2. Webinar Details
• Presentation is roughly 40 to 60 minutes
• All phone lines are muted
• If anyone has any questions during this webinar – please type them in your
Questions Box located at the bottom of your webinar panel
3. Today’s Presenter
Derek Jacobson | Net@Work
CRM Practice Director
Phone: 480 346-1071
djacobson@netatwork.com
Net@Work is a partner of several leading CRM Platforms with hundreds of
successful implementations under our belt
4. 180+ Business
Technology Architects
and Consultants
IT Road
Mapping
& Strategic
Planning
Business
Process Review
Ecosystem
BI, Analytics
& Reporting
Cloud & IT
Managed Services
ERP/
Accounting
Web
Development &
e-Commerce
Sister Company
Payment
Processing
SWYPE
Sister Company
CRM &
Marketing
Automation
HRMS/
Employer
Solutions
Document
Management
Nonprofit
Solutions
Managed Print
Services
Sister Company
5. Today’s Focus – Digital Transformation Strategies
We’re going to provide examples of how the term “Digital Transformation” drives
growth and meaningful change in today’s environment
1. Increasing sales effectiveness and results by reshaping engagement
2. Reducing operational costs for common activities and increasing utilization of your most
skilled (or constrained) resources
3. Turning service from a necessary cost center to a differentiator that increases customer
retention and life time value
Digital Transformation is the leveraging of technology to reshape how you engage
with your customers, create brand loyalty while reducing variable costs.
6. Digital Transformation in Sales
What Do We Associate with “Digital Transformation”? – The Clichés
• Increase Touchpoints through email marketing
• Collection of call reports and trip visits for managers to review
• Creating common repositories to increase visibility and collaboration
• ….
None of these are bad, but often they don’t change or improve the
relationship between Sales and Customers. They don’t dynamically
leverage your accumulated data to drive action.
Transformation implies innovation and change…
Remember when giving sales people cell phones was radical?
7. Digital Transformation in Sales and Marketing
Begin By Evaluating How You Engage With Customers Today
• What happens in between personal and digital touches?
• How much time is your Sales Team spending on ‘compliance’ vs.
engagement?
• How does customer interaction with support or marketing
programs feed or trigger Sales Focus?
• Does your technology suite provide guidance and direction on
who, when or how to engage?
• Do you drive demand or respond to it?
• Graphic courtesy of Microsoft, ”Digital Transformation in Sales: Evolving the Art of
Customer Engagement”
8. Digital Transformation – a Common Example
‘Company X’ is a commercial supplier of HVAC equipment for Hotels, Office
Buildings and other large multi-tenant facilities
• Its Sales Team is driven industry veterans who are
technology resistant.
• There was no interaction between Sales and Service Teams
• Hiring and ‘ramping’ new staff was expensive, with a long
lead time before new hires covered their draws
• Turn over among new hires was high as new sales staff grew
frustrated with the long lead time to meet their quotas
9. The Solution – Unlocking Opportunities, Guiding the Sales Process
Expiring Warranties Auto
Generate Opportunities for
Service Contracts
Aging Accounts
Automatically have Account
Management Tasks
Assigned
Accounts with Multiple Service
Calls Are Dynamically Offered
Proactive Maintenance Programs
Sales Users Can Log Notes,
Generate Quotes and Add
Clients to Marketing Groups
from the Field
Generation of Opportunities
with Email Nurture for
Product in place for 5 years
Re-engage or ‘win back’
opportunities automatically
created with marketing
campaigns 2 years after an
opportunity is ‘lost’
Customer Portal Increases Customer Self Sufficiency
10. Digital Transformation in Operations – A Common Example
“Company B” is a service provider to maintains Medical Equipment in Hospitals,
Labs and Out Patient Surgical Centers
• They employ more than 20 skilled, certified technicians who service, repair and maintain equipment at
multiple locations each day
• The company currently spends more than 60 staff hours per week, scheduling, assigning and dispatching
work orders for their technicians
• Technicians typically have 2 to 3 ‘bench hours’ per day
• Emergency repair requests can disrupt a technician’s entire planned week
• The process of communicating service schedules, delays, etc. is manual and requires 3 to 5 hours per day
from support staff working with the technicians via email
• Every process, from scheduling, to product and tool requests, logging hours spent, etc. is done manually
via excel spread sheets, white boards and paper.
11. The Goals – From CRM????
Key KPI Needs:
• Increase Billable Service Revenue for Technicians
• Increase Profit by Reducing Operational (Labor) Costs
• Grow Daily Service Capacity
• Decrease Service Response Time
• Improve First Time Fix Rates for Repairs
• Reduce Drive Time (and Expense)
• Reduce Time to Work Order Closure
• Increase Customer Satisfaction
• Decrease Time and Labor to Invoice Jobs
12. The Solution For Service Providers
Many CRM Solutions such as Microsoft Dynamics 365 and Salesforce.com offer
integrated Field Service Solutions as Part of Their CRM Suite of Tools
• These solutions provide automated scheduling recommendations and assignments
• Identify time slots with drive time between appointments (with mapping) for technicians
• Identify and auto allocate parts and tools for the technician based on the equipment model
and work order type
• Allow technicians to update, close (and log hours and mileage) for work orders while on site
& auto trigger invoice generation
• Automated notifications to Clients about scheduled appointments, technician arrival time
and digital delivery of invoices, work order results, etc.
13. Parting Questions – Social Media, Machine Learning, and the Millennials….
• Who makes up your customer base today? Who will it be in 5 years?
• How will Your Current Processes and Programs Be Received by your
Emerging Client Base?
• Have you ever looked on Twitter for comments or posts about your
company? What if a customer wanted to message you for support
after hours?
• What if you wanted to find out about a potential Customer’s
organization structure, key buyers and staff members?
14. References for Great Examples of Digital Transformation
Microsoft Dynamics 365 Intelligent Field Service
And Customer Service Engagement
https://youtu.be/B-l7GkIwTOY
https://youtu.be/fzaEa0SPWRo
https://youtu.be/ClEx3bLWoK0
https://dynamics.microsoft.com/en-us/customer-service/overview/
https://dynamics.microsoft.com/en-us/field-
service/overview/?&OCID=AID631207_SEM_ZnjcEAT5&lnkd=Bing_D365_Brand
16. Thank You For Attending!
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For those of you already partnering with Net@Work, please
contact your account manager for more details and support.
Derek Jacobson | Net@Work
CRM Practice Director
Phone: 480 346-1071
djacobson@netatwork.com