xRM
Paul Mare
CRM Architect
paulma@microsoft.com
xRM
Accelerate Business Success With xRM
Topics

Setting the Stage

Key Execution Issues

xRM Design

xRM Application Architecture

Extend Process Scenarios with SharePoint

xRM Value Proposition

xRM Customer Showcase
xRM
Accelerate Business Success With xRM
цззй
йз
Cloud
xRM Conceptual Architecture
Designed for flexibility and extensibility
Server
Integrated
Applications
Custom UI & Mash-Ups
(ASP.NET, SharePoint, Silverlight/WPF)
Standard UI
(Outlook, Web, Mobile)
Reporting
(Excel & SRS)
Web Services
Custom Asynchronous Actions
(.NET Assemblies)
Custom Synchronous Actions
(.NET Assemblies)
Workflow
Business Entity Components
Data Access Components
Data Access
Multi-tenant
Controller
xRM
Metadata
Role-Based Security
Synchronous Business Logic
Data
Accelerate Business Success With xRM
4
SETTING THE STAGE
Key Success Drivers
Key IT Challenges
xRM Enables Business Success
Key Success Drivers
How do you define success?
66% of CEOs believe
“Products and services
their organizations
can be copied. Our
need to introduce
business processes and
fundamental/ radical
our business models are
changes in the next 2
our differentiators.”
years
Business process
innovation as key
competitive advantage
xRM
CEO – Global Enterprise
Business productivity
innovation is needed
now more than ever
Flexibility to rapidly
implement global
innovation is a key enabler
Accelerate Business Success With xRM
6
Key IT Challenges
Challenges with delivering sustainable business value
Too much time and
Identifying the right
money is required
application is costly.
to efficiently
Maintaining applications
develop, deploy and
from multiple vendors is
maintain custom
cumbersome
applications
Limited
budget and
resources
xRM
Too many
issues with
buying and
building apps
Not equipped
to rapidly
respond to
business change
Difficult to
deliver business
ROI and
differentiators
Accelerate
Business Success With xRM
7
xRM Enables IT & Business Success
xRM delivers business results through 4 D’s of Differentiated IT
Business
IT
Differentiated
IT
Drive
efficient &
effective IT
Develop
flexible business
applications
Deliver
rapid innovation
& agility
Demonstrate
business
success
xRM
xRM
Accelerate Business Success With xRM
8
KEY IT EXECUTION ISSUES
Issue #1 – IT Can’t Deliver
Issue #2 – Too Many Trade-Offs
Issue #3 – Benefits Come At Too High A Cost
Issue #4 – Stack Up The Problems
Issue #5 – Exponential Issues
Issue # 1 – Can’t Deliver On Requests
Not delivering business solutions can cause even more issues
The Slippery Slope
1 Request – Business requests an application
2 Denied – Low priority or not enough budget for IT to deliver
3 Go Solo – Business creates or buys a shadow application
4 Result – Hundreds of shadow applications pop-up (issues)
5 Clean-up – IT tasked with cleaning-up shadow apps
6 Repeat – Go to step 1
Often time the business goes without, resulting in inefficiencies
xRM
Accelerate Business Success With xRM
Issue # 2 – Too Many Trade-Offs
Buy and Build Are Both Unbalanced
Faster
 Faster Delivery Time (if OOB)
 Lower OOB Business Fit
(Change Business to Fit)
 Narrow Scope of Available
Applications (Buy Multiple)
Lower
Buy
Packaged
Apps
Build
Slower
Custom
Applications
Higher
 Broadest Scope of Possibilities
 Slower Delivery Time
 Higher Potential Business Fit
 Resource/Time Intensive
 Difficult to Deliver Complete
Scope of available applications
xRM
Accelerate Business Success With xRM
Issue # 3 – Benefits Tied To High Costs
Both Buy and Build Benefits Come Locked in with ‘Costs’
Benefits
Buy
 Leap frog end-to-end development
 Locked into vendor / schedule
 Configuration /OOB capabilities
 Customized to fit business
 Earlier to maximize benefits
 Business adjust their processes
 Vendor provides maintenance
 Must buy new software with new
 Vendor delivers enhancements
Build
xRM
Costs
licenses for every application need
 Tailor application to business needs
 Expensive to develop
 Leverage existing infrastructure
 Compromise application capabilities
 Not one size fits all program
 High maintenance costs
 Greater control over dev process
 Inability to rapidly change / innovate
 Not as reliant on a vendor
 Long delivery cycles
Accelerate Business Success With xRM
Issue # 4 – Stack Up The Problems
Major issues in the application stack exist for both buy and build
Application Stack
Buy
Build
Line of Business
Context / IP
Limited fit to unique
business needs
Limited capabilities due
to trade-offs
User
Experience
Inconsistent user
experience. High training
effort
Inconsistent and
incomplete user
experiences
Application &
Database Services
Rigid constraints.
Customizations don’t
upgrade well
Lack of reusability and
