PowerObjects, an HCL Technologies Company, Wins 2020 Global Microsoft Partner of the Year Award… Again!
We’ve got exciting news to share in today’s blogpost. On July 13, 2020, Microsoft announced their global Partner of the Year winners and finalists. We are pleased to report that we won one award and were a finalist for another!
The Microsoft Partner of the Year Awards recognize Microsoft partners that have developed and delivered exceptional Microsoft-based solutions during the past year. Awards are classified in several categories, with honorees chosen from a set of more than 3,300 submitted nominations from more than 100 countries worldwide.
We were named Microsoft’s global 2020 Proactive Customer Service Partner of the Year!
The Proactive Customer Service Partner of the Year Award recognizes a Microsoft partner that excels at providing innovative and unique customer solutions based on Microsoft Dynamics 365 Customer Service. It demands a consistent demonstration of high-quality, predictable service to Microsoft customers, helping to ensure significant business benefits from their Microsoft Dynamics 365 Customer Service investments. Candidates also must display business leadership and sustained customer success, with strong growth in new customer additions and cloud revenue while maintaining and growing the existing customer base.
This is the second year in a row PowerObjects has won the Partner of the Year award devoted to Microsoft Dynamics 365 Customer Service. Click here to view last year’s blogpost.
We were also named a Finalist for Microsoft’s global 2020 Financial Services Partner of the Year!
The Financial Services Partner of the Year Award recognizes a partner organization that excels at providing innovative and unique services or solutions based on Microsoft technologies to financial services customers, demonstrating thought leadership, industry knowledge and expertise, and consistent, high-quality services and solutions.
For obvious reasons, it’s been a difficult year for all of us – and we certainly acknowledge that there are more important things in the world than self-congratulations for industry awards. Having said that, this is truly the ultimate recognition for our business, and a true testament to the innovation and quality of work PowerObjects provides for our clients.
Smart Manufacturing: Transforming the Workforce
Smart manufacturing is the implementation of digitization to streamline processes, create efficiencies, and work smarter, not harder. Similar to Lean Manufacturing, Smart Manufacturing is taking efficiency to the next level to help organizations achieve success.
This is the third in a three-part series on Smart Manufacturing. In Part 1, we described the role smart manufacturing plays in delivering new services. In Part 2, we reviewed how smart manufacturing is optimizing digital operations. Today, we’ll discuss how smart manufacturing is transforming the workforce!
First, let’s consider what your customers want from your company – and by extension from your supply chain:
1.Accurate and timely information about supply. Affirmative responses in terms of when product will be available to ship is critical to winning that business. Anything less may cause your Customer to reconsider their buying decision and look to other sources of supply. These inquiries come in the form of:
Do you have it in stock?
If not in stock, when will it be available?
When can this ship, and when will I receive?
When can this ship, and when will I receive?
Second, how is your company providing these answers – the access to information – and where is that information generated:
2. Your manufacturing and inventory resources need to provide this response to Customer Service Representatives, and by extension to Customers, in a real-time manner. Asking a CSR to drill into your ERP system to ‘divine’ these answers is fraught with peril. This requires a combination of the following:
Simple and easy-to-use depictions of availability and future supply is critical.
Real-time updates to status changes in supply orders.
Enabling technology to capture and communicate these updates (If it’s not easy to capture an update, your company will struggle to get everyone in the supply chain to perform those updates in a timely manner).
Real-time insight; connect sales and purchasing with logistics, production, and warehouse management for a 360-degree view of your supply chain.
Finally, how does a company Transform their Workforce to simplify and enable the provision and communication of this kind of information – throughout your company and customer-facing systems and personnel:
3. Mobility is key. Manufacturing and supply chain employees can experience an always-connected view through mobile apps and seamless integration with the back office.
4. Connections everywhere. Connect people with products and processes. Boost manufacturing and supply chain productivity by integrating people with intelligent mixed-reality devices, IoT-enabled machines, and AI-enhanced applications.
5. Integrated self-service portals for everyone from distributors to your employees to provide the same insight.
When technology makes it easier for your workforce to accomplish their job, the results are transformative. Not only are they happier workers, productivity reaches new heights and your customers see the value of working with you.
For discrete manufacturers who struggle to meet growing production demands and innovate with advanced technologies, we provide digital transformation that brings together people, data, processes, and things. PowerObjects is a leader in delivering Microsoft Business Applications solutions and Dynamics 365 workloads through unparalleled offerings of service, support, education, and add-ons. We help manufacturers leverage Microsoft technology to meet fast production demands, connect legacy systems, automate paper-based processes, and empower the people they work with.
