Utile Technologies: An Overview

1. Utile Technologies: An Overview Utile Technologies – An Overview of Microsoft Dynamics/CRM

2. Utile Technologies – Who are we? An agile, “relationship-centric” Technology/Analytics/Consulting firm with global service delivery capabilities • We partner with business of all sizes and verticals to architect, develop, implement, measure, optimize and maintain solutions that drive their success metrics • Our global footprint (with offices in the US and in Bangalore - India) enables us to be a quality driven and cost-effective solutions partner • Microsoft and Sitefinity recognized Partner • Experience in verticals such as Real-Estate,Healthcare, Banking, Technology etc. in areas ranging from data/content management, product/application development, BI/analytics, CRM, and Cloud services • Service Delivery Vision: • A “globally enabled” trusted advisor that you can count on to overcome your toughest business challenges • Not a “One Size Fits All” approach – adapt readily to client’s unique needs • Complete transparency and partnership with our clients during all phases of an engagement

3. Dynamics/CRM Platform Overview Dynamics/CRM Modules • Designed to help organizations acquire and retain customers and reduce the time spent on administrative tasks • Easy to customize without any coding • Collaboration and process automation across departments • Rich workflow process options • Strong integration with SharePoint Web Parts to build Web Portals and Dashboards • With Office snap-in to build total integrated solution

4. Utile’s Dynamics/CRM Development Capabilities • Implementation • Customization – e.g., Case, Forecast and Portal enhancements (see case studies for details) • Application development and integration around Microsoft CRM • Integrating CRM applications with VoIP platform, Web services and Accounting applications • Migrating data from other CRM systems and sources to Microsoft CRM – myriad data formats • Tools to audit and improve data quality • Reporting Services • Data warehousing

5. Utile’s Dynamics/CRM – Engineering Capabilities • Utile Engineers have worked extensively on extending functionalities that help to redefine your Customer Relationship Management experience by delivering cost-effective, timely, flexible, and customizable solutions that drive consistent and measurable improvements and provide a level of service you that you can expect only from a Microsoft partner. • Complete configurable suite of ASP.NET user interface controls • Inheritable pages that enforce the Microsoft CRM look and feel • Multi-functional grid control loaded with features that integrate CRM applications with VoIP platform, Web services and Accounting applications • Framework through which external data can be linked to CRM entities • Improved user experience using Asynchronous JavaScript and XML (AJAX) • Mimics Microsoft CRM navigation

6. 360-degree Lead view • Lead, Opportunity Management • Automated Lead routing • Sales process automation • Competitor tracking • Right message to Right audience • Marketing Campaign • Segment customer data • Lead and Sales management • Handling service requests • Track requests • Manage support issues • Deliver efficient service • Intuitive BI • Role-tailored reporting • Track & Manage performance • Create reports • Measure & Forecast revenue • Identify opportunities • Manage service issues • Extends to handheld devices • Sales lead management • Marketing campaign • Customer service functionalities • Multiple languages support • On-line / Off-line option Utile’s Dynamics/CRM Capabilities Across Function Modules • Meets specific process requirements • Ability to quickly configure • Codeless Environment • Out-of-the-box Web services • Legacy applications • Integrated Customer info • Integrates across departments, division, external data sources • Business Management Solutions • Other business systems – VoIP, Great Plains, APIs, etc..

7. Case Studies: Utile’s Microsoft Dynamics/CRM Experience

8. Case Study 1: A Portal Enhancement Solution Allows organizations to quickly create a web-based customer service presence and support functions, enabling users to authenticate and self service themselves • Create new Customer Service Cases • View and update existing Service Cases with Service Case Activity history • Attach documents when working with Service Cases • Configure the Service Case entry form as well as the Case View and Details screen • Update Contact record details to keep personal data up to date • Configure the Portal screens in terms of which fields to display, ordering etc. • Selectively publish the activity types that gets displayed to the Portal user • Personalized email templates for customer communication and setup automated notifications • Allow different users access to different parts of the Customer Portal based on their security level • Access data from a 3rd party system to display in the Portal by developing custom modules • ……And as a result…..Provided world class customer service over the web

9. Case Study 1: A Portal Enhancement Solution

10. Case Study 2: Interact – A Telephony Solution for the Contact Center • Interact is an unique solution for contact center agents, that connects to disparate customer attributes and aggregates them via a real-time Microsoft Dynamics CRM 3.0 solution, triggered by an inbound call • A simple and robust UI sits on the desktop and enables the agent to search all customer databases at once, and then actarmed with the intelligence • With inbound telephone calls, Interact automatically: • searches all CRM databases • identifies the caller • pops open the customer record in your Microsoft CRM and • inserts an activity record • Interact records telephone calls, chat sessions, video and desktop activity, and automatically inserts those captures into your CRM. • Many out-of-the-box integrations, including Active Directory, MS Outlook and SQL • ……And as a result…..Delivered customer service over the phones more efficiently

11. Case Study 2: Interact – A Telephony Solution for the Contact Center

12. Case Study 3: Email-to-Case Creation Tool • A Windows service that monitors unlimited number of Microsoft CRM enabled queues converting inbound Emails into Service cases. It instantly allows CRM users to link Email activities to those case records, without burdening service representatives with additional data entry. • Allows administrator to check frequency at which the service converts incoming Emails into Cases • Email-To-Case can work with an unlimited number of Microsoft CRM queues • For each queue, the Case field default values can be set differently • Ability to designate whether Cases should be linked to the Contact or Account record • Uses Email subject line keywords to convert specific Emails to Cases (for example, only Emails with subject lines ‘case’ should be converted into Cases. This is useful for filtering spam and ensuring that only legitimate requests become service Cases) • …And as a result….Reduced operations costs for case processing while maintaining reliability

13. Case Study 3: Email to Case Creation Tool

14. Case Study 4: Forecast Manager Tool • Designed to improve forecast accuracy with a single, easy to update screen listingfor a sales team • Sales personnel can quickly update the sales cycle stage, likelihood to close, estimated close dateetc. and generate revenue forecasts and other metrics • Managers can view and update opportunities assigned directly to their direct reports • Users can configure complex views to list opportunities meeting specific criteria. • …And as a result….Improved forecast accuracy and reduced time spent updating forecasts!

15. Case Study 4: Forecast Manager Tool

16. Thank You! C :- ontact UtileTechnologies Ph: +1-302-353-4436,+91-80-2572-4037 www.utiletech.com