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Q2/Q3 2014 • www.CRMUG.CoM
Customer Care reaCh out and serve
the evolution of Community
and the Customer
experienCe
the best of
2013
learn more: dnb.com/CRMUG
Q2/Q3 2014 | 3
Q2/Q3 2014 | www.crmug.com In Every Issue
5 From the Director
7 Events
10 News
12 Meet Your Leaders
15 Welcome to Our New Members
21 Word Find
28 Logo Contest
35 Academy Corner
39 Name That Photo Contest
42 Volunteer of the Quarter: David Goff
43 The CRM List, from The Partner Channel
Features
16 User Member Showcase XO Group Inc.
18 The Evolution of Community and the Customer Experience
22 Member In Action Lo Samuelson, United Way of King County
25 10½ Tips for Collaborate-ing with Your Peers
26 Tips & Tricks Microsoft Dynamics CRM 2013 Service Management Tips and Tricks
29 On Topic
30 Microsoft Member Showcase Bill Patterson
32 Best-in-Class Enterprise Service with Microsoft Dynamics CRM
36 ISV Partner Member Showcase Adxstudio Inc.
40 Industry Showcase Manufacturing
CUSTOMER CARE REACH OUT AND SERVE
THE EVOLUTION OF COMMUNITY
AND THE CUSTOMER
EXPERIENCE
Advertiser Index
ClickDimensions . . . . . . . . . . . . . . . . . . . . . . .14
CRMUG Summit 2014 . . . . . . . . . . . . . . . . . .8-9
CRM Vertex. . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Cobalt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Dun & Bradstreet . . . . . . . . . . . . . . . . . . . . . . . 2
Experlogix, Inc. . . . . . . . . . . . . . . . . . . . . . . . 34
mcaConnect, LLC . . . . . . . . . . . . . . . . . . . . . . 4
Microsoft Convergence . . . . . . . . . . . . . . . . . 23
Perceptive Software . . . . . . . . . . . . . . . . . . . 38
PowerObjects . . . . . . . . . . . . . . . . . . . . . . . . . 52
Resco.net, Inc. . . . . . . . . . . . . . . . . . . . . . . . . 20
Rockton Software . . . . . . . . . . . . . . . . . . . . . 24
Team Knowledge Limited . . . . . . . . . . . . . . . 51
contents
The places you’ll go with mcaConnect
Your journey starts at mcaConnect.net
Collaborative Culture
Growth Opportunities
n rease ro ts
Competitive Supremacy
Streamlined Business
Great Projects
Q2/Q3 2014 | 5
Summer has just arrived where I live, but I have to admit it. I am so excited
for fall and the football season. Fourteen collegiate quarterbacks were taken
in this past year’s NFL draft, including “Johnny Football”, Johnny Manziel, as
the 22nd pick. Why such an emphasis on the QB position? For starters, in
the late 1800s, Walter Camp of Yale University changed the game of rugby by introducing an
offensive line and the system of downs in which a “quarterback” would be snapped the football.
It completely transformed traditional rugby into something else where strategy, execution,
agility, and other factors changed the landscape of the game forever. As a former collegiate
quarterback myself, I especially admire the changes Mr. Camp made as they engineered the
game into something beyond brawn, something that requires science, strategy, mathematics,
conviction, poise, and above all else, the ability to execute the duties of the position under
pressure. Naturally I’m biased, but I don’t think there is a sports position that embraces as
much complexity as the quarterback position of American football.
Who are your game changers in the sport of business? The statistics vary, but when many
research firms attribute the costs to acquire new customers to be nearly six to seven times
more expensive than retaining them, how can’t one relate the importance of customer service
to that of a quarterback? So what does Right Slot Zip 264 Z Gator customer care mean
to you? Can customer care be a game changer for your organization? Have we all been so
enamored with marketing, sales, and dashboards as of late that we’ve completely taken our
eye off the ball with the most crucial play call for any business, customer care? With Microsoft
codename Leo, the Microsoft acquisition of Parature, and the infusion of the Unified Service
Desk, I think it’s about time we get back to the play calling basics of what should be our “go-to”
play in any business, customer care.
I am excited about our theme of customer care for this edition of CRMUG® Magazine
and hope you enjoy embracing the guidance, articles, and insights from industry and subject
matter experts across the Microsoft Dynamics CRM community and beyond who are looking
at all concepts of multichannel customer service capabilities. Let’s get back to fundamentals,
focus on who and what matters most, and punch that ball in the end zone. Insert Bruce
Springsteen’s “Glory Days” track here as I can assure you that Right Slot Zip 264 Z Gator was a
quick six points for my home team. How are you going to score that touchdown and improve
your customer care approaches going forward?
I look forward to seeing you in St. Louis in October for CRMUG Summit 2014. Customer
care will be one of the many topics of focus as we aim to help all of us – as Users, for Users –
increase our Microsoft Dynamics CRM adoption and success.
See you at CRMUG Summit,
Tony Stein
CRMUG Director
Going to the Next Level...
Sherry Linares
letterfrom the crmug director
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Game
Changers
Tony Stein
Your Company
Your Company
Maintain brand identity by choosing a custom color
Intuitive user interfaceCompany Logo
Contact Information
Azure hosted;Optimized for desktop, tablet
and mobile devices
crmvertexa dynamic portal solution
Event Registration
Finance
Support
Knowledgebase
Document Management
Social Discussion Groups
CONNECT WITH YOURCUSTOMERS
Drive your customer web engagement strategy with CRM Vertex and Microsoft Dynamics CRM. CRM Vertex is a portal solution designed for fast and easy deployment and customization. Optimized for desktop, tablet, and mobile devices, CRM Vertex utilizes features designed to provide immediate value and a rich portal experience. The self-service functionality includes features such as event registration, nance, support, knowledgebase, document management, and social discussion groups. Each feature set delivers powerful functionality and is
administered from within Microsoft Dynamics CRM. Also, you can easily customize your portal with the CRM Vertex module builder. From right inside Microsoft Dynamics CRM, you can easily and quickly add custom or system entities to your portal, exposing them for basic functions such as listing data, creating, and updating records in real-time. The user interface is controlled from within Microsoft Dynamics CRM, utilizing the native CRM form and view builders to create the needed forms and views for your portal.
FEATURING
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Q2/Q3 2014 | 7
eventssessions meetings courses
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The event calendar on www.crmug.com and the weekly CRMUG® Event Guide are your best sources for the latest
CRMUG event information as this list is subject to change. Events are added weekly, so check back often and get
registered for the next exciting CRMUG event.
The Partner Connections Event
(for Partners only)
October 13 – 14 | St. Louis, Missouri
www.thepartnerconnectionsevent.com
CRMUG Academy
Pre-Conference Training
October 13 – 14 | St. Louis, Missouri
www.crmugsummit.com/pre-conference-training
CRMUG Summit 2014
October 15 – 17 | St. Louis, Missouri
www.crmugsummit.com
REGIONAL CHAPTER/
GLOBAL BRANCH MEETINGS
August 5 – Arizona (Phoenix) | Tempe, Arizona
August 7 – Minnesota | Edina, Minnesota
August 7 – Ohio (Cleveland) | Independence, Ohio
August 8 – Wisconsin (Milwaukee) | Waukesha, Wisconsin
August 12 – Australia (Melbourne) | Southbank, Melbourne
August 12 – Australia (Sydney) | North Ryde, Sydney
August 12 – Texas (Dallas) | Irving, Texas
August 13 – Denmark | Dansk Erhverv
August 13 – Mid Atlantic (Wash DC) | Chevy Chase, Maryland
August 14 – Australia (Brisbane) | Brisbane
August 14 – Australia (Perth) | Perth
August 14 – Georgia (Atlanta) | Alpharetta, Georgia
August 14 – Missouri | St. Louis, Missouri
August 14 – New York | New York, New York
August 15 – Alabama | Birmingham, Alabama
August 19 – Australia (Canberra) | Canberra
August 19 – California (San Francisco) | San Francisco, California
August 19 – Texas (San Antonio) | San Antonio, Texas
August 20 – Colorado (Denver) | Denver, Colorado
August 20 – Dakotas | Fargo, North Dakota
August 21 – California (West Los Angeles) | Playa Vista, California
August 27 – Australia (Adelaide) | Adelaide
August 27 – Oklahoma (Tulsa) | Tulsa, Oklahoma
August 27 – PacWest (Seattle) | Bellevue, Washington
August 28 – Kansas (Kansas City) | Kansas City, Missouri
August 28 – Ozarks | Joplin, Missouri
Meet Anne & JohnAnne works as a CRM administrator for a financial services company. She considers herself a savvy management professional and an intermediate Dynamics CRM user. Having heard about CRMUG Summit from a friend, she thought it might be the perfect place to learn about how to better leverage workflows in Dynamics CRM. She used the ‘Convince My Boss’ template to make her case for attending and submitted it to her manager, John. He not only agreed to Anne’s participation - he decided to join her. They’re preparing for an upgrade and will use the event to gain feedback and advice from others who’ve done so.
CRMUG Summit 2014You’ve Got To Experience It!
Next up were Partner Showcase sessions, giving the pair a great opportunity to learn from some of the top Dynamics CRM experts in the industry and see their Dynamics CRM add-on solutions in action. They each attended a different showcase on data quality and integration, soaking in a lot of great knowledge and discovering new techniques and ideas for managing their data.
A couple more dynamite sessions, and its back to the Expo Hall for a well-deserved cocktail reception. The pair grabs a cold drink and a bite to eat, then sets out to chat with a number of exhibitors. With more than 250 booths in the Expo Hall, they plan to make the most of every Expo hour that’s offered during the event – it’s such a great way to learn about what’s available in the community!
Phew! One day down, and Anne and John have already captured a list of ideas they plan to implement when they get home….and there’s still 2 more days of sessions, networking, and Expo to go! As first time attendees, there are a few key things that have surprised Anne and John about the CRMUG Summit experience…
The buzz. Everywhere they went, there were folks talking Dynamics CRM – in the hallways, during breaks…even at the local watering
holes at night!
The interaction. The sessions they attended were quite intimate and attendees engaged in active conversations around the topic
at hand.
The learning. They’d underestimated just how much they could learn from other users and were amazed at how many other folks
experience challenges similar to theirs.
The impact. Anne and John met fellow Dynamics CRM users who not only provided great insight at the event, but who will be go-to
resources for them in the months and years ahead!
Every year, we ask CRMUG Summit attendees what they like best about the event and why they keep coming back. Many of the responses fall along the lines of “It’s just such a great experience!” Walk with us as we explore the typical experience of a CRMUG Summit attendee.
Enhance Your Experience: If you need help justifying your trip to St. Louis, download and customize the ‘Convince My Boss’
template at crmugsummit.com.
8 | CRMUG Magazine
The Experience Begins
Anne and John began cashing in on their CRMUG Summit experience as soon as they registered (months before the event!). They explored the 150 sessions and each built their own personal schedule of the sessions they planned to attend. It helped them get acquainted with the speakers and even see who else is attending each
session (and their daily schedules will be emailed to them each morning during the event). They used the ‘CRMUG Summit 2014 St. Louis’ community on CRMUG Collaborate to share their objectives and some of the specific issues they are hoping to address in St. Louis. Doing so helped them meet other attendees with similar goals, and they even made dinner plans for St. Louis with some fellow attendees from the financial services industry.
Day 1 in St. Louis
The pair chatted over breakfast on Wednesday morning with some fellow Dynamics CRM users they’d met at pre-conference training courses the previous day. They compared notes on some of the add-on solutions they’d discovered at the Welcome Reception in the Expo Hall on Tuesday evening. Breakfast was buzzing that morning - old friends were catching up, new connections were being made, and everyone was excited for an invigorating opening session to kick-start the day.
After a great networking lunch, John opted to attend a Microsoft Conduit session, not really knowing what to expect. He was so thrilled he did! He got the opportunity to hear first-hand from the Microsoft Dynamics CRM product team about what’s coming in the future, and he was able to share some of own ideas. It was a great experience and he was pleased to have the opportunity to influence the future of Dynamics CRM.
crmugsummit.com
With 5 blocks of breakout sessions on this one day alone, Anne and John set out to collectively attend 10 sessions, focusing on their unique roles and how their company uses Dynamics CRM. Anne choose sessions like “Intermediate CRM Workflow Concepts” and “The CRM Superhero’s Secret Utility Belt” while John opted for “Using Kotter’s Adaptive Change Approach to Making CRM Stick”.
October 14-17, 2014
Enhance Your Experience: Visit crmugsummit.com/2014-sessions
and sign in to build your schedule today!
Enhance Your Experience: Come early for pre-conference
training from CRMUG Academy on Oct 13-14. It’s hands-
on, expert-led training at a reduced rate. Visit the Summit
website to see the courses offered.
Enhance Your Experience: Attend with your colleagues!
There’s more to learn than one person can take in alone!
Register Today!
Q2/Q3 2014 | 9
10 | CRMUG Magazine
newsregional chapter news
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Up-and-Coming Chapters
Congratulations to these chapters for launching within the last three months!
Indiana, Kentucky, Tennessee, Orlando, Norge, Belux, Mexico, Canberra
(Australia), and Adelaide (Australia).
Attend a meeting Perhaps you’ve heard the buzz about CRMUG Regional Chapters or perhaps you
haven’t quite noticed this Member benefit yet. Are you a new Member eager to see what
value CRMUG can provide? Not only can Members access hundreds of live and recorded
webinars, attend CRMUG Summit, and participate in countless discussion threads
on CRMUG Collaborate, but CRMUG Members can also attend Regional Chapter
meetings. These chapter meetings, held quarterly, provide an average of four hours of
CRM training, demos, and networking. Hundreds of Users attend these meetings each
quarter, and the best part is that these meetings are free for Premium Members to attend!
Attend a meeting and receive top-notch education presented by subject matter experts
– both Users and Partners. Dive deep into your Microsoft Dynamics CRM investment
by joining us at the next CRMUG Regional Chapter meeting in your area.
