AP115 xRM Framework: A Faster Way to Build Business Applications

Ross Dembecki / Lead Product Manager Craig Steere / Technical Solution Professional

Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems

Sales Productivity Customer Care Marketing Industry Solutions Custom Applications

Core CRM

proof points

Extended CRM

AP049: Microsoft Dynamics 2011 and the Cloud

xRM Framework

AP107: Customer Care Accelerator AP115: xRM Framework: A Faster Way to Build Business Applications

Business at a Glance

• • • • •

Over 1,400,000

users in more than 80 countries with 40+ languages

Over 23,000 customers from small to enterprise Over 1,200 software and services partners with new Dynamics CRM competency Over 100 service providers hosting Dynamics CRM solutions Highest rated CRM suite by Forrester, Gartner Leader Quadrant by

• • • •

Multi-tenant architecture

for cloud and on-premises deployment

Regional datacenters

in the Americas, EMEA, and APAC •

Accreditations:

ISO 27001:2005 and SAS 70 Type I and Type II attestations •

SLA:

99.9% uptime, 24/7 support

Developer symmetry

between our cloud and on-premises assets for integration and extensibility

More value for less

helps customers make the most of their investments

Winning Customer Scenarios

PC Browser Phone Cloud Services On-premises Systems

Extended CRM Key

Industry Solution Areas

Sales and Service Citizen Service Platform Government 2.0

Government Case Mgmt Health Plan Sales Caregiver Collaboration Financial Advisory Services Customer Centricity Guest Experience Mgmt Media Business Mgmt Partner Management

… and Many More

Cloud Services On-premises Systems

Key IT Challenges

Challenges with delivering sustainable business value

Too much time and money is required to efficiently develop, deploy and maintain custom applications Identifying the right application is costly. Maintaining applications from multiple vendors is cumbersome

Limited budget and resources Too many

issues with buying and building apps

Not equipped

to rapidly respond to business change

Difficult to

deliver business ROI and differentiators 7

Bridging the Gap

A better way to accelerate application development

Rapidly innovate and grow your business

Build Buy

Development Tools Development Frameworks

Application Platform

Packaged Applications

Lower total cost of ownership (TCO)

BUILD

many LOB applications

ON

a single framework

WITH

shared resources

One Framework : Many Applications

xRM accelerates the development of many LOB applications

Vendor Management Asset Management Employee Management Program Management Supplier Management Contractor Management Partnership Management Property Management Fleet Management Contract Management Recruit Management Resource Management Lifecycle Management Project Management Product Management Task / Activity Management Consistent and Complete User Experience Shared Application and Data Services Shared Environments & Resources Constituent Management Grant Management Licensing Management Legislation Management

xRM Dynamic Application Services

Reusable and adaptable

xRM Application Services rapidly adapt to fit your application requirements

 Adaptable to fit the unique needs of every application  Range from simple to complex options  Comprehensive application development environment йццззййз ууущщ 360 O View

Technologies

(Outlook, Office, SQL Server, .NET)

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Integration Services

Rapidly innovate with a wide range of integration capabilities

Enterprise Mash-ups User Experience Related Business Logic Leverage logic from other apps Data Integration Data needs to be synchronized Process Integration Processes flows across applications

• Composite Applications • Integrated UI (sitemap, ISV) • Low Cost & Maintenance • Embedded • • Dynamically generated web services • Call outs with Parameters Get results back • • • • “Traditional” Approach Fully operational APIs (CRUD) Data API Metadata API • • Full blown integration Pre-built connections with integration platforms (BizTalk)

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Architecture Services

Support broad set of global business application needs

• •

Multi-tenant Architecture

Supports multiple isolated applications (database instances) in a single framework Administration across apps • •

Multi-language

40+ available languages Right to left and Unicode • •

Multi-currency

Base currency for roll-up Transactional currencies

Work Teams

Example: ACME Account Team

Organization-wide

Example: ACME, Inc

Corporate Divisions

Example: ACME European Operations

Work Departments

Example: ACME Procurement

• • • • йз цззй

Point & Click Customisation

Build your applications with nothing but a mouse

Powerful and intuitive point & click allows organisations to rapidly build entire applications

