Read here How Microsoft Dynamics 365 helps in Sales, Read 6 strategies to boost sales productivity.
Read here How Microsoft Dynamics 365 helps in Sales, Read 6 strategies to boost sales productivity.
As it approached its 10-year anniversary and its first billion in revenue, global logistics and freight company Crane Worldwide Logistics looked for a modern platform that brought all its sales tools into one place. With the Microsoft Relationship Sales solution, which brings together LinkedIn Sales Navigator and Microsoft Dynamics 365 for Sales, its salespeople have the tools to drive more meaningful engagements with customers, convert opportunities faster, and create more revenue.
Just by getting the team using the platform, we’ve seen an uplift in activity in all areas. We’ve had record growth since implementing Microsoft Relationship Sales—the last quarter was excellent for us.
From a startup created in the risky business climate of the 2008 recession, Crane Worldwide Logistics has become a major player in the global transport and logistics industry, on track to hit USD1 billion in revenue in 2019. Created by former Eagle Global Logistics executives and headquartered in Houston, Texas, Crane Worldwide aims to provide customers with full transparency into its supply chains by coupling talented people with game-changing technology.
But with salespeople spread across the globe, Crane Worldwide found itself with a visibility problem.
“We weren’t all working on a common platform, so we were lacking in visibility,” says John Jergens, Vice President of Global Sales at Crane Worldwide. “We knew we had a vast sales pipeline out there, but there wasn’t much data available on it—so we couldn’t see how robust it was.”
A key part of the Crane Worldwide ethos is providing customers with meaningful interactions—and that relies on having a customer relationship management (CRM) solution that salespeople can use to build and maintain relationships and convert opportunities more effectively. But, with a seven-year-old siloed CRM system that it had simply outgrown, the company lacked the tools its salespeople needed. “The previous system never had very good adoption,” Jergens adds. “It just wasn’t very functional.” So, the team went looking for a platform that could replace it.
With implementation support from Microsoft Partner Network member PowerObjects, Crane Worldwide deployed the Microsoft Relationship Sales solution, a powerful combination of Microsoft Dynamics 365 for Sales and LinkedIn Sales Navigator, to support personalized, meaningful customer engagements. The team was already using LinkedIn Sales Navigator and Microsoft Office 365, so Dynamics 365 for Sales was the ideal addition to the Crane Worldwide ecosystem.
“We saw how Microsoft Relationship Sales could help us focus on being easy to work with from a customer’s perspective,” explains Jergens. “So this whole deployment was part and parcel of becoming easier to do business with.” Now, just six months into deployment, Crane Worldwide has 300 Microsoft Relationship Sales users in its ranks, including 150 direct sellers along with employees from its marketing and account management teams.
Using the Microsoft Relationship Sales solution, Crane Worldwide salespeople have already changed the way they work. And they’re reaping the benefits of the visibility they’ve gained into the sales pipeline.
“Once we rolled out Microsoft Relationship Sales, the overwhelming response was that it’s really easy to use, and it doesn’t take much time,” says Jergens. “We created a very simple weekly routine where our sellers spend about 30 minutes adding new data into Dynamics 365 for Sales. That’s just six minutes a day to keep everything up to date.”
With faster processes freeing up more time for the sales team, sellers can focus their energy where it matters most—building the customer relationships that turn into revenue. And, at the end of each week, management can analyze activity through a global dashboard, which combines CRM and customer interaction data into detailed executive reports that show how salespeople are turning relationships into revenue.
“With Microsoft Relationship Sales, we can generate KPIs that tell us what a healthy pipeline should look like. We look at the number of prospects and targets, how long the sales cycle takes, and the time from when we close an account to the time it generates revenue,” explains Jergens. “And if the pipeline isn’t where it should be, we can support the sellers with the resources that they need—it’s more productive all around.”
Because Microsoft Relationship Sales brings together so many sales capabilities, Crane Worldwide sellers have everything they need to do their jobs in one place. Previously, they had to manage a relationship from scoping to sale across disconnected tools and platforms, far from an efficient process.
