1. Session Objectives Vision & Business Benefits Dynamics CRM & Organization Network Microsoft Dynamics CRM 2011 Service Scheduling, Moving Beyond Rostering Dynamics CRM 2011 User Adoption Questions Understand the possibilities

2. Own and manage each request correctly, dispatch efficiently Vision and communicate to ensure the customers complete satisfactionBaseline ArchitectureTarget Architecture Manual Scheduling Automated Scheduling Multiple Service Scheduling Process Unified Service Scheduling Process Disparate Service Rules Color Schemes Approved & Unified Service Rules Isolated Services Unified Services Multiple Resources Unified Resources - Optimization Locational view of Resources Centralized Resources Manual Service Data Maintenance Automated Service Data Maintenance Isolated Staff details Centralized Staff details Manual Reports Automated Reports & BIBenefits SOA Service Oriented Architecture Approach Service Resource Optimization Uniform & Approved service rules Centralized/Regional Service Scheduling Service data maintenance & archiving Real-Time / On-Demand Reports & Business Intelligence Anytime-Anywhere service scheduling Mobile & Cloud Solutions 3. Dynamics CRM & Organisation NetworkCommunicate, collaborate and relate with various departments within & outside the organisation and track the work process. Use CRM for effective Relationship Management with various departments/divisions/branches of the organisation. Use CRM to connect and manage associated entities like volunteers, donors, clients, media, public etc.. Use CRM to manage external entities related to the organization Development FinanceVolunteersPartners ProgramsFundersDonors Board VendorsClientsBusinessHR CommunityProjects GovernmentMedia / Public 4. Microsoft Dynamics CRM is a LEADER ...According to the Analysts Microsoft DynamicsCRM is a Leader in: Contact Centre Customer ServiceSource: Magic Quadrant for CRM Customer Service ContactCenters, Gartner., April 2010. 5. Microsoft Dynamics CRM ... Over 2,500,000 users in more than 80 countries with 40+ languages Over 40,000 customers from small to enterprise Over 1,200 partners delivering CRM Solutions Deployments as large as 40,000 users Certified scalable to 150,000 concurrent usersMicrosoft Dynamics XRM 6. Dynamics CRM in the Non-profit SectorNon-profit Solutions Service Management Service Scheduling & Delivery Campaign Management Volunteer Management Donor Management Event Management 7. Service Scheduling, Moving Beyond RosteringRostering Resource DefinitionService SchedulingResource ServiceResourceLevellingScheduling AllocationResource Smoothing ResourceAggregation 8. A need was recognised during 2011 Floods CRS Activation Recent floods in Bundaberg 9. DemoService Scheduling Demonstration in Dynamics CRM 2011Service Scheduling for HOF (Helping out Families) 10. User Adoption and Outlook IntegrationMicrosoft Dynamics CRM has a higher end-user adoption ratethan any other CRM system. Integration with existing applications If you are already usingMicrosoft Office products, adding Microsoft Dynamics CRM is a no-brainer. Unlike other solutions, there are no third-party applications oradditional costs required to connect your Office products, DynamicsAX, Dynamics GP, SharePoint with Dynamics CRM. Familiarity Since Microsoft Dynamics CRM has a similar look and feelto other Office applications that employees are already using, its easierfor them to incorporate it into their work day. This allows end-users towork more efficiently and be more productive. 11. Get Started QuicklyNo Rocket ScienceBe Creative