business agility
Physical
Environment &
Resources
Requires expert
resources and new
environments
xRM
Code doesn’t port easily.
IP with developer
Accelerate Business Success With xRM
Issue # 5 – Exponential Issues
Each issue is compounded with every separate LOB applications
Application Stack
1
2
3
4
5
6
Line of Business
Context / IP
Business IP
Business IP
Business IP
Business IP
Business IP
Business IP
User
Experience
User
Experience
User
Experience
User
Experience
User
Experience
User
Experience
User
Experience
Application &
Database
Services
Application
& Database
Services
Application
& Database
Services
Application
& Database
Services
Application
& Database
Services
Application
& Database
Services
Application
& Database
Services
Physical
Environment &
Resources
Physical
Environment
& Resources
Physical
Environment
& Resources
Physical
Environment
& Resources
Physical
Environment
& Resources
Physical
Environment
& Resources
Physical
Environment
& Resources
Most large organizations have hundreds of LOB applications
xRM
Accelerate Business Success With xRM
Issue # 5 – Exponential Issues
Each issue is compounded with every separate LOB applications
Application Stack
1
2
3
4
5
Line of
Business
Context / IP
Business IP
Business IP
User
Experience
User
Experience
User
User
User
User
Experience High
Experience
Experience
Experience
training costs. Low usage
Application &
Database
Services
Application
& Database
Services
Application
Application
Application
Application
Application
Duplication
of
application
and
data
services
& Database
& Database
& Database
& Database
& Database
Physical
Environment &
Resources
Physical
Environment
& Resources
Physical
Physical
Physical
Physical
Physical
Duplication
of
infrastructure
and
resources
Environment
Environment
Environment
Environment
Environment
Incomplete
and limited
business
IP
Business IP
Business IP
Business IP
High cost to business. Low impact to business success
Inconsistent user experiences
High costsServices
to deploy, change
and maintain
Services
Services
Services
High resource
costs. High
effort to maintain
& Resources
& Resources
& Resources
& Resources
6
Business IP
User
Experience
Services
& Resources
As a result, most large organizations have very low business agility
xRM
Accelerate Business Success With xRM
A BETTER WAY
Bridging the gap
Shift Towards Application Platforms
xRM Defined
Relational LOB Applications Defined
xRM Applications Fit
The Power of Choice
Bridging the Gap
A better way to accelerate application development
Rapidly innovate
and grow your
business
Build
Development
Tools
Development
Frameworks
Buy
Application
Platform
Packaged
Applications
Lower total cost of
ownership (TCO)
xRM
Accelerate Business Success With xRM
The Shift Toward Application Platforms
Many organizations are embracing application platforms
Don’t know 0.5%
Yes,
but no plan
is in place
35%
No
24%
Yes,
it’s currently
under way
41%
Forrester Research 2007
“Many Organizations Embrace Converged Application Platforms, But
Adoption Barriers Remain”, a commissioned study conducted by Forrester
Consulting on behalf of Microsoft, October 2007;
http://download.microsoft.com/download/b/3/5/b3561c68-e641-4137abdd-df09ac51742c/Forrester Consulting - Application Platform
Optimization Study 10-2007 - 2.pdf
xRM
 Organizations are converging what
were once disparate, standalone
applications and systems into an
integrated, unified application
platform.
 Approximately 75 percent of IT
leaders across 412 companies in
North America, Europe, AsiaPacific, and Latin America
anticipate a shift toward
application platforms
Accelerate Business Success With xRM
18
xRM Key Concepts Defined
Rapidly develop relational business applications
 Application Layer – xRM is a business application framework
designed to accelerate the development of line-of-business (LOB)
applications through flexible dynamic application services
 Dynamic Application Services – Reusable application services
that can be adapted and extended to create many unique
applications
 Multi-Tenant Architecture – Multi-tenancy allows organizations
to build and run many LOB applications on a single framework
 Microsoft Technology – xRM leverages familiar Microsoft
technologies as building blocks, including Microsoft Office,
Outlook, SQL Server, .NET and Windows
xRM
Accelerate Business Success With xRM
Relational LOB Applications
xRM’s Sweet Spot for Rapid Application Development
C = Customer
X = Any
Baseline Definition (CRM)
xRM
Used By
Marketing, Sales and
Customer Service Teams
“Any” Team
To Manage
Customer Relationships
“Any” Relationship
Automates
Marketing, Sales and Service
Business Processes
“Any” Relevant Process
Tracks
Interactions, Activities,