“It’s difficult to put a number on what it’s like to manage 30 or 40 customers with an email folder and a spreadsheet,” says Jergens. “Now, once the salesperson finds a prospect using LinkedIn Sales Navigator, they use Dynamics 365 for Sales to easily track those conversations. Instead of creating and referencing a lot of notes, they can quickly link activities and discussions through Microsoft Relationship Sales.”
With LinkedIn Sales Navigator and Dynamics 365 for Sales together, salespeople can start building the context they need to deliver a meaningful interaction before the first contact even occurs. Insight into potential prospects’ roles, connections, and priorities through LinkedIn Sales Navigator is fed straight into Dynamics 365 for Sales—increasing conversion chances from the very start. “It’s had a direct impact on the time it takes to develop customer relationships, because we have true visibility into those opportunities now,” explains Jergens.
A built-in assistant also sends prompts to help sellers accelerate the sales cycle, reminding them to contact a lead that might go cold or nudge an opportunity as it approaches its estimated close date.
In businesses the world over, sales and marketing teams struggle to communicate and collaborate effectively. As the sales team adapts to Microsoft Relationship Sales, Crane Worldwide is already adopting more of the solution’s capabilities to help sales and marketing stay on the same path.
“The marketing teams are able to work in tandem with the sales team to help them understand how marketing activities can help nurture their prospects,” says Jergens. “They’re really starting to get up and running, using Microsoft Relationship Sales to communicate with the customer base and help convert contacts into leads and then into opportunities.”
Abu Dhabi Digital Authority (ADDA) has a vision that offers a new way of interacting with the citizens and residents in Abu Dhabi and throughout the world. ADDA’s vision embraces technology that delivers value through innovation and service excellence. ADDA is building a digital hub that integrates Abu Dhabi’s 1,600 government and business services with over 55 entities into one central platform. This modernizing journey toward global competitiveness means citizens can look forward to a smarter, happier future with better quality of life—all thanks to the TAMM integrated services platform.
The TAMM integrated service platform is an intelligent customer support center. Taking advantage of Microsoft Dynamics 365, Power BI, and Azure solutions, TAMM unifies Abu Dhabi’s government and business services into 80 integrated journeys. This integration merges a 360-degree view of customers’ information and their interactions across the government into a seamless, proactive, and personalized customer experience. It promises to completely revolutionize the way citizens interact with the government.
Dynamics 365 creates a seamless omni-channel experience. The portal provides United Arab Emirates (UAE) citizens, residents, and visitors with a range of government services through one access point. Operating with Azure and AI increases efficiency and improve customer experience through fast, agile responses to citizen information requests. It provides stakeholders and field workers with decision-making capabilities through in-depth business intelligence on customer behavior.
“Through Power BI, we are now able to ensure that all government data is viewed, including our services that are unified and user-centric,” explains Fatima Al Obeidli, Director – Contact Center Business Management Department at ADDA. “This drives our commitment to superior customer service. The Power BI unified dashboard replaces the multiple reports of the past, ensuring one-of-a-kind customer service experience.”
Microsoft’s customer-first approach has been proven by its profound understanding of ADDA’s vision. “The aim is to establish a unique service model for Abu Dhabi government. Microsoft is a trusted partner, providing us with tools and mechanisms that empower us to lead the digital future of Abu Dhabi,” explains H.E. Saeed Al Mulla, Director, Government Services at ADDA.
“By leading with a modern, reliable, and integrated digital system that serves all walks of life in society, ADDA supports the business environment, attracts more investments into Abu Dhabi, and enhances the Emirate’s global competitiveness,“ says Ali Nimer, Strategy Advisor to the Director General and Head of Digital Excellence Office at ADDA.
Through Power BI, we are now able to ensure that all government data is viewed, including our services that are unified and user-centric. This drives our commitment to superior customer service. The Power BI unified dashboard replaces the multiple reports of the past, ensuring one of a kind customer service experience.– Fatima Al Obeidli: Contact Center Business Management Department
New IT installations often fail. At least that’s the widespread belief surrounding organizational change initiatives today.
One frequently cited study from the 1993 book Reengineering the Corporation goes as far as saying that as many as 70% of the organizations that undertake a reengineering effort do not achieve the dramatic results they intended. A more recent McKinsey survey of more than 1,500 executives who had undertaken a significant change effort in the past five years found that only 38% of respondents said “the transformation was ‘completely’ or ‘mostly’ successful at improving performance.
