, transportation, aviation, waste, hospitality, retail, renewable energy, and more.

“We are also looking forward to getting involved with the local CRMUG chapter and attending meetings and seminars.” TrueBlue sources work for approximately 375,000 people annually across the U.S., Canada, and Puerto Rico. “We joined CRMUG because we were interested in taking the Academy Black Belt courses. So far, this training has enabled additional people in our organization to support Microsoft Dynamics CRM,” says Ashley Steiner, CRM administrator at TrueBlue. “We are also looking forward to getting involved with the local CRMUG chapter and attending meetings and seminars.” CRMUG

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

user member showcase

XO Group and Microsoft Dynamics CRM: A Perfect Match Joshua Anderson COMPANY: XO Group Inc. INTERVIEWEE: Joshua Anderson, director of sales support systems HEADQUARTERS: New York, New York PHONE: 512-498-3310 EMAIL: Janderson@xogrp.com WEBSITE: www.xogroupinc.com ESTABLISHED: 1997 NUMBER OF EMPLOYEES: 700 MICROSOFT DYNAMICS CRM USER SINCE: 2012 CRMUG® MEMBER SINCE: 2011 NUMBER OF USERS: 175

16 | CRMUG Magazine

O Group Inc. is the premier consumer Internet and media company connecting engaged couples, newlyweds, and firsttime parents with the community, products, and inspiration they need to navigate the most intense years of their lives. Planning a wedding can seem like a full-time job, and if you’re planning this life-changing event remotely, it can be even more time-consuming. This was especially the case for Joshua Anderson living in Austin, Texas yet planning his wedding to take place in Maryland. “The Knot was a major resource for us to find the right vendors and stay within our budget without having to be on-site,” Joshua says. After his wedding went off without a hitch, The Knot (www.theknot.com) contacted Joshua about opening an office in Austin focused on managing the company’s internal software. Nine and a half years later, Joshua manages a number of teams at XO Group Inc., formally The Knot, including the Austin-based sales team of about 10 people. This team is focused on extending Microsoft Dynamics CRM to support 100 remote sales reps across the country as well as 60 more

sales support folks in Omaha, Nebraska. These sales teams work with more than 190,000 wedding vendors across the country, oﬀering a number of advertising packages to get them listed on XO Group’s sites and increase their brand awareness with local brides and grooms. “We are highly focused on helping our sales teams manage leads, convert them to accounts, and maintain streamlined communications in the easiest way possible. And Microsoft Dynamics CRM is our champion in making this a possibility.” “Before Microsoft Dynamics CRM,” Joshua continues, “We were in the ‘stone age of sales management’, managing leads and accounts any way we wanted – from the back of a napkin to an Outlook contact list. We had no system at all.” Once they dove into trying to track these communications, Joshua realized it was a lot more complex than they had thought. “With a constant churn of people joining and/or leaving the company as we grew, we had to make sure contacts were assigned to the right people and that all the notes were brought over.” He continues, “As you can imagine, a lot of data was lost in that process.” When XO Group implemented Microsoft

Dynamics CRM, they were able to leverage the resources they had to get new people up to speed immediately. “Microsoft Dynamics CRM is a basic framework that we can easily understand and create custom processes if needed.” Joshua continues, “Whether it’s perfect or not, the solution is ﬂexible enough to work with us and has been a true asset to what we do.” In addition to streamlining internal communications, XO Group can communicate to its vendors regarding gaining more exposure for their companies, such as a mention in a blog about a wedding with links to vendors’ websites. “It’s initiatives like this that allow vendors to see the value in advertising with us,” Joshua says.

CRMUG: The Birth of the Austin Chapter In 2013, Joshua wanted to ﬁnd Microsoft Dynamics CRM resources and experts without having to travel to Houston, Texas. Scott Leopold, a CRM business analyst with Intertek at its Austin oﬃce, was on the same page. Onika Allen, CRMUG Regional Chapter director, connected the two, and the CRMUG Austin Chapter was born.

Their ﬁrst meeting took place in January 2014, and they saw a growth in attendance for their second meeting in April. As the only chapter (to date) to provide pizza and beer at each meeting, Joshua says, “We’re trying to take a unique and very candid approach to sharing best practices. We want everyone to feel comfortable in expressing their frustrations about Microsoft Dynamics CRM as well as in sharing what works.” Joshua and Scott are also using CRMUG Collaborate to gather fresh topic ideas, keep the meeting conversations going, and spread the word about the Austin Chapter. Joshua is seeing great value from just the two meetings they’ve had. “It’s so great to reach outside our little world and hear from other people on the challenges they face.” He continues, “We already learned so much about User adoption from Scott’s presentation on Microsoft Dynamics CRM 2013 conversion and the importance of getting executive support in what features are being delivered to internal teams. Getting a head start on trying to solve these internal issues is what makes CRMUG so valuable to our organization.” CRMUG

“We’re trying to take a unique and very candid approach to sharing best practices. We want everyone to feel comfortable in expressing their frustrations about Microsoft Dynamics CRM as well as in sharing what works.”

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AND THE

COMMUNITY

EVOLUTION

OF THE

18 | CRMUG Magazine

CUSTOMER EXPERIENCE

C.SERVICE V.1.8

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

feature

story by Duke Chung, Parature division of Microsoft and Mark Lowry, Higher Logic illustration by Matt Mastrud

orward-thinking companies are moving away from the traditional help desk model and transitioning to a customer service experience that more closely aligns with the expectations of today’s social standards. No longer do customers need to sit and wait for an automated support queue – they can expect real-time responses. An integrated service model for customers, which includes not only a support portal, but also social media engagement and an online customer community, provides faster response times and gives customers the option as to how they interact with the company. In addition, the idea of crowdsourcing content for a robust knowledgebase from your best experts, your customers, has taken hold.

Empower Your Customers The new best practice is to empower your customers by providing multiple channels for them to find and share the best solutions to their questions and issues. A reliable customer support system seamlessly integrated with a customer community can help you accomplish those goals. An online customer support system gives customers the flexibility they want. The support system’s features don’t adhere to schedules. You can log in and receive 24/7 support, with social media integrated and discussions with other customers at your fingertips. Access live chat functions for time-sensitive questions. Peruse the self-service knowledgebase to learn about what other customers have asked and shared. Utilize a responsive call ticket system when you can’t find the exact answer. All of these components work together to diffuse inbound calls, reduce customer frustrations, and save companies money.

Enable Relevant, Purposeful Interactions How can a community help? To further enhance the strengths of an online customer service system, companies are inlaying online communities that can stimulate crowd-sourced customer support and build a rich knowledgebase. According to the Gartner report, “Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age,” companies can save anywhere from 10 to 50 percent in support costs by integrating a community into customer support. Finding the right answer may be as easy as asking other customers or searching the knowledgebase built by those same customers. The user experience should become a seamless one with this integrated model: A customer has a question regarding a certain product and heads to the online community first. She uses the search function and immediately finds a discussion thread on the topic. One of the responses in the thread is marked as the best answer. A great find – her question has been answered.

The customer is so happy with how this helped her that she thinks it needs to be part of the larger company support documentation and submits it to the “knowledgebase.” It’s added to the queue to be reviewed by a customer support team within the company, which now has new support content that was sourced and vetted by their customer community. A few days later, the same customer returns with another question. Again she searches and finds a discussion on the topic. However, her situation is unique and she cannot find exactly what she needs, even after interacting with other customers in the discussion thread. Not a problem – she simply opens a new support ticket in the customer support system. The full thread outlining her question is attached to the ticket, so the company support staff is up to speed on her question before they even talk with her. Problem solved and no automated phone call prompts or frustrating hold music necessary.

Ignite Knowledge Sharing Customer communities and engagement solutions together are important for how companies work with, relate to, and support their customers. The true strength of customer care is to offer an experience that seamlessly integrates and understands the benefits of both a customer support system and community engagement. This solution is good for all involved: improved performance, more customer service intelligence, increased customer satisfaction and understanding of user needs, and a maximum return on investment for the company. Customers are more social and tech-savvy than ever before, and they want to take advantage of their products’ capabilities. They are reaching out for content, and it’s important to keep an expanding knowledgebase current, easily accessible, and relevant. Offer a sense of ongoing learning and customer-to-customer engagement instead of maintaining the outdated call and response model. CRMUG Duke Chung is director of product marketing and co-founder of Parature, now part of Microsoft. He co-founded Parature with a vision to provide superior Customer support software accessible via the Internet. Mark Lowry is chief revenue officer for Higher Logic, a leading provider of cloud-based enterprise community solutions, empowering more than 18 million Users in more than 100,000 communities to build relationships and forge partnerships that create value. Mark oversees sales and strategic partnerships at Higher Logic. CRMUG® uses Higher Logic’s Connected Community™ platform for its User group community, CRMUG Collaborate.