Tasks, and 360 History
Interactions, Activities, Tasks
and 360 History of “X”
Provides
Customer-centric Analytics
“X”-centric Analytics
ERP applications
ERP and CRM applications
Integrates
with
xRM
Accelerate Business Success With xRM
xRM DESIGN
One Framework : Many Applications
Designed for Business Context
Designed for User Experiences
Designed for Application Delivery
Designed for Shared Resources
One Framework : Many Applications
xRM accelerates the development of many LOB applications
BUILD
many LOB
applications
ON
a single
framework
WITH
shared
resources
Vendor
Management
Asset
Management
Employee
Management
Program
Management
Constituent
Management
Supplier
Management
Property
Management
Recruit
Management
Project
Management
Grant
Management
Contractor
Management
Fleet
Management
Resource
Management
Product
Management
Licensing
Management
Partnership
Management
Contract
Management
Lifecycle
Management
Task / Activity
Management
Legislation
Management
Consistent and Complete User Experience
Shared Application and Data Services
Shared Environments & Resources
xRM
Accelerate Business Success With xRM
xRM Designed For Business Context
Enables business differentiation and impacts business success
Application Stack
Line of
Business
Context / IP
1
2
3
4
Roles &
Users
Access &
Security
Data Capture
& View
Process
Automation
5
Capabilities
& Features
6
Tracking &
Reporting
 Relational business application framework for many apps
 Consolidate legacy applications and build new as needed
 Designed to fit wide variety of business needs
 Deliver complete business solutions
 Change business applications to fit business needs
Users
Services
Resources
xRM
Accelerate Business Success With xRM
xRM Designed for User Experience
Reduce training time and costs with consistent user experience
Application Stack
Business IP
Office /
Outlook
User
Experience
Common
Features
Online /
Offline
MultiLingual
Multiple
Devices
Web /
SharePoint
Familiar and intuitive MS Office user interfaces
Consistent user experiences and tools
Access anywhere from any web browser
Fully featured online and offline
Personal and shared views, queries and analytics
Services
Resources
xRM
Accelerate Business Success With xRM
xRM Designed for Application Delivery
Reduce time and costs to deliver and update applications
Application Stack
Business IP
Users
Application
Definition &
Portability
Application &
Data Services
Relational
Data Design
Windows
Workflow
Foundation
SOA / Webservices
Multi-tenant
Multi-lingual
Multicurrency
Manageable
&
Upgradable
Point & click application definition and portability
Declarative data schema and relational design
Business process automation and orchestration
Dynamic web-services and data/metadata APIs
High availability, performance and scalability
Resources
xRM
Accelerate Business Success With xRM
xRM Designed for Shared Resources
Reduce costs and optimize IT efficiency and effectiveness
Application Stack
Business IP
Users
Services
Common
Technology
Environment
& Resources
xRM
Leverage
Microsoft
Stack
Single
License For
Multiple
Apps
Shared
Servers &
Environment
Shared IT
Resources
(Pool)
Consistent
Delivery
Process
Multi-tenant & multi-application business architecture
Shared Microsoft technology stack for common skill sets
Single user license for multiple xRM applications
Shared servers, infrastructure and maintenance
Shared pool of IT professionals and developers
Accelerate Business Success With xRM
xRM Application Architecture
Dynamic Application Services
xRM Dynamic Application Services
Reusable and adaptable
 Adaptable to fit the
unique needs of
every application
ууущщйццззййз
xRM Application
Services rapidly adapt
to fit your application
requirements
360O View
Microsoft
Technologies
(Outlook, Office, SQL
Server, .NET)
 Range from simple
to complex options
 Comprehensive
application
development
environment
xRM
ууущщйццззййз
Accelerate Business Success With xRM
Microsoft Technologies
Maximize your existing technology investments & resources
цззй
йз
Intuitive user tools increase
user adoption & productivity
Standard tools optimizes IT
resources and infrastructure
xRM works
like and with
familiar
Microsoft
technologies
xRM Foundational
Technologies
xRM
Accelerate Business Success With xRM
31
Point & Click Customization
Build your applications with nothing but a mouse
цззй
йз
Powerful and intuitive point &
click allows organizations to
rapidly build entire applications
 For technical and non-
technical users
 Enables lightning fast
deployments and agile
iterative design and feedback
 Completely define each
unique application through
point & click
 Less developers focused on
Point & Click Customization Components