After two decades of hearing about high failure rates related to change, it’s unsurprising that business leaders are wary of organizational change projects. Organizational psychologist Nick Tasler explained that these negative biases can create a toxic self-fulfilling prophecy.
“When a change project falls a day behind schedule, if leaders and employees believe that successful change is an unlikely outcome, they will regard this momentary setback as the dead canary in the coalmine of their change initiative. (Never mind the fact that three other initiatives are still on time or ahead of schedule),” he wrote in an article for Harvard Business Review. “Suddenly, employees disengage en masse and then the change engine begins to sputter in both perception and reality.”
Yes, change is hard, and complex IT implementation projects, particularly ERP installations, can be particularly challenging. But it doesn’t mean they are doomed to failure.
So where do you start? How can you choose the right technology for your retail business, and ensure that the implementation project runs as smoothly as possible and you get the most from your investment?
Here are some of the main causes for failure in any organizational change initiative, and how can you prevent them from happening:
Issue: An outdated legacy system is impacting business performance, and it needs replacing quickly. In their rush to get the project going, business management jump straight into the implementation without taking the time to develop a well thought-out organizational change management plan.
Solution: Don’t be tempted to cut corners in your planning. Analyze your business, decide what should be prioritized, and understand all the different ways the project will impact your routines at every stage of the process. “Companies should start by analyzing their current and future requirements and processes,” says Gunnar Ingimundarson, Chief Consulting Officer at LS Retail. “How many software solutions are they currently using, and what are they used for? Map out the disparate solutions in the stack, alongside their dependencies and interconnections. The next step is to figure out where they can draw the biggest – or quickest – benefits. Is your POS system not generating the information you need on stock levels and product visibility? Or, are there integrations that repeatedly cause problems or break down? Do you experience missing data? Identify the area(s) where a new system would bring immediate value in terms of savings or returns. That’s where you should start, and that should determine your priorities.”
Once the priorities are set, break the project down into manageable chunks, from pilot phase to initial implementation to company-wide rollout. Consider when it’s most appropriate to start each phase of the installation so you won’t place unnecessary strain on your business during busy times.
Issue: Management want the new technology in place quickly and only focus on the end goals. They get frustrated by how long the project is taking and threaten to pull the plug. Or they wonder why the new software isn’t being adopted widely and successfully when they failed to communicate the changes to everybody in the business and get company-wide buy in.
Solution: All stakeholders need to be committed to the project’s success right from the beginning, and to clearly understand the project’s scope and goals. “Internal resistance can kill even the best implementation project,” says Eric Miller, Regional Director for the Americas at LS Retail, building on his 13 years of experience in software implementations. “Get the buy-in from all stakeholders from the start, and make sure that the goals, objectives and expected end results of the project are clear and communicated from you to the stakeholders, and from the stakeholders to all the customer parties involved. It never pays off to sell a dream you can’t deliver on.”
Bring together personnel from different departments to understand their requirements and what outcomes they hope to achieve from the implementation. Similarly, they need to understand how much time should be devoted to a project like this and ensure project teams are given sufficient time to carry out the work. Set realistic timeframes from the start, and ensure everyone knows exactly what’s required of them.
Issue: Even the best prepared projects encounter hurdles along the way, but if unforeseen issues arise and major milestones are missed, it can be tempting to throw in the towel and deem the entire project a failure.
Solution: Know that when you’re dealing with a large-scale IT implementation, it’s hard to plan for every eventuality. Be willing to adapt and take a different approach if it ultimately means the project will be a success. “What was deemed to be the best approach initially may need to change – this might even happen after the pilot is completed. I have seen companies that went through multiple pilots before finding the right balance. It’s a learning process, and it’s never over,” says Miller.
It’s worth learning everything you can from the pilot implementation. Instead of rushing on to roll out store #2, take a moment to see how the system is working and to identify any issues that you couldn’t have planned for in your testing environment. Success comes to those who take a considered approach.
Issue: It may be tempting to go for the cheapest technology provider, but cheapest upfront may not necessarily deliver the long-term business value you hoped for. You quickly realize they can’t help you achieve your outcomes, because they lack drive, or even expertise.
