1. Collaboration: Dynamics ERP & CRM

2. Agenda: Collaboration - Dynamics ERP & CRM
Fullscope Overview
Dynamics CRM Functionality – Audience Poll
Dynamics AX – CRM Integration Status – Audience Poll
Integration Process Considerations
Brief Comments on Common Data Service & FS Integration Tool
Closing Comments and Questions

5. CRM integrated with Others
Alythia ERP – CRM Integrations
CRM integrated with:
CRM integrated with:
SAP & Oracle
CRM integrated with Others
Since we are talking about integration issues between CRM and ERP it is important to know that Fullscope has integrated many of our CRM customers with AX or with other ERP solutions.
In fact, to get these integrations done in a fast, repeatable way, Fullscope developed our Integration Tool Kit. ITK is not specific to AX, and has been used with many ERP solutions as our CRM team is working with companies regardless of their ERP solution.
One more thing about Fullscope and we will dive into the discussion………

6. A Rose by Any Other Name is …
As we get started, Microsoft’s name for CRM and ERP has evolved over time, so I’m expecting that we will hear people use CRM, Dynamics CRM, Microsoft CRM and Customer Engagement, so just be aware of that.
It is important to know that in the D365 world, that a combined CRM/ERP license is available at a lower cost than purchasing the two separate licenses.
You may hear me refer to Unified Operations as ERP, D365fO, AX or even AXAPTA sometimes!

7. Project Service Automation
Dynamics 365
Intelligent business applications in the cloud
Microsoft AppSource
Marketing + Adobe
Sales
Customer Service
Field Service
Project Service Automation
Operations
Microsoft Dynamics 365
Customer Insights
Azure IoT
Power BI
Cortana
Intelligence
To recap, Dynamics 365 is breaking the business application paradigm. It brings together business applications with the best of Microsoft – in productivity, collaboration, intelligence and platform to give you and your business the right set of tools to grow, evolve and transform.
Common application platform: PowerApps, Microsoft Flow, Common Data Model

8. Dynamics 365 Integrated World:

9. Audience Participation Time:
What CRM Solution have you deployed? Went live when?
Other than SFA, what other functionality have you deployed in CRM?
Who has integrated ERP with CRM (and tell us your story)?
What were the desired Business Outcomes? Measure SUCCESS?
Those who have integrated, any designation of System of Record?
These inter-relationships can be simple and complex…….
A big part of today’s time together depends on ya’ll telling your stories where applicable. You can teach each other more than I can present to you and discussions that start now can continue without a sales guy in the middle!
We listed the CRM and ERP systems earlier. Did anyone join us since then whose company is not on the board?
Let’s talk about CRM as more of an XRM solution. Aside from SFA, who is using CRM as a System of Record for other functional areas? Fill in the blanks on the board.
Great, thanks….now has anyone integrated CRM with the company ERP solution? Fill in the blanks on the board.
Thank You and we will come back to these shortly…….
The topic of the day is getting CRM and ERP integrated. This isn’t all that simple. The actual mapping isn’t crazy complex, but the collaborative discussions in a company where process flows are decided can be pretty complex. Many processes are in silos to begin with, and many processes may have been chipped in concrete long ago!
But just determining where and when the best places and times are to produce an invoice, track project detail, look at or update inventory levels and on and on is not simple and requires a great deal of discussion.
Software doesn’t create transformation, it should be supporting and automating the business processes that enable the company to produce the goods and services that its customers want. So a great deal of the discussion is around how to best flow the process where value is delivered to the customer and that is a lot of work in itself.
The next couple of slides are process flows and might look a little complex. Fullscope took quite a bit if time with customers to walk through the discussions that created these process flows. Let’s look at Customer Service as the first example……..

