Maximize your Dynamics CRM and SharePoint Investment June 2015 Sierra Systems offers a broad services portfolio ranging from management consulting, systems integration, and managed services. • Founded and headquartered in Vancouver, Canada (1966) • Mature, highly experienced management teams • Approximately 800 professionals across Canada • Offices in major cities which allows us to provide local resources • Integrated delivery approach and defined methodologies to deliver high standards of service Our unwavering • Sierra Systems is part of Sierra-Cedar Group, Inc., one of the largest, independent North American IT services companies needs has allowed us to commitment to clients’ build long-term, trusting and loyal relationships. About Sierra Systems INDUSTRIES Government Justice & Public Safety SERVICES MANAGEMENT CONSULTING • IT/IM Strategy • Business Process Improvement & Transformation Health Energy & Utilities Commercial PARTNERS • Organizational Change Management SYSTEMS INTEGRATION • • • • • Custom Development Solutions • ITSM Solutions • Oracle Applications Business Intelligence SharePoint Microsoft Dynamics CRM Microsoft Dynamics AX MANAGED SERVICES • On-Premise and Offsite Application Support • Tier-2 and Tier-3 Applications Support Sierra Systems was founded in 1966 and is headquartered in Vancouver, Canada, operating with over 900 employees in 12 locations across North America 3 Sierra’s Delivery Practices and Benefits Delivery Practices Management Consulting • Integrated offerings with Management Consulting and Managed Services • Decision Accelerators (Fit Gap Analysis, Solution Blueprint, Implementation Plan and Costing Worksheet) • Accelerators and Pre-Built Solutions • Extensive implementation and integration experience across all verticals, solutions and platforms Dynamics CRM SharePoint Microsoft Business Intelligence Dynamics AX BizTalk .NET Custom Development Cross-Platform Integration Managed Services 4 Industry Solutions Benefits Integrated Services & Solutions • Dynamics AX And CRM • Business Intelligence • PeopleSoft Integrated Services & Solutions • SharePoint Microsoft Specializations Why are you here today? Why are you here today? Understand Dynamics CRM Best at managing front office business processes that have structured relational data and repeatable business processes. More than just a CRM….it’s an xRM (Any Relationship Management). Understand SharePoint Designed to organize information, people and documents that need to collaborate. Includes Enterprise Search, Portal, Intranet, Content Management, Document Management and workflow capabilities. Integrations with LOB systems. Dynamics CRM and SharePoint Integrated … Sierra’s xRM Portal Accelerator Ease of integration. Complementary technologies, familiar look and feel. Integrating Dynamics CRM and SharePoint Dynamics CRM and SharePoint Dynamics CRM SharePoint • From CRM…..to xRM (Any Relationship Management) !!! • • Process-driven user experience for your internal operational staff to manage and respond to cases, applications, etc. effectively and quickly and track all activities in one place A web portal for your customers and members to register and create a profile, submit cases, applications and track progress • Web presentation interface and forms experience for Dynamics CRM information • 360⁰ view of members, cases, applications, etc. – complete view of member interactions and data • Secure login and access to information based on permissions configured in CRM • Flexible platform to define and automate processes and workflows based on your requirements • Ability to view and edit Office documents online • • Role-based security model to limit access to sensitive data Enterprise content management for both internal documents and documents uploaded by customers and members • Dashboards, reporting and analytics to track performance against SLAs, identify issues and take corrective action • Secure Search capabilities Case Management High Level Solution Architecture 10 Business Cases Commercial Real Estate Management • • • Manage Real Estate Broker & Appraiser Registration Realtor, Mortgage Broker, Appraiser, Public, Employees Public Sign-on, Register for a program, Program Validation Permit Management • • • Manage and process Permit requests Public, Agencies, Employees Create profile, Create permit requests, Submit documents, Manage communications, & request status Grants & Contributions Management • • • Manage and process grant requests Public, Partner, Employees Create Grant application, Submit documents, Process payments Call Center • • • Manage and dispatch request, issues and complaints Public (Phone call, website, Text Message, Email) Follow-up on requests, issues, complaints, Expose knowledge based articles (Q&A, Services, Instructions,…) to the web Integrating Dynamics CRM and SharePoint Summarized Document Management Dynamics CRM 2013 SharePoint Search Capability Web Interface Documents stored in CRM database and linked to record. No document lifecycle management. Limited collaboration capability. Limited to fields/entities « enabled » for search. Search only CRM information. No content search on documents. Forms exposed through Web and mobile interfaces. No website development capability. Full document lifecycle management and document versioning. Full collaboration capability. Powerful search through metadata and document full-text content. Website and web-based portals (intranets and extranets) development. Simple plug to play web parts. How To Integrate Dynamics CRM and SharePoint How to Integrate CRM and SharePoint • OOTB Integration (Document Management) • Web Services OOTB Integration / Document Management Document Life Cycle Controlling the life cycle of