Streamlining Citizen Engagement with an Advanced Omnichannel Strategy
Government organisations are constantly trying to improve engagement with their citizens. Opening the lines of communication from every angle and device is critical in making sure citizens feel comfortable contacting you. This type of engagement allows for a relationship built on trust.
The tricky part is, not everyone likes to engage with you in the same way, making it very tricky to meet everyone’s preference.
Omnichannel is not a new buzzword term, but it is gaining importance in our virtual world. Check out these latest (and greatest) examples of omnichannel service at its best!
2.Internet of Things (IoT) – When organisations connect the devices they own with IoT, it can act as a proactive and innovative channel for service. It enables the ability to monitor issues, send alerts, automate service tickets and allow for proactive service.
3.SMS – SMS is often used as a channel for one-way marketing communications to consumers, but it also makes for a great customer service channel. Customers like using SMS because it’s convenient and eliminates the need to call in to a service center and wait in a queue for a simple question or to check on the status of a work order.
4. Email – Email is in the top two of service channels used by consumers across all age groups. It’s also a channel that commonly goes wrong when an organisation lacks an effective omni-channel platform and strategy. Emails might be answered by multiple agents who may provide conflicting or incorrect information, which is a very frustrating experience. As one of the most popular channels used by consumers, it’s critical to get it right.
5.ChatBot – With the growth of messaging applications, chatbots are rapidly becoming the biggest trend for the chat channel. Chatbots are great for customer service because they can handle basic requests and answer common questions. Consumers are increasingly looking for 24/7 service and chatbots can handle after-hours enquiries.
6.Social Media – The growth in the social media channel has steadied, but it’s still an important channel for customers who are either unhappy and want their voices heard or loyal and desire engagement and sharing.
Omnichannel Customer Service is a new interface within Dynamics 365 Customer Service, currently including Chat, SMS and Facebook Messenger. The next Release Wave 1 will have many other connectors, including WhatsApp, Twitter and Teams.
Metro Bank are the UK’s first new High Street Bank in more than 150 years. They are less than ten years old but have quickly emerged as a major player in the UK’s banking industry. Metro Bank have been running Microsoft Dynamics for more than seven years. Through an ongoing partnership with PowerObjects, Metro Bank upgraded to a newer version of Microsoft Dynamics 365, unlocking a new world of features that were not yet available in the version they had been running. The upgrade also ensured they are on the evergreen roadmap with Microsoft. Watch this video to learn how Metro Bank is working towards continuous innovation and customer service success with Microsoft Dynamics 365!
Delivering World-Class Customer Service in the Capital Markets Industry
Excellent customer service can be seen in so many different lights that businesses can get dizzy contemplating them all. For example, maybe you’re more inclined to think that helpful and caring people create the best experience for your customers. Or perhaps you think providing a more self-service model is really what your customers want and appreciate from your business. Some customers will gladly sacrifice speed for 100% accuracy, whereas others prioritize immediacy above all else. Is quality more important than efficiency? And where does cost fit into the picture?
Dizzying indeed. But one thing’s for sure: no matter what your approach is to customer service, it’s an absolute cornerstone to your business that cannot be ignored – one that can truly differentiate you from the competition for better or worse. And that’s true across all industries.
Let’s look at the Capital Markets industry as an example. It is evolving faster than most organizations can even keep up with. Investment opportunities are everywhere and the on-demand generation we live in means immediate, real-time service must be available – around the clock and around the world.
The ability to offer a broad range of investment options tailored to your clients’ individual needs is the foundation of creating a great relationship. You need to provide a clear summary view of their portfolio while offering trusted, sound advice on additional investments.
A Microsoft Dynamics 365 solution from PowerObjects enables financial services firms to work cohesively across the entire organization to develop deeper client relationships, maximize client value, and deliver world-class customer service.
Built on Dynamics 365, PowerCapital is a custom solution designed by Capital Markets experts based on years of experience within the industry. PowerCapital accelerates the time to market for Dynamics 365 implementations by leveraging the Microsoft technology stack: Dynamics 365, LinkedIn, Azure, Power Platform, AI, Machine Learning, Microsoft One Common Data Layer, and the innovative Microsoft Cloud Platform. It is based on nine fully developed Capital Markets user personas that drive the navigation, forms, and views needed for each user interface across an organization.
