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Microsoft Dynamics 365 for Customer Service

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Learn how Singapore’s biggest transportation network operator doubled their productivity and delivers faster, friendlier service.

Providing over one billion rail and bus journeys per year, SMRT is Singapore’s biggest transport network operator. In end 2016, the company started using cloud-based Dynamics 365 CRM service management features across its train, bus and taxi services to power new service innovations, and help staff members deliver better customer service. With Dynamics’ inbuilt automation features, SMRT employees are managing 2.3 times more cases than before. And with a cloud-based approach, SMRT can bring innovation projects to life in less than 3 months. Today, SMRT is powerfully equipped to deliver on its core responsibility: world-class transport that is safe, reliable and customer-centric.

Every transport network has its challenges, but Singapore‘s SMRT has enormous responsibilities. As provider of the principal public-transport network in Singapore, it is SMRT’s job to sustain Singapore’s world-class reputation for efficiency and customer service.

“We have 102 train stations and over 1,400 buses, and deliver over one billion journeys per year,“ says Dave Ong, Head, Passenger Service Department, SMRT. “Our mission is to enhance the lives of Singapore citizens with a transport system that is safe, reliable and customer-centric.“

The Cloud Journey to Better Customer Service and Innovations

SMRT is always looking for ways to enhance customer interactions, and in 2016, decided that the Cloud could help. On any given day, more than 1,000 employees are involved in the process of managing customer enquiries, compliments, complaints and feedback. These busy staff also have to pursue hundreds of ‘lost and found‘ cases each month. SMRT wanted to help these employees deliver a faster and friendlier service.

“Today, customers contact us through many different ways — emails, calls, faxes, letters, Whatsapp, Facebook and SMS,“ says Mr. Ong. “We need a case-handling system that helps us manage new processes for handling all these interactions, and a reporting system that helps us visualise our performance in real time.“

SMRT also wanted to make it easier to engage and manage external stakeholders on a succession of new initiatives known as innovation projects. Cloud technologies had the potential to help SMRT create, share and secure new business applications without having to purchase additional servers. “When setting up an innovation project, we want a system that would allow us to adapt and be more creative,“ says Mr. Ong.

One-Stop Customer Service and Engagement

In 2016, SMRT selected the cloud-based customer-relationship management solution, Dynamics CRM Online – which is now part of Dynamics 365 – to manage SMRT customer service and engagements at the enterprise level. The cloud-based solution provided convenience and flexibility to more than 1,000 employees, reduced capital costs and accelerated rollouts.

With the help of Customer Capital Consulting, SMRT used Dynamics 365 to create a single, integrated system for managing all customer interactions. The new solution aggregates all feedbacks, regardless of which channel the feedback arrives at and uses automatic workflows to assign the case to the relevant team.

SMRT Customer Relations employees use inbuilt features to track progress and turnaround times. System aids, such as reminders, help prompt everyone involved to take action when it‘s required. Checkpoints help employees manage the different types of cases, and see that they are on track. Meanwhile, reporting tools provide accurate updates to managers and external stakeholders.

A Force Driving Enterprise Innovations

SMRT has also used Dynamics 365 to create new business applications to support their new ‘Adopt-a-Station‘ initiative for school student ambassadors. With cloud-based workflows and document repositories, SMRT staff can centrally manage applications, correspondence, approvals and activities-tracking. Mr. Ong says that moving to the cloud presented no problem for the project, and the new application was put to use according to the planned schedule.

“The Customer Capital Consulting team was flexible and accommodated our concerns to the best of their ability,” says Mr. Ong. “They were willing to go the extra mile, including conducting training so that our staff were comfortable with the new systems. They worked collaboratively and closely with the SMRT team to meet deadlines and completed the project on time.”

Productivity is More than Doubled with Dynamics 365

With the help of Cloud technologies, SMRT is achieving Enterprise Digital Transformation where it’s vital — Customer Service. Today, more than 1,000 SMRT employees across different locations in Singapore use Dynamics 365 to ensure that customer enquiries and interactions are handled quickly and professionally. With its principal, public-facing systems in the cloud, SMRT can bring new initiatives to life without the cost and delays of investing in new infrastructure.

