Group 2 - Microsoft Dynamics 365 - Pre-call Sales Report - Ver 1 PDF

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Sales Pre-Call Report...

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Microsoft Dynamics 365 Pre-call Sales Report Prepared for:

Paul Gallant

Prepared by:

Ahmad Kameel, Koushik Venkatesh, Srihari Gorur, Neel Patel, Srinevasan MS

Last Revised:

February 12, 2019

Version:

1.0

MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

TABLE OF CONTENTS Paul Gallant

Prepared for:

0

TABLE OF CONTENTS

1

MEMO TO SALES MANAGER

3

MEMORANDUM

3

FROM:

3

Ahmad Kameel, …

THE MACRO ENVIRONMENT

5

Current Business/Economics Factors

5

Legal and Political Factors

7

Technological Factors

9

Social and Environmental Issues Current Trends

10 11

KNOWLEDGE OF THE SELLING COMPANY

12

History and Background

12

Company Size

13

Reputation

13

Company Policies, Procedures and Practices

14

Deal Structure

14

Privacy and Security issue

14

Implementation Dependency Understanding the Right hierarchy

14 14

Understanding the way forward

14

KNOWLEDGE OF PRODUCT AND SERVICE

15

Background Features, Advantages and Key Benefits

15 15

Product Support and Support Services

16

Licensing and Pricing Models

18

For larger deployments, customers may qualify for a lower price per user.

19

Evidences and Testimonials

19

Eric McKinney, Cloud Service Manager at G&J Pepsi

19

COMPETITIVE KNOWLEDGE SALESFORCE

22 22

ORACLE

23

SAP

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

PEGA

26

Gartner – Magic Quadrant for the CRM Description of the Customer company

27 28

History

28

Organization Size

28

Analysis of Needs

28

KEY NEEDS OF BUYING COMPANY

29

WORKS CITED

30

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

MEMO TO SALES MANAGER MEMORANDUM DATE:

12 February, 2019

TO:

Paul Gallant

FROM:

Ahmad Kameel, Koushik Venkatesh, Srihari Gorur, Neel Patel, Srinevasan MS

SUBJECT:

Implementation of Dynamics 265 in YMCA

YMCA is a non-for profit organization provides many services for the local communities, and it maintains a huge number of clients every year. YMCA’s vision is to provide high-quality services to help building communities’ healthies children, teens and young adults (YMCA, 2017).

In the “Four Year Road Map (2016-2020)” released in mid of 2015, one of the main strategies in Information technology is to operate a new Customer Relationship Management (CRM) system, and that comes as a result of realizing the essential role of utilizing the technology to maintain and improve it’s services (YMCA, 2017). Microsoft Dynamics 365, the smart CRM solution developed by Microsoft and used successfully by many businesses in different industries can add a tremendous value in supporting YMCA’s strategic objectives from different points of view, below are some of them: 1- Microsoft Dynamics 365 is not only a CRM solution, but it also provides a full collaborative suit covering finance and operations, retail, talent, sales, customer service, project service automation, field service, and marketing 2- Microsoft Dynamics 365 is fully integrated with other Microsoft products such as Office, Outlook and SharePoint 3

MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

3- Microsoft Dynamics 365 provides easy user interface that require minimum level of training and support which ensure a high employee-productivity from day one 4- Microsoft provides different licensing schemas that suite all organization’s sizes and needs 5- Microsoft provides high level support services to it’s clients Taking advantages of these benefits will make Microsoft Dynamics 365 is very suitable option to be implemented in YMCA. Adding to the above, Microsoft is supporting for the non-profit organizations, and will provide some services and product customizations for free to support the community.

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

THE MACRO ENVIRONMENT Current Business/Economics Factors



Industry Contribution to the economy of Canada.

o Nonprofit industry contributes an average of 8.1% to the total GDP of Canada. o Nonprofits are funded by the income earned from the sale of products and services (45.6% of the total income), individual or corporate donations (11.2%), and government funding and foundation grants (20.9%), Membership fees (17.1%), Investment income (3.6%). o Annual donation to charities and nonprofits is $10.6 billion from the Canadians.

(“In Canada, the nonprofit sector is growing at 6.4% annually compared to 5.6% for GDP.” 2013 report of Johns Hopkins University)

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

(The contribution of charitable and nonprofit sectors to the GDP is higher than industries like oil and gas, utilities, Agriculture, Forestry, Fishing and Hunting. This shows that the potential of sales and purchase is very high.)



Employment in Nonprofits in Canada

o A total of 2 million Canadians is employed in charitable and nonprofit industry. o More than 13 million volunteers are hired for charities and nonprofit campaigns.