One to Watch AwardNote: Every quarter, the CRMUG chapter program will recognize a leader who goes above and beyond in his/her role. Nominate your chapter leader by emailing [email protected].
1. United Kingdom
2. Minneapolis
3. West Los Angeles
4. Kansas City
5. Fox Valley
6. Carolinas
7. Milwaukee
8. Boston
9. Dakotas
10. Tampa Bay
*Based on registration data from January 1, 2014 through March 31, 2014.
Q1 Top 10
Chapters*
When did you join the leadership team? I started being active as a Regional
Chapter leader with the Mid-Atlantic/Washington DC chapter launch in September
2011. From that time on, the DC chapter hosted meetings once a quarter. With my
transition from AARP in Washington DC to Wells Fargo Capital Finance and frequent
trips to San Francisco, as well as a large Wells Fargo and other CRM Users being in
the area, I decided to re-launch the San Francisco/Bay Area chapter in September
2013. Several months prior, I started conversation for a chapter on the west side of
Los Angeles. Driving to and from the Irvine (CA) chapter is very time-consuming
during rush hour. Neil Benson from Slalom Consulting helped with connections
into the local Microsoft office, which in late 2013 had moved from downtown L.A. to
Playa Vista, conveniently located for the Users in the western part of the metropolis.
February 2014 then marked the launch of this chapter, which recently met for the
second time this year. Both chapters (San Francisco and West L.A.) usually meet
mid-quarter (February, May, August, and November). The leadership role in the DC
chapter was then transitioned to Frank Fenneran, who leads the group now with a
similar meeting schedule (once a quarter).
What inspires you to lead the CRMUG West LA and San Francisco Chapter?
I am very passionate about User adoption and Users sharing, connecting with,
Q1 One to Watch Award Winner
Andreas Kraemer
business owner CRM
Wells Fargo Capital Finance
Q2/Q3 2014 | 11
Not only can Members
access hundreds of live
and recorded webinars,
attend CRMUG Summit,
and participate in countless
discussion threads on
CRMUG Collaborate, but
CRMUG Members can also
attend chapter meetings.
newsregional chapter news
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and learning from each other. Webinars and conference calls are nice and helpful,
but face-to-face meetings amongst Users are invaluable. Our CRMUG Summit
is one way to meet other Users in-person, but that is only once a year, and not
everyone can attend (travel, cost, etc.). Therefore I see the Regional Chapters as a
great addition to give even more Users, especially locally, the opportunity to feel
part of the community. In both chapters, I am honored to have Users drive more
than two hours each way to attend the meetings. That is quite a commitment,
and their repeated attendance shows that the perceived value of those face-to-
face meetings holds true to its mission. I am also thankful for the support we
receive from Microsoft, being able to use their facilities for the Regional Chapter
meetings. In addition, Microsoft representatives attend most of the meetings to
present, answer questions, and meet the User base. Often they return to their
desks with beneficial feedback directly from the User group.
I also love creating synergies between different parties, and the chapters give me
a great platform to do that for the regional CRM Users, Microsoft, Partners, and
potential Users of the application. It also feels good when you can assist other Users
and direct them to others that can possibly solve their issues. All this is based on
relationships built during our meetings.
Join a leadership team
We find that the most successful chapters consist of robust leadership teams.
If you would like to join an existing leadership team, please contact your local
leaders or email Onika Allen, CRMUG chapter coordinator, at Onika@crmug.
com. Everyone brings value to the table! Join today and receive quarterly
leadership training and development, input on content delivered at your chapter
meetings, and access to a private CRMUG Collaborate Community designed
especially for chapter leaders.
Launch a chapter
Are you wanting to join in all the fun but don’t have a local chapter to attend?
Contact [email protected] to learn more about how to get a new chapter up and
running. Chapter meetings provide quarterly trainings and valuable networking for
Users and Partners. Launching a chapter will give folks in your area the ability to
access these benefits!
What would you tell someone thinking about becoming a chapter leader? Talk to other chapter
leaders first. Attend the quarterly chapter leader call
to learn how we prepare for meetings. Utilize contacts
you may have in the chapter leader community,
and find someone who is willing to mentor you
through the first couple of meetings. I did that for
the Sacramento (California) chapter. We had a call
where I told the potential chapter leader how I plan
and organize my meetings. I answered additional
questions and followed up to check in and hear about
the meeting. Expect to spend about three to four
hours to prepare a chapter meeting (including the
quarterly chapter leader call) and to debrief CRMUG
chapter support staff (Onika and her great helpers). I
am always happy to help: feel free to contact me via
CRMUG Collaborate or on my Twitter handle @
AndreasCRM. CRMUG
12 | CRMUG Magazine
TITLE
CRM owner and manager
of business processes/
operations
COMPANY
Complete Innovations, Inc.
Bradf@
completeinnovations.com
LOCATION
Markham, Ontario,
Canada
Brad Freeman
TITLE
Microsoft Dynamics CRM
administrator, systems
business analyst
COMPANY
Ford Motor Company
LOCATION
Melbourne, Florida
Clarissa is a Microsoft Dynamics CRM specialist, business analyst, and governance
guru. Her professional experience has taken her from the east coast shores of New
Zealand’s to those Florida. She is passionate in her belief of embracing “change
as the only constant” and has worked actively to help organizations become adept
at adopting to the ever-changing landscapes that are a part of today’s business
environment.
What’s a key benefit that has come from your CRMUG involvement?Membership in CRMUG drives, strengthens, and stabilizes Microsoft Dynamics
CRM implementations, and builds a bridge of connection between organizations
and overall best practices, developments, and strategies for CRM deployments.
What are you looking forward to for CRMUG Summit 2014?The inspiration. Linking with others and learning how CRM deployments are
meeting needs across a vast variety of organizations. And delving deeper into CRM
governance!
Clarissa Simpson
leadersmee t your crmug leaders
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With more than 25 years of experience in high tech, from sales to support to
operations, Brad has seen it all. Microsoft Dynamics CRM and its capabilities have
allowed him to “own” CRM and its inherited processes to make usage a success in his
organization.
What’s a key benefit that has come from your CRMUG involvement?The ability to ask others and share experiences with others in CRMUG Collaborate
and the ability to learn from experts on key topics that Users can utilize to increase
CRM adoption/operation within their business.
What are you looking forward to for CRMUG Summit 2014?Meeting with fellow CRMUG Members and sharing ideas and experiences with
Microsoft Dynamics CRM.
CRMUG® is happy to introduce you to the five new Members elected to the CRMUG Board of Advisors. In
March, these individuals were nominated and elected by Members of the CRMUG community.
The Board of Advisors is made up of 15 Members who help guide the strategy, direction, and programs
offered by the User Group. We sincerely thank all of our board Members for their leadership and service.
Q2/Q3 2014 | 13
TITLE
CRM MVP, MCT, and
director of education
COMPANY
PowerObjects
Gretchen@
powerobjects.com
LOCATION
Minneapolis, Minnesota
Gretchen is the director of education at PowerObjects, which focuses exclusively on
Microsoft Dynamics CRM implementations worldwide. She is a Microsoft Dynamics
CRM MVP who specializes in planning, analysis, architecture, best practices, and
User adoption. Having worked with Microsoft Dynamics CRM since 2006, Gretchen
enjoys sharing her experiences with Users at Convergence and CRMUG events. She
also works with students through the Microsoft Dynamics Academic Alliance.
What’s a key benefit that has come from your CRMUG involvement?CRMUG provides a vast amount of resources that are consumable in a variety of
ways. For example, the regional meetings and CRMUG Summit allow you to engage and
learn from others in person, CRMUG Collaborate provides that in a virtual community,
and webinars and the academy courses facilitate online learning. However, one of the
greatest treasures is the library on CRMUG Collaborate – it is the searchable vault of presentations and, and there are great
resources you can use for your implementation such as tips and tricks, User adoption strategies, and technical best practices.
What are you looking forward to for CRMUG Summit 2014?CRMUG Summit is rich in practical knowledge and experience as most of the presenters are Customers, Partners, and
MVPs. For me, the Interactive Discussion sessions are the best part about CRMUG Summit because I love drawing out and
pooling all of the experiences participants bring to the table. From these you get the “feet on the ground” practical advice on
how to achieve success with Microsoft Dynamics CRM in your organization.
Gretchen Opferkew
TITLE
Microsoft Dynamics
CRM MVP and business
technology strategist
COMPANY
CRM Innovation LLC
LOCATION
Lenexa, Kansas
Jerry, a Microsoft Dynamics CRM MVP, is the founder of CRM Innovation. As a
business technology strategist, he helps firms use technology to support their sales
and marketing processes. He’s a “veteran” in the CRM world, having passed his first
Microsoft Dynamics CRM 1.2 exam in 2003.
What’s a key benefit that has come from your CRMUG involvement?CRMUG presents an opportunity for Users to connect with their peers to learn best
practices, benchmark their performance, and share information in a friendly, open
environment.
What are you looking forward to for CRMUG Summit 2014? Networking with my peers and meeting CRM Users from across the country.
Jerry Weinstock
TITLE
Microsoft global
alliance director
COMPANY
Trillium Software
Kathleen_perkins@
trilliumsoftware.com
LOCATION
Billerica, Massachusetts
Kathleen has worked within the Microsoft Dynamics ecosystem for the past nine
years and thoroughly enjoys being involved in the community. She focuses on business
development for ISVs that specialize in solutions for Microsoft Dynamics CRM and
ERP applications, and is currently responsible for driving an emerging and strategic
relationship with Microsoft and Partners regarding Trillium Software’s enterprise
data quality initiatives within the Microsoft Dynamics CRM marketplace.
What’s a key benefit that has come from your CRMUG involvement?Getting the very best out of Microsoft Dynamics CRM in a fun and educational way
is one of the main benefits of CRMUG. There are ample opportunities and avenues
to network and exchange User experiences and ideas within both the CRMUG online
community (virtual conferences, webinars, and continuing education programs) and
at on-site national and regional conferences. It really is a “must-do” if you are a Microsoft Dynamics CRM User.
What are you looking forward to for CRMUG Summit 2014?Although CRMUG is a solid resource for virtual networking throughout the year, you cannot beat the value of the in-person
networking and social exchange. I am especially looking forward to the learning aspect of the event as well as experiencing
St. Louis for the first time.
Kathleen Perkins
Email marketing and Marketing Automationfor Microsoft Dynamics CRM
Marketing with Microsoft Dynamics CRM?Get the resources you need.
download at clickdimensions.com/content
These resources and more are available to download for FREE at www.clickdimensions.com/content. And if you would like to see how our email marketing and marketing automation tools can help your organization, give us a call at 888.214.4228 or visit clickdimensions.com today.
Hooked on Content: Developing a Successful Content Marketing Strategy with Microsoft Dynamics CRM
Training Resource Guide for Microsoft Dynamics CRM
The Microsoft CRM Marketer’s Guide to Creating a Connected Campaign
Marketing wtih Microsoft CRM Idea eBook
Microsoft CRM Implementation Blueprint
Quick Guide: Marketing ROI for Dynamics CRM
Q2/Q3 2014 | 15
membersw e l c o m e t o o u r n e w m e m b e r s
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AAA Cooper Transportation
AEP Energy
Aflac
AG Insurance
AMAXRA, Inc.
AMEC Plc
American Board of Family Medicine
AXA BE
BGM TruNorth Wealth Partners
Blue Cross Blue Shield of Louisiana
Boeing Company
California School Boards Association
CDM Software
Century Martial Arts
Cintas Corporation
Cisco-Eagle, Inc.
City Harvest, Inc.
City of Garland Texas
CMC Electronics
Cohen & Company
Community Services Group
Conference Technologies, Inc.
Con-way Truckload Inc.
Costa
Crowe Horwath LLP
Eagle Datagistics
Elanders Americas
Electric Power Research Institute (EPRI)
Engineering Dynamics
FPLFiberNet
G.L. Homes of Florida Corporation
GP Strategies
ICF International
Impellam Group North America
John E. Fetzer Institute, Inc.
Laboratory Testing Inc.
LONG Building Technologies, Inc.
Luck Stone Corporation
Mikimoto (America) Co., Ltd.
MiTek
MSH INTERNATIONAL
Myrtle Beach Area Chamber of Commerce
Natoli Engineering
NexAir
NPS Medicinewise
OSIsoft, LLC
Paytel Communications Inc.
Peak Performance
Pitsco Education
Plexis Healthcare Systems
Pointe Precision, Inc
Probity Advisors, Inc.
Radio Music License Committee
Scholarship America
SCMG Connect
Speedy Hire Plc
Spraying Systems Co.
State of Montana
Studer Group
System Three Resins, Inc.
TekSavvy
Time Warner Cable Media Sales
True Blue Inc.
UCare
UnityWorks LLC
Utah Valley University
ValleyCrest
Vantage Mobility International, LLC
Zurn Industries, LLC
Meet one of our
newest Premium
Members...
TrueBlue
TrueBlue (NYSE: TBI) is a leading provider of
temporary staffing, helping more than 130,000
businesses be more productive through easy access
to dependable labor. TrueBlue provides specialized
staffing solutions for numerous industries, including
construction, manufacturing, transportation, aviation,
waste, hospitality, retail, renewable energy, and more.
“We are also looking forward to getting involved with the local CRMUG chapter and attending meetings and seminars.”
TrueBlue sources work for approximately 375,000
people annually across the U.S., Canada, and Puerto
Rico. “We joined CRMUG because we were interested
in taking the Academy Black Belt courses. So far,
this training has enabled additional people in our
organization to support Microsoft Dynamics CRM,”
says Ashley Steiner, CRM administrator at TrueBlue.
“We are also looking forward to getting involved with
the local CRMUG chapter and attending meetings
and seminars.” CRMUG
Premium User Members
Added Last Quarter
Act-On Software
Bennett Adelson
Beringer Associates, Inc.
Cobalt
Datix, Inc.
EasyTerritory.com
Genbil Software
Invenso
NetStandard Inc.
Neudesic
Obero Technologies Inc.