Most of our clients, no matter the industry, have a high priority goal of improving the customer service they can provide.
It’s a consistent theme across all the industries we serve, and rightfully so. Not only are customers demanding more immediate service, the technology available today makes it possible to serve customers in an entirely new way.
Today’s customers demand:
Greater convenience, which includes apps, chats, bots, self-help, and more
Faster speeds, which means standard service requests must be satisfied almost instantly
Improved accuracy, which requires collection, storage, and immediate recall of every single piece of customer data
Complete familiarity, meaning that not only is a caller immediately recognized as a customer, but all prior purchases, service requests, and other interactions are accessible in real-time
In Manufacturing, self-service portals within Dynamics 365 are improving ease of use and insight into products at hand. Whether you’re a customer, distributor, or partner who depends on a manufacturer’s product, this level of convenience is a game changer.
In Utilities, engagement with customers is key to understanding their needs as well as identifying new service offerings that impact the bottom line. Having a centralized database for all customer information, mobile capabilities for field work, effective lead management, automated marketing, and a streamlined customer feedback process makes it possible to provide efficient service in real-time.
For Oil and Gas service companies, having access to real-time updates allows for instant adaptability on oil rig sites, saving these companies (and their customers) time and money. With Dynamics 365 for Field Service, interactions become more informative and effective, offering an overall more pleasant customer experience.
How to Engage with Today's Prosumer of Renewable Energy
This is the second installment of a three-part “how-to” series devoted to exploring Dynamics 365 solutions in the Utilities industry. Over the past few months, we’ve shared insights into how utility companies can overcome technology challenges that are unique to their industry. We’re now getting into how the market for utilities has changed dramatically and with Dynamics 365 for Field Service combined with Microsoft’s Connected Field Service, utilities can adapt and innovate. Enjoy!
Prosumers, who generate electricity and renewable energy that bring costs down, have become a major part of the business for power utilities companies. What that means is transforming the business to provide deeper and broader levels of tracking and customer interaction is critical for utility businesses. It’s also a new and different technology requirement for the industry. With this shift in business, there is a lot of room for error in terms of monitoring and managing energy savings to help prosumers save money.
Not only do these companies need to provide the electricity to power homes and businesses, they also need to provide the services consumers expect of them: more on-demand information and services to help them save money and help the environment. In an effort to remain competitive, some utility companies are now providing power usage audits, upgrading consumers to smart meters, and sharing efficiency best practices in monthly newsletters.
To power utility businesses we say this: wherever you are in the journey to engaging and working with the prosumer, you need to have digital transformation somewhere on your horizon. A solution like Dynamics 365 has the various workloads needed to meet consumers and prosumers, alike. Customer service, Connected Field Service, and Asset Management are just a few of the capabilities that utilities can leverage to…
Monitor, manage, and forecast energy consumption and prices.
Improve sustainability, reduce carbon footprint, and enable or accelerate the penetration of renewables and distributed energy sources into the smart grid.
Help optimize while enabling new business models.
Deliver a cost-effective digital channel landscape to improve client retention – gaining new customers is far more costly than retaining existing customers.
Take the next step to digital transformation with Dynamics 365 with PowerObjects. Read this Utilities industry overview for more information and stay tuned for the final installment of this “how-to” series.
PowerObjects Awarded 2019 Microsoft Global Partner of the Year… Twice!
We were named the global 2019 Microsoft Dynamics 365 for Customer Service Partner of the Year!
The Dynamics 365 for Customer Service Partner of the Year Award recognizes a Microsoft partner that excels at providing innovative and unique customer solutions based on Microsoft Dynamics 365 for Customer Service. It demands demonstrated business leadership and consistent customer success, with strong growth in new customer additions and cloud revenue while maintaining and growing the existing customer base. See our press release here: PowerObjects recognized as Winner of 2019 Microsoft Dynamics 365 for Customer Service Partner of the Year.
We were also named Microsoft’s global 2019 Financial Services Partner of the Year!
The Financial Services Partner of the Year Award recognizes a Microsoft partner organization that excels at providing innovative and unique services or solutions based on Microsoft technologies to Financial Services customers, demonstrating thought leadership in their industry. It requires demonstrated business leadership and success through strong growth in new customer additions and revenue by leveraging the latest Microsoft technology as the solution platform. See our press release here: PowerObjects recognized as Winner of 2019 Microsoft Financial Services Partner of the Year.