(1.3 million were employed in the Non-profit and charitable sectors. The figures are accounted for about 13% and 8.5% of the total workforce in Canada)

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT



Business Size in terms of Employees

o YMCA has a total of 5,944 full time employees as of the 2017 – 2018 Annual Report. 7

MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

o There were 5,455 volunteers who had taken part in various events in the year 2017 – 2018. o YMCA is a Large-scale firm and will come under 0.14% of businesses in Canada. Legal and Political Factors



Tax filers claiming Donations on Decline

o There is a decline in the percentage of the population who files taxes and who claim charitable donations. o In 1997 the claimed charitable donations were 25.7% and they have declined to 23.38% in 2012. o Gender wise there is a fall in men than women who claim donations but in overall there is a decline in claiming donations.

This can affect the Financial Assistance (Charity and Donations) that YMCA provides to the people. If the decline keeps falling since the taxes 8

MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

are being a problem to claim the donations, then YMCA’s Donations will keep dropping and it will hurt their reputation as they are an organization whose vision and mission is to provide support to the people. 

Government Funding

o The government is going to lower the taxes in the future that means that the government funding would likely to shrink and this will impact the nonprofits and the charitable industry. o It will be also difficult for the future parliaments to increase spending.

Technological Factors



Organizations which do social services and are in non-profit and charitable industry don’t often need the necessity to invest in the innovation as they have to focus mainly of helping the society.



The large firms in the space spend up to 51% in the innovations as well as small and medium firms spend less as there is not much need to apply in the technology. 9

MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT



The technologies are getting to advance and fast and every industry needs to implement the need for technology in their business. So, if the nonprofits and charitable firms do not start innovating and applying the use of technology they won’t stay sustainable in the long term and will get disrupted.

 YMCA Road map to 2020 (Technology specific) 

Develop, deploy, and operate our new Customer Relationship Management (CRM) System.



Support an enhanced online public presence online and in our communities.



Be highly accessible so staff, members, volunteers and donors can interact with the Y online – anywhere and anytime.



Increase staff collaboration by enabling different program streams to share common information fluidly (YMCA, 2015).

Social and Environmental Issues 10

MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

YMCA has 4 core Social factors that help them boost their community. 

Social Support Networks o Centre’s of community 

79 % of 20 – 34-Year-old said that the membership program helped them to take care of their health.

o Youth Support 

60,318 youth joined the gambling awareness, substance abuse and youth justice programs.

o Immigrant Connections 

16,842 of the immigrants to Canada got support at the YMCA Newcomer Information Centre.



Healthy Child Development o Child Programs 

28,785 children had access to high quality. licensed child care.

o Support Programs 

The ability to problem solving in 38,409 children increased by 14% due to the provided breakfast before school in Peel Region.



Personal Health Practices o Holistic Health

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT



167,950 of the population stayed healthy at YMCA Health and Fitness centers.



Income & Social Status o Employment and Training 

Youth aged from 13 – 29 consisting of 29,251 received support at YMCA Employment Centre’s.

(YMCA, 2017).

Current Trends



Data Collection – This trend is popular in evert industry in this current era and it is expanding in the knowledge of how to use data. Nonprofits and charitable industry have also started to use the data collection and analysis. This trend will help the firms to know which social service the population is interested in and with the information the firms can target new campaigns and services to them and can grow.



Social Media Presence - Although social organizations do not need much to be on platforms like Facebook, twitter, Instagram. The need to have a presence on the platforms is a growing need as the current youth is mainly attached to the digital media. To focus marketing campaigns to them and sell the firms services will boost the company sales.



Volunteering expansion – The nonprofit industry revolves around volunteers and the need for them is from the start of the organization. The youth is seeing a need to volunteer more and more as it is becoming a worldwide trend to volunteer for a good cause to increase the potential of an individual in the society. The industry will need to make new programs that can have a big

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

impact on the society and with that the firm can help many new volunteers (YMCA, 2017).

KNOWLEDGE OF THE SELLING COMPANY History and Background Microsoft Corporation is one of the largest software companies in the world. It is multinational technology corporation. The key products and services provided by Microsoft are developing, manufacturing, and licensing software products, including operating systems, server applications, business and consumer applications, software development tools and internet software. Microsoft has been founded by Bill Gates in 1975 along with his friend Paul Allen, Microsoft has established itself as the best and largest software company in the world with at least one of its products in almost every computer in the world. The main industries Microsoft is investing in are: ● Computer software ● Computer hardware ● Consumer electronics ● Social networking service ● Cloud computing ● Video games ● Internet solutions ● Corporate venture capital

Microsoft is also offer very common cloud services such as Bing, LinkedIn, Xbox Live, Windows Update, Windows Store, Outlook.com, TechNet, etc. Microsoft became a publicly owned company in 1986. The company manages to consistently gain a profit of 25 cents for every dollar spent on sales (Microsoft). Company Size

