The Virtual Fracture Clinic worked with PowerObjects to implement Dynamics 365 and deploy a robust CRM portal to manage patient needs. Since then, they have become leaders in the space for a prime example of digitizing the healthcare system. Recently, VFC participated in Microsoft Dynamics Days and presented and demonstrated how the team uses digital technology to re-design as service, placing the patient at the heart of the model.
Financial Services Customer Experience Symposium in NYC Recap
Driving High Performance Customer Experiences in Financial Services
Last week PowerObjects hosted a Financial Services Customer Experience Symposium in New York City. The goal of the event was to bring together thought leaders to present and discuss the importance of customer service and the ways in which financial services organizations can improve customer experiences.
The keynote speaker at the event was Lior Arussy the President of Strativity Group. Lior is one of the world’s authorities on customer experience, customer centricity and transformation. His organization’s strategic framework converts organizations from product- to customer-centricity, drawn from his work with some of the world’s leading brands.
Lior addressed the importance of brands differentiating through providing exceptional value and high performance. By wowing customers, you can create an exceptional experience that becomes a memory – which adds to the customer’s journey. Through the principals of exceptional experiences: memorable, authentic, personalized, knowledgeable, easy and timely, your brand can elevate and develop a long-lasting life journey with a customer. He emphasized how your organization should never be complacent or too confident; you should always look for what’s next and transform your business to stay ahead of the pack.
Lior also discussed the barriers to successful change such as poor communication, poor leadership, lack of understanding of purpose of change, lack of buy-in, and how organizations can strive to overcome these challenges. One key to changing an organization from product to customer-centric, is changing your purpose from performance (or task completion) to a mission (exceeding expectations).
The event also featured speakers from Forrester Research: Kate Leggett, VP and Principal Analyst, and Alyson Clarke, Principal Analyst. Kate is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, bench-marking, governance, and ROI. Alyson specializes in digital and non-digital channel strategy and innovation in the sales, service, and customer experience of financial services.
Kate and Alyson addressed the trends that are shaping the future of financial services and how empowered customers have given rise to an “age of the customer.” Alyson discussed how customer expectations have evolved and that customers are seeking immediate information and service from any device at any time.
A key concept covered was the importance of personalizing customer interactions and how those moments affect the entire customer life-cycle. Customers expect simple, fast, personalized, and secure service. Alyson stressed that organizations shouldn’t rely on a single data point and assume they know everything about a customer – which creates artificial interactions that hurt brand loyalty. Organizations need to combine systems of insight and quality data to provide personalized experiences across many different channels – whether that’s through video, bots, a mobile app, content, or messaging. Financial services organizations need to become digital businesses that focus on creating digital assets to deliver new sources of value, empower customers to improve their financial situations, and increase operational agility.
Kate discussed how many financial institutions will struggle to meet these evolving customer expectations and that’s where CRM comes in as a solution to help organizations manage customer engagement and data across touchpoints and channels. She emphasized that organizations need to invest in foundational initiatives and take advantage of emerging tech in order to stay innovative.
The last speaker of the event was PowerObjects customer, Allan Measor, Director of Client Experience at Moneris. Moneris is Canada’s largest provider of payment processing solutions offering credit, debit, wireless, and online payment services. Allan spoke to the Moneris customer experience journey and how they have implemented CRM for Microsoft Dynamics 365 to deliver exceptional experiences to their customers. He shared Moneris process in selecting CRM and PowerObjects as a partner to help create an effective solution to transform their business.
The event was great opportunity for financial services organizations to hear from experts and thought leaders on the importance of customer experience as a brand differentiator and how good customer service drives revenue, customer loyalty, upsell/cross-sell opportunities, and increases margins.
As customer expectations continue to rise, how can your brand create a customer experience that differentiates you from the competition? Learn more about future PowerObjects events here. Want more information on delivering great customer experiences? Read our white paper: Improving the Customer Experience Through Service Innovation or check out our high performance service page here.
Creating and Editing Views
One of our most frequently requested customizations is to add new views to the set of system views that come out-of-the-box with Microsoft Dynamics 365. It seems most of our clients are hesitant to play around with modifying these system views or adding new ones out of fear that it may be too difficult or complex. However, this could not be further from the truth. The ability to customize Microsoft Dynamics 365 is very easy to complete, and almost easier to learn HOW to complete these customizations.
Below are some simple steps to get you started in creating and customizing views for the Account entity. Using the below instructions as a framework, you will be able to come up with some pretty exciting combinations to fulfill your business needs.