Q2/Q3 2014 | 19

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Congratulations to Sanjeev Kakde of PowerObjects for winning the Q1 2014 Word Find. Your

Academy

prize is in the mail! Below are 25 words that relate to the topics and theme in this issue of

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

Austin Chapter

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

Clarissa Simpson Collaborate

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

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

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

L N R C E T I S M M U S M W L B S X A B R R O L U

Y M E A D A C A E C R E R E L I U S H D V U L N S

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

I N T E G R I T Y N S M N I B A U U N A C B T C O

N E S M R E B M E M R E S U O N I D I A E L E R S

D T L Y T I P S A N D T R I R E M D T Z M U K M R

N N R G N I R U T C A F U N A M E I S Z A E R A E

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

L T C A R E M E R E E R A C E S P R A P A L M O M

S E L E R S A R L T C A R E C O E R U T A R A P E

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

A E O R U L K C M A R K E T P L A C E R S T L I R

N G L S R I E R T H M A N U F A C T U R I I N O E

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

B N A L G E T M L N I E I A O I D U T S X D A E U

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

W M M N A A L T E T P M T A N M A S S I R A L C U

I R R S M C A S N S S E E D I C U S T O M E R C I

C U O L T S C U O U O M G T E S U M U I M E R P M

C H A P T E E C L A R I S S A S I M P S O N E L E

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

R S T Y T N U O C G N I K F O Y A W D E T I N U P

CRM CRM Adoption CRMUG Customer Care Integrity Manufacturing Marketplace O’Neal Steel Parature Pizza and Beer Premium User Members Service Management St. Louis Summit Tips and Tricks TrueBlue United Way of King County Users Webinars YPO

Q2/Q3 2014 | 21

member in action

Lo Samuelson

Keeping Integrity Intact in More Ways Than One

o Samuelson, IT analyst and “go-to” CRM development expert, has been with United Way of King County (UWKC) for 16 years. Wearing multiple hats, Lo trains the UWKC staff on new systems, manages CRM projects, ensures data synchronizes with the organization’s fundraising and pledge processing systems, and analyzes how UWKC should change internal IT to make it all work for the organization. Data integrity is a huge component of Lo’s everyday mission. “It is a true team effort at UWKC,” she says. “We have many people keeping our data clean and donor-centered. Microsoft Dynamics CRM has played a big part in helping us do more with the information we have.” Centered on bringing caring people together, UWKC places a large emphasis on volunteer opportunities to help people in need and to solve its community’s toughest challenges. With volunteer opportunities such as the “free tax prep” campaign and the “volunteer reader program”, UWKC connects volunteers to activities best suited to their interests. “Microsoft Dynamics CRM helps us build a clearer picture of who our volunteers and donors are. When we can see how people have contributed in the past, we can make sure they’re aware of similar or new ways to continue their participation in the future.” By making information easy to access, Lo is helping UWKC make a greater impact in its community. Lo shares, “Before we implemented Microsoft Dynamics CRM back in 2008, our fundraising staff managed separate account lists. This made it difficult to share notes and almost impossible to establish a consistency of how to manage our accounts.” Now, with Microsoft Dynamics CRM in place, their data is in one spot and staff can more easily share information to establish best practices.

22 | CRMUG Magazine

Around the time UWKC implemented Microsoft Dynamics CRM, the organization also went through a complete sales culture change. “We used to just dive into workplace campaigns, never really understanding the company’s goals and/or interests.,” says Lo. “But now we take a consultative approach, learning more about the company and its philanthropy goals so we can ﬁt them with the right campaign.” As a sales and marketing tool, Microsoft Dynamics CRM was a natural complement to this new approach. UWKC can now engage more companies to ultimately raise more funds for the community. Lo says, “It feels good to help make our community better. It’s important that a community has a support system for those in need, and UWKC plays a leading role in providing just that.”

CRMUG: Getting the Most Out of Microsoft Dynamics CRM Lo has attended multiple CRMUG webinars and local chapter meetings this past year and finds it extremely interesting to learn how different companies are using Microsoft Dynamics CRM. “It’s not necessarily how we would use the system, but it helps me expand on my ideas and gives me a frame of reference for understanding our solution.” Lo is also participating in a newly founded Special Interest Group (SIG) for Nonprofits and plans to present a webinar in August. “CRMUG has been great in starting important discussions and getting our wheels turning so we can get the most out of our Microsoft Dynamics CRM solution.” She continues, “I think it’s very important for us to meet other people who are going through the same or similar challenges, ultimately learning what we can do and what we shouldn’t even try.” CRMUG

Get the insights and connections to succeed. Convergence 2014 Europe Barcelona, Spain 4–6 November 2014 Register Now

Convergence 2015 Atlanta, Georgia March 16–19, 2015 Find Out More

Convergence is the best opportunity to expand your professional network, explore Microsoft solutions, and bring new ideas to life. Experience Convergence by attending the location that is right for you. www.microsoft.com/convergence

Q2/Q3 2014 | 23

Entry level accounting software too small?

Enterprise financial systems too BIG?

Welcome to accounting software that fits just right. The powerful, flexible, easy-to-use, secure, customizable, affordable, and already integrated accounting software for Microsoft Dynamics CRM 2013.

Learn more at www.RocktonSoftware.com/RocktonConnect R k S f /R k

No one likes a Mr. Nobody; add your proﬁle picture so everyone can see your smiling face! On your Proﬁle page, simply click on the gray gear icon to the top right of the photo space.

The CRMUG® Collaborate blog is your blog. All Members can blog in the community…blog a little or a lot; it’s up to you! Click on Blogs, then select Create a New Blog Entry.

Did You Know? 10½ Tips for Collaborate-ing

with Your Peers

5 2

Premium User Members can utilize the Advanced Search features of the Member Directory to ﬁnd others by location, industry, size, product version, add-ons used, and more.

8 10

It’s easy to build your CRMUG Collaborate profile and network! Bring your profile information and match your contacts from LinkedIn® to CRMUG Collaborate. On My Profile, choose Grab Profile Info from LinkedIn.

6 3 7 9 You can change the information that appears in your signature in Discussion posts. Under My Proﬁle in the main navigation, select My Signature and set your default preferences.

You can meet and stay in touch with your neighbors! Join and participate in the CRMUG Collaborate community dedicated exclusively to your local chapter.

You can control which emails you receive from CRMUG Collaborate and how often you receive them. From My Proﬁle, select My Settings to adjust your subscriptions.

Your CRMUG Summit 2014 experience starts as soon as you register! When you sign up for CRMUG Summit, you’ll be added to the CRMUG Summit 2014 community on CRMUG Collaborate. Start networking and sharing long before you get to St. Louis!

CRMUG Collaborate has Special Interest Group communities for a number of roles and industries. Join the conversation with your likeminded peers!

You can watch all CRMUG webinars on demand! We record all of our webinars and place them in the CRMUG Collaborate Content Library for Premium Members to access at any time.

The best way to get value from CRMUG Collaborate? Get out and use it! Ask a question of your own, peruse what’s already being discussed, download a helpful webinar recording, soak in the blogs… there’s so much to be discovered! If you haven’t already, start Collaborate-ing today at http://community. crmug.com. (Yes, this only counts as half a tip because it’s just such a no-brainer. -)

10½

Q2/Q3 2014 | 25

t&t

TIPS & TRICKS

Microsoft Dynamics CRM 2013 Service Management Tips and Tricks by Bob Hogan ervice management” is a big topic. Each of the following areas could have its own tips and tricks article. For now, however, let’s focus on higher-level service concepts that span the service request lifecycle. These concepts are at the heart of much of the customer care enhancements that are part of the Microsoft Dynamics CRM Online spring 2014 release.

“S

Keep it simple For Customers, simple is king. Give them self-service capabilities, and watch your brand loyalty grow. Portals give Customers the power to manage their data, submit service requests, monitor activity, and collaborate with your service team during the resolution process. There are many diﬀerent versions and portal vendors on the market. Check out the Microsoft Dynamics Marketplace or start building your own portal today!

Simplify your classiﬁcation (Subject) selection process as well. Lightweight customizations can easily drive proper node selections for complex Subject tree structures. Data captured during the service process can automate Subject selection and facilitate deeper reporting and analytic processes.

