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Taking a big picture view of your IT solutions to achieve transformation: the power of the platform with Dynamics 365

Why should organisations start looking at a holistic approach to their IT solutions and not just stick with implementing ERP or CRM? James Page, Intergen GM of Dynamics Solutions, and Michelle Mancini, Empired Consultant, discussed this question over lunch in both Wellington and Auckland a few weeks ago. 

Taking a big picture view of your IT solutions to achieve transformation: the power of the platform with Dynamics 365

Many argue that we are heading for a new revolution: the Information Revolution, predicting that by 2020 more people will have more mobile phones than running water or electricity. There’s now a physiological need to have information before anything else. This brings with it the need for organisations to keep up or fall along the wayside. Some 50 years ago the average age of a company was 75 years; now it’s just 15 years.

Microsoft’s response to this is its four pillars of transformation:

  • Organisations need a platform that is highly engaging in this marketplace, empowers employees and engages and delights customers so they love and relate to a brand. Awesome websites and call centre experiences alone are no long acceptable.

Telstra is a great example of this. Their vision is to be a world-class company with an innovative approach aiming for a personal connection between people and technology. The use of Discovery stores has helped to put the customer in control and has redefined a new experience in the retail market.

  • We need to empower employees by giving greater information for more precise decision making. Millennials expect us to be different. They collaborate differently, work in a different manner and think from a different perspective. The experience of the future within our organisations also needs to be considered.

Ryman Healthcare isn’t a classic example of application of technology, but their re-energising and re-thinking of their experience is huge and impactful. Simon Challies, Ryman CEO, is a fascinating man and a real visionary. Ryman is pushing the envelope with regard to what technology can do, harnessing the Internet of Things and looking at patterns of learning to assist them in earlier intervention with their residents for a better in-care experience.

  • Optimising your operations. Technology needs to be automated to ensure new best practice processes are updated and to remove redundant practices.

Ecolab have 36,000 sensors around the world producing massive amounts of data to help them achieve their goal of net-zero water usage for their customers. They are using technology to “help their customers produce more with much less water, preserving this very unique natural resource that is so essential for life,” says Christophe Beck, President of Nalco Water, an Ecolab company.

  • Transform products to shift from a product company into a services company.

Rolls-Royce engines transformed themselves by keeping the engines serviceable for airlines. They reacted to the business and created a service model, using technology to provide insights.

The organisations above are great examples of business transformation applying strategic focuses, using technology as the enabler.

Key focuses that can help organisations transform:

  • Evolving from a product to a service means going from reactive to predictive, understanding customer needs and delivering empathetic experiences. This requires fundamentally changing your style of engaging, predicting frustrations and the need for insights, giving full visibility across the entire business relationship.
  • Create personalised customer experiences by giving all of the love you would give to an entire market to one person, by using technology.
  • A platform-wide system that can deliver a rich range of products and services and respond to the customer across every touchpoint.
  • Ensuring consistency in what we are saying and doing. The menu needs to be clear; there needs to be consistency across all platforms of communications and can be no disconnect across systems e.g. phone, text, Snapchat, Facebook, etc.
  • Trust is key. You need to ensure a robust, customer-centric focus is incorporated into your technology.

How Microsoft Dynamics 365 is helping organisations adopt a customer centric, all-of-business view

The independent components, which made up the Microsoft Dynamics suite of old, have been broken down into apps with Microsoft Dynamics 365, which can be designed to fit a specific client or scenario, making it easier than ever to evolve as an organisation and respond to the needs of customers and improve efficiency and user engagement.

Any device with an internet connection can access Dynamics 365 and the cloud version offers continuous improvement. Every three months new functionality is improved and the upgrades/improvements can be chosen and scheduled for when it suits the user.

AppSource is where you go for business apps and you can try before you buy and download just as you would on your phone.

There are also PowerApps, which allow you to build across any platform with no need for a system administrator.

Microsoft Flow allows an end-user to decide which components should talk to one another, and links can be created to other systems, such as Twitter or LinkedIn, outside of the sales app.

Posted by: Breanna Mudge, Marketing & Communications Coordinator | 16 May 2017

Tags: CRM, Dynamics CRM, Microsoft Dynamics, Customer Relationship Management, Dynamics 365

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