10. CS Business Outcome Objectives:
Increase Customer Satisfaction Survey Scores – Metrics?
Fast connection / Fast, competent resolution
Easy to do business with
Drive out Waste in CS Delivery – Metrics?
Number of calls managed per time frame
Speed to competent resolution – access to info/training/ability
Amount of resolution time post call
Resource Utilization
A big part of today’s time together depends on ya’ll telling your stories where applicable. You can teach each other more than I can present to you and discussions that start now can continue without a sales guy in the middle!
We listed the CRM and ERP systems earlier. Did anyone join us since then whose company is not on the board?
Let’s talk about CRM as more of an XRM solution. Aside from SFA, who is using CRM as a System of Record for other functional areas? Fill in the blanks on the board.
Great, thanks….now has anyone integrated CRM with the company ERP solution? Fill in the blanks on the board.
Thank You and we will come back to these shortly…….
The topic of the day is getting CRM and ERP integrated. This isn’t all that simple. The actual mapping isn’t crazy complex, but the collaborative discussions in a company where process flows are decided can be pretty complex. Many processes are in silos to begin with, and many processes may have been chipped in concrete long ago!
But just determining where and when the best places and times are to produce an invoice, track project detail, look at or update inventory levels and on and on is not simple and requires a great deal of discussion.
Software doesn’t create transformation, it should be supporting and automating the business processes that enable the company to produce the goods and services that its customers want. So a great deal of the discussion is around how to best flow the process where value is delivered to the customer and that is a lot of work in itself.
The next couple of slides are process flows and might look a little complex. Fullscope took quite a bit if time with customers to walk through the discussions that created these process flows. Let’s look at Customer Service as the first example……..

11. Example of Customer Service Flow: D365CE & FO
Business Outcomes?
We try to get customers to start with the end in mind….What are the desired Business Outcome – Cost reduction, internal, quick response with correct answer and problem solved. We will talk about automating a great deal with portal later.
We start with CRM on the top (Customer Engagement in MS speak) and ERP (Operations in MS speak) under the dotted line.
Now who in the group had the CS in CRM and ERP integrated? Can you tell us a little about what it took to decide how all that would work?
Great! Thanks for those insights.
There are some similarities in this example. Fullscope worked with this customer to determine that (click to reveal) this was the flow to start a CS ticket or event.
But ERP was the system of record for some information required for that ticket and so part of the integration populated that ticket (click to reveal).
The rest of the flow of meeting the customer need went like this (click to reveal)……
And then the results were integrated back to Dynamics AX like this (click to reveal)….
Good news is that Fullscope built a tool called the Integration Tool Kit to make whatever integration points are necessary a lot easier, quicker and less costly.
Any insights or perspectives you want to share before we move to Field Service?
What is Missing From This Picture?

12. Field Service Automation Business Outcome Objectives:
Increase Customer Satisfaction Survey Scores – Metrics? -
Fast Response / Fast, competent resolution
Easy to do business with - Predictive? / MTBF reduction? / IoT?
Renewed / Converted Contracts / Warranty management
Drive out Waste in FS Delivery – Metrics?
Number of issues managed per time frame
Speed to competent resolution – info/training/ability – MTTR
% First Visit Resolutions FTFR
Resource Utilization / % Billable Tech Time / Travel Time
Materials Management
Days Sales Outstanding Reduction
A big part of today’s time together depends on ya’ll telling your stories where applicable. You can teach each other more than I can present to you and discussions that start now can continue without a sales guy in the middle!
We listed the CRM and ERP systems earlier. Did anyone join us since then whose company is not on the board?
Let’s talk about CRM as more of an XRM solution. Aside from SFA, who is using CRM as a System of Record for other functional areas? Fill in the blanks on the board.
Great, thanks….now has anyone integrated CRM with the company ERP solution? Fill in the blanks on the board.
Thank You and we will come back to these shortly…….
The topic of the day is getting CRM and ERP integrated. This isn’t all that simple. The actual mapping isn’t crazy complex, but the collaborative discussions in a company where process flows are decided can be pretty complex. Many processes are in silos to begin with, and many processes may have been chipped in concrete long ago!
But just determining where and when the best places and times are to produce an invoice, track project detail, look at or update inventory levels and on and on is not simple and requires a great deal of discussion.
Software doesn’t create transformation, it should be supporting and automating the business processes that enable the company to produce the goods and services that its customers want. So a great deal of the discussion is around how to best flow the process where value is delivered to the customer and that is a lot of work in itself.
The next couple of slides are process flows and might look a little complex. Fullscope took quite a bit if time with customers to walk through the discussions that created these process flows. Let’s look at Customer Service as the first example……..