We will first walk through how to change the default view.
In CRM, click on the module menu drop down, then click on Settings, then click on Customizations
Click on Customize the System- this will open another window
In the new Customizations window, expand the triangles to expand Entities, then expand Account and click on Views.
To change which view is the Default View, click to select the Active Accounts view, then click More Actions, then click Set Default
As you can see, changing the default view is quite easy. It may be more challenging to decide which view you and your users want to be the default view.
We will now walk through the steps to create a new view. These options are available in the same area in Customizations from which we set the default view.
To create a new View, simply click on the New button on the main action bar.
In the New View window, type a name and optionally a Description. I choose to name my new view My New Accounts
On the right hand navigation, click Add Columns
In the Add Columns window, you can select which columns to add to your view by checking the boxes next to them
You can rearrange the columns by highlighting one and click on the left or right arrows to move them
You can also choose which data appears in the View by clicking on Edit Filter Criteria
Since I want to show Accounts that I own and that were created in the last 30 days, I will update my filter criteria to reflect this:
Click Select and grab the Owner field; the next filter part defaults to Equals Current User, so I will leave this.
Click Select on the next line and grab the Created On field. Click where it says On in the middle and scroll down to grab Last X Days. Then click next to that where it says Choose Date and type 30.
Your finished query should look like this:
You are also able to choose which column to sort on by clicking on Configure Sorting in the right navigation
In this window, you are able to sort based on two columns; I have chosen to also sort based on Account Name as well as Created On date
Lastly, you can also adjust the width of your columns individually by selecting a column and clicking on Change Properties in the right navigation
In this window, you can select from a variety of pixel widths for your columns. The default is 100; however, I wanted to make my date column more narrow
The most important thing to remember here is that your users will not see any of these changes until you click Save and Close and the Publish. If your users report that they are not able to see the view immediately after you published, just ask them to refresh their browser and it should appear.
You can use the above items to come up with infinite possibilities of different views for all of your different record types, as well as modifying the views after you have saved them. As you can see, there was no coding required. That is the hallmark of Dynamics 365: its ability to seamlessly match the technology with the needs of each business.
For more tips and tricks, check out these similar blogs:
PowerPack add-ons are a great way to add functionality to your Dynamics 365 system. All of the add-ons are constantly being enhanced with awesome new features, so it's always a good idea for users to make sure their PowerPack add-on are up-to-date.
Updating an add-on is quick and easy! Simply follow these 5 steps:
2.)Log into CRM and navigate to Settings > Solutions
3.)Click Import and walk through the import steps. Remember to select the options to Overwrite Customizations and activate and processes upon re-import. If presented with the option to "Stage for update", leave the checkbox un-checked.
Note: Choosing to Overwrite Customizations will only overwrite any back-end plugins that may have been updated since the previous version was installed.
4.)Once the import has completed navigate back to the solutions list and double click on the PowerPack you just imported to open the configuration. Here you may be asked to clean up the components of the solution. If prompted, select ok.
5.)Once the clean-up has completed, select Submit to re-sync your registration with the PowerObjects registration system and you are done!
Now you've learned how to update a PowerPack add-on for Dynamics 365!
The Microsoft Dynamics CRM 2015 Online Spring Update introduced a new tracking feature: folder-level tracking. This means that any device that supports the Microsoft Exchange feature can have a seamless way to track email activities. Today's blog covers both methods, so let's dive in!
For Quick-Tracking, follow the steps below:
1. Create a folder in Microsoft Exchange and link it to the same Dynamics CRM record.
2. Now, when users move emails to the Exchange folder, all those emails will automatically be tracked into CRM. This all gets done without having to set regarding for a record in CRM.
This works with inbox email rules as well, which are set to redirect all incoming email to the Exchange folder automatically, and we can track the activities easily. Now, you don't need the CRM Outlook Client installed any more just as a tracking tool.
For Folder-level Tracking, follow the steps below:
Administrative level steps:
1. Navigate to CRM > Settings > Email Configuration Settings.
2. Set the Outgoing Email to Server-Side Synchronization or Email Router.
3. Enable "Use Folder-Level Tracking."
End user level steps:
1. Create an exchange folder.
2. Select the CRM records and the folder within by navigating to Personal Options to set the email configuration settings it needs to track.
With these new tracking techniques, quick tracking and folder-level tracking, users will have an improved experience for tracking email records within CRM, and that's something we can all get behind!
