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Convergence 2014 – CRM Roadmap Recap

 

Conver.pngAt last week’s Convergence 2014 in Atlanta, Microsoft made many exciting announcements.  There a lots of new features in Dynamics to look forward to. Below is a summary of some of the things that excited us at the event.    

 

Best Quote of the conference “Companies must become masters of the new ‘’nonstop customer’’ experience, analyze the data on customers’ behavior for new opportunities, and influence their customers’ choices.” – Robert Wollan ,  Author of The Social Media Management Handbook

 

It is very refreshing to see Microsoft Dynamics gaining true momentum in the enterprise space. Key customers who presented in the opening keynote including Chobani, City Harvest Inc, Delta Air Lines, Lotus F1 Team, New Belgium Brewery, and Weight Watchers.  Microsoft also announced that the next release of Dynamics CRM will be released in Q2 2014. Key features to be rolled out over this year include Integrated & rebranded Marketing Pilot, Unified Service Desk with closer integration to recently acquired Parature, and Microsoft Social Listening powered by Netbreeze.

 

CRM Roadmap for 2014

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Eight releases are planned this year -- code named Leo (Customer Services), Subra (Social Listening), Mira (Marketing), Libra, Vega, Hydra (Social Listening) and Electra (Marketing).

Leo Q2 2014 will be for both online and on-premise. Training blitz sessions are planned for partners and customers in April 2014.

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With the Parature acquisition, Microsoft brings truly enriching customer service components to CRM:

 

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  • Offers Self-Service channels to end customers and connected them with service reps with social tools.

  • Provide 24/7 answers and information with self-serve knowledgebase. 

  • Parature Live Chat provides customers with instant and personalized online support

  • Parature Social Customer service for Facebook and twitter pages.

  • Auto Case creation based on responses.

  • Reduces the volume of customer support requests via phone and email

Application Screenshots

Leo: Unified Service Desktop

 

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  • USD (Unified Service Desktop) pulls  in Call Scripts, CRM, and other apps in one screen

  • Max sessions supported = 10; Default will be 3.

  • Call metrics is shown real time 

Leo: Escalation Rules

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Escalation Rules allow you to set to whom and when a case should be escalated.

 

Leo: Administration Area

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Develop robust SLA’s for delivering different tier’s of care for respective customers.

Leo: Default SLA

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Real time SLA Implementation.

 

Parature: Online Self-Serve

 

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 BusinessUSA.gov keeps its branding while Parature widgets run in background.

 

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 A live example of Parature is help.ask.com which serves over 100 million people, supported by a team of five staff members.

 

Parature: Knowledge Articles

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User searches for Knowledge articles and blogs.

Parature: Facebook Help

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 Self-help on facebook; Parature runs 6 of the top 10 facebook apps.

 

Licensing

  • Microsoft will introducing “Enterprise” Licensing for Dynamics CRM which sits above current essential, basic and professional tiers.

  • Unified Service Desktop (USD) is only an enterprise feature.

  • CRM Online pricing:

    • Professional License 65$/user/Month

    • Enterprise License 200$/user/Month

  • CRM on-premise user will have an incremental increase in license costs per seat.

Microsoft continues to add features to help their customers improve their nonstop customer experience capabilities.  HP looks forward to helping our clients to leverage the new functionality and establish an omni-channel solutions with Dynamics.

 

Were you at Convergence 2014?  What announcements and features are you most excited about?  Share your feedback and insights by posting a comment to this blog.

 

 

About the Author

 

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Shefali Dua is leading Worldwide Strategy and Solution Innovation team for the BPaaS Practice at HP Enterprise Services as the Solution Innovation Manager. She responsible for planning and delivery of industry solutions across verticals like social media, big data, mobility and security on the HP Enterprise Cloud offering  for CRM Technologies. She is also driving Enterprise Application Development initiatives as the Solution Architect for the HP CRM Americas Practice for strategic engagements.  She is reachable at Shefali.Dua@hp.com .

Follow at: LinkedIn  Twitter

 

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About the Author
Shefali Dua is leading Worldwide BPaaS Strategy & Solution Innovation team at HP Enterprise Services as the Solution Innovation Manager. Her...


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