As a result, the service-oriented staff at SMRT are better able to handle more cases. Automated workflows reduce the manual effort of sorting and directing interactions. Meanwhile, dashboard reporting helps the team and the management of SMRT to ensure that customer cases are resolved within prescribed timelines.

“Our ability to handle public feedback volume has increased 2.3 times,“ says Mr. Ong. “Dynamics 365 reduces manual effort and frees up customer-service staff to handle cases with a personal touch. This helps us achieve our strategic goal of making all interactions with our contact centre more personal.”

Innovations Made Simple

With Dynamics 365, SMRT can accelerate the pace of innovation within the organisation. With customer-ready tools – such as workflow engine, standard user-interface design and dashboard tools – SMRT does not have to source, buy, learn and deploy different solutions to get new capabilities up and running. Managers can now build, test and use new applications fast.

“Dynamics 365 effectively reduces the time it takes us to evaluate, implement and roll out new innovations,” says Mr Ong. “This means we have a faster time-to-market for new projects. In addition, we save money by leveraging our existing investments.”

Innovation Projects Up and Running in Three Months

Today, SMRT can quickly build the systems it needs to support a new innovation project. rolling them out in just a few months, which is far faster than before. These new applications are cloud-based, so SMRT does not need to invest in new infrastructure. And with the many inbuilt automation tools in Dynamics 365, new projects are now easier to manage.

“By helping us create a new communicate hub for SMRT HQ, station staff and the different stakeholders, Dynamics 365 brought our first innovation project to life,” says Mr. Ong. “Our objective is to deliver a world-class transport service that is a lifestyle experience, and Dynamics 365 is now part of our journey.“

Note : Originally Published at Microsoft Official Website. 

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The new face of quality-checks: Industry 4.0 Cognitive Visual Inspection

Numerous manufacturing industries are showing interest and are adopting the smart factory concept or we can call it the connected factory or Industry 4.0 roadmap to amplify their productivity and raised competitiveness. Each and every field of industry talk about asset tracking, predictive maintenance and OEE that are being greatly impacted by Industry 4.0. This is because of the tremendous addition of value by coupling the IT (Information Technology) with Operating Technology. Producers are now looking forward to track the utilization of their products by directly taking feedback from their customers in order to rectify their upcoming variants. And for the attainment of this, the comprehensive value chain has established a network of retailer, manufacturer, supplier, warehouse and the consumer.

The manufacturing process needs to be very steady in order to provision higher qualitative outcomes during every phase of the production. More than half of these quality tests incorporate visual inspections to make sure that all the parts are functional and are located at the destined location or is there any possible blemishes or all the colors are intact or is there any shape deformation. Many times due these defects get ignored during visual quality inspection and reaches the end customer, result of which is customer dissatisfaction and negative brand image in the market. As a measure, companies have to recall the products from the market and from end customers. This is not only a rigorous process but also an expensive one.

Leaving these inspections checks on the automated technology can be tough due to the variety in ranges of product and the tremendous amount of inspections.  There can be any possible complexity that directs towards any sort of defect of any size. So it becomes extreme necessity to deploy the newer and more happening cognitive visual inspection, which has a proven track record to deliver the peak value at its best.

The images that are being captured during the distinct phases of the assembly line are passed through the main learning service, which then stamps it with OK and Not OK part, based on the desired characteristics of the elements and parts..  If the product doesn’t qualify the requirements submitted in the program it will be automatically stamped as Not OK and vice versa. Every organization can train and deploy these systems as per their inspection criteria and can set up even the strictest of visual inspections parameter.

As these programs are built using advanced neural networks, these can be easily trained and can be deployed on any hardware that has been already configured. So it curtails the chances of getting latency during the live production phase and the overall production will commence once it has been set up

 

Wrap Up:

These systems can be easily trained by feeding them the defected images > then allocate the trained system to pre-configured hardware > Inspect the image > and lastly preview the outcomes.

