Tectura Microchannel CRM
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Tectura Singapore is part of MicroChannel Services, a business solutions and technology provider that helps clients leverage technology. Tectura provides solutions like CRM, marketing automation, and ERP to help customers improve customer experience, increase market share, and lower costs. Tectura has offices in several countries and over 250 employees, and was acquired by MicroChannel in 2014 to strengthen its Microsoft Dynamics capabilities.
Tectura Microchannel CRM
- 1. 1 Corporate Profile Presenter MR. ATUL NEBHANI CRM CONSULTANT atul.nebhani@tectura.com.sg
- 2. The Journey 2 About Tectura Singapore Tectura Singapore is part of MicroChannel Services, a multi-award-winning business solutions and technology provider that assists and enables clients of all sizes and industries to leverage on business technology for commercial success. From financial and supply chain management, manufacturing to operations and desktop to devices, Tectura Singapore provides you with a solution that empowers you and your organization to work together efficiently and use insights to make smart decisions. In September 2014, MicroChannel Services, a leading provider of business technology solutions in Australia, acquired Tectura Australia (Sydney, Melbourne, Brisbane, Perth), Tectura Singapore, Tectura Indonesia (Jakarta) and Tectura Malaysia (Kuala Lumpur). Globally, Tectura has been one of the largest and most decorated Microsoft Dynamics partners in recent years, which is now strengthened and growing since Tectura’s acquisition by MicroChannel.
- 3. Local Touch – Global Reach 3
- 4. MicroChannel Quick Facts We Help Our Customers to: • Improve the customer experience for their own customers • Increase their market share • Lower their cost of doing business • Get practical, simple solutions that fit their business needs • Better utilise their resources and assets Sydney, Melbourne, Brisbane, Perth, Jakarta, Kuala Lumpur, Singapore Founded in 1995 1100+ Clients 250+ Employees 50+ Awards Superior Solutions Dependable Service Measurable Value Committed People Customers Superior Solutions Dependable Service Measurable Value Committed People 4
- 5. Experience 5
- 6. Solutions MicroChannel Business Systems Solutions Map 6 Analytics Gain data insights Customer specific reporting Understand your customers and boost revenue Operational Data Driving efficiency across business Business Intelligence For smarter decisions Front Office Customer & Client Satisfaction CRM Software For sale, service, membership and marketing Marketing Automation For marketing strategy and customer lifecycle automation Point of Sale (POS) For customer transactions and data capture Back Office For Effective operations • Financials • Production • Supply Chain • Warehouse Management • ERP • Manufacturing • Accounting • Purchasing Technology Infrastructure Solid delivery of solutions Hosting of: • Anything as a service • Customised solutions • Databases • Managed Services • IT Support • Networking • Security Solutions Mobility Smart Phone Tablets Cloud On Premise
- 7. Support 7
- 8. Solutions 8 Accolades from Microsoft • Inner Circle (Top 1 % of the Microsoft Dynamics Partner Channel) • President's Club • Chairman's Club • Eagle Award • Excellence in Customer Care Award Adding Value to Microsoft’s Leading Business Solutions Tectura has received numerous awards & recognition from Microsoft over the years : • Existing Customer Excellence Award • Existing Customer Loyalty Award • Partner of the Year (Asia Pac)
- 9. MicroChannel | Corporate Profile 9 Microsoft Dynamics CRM
- 10. MicroChannel | Corporate Profile 10 Customer experience is increasingly important of all internet users are now active on social media 72% of internet users trust consumer opinions posted online 68% of consumers are willing to pay more for a better customer experience 86% of customers have left a brand due to bad customer service 65%
- 11. The customer experience delivery gap 80% 8% Delivery gap Companies that believe they provide a superior proposition Companies whose customers agree Bain Customer-Led Growth diagnostic questionnaire
- 12. The new customer engagement model
- 13. Intelligent customer engagement Trust & knowledge over time enable adaptive experiences Predictive Personalized Proactive
- 14. 73%of marketers view customer centricity as critical to the success of their business. Forbes Personalized Channelofchoice across email, digital,social&more Engage attherighttime&place withtherightmessage Maintaincontextbased on behavior, channel&history End-to-end, outcome-focused experience
- 15. Proactive 70%of buying experiences are based on how the customer feels they are being treated. The CMO council Provide self-service toolsto manage customeroutcomes Harness IoTtodetect,engage & alert Analyze socialsentiment &signals toderive needsinmarketing,sales &service Determine nextbestinteraction basedoncontext
- 16. Predictive Efforts based on customer usage patterns can improve earnings by 10-15% McKinsey Useanalytics, internal&external datatoidentify patterns &predict outcomes Dynamically identify newsegments &trends todetermine opportunities Turnevery processintoan intelligent process