For technical and non-technical users Enables lightning fast deployments and agile iterative design and feedback Completely define each unique application through point & click Less developers focused on building infrastructure    

Point & Click Customization Components

Relational Data Schema  Business Logic Forms Designer & Navigation Feature Functionality Role-based Security    Process Automation Reporting Application Configuration

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xRM Ripple Effect

Changes Dynamically Propagate To Application Services

The xRM Ripple Effect increases IT responsiveness to business requests, increases productivity and provides low TCO

Ripple Effect - “Create New Field” • • • • • • • • • • New field is dynamically made available to: Forms Designer (UI) Client-side Jscript Workflow Engine (triggers, data…) Advanced Find & Query Analytics Wizards (Workflow/Reporting) Offline Synchronization Web-Services (Data/Metadata API) Mail Merge Data Import, Mapping & Deduplication 14

One Framework : Many Apps

Screenshots of a variety of xRM applications

Certification Management Legal Case Management Employee Management Logistics & Task Management Dealer Management Asset / Fleet Management

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Extensible User Experiences

Extend the UI to the environment that best fit your people

Custom Web Portal Mobile Devices Silverlight / WPF SharePoint Microsoft Office Word Composite UI

Examples of Customised Business Applications

DEMONSTRATION

One Framework : Many Apps

Many different xRM applications being used at ING

    

Real Estate Development Real Estate Investment Management Real Estate Finance Vendor Management (2,500+ users) More in the plan… “We were finished building our Real Estate Development application in only 3 weeks!”

• • • • • • • • • •

Customer ROI

Tangible xRM benefits

Increase

in closed business deals

Live

with hosted solution within 5 days

Accelerated

deployment by 6 months

Improving

“First Call” Resolution Rates to 80%

Increasing

Call Capacity by 100%

Increasing

Electronic Tax Collections by 500%

Improved

productivity by automating manual processes

Better

track information derived from multiple communication channels

Saves

more than 1,250 hours of labor each year by automatically transferring dealer configurations to quotes

Reduced

overhead and

improved

experience as orders are filled more quickly and more accurately

Rich Platform Services

xRM Enhancements in Dynamics CRM 2011

• • • • • Solutions Management Enhanced data modelling Client extension hosting and deployment Optimised transaction support Enhanced Security and Auditing

Power of Choice

• • • • • Code / Report “Sandbox” Extended Event Pipeline via Windows Azure Claims-based authentication and federation Visualisations Portal Integration

Developer Productivity

• • • • • .NET 4.0

Flexible web services (WCF, REST, AJAX) Client-side object model Cross-version compatibility Enhanced query support

New Rapid Development Tools in Dynamics CRM 2011

DEMONSTRATION

SharePoint and xRM are Complementary

Combined strengths cover broad business needs

SharePoint Unstructured & Semi-structured Data Social Engagement & Collaboration Information Evolution & Storage Informal Rules Enterprise Search Across Teams & Domains xRM Structured Relational Data Interactions, Activities & Tasks Information Generation & Analytics Formalized Processes Data Query & Filter Within Teams & Domains

Microsoft Dynamics CRM 2011

Extended CRM Applications

Customer

Relationship Management Application

Partner

Relationship Management Application

Distributor

Relationship Management Application

Asset

Management Application

Lease

Management Application “Anything” Relationship Management Application Rapid Application Development Business Process Management Business Intelligence Office and Web User Experience • • • • Reduce application development complexity with declarative development Shrink administration, management and licensing costs Available on-premises and in the cloud Included as part of Microsoft Dynamics CRM 2011

Call To Action

Sign-up to be a CSA Fee Partner or a CRM/ERP Referral Partner Use Dynamics CRM via Internal Use Rights Benefit Attend CRM Global Readiness Tour: 1 Day – 2 Tracks

Sydney: October 18 th Melbourne: October 19 th Register Now:

http://bit.ly/CRM2011GRT

Visit Pod #26

Leverage the Dynamics CRM 2011/Online Beta • • • Public Beta – Customers, partners and prospects September –Released & available for both Online and on-premises Beta Sign-up http://crm.dynamics.com/crm2011beta

Web: http://crm.dynamics.com

Twitter: @rossd_crm