Response Time AND Transparency ARE Essential Take advantage of process automation (workﬂow) alerts to acknowledge receipt of service requests. Directly connecting the assigned service team member to the requestor enhances the requestor’s experience and can further drive brand loyalty. Personalization is powerful!

Often a simple email address that Customers can use to submit service requests will suﬃce. Allow them to send their service requests to a managed mailbox that is attached to a Microsoft Dynamics CRM queue. Provide visibility to your service team’s queues through dashboards or other views. Be careful! Automatically converting items in queues to cases can lead to duplicate cases. It is often best to have them work on an item from the queue and convert To Case based on deﬁned service processes.

26 | CRMUG Magazine

Automatically notify your Customers and those managing their account as the case progresses through the various stages of the service process. Along the lines of notiﬁcation, leverage notiﬁcation/ escalation processes for neglected items in the queue as well as cases that are nearing resolution deadlines per the service level agreement (SLA).

Knowledge is key to rapid resolutions! Take time documenting both the issue and the resolution, as well as updating the knowledgebase as needed. It will pay oﬀ. Building knowledge processes into your service process greatly increases ﬁrst-call resolutions.

Processes, Collaboration, and Knowledge sharing are Key to Rapid Resolution Keep it moving! Business process ﬂows provide powerful tools for walking service team members through the service process. Processes can vary based on service classiﬁcations, and they can change at any time. Guiding team members through the service process and providing powerful tools along the way are key to decreased requestto-resolution metrics. CRMUG Bob Hogan is the practice director and principal consultant for Dynamics Solutions (CRM) at Bennett Adelson. Bob is the director of the Cleveland Chapter of CRMUG® and a Microsoft Virtual Technology Specialist (VTSP). He can be reached at Bhogan@bennettadelson.com or via www.linkedin.com/in/crmbob.

Collaborate! Provide real-time VoIP/IM/Presence tools that enable service team members to collaborate throughout the service process. Microsoft provides powerful collaboration tools as part of Oﬃce 365.

Keep it moving! Collaborate! Knowledge is key to rapid resolutions!

Q2/Q3 2014 | 27

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

ﬁnd the

logo

Congratulations to our Spring 2014 contest

winner, Kristie Marr from MD Physician Services, A CMA Company! Kristie found

Nancy Anello TITLE sponsorship sales LOCATION Tampa, Florida

CONTACT INFO Nancy.anello@crmug.com

What do you love about Microsoft Dynamics CRM? I love CRM because as the sponsorship demand increases with our various events, CRM keeps me organized and on top of all the details to have happy sponsors. CRM helps me be more productive, eﬃcient, and attentive to the needs of our sponsors. CRM makes my job easier! Dream vacation spot: The Maldives

877-324-8880, ext. 1492

the logo on page 13 of the Spring 2014

Onika Allen

issue of CRMUG Magazine. Let’s play again.

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

you

ﬁnd it?

TITLE Regional Chapter director LOCATION Fargo, North Dakota CONTACT INFO Onika@crmug.com 1-877-324-8880, ext. 1455

What do you love about Microsoft Dynamics CRM? CRM is a great place to use as a “hub” for all of your information. To be able le to integrate all of the systems we use CRM for such as event, membership, p, and portal management makes CRM some of the coolest software I have ve used. I especially enjoy the use of dashboards within CRM. Through dashhboards, we can watch our chapter meetings grow in scale and size, moniitor Member participation, determine eﬀectiveness toward goals, and make ke changes accordingly. Dream vacation spot: The Maldives or Bora Bora

Shanna Hensch TITLE Member support and events coordinator

LOCATION Moorhead, Minnesota CONTACT INFO Help@crmug.com

What do you love about Microsoft Dynamics CRM? fy Microsoft Dynamics CRM enables me to quickly troubleshoot and identify ve solutions for our Members regarding their CRMUG membership. I also love n how easily our email marketing tool integrates into CRM so that we can acreate marketing lists directly from our database, send email communicaktions, and track the open and click-through rates, all the while directly linking those email sends right back to our Member’s contact record. Dream vacation spot: Any or ALL of the Caribbean islands!

py he

Tony Stein

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 the next

issue of the magazine.

28 | CRMUG Magazine

TITLE CRMUG Director

LOCATION Fargo, North Dakota CONTACT INFO Tony@crmug.com

877-324-8880, ext. 1449

What do you love about Microsoft Dynamics CRM? d I am impressed with how people can leverage CRM to turn mundane and ktraditionally highly involved overhead tasks into systems-thinking workh ﬂows that help automate and drive eﬃciencies throughout a company. With p better chart and dashboard capabilities, the analytics behind CRM now help e. keep people on the same page with some much needed business intelligence. M Business automation and analytics are absolute “must haves” in your CRM environment. Dream vacation spot: Hawaii (Kauai)

Spring 2014 | 13

topic on

CRMUG® reached out to Members for customer service stories – the good and the bad. Kristin Metcalfe, marketing manager, solutions, at Neudesic, shared two recent customer service interactions that made an impression with her – for better or worse.

THE

THE VS

I had a year-long pricing promotion in place with a well-known provider for my cable and Internet services. With the promotion, my services were running around $89 per month. My cable service has been fine, but the Internet is fairly slow (6 Mbps), cuts out frequently, and isn’t great for streaming programs. I don’t watch television that frequently, so I was looking to cut the cord and stick with the provider for Internet only, UNLESS they could incentivize me for being a “loyal customer”. When I called in, I was told that “there’s nothing we can do.” Okay...so much for being a loyal customer! You’re willing to ditch me that quickly? If that’s the case, I told the customer service rep, then I’ll get rid of my TV while I shop for Internet service elsewhere. I was transferred to the cancellations department. I was asked why I was cancelling. Shouldn’t this information be logged in the system so that a customer doesn’t need to repeat themselves? Nevertheless, I explained that I don’t watch television nearly enough, and the Internet isn’t great. The customer service rep said that there was definitely something she could do for me. Eureka. I was excited. It’s such a hassle to return equipment, set up new services, etc., so that if I could keep my Internet, I’d deal with it. Or, if something faster was available, I’d go for it. This woman and I spent about 30 minutes on the phone together, and all of the options she kept offering were for TV AND Internet. But I don’t want TV. I just want Internet. To keep the 6 Mbps Internet service I had in place, they were offering a deal for $63 per month…for Internet that’s slow and doesn’t work that great...really? That’s more than double the rate they are advertising for new customers. I have my wireless service with this company and my home technology needs with them...am I really that unimportant to them that they would want to charge me MORE or lose me as a customer? It’s said that it’s easier to retain current customers than to acquire new ones. Looks like that’s not the case with this service provider.

In terms of a particularly good experience, one happened a short while ago when calling the Los Angeles Department of Water and Power (www.ladwp.com) to disconnect my services. I phoned in and was greeted by an automated menu. Yuck. Automated menus are designed for efficiency, and all that good stuff, but usually end up causing headache and frustration. Nevertheless, here it went: “In a few short words, please say the purpose of your call.” I say, “Cancel services.” Surprise! The system understood me! No “please repeat” or “sorry, I didn’t get that.” Next question: my account number. No clue...I was outside walking to lunch, didn’t have my bill in front of me, and so I thought this call was a lost cause. I told the system “I don’t know”, and it alerted me that I could look up my account number with my ZIP code and address. I spoke my information, and again, the system understood me. Two for two! The rest of the call was seamless: following the prompts, I was able to disconnect my power, state the reason, select a date, speak my forwarding address, and receive a confirmation number. All this was completed in less than three minutes. A few days later, I received a confirmation letter at my current address, informing me that my services would be terminated on the date I provided. I also received a notice at my new address stating that my final bill would be sent there. This is different than your typical customer service experience, I suppose, since this one was entirely automated and was successfully completed WITHOUT ever interacting with a live human being. I have faith that not all automated systems are a complete waste of time. Other organizations could definitely take a lesson from LADWP’s system! CRMUG

Q2/Q3 2014 | 29

microsoft member showcase

Bill Patterson, senior director

Bill Patterson, senior director of Parature, from Microsoft, uses his time and talent to drive technology that creates positive experiences between Users and their customers. In Q1 2014, Bill took on a new role after Microsoft acquired Parature, a provider of cloud-based social and customer engagement solutions across multiple channels. CRMUG® caught up with Bill to talk about the addition of Parature to the Microsoft Dynamics CRM lineup as well as his advice for creating interactions that serve and delight.