A crosscheck from the human inspectors who can check the results shown by the system will amplify its abilities. This correction information is then fed to the system again for the betterment of the results and to attain desired outcomes. The repeated occurrence of a defect can then be traced back in the production process to identify and eradicate the source of causing that defect thereby preventing it from reoccurring. Such type of cognitive system is a deep necessity for all manufacturing businesses and significantly the ones who are manufacturing products in sectors like automotive, electronics and the ones who are using assembly lines in their companies.

There are some more added benefits of deploying cognitive visual inspection i.e.:

  • Reduction in Inspection time leading to faster time to market
  • The level of quality touches sky with no chances of human mistakes
  • Smoothens Inspection process flow, without much  human intervention
  • Increase in Brand Image
  • Improved Customer Satisfaction
  • Lesser Product Recalls
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How to use your loyalty program to enhance the customer experience in-store

There is no doubt that loyalty programs can bring great benefits to customers and businesses alike. In fact, 81 percent of consumers say that loyalty programs make them more likely to continue doing business with brands, while 66 percent modify their spending to maximize loyalty benefits, according to Bond and Visa’s Loyalty Report. As a rich source of data and personalized engagement, loyalty programs also bring great opportunities to create a superior customer experience. But so far this potential is largely untapped: only 22 percent of loyalty program members currently think they get a better experience than non-members.

Using your loyalty program to create a unique customer experience in-store is a great way to engage on a personal level and bring people closer to your brand. Here are our tips on how you can use your loyalty program to create a unique customer experience in-store.

1. Offer personalized rewards

Knowing who your customer is, and creating rewards especially for them, can be a great way to enhance the in-store experience. Two key ingredients make this possible: data and the right technology.

You already have the data, and a customer who has your loyalty app will have given you permission to use it. To get the best from that data you need to be able to analyze it, and create insightful offers and identify opportunities for personalized recommendations that can increase sales – all in real time. Putting the analytical power of artificial intelligence to work through your loyalty app can empower you to create a rich, personalized in-store experience.

To personalize your loyalty program rewards in-store:

  • Analyze the customer’s interactions on all your touch points – online, mobile, kiosk, social media and face-to-face – to create in-store rewards that match their interests and shopping history.
  • Use a product recommendation engine to suggest ideas based on the customer’s loyalty program data. For example, you could recommend accessories to complement the suit they just bought, or invite them to look at a new collection that includes their favorite colorways.
  • With the customer’s permission, use GPS with their mobile loyalty app to identify them when they’re close to the store. Then staff can be ready to greet them by name and give them personalized, up-to-date offers and advice.
  • You can also give customers a great reason to come into the store by having in-store rewards and offers pop up on their loyalty app when they’re close by.

2. Make the customer feel privileged

Making loyalty program members feel like part of an elite group will really enhance the in-store experience. It can be as simple as putting them at the head of the queue for the latest cool products or giving them members-only privileges in the store.

To set your loyalty program members apart from other customers:

  • Invite loyalty program members to collect free samples of the latest products in-store.
  • Offer members the first chance to buy hot new products before they go on general sale.
  • Provide members-only special offers and discounts throughout the store.
  • Create an exclusive area in the store where your loyalty program members can relax and enjoy a free drink.
  • Offer higher-value, exclusive rewards for the members who spend the most or shop most regularly in your stores.

3. Create special events

Putting on an event especially for loyal customers is guaranteed to make them feel special. A lot of retailers invite customers to share information about their hobbies and interest, and you can use this data to get groups of like-minded loyalty program members together in your store.