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

With over $100b in revenue in the last financial year, Microsoft is the world’s leading software company. Headquartered at Washington, USA, Microsoft employs more than 100,000 people and has sales offices all over the world. They have established offices in over 70 countries. In terms of finance, Microsoft reported a revenue of more than $85b but there was decline of $1.2b in sales. It’s acquisition of LinkedIn boosted the revenue from that software by more than 400%. It is the seventh largest information technology company by revenue in the world. For more than 30 years, Microsoft is the world’s number one software provider. Over 90% of the computers in the world use a version of the Windows Operating system, and more than a billion computers run on Windows Software. Reputation Microsoft is the 10th most reputed company in the world according to Forbes magazine. It is ranked 9th in the list of Canada’s best employer in 2018. It was also the 3rd most valuable brand in 2018. Ranked as the best company on “The 2019 Just 100” list. It is a list of companies in America that are ranked based on whether the company pays workers fairly; treat customers well and protect their privacy; produce quality products; minimize their environmental impact; corporate social responsibility; commit to ethical and diverse leadership; and create abundant job opportunities. Microsoft was named one of the World’s Most Ethical Companies by the Ethisphere Institute. Ethisphere is a global leader in defining and advancing the standards of ethical business practices. It ranks companies based on five main categories which are ethics and compliance program, corporate citizenship and responsibility, culture of ethics, governance and leadership, innovation and reputation. According to company president Brad Smith, trust and integrity are core to their values and critical to success. He also said that doing the business in a way that builds and maintains trust is what drives their passion to apply the power of technology and innovation to improve our world. Company Policies, Procedures and Practices

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

Deal Structure Verbal commitment from the customer in terms of terms of payment method, discounts provided and billing cycle. Any clauses to be that is verbally communicated but yet forgotten on the terms can affect the deal during the sale and later on. Privacy and Security issue It is essential for the seller to ensure that the customer reviews the terms and conditions with his security team before signing the deal. Often, this can cause a problem with the deal. Implementation Dependency More often than out, implementation promises that are not met can lead to stalling of a deal and in some cases, losing the deal itself. It is essential for a selling company to completely satisfy the promised implementations and promised deadlines before moving ahead with the commercials. Understanding the Right hierarchy It is essential to under the right points of contact from the customer’s perspective in order to route the questions to the right person concerned to get the deal done. Many a times, this can stretch the deal and also create an unpleasant experience for the customer. Understanding the way forward Customer retention is an essential component of any business and knowing it beforehand on how the customer and his teams work and what the next year targets are, the seller can predict the customer’s dependency of the products sold and affect the deal later on.

KNOWLEDGE OF PRODUCT AND SERVICE Background Microsoft Dynamics 365 is a cloud-based solution that combines components of Customer Relation Management (CRM) and Enterprise Resource Planning 15

MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

(ERP) along with productivity applications and Artificial Intelligence tools in one application platform. Microsoft lunched Dynamics 365 in 2016, and it was one of the first major vendors to combine the capabilities of ERP and CRM (Techtarget, 2017). Dynamics 365 helps manage the following business functions: ● Finance and Operations ● Retail ● Talent ● Sales ● Customer Service ● Project Service Automation ● Field Service ● Marketing ● Microsoft Social Engagement ● Microsoft Relationship Sales Designed to be personalized, enable greater productivity, deliver deeper, insights and adapt to business needs. Dynamics 365 helps businesses accelerate digital transformation to meet the changing needs of customers and capture the new business opportunities of tomorrow (Microsoft, 2018). Features and Key Benefits

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MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

Main features of the Microsoft Dynamics 365 that help accelerating digital transformation are: 1- Manage the organization’s contact, support, sales, marketing and other data in one place. 2- Visualize data with dashboards and charts that are easy to configure 3- Automate business processes with workflows 4- Create new database-powered apps from the info already in the CRM 5- Create template Word and Excel files from data for quick reports 6- Support to IOS, Android and Windows Mobiles 7- Support to easy-integration with many applications such as Smart Sheet, Google Drive and others (Microsoft, 2019).

Competitive Advantages No Hidden Costs One of the most important factors is the fact that Microsoft Dynamics does not have any hidden costs in its product upon the initial purchase of the license. Add-ons such as Storage, Premium license and additional features are all more or less built into the Dynamics software and if not, they are available at a very low price. Deployment Microsoft Dynamics is available to be deployed in four different formats when compared to their biggest competitor Salesforce who can only deploy it one way. Private Hosting, Multi-tenant Hosting, On-Premise Hosting & Cloud platform. By offering the variety in deployment, Dynamics helps is saving a lot in the long run in terms of Ownership cost. Grows With The Business Microsoft Dynamics has an element of extendibility in it. As the business scales up, the company can completely rely upon the software to be tailor-made to the 17

MICROSOFT DYNAMICS 365 PRE-CALL SALES REPORT

business to help their new needs and wants. All these changes can be done without much coding in the software. The third-party options that are given to the customers via the software are plenty and offer great flexibility. Integration With The Microsoft Eco-System - With Microsoft having a plethora of applications that are in-house, no other competition can come close to them as Dynamics helps in integrating the CRM software to their Outlook, Office 365 and any other applications present. Organizations can, with ease, integ...