If you haven't made the jump to Microsoft Dynamics CRM 2016, what are you waiting for? The latest version is chock full of even better features than before. Make sure you check out our library of Webinars on Demand to see demos, feature profiles, our favorite features, and more on this topic and many, many more!
PowerWebForm Has Been Enhanced to Create Sweet Landing Pages
Take your web forms to new heights with our latest enhancement, landing pages! PowerWebForm is one of PowerObjects' most popular PowerPack Add-ons for Microsoft Dynamics CRM. Users love the convenience of having their web form submissions feed directly into their CRM, and even create new records if needed!
With our latest enhancement to PowerWebForm, users can now turn their web forms into landing pages. Landing pages are a great way to urge a call to action for your website visitors to provide you their information. Landing pages are typically used to exchange something for the prospect's information. For example, many companies use a landing page to capture visitor's information in exchange for downloadable content.
Using the landing page feature in PowerWebForm, you can create a stylized page with a call to action and have the information feed directly into your CRM. Users still get the same benefits as the traditional web form in PowerWebForm, such as having the web form create a new record for their chosen entity (custom or out-of-the-box), duplicate detection, notification emails, and more.
This enhancement is excellent for marketing teams. Our internal marketing team uses them regularly, since they are so easy and fast to make. They are great for quick campaigns or events. Not to mention it takes some of the work load off our web design team! Here's an example of a landing page we created to promote our eBook, Getting Started with Marketing Automation and CRM.
The landing page designer is simple and easy to use. Follow the intuitive designer and build your first landing page in mere minutes!
Want to check out landing pages for yourself? Download the latest version of PowerWebForm to get started! If you're not currently using PowerWebForm, download the solution today and start your FREE 30 day trial.
Join Us in London for a PowerObjects CRM Consultant in Training Happy Hour Career Event
Recent grad? Not-so-recent grad? If you're looking for an exciting career opportunity with a technology-forward, Microsoft Gold Partner, listen up! PowerObjects, an HCL Company that is 100% focused on Microsoft Dynamics CRM, has multiple openings available in our upcoming CRM Consultant in Training (CIT) program.
As a CIT, you will receive three months of real-world, interactive training with our team of award-winning consultants. After your training, you will drop the, "in training" and be a fully-equipped, ready-to-rock PowerObjects consultant. Acting as a liaison between customer and internal team on Dynamics CRM implementations, consultants focus on a range of specialties including project management, business analysis, configuration, data, training and support. We are looking for candidates that are extremely detail-oriented, able to multitask, meticulously organized, and able to prioritize multiple demands in a fast-paced environment.
Sound like a dream? Get one step closer to making it your reality by joining us on October 26 for PowerObjects' Consultant in Training Happy Hour. You will have the chance to hear more about this opportunity, network with current employees, get a feel for PowerObjects' culture, and have a drink on us! In the meantime, check out the full job description to get an idea of what being on our consulting team is all about. Registration for this event is required, so make sure to register now.
When: Wednesday, October 26
Time: 5:00 – 8:00 pm
Location: TBD (RSVP today and we will follow up with additional information at a later date.)
We hope to see you there! And as always, happy CRM'ing!
How to Use LinkedIn to Fill Your B2B Marketing Funnel
Feeling the struggle of generating leads through digital marketing? You're not alone and we're here to help! Because potential customers are constantly bombarded with digital ads, to stand out and get the results you're looking for, you're going to have to pay to play. Sites like Google, Facebook, Twitter, LinkedIn, and Bing all make their money from exactly this – paid advertising. Although it used to be possible to get by without paying, times have changed. In today's blog, we will give you a few tips so that you can create a strategy that helps you and your company maximize digital marketing, with a particular focus on LinkedIn, to fill your B2B marketing funnel.
Creating a Strategy to Direct Your Efforts A strategy gives stakeholders a way to understand your efforts and directs your processes through the creation of Key Performance Indicators (KPIs). When considering how to create your strategy for paid advertising there are certain things you need to get started.
A way to track your conversions: If you can't track your conversions, paid media shouldn't even be on your radar, yet. Get your tracking down first and understand what type of visitors convert.
Top referrals to your website: This data can be found in your analytics suite. Understanding where visitors to your site are currently coming from is important to placing your money in the right place.
Top social engagement: There are a couple different places you can find this information. Some of it can be found in your analytics, but even more can be found in the social sites themselves. All social media website now can give you analytic insights into the engagement of your posts. Using this data to rank your social sites can help increase the engagement of your advertising.
