Presentation on theme: "Adding New Services making a difference! Lars Ahlgren Sales Lead Dynamics Services Microsoft Dynamics."— Presentation transcript:
Adding New Services making a difference! Lars Ahlgren Sales Lead Dynamics Services Microsoft Dynamics
Strengthening Dynamics Support Your Feedback 1.“Deluxe needs to be better integrated with Premier!” 2.“We want partners to do a better job during implementation!” 3.“We need help not only during operations” Our Action 1.Dynamics Support will feature with specific line items on the Premier menu 2.We have just revamped all our Dynamics Implementation Methodologies 3.We will launch a new set of stand-alone short term consulting services 1.Dynamics Support will feature with specific line items on the Premier menu 2.We have just revamped all our Dynamics Implementation Methodologies 3.We will launch a new set of stand-alone short term consulting services for You
MS Deluxe Support Services : Microsoft Responsibility for the Dynamics Solution Long Lasting Commitments for years Our ability to work alongside you for your productive success A Direct Relationship with Microsoft Dynamics Support
Deluxe Support is for customers with: –Requirement for direct relation with Microsoft Direct dialog with Microsoft to drive support solutions Proactive support directly available from the source Advice re customers supportability needs –Critical installation Customers with Business Critical Installation Business strongly impacted when system down Business running 24*7 –Distributed installation Support for Multi site/Global Local language support Coordination between countries Different time zone coverage Customized installation by partner with additional ISV/IBI products and integrated software from Microsoft and other vendors. Is Deluxe a service for you? Dynamics Support
Specific Dynamics Support for Premier Today: Deluxe Exhibit provides Premier Customers with access to the full Deluxe Services with a TSAM etc. Your Feedback of “need better integration with Premier” results: Premier will facilitate specific Dynamics Support Services such as: –Technical Service Account Managers for Microsoft Dynamics –Health Checks and Support ability review for Microsoft Dynamics –Resolution Service involving and interacting with Partner Solutions Premier will continue to deliver: –One point of contact with the Technical Account Manager –Integration with other Microsoft Technologies (SQL, Biz Talk, etc.) –Full range of support services for all MS products directly to customers Dynamics Support
Investing in our Partners “We want partners to implement the Dynamics Technology better!” Implementation Methodologies
What Is Microsoft Dynamics Sure Step? A methodology and set of tools to help with implementation, optimization, and upgrade of core Microsoft Dynamics solutions Unifies project management principles with an implementation methodology and solution-specific guidance and tools Built for partners and Microsoft ® Consultants to help increase their productivity and efficiency Helps improve project success rates and reduce risk through consistent, repeatable, and predictable processes Helps increase customer confidence and drive more customer value and satisfaction with their Microsoft Dynamics solution Implementation Methodologies
Sure Step Implementation Methodology Model Implementation Methodologies
Why use the Implementation Methodologies? For Partners: Make the Customer Happy! Drive Efficiency! Secure Success! Avoid pitfalls.. Small and big projects For MS Dynamics Products Implementation Methodologies
Deluxe gives the relation trough out the life cycle Evaluate Plan Build Deploy Operate Best Practices sharing Review/Contribute to Architect. Design Sessions. re Supportability Review/Contribute to Architect. Design Sessions. re Supportability Supportability Review Review Support Model Customer/Microsoft/Partner Review Support Model Customer/Microsoft/Partner Deluxe Information Service guidance for internal Staff/Partner eCorses, Library etc Information Service guidance for internal Staff/Partner eCorses, Library etc Contribute to Project Planning Supportability perspective Contribute to Project Planning Supportability perspective Review Support Model ISV/3rd partner product etc Review Support Model ISV/3rd partner product etc Operational Application Support Support advice and critical inc. support to project team Support advice and critical inc. support to project team The Technical Support Account Manager is working as part of customers team located within Microsoft to be able to utilize the most valuable information and service to customer at any time during implementation and when in production mode. The Technical Support Account Manager is working as part of customers team located within Microsoft to be able to utilize the most valuable information and service to customer at any time during implementation and when in production mode. Deliverables Engaged in all phases Short Term Consulting Services Advanced Product Support Services
Short Term Consulting Services Advanced Product Support Services Services & Tools: Less Than 40 hour engagements Typically Delivered Remotely Dedicated Team Engagement Business Solutions Architecture Evaluate customer’s Microsoft Dynamics software solution and existing hardware, along with project objectives. Provide deliverable that includes recommendations and assumptions to make decisions regarding software service, hardware and other solutions necessary to meet objectives.