PNMsoft Ltd
Realdolmen NV
Silanis
TinderBox
Premium Partner Members
Added Last Quarter
Welcome to the new Members who have invested in CRMUG®
Premium membership and Partner membership this year! Each
new Member adds value not only to their own organization,
but also to the entire CRMUG community as they share their
knowledge and experiences. Please note that these organizations
have given CRMUG permission to share their name publicly.
16 | CRMUG Magazine
Joshua Anderson
XO Group Inc. is the premier
consumer Internet and media
company connecting engaged
couples, newlyweds, and first-
time parents with the community,
products, and inspiration they need to navigate the
most intense years of their lives.
Planning a wedding can seem like a full-time
job, and if you’re planning this life-changing event
remotely, it can be even more time-consuming.
This was especially the case for Joshua Anderson
living in Austin, Texas yet planning his wedding
to take place in Maryland. “The Knot was a major
resource for us to find the right vendors and stay
within our budget without having to be on-site,”
Joshua says. After his wedding went off without
a hitch, The Knot (www.theknot.com) contacted
Joshua about opening an office in Austin focused
on managing the company’s internal software.
Nine and a half years later, Joshua manages a
number of teams at XO Group Inc., formally The
Knot, including the Austin-based sales team of
about 10 people. This team is focused on extending
Microsoft Dynamics CRM to support 100 remote
sales reps across the country as well as 60 more
sales support folks in Omaha, Nebraska. These
sales teams work with more than 190,000 wedding
vendors across the country, offering a number of
advertising packages to get them listed on XO
Group’s sites and increase their brand awareness
with local brides and grooms.
“We are highly focused on helping our sales
teams manage leads, convert them to accounts,
and maintain streamlined communications in the
easiest way possible. And Microsoft Dynamics
CRM is our champion in making this a possibility.”
“Before Microsoft Dynamics CRM,” Joshua
continues, “We were in the ‘stone age of sales
management’, managing leads and accounts any
way we wanted – from the back of a napkin to an
Outlook contact list. We had no system at all.”
Once they dove into trying to track these
communications, Joshua realized it was a lot more
complex than they had thought. “With a constant
churn of people joining and/or leaving the
company as we grew, we had to make sure contacts
were assigned to the right people and that all the
notes were brought over.” He continues, “As you
can imagine, a lot of data was lost in that process.”
When XO Group implemented Microsoft
COMPANY:
XO Group Inc.
INTERVIEWEE:
Joshua Anderson,
director of sales support
systems
HEADQUARTERS:
New York, New York
PHONE:
512-498-3310
EMAIL:
WEBSITE:
www.xogroupinc.com
ESTABLISHED:
1997
NUMBER OF EMPLOYEES:
700
MICROSOFT DYNAMICS CRM
USER SINCE:
2012
CRMUG® MEMBER SINCE:
2011
NUMBER OF USERS:
175
XO Group and
Microsoft Dynamics CRM:
A Perfect Match
user member showcase
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Q2/Q3 2014 | 17
Dynamics CRM, they were able to leverage the
resources they had to get new people up to speed
immediately. “Microsoft Dynamics CRM is a
basic framework that we can easily understand
and create custom processes if needed.” Joshua
continues, “Whether it’s perfect or not, the
solution is flexible enough to work with us and has
been a true asset to what we do.”
In addition to streamlining internal
communications, XO Group can communicate
to its vendors regarding gaining more exposure
for their companies, such as a mention in a blog
about a wedding with links to vendors’ websites.
“It’s initiatives like this that allow vendors to see
the value in advertising with us,” Joshua says.
CRMUG: The Birth of the
Austin Chapter
In 2013, Joshua wanted to find Microsoft
Dynamics CRM resources and experts without
having to travel to Houston, Texas. Scott Leopold,
a CRM business analyst with Intertek at its Austin
office, was on the same page. Onika Allen, CRMUG
Regional Chapter director, connected the two, and
the CRMUG Austin Chapter was born.
Their first meeting took place in January 2014,
and they saw a growth in attendance for their
second meeting in April. As the only chapter
(to date) to provide pizza and beer at each
meeting, Joshua says, “We’re trying to take a
unique and very candid approach to sharing best
practices. We want everyone to feel comfortable
in expressing their frustrations about Microsoft
Dynamics CRM as well as in sharing what
works.” Joshua and Scott are also using CRMUG
Collaborate to gather fresh topic ideas, keep the
meeting conversations going, and spread the
word about the Austin Chapter.
Joshua is seeing great value from just the two
meetings they’ve had. “It’s so great to reach outside
our little world and hear from other people on the
challenges they face.” He continues, “We already
learned so much about User adoption from Scott’s
presentation on Microsoft Dynamics CRM 2013
conversion and the importance of getting executive
support in what features are being delivered to
internal teams. Getting a head start on trying to
solve these internal issues is what makes CRMUG
so valuable to our organization.” CRMUG
“We’re trying to
take a unique
and very candid
approach to
sharing best
practices.
We want
everyone to feel
comfortable in
expressing their
frustrations
about Microsoft
Dynamics CRM
as well as in
sharing what
works.”
C.SERVICE V.1.8
18 | CRMUG Magazine
EV
OLU
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HE
CO
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UN
ITY
OF
AN
D T
HE CUSTOMER
EXPERIENCE
Q2/Q3 2014 | 19
Forward-thinking companies are moving away from
the traditional help desk model and transitioning to a
customer service experience that more closely aligns with
the expectations of today’s social standards. No longer do
customers need to sit and wait for an automated support
queue – they can expect real-time responses. An integrated service
model for customers, which includes not only a support portal, but
also social media engagement and an online customer community,
provides faster response times and gives customers the option as to
how they interact with the company. In addition, the idea of crowd-
sourcing content for a robust knowledgebase from your best experts,
your customers, has taken hold.
Empower Your Customers
The new best practice is to empower your customers by providing
multiple channels for them to find and share the best solutions to
their questions and issues. A reliable customer support system
seamlessly integrated with a customer community can help you
accomplish those goals.
An online customer support system gives customers the flexibility
they want. The support system’s features don’t adhere to schedules.
You can log in and receive 24/7 support, with social media integrated
and discussions with other customers at your fingertips. Access live
chat functions for time-sensitive questions. Peruse the self-service
knowledgebase to learn about what other customers have asked and
shared. Utilize a responsive call ticket system when you can’t find the
exact answer. All of these components work together to diffuse inbound
calls, reduce customer frustrations, and save companies money.
Enable Relevant, Purposeful
Interactions
How can a community help? To further enhance the strengths of
an online customer service system, companies are inlaying online
communities that can stimulate crowd-sourced customer support
and build a rich knowledgebase. According to the Gartner report,
“Predicts 2012: CRM Customer Service and Support Staggers into the
Posthuman Age,” companies can save anywhere from 10 to 50 percent
in support costs by integrating a community into customer support.
Finding the right answer may be as easy as asking other customers or
searching the knowledgebase built by those same customers.
The user experience should become a seamless one with this
integrated model:
A customer has a question regarding a certain product
and heads to the online community first. She uses the search
function and immediately finds a discussion thread on the
topic. One of the responses in the thread is marked as the
best answer. A great find – her question has been answered.
The customer is so happy with how this helped her that she
thinks it needs to be part of the larger company support
documentation and submits it to the “knowledgebase.” It’s
added to the queue to be reviewed by a customer support
team within the company, which now has new support
content that was sourced and vetted by their customer
community.
A few days later, the same customer returns with another
question. Again she searches and finds a discussion on the
topic. However, her situation is unique and she cannot find
exactly what she needs, even after interacting with other
customers in the discussion thread. Not a problem – she
simply opens a new support ticket in the customer support
system. The full thread outlining her question is attached to
the ticket, so the company support staff is up to speed on
her question before they even talk with her. Problem solved
and no automated phone call prompts or frustrating hold
music necessary.
Ignite Knowledge Sharing
Customer communities and engagement solutions together are
important for how companies work with, relate to, and support
their customers. The true strength of customer care is to offer an
experience that seamlessly integrates and understands the benefits
of both a customer support system and community engagement.
This solution is good for all involved: improved performance, more
customer service intelligence, increased customer satisfaction and
understanding of user needs, and a maximum return on investment
for the company.
Customers are more social and tech-savvy than ever before, and
they want to take advantage of their products’ capabilities. They are
reaching out for content, and it’s important to keep an expanding
knowledgebase current, easily accessible, and relevant. Offer a sense
of ongoing learning and customer-to-customer engagement instead
of maintaining the outdated call and response model. CRMUG
Duke Chung is director of product marketing and co-founder of Parature,
now part of Microsoft. He co-founded Parature with a vision to provide
superior Customer support software accessible via the Internet.
Mark Lowry is chief revenue officer for Higher Logic, a leading provider
of cloud-based enterprise community solutions, empowering more
than 18 million Users in more than 100,000 communities to build
relationships and forge partnerships that create value. Mark oversees
sales and strategic partnerships at Higher Logic. CRMUG® uses Higher
Logic’s Connected Community™ platform for its User group community,
CRMUG Collaborate.
story by Duke Chung, Parature division of Microsoft and Mark Lowry, Higher Logic
illustration by Matt Mastrud
feature
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Congratulations to Sanjeev Kakde of PowerObjects for winning the Q1 2014 Word Find. Your
prize is in the mail! Below are 25 words that relate to the topics and theme in this issue of
CRMUG® Magazine. These words can be found in the grid horizontally, vertically, diagonally,
backwards, and forwards. Submit your completed Word Find for a chance to win a gift
certificate; simply scan and email your entry to [email protected].
Academy
AdxStudio
Austin Chapter
Clarissa Simpson
Collaborate
CRM
CRM Adoption
CRMUG
Customer Care
Integrity
Manufacturing
Marketplace
O’Neal Steel
Parature
Pizza and Beer
Premium User Members
Service Management
St. Louis
Summit
Tips and Tricks
TrueBlue
United Way of King County
Users
Webinars
YPO
T M R L Y N I N D N S L S R A N I B E W I C C T R
R E S N M D N E T N R T E M E G A N A M R U H I S
U G T R E L T S L R E C L C O L L A B M R O A P T
E A A C A D E M Y G M A E O R S T L U N S L P S Y
B N L E D M G R T N O R R T U R S G N A M T T A T
T A N T A E R E I I T E S N L I T E R A C S E N N
N M U I C M I B P R S M A R K E S T P L A C E D U
E E R S A B T M S U U E R A C R E M O T S U C T O
M C G M E E Y E A T C R L E M T S L A E N O L R C
E I E M C R N M N C R E T P A H C N I T S U A I G
G V T U R S S R D A L E C I R M S I M P S O R C N
A R N S E C M E T F T R A K K A R E B M E M I K I
N E I M R A N S R U S A R F E N P I N T E G S S K
A S R W E B I U I N R C E O T U I A C A D T S N F
M C O L L A B O R A T E C Y P F Z O L N I E A L O
E W E B I N A N E M R S O A L A Z I N M C S S E Y
C R E S U M U I M E R P E W A C A D M A U U I E A
I A D X S T U D D I O R R D C T A U O S S M M T W
V T P A H C N I T S U A U E E U S T I S T U P S D
R E E B D N A A Z Z I P T T R R N S T I O I S L E
E S E R V I C E M A N A A I S I D X P R M M O A T
S N T R U E B L U E N L R N T I B D O A E E N E I
E C A O L P T E K R A M A U L N B A D L R R E N N
R T P L N E C R M A D O P T I O N E A C C P L O U
S Y C U S T O S R E B M E M R E S U M U I M E R P
Q2/Q3 2014 | 21
22 | CRMUG Magazine
Lo Samuelson, IT analyst and “go-to” CRM development expert, has been with United Way
of King County (UWKC) for 16 years. Wearing multiple hats, Lo trains the UWKC staff on
new systems, manages CRM projects, ensures data synchronizes with the organization’s
fundraising and pledge processing systems, and analyzes how UWKC should change internal
IT to make it all work for the organization. Data integrity is a huge component of Lo’s
everyday mission. “It is a true team effort at UWKC,” she says. “We have many people keeping our data
clean and donor-centered. Microsoft Dynamics CRM has played a big part in helping us do more with
the information we have.”
Centered on bringing caring people together, UWKC places a large emphasis on volunteer opportunities
to help people in need and to solve its community’s toughest challenges. With volunteer opportunities
such as the “free tax prep” campaign and the “volunteer reader program”, UWKC connects volunteers to
activities best suited to their interests. “Microsoft Dynamics CRM helps us build a clearer picture of who
our volunteers and donors are. When we can see how people have contributed in the past, we can make
sure they’re aware of similar
or new ways to continue their
participation in the future.”
By making information easy
to access, Lo is helping UWKC
make a greater impact in its
community. Lo shares, “Before
we implemented Microsoft
Dynamics CRM back in 2008,
our fundraising staff managed
separate account lists. This
made it difficult to share notes
and almost impossible to
establish a consistency of how
to manage our accounts.” Now,
with Microsoft Dynamics CRM
in place, their data is in one spot
and staff can more easily share
information to establish best
practices.
member in action
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Lo Samuelson
Keeping Integrity Intactin More Ways Than One
Q2/Q3 2014 | 23
Around the time UWKC implemented
Microsoft Dynamics CRM, the
organization also went through a complete
sales culture change.
“We used to just dive into workplace
campaigns, never really understanding the
company’s goals and/or interests.,” says Lo.
“But now we take a consultative approach,
learning more about the company and
its philanthropy goals so we can fit them
with the right campaign.” As a sales and
marketing tool, Microsoft Dynamics CRM
was a natural complement to this new
approach. UWKC can now engage more
companies to ultimately raise more funds
for the community. Lo says, “It feels good
to help make our community better. It’s
important that a community has a support
system for those in need, and UWKC plays
a leading role in providing just that.”