30 | CRMUG Magazine

CRMUG: This issue of CRMUG Magazine is all about customer care. How does the acquisition of Parature enhance the customer service element of Microsoft Dynamics CRM? Bill Patterson (BP): Parature is complementary to CRM in that it will become the incredibly strong knowledge management solution for Users. Knowledge management is all about putting the right information and answers to common questions into the hands of agents, and the ﬁrst thing that Parature provides is a deep and robust functionality to serve that need. Where it gets more interesting is that Parature introduces a customer-facing experience that supports a Microsoft Dynamics CRM User. If you think about web-facing or enabled support – for example, if you go to a company’s website and search their knowledge base to solve your own question – Parature’s knowledge is shared externally so a User can deliver more answers to their customers at any time, saving support calls or email interactions from happening. That knowledge and self-service are there when and where a customer needs them. CRMUG: Can you share a little about the integration of Parature into Microsoft Dynamics CRM? BP: Parature is included in the enterprise edition of Microsoft Dynamics CRM Online, and organizations that are looking to get the most of our capabilities, such as marketing, social, and Parature, can use it as part of that oﬀering. Users who don’t have the enterprise edition can add it into their environment, including our on-premise Customers, who access Parature via a connector that delivers knowledge articles and synchronizes customer information all in one place. CRMUG: You’re a veteran of the Microsoft Dynamics CRM team. What keeps you energized about the product and your role? BP: The thing that keeps me here and focused is the knowledge that it’s a job that is never completed. It’s a job that you want to continuously get better at as customers are changing every minute. Where we’re going from a tech standpoint, and how we think about the future, is that Microsoft is uniquely positioned to assist Users in helping their

customers – both professionally and personally – be happy in a real-time manner. CRMUG: Let’s talk a little more about that. What’s coming up next from your team with regard to customer care? BP: What’s really on the horizon for us is allowing organizations to continue to transform their service center into becoming more unified with the channels they have. If you look at call center reps, some are only answering calls, some are only on email, and others are only on chat. That specialization by channel means that if a customer uses all three channels when they have an issue, they could experience frustration if they have different experiences amongst the channels. We’re working on unifying those experiences into a singular view so that the customer has the same great experience, no matter how they contact an organization. We think knowledge is the equalizer to making customer service great across an organization. Most companies believe that customer service is a job for a few people within an organization. The reality is that the organizations that have made customer service a priority for differentiating their brand have an entire staff of great customer service professionals. Our strategy is to make everybody good, or rather, “care everywhere”. Everyone in the organization, as well as every experience a customer may have, needs to be fueled with knowledge about how to make that experience great. Knowledge should be pervasive enough to make everybody in a company feel great about talking with customers. CRMUG: That’s a great way to put it. What’s your advice for Users who are looking to step up their efforts with regard to tracking customer information or automating their customer service processes? BP: I’m a big believer in starting simple. The fastest way for us to start to help an organization manage their customers better is to use the capabilities that are in the product. In this situation we have Microsoft Dynamics CRM 2013 Case Management.

Empowering Case Management with great knowledge is a great start. Then you can start to reach into different channels, such as mobile, social, and email, and turn that knowledge management into self-service for your customers. I believe that customer service is the sole differentiator that an organization has when really trying to define how they want to be known by their customers. We’ve all had bad customer service experiences – and very few great customer service experiences. The ones that are great stand out and give a lasting impression of an organization. Customer service is an area where we can use so many of the modern technology solutions to make such a simple interaction and routine better. So many companies misfire at this basic exercise; it’s a shame that more companies don’t think about it.

about the situation immediately, and a bad experience can be a deterrent to future business for the organization that fostered the bad experience. Truly think about the role that customer service can play in your business moving forward. There are opportunities out there for Users to delight their customers, and I love to think that Parature and Microsoft Dynamics CRM can be part of that interaction. CRMUG

CRMUG: Is there any other advice you’d like to share with our readers? BP: I would encourage Users to think about their customer service departments today and how agile they are in working with customers in a consistent manner regardless of the channel (phone, email, chat, etc.). We don’t often take that mystery shopper exercise and experience on our own customer service, but I encourage readers to really think about how they’re doing. You should also examine your organization’s availability. When the support team leaves at night but a customer still has a problem, what are the ways in which that customer can get help even when you’re not in the oﬃce? How much is out there in your ecosystem as far as self-service? Another thing to think about is the role that service can play in not only delivering great service, but also driving the next wave of products. It’s simply not enough to deliver service that’s not frictional; it’s about creating service that is not a barrier or blocker to more opportunities. To break that down, think about when somebody has a bad customer service experience and posts about it on social media. Friends of friends know Q2/Q3 2014 | 31

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feature

BEST-IN-CLASS

ENTERPRISE SERVICE W I T H M ICROSOF T DY NA M ICS CR M

by Mark Smith

usiness is changing again. We compete in a global marketplace where margins are squeezed as the attention of the customer is pulled by competing brands, products, and services. The power of choice that has transferred to the customer is increasing at a rapid rate, and more and more businesses are looking for ways to stand out and be different. A key differentiator is that by offering outstanding service – that is, service that reduces the effort of the person needing the service – the risk of customer disloyalty is reduced. It should be noted that great service is not a new concept as can be seen by this quote from Henry Ford: “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” Over the last 12 months, Microsoft has invested considerably through improvements to Microsoft Dynamics CRM online with the spring 2014 release (Service Pack1 [SP1] for Microsoft Dynamics CRM 2013) as well as key acquisitions such as Parature. These investments, combined with the investments made over the past nine years, come together as a true enterprise class customer service platform in what has just been released as the Unified Service Desk (USD).

be learned to do their job as well as the constant app switching required as they try to get a full view of the customer and the customers’ needs, all in an eﬀort to provide the appropriate support. Customers now want self-service support, and they want to engage via web chat, instant messenger (IM), or video chat. They want to get support via social channels such as Twitter and Facebook or SMS from their mobile devices. They want to use apps such as Skype and WhatsApp for real-time messaging. Added to this increase in channels is the fact that customers may engage via more than one channel while on the same topic. So if the contact center member has multiple software solutions to manage, he/she can struggle to get a complete understanding of the customer’s needs. There is also the danger of creating customer disloyalty to your brand if you force the customer to switch from one channel of engagement to another. For example, your customers may engage you for support via your company Facebook page, but rather than giving them the support they need in their channel of choice, you force them to visit your website to ﬁnd the information they are seeking.

Best-in-Class Case Management Omni-Channel Interactions Customer choice has increased due to the way in which we communicate and collaborate. People now have mobile devices that are always connected and with the increase of channels provided by the mobile platforms as well as a variety of social channels available on the Internet, people have diverse ways of engaging. This effects how service is delivered and consumed. Although traditional service channels such as phone and email are still strong, since 2009 there has been an increase in channel diversification. Traditional call centers are now becoming contact centers as they support an omni-channel approach. The challenge with multiple channels is that it has created a proliferation of software to interact with these channels, leading call center agents to become frustrated with the different software that must

32 | CRMUG Magazine

To provide best-in-class support you need to look at the tools you use for case management. With the latest release of Microsoft Dynamics CRM, Microsoft has added to the core case management functionality by adding greater ﬂexibility on what can be achieved with cases. It is now possible to create business rules to manage case queues and prioritizations of cases. You now have the ability to have parent/child cases. For example, if a person called his/her local power supplier because of lost power to his/her home, many people in that neighborhood may have also lost power, say due to a transformer failure. So many cases will be created about the same issue, “power failure”, by diﬀerent homeowners. These cases may be associated to a parent case about the problem with the transformer so that when this is resolved, the child cases would be resolved.

New functionality has been added around how cases are escalated within the support structure of your business so that the correct level of support is delivered by the staff skilled to deliver that service. There is also the introduction of service level agreements (SLAs) and entitlements that provide the ability for you to deliver on SLAs while providing the right level of service based on predefined agreements with your customer.

Knowledge Management In the last couple of years there has been an increase in the amount of information created by any organization, and that information needs to be managed and made accessible both inside and outside your company for your customers. This leads to the need to have a robust authoring tool set for that information as well as methods to search the information in a way that allows people to get to the information they are looking for quickly. There is also the need to make sure that information is accessible via multi channels. With the recent acquisition Microsoft has made of Parature, a company with 10 years of experience in omni-channel service, we now have a robust solution to manage information and provide it across channel and mobile platforms.