To create events that make loyalty program members feel truly special:

  • Invite members to exclusive new-season previews of their favorite brands.
  • Hold a party in-store especially for loyalty program members. Include drinks and nibbles to relax your guests and give them personalized discounts, a treat (for example, invite your loyal customers who are make-up fans and give them a stylist makeover) or made-for-the-occasion gifts that are not available for sale.
  • Invite loyalty program members to meet the experts and learn about the subjects that interest them. It could be a top chef who will demonstrate cooking techniques, a fashion designer with exclusive insights on the latest trends, or an expert who can answer questions about pet care – anything that will captivate your loyalty program members.
  • Invite the customer to the store for special treatment to mark personal events like their birthday, wedding, or the anniversary of their loyalty club membership.

Tie it all together

Your loyalty program, combined with the physical space of your store, holds untold opportunities to let your best customers know how much they mean to you.

In order to give them a VIP experience, though, the right technology is necessary. A system that

  • ties together information from all touchpoints (loyalty app, Point of Sale, CRM)
  • enables you to manage everything – from offers, to personalized recommendations, to special events – seamlessly in the same platform
  • gives you a unified view of your customer and all your interactions

is a fundamental tool in the journey to being customer-centric. When all information is stored in the same place, you can easily access and analyze your customer data, and use the insights – alongside some creative thinking – to create an in-store experience that is personal, engaging and makes your best customers feel truly valued.

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What retail CEOs need to know to lead their business into the future

According to The DNA of the Future Retail CEO from the World Retail Congress, the top two current and future technical skills for retail CEOs are:

  1. Understanding of digital commerce and omni-channel
  2. Data/insight driven approach

The expert panel went on to say that the future retail CEO needs to be data driven “in the extreme”. Meanwhile, Korn Ferry Institute’s study of UK retail CEOs led them to say that the new retail CEO needs to be experienced with both budget and strategy. That is a demanding list of attributes for anyone.

Luckily, CEOs are not alone in managing their retail companies, no matter how big or small those companies may be. The right technology, along with the right people, can make the difference between shooting in the dark and creating a company strategy that is based on the most up-to-date and accurate information possible for unified commerce.

That is right, retail technology changes quickly. Keeping up with change and coping with it is one attribute of a leader-type CEO, according to research at Harvard Business School. More importantly, the researchers at Harvard found that being a leader-type CEO is linked with better outcomes for the company. But how can one person stay on top of the newest technological, financial, and retail trends? Here are some tips.

1) Have unified commerce technology for all your sales channels

Unified commerce is a step beyond omni-channel in that it brings together various, integrated systems into one platform. No matter what your company sells and where it sells it, your software should be a single-platform solution for e-commerce, m-commerce, and in-person sales. Pieced together systems, no matter how integrated, cost more money, and lead to lags in getting the data – or even to data not matching across the various channels. That means that you are missing out on important insights needed to make crucial strategic decisions. A unified system gives you the data you need quickly and easily so you can make long-term and day-to-day business decisions.

2) Have unified commerce technology for your core business functions

Unified commerce is not just about retail channels. A truly unified commerce system allows the front end and back end to talk seamlessly together. This means that tracking financials along with inventory, sales, customer satisfaction, and all other moving pieces of retail is possible in one system. What seems almost impossible if the company is running on different ERP, POS, and inventory systems, becomes smooth and consistent with the right technology. Data can flow freely from one area to the other. With the right business intelligence tools, you can make the connections between various aspects of your company to make better business decisions.

3) Set the goals for your company, but be able to cope with change

Retail changes quickly, but a retail leader can’t run after every shift that happens in the industry. Richard Branson, who got his start in retail, said in a recent interview with Freakonomics Radio that it is important for the head of the company to set the vision. At the same time, Branson has pivoted from retail music sales, to mobile technology, to airlines, so he understands the importance of changing course when needed. In order to change course, you first need to know where you are. Perhaps the change is to launch a series of pop-up stores. You then need to know how this kind of project fits with the overall vision of the company before jumping on the trend. At the same time, you can’t turn your back on a change that will help your business keep up with the modern pace of the industry.