- 17. Microsoft Customer Engagement Solutions Personalized | Proactive | Predictive Customer engagement
- 18. 18 Dynamics Online CRM moves to Leader Quadrant CRM Online continued its momentum in 2015. Large sales organizations with more than 10,000 users have begun to consider and select the product… CRM Online Dynamics CRM retains its leadership position in the magic quadrant CRM Server Analyst credit both products for integration with full Microsoft technology stack, a significantly improved user experience with the new process user interface and a broad partner network. The report also highlights the products’ low TCO and acknowledges the fact that the two products share the same code base Strengths Highlighted for Both Products
- 19. MARKETING SALES SERVICE SOCIAL PLATFORM (xRM) Personalized | Proactive |Predictive Customer Engagement Campaign Mgmt Budgeting Segmentation Lead Mgmt Opportunity Mgmt Collaborative Selling Customer Insights Account Planning Service Mgmt Service Level (SLA) Service Scheduling Knowledge Mgmt Social CRM Social Listening Social Analytics Sentiments Analysis Workflows & Business Process Automation Custom Apps Microsoft Dynamics CRM Overview
- 20. CRM ONLINE EXCHANGE ONLINE CRM Add-In for Outlook • Choice of email tracked • Synch contacts, appointments, tasks, email • Offline work then synch • Presence with Lync CRM Online UI • Access from anywhere or any device via Browser • Post Directly to SharePoint Online via Browser • See Activities, Tasks, Contacts in the Browser • Presence with Lync Exchange Server Side Synchronization • Eliminate Email Router • Synch with Exchange Online or On Premise • Keep Your CRM System & Email up to date
- 25. Include Yammer feeds in Dashboards for easy, real-time interaction Find answers, resolve problems quickly with Yammer’s powerful search Share documents & links real-time in Yammer without leaving CRM One login for CRM Online, Yammer, O365 With Yammer… 76% of users have more visibility into cross team work. 80% of users are more informed with what’s happening their organization
- 27. Flat UI Why do I need to pay attention to this record? What is this record about? Primary Information What has happened and is happening? Is this record currently saved? Secondary Information Where is this record?
- 28. Process Flow Streamlined flow to optimize information display No pop-ups Touch enabled
- 29. Multi Entity Search Search here
- 30. Quick Create Click here
- 31. SURFACE IPAD ANDROID TABLET ANDROID WINDOWS PHONE IPHONE Microsoft Dynamics CRM Online for all devices
- 34. MicroChannel | Corporate Profile 34 Customer Stories
- 35. Immediate access to information and solution pathways empowers employees to quickly resolve customer issues. Fast and easy customer service delivered consistently across channels. Streamlined processes means 15% more time to spend with customers. Craig Donaldson CEO Metro Bank
- 36. Increase sales productivity 15-20%. Free up salespeople to spend more time with customers. 360 degree view of customer for better decision-making. Steven Hanna VP and CIO Kennametal
- 38. Stage Stores
- 39. Real Madrid José Ángel Sánchez CEO, Real Madrid C.F.
- 40. 40 Thank You MR. ATUL NEBHANI CRM CONSULTANT atul.nechani@tectura.com.sg
- 41. 41 This COMPANY UPDATE contains information that is privileged, confidential or otherwise protected from disclosure. Any review, dissemination or use of this document or any of its contents must be approved by Tectura Singapore. Tectura Singapore makes no warranties, express, implied, or statutory, as to the information in this COMPANY UPDATE. The information herein is for informational purposes only and represents the current view of Tectura Singapore as of the date of this COMPANY UPDATE. Because Tectura Singapore must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Tectura Singapore, and Tectura Singapore cannot guarantee the accuracy of any information provided after the date of this COMPANY UPDATE. ©2016 Microchannel Services. All company, brand, or product names are marks of their respective holders. Special Note Regarding Forward-Looking Statements: This COMPANY UPDATE may contain “forward-looking statements” relating to, without limitation, future economic performance, plans, and objectives of Tectura Singapore for future operations and projections of revenue and other financial items that are based on the beliefs of, assumptions made by, and information currently available to Tectura Singapore. The words “expect,” “estimate,” “anticipate,” “believe,” “intend,” “plan” and similar expressions and variations thereof are intended to identify forward- looking statements. The cautionary statements in this COMPANY UPDATE and the assumptions used in the preparation of the forward-looking statements identify and involve important factors with respect to such forward-looking statements, including certain risks and uncertainties, which could cause actual results or the benefits that Tectura Singapore might derive to differ materially from those expressed in or implied by such forward-looking statements.