CRMUG: Getting the
Most Out of Microsoft
Dynamics CRM
Lo has attended multiple CRMUG
webinars and local chapter meetings this
past year and finds it extremely interesting
to learn how different companies are
using Microsoft Dynamics CRM. “It’s
not necessarily how we would use the
system, but it helps me expand on my
ideas and gives me a frame of reference
for understanding our solution.” Lo is also
participating in a newly founded Special
Interest Group (SIG) for Nonprofits and
plans to present a webinar in August.
“CRMUG has been great in starting
important discussions and getting our
wheels turning so we can get the most out
of our Microsoft Dynamics CRM solution.”
She continues, “I think it’s very important
for us to meet other people who are going
through the same or similar challenges,
ultimately learning what we can do and
what we shouldn’t even try.” CRMUG
Convergence is the best opportunity to expand your professional network, explore Microsoft solutions, and bring new ideas to life. Experience Convergence by attending the location that is right for you.
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Q2/Q3 2014 | 25
10½ Tips for Collaborate-ing
with Your Peers
Did You Know?12
34
5
67
8
910
No one likes a Mr. Nobody; add
your profile picture so everyone
can see your smiling face! On
your Profile page, simply click
on the gray gear icon to the top
right of the photo space.
The CRMUG®
Collaborate blog
is your blog. All
Members can blog in
the community…blog
a little or a lot; it’s up
to you! Click on Blogs,
then select Create a
New Blog Entry.
You can change
the information
that appears in
your signature
in Discussion
posts. Under
My Profile
in the main
navigation,
select My
Signature and
set your default
preferences.
You can meet and
stay in touch with
your neighbors! Join
and participate in the
CRMUG Collaborate
community
dedicated exclusively
to your local chapter.
Premium User
Members can utilize
the Advanced Search
features of the
Member Directory
to find others by
location, industry,
size, product version,
add-ons used, and
more.
You can
control which
emails you
receive from
CRMUG
Collaborate
and how often
you receive
them. From
My Profile,
select My
Settings to
adjust your
subscriptions.
Your CRMUG
Summit 2014
experience starts as
soon as you register!
When you sign
up for CRMUG
Summit, you’ll be
added to the CRMUG Summit
2014 community on CRMUG
Collaborate. Start networking
and sharing long before you
get to St. Louis!
It’s easy to build
your CRMUG
Collaborate
profile and
network! Bring
your profile
information
and match
your contacts
from LinkedIn®
to CRMUG
CRMUG Collaborate has
Special Interest Group
communities for a number of
roles and industries. Join the
conversation with your like-
minded peers!
You can watch all CRMUG
webinars on demand! We
record all of our webinars and
place them in the CRMUG
Collaborate Content Library for
Premium Members to access at
any time.
The best way to get value from
CRMUG Collaborate? Get out
and use it! Ask a question of
your own, peruse what’s already
being discussed, download a
helpful
webinar
recording,
soak
in the
blogs…
there’s so
much to
be discovered! If you haven’t
already, start Collaborate-ing
today at http://community.
crmug.com. (Yes, this only
counts as half a tip because it’s
just such a no-brainer. )
10½
Collaborate. On My Profile,
choose Grab Profile Info
from LinkedIn.
26 | CRMUG Magazine
“Service management” is a big topic. Each of the following areas
could have its own tips and tricks article. For now, however, let’s
focus on higher-level service concepts that span the service request
lifecycle. These concepts are at the heart of much of the customer
care enhancements that are part of the Microsoft Dynamics CRM
Online spring 2014 release.
Keep it simple
For Customers, simple is king. Give them self-service capabilities,
and watch your brand loyalty grow. Portals give Customers the power
to manage their data, submit service requests, monitor activity, and
collaborate with your service team during the resolution process.
There are many different versions and portal vendors on the market.
Check out the Microsoft Dynamics Marketplace or start building
your own portal today!
Often a simple email address that Customers can use to submit
service requests will suffice. Allow them to send their service requests
to a managed mailbox that is attached to a Microsoft Dynamics
CRM queue. Provide visibility to your service team’s queues through
dashboards or other views. Be careful! Automatically converting
items in queues to cases can lead to duplicate cases. It is often best
to have them work on an item from the queue and convert To Case
based on defined service processes.
Microsoft Dynamics CRM 2013 Service Management Tips and Tricksby Bob Hogan
Simplify your classification (Subject) selection process as well.
Lightweight customizations can easily drive proper node selections
for complex Subject tree structures. Data captured during the
service process can automate Subject selection and facilitate deeper
reporting and analytic processes.
Response Time AND Transparency
ARE Essential
Take advantage of process automation (workflow) alerts to
acknowledge receipt of service requests. Directly connecting
the assigned service team member to the requestor enhances
the requestor’s experience and can further drive brand loyalty.
Personalization is powerful!
t t&TIPS & TRICKS
Q2/Q3 2014 | 27
Automatically notify your Customers and those managing their
account as the case progresses through the various stages of the
service process. Along the lines of notification, leverage notification/
escalation processes for neglected items in the queue as well as cases
that are nearing resolution deadlines per the service level agreement
(SLA).
Processes, Collaboration, and
Knowledge sharing are Key to Rapid
Resolution
Keep it moving! Business process flows provide powerful tools for
walking service team members through the service process. Processes
can vary based on service classifications, and they can change at
any time. Guiding team members through the service process and
providing powerful tools along the way are key to decreased request-
to-resolution metrics.
Collaborate! Provide real-time VoIP/IM/Presence tools that enable
service team members to collaborate throughout the service process.
Microsoft provides powerful collaboration tools as part of Office 365.
Knowledge is key to rapid resolutions! Take time documenting both
the issue and the resolution, as well as updating the knowledgebase
as needed. It will pay off. Building knowledge processes into your
service process greatly increases first-call resolutions.
CRMUG
Bob Hogan is the practice director and principal consultant for
Dynamics Solutions (CRM) at Bennett Adelson. Bob is the director of
the Cleveland Chapter of CRMUG® and a Microsoft Virtual Technology
Specialist (VTSP). He can be reached at [email protected]
or via www.linkedin.com/in/crmbob.
Keep it moving!
Collaborate!
Knowledge is key to
rapid resolutions!
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C O N T E S T
logofind the
Congratulations to our Spring 2014 contest
winner, Kristie Marr from MD Physician
Services, A CMA Company! Kristie found
the logo on page 13 of the Spring 2014
issue of CRMUG® Magazine. Let’s play again.
Hidden somewhere between the covers of
this magazine is our CRMUG logo. Can you find it?
While our logo shows up throughout the
magazine in conventional spots, it’s hidden
in only one place.
When you’ve found it, send an email to [email protected] with an
explanation of where and on what page it’s
at. We’ll choose a winner at random and
will highlight him/her in the next issue of the magazine.
Spring 2014 | 13
TITLE
sponsorship sales
LOCATION
Tampa, Florida
CONTACT INFO
877-324-8880, ext. 1492
What do you love about Microsoft Dynamics CRM?I love CRM because as the sponsorship demand increases with our various
events, CRM keeps me organized and on top of all the details to have happy
sponsors. CRM helps me be more productive, efficient, and attentive to the
needs of our sponsors. CRM makes my job easier!
Dream vacation spot:The Maldives
Nancy Anello
TITLE
Regional Chapter director
LOCATION
Fargo, North Dakota
CONTACT INFO
1-877-324-8880,
ext. 1455
What do you love about Microsoft Dynamics CRM?CRM is a great place to use as a “hub” for all of your information. To be able
to integrate all of the systems we use CRM for such as event, membership,
and portal management makes CRM some of the coolest software I have
used. I especially enjoy the use of dashboards within CRM. Through dash-
boards, we can watch our chapter meetings grow in scale and size, moni-
tor Member participation, determine effectiveness toward goals, and make
changes accordingly.
Dream vacation spot:The Maldives or Bora Bora
Onika Allen
TITLE
Member support and
events coordinator
LOCATION
Moorhead, Minnesota
CONTACT INFO
What do you love about Microsoft Dynamics CRM?Microsoft Dynamics CRM enables me to quickly troubleshoot and identify
solutions for our Members regarding their CRMUG membership. I also love
how easily our email marketing tool integrates into CRM so that we can
create marketing lists directly from our database, send email communica-
tions, and track the open and click-through rates, all the while directly link-
ing those email sends right back to our Member’s contact record.
Dream vacation spot:Any or ALL of the Caribbean islands!
Shanna Hensch
TITLE
CRMUG Director
LOCATION
Fargo, North Dakota
CONTACT INFO
877-324-8880, ext. 1449
What do you love about Microsoft Dynamics CRM?I am impressed with how people can leverage CRM to turn mundane and
traditionally highly involved overhead tasks into systems-thinking work-
flows that help automate and drive efficiencies throughout a company. With
better chart and dashboard capabilities, the analytics behind CRM now help
keep people on the same page with some much needed business intelligence.
Business automation and analytics are absolute “must haves” in your CRM
environment.
Dream vacation spot:Hawaii (Kauai)
Tony Stein
|
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28 | CRMUG Magazine
topicon
CRMUG® reached out to Members for customer service stories – the good and the bad. Kristin Metcalfe, marketing manager, solutions, at Neudesic, shared two recent customer service interactions that made an impression with her – for better or worse.
I had a year-long pricing promotion in place with a well-known
provider for my cable and Internet services. With the promotion,
my services were running around $89 per month. My cable
service has been fine, but the Internet is fairly slow (6 Mbps), cuts
out frequently, and isn’t great for streaming programs. I don’t
watch television that frequently, so I was looking to cut the cord
and stick with the provider for Internet only, UNLESS they could
incentivize me for being a “loyal customer”.
When I called in, I was told that “there’s nothing we can do.”
Okay...so much for being a loyal customer! You’re willing to ditch
me that quickly? If that’s the case, I told the customer service
rep, then I’ll get rid of my TV while I shop for Internet service
elsewhere. I was transferred to the cancellations department.
I was asked why I was cancelling. Shouldn’t this information
be logged in the system so that a customer doesn’t need to repeat
themselves? Nevertheless, I explained that I don’t watch television
nearly enough, and the Internet isn’t great. The customer service
rep said that there was definitely something she could do for me.
Eureka. I was excited. It’s such a hassle to return equipment, set
up new services, etc., so that if I could keep my Internet, I’d deal
with it. Or, if something faster was available, I’d go for it.
This woman and I spent about 30 minutes on the phone
together, and all of the options she kept offering were for TV AND
Internet. But I don’t want TV. I just want Internet.
To keep the 6 Mbps Internet service I had in place, they were
offering a deal for $63 per month…for Internet that’s slow and
doesn’t work that great...really? That’s more than double the rate
they are advertising for new customers.
I have my wireless service with this company and my home
technology needs with them...am I really that unimportant to them
that they would want to charge me MORE or lose me as a customer?
It’s said that it’s easier to retain current customers than to acquire
new ones. Looks like that’s not the case with this service provider.
THE THE
In terms of a particularly good experience, one happened a
short while ago when calling the Los Angeles Department of
Water and Power (www.ladwp.com) to disconnect my services.
I phoned in and was greeted by an automated menu. Yuck.
Automated menus are designed for efficiency, and all that good
stuff, but usually end up causing headache and frustration.
Nevertheless, here it went:
“In a few short words, please say the purpose of your call.” I say,
“Cancel services.”
Surprise! The system understood me! No “please repeat” or
“sorry, I didn’t get that.”
Next question: my account number. No clue...I was outside
walking to lunch, didn’t have my bill in front of me, and so I
thought this call was a lost cause. I told the system “I don’t know”,
and it alerted me that I could look up my account number with
my ZIP code and address. I spoke my information, and again, the
system understood me. Two for two!
The rest of the call was seamless: following the prompts, I was
able to disconnect my power, state the reason, select a date, speak
my forwarding address, and receive a confirmation number. All
this was completed in less than three minutes.
A few days later, I received a confirmation letter at my current
address, informing me that my services would be terminated on
the date I provided. I also received a notice at my new address
stating that my final bill would be sent there.
This is different than your typical customer service experience,
I suppose, since this one was entirely automated and was
successfully completed WITHOUT ever interacting with a live
human being. I have faith that not all automated systems are a
complete waste of time. Other organizations could definitely take
a lesson from LADWP’s system! CRMUG
VS
Q2/Q3 2014 | 29
CRMUG: This issue of CRMUG Magazine is all about customer care. How does the acquisition of Parature enhance the customer service element of Microsoft Dynamics CRM?Bill Patterson (BP): Parature is complementary
to CRM in that it will become the incredibly
strong knowledge management solution for Users.
Knowledge management is all about putting
the right information and answers to common
questions into the hands of agents, and the first
thing that Parature provides is a deep and robust
functionality to serve that need.
Where it gets more interesting is that Parature
introduces a customer-facing experience that
supports a Microsoft Dynamics CRM User. If you
think about web-facing or enabled support – for
example, if you go to a company’s website and search
their knowledge base to solve your own question –
Parature’s knowledge is shared externally so a User
can deliver more answers to their customers at any
time, saving support calls or email interactions from
happening. That knowledge and self-service are
there when and where a customer needs them.
CRMUG: Can you share a little about the integration of Parature into Microsoft Dynamics CRM?BP: Parature is included in the enterprise edition
of Microsoft Dynamics CRM Online, and
organizations that are looking to get the most of
our capabilities, such as marketing, social, and
Parature, can use it as part of that offering. Users
who don’t have the enterprise edition can add it
into their environment, including our on-premise
Customers, who access Parature via a connector
that delivers knowledge articles and synchronizes
customer information all in one place.
CRMUG: You’re a veteran of the Microsoft Dynamics CRM team. What keeps you energized about the product and your role?BP: The thing that keeps me here and focused is the
knowledge that it’s a job that is never completed.
It’s a job that you want to continuously get better at
as customers are changing every minute.
Where we’re going from a tech standpoint, and
how we think about the future, is that Microsoft is
uniquely positioned to assist Users in helping their
customers – both professionally and personally –
be happy in a real-time manner.
CRMUG: Let’s talk a little more about that. What’s coming up next from your team with regard to customer care?BP: What’s really on the horizon for us is allowing
organizations to continue to transform their
service center into becoming more unified with
the channels they have. If you look at call center
reps, some are only answering calls, some are only
on email, and others are only on chat.
