1. Riding the Wave towards
Customer Centricity
March 25 2011
Singapore
Confidential Slide 1

2. SHIFT IN STRATEGIC MINDSET
Source: Microsoft
Source: IBM, Inside the Midmarket: A 2011 Perspective
Too much on Infra+Maintenance
Not enough on developing New Capabilities
Confidential

3. Next Wave
CLOUD SERVICES
Confidential Slide 3

4. WHY FOCUS ON RELATIONSHIP?
Relationship – Central to Your Business
Riding on the Wave towards Customers Centricity
Confidential

5. WHAT IS R-WAVE?
It’s an offering from 3P Solutions.
Everything you need to get Relationship Mgmt going..
• Software
• Microsoft Dynamics CRM2011 Online
• Hardware
• Hosted by Microsoft with DC in Singapore
• Services
• Solution Focus (not generic)
• Guided Implementation Framework for Rapid Time to Value
(incorporating Best Practices from 3P Solutions)
• Data Migration
• End-User Training
• Unlimited Support
Confidential

6. R-WAVE – SOLUTIONS / EDITIONS
Customer Sales Force Feedback Resource
Outreach
Profiling Automation Management Scheduling
Company and
Essentials
Company and Company and Contact
Company and Company and
Contact Contact Activities Mgt
Contact Contact
Activities Mgt Activities Mgt Job Creation
Activities Mgt Activities Mgt
Lead Qualification Case Creation Technical &
Target Marketing Target Marketing
Opportunity Mgt Case Assignment resource mgt
Segmentation Web form
Competitor Mgt & Routing Job Assignment &
------- ---------
------ -------- Routing
--------
Options Options Options
Options
Advance
Mobile Access Mobile Access Mobile Access Options
Mobile Access
SMS notifications SMS notifications SMS notifications Mobile Access
SMS notifications
Product & Pricing Approval Approval SMS notifications
Survey
Quotation Survey Survey Approval
-------------
Approval ------------- ------------- -------------
-------------
-------------- ------------- -------------
Confidential

7. GUIDED IMPLEMENTATION
FRAMEWORK
• Specific to each solution
• Systematic and complete
guide to cover design and
configuration
considerations
• Enhance Time to Value
• Serve as documentation
guide and operating
procedure reference
Confidential

8. GUIDED IMPLEMENTATION
FRAMEWORK
Predefined Business Process Focus with clear workflow and description
Confidential

9. GUIDED IMPLEMENTATION
FRAMEWORK
• Screen shots and full
details documented
• Flexibility in making
changes specific to
each customer’s need
Confidential

10. WHY R-WAVE?
Capabilities Benefits to You
User Friendly & Familiar  High User Adoption
Solutions  Improved Productivity
Best Practices from 3P  Time to Value – Up and Running in 5 days
Solutions with experience  Low Risk and Complexity
multiple customers’  Time and Cost Saving  Quick Return-on-investment
implementations
Flexible, Reliable, Secure  New economics – Pay per Use, Lower and Predictable
and Scalable Platform – Cost, CAPEX vs OPEX
Microsoft Cloud Services  Reduced Management – No Hardware and Software
in Singapore Maintenance
 Improved Productivity – More Time to Focus on Core
Competency, Access Anytime, Anywhere
 Flexibility – Power of Choice
Confidential

11. Product Demo
1) Lead/Opportunity
Management
2) Feedback Management
Confidential Slide 11

12. DEMO – LEAD/OPPORTUNITY
MANAGEMENT
• Prospect submits Enquiry using WebForm
• Lead created in CRM
• Automated assignment to Telesales in CRM
• Automated email notification to Telesales
• Telesales qualifies Lead
• Using Guided Script
• Manual assignment to Sales Exec
• Sales Exec manages Opportunity
• Update Opportunity & Activities with Microsoft Outlook client
• Competitor Tracking in Opportunity and Win-Loss Analysis
• Sales Manager reviews Pipeline/Performance
• Sales Performance View using Dashboard
• Sales Pipeline Analysis using SQL Reporting Services
• Business Analysis using Microsoft Excel Dynamics Pivoting
Confidential