documents: how they are created, reviewed, published, and disposed or archived CRM Entities • OOTB entities (Account, Lead, Product,…) • Any customs entities • Store and manage documents in the context of a Microsoft Dynamics CRM record (link to the record GUID) • System creates a « Documents » link on the navigation panel of the entity SharePoint Document Management capabilities • Create, upload, view, and delete documents • Checking document in/out • Viewing version History • Changing document properties . OOTB Integration / Document Management OOTB Integration / Document Management Integration with Web Services • Custom Web Services • Separate CRM from SharePoint • Allow integrations with other LOB applications • Industry best practices • SharePoint BCS • Limited capability • Result in custom web services Integration with Web Services – Deep Dive Why Integrate With SharePoint • Authentication • Security Trimming • Content / Page Structure • Store documents and photos • SharePoint Timer Jobs • Deployment Units (Solutions and Features) • Branding Integrating Dynamics CRM and SharePoint – RECA Demo Summary of Services • Add / update general user information User Management • • Management activities around the brokerage entity General payment services Brokerage Management • Take courses and exams • Apply for, upgrade and cancel licenses Education Finance Licensing general application management • Trust Management of Trust Accounts Integrating Dynamics CRM and SharePoint Real Estate Council of Alberta (RECA) DEMO Sierra’s xRM Portal Accelerator What Does It Provide? Jump-start packaged solutions for Case Management, Member Registration, Grant Applications Management, etc. Flexible and customizable to your needs. Website for public users • Subscription Management Functional Portal for Members Sierra’s xRM Portal Accelerator • • • • Profile Updates & Self-service Online Address Validation Submit Requests Application Submission Robust, Adaptable Back-end • Business Process & Workflow • Reporting & Dashboards • Activity & Communication Tracking Enterprise Content Management • SharePoint Document Management • External Document Processing Accelerator Solution Overview Public Members Internal Staff Authentication Security Member Portal Public website Address validation service Integration APIs Payment processing system xRM Management Platform LOB Apps Flexible deployment options Hybrid On-Premises 01 On-Premises Deploy the accelerator to your on-premises infrastructure. • Regulatory requirements • Many organizations have existing on-premises investments in Dynamics CRM and/or SharePoint 02 Cloud Hybrid Combine on-premises components and cloud components. For example: • Dynamics CRM on-premises for data residency requirements • SharePoint on-premises for documents • Azure public websites, Integration API hosting in the cloud – no data 03 Cloud Take advantage of the flexibility, on-demand scalability and cost savings of Microsoft Cloud. • Dynamics CRM Online • Office 365 SharePoint Online • Azure services for authentication, integration API hosting and public website Solution Architecture Deep Dive Communications Registration Members Investigations Education Finance Administration IS Insurance Legal … Accelerators Public Users Case Management | Grants Management | Membership Management | Stakeholder Engagement SharePoint Applicants SCMS/Azure/Private Azure Dynamics CRM SharePoint Azure Dynamics CRM Presentation Layer Portal/DM Lync/Exchange Azure Directory Services Azure Integration Services Azure Web Sites xRM Framework & Design Business Rules Data / Transactions Stakeholders Moneris CanadaPost Other LOB Apps Solution Benefits and Features • • • Modern web presence Public discovery of available services Quick sign up & registration process Self-service Members Portal • Registered members sign in to Update Profile, Submit requests, inquiries, complaints, Submit Applications, etc. • • Self-service anytime access, reduced call volume Secure access View status and communicate with staff xRM Management Platform • Internal operational staff processes, manages, and tracks members, cases – requests, inquiries, complaints, applications. • Public website Members of the public can register and sign up for services • Member contact, case and application management Business Process Automation & Workflows Dashboards, insights and analytics Business Benefits Reduced Development & Operating Costs Tight Integration with Microsoft Desktop Application Maximizing Investment in Software Licences and Support Build vs Buy vs User Adoption Sierra’s xRM Portal Accelerator SNEAK PEEK Office 365 sign-in page Create Profile Create Profile – T&C and Opt-in Manage Profile My Cases – Hover over ID My Cases – Add a Comment Why Integrate Dynamics CRM and SharePoint – The Review Why Integrate Dynamics CRM and SharePoint Integrated Experience • Role-based security via configuration • Single sign-on (SSO) • Document management and online office documents • Complementary technologies, familiar look and feel • Leverage existing Microsoft software licenses • Web based portal Lessons Learned Lessons Learned • Integrations are never as simple as sold: • Data integrations with external systems • Single Sign on between SharePoint and external systems • SharePoint logout not straight forward when ADFS is used • Display content from multiple external systems on the same SharePoint page • Session storage • File upload and download to and from CRM • Creating and following a clean deployment process. Thanks To The Sponsors! Sponsors Questions and Next Steps paultwigg@sierrasystems.com | Director, SharePoint & Office 365 Practice Lead sergemattu@sierrasystems.com | Principal, Solutions Architect, SharePoint Practice