Voice of the Customer (VoC) Part of any good service offering is understanding what level of service needs to be provided to meet the needs of the customer. Any enterprise customer service solution should provide a feedback loop so that insight can be gained and measured and improved on. With business rules and workflows in Microsoft Dynamics CRM, you can provide automatic follow-up to customers to gauge their satisfaction with the service provided. You should look at this being delivered via the appropriate channel for the specific customer. It could be via SMS, surveys, thumbs up/down, or a star rating system. Common validation of the customer voice can be CSAT (customer satisfaction score), NPS (net promoter score), or the more recent research done around CES (customer effort score*).

Unified Service Desk (USD) We can see that customers want better service, we can see how this affects the success of your business, but how can you supply bestin-class service, across channels with disparate backend software applications, and at the same time reduce the cost of customer care? This is where Microsoft’s investment over the past nine years in what was known as the Customer Care Framework (CCF), Customer Care Accelerator (CCA), and Customer Care Desktop (CCD) (a solution offered by MCS) now becomes known as USD, the Unified Service Desk. This allows any organization that wants the ability to provide best-in-class service access to a single application that will allow their customer service staff to provide outstanding service and support. It allows the configuration of a desktop experience that combines your business processes, case management, multi-channel support, CRM, and knowledge management in a single interface. With integration into your CTI (computer telephony integration) and third-party applications, you have a full 360˚ view of your customer so you can offer the level of service required. With USD you can manage multiple service engagements across multiple back-end applications in a single view. For example, an insurance company may have multiple policy engines for a single customer. With USD it is possible to get a single view of the customer’s policies within the USD environment even if those policy engines were on an AS400 back-end system. This allows reduced training time for staff and also reduced time spent searching multiple applications that have information about your customer, allowing you to provide better service. If you integrate a gamification solution such as CRMGamified® (http://crmgamified.com), this can lead to better outcomes not only for your customers, but also for the morale of service staff. With the latest updates to Microsoft Dynamics CRM as well as the investments made in service technology, Microsoft provides an end-to-end enterprise customer service platform. CRMUG * “The Effortless Experience: Conquering the New Battleground for Customer Loyalty” by Matthew Dixon, Nick Toman, and Rick DeLisi Mark Smith is a Microsoft Dynamics CRM technical consultant at SMS Management & Technology. He can be reached at +61 408 242 185 or Mark.smith@smsmt.com.

Q2/Q3 2014 | 33

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learn academy corner

CRM

On-site Learning

Make the most of your trip to St. Louis by taking advantage of focused, instructorled classroom training before CRMUG® Summit 2014 ofﬁcially kicks off.

CRMUG Academy pre-conference training courses offer:  Instructor-led classroom training environment  Focused content that dives deep into targeted functional areas  Half- or full-day course options at prices that are considerably lower than traditional in-person classes

This training, delivered by CRMUG Academy, is designed to provide in-depth product education in an interactive, handson setting.

Here are just some of the classes we are planning for you:  Microsoft Dynamics CRM 2013 and SharePoint Integration Deep Dive  Managing Business Processes in Microsoft Dynamics CRM 2013  Update your Skills to Microsoft Dynamics CRM 2013  Architecting Your Microsoft Dynamics CRM System Security Workshop  Microsoft Dynamics CRM Administrator Black Belt Series - Blue Belt  Microsoft Dynamics CRM Administrator Black Belt Series - Purple Belt  Dashboards for the Everyday User  Use oStuﬀ to do oMG with Your Microsoft Dynamics CRM for Developers  Training & Beyond: Successful User Adoption for Microsoft Dynamics CRM  Help! I Don’t Think I Have Optimal Microsoft Dynamics CRM Performance!

2014 CRMUG SUMMIT

Pre-Conference Academy Training

-ONDAY /CTOBER s 4UESDAY /CTOBER Visit http://crmugsummit.com/ pre-conference-training and register today!

Q2/Q3 2014 | 35

isv partner member showcase

Adxstudio Inc. COMPANY: Adxstudio Inc. INTERVIEWEE: Shan McArthur, CEO/CTO PHONE: 425-628-9380 EMAIL: Shan.mcarthur@adxstudio.com WEBSITE: www.adxstudio.com HEADQUARTERS: Regina, Canada (worldwide) and Redmond, Washington (U.S.) CRMUG® PARTNER MEMBER SINCE: 2009

36 | CRMUG Magazine

CRMUG: How did Adxstudio Inc. start out? Shan McArthur (SM): Fifteen years ago, Doug Schneider, Dennis Ambrose, and I started Adxstudio (then named AppDepot Web Services Inc.) in the business of web development. Our early work was building web content management systems for Customers. We started getting Customer requests of doing Microsoft Dynamics CRM integration with our clients’ websites to include case management and lead generation. We decided to re-platform our products on top of Microsoft Dynamics CRM, knowing the competition for basic web content management systems was getting fairly aggressive and our belief that the future website really needed a full engagement platform, not just a content management system. We took the next few years and focused heavily on Customer engagement features that integrate with Microsoft Dynamics CRM. Microsoft Dynamics CRM 4.0 gave us a very strong xRM platform from which we could build our applications with great agility. Four years ago, we sold part of our base portal framework and Linq query provider we created to Microsoft that’s now included in their Software Development Kit (SDK). Today, we provide businesses with web portal and application lifecycle management solutions built for the entire Microsoft technology stack, including Microsoft Dynamics CRM, SharePoint, and .NET platforms.

CRMUG: Do you have any vertical specializations? SM: Yes, we work largely with the retail and public sector industries. Public sector makes up the largest part of our business at 40 percent. With the growing need for 311 citizen services, licensing and permit self-service applications, and emergency management solutions, our web portals are a perfect fit to putting more control into the citizens’ hands while tracking important information for the government. CRMUG: Can you share any cool projects you have in the works for government? SM: If you check out www.citizenrespond.com, you can get a better idea of how our portals can really help government entities. Through the use of our portals, government organizations can improve service efficiencies, reduce administrative burdens, and enhance citizen engagement. CRMUG: What are retailers most looking for in a web portal solution? SM: Retailers often look for the Customer community, customer care, and loyalty management capabilities. We also have product catalog, shopping carts, profiles, and sales and marketing functionality. Retailers want the full customer support story, and we can provide just that with our web portals.

CRMUG: What issues do Adxstudio Portals solve for your clients? SM: Microsoft provides a great base value for internal Users with Microsoft Dynamics CRM. We take it one step further by building interactive websites that allow organizations to interact with their customers online while storing all data in CRM. Our clients can then use the CRM platform to manage their business to serve their customers or external stakeholders better. CRMUG: What are a few ways Adxstudio Portals helps businesses improve their customer care? SM: I will use our own company as an example, and talk about how we provide Customer support. When we have a known issue with one of our products, we register it as a defect in Microsoft Dynamics CRM, and it shows up on our community site. This allows Customers to get visibility to any known issue and to subscribe to notices for when it is addressed. When a Customer is starting the process of requesting support through our helpdesk application, we use case deﬂection techniques such as looking up known issues, relevant KB articles, other forum posts, and solved cases to see if we can get the appropriate information in front of the Customer, even before they open a help desk ticket. This allows for Customers to get to the answers for common problems without even having to wait for a support engineer to contact them. If that doesn’t work, they open a ticket, and we service the Customer request using the CRM case management application, giving the Customer an online self-service experience throughout the entire process. We also oﬀer a full-engagement community solution (you can check out our own community site at http://community.adxstudio. com to get a sense for how these community sites work). This includes features such as discussion forums, issue tracking, surveys, product documentation, help desk tickets, ideas, blogs, and more. All

that from these activities is stored in their Microsoft Dynamics CRM so our internal teams can see who’s downloaded what, what ideas Customers voted on and liked, issues that Customers are having at any given time, and more. CRMUG: What sets you apart as a Microsoft Dynamics CRM ISV? SM: We work closely with the Microsoft product team to bring the latest and greatest from Microsoft. All our versions support the fact that we’re early adopters and supporters of Microsoft. We are also adamant about releasing important updates and new features on a regular basis. Portals 6, released last year, completed the entire mobile story for our clients with responsive web design. And now Portals 7 has greatly simplified the installation experience through point-and-click configuration. It’s set up as a Micro Marketplace where Customers can pick and choose what functionality they need and easily install and maintain those features for a smooth start-up process. Through this, Customers are also automatically notified when new offerings are made available. CRMUG: Speaking of new oﬀerings, what do your clients have to look forward to in the coming year? SM: Adxstudio is making an entrance into the Software as a Service (SaaS) market in Q2/Q3, taking care of the hosting for our clients. We also look forward to the latest version of Microsoft Dynamics CRM 2013 Service Pack 1 and the customer care improvements there. Adxstudio is fully authorized and trained to implement Parature. Our portal roadmap includes Parature integration and will make it easy to use Microsoft Dynamics CRM and Parature together. CRMUG

“Adxstudio Portals provided us with the foundation we needed to effectively scale our solution to meet the changing needs of our Customers.” Jeff Holway, vice president of sales and marketing, Experlogix

Q2/Q3 2014 | 37

Meet us in St. Louis See a demo at Booth 843 www.perceptivesoftware.com

NAME THAT PHOTO

CONTEST

Ah, healthcare. Such a lively topic. What do you think was the most popular word at the healthcarefocused roundtable at CRMUG Summit 2013? Simply email your submission to Captioncontest@crmug.com. The winning submission will be printed in the magazineâ&#x20AC;&#x2122;s next issue. Q2/Q3 2014 | 39

industry showcase

Manufacturing: Changing Our World One Product at a Time W

hether it’s turning the channel on your TV or getting your kid in braces, we’re all aﬀected by the work of these CRMUG® manufacturers. From furniture to diesel engines and ﬁber optics to orthodontics, these companies are dedicated to changing our world for the better, one product at a time.