Solution: Before you enter a work relationship, ask yourself who your long-term partner should be and what knowledge they should have in order to support you throughout the project. Are they familiar with the retail industry, its requirements and workings? Do they fully understand your business needs? Can they come up with ideas and solutions when a challenge arises? Once the pilot and system roll out are complete, will they provide the ongoing support that you’ll need?
It’s important to choose an IT partner that has deep knowledge of the industries you operate within. Their technology has to relate directly to your business needs and they need to appreciate the unique intricacies of what you need to be able to do. Consider how they tackle problems as they arise, and if they can foresee challenges and risks that you may not have considered. Your technology provider should be a long-term partner, someone you are confident working with and that you trust to take the right decision for your success. Trident is one of Best ERP Implementation partner in India, UAE & South Africa, you can contact us for any type of ERP Implementation, Support, Training, Resource, etc.
Issue: The upfront costs of the project are high and management struggle to see the overall business value. They’re concerned about how quickly they’ll achieve a return on investment. They begin to think that it may be cheaper and easier to simply fix their legacy system and keep it ticking over for a few more years.
Solution: While it’s important to focus on the immediate benefits the new solution will bring to your business, it’s just as critical to consider the longer-term impacts too. You may be looking for your solution to quickly boost productivity, deliver business efficiencies and achieve a fast return on investment, but consider other far-reaching benefits it can bring too. How will it positively change the way your employees work? That is, how many work hours will you save by automating tasks that are currently done by hand? How will it enable your business to scale and grow? What other functionality will you be able to add, which will impact the bottom line? “When calculating the software solution’s return on investment, it pays off to keep your perspective open,” Eric Miller suggests. “You can’t really put a price on a platform that will help you streamline the business, cut needless manual processes, and that can scale with your needs and adapt to changing consumer requirements.”
Do you need expert help to make your next organizational change project a success? Get in touch: our team of can help you get the most from your technology.
Blog Reference : LS Retail Blogs
Transform business process automation and people productivity with Microsoft Dynamics 365 and the Microsoft Cloud
Store closures and social distancing have caused a rise in demand for virtual tools and technologies that bring the shopping experience into consumers’ homes. Beauty brands, which were among the first to try out AI and AR to enhance the consumer experience, are increasingly using the technology to suggest products based on people’s preferences and unique characteristics, including skin tone and face shape, as well as to help customers virtually try on products before committing to a purchase. Even before the Covid-19 crisis, the technology had already proved its worth. Figures from Perfect Corp, which develops virtual makeup technology, show that virtual try-on technology generated 2.5 times higher e-commerce conversions for brands and decreased return rates by more than 8%. Trident is offering Cloud Based Retail ERP Software to manager retail operations effectively
As the technology develops and becomes more sophisticated, consumers are progressively trusting in AI to help them make purchase decisions.
“Consumers trust AI to curate a choice of products, services and experiences that reduce complexity and make life more fulfilling,” writes Andrew Cosgrove, Global Consumer Knowledge Leader & Lead Analyst at EY. “AI knows its “owner” so well that it suggests new and unexpected product ideas or experiences they love.”
Digital suddenly finds itself one of the main commerce channels for retailers. We expect AI and AR are here to stay, as more consumers become aware of their virtues when it comes to convenience, and as these technologies can help retailers to continue trading regardless of what happens in the real world.
Here are four ways to make AI and AR work for your business:
AI and AR take online shopping to a whole new level by making it possible for consumers to choose from selected products picked out just for them, try out new experiences and test products in ways they wouldn’t have been able to previously – all from the comfort of their homes.
Early pioneers of AI- and AR-powered online shopping include opticians, who realized that consumers still want the option to try on glasses and see what styles suit them before committing to a purchase. Virtual fitting technology has made this possible, with some retailers further elevating the experience using AI to automatically suggest the perfect frame to suit your face.
Indeed, AI lends itself to verticals where consumers may find themselves bogged down in complex choices. Instead of having to scroll through hundreds and hundreds of beauty products, for example, new services such as My Beauty Matches use AI-powered algorithms, and using the consumer’s previous searches, purchases, and known preferences, they suggest items from large databases (in this case, there are over 400,000 products) that couldn’t be easily browsed by the consumer.