4) Know how your retail business is doing and where it is going

Antoine de Saint-Exupéry famously said that “a goal without a plan is just a wish.” A strategic retail CEO doesn’t make wishes for the company, he or she sets goals and has a plan to track their success. If the retail goal is to sell more products online, the data-driven CEO needs to know where sales were before setting the goal, what data to monitor and how to track that data to know if the goal is being met. This is where key performance indicators, or KPIs, come in.

KPIs are exactly the measures that the retail CEO of today and the future needs to track how the company is doing financially and beyond. A unified commerce platform helps you collect and maintain in one place all the KPIs you need to track. It also enables you to easily split them between channels, product types and even individual products, so you get the level of detail you want for your decisions.

In The DNA of the Future Retail CEO, only 31% of the retail experts asked said that the retail CEO of the future will have the technical skills needed for unified commerce and to make data-driven decisions. Prove them wrong! Don’t be left behind as retail moves into the future. Be the strategic leader your company needs, with the right systems and data to support the decisions you make for your company

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The Industry Solution for Hi-Tech and Electronics Manufacturing

Today’s global customers are demanding more configure-to-order, make-to-order, and assemble-to-order products. The modern, agile industrial manufacturer must be responsive and able to deliver with the highest quality and timeliness. The fluctuating demand leads to significant challenges in managing the internal supply chain, coordinating the extended vendor ecosystem, controlling costs, ensuring quality, tracking production, and optimizing inventory levels.

 

With today’s ever-changing financial and environmental regulations, shrinking product life cycles, and global sourcing challenges, Dynamics 365 for Operations helps you gain visibility across the entire value chain, empowering you to make more efficient and timely decisions.

Trident’s implementation processes reduce time and risk so you can rapidly build an adaptive business network, seize new revenue streams, and respond to changing market conditions regardless of your company’s size.

Trident’s high-tech industry solution is a set of software and services that automate and streamline the following business processes:
• Materials management and demand planning
• Purchasing & Inventory Management
• Multi-Country, Multi Product, Multi-Level Manufacturing
• Multinational Financial accounting
• Supply chain planning and Logistics & Warehousing
• Service management and customer support
• CRM/sales
• Engineering Change Management

Materials Management and Demand Planning

In Hi-Tech Industries, conditions in materials management and demand planning vary rapidly. New requirements need to be determined constantly; order processes and production planning have to be updated. Manufacturing operations need to respond quickly and without too much expense. The higher the product and BOM complexity, the more important a comprehensive, automatic MRP planning process becomes.

Trident’s Hi-Tech Solution provides powerful MRP planning configurations, including ordering and order data, shopping and sales planning and stochastic processes.

Purchasing & Inventory Management

Trident’s Hi-Tech helps you in procurement planning considering minimum order quantities, lot sizes, purchase prices and current stock levels.

  • Purchase planning based on planned and historical consumption levels
  • Blanket orders, supplier inquiries & bonus management
  • Purchasing agreements with suppliers on price, quantity and delivery time for optimum supplier selection
  • Faulty parts management and backlog information with activity messages to avoid delivery delays
  • Supplier connection via the Enterprise Portal or other common industry standards

Multi Country, Multi Product, Multi-Level Manufacturing

Trident’s Hi-Tech gives you an overview of delivery dates, component availability, production capacities and capacities of external manufacturers (make or buy) and be able to plan accordingly.

  • Graphical view of production resources and production orders
  • Integrated materials and capacity planning as well as production priorities for managing rush orders
  • External production with the provision
  • Extensive production papers with barcodes, label handling for batches and serial numbers
  • Integration of time recording, production data acquisition and machine data logging
  • Visualisation of QA and QM processes
  • Various process variants can be configured such as Made to Order (MTO), Make to Stock (MTS), and more (BTO, ATP…)
  • Variant and product configurator for building custom products (also via the Enterprise Portal on the Internet)

Financial Accounting

Financial management is the core of Microsoft Dynamics 365 Hi-Tech. Full integration in the other areas of the application allows the collection and analysis of financial data in real time. With extensive country- and region-specific features, the solution fulfils the local financial requirements for 36 countries.