We were also named a Finalist for the Business Applications PowerApps Partner of the Year!
This award recognizes a partner that excels at providing innovative and unique IP built on top of the Microsoft Business Applications platform (Dynamics 365, CDS, PA, etc.). Winners must have demonstrated success on a global scale by providing industry specific solutions that help customers transform their business in this digital age. Nominees will also need to demonstrate a proven track record of cloud business growth driving not just driving platform sales in addition to their own solutions but also Microsoft Office 365, Microsoft Flow, Power BI solutions, and other value-adding Azure services provided by Microsoft.
Forgive us for patting ourselves on the back for one blogpost but this is really huge news and a true testament to the innovation and quality of work PowerObjects provides for our clients! Our blog will resume normal programming tomorrow…
Happy Dynamics 365'ing!
A Tour of Our Partner of the Year Awards
Last week, we posted about the recent announcement from Microsoft that PowerObjects has been recognized with two 2019 global Partner of the Year Awards:
In today’s post, we thought we’d share a couple of examples of some of our Financial Services and Customer Service work!
Dynamics 365 for Customer Service: Sovereign Housing Association
With 56,000+ homes and 130,000+ customers and tenants, Sovereign is one of the largest housing associations in the U.K. They recently initiated a digital transformation strategy that included the implementation of modern, customer-focused, and scalable technology. Specifically, they sought a technology solution that would enhance the customer service being provided in the contact center, improve the tenancy management capabilities of the housing offices, and create efficiencies across all customer interactions. At the heart of the project was partnering with PowerObjects to deploy Dynamics 365.
Implementing Dynamics 365 was the obvious starting point, but the partnership between Sovereign and PowerObjects was especially focused on integrating Dynamics 365 with Sovereign’s multiple websites to introduce self-help options and enable tenants to fully engage in the management of their own homes.
Moneris Solutions Corporation (Moneris) is Canada’s largest processor of credit, debit, wireless, and online payment services for merchants in virtually every industry segment. They process more than three billion transactions annually. With more than 350,000 merchant locations throughout Canada, Moneris provides the hardware, software, and systems needed for organizations to improve business efficiencies and manage payments.
Moneris identified that their legacy ticket management system lacked the ability to scale into a full-fledged CRM. Their customer service representatives required more efficient processes and their knowledge base was not integrated into their other systems.
Through a partnership with PowerObjects, Moneris now uses Dynamics 365 for case management, field work order creation, approval management, customer notifications, marketing campaigns, sending surveys, social listening, knowledge articles, Unified Service Desk, and more. Since deploying Dynamics 365, they have seen a 4% reduction in average handle times and a 5% increase in first call resolution.
We will continue striving to deliver robust end-to-end solutions – like Sovereign and Moneris – that make PowerObjects worthy of our dual Partner of the Year status. Maybe your organization is next?
Sovereign Aims to Innovate with Dynamics 365 and PowerObjects [VIDEO]
With 56,000+ homes and 130,000+ customers and tenants, Sovereign is one of the largest housing associations in the U.K. Sovereign needed a technology solution that would enhance the customer service being provided in the contact center, improve the tenancy management capabilities of the housing offices and create efficiencies across all customer interactions. To accomplish this Sovereign partnered with PowerObjects to deploy Microsoft Dynamics 365. Watch their success story video to learn more!
D365 In Focus: Top Technology Trends within the Travel Industry [VIDEO]
PowerObjects finds that forward-thinking travel organizations are not looking inward, they're looking outside their industry to see what great organizations are doing to deliver great customer service. Traditionally, travel organizations still focus on the journey, but forward-thinking travel organizations focus on the customer. So how can technology support travel organizations to address these trends? Watch this Dynamics 365 In Focus video to learn how!
The CRM Minute: The Future of Customer Care and Field Service Management [VIDEO]
As the customer care and contact center industry transforms, consumer behavior is changing the way customers want to be serviced. It’s more important than ever to provide excellent service in order to win customer loyalty. Today’s customers are more informed and more connected than ever before. The number of channels that customers use to voice their needs is expanding– is your organization hearing them?
The Field Service Industry is also experiencing some explosive growth and is steadily becoming a focus for many organizations. Field service management is about more than just having the right tools for the job no matter where you are. It’s about being able to connect with your most important asset, your customers. There are some unique field service trends happening today, and Microsoft Dynamics CRM and field service management solutions are helping to create a customer service story that spans multiple channels, maximizes employees’ efficiency, and exceeds customer expectations.