Personas: Understanding who your customers are and what each audience looks likes will allow you to target your advertising.
A customer relationship management tool: If you don't have a CRM tracking KPIs and life-time-value (all important data points) becomes a lot harder.
An understanding of LTV: Life-time-value is an important metric in calculating the success of your paid advertising. You need this metric, along with customer acquisition costs, to help get your customer lifetime value ratio which will help you to properly distribute your budget. (More on this later!)
LinkedIn Advertising Finally we can get to the main subject of this post, LinkedIn advertising, with the understanding of what's required. As a social media platform, LinkedIn allows individuals the opportunity to create a profile around their career. In the profile, an individual can add their experience, skills, and plenty of other items that highlight their personal brand. With all of this information easily accessible, LinkedIn has become a great place for B2B businesses to generate leads through company pages and paid advertising.
Within LinkedIn there are two main types of advertising for companies: sponsored content and text ads. Of course if you're spending $25k or more per month on LinkedIn, even more advertising options become available but for the sake of this post, we'll stick to the aforementioned examples.
Sponsored content advertising uses the posts from your company page and distributes them to a target audience. This is where having an understanding of what your customers' personas are will allow you to better optimize your advertising and get a better bang for your buck. These ads are also presented within the target's home feed and is an example of native advertising.
Text ads have the same type of targeting available as sponsored but as with other paid advertising, text ads only allow you to have a limited amount of text and no major graphics to attract attention. Text ads are positioned outside the feed, often being found at the top of the page.
When creating a sponsored post, you should have a link, a paragraph of copy, and an image that attracts your target audience. Consider using a website that shortens longer URLs. Using one can help you keep the text count down and track the number of clicks the campaign has received.
Once you've created the ad and it's targeted to your personas, it's time to set your budget. LinkedIn will give you a range to set your cost per click budget. The range is based on the targeting that you've selected. It's important you set this amount based on your budget and making sure you're customer acquisition costs don't exceed your lifetime value. Now it's time to start your campaign.
Filling Your Funnel Once you've started you will now receive people to the landing page on your site. On this landing page you should have all the information that you promised with your advertising campaign. As a B2B company we like to promote white papers, ebooks, case studies, and other gated content. Doing this allows us to collect information as payment to see the content we spend our resources creating. It also allows us to put these new visitors into our marketing funnel. Once in the funnel we can market to them, making sure we're personalizing their journey. In a B2B environment this requires patients, due to the long sales cycles that exist in this type of business. They pay off is creating leads that are warmer for your sales team, allowing them to close business more efficiently.
LTV: CAC Ratio If there is one development with digital marketing that has made the marketing team, in general, more important is the opportunity to prove their worth through ROI. Having a number that allows executives and stake holders to understand your work is a good thing. This is where the lifetime value/customer acquisition cost ratio comes into play. So what is it? LTV:CAC is a ratio that takes the lifetime value of your customer for your business against the cost that you paid to acquire them. So with your LinkedIn lead you can use the campaign cost per click found in LinkedIn and see if the LTV:CAC ratio makes sense. As a benchmark you should try to hit a 3:1 ratio. Be warry - this ratio is hard to come by and it's best to have expectations set with your stakeholder team prior to sharing the ratio. Decisions should be made quickly when it falls out of the required ratio to either quit the campaign or fuel it.
Filling your sales and marketing funnel with LinkedIn is not easy. It requires work, optimization, and a sound strategy. Yet by targeting the right people at the right time, you can add a lot of qualified leads to your funnel and in turn grow your business. If you'd like to learn more about business funnels or marketing automation check out our webinars on demand:
Using SSIS/KingswaySoft Adapter to Obtain Audit Information
A common request we see is the ability to extract and report on audit data gathered by CRM. If you have done any work or research around this topic, you may have found that it can be tricky. Lucky for you, today's blog will help you solve this issue by teaching you how to use KingswaySoft Adapter to obtain audit information!
If you have worked with SSIS/KingswaySoft Adapter before, you may be tempted to use CRM as a source and then select the Audit entity:
Although you can pull data from the Audit entity, you will not be able to get the column that stores the actual changes made since that column is not exposed and the data that is accessible is not fully usable.
The good news is that obtaining readable data from a CRM Audit is now a lot easier thanks to a feature in KingswaySoft CRM adapter. The new feature is a source type called AuditLogs.
Let's take a look at how it works!