Relational Data Schema
Forms Designer & Navigation
Feature Functionality
Role-based Security




Business Logic
Process Automation
Reporting
Application Configuration
building infrastructure
xRM
Accelerate Business Success With xRM
32
цззй
йз

Point & Click Customizations
Quickly create customized user interfaces
Forms Designer
– Customize Form Layout
– IFrames
– ISV extensions

Form Scripting - JScript
– Field-level Events
– Data value property to get / set
values
– Methods to get client attributes /
state

Navigation
– Custom navigation via SiteMap
– Outlook menu extensions
xRM
Accelerate Business Success With xRM
33
xRM Ripple Effect
Changes Dynamically Propagate To Application Services
цззй
йз
The xRM Ripple Effect
increases IT responsiveness
to business requests,
increases productivity and
provides low TCO
xRM
Ripple Effect - “Create New Field”
New field is dynamically made available to:
 Forms Designer (UI)
 Client-side Jscript
 Workflow Engine (triggers, data…)
 Advanced Find & Query
 Analytics
 Wizards (Workflow/Reporting)
 Offline Synchronization
 Web-Services (Data/Metadata API)
 Mail Merge
 Data Import, Mapping & Deduplication
Accelerate Business Success With xRM
34
Data Modeling Services
Simple declarative modeling of complex business entities
цззй
йз
Schema modeling and metadata
definition accelerates creation
 Every application is defined in
metadata vs. in code
 Export application definition
and import into other servers
 Metadata architecture
simplifies upgrades
 Publish changes on the fly
 Applications built on xRM will
inherit new capabilities as
xRM evolves
xRM
Data Modeling Components




SQL Server automation
Table creation (entities)
Data Relationships (n:n)
Referential Integrity Rules




Attribute definition & rules
Metadata management
Web-based schema tools
No SQL required
Accelerate Business Success With xRM
35
User Experience
Consistent user experiences across multiple LOB applications
цззй
йз
Decrease training time and
increase user adoption with a
consistent user experience
 Use the user experience that
fits your users the best
 Consistent navigation and
tools across all applications
 Productivity tools are
optimized for users
 Consistent user experience,
even in offline mode (data,
reports, workflow, custom)
xRM
User Experience Components




Microsoft Office Integration
Microsoft Outlook Sync
Standard Clients & Devices
Common Navigation & SiteMap




User Functionality & Tools
Offline Capabilities
Language Packs
Accessibility
Accelerate Business Success With xRM
36
User Experience
Standard user functionality comes in every xRM application
цззй
йз
Prebuilt and reusable user functionality provides consistent experiences
and standard productivity tools across all xRM applications
xRM Foundational Capabilities
Mail Merge
Outbound Bulk Email
Presence Visibility
Reporting Wizard (Personal)
Knowledge Base
Smart Search
Task & Activity Management
Workflow Wizard (Personal)
List Management
Email Productivity Tools
Event Management
Custom Views (Personal)
User Queues
Interaction Management
Scheduling Management
Issue Tracking
Advanced Find & Query
Outlook Synchronization
xRM
Accelerate Business Success With xRM
37
User Experience
Complete Visibility and Actionable Guidance
цззй
йз
Improve insight and decision-making through a relevant 360
degree view in each xRM application
History
(Interactions, Transactions)
Insight
Attributes
(Analysis,
Prediction)
(Profile / Details)
Context
Actionable
Guidance
(Proactive,
Reactive)
Example: Real Estate Development Management
(Processes, Relationships)
Replace with ‘Anything’ being managed
xRM
Accelerate Business Success With xRM
38
Security Services
Granular security model for role-based access and controls
цззй
йз
Simplify user administration
with role-based access controls
and data security logic
 Rapidly add multiple users
directly from Active Directory
 Create role profiles and assign
appropriate security access
 Export and use security roles
across all environments (Dev,
Test, Staging, Production)
 Control operations on all
relevant custom entities
xRM
Access & Security Components




Active Directory
Access Controls / Authentication
VPN-less Accessible (SSL)
Bulk User Management




Role Management
Role-based Security
Hierarchical Security
Deep data controls
Accelerate Business Success With xRM
39
Analytical Services
Ensure data and insight consistency across all LOB applications
цззй
йз
Empower every day users with
easy reporting, visual insight
and actionable analytics
 Combine analytics with
workflow for actionable
intelligence
 Minimize costs by leveraging
existing Microsoft technology
investments
 Deliver business insight
through familiar productivity
tools
 Bring analytics to the masses
xRM
Extensibility Components




Microsoft SQL Server/SRS/SAS
Microsoft Excel
Report Creation Wizard
Scheduled & Offline Reporting




Ad Hoc Analytics
Dashboards / KPIs
OLAP
Predictive / Data Mining
Accelerate Business Success With xRM
40
xRM Visualizations
Dashboards and extensive visualization capabilities
цззй
йз
Citizen’s Issues Dashboard
Recruit Compatibility
Facility At-A-Glance
Recruiting Scorecard
Employee At-A-Glance
Asset Dashboard
xRM
Accelerate Business Success With xRM
41
Process Automation Services
Automate and orchestrate line-of-business processes
цззй
йз
Reduce costs and increase user
productivity through optimized
processes and procedures
 Configure process models
the way it fits your business
 Capture and operationalize
process best practices
 Measure and improve
business processes
 Wizard makes it easy for
end-users to create personal
workflow
xRM
Process Automation Components