Financial accounting, financial planning and cash flow management on client company code, cost centre, cost object and up to seven other dimensions

  • Automatic accrual for consignment stock, bonus agreements and goods.
  • Automatic “work in process” (WIP) tracking for productions and projects
  • Cost and performance accounting integrated into production, project, time recording and production/machine data acquisition
  • Stock valuation

Engineering Change Management

Research and development (R&D) are the basis for the success of many medium-sized high-tech companies. Efficient quality, time and budget management for R&D processes often decide the future success of a company. Different types of projects and the integration of customers and suppliers into the processes require a flexible system for managing and controlling project activities. The product module allows you to manage and monitor internal as well as contract research projects.

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How to Transform your Data into Actionable Insight?

Discover a transformative line of business application built using Microsoft big data and advanced analytics. BI is best practices that enable access to and analysis of information to improve and optimize decisions and performance.

Advance Your Analytics Journey

BI (Business Intelligence) and analytics within your company with Trident Data Analytics. Starting out with the right solution from Trident which enables your organization to rapidly accelerate from Reporting to Monitoring.  Trident’s Data Analytics Solutions connects to the applications that you have deployed today, including Microsoft Dynamics 365 for Operations and legacy Dynamics AX 2012.  Insights include historical trending, drill-down reporting, and improved insights into your operational and financial business needs. With Trident Data Insights, there is a single source of the truth for your analytical data.

Offerings

To help clients meet the demands of today and plan for tomorrow, we offer the following services:

  • Business Strategy and Enterprise Metrics: Enterprise information management strategy and roadmap development, business information health assessments, business case development, platform and tool evaluations, architecture definition and enterprise metrics management
  • Business Process Application: Event monitoring, BI adoption, organizational deployment and user empowerment
  • BI Capabilities: BI rationalization and consolidation, data visualization and analytic applications development, BI Center of Excellence, cloud reporting
  • Analytic Applications: Enterprise analytics services, industry solutions and web analytics
  • Information Infrastructure: Data modelling, data architecture, data integration Center of Excellence, master data management, metadata management, data quality management, data warehouse performance improvement, design and development, quality assurance and auditing and data governance

Assess Analytics Maturity & Develop Roadmap: Analytics maturity assessment across categories such as Organisation, infrastructure, Data management, Analytics, Governance

Data Exploration & Preparation: Data discovery & mapping exercises. Establishing data governance rules for initial rolls out of BI.

Trident Data Insight Foundation: Deployment and configuration of ADI semantic layer. (ie: Data warehouse, power BI Content packs). Designing and development of initial BI focus for a specific area of your business.

Trident Data Insights Analytics: Specifically targeted predictive and prescriptive insights. Focused on business outcomes

Data Visualisation

Organizations are building huge stack of data but the key to unlock the data is through visualizations like reports, metrics, KPI’s and dashboards. Trident’s  Business Intelligence and Analytics visualization services are giving shape to the data and turning data into metrics which can be tracked at various levels by CXO’s and managers. Trident’s visualization service is tailor-made based on your organization sector which decides the key KPI’s essential for your organization. We are Delivering real-time solutions to organizations which enables them to make informed decisions.

Build End-to-End Framework From Big Data Platform to Solutions

Engineer, Monitor and Maintain

We can help you with the right skills, tools and expertise to turn your business problems into business insights. Our data engineers analyse and integrate all your data (both structured and unstructured ) and try to make it tangible for your business. Our expertise in cloud computing platforms including AWS, Google, Azure, IBM and Oracle enable us quickly build bespoke Big Data platforms that can be up and running within hours, and not days.

Predictive Analysis

With the techniques like data mining, statistical algorithms, modelling, machine learning and artificial intelligence, we identify the likelihood of future outcomes basis the historical and existing data lying in your data warehouse. We help you understand Beyond What Has Already Happened and provided the best assessment of what will happen in the future. We build and deploy predictive modelling directly into your business processes using our multi-faceted predictive analytics capabilities in a single solution.

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