Dynamics CRM on Mobile – What can you expect? | BDO Connections 2016
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Microsoft provides an out of the box mobile solution. Join this session to see the solution in action and understand what other third party options are available.
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Dynamics CRM on Mobile – What can you expect? | BDO Connections 2016
- 1. CRM Mobility
- 2. Steven is a Senior Microsoft Dynamics® CRM Consultant in the BDO Canada LLP Microsoft Dynamics practice. Steven has over 15 years of experience in all aspects of IT from software development to systems administration. He holds certifications in Dynamics CRM, GP and NAV as well as Scribe Insight and Microsoft SQL database administration. Steven has been working with Dynamics CRM since version 1.2 and has acquired extensive experience in system design, business requirements gathering, business intelligence and integrations. Steven Wright Senior Consultant swright@bdo.ca BDO Canada LLP Mobile: 226-338-2038 Introductions
- 3. Overview Objective Define what a mobile solution is Who can benefit from using CRM mobile? Explore the benefits of a mobile solution Getting started Review different mobile clients Demonstrate how easy it is to setup, navigate and customize the mobile client Agenda • Introductions • Overview • Objectives • Demonstration • Questions
- 4. What is Mobile CRM? Mobile CRM allows you to… • Access your CRM system anytime and anywhere, even offline • Increase sales productivity and effectiveness • Schedule your mobile workforce efficiently Who can benefit from using CRM.. • Sales managers and executives • Field service technicians • Mobile workers
- 5. Where Mobile CRM helps • Empowers your sales team • Shortens the sales cycles • Accelerates Cash Flow • Collect Information at the Source • Improve Insight • User Adoption • Increased productivity. Less effort • Quick and easy deployment
- 6. Companies that use a mobile solution…. • Better year-over-year revenue growth • Increased customer renewals • Increased deal size • Increased CRM user adoption • Sales team quota attainment is 26% higher for organizations using mobile CRM • Best-in-class companies have 31% higher sales revenue quotas than laggards • Companies using Mobile CRM have 36% lower sales representative turnover than others • Best-in-class (top 20% performers) companies 70% more likely to enable mobile CRM access, than other companies
- 7. Getting Started • Online or On Premise • On Premise requires IFD & ADFS setup • Download the App • Windows Phone Store • iTunes • Google Play Store • Log in • CRM URL https://mycrm.bdo.ca • Authenticate with your credentials
- 8. Mobile Client Options • Phone Express app • CRM for Phones app • Resco Mobile CRM
- 9. Resco Mobile CRM • Support for CRM 4.0 & 2011 • Full offline mode • Encrypted store data • Quotes/Orders/Invoices • Emails initiated from app are automatically tracked • Map view of CRM records • Capture GPS location of records • SharePoint integration • Barcode scanning • iFrame support • Audit options • Application lock and data wipe
- 11. Microsoft Mobile CRM Clients
- 12. CRM for phones - What's new… • Design once and deploy everywhere • Slide and glide navigation • Pin records to the home page • Dashboards • 4 column visibility • JavaScript and business rules supported • Business process workflow • Offline cached mode • Header fields, related records and process bar available on landing screen • Call from record – phone activity auto created • Address field to map view • Mobile Controls
- 13. Demonstration
- 14. Key Takeaways • Empowers you sales and service teams • Freedom to choose any device • Quick and easy deployment • Easy To Use • Cost effective • BDO can help
- 15. Questions? Call or email 905-318-5191 or charris@bdo.ca
Editor's Notes
- Mobile CRM lets your mobile or remote employees use mobile devices such as smartphones and tablets to access, update and interact with customer data wherever they are. The best mobile CRM solutions let mobile workers do everything they could do with CRM at their desktop Allows you too…. 1st Mobile CRM gives you access to all your CRM data directly from your smartphone or tablet. 2nd With mobile CRM, your sales team has immediate access to critical information at exactly the time they need it. No matter where they are, mobile CRM allows them to stay connected, access account information, view customer purchase history, log activities, and collect new leads. With all the information they need at their fingertips, sales people using a mobile CRM system can spend less time tracking down contact information, trying to recall conversations with prospects, searching through emails, etc. This allows them to have more time to do what they do best – sell. While mobile CRM certainly benefits the sales reps on the road, it also benefits sales managers back at the office who want to stay informed. Mobile CRM gives sales managers on-demand access to everything that is happening with their team. This increased insight allows them to be more proactive and respond to potential problems before they arise. 3rd Instant interaction with mobile users – Leverage geolocation to schedule service workers more effectively, respond to clients needs quickly by assigning resources by availability and location to the need. Who can benefit from a mobile CRM? With the ability to easily define security and other access preferences to individuals and groups of users, anyone who needs to interact with customer data can use mobile CRM. This includes sale managers and executives, field service technicians and other mobile workers. In short any CRM user can benefit. User experience Jennifer a CSR for a service based company worked from the companies call center to schedule client appointments and assign them to the appropriate technician based on skillset and location. Because her shift ended at 3 (and technicians worked later) she would like to pop out her phone in the evening or early morning to give her a head start on what was completed, what needed to be rescheduled, what possible issues came up requiring special equipment etc. She could do this easily and quickly without going over to her computer (kicking the kids off)… she could do this without having to stop what she was doing and give her a sense of how her day was going to start…