That specialization by channel means that if a
customer uses all three channels when they have
an issue, they could experience frustration if they
have different experiences amongst the channels.
We’re working on unifying those experiences
into a singular view so that the customer has the
same great experience, no matter how they contact
an organization.
We think knowledge is the equalizer to making
customer service great across an organization.
Most companies believe that customer service is
a job for a few people within an organization. The
reality is that the organizations that have made
customer service a priority for differentiating their
brand have an entire staff of great customer service
professionals.
Our strategy is to make everybody good, or rather,
“care everywhere”. Everyone in the organization,
as well as every experience a customer may have,
needs to be fueled with knowledge about how to
make that experience great.
Knowledge should be pervasive enough to make
everybody in a company feel great about talking
with customers.
CRMUG: That’s a great way to put it. What’s your advice for Users who are looking to step up their efforts with regard to tracking customer information or automating their customer service processes?BP: I’m a big believer in starting simple. The fastest
way for us to start to help an organization manage
their customers better is to use the capabilities
that are in the product. In this situation we have
Microsoft Dynamics CRM 2013 Case Management.
Bill Patterson, senior director
microsoft member showcase
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Bill Patterson, senior
director of Parature,
from Microsoft, uses
his time and talent
to drive technology
that creates positive
experiences between
Users and their
customers. In Q1
2014, Bill took on
a new role after
Microsoft acquired
Parature, a provider
of cloud-based
social and customer
engagement solutions
across multiple
channels. CRMUG®
caught up with Bill to
talk about the addition
of Parature to the
Microsoft Dynamics
CRM lineup as well as
his advice for creating
interactions that serve
and delight.
30 | CRMUG Magazine
Empowering Case Management with great
knowledge is a great start.
Then you can start to reach into different
channels, such as mobile, social, and email,
and turn that knowledge management into
self-service for your customers.
I believe that customer service is the
sole differentiator that an organization has
when really trying to define how they want
to be known by their customers.
We’ve all had bad customer service
experiences – and very few great customer
service experiences. The ones that are great
stand out and give a lasting impression of
an organization.
Customer service is an area where we
can use so many of the modern technology
solutions to make such a simple interaction
and routine better. So many companies
misfire at this basic exercise; it’s a shame
that more companies don’t think about it.
CRMUG: Is there any other advice you’d like to share with our readers?BP: I would encourage Users to think about
their customer service departments today
and how agile they are in working with
customers in a consistent manner regardless
of the channel (phone, email, chat, etc.).
We don’t often take that mystery
shopper exercise and experience on our
own customer service, but I encourage
readers to really think about how they’re
doing.
You should also examine your
organization’s availability. When the
support team leaves at night but a
customer still has a problem, what are the
ways in which that customer can get help
even when you’re not in the office? How
much is out there in your ecosystem as far
as self-service?
Another thing to think about is the role
that service can play in not only delivering
great service, but also driving the next wave
of products. It’s simply not enough to deliver
service that’s not frictional; it’s about creating
service that is not a barrier or blocker to
more opportunities. To break that down,
think about when somebody has a bad
customer service experience and posts about
it on social media. Friends of friends know
about the situation immediately, and a bad experience can be a deterrent to future business for the
organization that fostered the bad experience.
Truly think about the role that customer service can play in your business moving forward.
There are opportunities out there for Users to delight their customers, and I love to think that
Parature and Microsoft Dynamics CRM can be part of that interaction. CRMUG
Q2/Q3 2014 | 31
Business is changing again. We compete in a global
marketplace where margins are squeezed as the
attention of the customer is pulled by competing
brands, products, and services. The power of choice
that has transferred to the customer is increasing
at a rapid rate, and more and more businesses are looking for
ways to stand out and be different. A key differentiator is that by
offering outstanding service – that is, service that reduces the
effort of the person needing the service – the risk of customer
disloyalty is reduced. It should be noted that great service is not
a new concept as can be seen by this quote from Henry Ford: “A
business absolutely devoted to service will have only one worry
about profits. They will be embarrassingly large.”
Over the last 12 months, Microsoft has invested considerably
through improvements to Microsoft Dynamics CRM online
with the spring 2014 release (Service Pack1 [SP1] for Microsoft
Dynamics CRM 2013) as well as key acquisitions such as
Parature. These investments, combined with the investments
made over the past nine years, come together as a true enterprise
class customer service platform in what has just been released as
the Unified Service Desk (USD).
Omni-Channel Interactions
Customer choice has increased due to the way in which we
communicate and collaborate. People now have mobile devices
that are always connected and with the increase of channels
provided by the mobile platforms as well as a variety of social
channels available on the Internet, people have diverse ways of
engaging. This effects how service is delivered and consumed.
Although traditional service channels such as phone and email
are still strong, since 2009 there has been an increase in channel
diversification. Traditional call centers are now becoming contact
centers as they support an omni-channel approach. The challenge
with multiple channels is that it has created a proliferation
of software to interact with these channels, leading call center
agents to become frustrated with the different software that must
be learned to do their job as well as the constant app switching
required as they try to get a full view of the customer and the
customers’ needs, all in an effort to provide the appropriate
support.
Customers now want self-service support, and they want
to engage via web chat, instant messenger (IM), or video chat.
They want to get support via social channels such as Twitter and
Facebook or SMS from their mobile devices. They want to use
apps such as Skype and WhatsApp for real-time messaging.
Added to this increase in channels is the fact that customers
may engage via more than one channel while on the same topic.
So if the contact center member has multiple software solutions
to manage, he/she can struggle to get a complete understanding
of the customer’s needs. There is also the danger of creating
customer disloyalty to your brand if you force the customer to
switch from one channel of engagement to another. For example,
your customers may engage you for support via your company
Facebook page, but rather than giving them the support they
need in their channel of choice, you force them to visit your
website to find the information they are seeking.
Best-in-Class Case Management
To provide best-in-class support you need to look at the
tools you use for case management. With the latest release of
Microsoft Dynamics CRM, Microsoft has added to the core case
management functionality by adding greater flexibility on what
can be achieved with cases. It is now possible to create business
rules to manage case queues and prioritizations of cases. You
now have the ability to have parent/child cases. For example, if a
person called his/her local power supplier because of lost power
to his/her home, many people in that neighborhood may have
also lost power, say due to a transformer failure. So many cases
will be created about the same issue, “power failure”, by different
homeowners. These cases may be associated to a parent case
about the problem with the transformer so that when this is
resolved, the child cases would be resolved.
by Mark Smith
feature
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ENTERPRISE SERVICEBEST-IN-CLASS
W I T H M I C R O S O F T D Y N A M I C S C R M
32 | CRMUG Magazine
New functionality has been added around how cases are
escalated within the support structure of your business so that
the correct level of support is delivered by the staff skilled to
deliver that service. There is also the introduction of service
level agreements (SLAs) and entitlements that provide the
ability for you to deliver on SLAs while providing the right
level of service based on predefined agreements with your
customer.
Knowledge Management
In the last couple of years there has been an increase in the
amount of information created by any organization, and that
information needs to be managed and made accessible both
inside and outside your company for your customers. This
leads to the need to have a robust authoring tool set for that
information as well as methods to search the information in
a way that allows people to get to the information they are
looking for quickly. There is also the need to make sure that
information is accessible via multi channels. With the recent
acquisition Microsoft has made of Parature, a company with
10 years of experience in omni-channel service, we now have
a robust solution to manage information and provide it across
channel and mobile platforms.
Voice of the Customer (VoC)
Part of any good service offering is understanding what
level of service needs to be provided to meet the needs of
the customer. Any enterprise customer service solution
should provide a feedback loop so that insight can be
gained and measured and improved on. With business
rules and workflows in Microsoft Dynamics CRM, you can
provide automatic follow-up to customers to gauge their
satisfaction with the service provided. You should look at this
being delivered via the appropriate channel for the specific
customer. It could be via SMS, surveys, thumbs up/down,
or a star rating system. Common validation of the customer
voice can be CSAT (customer satisfaction score), NPS (net
promoter score), or the more recent research done around
CES (customer effort score*).
Unified Service Desk (USD)
We can see that customers want better service, we can see how
this affects the success of your business, but how can you supply best-
in-class service, across channels with disparate backend software
applications, and at the same time reduce the cost of customer care?
This is where Microsoft’s investment over the past nine years in what
was known as the Customer Care Framework (CCF), Customer Care
Accelerator (CCA), and Customer Care Desktop (CCD) (a solution
offered by MCS) now becomes known as USD, the Unified Service
Desk. This allows any organization that wants the ability to provide
best-in-class service access to a single application that will allow their
customer service staff to provide outstanding service and support. It
allows the configuration of a desktop experience that combines your
business processes, case management, multi-channel support, CRM,
and knowledge management in a single interface. With integration
into your CTI (computer telephony integration) and third-party
applications, you have a full 360˚ view of your customer so you can
offer the level of service required. With USD you can manage multiple
service engagements across multiple back-end applications in a single
view. For example, an insurance company may have multiple policy
engines for a single customer. With USD it is possible to get a single
view of the customer’s policies within the USD environment even if
those policy engines were on an AS400 back-end system.
This allows reduced training time for staff and also reduced
time spent searching multiple applications that have information
about your customer, allowing you to provide better service. If
you integrate a gamification solution such as CRMGamified®
(http://crmgamified.com), this can lead to better outcomes not
only for your customers, but also for the morale of service staff.
With the latest updates to Microsoft Dynamics CRM as well as
the investments made in service technology, Microsoft provides
an end-to-end enterprise customer service platform. CRMUG
* “The Effortless Experience: Conquering the New Battleground for
Customer Loyalty” by Matthew Dixon, Nick Toman, and Rick DeLisi
Mark Smith is a Microsoft Dynamics CRM technical consultant
at SMS Management & Technology. He can be reached at +61 408
242 185 or [email protected].
Q2/Q3 2014 | 33
Make Your Own Rules
Experlogix CPQCo g re Pri e Q o e or
i ro o i i e experlogix o
learna c adem y cor ner
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G
On-site LearningCRM
2014CRMUG SUMMIT
Make the most of
your trip to St. Louis
by taking advantage
of focused, instructor-
led classroom training
before CRMUG® Summit
2014 officially kicks off.
This training, delivered by
CRMUG Academy, is designed
to provide in-depth product
education in an interactive, hands-
on setting.
Pre-Conference
Academy Training
CRMUG Academy pre-conference training courses offer: Instructor-led classroom training environment
Focused content that dives deep into targeted functional areas
Half- or full-day course options at prices that are considerably lower than
traditional in-person classes
Here are just some of the classes we are planning for you:
Microsoft Dynamics CRM 2013 and SharePoint Integration
Deep Dive
Managing Business Processes in Microsoft Dynamics CRM 2013
Update your Skills to Microsoft Dynamics CRM 2013
Architecting Your Microsoft Dynamics CRM System
Security Workshop
Microsoft Dynamics CRM Administrator Black Belt Series
- Blue Belt
Microsoft Dynamics CRM Administrator Black Belt
Series - Purple Belt
Dashboards for the Everyday User
Use oStuff to do oMG with Your Microsoft Dynamics
CRM for Developers
Training & Beyond: Successful User Adoption for
Microsoft Dynamics CRM
Help! I Don’t Think I Have Optimal Microsoft
Dynamics CRM Performance!
Visit http://crmugsummit.com/ pre-conference-training and register today!
Q2/Q3 2014 | 35
CRMUG: How did Adxstudio Inc. start out?Shan McArthur (SM): Fifteen years ago, Doug
Schneider, Dennis Ambrose, and I started
Adxstudio (then named AppDepot Web Services
Inc.) in the business of web development. Our
early work was building web content management
systems for Customers.
We started getting Customer requests of doing
Microsoft Dynamics CRM integration with our
clients’ websites to include case management and
lead generation. We decided to re-platform our
products on top of Microsoft Dynamics CRM,
knowing the competition for basic web content
management systems was getting fairly aggressive
and our belief that the future website really needed
a full engagement platform, not just a content
management system.
We took the next few years and focused heavily on
Customer engagement features that integrate with
Microsoft Dynamics CRM. Microsoft Dynamics
CRM 4.0 gave us a very strong xRM platform
from which we could build our applications with
great agility. Four years ago, we sold part of our
base portal framework and Linq query provider
we created to Microsoft that’s now included in
their Software Development Kit (SDK). Today, we
provide businesses with web portal and application
lifecycle management solutions built for the entire
Microsoft technology stack, including Microsoft
Dynamics CRM, SharePoint, and .NET platforms.
CRMUG: Do you have any vertical specializations?SM: Yes, we work largely with the retail and
public sector industries. Public sector makes up
the largest part of our business at 40 percent.
With the growing need for 311 citizen services,
licensing and permit self-service applications,
and emergency management solutions, our web
portals are a perfect fit to putting more control
into the citizens’ hands while tracking important
information for the government.
CRMUG: Can you share any cool projects you have in the works for government?SM: If you check out www.citizenrespond.com,
you can get a better idea of how our portals can
really help government entities. Through the
use of our portals, government organizations
can improve service efficiencies, reduce
administrative burdens, and enhance citizen
engagement.
CRMUG: What are retailers most looking for in a web portal solution?SM: Retailers often look for the Customer
community, customer care, and loyalty
management capabilities. We also have product
catalog, shopping carts, profiles, and sales and
marketing functionality. Retailers want the full
customer support story, and we can provide just
that with our web portals.
COMPANY:
Adxstudio Inc.
INTERVIEWEE:
Shan McArthur, CEO/CTO
PHONE:
425-628-9380
EMAIL:
WEBSITE:
www.adxstudio.com
HEADQUARTERS:
Regina, Canada (worldwide)
and Redmond, Washington (U.S.)