MOOG COMPONENTS GROUP, LTD East Aurora, New York Moog Components Group, Ltd provides innovative design and manufacturing capabilities in motion, electronics, and ﬁber optics. Both standard and custom product solutions are applied in industrial, commercial, medical, marine, aerospace, and defense applications.

LUCK STONE CORPORATION Richmond, Virginia Luck Stone Corporation is one of the largest familyowned and operated producers of crushed stone, sand, and gravel in the nation. Founded by Charles S. Luck, Jr. in 1923, the company has thrived under the leadership of three generations of the Luck family.

| CRMUG Magazine

BOEING Chicago, Illinois Boeing is the world’s largest aerospace company and leading manufacturer of commercial jetliners and defense, space, and security systems. A top U.S. exporter, the company supports airlines and allied government customers in 150 countries. Boeing products and tailored services include commercial and military aircraft, satellites, weapons, electronic and defense systems, launch systems, advanced information and communication systems, and performance-based logistics and training.

COLUMBIA FOREST PRODUCTS Greensboro, North Carolina Founded in 1957, Columbia Forest Products is North America’s largest manufacturer of hardwood plywood and hardwood veneer products. Columbia’s decorative interior veneers and panels are used in high-end cabinetry, ﬁne furniture, architectural millwork, and commercial ﬁxtures. Columbia’s products are sold through a network of wholesale distributors, mass merchandisers, and original equipment manufacturers from three distinct business units: plywood, veneer, and global services.

TEKTRONIX Beaverton, Ohio Tektronix has more than 60 years of experience designing test and measurement equipment. View a website, click a mouse, make a cell phone call, or turn on a TV, the world of Tektronix has been touched.

TAYLOR CORPORATION North Mankato, Minnesota Taylor Corporation helps companies of all shapes and size communicate their message, expand their brands, and do business better. Its family of companies creates powerful and intuitive products, provides unique services, and oﬀers the strategic thinking needed to develop incredible interactive, printing, and marketing solutions.

DENTSPLY INTERNATIONAL INC. York, Pennsylvania DENTSPLY International Inc. is a leading manufacturer and distributor of dental and other consumable healthcare products. Its broad global product platform helps dental professionals serve patients’ oral healthcare for a lifetime, from preventive services to tooth replacement. DENTSPLY oral health products range from general dental consumables and laboratory products to products supporting the dental specialty markets of orthodontics, endodontics, and implants.

WITTENSTEIN ARENA, INC. Bartlett, Illinois Committed to being a world-class partner of intelligent mechatronic drive technology, servo systems, and mechanical components, WITTENSTEIN Arena, Inc. uses the power of science, innovation, and forward-thinking engineering to provide cutting-edge technology for motion. Since pioneering the alpha servo planetary gear reducer in 1983, support and motion requirements from the market have continued to change, and WITTENSTEIN is well positioned to deliver reliable products and services to its customers and partners.

STORM INDUSTRIES, INC. Torrence, California Storm Industries, Inc. is an innovative and entrepreneurial organization with a growing family of companies. Over its 80year history, Storm has evolved from a single brass foundry in Los Angeles to a highly diversiﬁed group of businesses operating across the globe. Its companies manufacture after-market replacement parts for diesel engines, specialized products for irrigation groundwater, reliable industrial valves, and more. The company is also involved in the development of commercial, industrial, and residential real estate projects.

INTERTAPE POLYMER GROUP Sarasota, Florida Intertape Polymer Group Inc. (IPG®) is an acknowledged leader in the packaging industry. Leveraging its advanced manufacturing technologies, extensive research and development capabilities, and a comprehensive strategic acquisition program, the company believes it has assembled the broadest and deepest range of products in the industry.

Q2/Q3 2014 |

MINUTES WITH CRMUG’S VOLUNTEER OF THE QUARTER

Who interests you on social media right now? I follow a lot of CRMUG contacts to see what they are talking about, get new ideas, and track what is going on outside of my industry and my small place in this world. On my desk right now: A mess! No, seriously, it’s full with about 10 ongoing projects, from the next CRMUG meeting plan to a lead qualiﬁcation process ﬂow we are developing to a new O’Neal sales process. My 3 goals for the rest of 2014: 1.To make O’Neal Steel the industry leader in superior customer service 2.To make the Alabama CRMUG Regional Chapter one of the recognized top chapters 3.To take our company to the next level in CRM adoption, mobility, and marketing automation

David Goff O’Neal Steel, Inc. sales & marketing manager CRMUG® recognizes David Goff because of his ambitious, engaged leadership of the Alabama Regional Chapter as well as his willingness to share his Business Process Management ﬁndings with the User community at Convergence 2014, CRMUG webinars, and Regional Chapter meetings. Thanks for your contributions to CRMUG, David!

| CRMUG Magazine

What I do when I’m not at work: » I’ve run two half marathons and am currently in training for my third, which will be in St Louis the Saturday after CRMUG Summit (coincidence or fate?). In September I will be participating in the ultimate craziness of a Tough Mudder (a 10- to 12-mile extreme obstacle course) in Colorado. I will be running a full marathon in January at Disney World. » I actively participate in CrossFit which has helped my overall well-being at work and in life. » Besides that, I love spending time with my family (wife and 6-year-old daughter) » Golf and cooking The best advice I ever received: Never regret! Never judge! Never complain!

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 Agriculture

Government

Life Sciences

Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 Livestock Accelerator Producer Management and Livestock Movement/Quality Tracking accelerator for Dynamics CRM.

Thomson Reuters, Tax and Accounting - Government http://tax.thomsonreuters.com/aumentum 866-471-2900 Thomson Reuters Aumentum Thomson Reuters Aumentum provides government revenue mgmt. solutions.

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

Condominium Developers

CORE Real Estate Software http://www.corerealestatesoftware.com 416-644-1456 CORE Real Estate Software From marketing and sales to dĂŠcor and warranty tracking, manage all aspects of condominium development within the Microsoft Dynamics platform.

Consumer Packaged Goods

http://www.ďŹ&#x201A;intfox.com â&#x20AC;˘ 404-245-5116 TPM for Dynamics Suite Integrating Trade Promotion Management processes into Dynamics. Sell-side and Buy-side, advanced pricing, planning and execution of deals, promotions, rebates and fees, plus settlement (deductions, claims, payments).

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

Cross Industry Solution

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

44 | CRMUG Magazine

Finance/Banking

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (ConďŹ gure 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.

AssureSign LLC

T3 Information Systems http://www.t3infosystems.com â&#x20AC;˘ 202-419-5105 PECast PECast is a Private Equity Management software built on the Microsoft Dynamics CRM platform. Captures all data elements, processes and relationships required by private equity ďŹ rms.

Food and Beverage

AssureSign LLC

Great Plains

PaperSave http://www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a CertiďŹ ed for Microsoft Dynamics Document Management, Electronic WorkďŹ&#x201A;ow & Invoice Automation solution that eliminates inherent risks and ineďŹ&#x192;ciencies associated with paper.

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

Total Dynamics Solutions, LLC

Axapta

Industrial Equipment

Flintfox International Limited

KEY:

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).

High Tech and Electronics

mcaConnect http://mcaconnect.net â&#x20AC;˘ 866-622-0669 NEW: 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.

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

Flintfox International Limited

Lean Manufacturing

mcaConnect http://mcaconnect.net â&#x20AC;˘ 866-622-0669 NEW: 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 proďŹ tability.

Navision

Solomon

Customer Relationship Management

Retail Management System

Manufacturing Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold CertiďŹ ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-speciďŹ c needs. Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (ConďŹ gure 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).