Windows Workflow Foundation
Process Modeling & Design
Workflow Wizard
Workflow Stages




Workflow Triggers
Workflow Logic
Workflow Actions
Workflow Tracking
Accelerate Business Success With xRM
42
Windows Workflow Foundation
Common foundation for workflow
цззй
йз
Windows Workflow Foundation provides
a powerful workflow platform to tackle
the most challenging automation tasks
 Shared workflow engine across other
Microsoft technologies (including
SharePoint & BizTalk) for enhanced
process federation
 Business-level configuration
environment for end-users
 IT-level design environment for
sophisticated users
xRM
Accelerate Business Success With xRM
43
Extensibility Services
Empowers IT to support many different business requirements
цззй
йз
Rapidly and deeply create
extensions to fit the unique
needs of every application
 Extension points
throughout architecture
 Leverages common
development tools and
resources
 Enables reusability
 Simplifies adding features
through registration tool
and ensures upgradeability
xRM
Extensibility Components




Visual Studio Integration
.NET Assemblies
ASP.NET custom forms
Client-side Jscript / ISV Add-ins




Server / Offline SDK
Custom Workflow Actions
Event Framework / Plug-ins
Dynamic Registration
Accelerate Business Success With xRM
44
Event Pipeline
Supports both online and offline customizations
цззй
йз
Plug-ins are an example of how to developers can focus on building
strategic business functionality, re-use it across many xRM applications
in both online and offline mode and it is all upgradeable.
 Allows for sophisticated
business logic to be
embedded
 Assemblies run within core
event pipeline
 Plug-Ins can execute both
online and offline for
consistent use
 Dynamic plug-in registration
xRM
Accelerate Business Success With xRM
45
Extensibility Spectrum
Extend each xRM application to fit your unique needs
цззй
йз
Examples of what you can build
 Custom ASPX Pages
 Feature Plug-ins
 Application extensions
 Server-side validation and rule
enforcement
 External Web Services
 Workflow Assemblies
xRM
Accelerate Business Success With xRM
46
Extensible User Experiences
Extend the UI to the environment that best fit your people
Custom Web Portal
Mobile Devices
Silverlight / WPF
SharePoint
Microsoft Office Word
Composite UI
xRM
Accelerate Business Success With xRM
47
цззй
йз
Integration Services
Rapidly innovate with a wide range of integration capabilities
цззй
йз
User
Enterprise Experience
Mash-ups Related
• Composite
Applications
• Integrated UI
(sitemap, ISV)
• Low Cost &
Maintenance
• Embedded
xRM
Business
Logic
Leverage
logic from
other apps
• Dynamically
generated webservices
• Call outs with
Parameters
• Get results back
Data needs
Data
to be
Integration
synchronized
• “Traditional”
Approach
• Fully
operational
APIs (CRUD)
• Data API
• Metadata API
Processes
Process
flows across
Integration
applications
• Full blown
integration
• Pre-built
connections
with integration
platforms
(BizTalk)
Accelerate Business Success With xRM
48
цззй
йз
Benchmark
Architecture Services
Support broad set of global business application needs
Multi-tenant Architecture
 Supports multiple isolated
applications (database
instances) in a single
framework
 Administration across apps
Multi-language
 40+ available languages
 Right to left and Unicode
Multi-currency
 Base currency for roll-up
 Transactional currencies
xRM
Organization-wide
Example: ACME, Inc
Work Teams
Example: ACME Account
Team
Corporate Divisions
Example: ACME European
Operations
Work Departments
Example: ACME Procurement
Accelerate Business Success With xRM
49
цззй
йз
Cloud
xRM Conceptual Architecture
Designed for flexibility and extensibility
Server
Integrated
Applications
Custom UI & Mash-Ups
(ASP.NET, SharePoint, Silverlight/WPF)
Standard UI
(Outlook, Web, Mobile)
Reporting
(Excel & SRS)
Web Services
Custom Asynchronous Actions
(.NET Assemblies)
Custom Synchronous Actions
(.NET Assemblies)
Workflow
Business Entity Components
Data Access Components
Data Access
Multi-tenant
Controller
xRM
Metadata
Role-Based Security
Synchronous Business Logic
Data
Accelerate Business Success With xRM
50
Enterprise Scalability & Performance
Enterprise-class capabilities enable global deployments
цззй
йз
Leverage Microsoft technologies
to meet xRM scale, availability
and performance requirements
 Leverage Windows and SQL
Server platform optimizations
 Scale up and out across
application and data tiers
Benchmark
 24,000 Concurrent Users
– Sub-second response times
– 1 million web requests / hour
– 1 billion rows in database
xRM
Performance and Scalability Components