Software Platform Design Technical Pre-Sales Advisory Services Advanced Product Support Services Project Overview Product Architecture overview Server Requirements Infrastructure Design Review Configuration Design Infrastructure Planning Technical Assessments Supportability Review Performance Optimization Review Project Management Custom Development Systems Integration Operations Planning Go-Live Checks High Availability/Disaster Recovery Review Change Management Reporting Services Performance optimization Customizations Classroom Training Productivity-Boosting Sessions Deluxe Support Enhancement Plan Support Implementation Services Project Management Implementation Consulting Custom Development Systems Integration Operations Planning Go-Live Checks Partner’s Relationship with Customer Implementation Services Project Management Implementation Consulting Custom Development Systems Integration Operations Planning Go-Live Checks Risk Assessment Short Term Consulting Services
Tell us what you need (fill in priority & ultimate result) Customer Service NeedsAXNAVCRMDelivery Result (need addressed) Systems Architecture design,(Low - Med- High) (fill in) Performance Optimization SQL Product Scalability Services Migrations/Update Services Reporting Services Customization/Development Advice (Suggestion 1) (Suggestion 2) Etc. Short Term Consulting Services
What Is Microsoft Dynamics Sure Step? Overview Details Sure Step Methodology + Sure Step Tools Sure Step Business Modeler Sure Step Migration Tool for Microsoft Dynamics AX Sure Step Rapid Configuration Tool for Microsoft Dynamics AX Sure Step Rapid Implementation Methodology for Microsoft Dynamics NAV Sure Step Data Migration Pack for Microsoft Dynamics CRM
APSS-North America Top Selling APSS Offerings –Professional Services Tools Library –Technical Workshops (1 - Many Delivery) System Architecture Business Application & Process ISV/Developer –Advisory Services (1:1 Delivery/Shadow) System Architecture Business Application & Process ISV/Developer –Packaged Updates/Migrations –Reporting Services
Research EMEA –Customer Escalations: Product Scalability Services Architecture of deployments AX and NAV running on SQL Lack of partner skills to address these issues.
Defined –For larger, more complex MBS deals, TPAG delivers proactive technical evaluations in the pre-sale cycle, comparing the proposal to industry standards and Microsoft best practices to determine technical product fit and to help manage risk. Target Audience: Partner channel and MSFT field Products Included: the Microsoft Dynamics suite (+MS RMS) Regions: all Escalation prevention - Life-to-date, no technical escalations have stemmed from the deals TPAG has delivered an evaluation for. Help Partners shorten their Sales Cycle Help Partners proactively manage risk Leverage technical expertise earlier Technical Presales Advisory Group (TPAG )
Service Challenges Feedback Customer escalations due to poor quality implementations. Complexity of our products are continuing to require service offerings to support the architecture of Dynamics Solutions –An example of a request is the above need for TPAG type services We’re continuing to see trends in our customer escalations that point to poor quality implementations –due to lack of Partner and MCS skills or –capacity to perform business system architecture services to customers. MBS needs to improve our ability to manage risk. Lack of methodologies, tools, and services (Technical and project management skills to perform these tasks). No Global offering We need a more scalable model and a better way to increase the skills to deliver these services (We have limited resources to deliver these today.) Deluxe Support customers are requesting these services Some of the APSS services available in NA are essential to our ability to ensure high customer satisfaction as we launch Deluxe in the other regions. Customers are requiring more preventative services.