Outputs

Leasons Learned

about

Plug and Play end-to-end case study, working with a Welsh software licencing business who want to move their sales and customer service processes online

Client Profile

Profile

Sector: Software Licencing

Offices: 2

Employees: 19

Target Users: 12

Intended Use: Sales & Customer Service

Current System: Excel and Office365

Requirement

1: To improve the sales and customer service processes

2: To prioritise potential customers better

2: To track customer communications, tasks & renewals

3: To cut admin time when searching for data/records

4: To have one true customer record

Users

Super Users: 2

Full Users: 6

Team Members: 6

Discovery

Core Requirement

  • Lead & Opportunity Management
  • Account  & Contact Management
  • Case Management

Budget

  • £3K - £5k implementation
  • £300 p/m licences
  • Support: TBC

Technology

  • PowerApps vs 365 Apps
  • Dynamics 365 Sales
  • Custom PowerApp
  • Outlook
  • Office365

Approach

  • Dynamics 365 Sales Install
  • Interactive demo to full business
  • Wikis and Customised training scenarios sent to users
  • Day 1 - Interactive 0.5 days session with Sales and Customer Service teams

Delivery - Day 1

Preparation

  • Dataverse Production Configured
  • Dynamics 365 Sales installed
  • Users given base level security access
  • Access validated for all users
  • Demo of core sales entity usage provided
  • Practical scenarios completed by users

 

Setup

  • Sales Hub app used
  • Outlook app installed, for licenced users
  • Chrome used to access live environment
  • Personal settings configured
  • Security applied - 2FA (not by us!)

 

User Process

  • Customer records added
  • Leads added & processed
  • Opportunities created & managed
  • Cases created and linked to customers
  • Emails tracked from Outlook to Customer records
  • Personal views created
  • Dashboards & charts created

Outputs

  • More training time required
  • Redundant fields on core records to be removed
  • Redundant system views and dashboards to be hidden
  • New fields required on Account, Lead, Opportunity and Case
  • Data import training required
  • Day 2 required

 

Delivery - Day 2

Feedback

  • Basics understood
  • What about record ownership?
  • What about duplicates?
  • What about offline?
  • Some users forgot entity definitions
  • When do you use a Lead vs Opportunity?
  • What about exporting to Excel?

 

Actions

  • New fields added to Account, Lead, Opportunity & Case
  • Redundant fields removed from Forms and made unsearchable
  • Business Process Flows for Lead to Opportunity & Case updated
  • Redundant charts and dashboards removed

 

User Process

  • More sales training provided
  • Case closure training provided
  • Advanced Find training provided
  • Data import and excel online training provided
  • Activity management training provided
  • Practical scenarios revisited

Outputs

  • Less user confidence today
  • Basics understood, more focus on additional and peripheral functionality
  • More questions than answers!
  • Some negative feedback on Sales Hub app (too many options)
  • Can we automate reports and notifications
  • Requests for one page reminder guides
  • Day 3 required