13. Dynamics 365 Integration for Field Service
To see an example of how you can synchronize a work order between Field Service and Finance and Operations, watch the short YouTube video How to synchronize a work order with Microsoft Dynamics 365 Integration.

14. Example of Field Service Flow: D365fS & D365FO
Business Outcomes?
Similarly, we start with CRM over the dotted line and ERP under the dotted line.
Let’s look at the board and we see that what companies have deployed FS in CRM/ERP. Just like the CS folks told us their story, what did your company do to define the process flow and then the integration necessary? What did you use to integrate the two? How is that working for you?
Thanks X and Y for the insights into how you got that done!
Here’s another Fulllscope customer Flow, but this time for FS. Same idea as in the CS flow…..the flow is revealed gradually and I speak to it. I’ll talk about inventory and ask about ECO / BOM control, PM, Warranty, Procurement as time allows.
Again, Fullscope built the ITK application to allow us to integrate any elements of CRM into ERP, so once the flow is established, we have the software to support and automate it.
Any insights or perspectives?
Key here is that there is no one right answer. Two companies producing the same products and services may come out with different process flows. Check out this next slide……

15. Two Other Possible Integration Challenges
And here’s a scary thought adding more complexity to the “System of Record” decision discussion……
What if we sell some of our products through eCommerce? Does the eCommerce feed off of CRM and create quotes there, or tap off of ERP?
What if we have a configurable product? Should it sit in front of CRM or should it work directly with ERP?
Lots of complicated decisions here totally apart from the question of any integration scenario. Be sure to have consultants working with you who have done this before and you’ll save a lot of time, money and exasperation!
Configure to Order

16. Dynamics 365 Equipment Dealer Solution
2 SIMILAR CUSTOMERS – 2 DIFFERENT INTEGRATIONS
AX Equipment
Dealer Solution
Dynamics 365 Equipment Dealer Solution
Both of these customers are Heavy Equipment distributors. They don’t manufacture the products.
They use a Dynamics AX ISV solution specific to Heavy Equipment distribution. And they use a Fullscope CRM solution specific to Heavy Equipment distribution.
But check out the red data elements on the right, which the customer on the left is not moving to CRM. And check out the 3 arrows pointing from CRM to ERP for customer 1, but the two arrows from CRM to ERP from customer 2.
Two extremely similar customers where it is quite possible that their “special sauce” of competitiveness resides in how they deliver the value the customer is looking for, and therefore their CRM / ERP process is probably different, and certainly we can see that the integration points are significantly different.
Comments or insights?
Depending on time, I’ll move either to the next slide and talk through it asking if anyone has deployed CTO or eCommerce with their CRM/ERP OR>……..
The last three slides bring the enterprise system together and make it work as a whole. This is the Fullscope commercial I promised at the beginning……

17. Bringing it All Together: Last Two Components of the Fullscope Overview
I want to briefly talk about two components that Fullscope can bring that make the enterprise of multiple applications work tightly together……

18. Component 1: Bi Accelerator
Data Warehouse for Mulitple Apps
Multiple Applications usually result in multiple data silos where compiled reporting is almost impossible.
And even if you are using AX2012 and CRM, combined reporting is a challenge. You also know that creating reports from linking many of the tables can be daunting and expensive. Can also ding performance badly in many cases!
Fullscope came up with a solution we call the BI Accelerator which will get you to a Data Warehouse in AX2012 in less than a day that you could be using Power BI against. Won’t be finished in a day, but you can actually be using it that day. We are compressing the thousands of tables into about 70 tables and reporting is suddenly much, much simpler, quicker and less costly.
You can then add many other data sources as you see in this picture of one customers schema. Our ETL tool insures best practices in building, and populating the data warehouse.
And one other component to bring it all together……