Service grid architecture
Deployment choice
WAN performance optimization
Load balance clustering




Web farm clustering
Exchange clustering
SQL Server clustering
SQL mirroring
Accelerate Business Success With xRM
51
Management Services
Streamline LOB application administration with xRM
цззй
йз
Reduce administrative costs
with tools that streamline and
simplify operations
 Integrates with Microsoft
tools and heterogeneous
environments
 Full application portability
streamlines ‘dev-teststaging-production’ release
 Backwards compatibility
 Keep all xRM applications up
and running from one place
 Data management
xRM
Management Components




Portable Application Model
Release Management
Upgrade Management
Job Monitoring & Controls




Data Management/De-dup
Diagnostic Tools & Alerts
Federated Updates
MOM / System Center
Accelerate Business Success With xRM
52
EXTENDED PROCESS SCENARIOS
SharePoint and xRM Have Complementary Strengths
SharePoint and xRM Have Complementary Approaches
Better Together with Microsoft Technologies
SharePoint and xRM are Complementary
Combined strengths cover broad business needs
Unstructured &
Semi-structured
Data
Social
Engagement &
Collaboration
Information
Evolution &
Storage
Informal Rules
Enterprise
Search
Across Teams
& Domains
Structured
Relational
Data
Interactions,
Activities &
Tasks
Information
Generation &
Analytics
Formalized
Processes
Data Query &
Filter
Within Teams
& Domains
SharePoint
xRM
xRM
Accelerate Business Success With xRM
SharePoint and xRM are Complementary
Each enable different parts of process to different audiences
External Process Audience
(Internal Organization, External)
SharePoint
Broadcast
Publish
Social
Engagement
Access/Search
Collaborate
Unstructured & Semi-Structured Data
(Information, Content, Documents, Lists)
Integrate & Extend
(BCS, Web-Parts, Enterprise Search…)
Internal
Process
Audience
xRM
(Business Units,
Departments, Teams)
Manage / View
Business Process
Automation
Structured
Relational
Data
(5+ data tables with
data relationships)
Act / Interact
xRM
Accelerate Business Success With xRM
Microsoft Technologies
Complementary strengths for extended process scenarios
Breadth of Capabilities
External Process
Audience
Unstructured Data
SharePoint
Broadcast & Publish
Extensions
Business Process
Automation
Relational Data
xRM
Access & Search
Feature
.NET
Gaps
AND
Usability &
Office
Productivity
Gaps
Familiarity / Usability
Query & Analyze
xRM
Internal Process
Audience
Accelerate Business Success With xRM
xRM VALUE PROPOSITION
xRM Accelerates Buy Process
Reduce duplication of time, resources, and applications
Timeframe
Solution
Roll-Out
Months/Years
Partial
Change
business to fit
application
Deploy & Train
Customize
Fit Business
Weeks/Months
Fit to Business Need
Consistent
Office UI
across all apps
Deploy
Extend
(non upgradeable)
Configure
Point & Click Customizations
(each app different & usually limited
(Comprehensive.
Fully upgradeable)
Business
Context / IP
Pre-Built Business IP
Application
Services
Packaged Application
xRM
(OOB for one business need)
(OOB for many business needs)
Technology
Building Blocks
Various Technologies
Microsoft Technologies
(Inconsistent)
(Consistent)
Buying Process
Research, Identify, Buy
xRM
Save time upfront (months)
Accelerate Business Success With xRM
xRM Accelerates Build Process
Reduce time building infrastructure and focus on capabilities
Timeframe
Solution
Months/Years
Partial
Costs too much $$.
Requires trade-offs
Weeks/Months
Complete Solution
(Built iteratively)
Test, Deploy, Release, and
Train
Little testing, release
and training required
Test &
Deploy
Business
Context / IP
Custom Develop