CRMUG® PARTNER MEMBER
SINCE:
2009
Adxstudio Inc.
isv partner member showcase
CR
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36 | CRMUG Magazine
CRMUG: What issues do Adxstudio Portals solve for your clients? SM: Microsoft provides a great base value for internal Users with
Microsoft Dynamics CRM. We take it one step further by building
interactive websites that allow organizations to interact with their
customers online while storing all data in CRM. Our clients can
then use the CRM platform to manage their business to serve their
customers or external stakeholders better.
CRMUG: What are a few ways Adxstudio Portals helps businesses improve their customer care?SM: I will use our own company as an example, and talk about how
we provide Customer support. When we have a known issue with
one of our products, we register it as a defect in Microsoft Dynamics
CRM, and it shows up on our community site. This allows Customers
to get visibility to any known issue and to subscribe to notices for
when it is addressed. When a Customer is starting the process of
requesting support through our helpdesk application, we use case
deflection techniques such as looking up known issues, relevant
KB articles, other forum posts, and solved cases to see if we can get
the appropriate information in front of the Customer, even before
they open a help desk ticket. This allows for Customers to get to
the answers for common problems without even having to wait for
a support engineer to contact them. If that doesn’t work, they open
a ticket, and we service the Customer request using the CRM case
management application, giving the Customer an online self-service
experience throughout the entire process.
We also offer a full-engagement community solution (you can
check out our own community site at http://community.adxstudio.
com to get a sense for how these community sites work). This
includes features such as discussion forums, issue tracking, surveys,
product documentation, help desk tickets, ideas, blogs, and more. All
that from these activities is stored in their Microsoft Dynamics CRM
so our internal teams can see who’s downloaded what, what ideas
Customers voted on and liked, issues that Customers are having at
any given time, and more.
CRMUG: What sets you apart as a Microsoft Dynamics CRM ISV?SM: We work closely with the Microsoft product team to bring the
latest and greatest from Microsoft. All our versions support the fact
that we’re early adopters and supporters of Microsoft.
We are also adamant about releasing important updates and new
features on a regular basis. Portals 6, released last year, completed
the entire mobile story for our clients with responsive web
design. And now Portals 7 has greatly simplified the installation
experience through point-and-click configuration. It’s set up as a
Micro Marketplace where Customers can pick and choose what
functionality they need and easily install and maintain those
features for a smooth start-up process. Through this, Customers
are also automatically notified when new offerings are made
available.
CRMUG: Speaking of new offerings, what do your clients have to look forward to in the coming year? SM: Adxstudio is making an entrance into the Software as a Service
(SaaS) market in Q2/Q3, taking care of the hosting for our clients.
We also look forward to the latest version of Microsoft Dynamics
CRM 2013 Service Pack 1 and the customer care improvements
there. Adxstudio is fully authorized and trained to implement
Parature. Our portal roadmap includes Parature integration and
will make it easy to use Microsoft Dynamics CRM and Parature
together. CRMUG
“Adxstudio Portals provided us with the foundation we needed to effectively scale
our solution to meet the changing needs of our Customers.”
Jeff Holway, vice president of sales and marketing, Experlogix
Q2/Q3 2014 | 37
Meet us in St. Louis See a demo at Booth 843
www.perceptivesoftware.com
Meet us in St. Louis See a demo at Booth 843
NAME THAT PHOTO
CONTEST
Ah, healthcare. Such a lively topic.
What do you think was the most
popular word at the healthcare-
focused roundtable at CRMUG
Summit 2013?
Simply email your submission to
[email protected]. The
winning submission will be printed
in the magazine’s next issue.
Q2/Q3 2014 | 39
industry showcase
Manufacturing: Changing Our World One Product at a Time
Whether it’s turning the channel on your TV or getting your kid in braces, we’re all affected by the work of
these CRMUG® manufacturers. From furniture to diesel engines and fiber optics to orthodontics, these
companies are dedicated to changing our world for the better, one product at a time.
MOOG COMPONENTS
GROUP, LTD
East Aurora, New York
Moog Components Group,
Ltd provides innovative
design and manufacturing
capabilities in motion,
electronics, and fiber
optics. Both standard and
custom product solutions
are applied in industrial,
commercial, medical,
marine, aerospace, and
defense applications.
BOEING
Chicago, Illinois
Boeing is the world’s
largest aerospace company
and leading manufacturer
of commercial jetliners
and defense, space, and
security systems. A
top U.S. exporter, the
company supports airlines
and allied government
customers in 150
countries. Boeing products
and tailored services
include commercial
and military aircraft,
satellites, weapons,
electronic and defense
systems, launch systems,
advanced information and
communication systems,
and performance-based
logistics and training.
TAYLOR CORPORATION
North Mankato,
Minnesota
Taylor Corporation helps
companies of all shapes
and size communicate
their message, expand
their brands, and do
business better. Its family
of companies creates
powerful and intuitive
products, provides unique
services, and offers the
strategic thinking needed
to develop incredible
interactive, printing, and
marketing solutions.
TEKTRONIX
Beaverton, Ohio
Tektronix has more than
60 years of experience
designing test and
measurement equipment.
View a website, click a
mouse, make a cell phone
call, or turn on a TV, the
world of Tektronix has
been touched.
LUCK STONE
CORPORATION
Richmond, Virginia
Luck Stone Corporation is
one of the largest family-
owned and operated
producers of crushed
stone, sand, and gravel in
the nation. Founded by
Charles S. Luck, Jr. in 1923,
the company has thrived
under the leadership of
three generations of the
Luck family.
COLUMBIA FOREST
PRODUCTS
Greensboro, North
Carolina
Founded in 1957,
Columbia Forest Products
is North America’s largest
manufacturer of hardwood
plywood and hardwood
veneer products.
Columbia’s decorative
interior veneers and panels
are used in high-end
cabinetry, fine furniture,
architectural millwork,
and commercial fixtures.
Columbia’s products are
sold through a network
of wholesale distributors,
mass merchandisers,
and original equipment
manufacturers from three
distinct business units:
plywood, veneer, and
global services.
| CRMUG Magazine
DENTSPLY
INTERNATIONAL INC.
York, Pennsylvania
DENTSPLY International
Inc. is a leading
manufacturer and
distributor of dental
and other consumable
healthcare products. Its
broad global product
platform helps dental
professionals serve
patients’ oral healthcare
for a lifetime, from
preventive services to
tooth replacement.
DENTSPLY oral
health products range
from general dental
consumables and
laboratory products to
products supporting the
dental specialty markets of
orthodontics, endodontics,
and implants.
STORM INDUSTRIES,
INC.
Torrence, California
Storm Industries,
Inc. is an innovative
and entrepreneurial
organization with
a growing family of
companies. Over its 80-
year history, Storm has
evolved from a single brass
foundry in Los Angeles to
a highly diversified group
of businesses operating
across the globe. Its
companies manufacture
after-market replacement
parts for diesel engines,
specialized products for
irrigation groundwater,
reliable industrial
valves, and more. The
company is also involved
in the development of
commercial, industrial,
and residential real estate
projects.
WITTENSTEIN ARENA,
INC.
Bartlett, Illinois
Committed to being a
world-class partner of
intelligent mechatronic
drive technology,
servo systems, and
mechanical components,
WITTENSTEIN Arena,
Inc. uses the power of
science, innovation,
and forward-thinking
engineering to provide
cutting-edge technology
for motion. Since
pioneering the alpha servo
planetary gear reducer
in 1983, support and
motion requirements
from the market have
continued to change,
and WITTENSTEIN is
well positioned to deliver
reliable products and
services to its customers
and partners.
INTERTAPE POLYMER
GROUP
Sarasota, Florida
Intertape Polymer
Group Inc. (IPG®)
is an acknowledged
leader in the packaging
industry. Leveraging its
advanced manufacturing
technologies, extensive
research and development
capabilities, and a
comprehensive strategic
acquisition program, the
company believes it has
assembled the broadest
and deepest range of
products in the industry.
Q2/Q3 2014 |
5MINUTES
VOLUNTEER
Who interests you on social media right now?
I follow a lot of CRMUG contacts to see what they are talking
about, get new ideas, and track what is going on outside of
my industry and my small place in this world.
On my desk right now:
A mess! No, seriously, it’s full with about 10 ongoing
projects, from the next CRMUG meeting plan to a lead
qualification process flow we are developing to a new O’Neal
sales process.
My 3 goals for the rest of 2014:
1. To make O’Neal Steel the industry leader in superior
customer service
2. To make the Alabama CRMUG Regional Chapter one of the
recognized top chapters
3. To take our company to the next level in CRM adoption,
mobility, and marketing automation
What I do when I’m not at work:
» I’ve run two half marathons and am currently in training
for my third, which will be in St Louis the Saturday after
CRMUG Summit (coincidence or fate?). In September I
will be participating in the ultimate craziness of a Tough
Mudder (a 10- to 12-mile extreme obstacle course) in
Colorado. I will be running a full marathon in January at
Disney World.
» I actively participate in CrossFit which has helped my
overall well-being at work and in life.
» Besides that, I love spending time with my family (wife
and 6-year-old daughter)
» Golf and cooking
The best advice I ever received:
Never regret! Never judge! Never complain!
WITH CRMUG’S
David Goff O’Neal Steel, Inc. sales & marketing manager
CRMUG® recognizes David Goff because of his
ambitious, engaged leadership of the Alabama
Regional Chapter as well as his willingness
to share his Business Process Management
findings with the User community at
Convergence 2014, CRMUG webinars, and
Regional Chapter meetings. Thanks for your
contributions to CRMUG, David!
OF THE QUARTER
| CRMUG Magazine
Introducing The List MOBILENow you can get The List To Go!
Search for the products and services
you need with the new Mobile version of
The List! Add it to your home screen from:
www.thelistmobile.com or simply
scan the QR code below:
Table of Contents
Industry...................Page 44
Horizontal................Page 46
Services...................Page 49
The List from The Partner Channel® is your tool for fi nding the solutions available from Microsoft Dynamics® Partners. Review the various industry, horizontal, and
service off erings available and you may just fi nd exactly what you’ve been looking for! The List is unique in that it shares only those solutions and services that
work with the Microsoft Dynamics product line. We want you to spend time using the solution, not looking for it. If you have a product or service that you would
like included on The List, please contact [email protected].
NOTE: The Partner Channel and Dynamic Communities off ers no expressed or implied warranty or guarantee for any of the products included in this directory. Support and quality assurance of these software products and services are solely the responsibility of each Microsoft Dynamics Partner.
*Due to the nature of the “classifi ed” format used for The List, Microsoft Dynamics brand guidelines may not have been followed. We encourage Partners NOT to follow the example we are setting!
KEY: Axapta Great Plains Navision Solomon Customer Relationship Management Retail Management System Point of Sale
44 | CRMUG Magazine
D&B (Dun & Bradstreet) http://www.dnb.com/crmug • 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.
Liaison Software Corp
http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales. Attach supporting documentation. Use existing reports (GP report writer, SSRS, Crystal).
PaperSave http://www.PaperSave.com • 877-727-3799 PaperSave PaperSave is a Certifi ed for Microsoft Dynamics Document Management, Electronic Workfl ow & Invoice Automation solution that eliminates inherent risks and ineffi ciencies associated with paper.
Finance/Banking
AssureSign LLC
http://www.assuresign.com • 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.
T3 Information Systems http://www.t3infosystems.com • 202-419-5105 PECast PECast is a Private Equity Management software built on the Microsoft Dynamics CRM platform. Captures all data elements, processes and relationships required by private equity fi rms.
Food and Beverage
Flintfox International Limited
http://www.fl intfox.com • 404-245-5116 TPM for Dynamics Suite Integrating Trade Promotion Management processes into Dynamics. Sell-side and Buy-side, advanced pricing, planning and execution of deals, promotions, rebates and fees, plus settlement (deductions, claims, payments).
Government
Thomson Reuters, Tax and
Accounting - Government http://tax.thomsonreuters.com/aumentum 866-471-2900 Thomson Reuters Aumentum Thomson Reuters Aumentum provides government revenue mgmt. solutions.
High Tech and Electronics
Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Confi gure Price Quote) for Microsoft Dynamics CRM & ERPExperlogix CPQ solutions meet the demands of today’s competitive mar-ketplace by simplifying the process of selling customized products, accelerat-ing proposal development times and increasing quote-to-order ratios.
Industrial Equipment
Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Confi gure Price Quote) for Microsoft Dynamics CRM & ERPExperlogix CPQ solutions meet the demands of today’s competitive mar-ketplace by simplifying the process of selling customized products, accelerat-ing proposal development times and increasing quote-to-order ratios.
mcaConnect http://mcaconnect.net • 866-622-0669
NEW: Microsoft Dynamics AX for Industrial Equipment Manufacturers Leveraging a clear manufacturing industry focus, mcaConnect provides innovative Dynamics AX solutions and services for mid-market and enterprise-size manufacturers, enabling clients to achieve competitive supremacy.
I nsurance
AssureSign LLC
http://www.assuresign.com • 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.
L ean Manufacturing
mcaConnect http://mcaconnect.net • 866-622-0669
NEW: Areteium from mcaConnect Our Lean Enterprise solution bridges the gap between ERP and Lean. Backed by our breakthrough Lean toolkit, Areteium, we enable clients to make data-driven decisions to improve processes and enhance profi tability.
L ife Sciences
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your
industry-specifi c needs.
M anufacturing
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specifi c needs.
Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Confi gure Price Quote) for Microsoft Dynamics CRM & ERPExperlogix CPQ solutions meet the demands of today’s competitive mar-ketplace by simplifying the process of selling customized products, accelerat-ing proposal development times and increasing quote-to-order ratios.
Liaison Software Corp
http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales. Attach supporting documentation. Use existing reports (GP report writer, SSRS, Crystal).
M edia and Entertainment
KORE Software http://www.KOREsoftware.com • 480-240-5662 KORE ProSports™ More teams in the NFL, MLB, NBA & NHL use KORE than any other software. CRM for sponsorships, ticket sales, premium seating & media traffi cking.
KORE Software http://www.KOREsoftware.com • 480-240-5662 KORE MediaPitch™ KORE MediaPitch™ is the media indus-try’s leading platform for transform-ing a generic CRM into a media sales powerhouse.