Advances in machine learning help brands to identify consumer styles and preferences to gain a granular level of customer understanding, so they can optimize each customer’s individual journey.
“In one of the worlds we modeled, consumers valued time much more than money,” Andrew Cosgrove, Global Consumer Knowledge Leader & Lead Analyst at EY, said. “Their personalized AI learned about their unique preferences and used those insights to buy most of the things they needed. This allowed them to spend their time shopping only with brands that reflected their values and purpose.”
The most successful AI and AR experiences today tend to be delivered by retailers that have large item assortments and the ability for consumers to personalize their choices. Home goods and furniture retailers are a clear use case, with many using the technology to help customers choose products that will fit beautifully into their homes and match their existing décor.
Online furniture retailer Wayfair is known for using AI to target customers with personalized recommendations. The company’s search algorithm extracts the customer’s style preferences from their search history to present a selection of furniture that is likely to appeal. Another service allows customers to take a photo of a furniture piece they like and match it to a similar item in the Wayfair inventory, which holds millions of products.
AR then takes this a step further by giving consumers the ability to virtually see how products will look in situ before committing to a purchase. Returns on investment have been demonstrated with increased conversion and reduced returns.
AI is proving its worth in fashion too, helping customers choose clothing that will fit them best by analyzing previous purchases and suggesting sizing based on their profile. Iconic jeans brand Levi’s uses an AI-based chatbot to help customers find the perfect pair of jeans. It asks consumers their preferences when it comes to fit, rise, amount of stretch and wash, and asks what size they are in another brand to determine the best size in Levi’s and suggest the right pair.
And in beauty, brands are using the technology to offer services such as instant foundation shade matching and advanced skincare analysis, as well as matching consumers with products and looks that will suit their complexion, style and occasion.
One of the major benefits that retailers can draw from AI and AR experiences is the amount of data they can collect about their consumers along the way. This data, if collected appropriately, can be used to improve the accuracy of stock and inventory requirements forecasts throughout the year.
“As consumers browse, test features and make purchases, they are providing retailers with an entirely new set of data points,” writes Hamaad Chippa on Retail TouchPoints.
Retailers can then use this information to rethink product assortments for a better shopping experience, or to develop highly targeted marketing campaigns that lead to greater conversion rates. For example, a customer who just bought a whole load of supplies from a pet store for their new kitten is likely to want to sign up for home deliveries of cat food.
AI can also help retailers target consumers with promotions that are more likely to lead to purchases based on past browsing and purchase history. “Whether that is 10% off online, 15% in-store or free shipping, customers automatically receive the promotions that are most likely to make them convert,” writes Imtiaz Mohammady on Forbes.
Retailers are increasingly using AI to gain a better picture of what stock they hold currently and what they will need in future. Although many are used to interrogating their data to anticipate demand and make accurate forecasts, AI is taking the game to new heights by helping them to better prepare for unexpected events and predict and prevent potential supply chain disruptions. Advanced forecasting and replenishment tools can help react to changes, recalculate new quantities to reorder for stores and warehouses, and adjust the supply systems to keep up with demand.
Supermarkets in particular are turning to AI models to help keep store shelves stocked. Companies such as Walmart have been trialing robots that scan aisles for missing products. And in its Walmart Neighborhood Market store in Levittown, New York, the company is exploring the possibilities of AI and using real-time information to help store associates know more precisely when to restock products, so that items are available on shelves when they’re needed.
“Customers can be confident about products being there, about the freshness of produce and meat,” Mike Hanrahan, CEO of Walmart’s Intelligent Retail Lab, said in a press release. “Those are the types of things that AI can really help with.”
Retailers need to be able to offer rich and convenient customer experiences, and both AI and AR are very quickly opening up new possibilities that could transform retail, making it more adaptable to diverse situations.
In the not too distant future, AI and AR could help to make retail experiences even more personalized, unique, collaborative and social. Without moving from their sofa, customers may be automatically sent a selection of outfits and beauty products curated just for them in anticipation of an upcoming family party. They will simply scroll through the selection, try everything on virtually, mark down what they want to purchase, and wait for everything to arrive well in time for the big event – no hassle, ultimate convenience. Contact us for Retail ERP Software demo or write us at firstname.lastname@example.org