Media and Entertainment

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 traďŹ&#x192;cking.

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

Point of Sale

Professional Services

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.

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

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

WennSoft, Inc. http://www.wennsoft.com â&#x20AC;˘ 262-821-4100 Evolution Manage resources, track assets, automate ďŹ eld ticketing, improve cash ďŹ&#x201A;ow.

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

KEY:

Axapta

Great Plains

Rockton Software http://www.rocktonconnect.com â&#x20AC;˘ 877-476-2586 NEW: Rockton Connect Accounting built inside Microsoft Dynamics CRM speciďŹ cally for professional service organizations.

Templeton Solutions http://www.templetonsolutions.com 561-798-9988 CRM for Professionalsâ&#x201E;˘ and Practice Management for Professionalsâ&#x201E;˘ CRM solutions that provide the ability to track and leverage client interactions and maximize revenue opportunities. Additional features include: Time & Billing, Analytics, Document Mgmt and Project Mgmt.

W holesale Trade: Durable Goods Total Dynamics Solutions, LLC http://www.totaldynamicssolutions.com 877-855-8860 NEW: 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

Flintfox International Limited http://www.ďŹ&#x201A;intfox.com â&#x20AC;˘ 404-245-5116 TPM for Dynamics Suite Integrating Trade Promotion Management processes into Dynamics. Sell-side and Buy-side, advanced pricing, planning and execution of deals, promotions, rebates and fees, plus settlement (deductions, claims, payments).

Software D&B (Dun & Bradstreet) http://www.dnb.com/crmug â&#x20AC;˘ 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.

Software Manufacturers

Retail

Rockton Software http://www.rocktonconnect.com â&#x20AC;˘ 877-476-2586 NEW: Rockton Connect Accounting built inside Microsoft Dynamics CRM speciďŹ cally for software companies.

Avalara, Inc.

Staffing/Recruiting

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 certiďŹ cate management, ďŹ ling and remittance solution for Microsoft Dynamics.

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

Navision

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Q2/Q3 2014 | 45

INDUSTRY

Oil and Gas

Horizontal Accounting

Compliance Fastpath Solutions, Inc

Halo Business Intelligence Rockton Software http://www.rocktonconnect.com â&#x20AC;˘ 877-476-2586 NEW: Rockton Connect Accounting built inside Microsoft Dynamics CRM.

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

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

Banking T3 Information Systems http://www.t3infosystems.com â&#x20AC;˘ 202-419-5105 PECast PECast is a Private Equity Management software built on the Microsoft Dynamics CRM platform. Captures all data elements, processes and relationships required by private equity ďŹ rms.

SMB Suite http://www.smbsuite.com â&#x20AC;˘ 888-525-6398 SMB Intelligence Grow smarter and improve eďŹ&#x192;ciency by integrating all functions of your business, with role-based dashboards, reporting, and forecasting. Sunrise Technologies http://www.sunriseconsult.com 336-722-6741 NEW: Sunrise BI Put data to work anytime, on any device, anywhere; enabling companies to make decisions and take actionâ&#x20AC;&#x201C;empowering users beyond BI. Provides mobile, analytics, and extension/completion of transactional systems.

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 fulďŹ ll PCI requirements for CRM online and on premise.

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

Total Dynamics Solutions, LLC http://www.totaldynamicssolutions.com 877-855-8860 NEW: 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

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

ZAP http://www.zapbi.com â&#x20AC;˘ 415-889-5740 NEW: 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.

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 (ConďŹ gure 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 NEW: CRM We are a global leader in delivering Dynamics CRM/XRM solutions. Our success is exempliďŹ ed by multiple Microsoft Partner of the Year awards and numerous customer success stories.

Great Plains

46 | CRMUG Magazine

Navision

Solomon

http://crm-rules.com â&#x20AC;˘ 877-276-1942 CRM Rules for Microsoft Dynamics CRM 2011 & 2013 Easily customize complex, dynamic CRM forms. More powerful than PBL.

Data Integration

Customer Relationship Management

D&B (Dun & Bradstreet) http://www.dnb.com/crmug â&#x20AC;˘ 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others. eBridge Connections http://www.ebridgeconnections.com 800-755-6921 eBridge Integration Solution The leading cloud integration platform for EDI, eCommerce & CRM systems.

Data Management D&B (Dun & Bradstreet) http://www.dnb.com/crmug â&#x20AC;˘ 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.

Document Management

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).

Visionary Software Consulting, Inc.

Customer Relationship Management

Budgeting

KEY:

SMB Suite http://www.smbsuite.com â&#x20AC;˘ 888-525-6398 SMB Sales Improve the productivity of your sales team with SMB Sales. Manage all of your accounts, contacts, & forecasting with powerful dashboards that are fully integrated with Microsoft Outlook.

Credit Card/Check Processing

Application Lifecycle Management

HORIZONTAL

http://www.gofastpath.com 515-276-1779 ext. 410 Fastpath Assure Sarbanes-Oxley segregation of duties solution with built-in audit intelligence from certiďŹ ed Auditors. Get the data your Auditors want - Fast!

Retail Management System

Point of Sale

EDI eBridge Connections PaperSave http://www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a CertiďŹ ed for Microsoft Dynamics Document Management, Electronic WorkďŹ&#x201A;ow & Invoice Automation solution that eliminates inherent risks and ineďŹ&#x192;ciencies associated with paper.

E-commerce

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

Electronic Document Delivery (Email)/Faxing

Avalara, Inc.

Liaison Software Corp

Electronic Signatures AssureSign LLC

k-eCommerce http://www.k-eCommerce.com â&#x20AC;˘ 734-928-6010 k-eCommerce Integrated B2B, B2C & Sales Portal websites deployed on premise or in a PCI Compliant cloud. Built-in CMS, SEO, multilingual / multicurrency capabilities & responsive web design to support mobile & tablet devices.

SMB Suite http://www.smbsuite.com â&#x20AC;˘ 888-525-6398 SMB eCommerce Take your business online with SMB e-Commerce. Create web storefronts, track and manage the customer buying experience, and accurately process transactions, which are fully integrated with SMB Suite solutions.

KEY:

Axapta

Great Plains

Job Costing

Field Service Management

FieldBoss http://www.ďŹ eldboss.com 416-256-4995 ext. 221 FieldBoss - Field Service. SimpliďŹ ed. Automates workďŹ&#x201A;ow for ďŹ eld service companies. Increase eďŹ&#x192;ciency and reduce operating costs while improving the level of customer service.

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

Navision

Solomon

CoreMotives, a Silverpop company http://www.coremotives.com â&#x20AC;˘ 770-916-6485 CoreMotives Marketing Suite Marketing power for 1,600+ companies using Microsoft Dynamics CRM: Email marketing, Lead scoring, Web tracking, Event management, Web forms, Surveys, and Nurture marketing â&#x20AC;&#x201C; all native within your CRM. InfoGrow Corporation http://www.CRM2Emails.com 800-897-9807 ext. 225 NEW: CRM2Email CRM2Emails oďŹ&#x20AC;ers organizations that use MS Dynamics CRM a highly eďŹ&#x20AC;ective e-marketing tool at their ďŹ nger tips using the power of Constant Contact.

Joesoftware Inc. http://www.joesoftware.com â&#x20AC;˘ 780-990-0220 NEW: Marshal Keep Operational Health and Safety records up-to-date and audit ready from the ďŹ eld or the oďŹ&#x192;ce using Marshal.

Portals

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

Customer Relationship Management

Retail Management System

Reporting

HR Management Genbil Software http://www.genbil.com â&#x20AC;˘ 503-914-6304 NEW: GenbilHR Easily manage all HR processes in CRM; Recruitment, Learning, Personnel

Project Accounting

Occupational Health & Safety FieldOne Systems

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.

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.

Sales Order Processing Enhancement Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (ConďŹ gure 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.

Point of Sale

Q2/Q3 2014 | 47

HORIZONTAL

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

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

Inventory Management

Marketing Automation

Computer Pundits Corporation 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.

SMB Suite http://www.smbsuite.com â&#x20AC;˘ 888-525-6398 SMB HR & Payroll Consolidate all HR information and systems with SMB HR & Payroll, including employee and beneďŹ ts administration, employee self- service, payroll, and tax compliance.

System Enhancement

Security Fastpath Solutions, Inc http://www.gofastpath.com 515-276-1779 ext. 410 Fastpath ConďŹ g AD - Active Directory integration tool Simplify Dynamics GP, AX or CRM user provisioning with Active Directory. Single interface for managing Dynamics users improving security, saving time and money. GP solution oďŹ&#x20AC;ers Single Sign on functionality.