IndustryIN
DU
STR
Y
Agriculture
Joesoftware Inc. http://www.joesoftware.com • 780-990-0220 Livestock Accelerator Producer Management and Livestock Movement/Quality Tracking accelerator
for Dynamics CRM.
Condominium Developers
CORE Real Estate Software http://www.corerealestatesoftware.com 416-644-1456 CORE Real Estate Software From marketing and sales to décor and warranty tracking, manage all aspects of condominium development within the Microsoft Dynamics platform.
Consumer Packaged Goods
Flintfox International Limited
http://www.fl intfox.com • 404-245-5116 TPM for Dynamics Suite Integrating Trade Promotion Management processes into Dynamics. Sell-side and Buy-side, advanced pricing, planning and execution of deals, promotions, rebates and fees, plus settlement (deductions, claims, payments).
Total Dynamics Solutions, LLC
http://www.totaldynamicssolutions.com 877-855-8860
NEW: CPG Toolkit for Your Entire Organization • NO User/Seat Licensing Costs• Item & Customer Profi tability• Multiple Scenario Analysis• Variance Reporting• Top-down/Bottom -up planning by skew, cust, category etc.
Cross Industry Solution
AssureSign LLC
http://www.assuresign.com • 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.
KEY: Axapta Great Plains Navision Solomon Customer Relationship Management Retail Management System Point of Sale
Q2/Q3 2014 | 45
O il and Gas
Joesoftware Inc. http://www.joesoftware.com • 780-990-0220 Remote Inventory Accelerator Web-based self-service application for tracking customer inventory stored at your site.
mcaConnect http://ax4energy.com • 877-244-6980
NEW: AX4energy Oil & Gas Solutions AX4energy provides a package of soft-ware and services designed for Oilfi eld Services companies and Downstream/Upstream operations. Includes Upstream Exploration & Production and Joint Venture Accounting.
WennSoft, Inc. http://www.wennsoft.com • 262-821-4100 Evolution Manage resources, track assets, auto-mate fi eld ticketing, improve cash fl ow.
P harmaceuticals
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specifi c needs.
P rofessional Services
JOVACO Solutions Inc. http://www.jovaco.com • 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional ser-vice fi rms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & inter-departmental capabilities.
Rockton Software http://www.rocktonconnect.com • 877-476-2586
NEW: Rockton Connect Accounting built inside Microsoft Dynamics CRM specifi cally for profes-sional service organizations.
Templeton Solutions http://www.templetonsolutions.com 561-798-9988 CRM for Professionals™ and Practice Management for Professionals™ CRM solutions that provide the ability to track and leverage client interactions and maximize revenue opportunities. Additional features include: Time & Billing, Analytics, Document Mgmt and Project Mgmt.
Retail
Avalara, Inc.
http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complex-ity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certifi cate management, fi ling and remittance solution for Microsoft Dynamics.
Total Dynamics Solutions, LLC
http://www.totaldynamicssolutions.com 877-855-8860
NEW: Retail Toolkit for Your Entire Organization • NO User/Seat Licensing Costs• Integrated Store/Merch Planning• Ticket/item/employee detail• Corporate & Store level P&Ls• Inventory analytics/optimization • Product life-cycle management
S oftware
D&B (Dun & Bradstreet) http://www.dnb.com/crmug • 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.
S oftware Manufacturers
Rockton Software http://www.rocktonconnect.com • 877-476-2586
NEW: Rockton Connect Accounting built inside Microsoft Dynamics CRM specifi cally for software companies.
S taffing/Recruiting
Joesoftware Inc. http://www.joesoftware.com • 780-990-0220 Recruitment Accelerator Web-based recruiting mgmt, resume collection & on-boarding accelerator.
W holesale Trade: Durable Goods
Flintfox International Limited
http://www.fl intfox.com • 404-245-5116 TPM for Dynamics Suite Integrating Trade Promotion Management processes into Dynamics. Sell-side and Buy-side, advanced pricing, planning and execution of deals, promotions, rebates and fees, plus settlement (deductions, claims, payments).
IND
USTR
Y
KEY: Axapta Great Plains Navision Solomon Customer Relationship Management Retail Management System Point of Sale
46 | CRMUG Magazine
Horizontal
A ccounting
Rockton Software http://www.rocktonconnect.com • 877-476-2586
NEW: Rockton Connect Accounting built inside Microsoft Dynamics CRM.
Application Lifecycle Management
Adxstudio Inc. http://www.adxstudio.com • 800-508-7811 Adxstudio ALM Toolkit Application lifecycle management for Dynamics CRM solutions and data.
Banking
T3 Information Systems http://www.t3infosystems.com • 202-419-5105 PECast PECast is a Private Equity Management software built on the Microsoft Dynamics CRM platform. Captures all data elements, processes and relationships required by private equity fi rms.
Budgeting
Total Dynamics Solutions, LLC
http://www.totaldynamicssolutions.com 877-855-8860
NEW: Budgeting & Planning ToolKit for Your Entire Organization • NO User/Seat Licensing Costs• Financial & Sales Planning• Procurement Planning• Trade Management• Secure input, consolidation, and Versioning; top-down/bottom-up
Business Intelligence
Corporate Renaissance Group http://www.trendminer-xrm.com 613-232-4295 Trend Miner Ground breaking historical trend analysis & B.I. visualization for Dynamics CRM. Go beyond a snapshot of data to reveal eye-opening trends for better planning & decision making.
D&B (Dun & Bradstreet) http://www.dnb.com/crmug • 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.
Halo Business Intelligence
http://www.halobi.com • 888-300-0219 Halo Business Intelligence Any source, data quality, rapidly deploy, predict, collaborate & mobile.
SMB Suite http://www.smbsuite.com • 888-525-6398 SMB Intelligence Grow smarter and improve effi ciency by integrating all functions of your business, with role-based dashboards, reporting, and forecasting.
Sunrise Technologies
http://www.sunriseconsult.com 336-722-6741
NEW: Sunrise BI Put data to work anytime, on any device, anywhere; enabling companies to make decisions and take action–empower-ing users beyond BI. Provides mobile, analytics, and extension/completion of transactional systems.
Total Dynamics Solutions, LLC
http://www.totaldynamicssolutions.com 877-855-8860
NEW: Business Intelligence Plus Toolkit for Your Entire Organization • NO User/Seat Licensing Costs• Dynamic Cubes (GL/Profi t/&More)• Web-based Reporting• Dashboards• Admin Tools: Security/ Scenarios/Hierarchy/ & More
ZAP http://www.zapbi.com • 415-889-5740
NEW: ZAP Business Intelligence ZAP provides 'Buy, Not Build' busi-ness intelligence for companies using Microsoft Dynamics AX, CRM and NAV. With 1000+ pre-packaged analytics, our BI deployments are rapid and deliver immediate business outcomes.
Compliance
Fastpath Solutions, Inc
http://www.gofastpath.com 515-276-1779 ext. 410 Fastpath Assure Sarbanes-Oxley segregation of duties solution with built-in audit intelligence from certifi ed Auditors. Get the data your Auditors want - Fast!
Credit Card/Check Processing
Nodus Technologies, Inc. http://www.nodus.com • 909-482-4701 CRM Charge Our secure ePayment solution will simplify credit card and eCheck pro-cessing, reduce credit card fees & help fulfi ll PCI requirements for CRM online and on premise.
Customer Relationship Management
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementa-tion and support for Dynamics to meet your industry-specifi c needs.
eBridge Connections
http://www.ebridgeconnections.com 800-755-6921 eBridge for CRM Cloud solution for seamless integration of customer & opportunity data.
Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Confi gure Price Quote) for Microsoft Dynamics CRM & ERPExperlogix CPQ solutions meet the demands of today’s competitive mar-ketplace by simplifying the process of selling customized products, accelerat-ing proposal development times and increasing quote-to-order ratios.
mcaConnect http://mcaconnect.net • 866-622-0669
NEW: CRM We are a global leader in delivering Dynamics CRM/XRM solutions. Our success is exemplifi ed by multiple Microsoft Partner of the Year awards and numerous customer success stories.
SMB Suite http://www.smbsuite.com • 888-525-6398 SMB Sales Improve the productivity of your sales team with SMB Sales. Manage all of your accounts, contacts, & forecasting with powerful dashboards that are fully integrated with Microsoft Outlook.
Visionary Software Consulting, Inc.
http://crm-rules.com • 877-276-1942 CRM Rules for Microsoft Dynamics CRM 2011 & 2013 Easily customize complex, dynamic CRM forms. More powerful than PBL.
Data Integration
D&B (Dun & Bradstreet) http://www.dnb.com/crmug • 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continu-ally updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.
eBridge Connections
http://www.ebridgeconnections.com 800-755-6921 eBridge Integration Solution The leading cloud integration platform for EDI, eCommerce & CRM systems.
Data Management
D&B (Dun & Bradstreet) http://www.dnb.com/crmug • 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continu-ally updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.
Document Management
Liaison Software Corp
http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales. Attach supporting documentation. Use existing reports (GP report writer, SSRS, Crystal).
HO
RIZ
ON
TAL
KEY: Axapta Great Plains Navision Solomon Customer Relationship Management Retail Management System Point of Sale
Q2/Q3 2014 | 47
PaperSave http://www.PaperSave.com • 877-727-3799 PaperSave PaperSave is a Certifi ed for Microsoft Dynamics Document Management, Electronic Workfl ow & Invoice Automation solution that eliminates inherent risks and ineffi ciencies associated with paper.
E-commerce
Avalara, Inc.
http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complex-ity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certifi cate management, fi ling and remittance solution for Microsoft Dynamics.
Computer Pundits Corporation
http://www.eCommerce21.com • 888-786-3487 eCommerce21® Patented B2B and B2C database driven eCommerce, fully integrated with Dynamics, for automated production of Web Storefront with intuitive navigation, SEO and full Shopping Cart for easier sales from your website.
eBridge Connections
http://www.ebridgeconnections.com 800-755-6921 eBridge for eCommerce Cloud integration with 20+ eCommerce platforms eg. Magento, Amazon, eBay.
k-eCommerce http://www.k-eCommerce.com • 734-928-6010 k-eCommerce Integrated B2B, B2C & Sales Portal websites deployed on premise or in a PCI Compliant cloud. Built-in CMS, SEO, multilingual / multicurrency capabilities & responsive web design to support mobile & tablet devices.
SMB Suite http://www.smbsuite.com • 888-525-6398 SMB eCommerce Take your business online with SMB e-Commerce. Create web storefronts, track and manage the customer buy-ing experience, and accurately process transactions, which are fully integrated with SMB Suite solutions.
EDI
eBridge Connections
http://www.ebridgeconnections.com 800-755-6921 eBridge for EDI Cloud EDI solution, no transaction fees, 1000+ trading partners.
Electronic Document Delivery (Email)/Faxing
Liaison Software Corp
http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales. Attach supporting documentation. Use existing reports (GP report writer, SSRS, Crystal).
Electronic Signatures
AssureSign LLC
http://www.assuresign.com • 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.
Field Service Management
FieldBoss http://www.fi eldboss.com 416-256-4995 ext. 221 FieldBoss - Field Service. Simplifi ed. Automates workfl ow for fi eld service companies. Increase effi ciency and reduce operating costs while improving the level of customer service.
FieldOne Systems
http://www.fi eldone.com • 201-252-8900 FieldOne Sky An end-to-end platform supporting all phases of fi eld service management including routing and scheduling, work process automation, communications, and business intelligence with support for any mobile device.
HR Management
Genbil Software http://www.genbil.com • 503-914-6304
NEW: GenbilHREasily manage all HR processes in CRM; Recruitment, Learning, Personnel
SMB Suite http://www.smbsuite.com • 888-525-6398 SMB HR & Payroll Consolidate all HR information and sys-tems with SMB HR & Payroll, including employee and benefi ts administration, employee self- service, payroll, and tax compliance.
Inventory Management
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specifi c needs.
Job Costing
JOVACO Solutions Inc. http://www.jovaco.com • 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional ser-vice fi rms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & inter-departmental capabilities.
Marketing Automation
CoreMotives, a Silverpop company
http://www.coremotives.com • 770-916-6485 CoreMotives Marketing Suite Marketing power for 1,600+ companies using Microsoft Dynamics CRM: Email marketing, Lead scoring, Web track-ing, Event management, Web forms, Surveys, and Nurture marketing – all native within your CRM.
InfoGrow Corporation http://www.CRM2Emails.com 800-897-9807 ext. 225
NEW: CRM2Email CRM2Emails off ers organizations that use MS Dynamics CRM a highly eff ec-tive e-marketing tool at their fi nger tips using the power of Constant Contact.
Occupational Health & Safety
Joesoftware Inc. http://www.joesoftware.com • 780-990-0220
NEW: Marshal Keep Operational Health and Safety records up-to-date and audit ready from the fi eld or the offi ce using Marshal.
Portals
Adxstudio Inc. http://www.adxstudio.com • 800-508-7811 Adxstudio Portals Web portal application platform for Dynamics CRM Online, 2013 & 2011.
DynamicPoint http://www.dynamicpoint.com • 562-726-4396 Employee, Vendor & Customer Portals Integrated with Microsoft Dynamics Extend crucial Microsoft Dynamics data with custom SharePoint Portals.
Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Confi gure Price Quote) for Microsoft Dynamics CRM & ERPExperlogix CPQ solutions meet the demands of today’s competitive mar-ketplace by simplifying the process of selling customized products, accelerat-ing proposal development times and increasing quote-to-order ratios.
Project Accounting
JOVACO Solutions Inc. http://www.jovaco.com • 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional ser-vice fi rms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & inter-departmental capabilities.
Reporting
Corporate Renaissance Group http://www.trendminer-xrm.com 613-232-4295 Trend Miner Ground breaking historical trend analysis & B.I. visualization for Dynamics CRM. Go beyond a snapshot of data to reveal eye-opening trends for better planning & decision making.