Point & Click
Customizations
Extend
Integrate
Application
Services
Custom Develop
Release
Cycle
Technology
Building Blocks
xRM
xRM Framework
(Dynamic
Application Services)
Microsoft Application Platform
(Windows, .NET, SQL Server, SharePoint)
Accelerate Business Success With xRM
xRM Accelerates Business Agility
Rapidly change to meet changing business needs
Timeframe
Solution
Release
Cycle
Business IP &
Application
Services
Weeks/ Months
Partial
Test & Deploy
Development to
Make Changes
Weeks / Months
Limited
Test & Deploy
Development to
Make Changes
(as available)
xRM
Buy
Extensive
Most changes can be
made without a release
Point & Click
Configuration
Approach
Hours / Days
Build
Ripple Effect
Related application
services automatically
change
xRM
Accelerate Business Success With xRM
xRM Delivers Benefits
xRM provides both innovation and operational benefits
Usability through Microsoft Office/Outlook
Flexibility through Dynamic Application Services
Choice through various delivery and usage options
Productivity through point & click and Microsoft
Fits people, business, environment and budget
Enterprise-class scalability, availability and performance
xRM
Accelerate Business Success With xRM
xRM Enables Success
xRM delivers business success through 4 D’s of Differentiated IT
Differentiated
IT
Drive
efficient &
effective IT
Develop
flexible business
applications
Deliver
rapid innovation
& agility
Demonstrate
business
success
xRM
xRM
Accelerate Business Success With xRM
62
Get The Best of Both Worlds
Get Speed, Fit and Business Agility at a Lower Cost
High
Low
•xRM
•Buy
•Build
Delivery
Speed
xRM
Business
Fit
Time to
Value
Business
Agility
Accelerate Business Success With xRM
CUSTOMER xRM SCENARIOS
Key Drivers
One Framework : Many Applications
xRM Framework Drivers
Key enterprise justification scenarios
Multinational
Enterprise
Deployments
Support
business
units across
the globe
with either
on-premise
or ondemand
deployments
xRM
Rapid
Innovation
Across Many
Business
Areas
Develop new
applications
with a
powerful and
flexible,
framework to
support many
different
business
needs
Legacy System
& Shadow
Application
xRM
Migration/
Replacement
Surround
Deployments
Business
agility is a
strategic
differentiator
Rapidly
migrate and
retired
legacy and
shadow
applications
to a single
supported
framework
Deliver quick
deployment
value by
overlaying
flexible xRM
UI on legacy
applications
and
migrating
over time
Business
enablement
and
application
agility is a
critical
strategic
differentiator
for the
business
Accelerate Business Success With xRM
65
One Framework : Many Applications
xRM enables wide variety of applications and process automation
Vendor Management - Certification process, purchasing process, compliance process…
Employee Management - New employee process, benefits enrollment process…
Prospect Management - Resume submission process, screening and scheduling processes…
Project Management - RFP process, new project kick-off process, status update process…
Broadcasting Program Management - Script creation process, negotiation process…
Notifiable Disease Management - Outbreak tracking process, testing process, alert process…
Environmental Legislation Management - Enquiry process, compliance reporting process…
Animal Management - Lifecycle process, pairing process, check-up process, retirement…
Conservation Contract Management - Contract selection process, contract maintenance…
Grant Management - RFG process, proposal evaluation process, grant tracking process…
xRM
Accelerate Business Success With xRM
One Framework : Many Applications
xRM applications deployed worldwide in Public Sector