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

Tax

Fastpath Solutions, Inc

Supply Chain Management Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold CertiďŹ ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-speciďŹ c needs.

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 certiďŹ cate management, ďŹ ling and remittance solution for Microsoft Dynamics.

http://www.u-linc.com 217-732-3737 ext. 0203 U-LINCÂŽ, Powered By Integrity Data WorkďŹ&#x201A;ow and notiďŹ cations anytime, anywhere in Microsoft Dynamics. Works seamlessly within and across your existing system, is ďŹ&#x201A;exible and easy to use, improving organizational performance.

Trade Promotion Management Flintfox International Limited

http://www.gofastpath.com 515-276-1779 ext. 410 Fastpath Audit Trail An agile auditing tool that records changes to all Dynamics databases for easy analysis and reporting. You can know what changed, who changed it and the before and after values. Real information, real results.

HORIZONTAL

DynamicsDownloads

Integrity Data

Time and Attendance

Workflow / Notifications DynamicPoint http://www.dynamicpoint.com â&#x20AC;˘ 562-726-4396 SharePoint WorkďŹ&#x201A;ow Solutions that Integrate with Microsoft Dynamics Custom SharePoint workďŹ&#x201A;ows integrated with Dynamics GP, NAV and CRM.

Have The List help you like it helps Data Masons Software: â&#x20AC;&#x153;Data Masons ďŹ nds The List as a â&#x20AC;&#x153;must haveâ&#x20AC;? for Microsoft Dynamics Customers. If you are looking for an ISV solution to round out your Microsoft Dynamics ERP investment, there is only one all-inclusive source for this to date; The List.â&#x20AC;? Dennis Bruce Data Masons Software

KEY:

Axapta

Great Plains

48 | CRMUG Magazine

Navision

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Services .NET Development

Custom Development

Isis, Inc. http://www.isisinc.com â&#x20AC;˘ 804-762-4200 Isis .NET Development Isis provides cost eďŹ&#x20AC;ective 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!

Application Service Provider/Hosting

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.

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

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

Axapta

Great Plains

RoseASP http://www.roseasp.com â&#x20AC;˘ 858-794-9403 RoseASP RoseASP has been hosting Microsoft Dynamics and ISV solutions since 2000. Subscription pricing available on dedicated or shared infrastructure with regular backups. 21 CFR Part 11 Compliant. Guaranteed 99.5% uptime.

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.

Closing Sales

InsideView http://www.insideview.com/microsoft 415-728-9363 InsideView CRM Intelligence Real-time company and contact information inside CRM that helps you engage more eďŹ&#x20AC;ectively with customers and prospects.

Cloud Computing

GoIWx, Inc. http://www.goiwx.com â&#x20AC;˘ 952-258-6329 Cloud Hosting Services for Dynamics ERP and CRM Simplify your business in the Cloud. 30 day free trials available.

OneNeckÂŽ IT Solutions LLC http://www.oneneck.com â&#x20AC;˘ 480-315-3000 Dynamics Hosting and Managed Services Provider OneNeckÂŽ provides a comprehensive, ďŹ&#x201A;exible suite of Microsoft Dynamics hosting and managed services designed to help companies improve system performance and leverage their Dynamics AX enterprise application.

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

Isis, Inc. http://www.isisinc.com â&#x20AC;˘ 804-762-4200 Isis Custom Development Isis provides cost eďŹ&#x20AC;ective 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! KTL Solutions, Inc. http://www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Custom Development We are a certiďŹ ed .Net and Dexterity development group with over 15 years experience. Provide us with your requirements for a free estimate.

Data Services

Demand Generation

Email Marketing 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 11 years.

Navision

Solomon

SMB Suite http://www.smbsuite.com â&#x20AC;˘ 888-525-6398 SMB Suite Grow smarter with SMB Suiteâ&#x20AC;&#x2122;s fullyintegrated Microsoft Cloud ERP, CRM, and eCommerce solutions for small and mid-sized businesses.

Customer Relationship Management

Retail Management System

InfoGrow Corporation http://www.CRM2Emails.com 800-897-9807 ext. 225 NEW: CRM2Email CRM2Emails oďŹ&#x20AC;ers organizations that use MS Dynamics CRM a highly eďŹ&#x20AC;ective e-marketing tool at their ďŹ nger tips using the power of Constant Contact.

Implementation Services Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold CertiďŹ ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-speciďŹ c needs.

Point of Sale

Q2/Q3 2014 | 49

SERVICES

KEY:

Tornado Marketing, Inc.

Managed Services

Market Research D&B (Dun & Bradstreet) http://www.dnb.com/crmug â&#x20AC;˘ 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.

Marketing Planning & Services Looking Glass Marketing http://www.lookingglassmarketing.com 614-453-5927 Cost-eďŹ&#x20AC;ective Marketing Solutions for Microsoft Dynamics Partners Award-winning outsourced marketing services including lead generation, nurture marketing, email marketing, web design/SEO, content development.

http://www.tornado-marketing.com 608-213-0377 Marketing Consulting Tornado Marketing oďŹ&#x20AC;ers high-impact, highly eďŹ&#x20AC;ective marketing consulting. 10+ years in the channel. Websites. SEO. Copywriting.

Member Organizations Dynamic Communities http://www.dynamiccommunities.com 877-324-8880 Microsoft Dynamics User Groups - AXUG, CRMUG, GPUG, NAVUG The User Groups are independent communities that empower Microsoft Dynamics users to connect, learn and share experiences to improve their use of and ROI on their solution. User & Partner memberships are available.

OnDemand Trials

RoseASP http://www.goERPcloud.com â&#x20AC;˘ 855-ERP-CLOUD ERP Cloud Trials Test drive preconďŹ gured Microsoft Dynamics industry speciďŹ c 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 DFC Consultants, Ltd http://www.DFCconsultants.com â&#x20AC;˘ 800-277-5561 NEW: Expert WennSoft Support Get expert WennSoft support for your customers from an Executive Partner.

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

Sales Tax Management Service

Strategic Services

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

http://www.PlumblineConsulting.com 419-581-2300 Partner Support Services Leverage our Partner Support Services, including Support, Custom Development & Implementation Assistance to expand your oďŹ&#x20AC;erings. 25+ yrs.

Training Accolade Publications, Inc. http://www.accoladepublications.com 321-206-4690 Training Manuals User and Training Manuals for MS Dynamics GP, AX, SL, NAV, and CRM. Professionally Written--User Readable from Your Dynamics Education Experts.

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.

Martin & Associates http://www.martinandassoc.com 513-772-7284 ext. 118 GP, CRM, and Management Reporter Training Hands on training at our Cincinnati location. GP classes include Financials & Supply Chain. CRM classes are Sales Management & Marketing Automation. We also oďŹ&#x20AC;er Management Reporter classes. See website for details.

Social Media

Upgrades

The Partner Marketing Group

http://www.thepartnermarketinggroup.com 732-237-8795 ButterďŹ&#x201A;y Publisher Join Dynamics partners on ButterďŹ&#x201A;y, a publishing & lead capture platform that makes your social, blog & newsletter marketing more eďŹ&#x20AC;ective!

Software Development Consulting Plumbline Consulting, LLC.

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

Writing/Documentation Services The Partner Marketing Group

Isis, Inc. http://www.isisinc.com â&#x20AC;˘ 804-762-4200 Isis Consulting Isis provides cost eďŹ&#x20AC;ective 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!

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.

Have The List help you like it helped TiďŹ&#x20AC;any with DynamicPoint: SERVICES

â&#x20AC;&#x153;The List on my mobile phone is so convenient! Last year at Convergence, one of our customers was in search of a BI solution speciďŹ c to Microsoft Dynamics GP and I was able to quickly pull up several ISVs for them to further investigate from The List on my mobile phone. 3 clicks and less than a minute, and they were oďŹ&#x20AC; with a plan.â&#x20AC;? TiďŹ&#x20AC;any Allen DynamicPoint

KEY:

Axapta

Great Plains

50 | CRMUG Magazine

Navision

Solomon

Customer Relationship Management

Retail Management System

Point of Sale

Dialogs Call scripting and Intelligent web forms for Microsoft Dynamics CRM

for

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

Service Requests

Dialogs

Technical Support

Telesales

Dialogs User Registration

Dialogs

Inquiries

HR Processes

Dialogs

Compliments Advisory Services

Dialogs

Complaints

Dialogs

Customer Service

Dialogs

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