19. Component 2: Fullscope Digital Offerings
Customer Engagement
Modern Workplace
Operations
Finance
Internal Applications and Stakeholders
Planning:
Audit
Education
Roadmap
Solutions:
Intranet – Internal Communications
Collaboration
Information Management
Document Management
Enterprise Search
Project Management
Dashboards
Migrations
To SharePoint 2016 on prem
To Office 365
D365 Integrations
Office 365 Groups
Flow
LIGHTING IT ALL UP!
We call it “Lighting it all up!”. Fullscope partners with customers to add the Customer/Dealer/Vendor portals, the Outlook connectivity, the data consumption patterns and document storage in Share Point or other applications. Mobile access in elegant, user friendly screens.
How to best leverage Azure and then providing a tool to manage use of Azure and reduce Azure subscription cost very significantly.
This is all under Fullscope Digital Services.
Talk to me about how we might help in this area!
And that’s it for the commercial!
Microsoft Cloud
Azure, Power BI, CDS, Flow, Integration, Logic Apps, Mobility

20. Final Questions? Answers? Perspectives?
Summarize the objective, what we discussed and then thank everyone for the engaging discussion.

21. Thank you! HOW CAN ALITHYA HELP? Michael.Hull@Fullscope.com
Mike Hull:
Thank you!

22. Dynamics 365 Equipment Dealer Solution (CRM)
Large Equipment Dealer #1: AX2012 and Dynamics 365fS
Integration Toolkit
Accounts
Contacts
NAXT Equipment
Dealer Solution
Equipment
Dynamics 365 Equipment Dealer Solution (CRM)
Opportunities
Sales People
Divisions
Leads
Quote Header
Service Calls
Projects
CSAs Header
Warranties
Revenue Summary

23. Dynamics 365 Equipment Dealer Solution
Large Equipment Dealer #2: AX2012 and Dynamics 365fS
Integration Toolkit
Accounts
Contacts
Equipment
NAXT Equipment
Dealer Solution
Dynamics 365 Equipment Dealer Solution
Sales People
Quotes and Lines (Parts)
Sales and Lines (Parts)
Quotes and Lines (Service)
AR Open Invoices
Service Calls
Rental Contracts/Lines
Region/Branch
Labor Rates
CSAs and CSA Lines
Warranties
Revenue Summary (from DW)

24. Specific to Fullscope CRM / Dynamics 365 for Sales
Fullscope awards – a winning approach
2016 Microsoft Dynamics – Inner Circle Member
2015 Microsoft Dynamics – Inner Circle Member
2015 Microsoft Dynamics Industry – Manufacturing Partner of the Year Finalist
2015 Microsoft Dynamics Cloud CRM Partner of the Year - Finalist
Customer Excellence Awards : Industry : Manufacturing - Winner Victrex
Customer Excellence Award : Business Visionary – James Fleming
2014 Microsoft Industry Partner Program – US & EMEA
2014 Microsoft Dynamics Cloud Partner of the Year
2014 Microsoft Dynamics Presidents Club - Inner Circle Member
2013 Microsoft UK Country Partner of the Year – Finalist
2013 Microsoft Dynamics Presidents Club - Inner Circle Member
2013 Microsoft Dynamics US East Region CRM Online Partner of the Year
2012 Microsoft Dynamics Cloud Business Excellence Partner of the Year
2012 Microsoft Dynamics Presidents Club - Inner Circle Member
2011 Microsoft Dynamics Cloud Business Excellence Partner of the Year
2011 Microsoft Dynamics Presidents Club
2010 Microsoft Dynamics Presidents Club
Zero2Ten, an Edgewater Fullscope company, has been at the forefront of Dynamics CRM for many years and has been awarded multiple partner of the year accolades by Microsoft. No one else has our depth and breadth of experience with Dynamics CRM.