13. PROSPECT SUBMITS ENQUIRY
WEBFORM
Confidential

14. LEAD CREATED IN CRM (REAL-TIME)
Confidential

15. RULE-BASED ASSIGNMENT
Confidential

16. CONFIGURABLE WORKFLOW
Non-Technical
Confidential

17. AUTOMATED
NOTIFICATIONS/INTERNAL
Confidential

18. CONFIGURABLE WORKFLOW
Confidential

19. DEMO – LEAD/OPPORTUNITY
MANAGEMENT
• Prospect submits Enquiry using WebForm
• Lead created in CRM
• Automated assignment to Telesales in CRM
• Automated email notification to Telesales
• Telesales qualifies Lead
• Using Guided Script
• Manual assignment to Sales Exec
• Sales Exec manages Opportunity
• Update Opportunity & Activities with Microsoft Outlook client
• Competitor Tracking in Opportunity and Win-Loss Analysis
• Sales Manager reviews Pipeline/Performance
• Sales Performance View using Dashboard
• Sales Pipeline Analysis using SQL Reporting Services
• Business Analysis using Microsoft Excel Dynamics Pivoting
Confidential

20. TELESALES – QUALIFIES LEAD
Confidential

21. GUIDED DIALOG-1
Confidential

22. GUIDED DIALOG-2
Confidential

23. GUIDED DIALOG-3
Confidential

24. GUIDED DIALOG-4
Confidential

25. GUIDED DIALOG-5
Confidential

26. GUIDED DIALOG-6
Confidential

27. GUIDED DIALOG-7
Confidential

28. QUALIFY / DISQUALIFY LEAD
Confidential

29. MANUAL ASSIGNMENT TO SALES
Confidential

30. DEMO – LEAD/OPPORTUNITY
MANAGEMENT
• Prospect submits Enquiry using WebForm
• Lead created in CRM
• Automated assignment to Telesales in CRM
• Automated email notification to Telesales
• Telesales qualifies Lead
• Using Guided Script
• Manual assignment to Sales Exec
• Sales Exec manages Opportunity
• Update Opportunity & Activities with Microsoft Outlook client
• Competitor Tracking in Opportunity and Win-Loss Analysis
• Sales Manager reviews Pipeline/Performance
• Sales Performance View using Dashboard
• Sales Pipeline Analysis using SQL Reporting Services
• Business Analysis using Microsoft Excel Dynamics Pivoting
Confidential

31. ACCESS CRM VIA INTERNET EXPLORER
Confidential

32. OPPORTUNITY
Confidential

33. ACCESSING CRM VIA OUTLOOK
Confidential

34. ACCESS CRM VIA IPAD
Confidential

35. UPDATE OPPORTUNITY IN IPAD
Confidential

36. COMPETITOR TRACKING
Confidential

37. OPPORTUNITY – WIN/LOST
Confidential

38. WIN-LOSS ANALYSIS
Confidential

39. DEMO – LEAD/OPPORTUNITY
MANAGEMENT
• Prospect submits Enquiry using WebForm
• Lead created in CRM
• Automated assignment to Telesales in CRM
• Automated email notification to Telesales
• Telesales qualifies Lead
• Using Guided Script
• Manual assignment to Sales Exec
• Sales Exec manages Opportunity
• Update Opportunity & Activities with Microsoft Outlook client
• Competitor Tracking in Opportunity and Win-Loss Analysis
• Sales Manager reviews Pipeline/Performance
• Sales Performance View using Dashboard
• Sales Pipeline Analysis using SQL Reporting Services
• Business Analysis using Microsoft Excel Dynamics Pivoting
Confidential

40. DASHBOARD – OVERVIEW
Confidential

41. DASHBOARD – SALES PERFORMANCE
Confidential

42. DASHBOARD – USER CUSTOM
Confidential

43. SQL REPORTING SERVICES – PIPELINE
Confidential

44. BUSINESS ANALYSIS USING MS-EXCEL
Confidential

45. DEMO – FEEDBACK MANAGEMENT
• Public submits Feedback using iPad
• Feedback Case created in CRM
• Automated assignment to Queue
• Automated email acknowledgement to Customer
• CSR handles Feedback in Dynamics CRM
• Updates responses
• Escalation – Internal / External users
• Trigger Feedback Case Closure
• 2-Way communications via SMS
• Outgoing SMS to customer, and ask for rating of service
• Customer SMS reply with rating
• System update rating and close case in CRM
• Post Feedback Survey
• Outgoing email to customer, with URL link to webform
• View survey responses in CRM
Confidential