Call Center / 311
Constituent Management
Contact Management
Grant Management
Defense Task Management
Personnel Management
Contract Management
Legal Case Management
Investigation Management
Permitting & Licensing
Student Information Systems (SIS)
Recruiting Management
Health & Human Services Case
Management
xRM
Accelerate Business Success With xRM
One Framework : Many Applications
Screenshots of xRM applications in government
Citizen Services Portal
Conservation Management
Citizen Case Management
CSP Tracking
Agriculture Management
Disaster Management
xRM
Accelerate Business Success With xRM
One Framework : Many Applications
Many different xRM applications being used at ING
 Corporate Presentation






Real Estate Development
Real Estate Investment
Management
Real Estate Finance
Vendor Management
(2,500+ users)
More in the plan…
“We were finished building
our Real Estate
Development application
in only 3 weeks!”
xRM
Accelerate Business Success With xRM
One framework: Many Applications
xRM gives ECLA Pensions a central employee hub with 12 apps

10 xRM applications (size of
diagram = complexity)

+ 2 CRM applications
(Marketing + Service)

Everything integrates into
xRM hub

Reduced administrative
processing time by 50%

Reduced printing/mailing by
$250,000
xRM
- Reduced administrative processing time per opening by
xRM
Accelerate Business Success With xRM
One Framework : Many Applications
Screenshots of a variety of xRM applications
Certification Management
Legal Case Management
Employee Management
Logistics & Task Management
Dealer Management
Asset / Fleet Management
xRM
Accelerate Business Success With xRM
CUSTOMER SUMMARY ROI
Customer ROI
Trade
Management
Application
Consolidation
Agency
Management
Agriculture
Management
Tangible xRM benefits
xRM
•
Replacing 70 applications
•
Reducing application development staff from 20 contractors to 8
contractors
•
Expected savings over $8M over five years
•
Reduced enrollment process from 30-40 days to 2-3 days
•
Connects H&R employees, employers, hospitals, and schools with
state agencies
•
Reduced data cycle from 6 weeks to less than 24 hours
•
Eliminated over 40 custom LOB applications (Lotus Notes)
•
Consolidating additional 120 LOB applications in less than 1 year
•
Single repository so that all users access the most current data
•
Elimination of multiple manual entries on paper, in spreadsheets
or in redundant databases will reduce the entry errors
Accelerate Business Success With xRM
Customer ROI
Dealer
Management
Citizen
Management
Contractor
Management
Property
Management
Tangible xRM benefits
xRM
•
Increase in closed business deals
•
Live with hosted solution within 5 days
•
Accelerated deployment by 6 months
•
Improving “First Call” Resolution Rates to 80%
•
Increasing Call Capacity by 100%
•
Increasing Electronic Tax Collections by 500%
•
Improved productivity by automating manual processes
•
Better track information derived from multiple communication
channels
•
Saves more than 1,250 hours of labor each year by automatically
transferring dealer configurations to quotes
•
Reduced overhead and improved experience as orders are filled
more quickly and more accurately
Accelerate Business Success With xRM
CUSTOMER CASE STUDIES
Employee Recruitment
Broadcast Management
Employee Management
Disease Management
Environmental Services Management
Animal Services Managmenet
Employee Recruitment
Candidates and employers benefiting from xRM
SITUATION





SOLUTION




BENEFIT



xRM
Maintain competitive edge in a competitive market place
Get candidates to clients faster
Be simple to use
Better manage ongoing relationships
Understanding the performance of the business
xRM framework used to provide application framework
Strong model handles many to many relationship requirements
Independent Software Vendor develops industry/business specific
functionality
Leverage Microsoft Outlook as user interface
Increased consultant productivity – see more clients
Gives employees a single view of vacancies and candidate data to better
understand customer needs and trends
Higher efficiency and productivity
Accelerate Business Success With xRM
Broadcast Management
Broadcasting company benefiting from xRM
SITUATION




SOLUTION



BENEFIT



xRM
Create, update and negotiate scripts for on air broadcasting
Send scripts to clients
Different user groups in the organization performing different roles
Countrywide system
xRM used as an application framework
Enhanced Workflow to generate PDF scripts and attach to outgoing email to
account
Customization to allow rich text editing for scripts
Standardization of processes
Enhanced control and visibility of script creation
“Driving efficiency through the production process using leading edge
technology.”
Accelerate Business Success With xRM
Employee Management
Financial Services Company Benefiting From xRM
SITUATION







SOLUTION




BENEFIT




xRM
Manage employee relationships
Payroll and Human Resource functionality
Global requirement
Integration required to MS Office and other business applications
Improve employee and manager communications
xRM framework provides application framework
ERMLive delivers specific requirements for payroll and HRIS
Simple customisation delivers specific customer requirements reducing
development time
Web Services provides integration points to finance and operational applications
Resides in Microsoft Outlook providing single tool for management and
communication
Full workflow automates processes from recruitment through to performance
management
Lower cost of ownership
Standard user interface drives higher user uptake
Reduced development time and still provide exact match to requirement
Compliance with company processes and human resource strategy using workflow
Accelerate Business Success With xRM
Disease Management
Health Management company benefiting from xRM
SITUATION





SOLUTION




BENEFIT



xRM
Track and manage cases or outbreaks of Notifiable Diseases
Track all contacts associated with outbreak
Manage obligations around testing and reporting
Integrate to patient management systems
Track staff related to outbreak
xRM used to provide base framework
Partner develops data models
Workflow to manage business processes
Integration using BizTalk and web services
Replacement of paper based processes
Enhanced control and visibility of Notifiable Disease management
Process efficiency gains
Accelerate Business Success With xRM
Environmental Services Management
Environmental Services Company benefiting from xRM
SITUATION



Manage application, contact and enquiry process under the Hazardous
Substances and New Organisms Act
Support Legislation, Compliance and Government Reporting
Connect internal and external stakeholders
SOLUTION



BENEFIT




xRM
xRM framework provides application framework
xRM, SharePoint, InfoPath and Office systems integrated
Leverage Microsoft Outlook as user interface
Replacing a number of aging bespoke systems over time
Putting a system in place that in house staff can manage
Significant processing efficiencies
Enhanced compliance with legislation
Accelerate Business Success With xRM
Animal Services Management
Royal New Zealand Foundation for the Blind benefiting from xRM
SITUATION

Managing animal lifecycle
–
–
–

Multiple view of interactions with Guide Dogs
–
–
SOLUTION



BENEFIT



xRM
Breeding program, Training & examinations
Selection and pairing with visually impaired
Retirement
Breeders, Vets, Puppy Walkers, Trainers
Visually Impaired
xRM framework provides application framework
Workflow drives animal lifecycle process
Manages end-to-end
Streamline processes
Replacement of 7 disparate and aging databases and tools
Increased visibility of interaction and relationship with animal and stakeholders
Accelerate Business Success With xRM
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The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market
conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.