- 1st - Give your sales team immediate access to account history, product information, price lists and promotions to offer customers more options and build sales. 2nd - Accelerate customer buying decisions by delivering the information they need when they need it – either in their office or in the field. No longer are the days where you have to tell your customer “I am currently on the road, I will get you that info when I get back to the office” 3rd - Reduce the time between service delivery and billing to gain cash velocity that will cover expenses and fuel growth. Your mobile service team can invoice from the field and even capture customers signatures on their mobile devices. Using the Field service solution a mobile CRM user can complete onsite service from work order to invoice. 4th - Get real-time information and reduce errors resulting from re-keying through data collection in the field on hand held devices. Capture customer issues while on site, create cases and alert them of that. Add notes to the client records after a meeting or phone call, record that lead while at lunch with a prospect. 5th - Deliver meaningful data that directly applies to each employee’s role no matter where they are located. 6th - User adoption is crucial to the success of your CRM solution. If they don't like the way it looks and works on their mobile device they won't use it. 7th – Globally search records. Users can update records on the fly quickly and easily (new features like mobile controls and voice activation using Cortana allow data creation with less effort) . Capture data offline and sync up when you are back online. 8th – Mobile CRM is quick and easy to deploy, and very easy to customize – removing the need for expensive programming and IT and administration time & expense
- Statistics from the Aberdeen Group Benchmark Report
- What you need claims-based authentication (2013 & up) and internet facing deployment (IFD 2011 & up). smart phone or tablet – down load the appropriate app for your device Login – Add CRM URL and your credentials That is literally all you need to do to start using CRM out of the box. From there you can customize the mobile experience for your business and user requirements. What about my blackberry? BlackBerry devices don’t have an app but Microsoft Dynamics CRM can be accessed by using the BlackBerry mobile browser. The following tables lists the devices supported to run Microsoft Dynamics CRM in the BlackBerry mobile browser.
- Microsoft currently has two phone apps available, depending on what version of CRM you are on and what you business requirements are will determine which app you should use. The resco client is another option
- Resco pricing $25 per month (semi annual) or purchase $399 per user
- Microsoft field service provides a OOB solution for the resco client to access all the features in the field service suite. Users can view their schedule, access and schedule work orders assigned to them, view a geographical mapping of their scheduled work orders, Get turn by turn directions (reducing travel time and route planning) Knowledge base access And client approval (capture signatures, generate invoices)
- Imagine the features of the CRM for Tablet app adapted to the smartphone small screen size—one tab at a time. Users simply swipe left and right along the Dashboards and Forms to see all of the same content Easy configuration No longer need to modify multiple forms for web and mobile/tablet. One form design covers everything. Pin to homepage Pin records, views and even dashboards to your homepage – Your on the road heading to a clients location, you can pin their account, contact, opportunity or cases records to your homepage for easy access. Expand to call or email right from the tile. Dashboards Dashboards now available on the CRM phone app (not on the CRM mobile express), drill down to charts and data 4Columns 4 columns of data available, no longer limited to 2 as on express Business process bar Process driven experience with the process bar on the phone, move forward or back through stages, switch processes all from the phone app. Address to Map Address fields are now dynamic and will display location on the map just by clicking the address. Mobile Controls Having less time and precision while working on the go is a known challenge. In Dynamics CRM 2016, Microsoft introduced over a dozen new Mobile Controls that can replace any standard data entry field on forms for phone and tablet clients. These mobile-only controls are improved versions designed for hands-on tasks like entering data and provide a more appealing and faster way to consume data while on-the-go. Some examples are – signature controls, sliders (radial and linear) flip switches and more.
- BDO can help advise and implement your mobile solution, please reach out to one of our experts with any questions you have.