Sales Order Processing Enhancement
Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Confi gure Price Quote) for Microsoft Dynamics CRM & ERPExperlogix CPQ solutions meet the demands of today’s competitive mar-ketplace by simplifying the process of selling customized products, accelerat-ing proposal development times and increasing quote-to-order ratios.
Liaison Software Corp
http://www.liaisonsc.com 800-811-4618 ext. 201 Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales. Attach supporting documentation. Use existing reports (GP report writer, SSRS, Crystal).
HO
RIZO
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KEY: Axapta Great Plains Navision Solomon Customer Relationship Management Retail Management System Point of Sale
48 | CRMUG Magazine
Security
Fastpath Solutions, Inc
http://www.gofastpath.com 515-276-1779 ext. 410 Fastpath Confi g AD - Active Directory integration tool Simplify Dynamics GP, AX or CRM user provisioning with Active Directory. Single interface for managing Dynamics users improving security, saving time and money. GP solution off ers Single Sign on functionality.
Fastpath Solutions, Inc
http://www.gofastpath.com 515-276-1779 ext. 410 Fastpath Audit Trail An agile auditing tool that records changes to all Dynamics databases for easy analysis and reporting. You can know what changed, who changed it and the before and after values. Real information, real results.
Supply Chain Management
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementa-tion and support for Dynamics to meet your industry-specifi c needs.
Sy stem Enhancement
DynamicsDownloads
http://www.DynamicsDownloads.com 419-581-2300 DynamicsDownloads Looking for a Dynamics Add-On Solution? Search, Buy and Sell here!
Tax
Avalara, Inc.
http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complex-ity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certifi cate management, fi ling and remittance solution for Microsoft Dynamics.
Time and Attendance
JOVACO Solutions Inc. http://www.jovaco.com • 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional ser-vice fi rms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & inter-departmental capabilities.
Trade Promotion Management
Flintfox International Limited
http://www.fl intfox.com • 404-245-5116 TPM for Dynamics Suite Integrating Trade Promotion Management processes into Dynamics. Sell-side and Buy-side, advanced pricing, planning and execution of deals, promotions, rebates and fees, plus settlement (deductions, claims, payments).
Workflow / Notifications
DynamicPoint http://www.dynamicpoint.com • 562-726-4396 SharePoint Workfl ow Solutions that Integrate with Microsoft Dynamics Custom SharePoint workfl ows integrated with Dynamics GP, NAV and CRM.
Integrity Data
http://www.u-linc.com 217-732-3737 ext. 0203 U-LINC®, Powered By Integrity Data Workfl ow and notifi cations anytime, anywhere in Microsoft Dynamics. Works seamlessly within and across your existing system, is fl exible and easy to use, improving organizational performance.
PaperSave http://www.PaperSave.com • 877-727-3799 PaperSave PaperSave is a Certifi ed for Microsoft Dynamics Document Management, Electronic Workfl ow & Invoice Automation solution that eliminates inherent risks and ineffi ciencies associated with paper.
HO
RIZ
ON
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“Data Masons fi nds The List as a “must have” for Microsoft Dynamics Customers.
If you are looking for an ISV solution to round out your Microsoft Dynamics ERP
investment, there is only one all-inclusive source for this to date; The List.”
Dennis BruceData Masons Software
Have The List help you like it helps Data Masons Software:
KEY: Axapta Great Plains Navision Solomon Customer Relationship Management Retail Management System Point of Sale
Q2/Q3 2014 | 49
.NET Development
Isis, Inc. http://www.isisinc.com • 804-762-4200 Isis .NET Development Isis provides cost eff ective outsourced .NET development (C#, VB.NET, ASP.NET, C++) to our partners and customers worldwide at reduced rates as low as $20 per hour depending on project size and skill set required!
Application Service Provider/Hosting
Myappsanywhere
http://www.myappsanywhere.com 888-636-HOST Premier Cloud Computing Provider Myappsanywhere provides a complete go-to-market integrated cloud solution delivering 99.999% uptime, customiza-tions, no minimums and secure storage in its privately-owned SSAE 16 Type 2 data center facilities.
MG Technology Group
http://www.mgtechgroup.com/about-us/partner-program/ • 866-350-9310
NEW: Dedicated Dynamics ERP Hosting Services - 99.999% SLA, SSAE16 11+ years experience, you own the customer relationship, 100% US support.
Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label “Dynamics Cloud Business in a Box™” Cloud & Hosting Services for Dynamics Partners Don’t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Program—YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract. WE make YOU look like a Cloud Expert!
OneNeck® IT Solutions LLC http://www.oneneck.com • 480-315-3000 Dynamics Hosting and Managed Services Provider OneNeck® provides a comprehensive, fl exible suite of Microsoft Dynamics hosting and managed services designed to help companies improve system per-formance and leverage their Dynamics AX enterprise application.
RoseASP http://www.roseasp.com • 858-794-9403 RoseASP RoseASP has been hosting Microsoft Dynamics and ISV solutions since 2000. Subscription pricing available on dedicated or shared infrastructure with regular backups. 21 CFR Part 11 Compliant. Guaranteed 99.5% uptime.
WatServ http://www.watserv.com 866-531-2598 ext. 2311 Hosting and Cloud Computing for Microsoft Dynamics ERP and CRM WatServ is one of North America's largest, most experienced providers of Cloud Computing services for Dynamics AX, Nav, GP, SL & CRM.
Closing Sales
InsideView http://www.insideview.com/microsoft 415-728-9363 InsideView CRM Intelligence Real-time company and contact informa-tion inside CRM that helps you engage more eff ectively with customers and prospects.
Cloud Computing
Data Resolution, LLC
http://www.dataresolution.net • 877-878-9108 ERP Clouds Data Resolution is dedicated to delivering private ERP cloud services branded as the partners brand. We keep all of our cloud customers optimized & working 24 hours a day, worldwide for the last
11 years.
GoIWx, Inc. http://www.goiwx.com • 952-258-6329 Cloud Hosting Services for Dynamics ERP and CRM Simplify your business in the Cloud. 30 day free trials available.
Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label “Dynamics Cloud Business in a Box™” Cloud & Hosting Services for Dynamics Partners Don’t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Program—YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract. WE make YOU look like a Cloud Expert!
OneNeck® IT Solutions LLC http://www.oneneck.com • 480-315-3000 Dynamics Hosting and Managed Services Provider OneNeck® provides a comprehensive, fl exible suite of Microsoft Dynamics hosting and managed services designed to help companies improve system per-formance and leverage their Dynamics AX enterprise application.
Reviora http://www.reviora.com • 813-344-1600 Cloud ERP hosting Cloud hosting for Dynamics ERP/CRM. Enterprise-class delivery.
SMB Suite http://www.smbsuite.com • 888-525-6398 SMB Suite Grow smarter with SMB Suite’s fully-integrated Microsoft Cloud ERP, CRM, and eCommerce solutions for small and mid-sized businesses.
WatServ http://www.watserv.com 866-531-2598 ext. 2311 Hosting and Cloud Computing for Microsoft Dynamics ERP and CRM WatServ is one of North America's largest, most experienced providers of Cloud Computing services for Dynamics AX, Nav, GP, SL & CRM.
Custom Development
Isis, Inc. http://www.isisinc.com • 804-762-4200 Isis Custom Development Isis provides cost eff ective outsourced custom development (C#, VB.NET, ASP.NET, C++) to our partners and custom-ers worldwide at reduced rates as low as $20 per hour depending on project size and skill set required!
KTL Solutions, Inc. http://www.ktlsolutions.com • 866-960-0001 Custom Development We are a certifi ed .Net and Dexterity development group with over 15 years experience. Provide us with your require-ments for a free estimate.
Data Services
D&B (Dun & Bradstreet) http://www.dnb.com/crmug • 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.
Demand Generation
D&B (Dun & Bradstreet) http://www.dnb.com/crmug • 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.
Email Marketing
InfoGrow Corporation http://www.CRM2Emails.com 800-897-9807 ext. 225
NEW: CRM2Email CRM2Emails off ers organizations that use MS Dynamics CRM a highly eff ec-tive e-marketing tool at their fi nger tips using the power of Constant Contact.
Implementation Services
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specifi c needs.
Services
SERV
ICES
KEY: Axapta Great Plains Navision Solomon Customer Relationship Management Retail Management System Point of Sale
50 | CRMUG Magazine
Managed Services
OneNeck® IT Solutions LLC http://www.oneneck.com • 480-315-3000 Dynamics Hosting and Managed Services Provider OneNeck® provides a comprehensive, fl exible suite of Microsoft Dynamics hosting and managed services designed to help companies improve system per-formance and leverage their Dynamics AX enterprise application.
Market Research
D&B (Dun & Bradstreet) http://www.dnb.com/crmug • 952-393-3773 D&B360 for Microsoft Dynamics D&B360 integrates with Dynamics CRM, giving users access to continually updated business data on 225M+ companies and 100M+ professional contacts, and includes real-time feeds from LinkedIn, Twitter, and others.
Marketing Planning & Services
Looking Glass Marketing
http://www.lookingglassmarketing.com 614-453-5927 Cost-eff ective Marketing Solutions for Microsoft Dynamics Partners Award-winning outsourced marketing services including lead generation, nurture marketing, email marketing, web design/SEO, content development.
The Partner Marketing Group
http://www.thepartnermarketinggroup.com 605-574-9432 Microsoft Approved Vendor for Dynamics Marketing Consulting From strategic marketing plan develop-ment to the critical daily execution, this Microsoft experienced team can help fi ll your sales pipeline.
Tornado Marketing, Inc.
http://www.tornado-marketing.com 608-213-0377 Marketing Consulting Tornado Marketing off ers high-impact, highly eff ective marketing consulting. 10+ years in the channel. Websites. SEO. Copywriting.
Member Organizations
Dynamic Communities
http://www.dynamiccommunities.com 877-324-8880 Microsoft Dynamics User Groups - AXUG, CRMUG, GPUG, NAVUG The User Groups are independent communities that empower Microsoft Dynamics users to connect, learn and share experiences to improve their use of and ROI on their solution. User & Partner memberships are available.
OnDemand Trials
RoseASP http://www.goERPcloud.com • 855-ERP-CLOUD ERP Cloud Trials Test drive preconfi gured Microsoft Dynamics industry specifi c demo environments with integrated ISV so-lutions built for the web. goERPcloud trials help users understand the power of Dynamics and the cloud.
Partner Support Service
DFC Consultants, Ltd http://www.DFCconsultants.com • 800-277-5561
NEW: Expert WennSoft Support Get expert WennSoft support for your customers from an Executive Partner.
Plumbline Consulting, LLC.
http://www.PlumblineConsulting.com 419-581-2300 Partner Support Services Leverage our Partner Support Services, including Support, Custom Development & Implementation Assistance to expand your off erings. 25+ yrs.
Sales Tax Management Service
Avalara, Inc.
http://www.info.avalara.com/TheList 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complex-ity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certifi cate management, fi ling and remittance
solution for Microsoft Dynamics.
SharePoint Development
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your industry-specifi c needs.
DynamicPoint http://www.dynamicpoint.com • 562-726-4396 Your Source Exclusively for Microsoft Dynamics & SharePoint Integration Portals, Business Automation & Custom Products integrated with Dynamics.
Social Media
The Partner Marketing Group
http://www.thepartnermarketinggroup.com 732-237-8795 Butterfl y Publisher Join Dynamics partners on Butterfl y, a publishing & lead capture platform that makes your social, blog & newsletter marketing more eff ective!
Software Development Consulting
Isis, Inc. http://www.isisinc.com • 804-762-4200 Isis Consulting Isis provides cost eff ective outsourced software consulting to design, build, & test the software your clients need worldwide at reduced rates as low as $20 per hour depending on project size and skill set required!
Strategic Services
mcaConnect http://www.mcaconnect.net • 866-622-0669
NEW: mcaConnect Strategic Services Strategic Services allow our clients to strategically leverage technology to achieve competitive supremacy. Off erings include: business transforma-tion, Lean/manufacturing excellence, and Strategic BI services.
Training
Accolade Publications, Inc.
http://www.accoladepublications.com 321-206-4690 Training Manuals User and Training Manuals for MS Dynamics GP, AX, SL, NAV, and CRM. Professionally Written--User Readable from Your Dynamics Education Experts.
Martin & Associates http://www.martinandassoc.com 513-772-7284 ext. 118 GP, CRM, and Management Reporter Training Hands on training at our Cincinnati location. GP classes include Financials & Supply Chain. CRM classes are Sales Management & Marketing Automation. We also off er Management Reporter classes. See website for details.
Upgrades
Armanino http://www.amllp.com/microsoft-dynamics 925-790-2600 Armanino A Gold Certifi ed ERP/CRM Partner, we provide award-winning implementation and support for Dynamics to meet your
industry-specifi c needs.
Writing/Documentation Services
The Partner Marketing Group
http://www.thepartnermarketinggroup.com 605-574-9432 Blogs, Case Studies, Infographics, Websites Use 'content marketing' to build your brand and drive prospects into your sales pipeline.
“The List on my mobile phone is so convenient! Last year at Convergence, one of our customers was in search of
a BI solution specifi c to Microsoft Dynamics GP and I was able to quickly pull up several ISVs for them to further
investigate from The List on my mobile phone. 3 clicks and less than a minute, and they were off with a plan.”
Tiff any AllenDynamicPoint
Have The List help you like it helped Tiff any with DynamicPoint:
SER
VIC
ES
Dialogs
Dialogs
Dialogs
DialogsDialogs
Dialogs
Dialogs
Inquiries
Compliments
ComplaintsCustomer Service
HR Processes
User Registration
DialogsTelesales
Supports Microsoft Dynamics CRM 2011, CRM 2013 and CRM Online
for
DialogsAdvisory Services
DialogsService Requests
DialogsTechnical Support
• Reduces transaction time and costs
• Reduces training costs, initially and on-going
• Improves CRM user adoption
TKDialogs: Call Scripting and so much more
Call scripting and Intelligent web forms for Microsoft Dynamics CRM
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