46. SUBMITS FEEDBACK USING IPAD
Confidential

47. FEEDBACK CREATED IN CRM
Confidential

48. AUTOMATED – ASSIGNED TO QUEUE
Confidential

49. EMAIL ACKNOWLEDGEMENT TO
CUSTOMER
Confidential

50. CONFIGURABLE WORKFLOW
Confidential

51. DEMO – FEEDBACK MANAGEMENT
• Public submits Feedback using iPad
• Feedback Case created in CRM
• Automated assignment to Queue
• Automated email acknowledgement to Customer
• CSR handles Feedback in Dynamics CRM
• Updates responses
• Escalation – Internal / External users
• Trigger Feedback Case Closure
• 2-Way communications via SMS
• Outgoing SMS to customer, and ask for rating of service
• Customer SMS reply with rating
• System update rating and close case in CRM
• Post Feedback Survey
• Outgoing email to customer, with URL link to webform
• View survey responses in CRM
Confidential

52. HANDLING / ESCALATION
Confidential

53. PARTNER PORTAL
Confidential

54. FLAG FOR CLOSURE
Confidential

55. DEMO – FEEDBACK MANAGEMENT
• Public submits Feedback using iPad
• Feedback Case created in CRM
• Automated assignment to Queue
• Automated email acknowledgement to Customer
• CSR handles Feedback in Dynamics CRM
• Updates responses
• Escalation – Internal / External users
• Trigger Feedback Case Closure
• 2-Way communications via SMS
• Outgoing SMS to customer, and ask for rating of service
• Customer SMS reply with rating
• System update rating and close case in CRM
• Post Feedback Survey
• Outgoing email to customer, with URL link to webform
• View survey responses in CRM
Confidential

56. CLOSURE – OUTGOING SMS TO
CUSTOMER
Gurmit Singh, please
be informed that the
reported feedback
has been addressed
and will be closed.
We would appreciate
your feedback on the
satisfaction level of
our customer service.
Reply to this SMS
with 3p1 to 3p5
(3p1-Satisfied, 3p5-
Dissatisfied).
Confidential

57. CUSTOMER REPLY SMS
3p2
Confidential

58. TRIGGERS AUTOMATED ACTIONS
Confidential

59. WORKFLOW RULE
Confidential

60. SMS INTEGRATION
Microsoft CRM Online (hosted by Microsoft) Rapid SMS (hosted by
Inspire Tech)
1 2
Workflow SMS
Rule(s) (Outbound)
3
Workflow SMS
Rule(s) (Inbound)
7 Personnel
RapidSMS 4
(Gateway)
6 5
3PSolutions
Web Service API
Web Service (Hosted by 3P Solutions)
Confidential

61. DEMO – FEEDBACK MANAGEMENT
• Public submits Feedback using iPad
• Feedback Case created in CRM
• Automated assignment to Queue
• Automated email acknowledgement to Customer
• CSR handles Feedback in Dynamics CRM
• Updates responses
• Escalation – Internal / External users
• Trigger Feedback Case Closure
• 2-Way communications via SMS
• Outgoing SMS to customer, and ask for rating of service
• Customer SMS reply with rating
• System update rating and close case in CRM
• Post Feedback Survey
• Outgoing email to customer, with URL link to webform
• View survey responses in CRM
Confidential

62. OUTGOING EMAIL WITH URL LINK
Confidential

63. SURVEY WEBFORM-1
Confidential

64. SURVEY WEBFORM-2
Confidential

65. SURVEY WEBFORM-3
Confidential

66. SURVEY WEBFORM-4
Confidential

67. SURVEY WEBFORM-5
Confidential

68. SURVEY WEBFORM-6
Confidential

69. SURVEY WEBFORM-7
Confidential

70. SURVEY RESPONSES IN CRM
Confidential

71. SURVEY SETUP (BY USERS)
Confidential

72. SURVEY QUESTIONS (BY USERS)
Confidential

73. THANK YOU
Confidential