1. Create a new Dynamics CRM Source and select the Source Type as AuditLogs.
2. Now you can use FetchXML to specify the entity that you want to pull data for by adding with the entity and the primary key of that entity:
Keep in mind that you can use FetchXML conditions to pull the desired data set.
3. Refresh your CRM Metadata and click OK.
Now it is time to map your output. You will notice that the CRM source has two outputs:
Primary Output - The contents of the audit table minus the changeddata column.
Secondary Output - The actual changes (aka the missing piece when you pull data straight from the audit entity).
Once you map the two outputs to their respective destinations, your dts will look like this:
NOTE: We let SSIS create the table for us based on the metadata provided by each outputs.
Finally, you can query the data in the two tables by joining on the auditid column as shown below:
from [dbo].[INT_Audit_PrimaryV2] a
inner join [dbo].[INT_AUDIT_DETAILV2] d
on a.auditid = d.auditid
The results are as follows:
The last four columns give you the value and label or display value for the old and new values in the transaction. These are especially useful when the change involves a lookup or an option set as the value columns will display the GUID or integer respectively while the value_label columns will display the friendly name.
We hope you found today's blog helpful. Keep checking our PowerObjects blog for more tips and tricks, and if you are looking for more information on SSIS, check out other blogs on the topic!
Joe CRM Goes Back to School: Fall Classes and Events Now Available
Every fall, when the students go back to school, Joe CRM gets inspired to further his Microsoft Dynamics CRM knowledge. Joe may be biased, but there is no better place to get your fill of classes, trainings, webinars and more about Microsoft Dynamics CRM than from PowerObjects! Check out what's available this September to jump start your fall CRM adventures!
We've got a whole slew of webinars this month to whet your whistle! Can't make a webinar? We got your back! A recording of every webinar will be published on our website for anyone who can't attend. Register for the webinar and we'll send you a follow-up email with a link to the recorded presentation. That way you can watch it when it's convenient for you!
Microsoft Dynamics CRM for Service – Webinar Series
Field Service and CRM: A Dynamic Pair!
How to Empower Your Customer Service with Microsoft Dynamics CRM Global Case Management
Aligning Your Business for Success: Introducing Microsoft Project Service for CRM
Getting Started with Marketing Automation and CRM – Webinar Series
Marketing automation is a term heard a lot in the business world these days, but what do people mean when they say marketing automation? Marketing automation means a lot of different things to different people, and in this webinar series, we'll be giving you our take on the topic. We'll define marketing automation, show you how to implement it within Microsoft Dynamics CRM, and address how marketing automation should fit into your overall digital marketing strategy.
Why You Should Be Using Marketing Automation in Your Marketing Strategy
PowerObjects is excited to offer a comprehensive class aimed at empowering you to create the best CRM implementation for your organization! This week long training will give you a concentrated overview of the CRM 2016 system and its processes. We will use lectures, demonstrations, hands-on labs and discussions as learning tools.
Calling all CRM enthusiasts! While this year's CRMUG Summit is technically October 11-14, time is quickly running out to attend this great event! Time to start planning! CRMUG is an annual user-centric summit where you can learn to maximize your implementation of Microsoft Dynamics CRM. It's a fantastic CRM-focused conference put together by the brilliant folks at CRMUG, and PowerObjects is going all out this year. Make sure you use promo code PO 16 when you register to get 10% off! We hope to see you there!
THE CRM MINUTE: SEASON 2
A brand new season of The CRM Minute is almost here! Season Two will be BIGGER, BETTER, and more CRM'ish than ever, with all new episodes of your favorite CRM topics. Episode one airs next Wednesday, but in the meantime, get an exclusive sneak peak of what this season has in store! Make sure you check out the blog every Wednesday for a brand new episode each week. To make sure you don't miss a moment of the action, subscribe to PO TV, our video channel, so that you get new videos delivered directly to your inbox whenever they are available.
Get Personal with Custom Email Signatures in Dynamics CRM 2016
An exciting new feature in Dynamics CRM 2016 is the ability to use custom email signatures when sending an email from CRM. This can be very helpful for organizations that rely heavily on email communications sent from their Dynamics CRM system.
You can utilize your own email signatures and easily add them to either new emails or email replies. The feature also allows you to set a default email signature for ease of use. In today's blog, we'll show you how to set up your own email signature in CRM.
1. In Personal Options, navigate to the Email Signatures tab.
2. Click New to create your Email Signature.
3. After saving the new Email Signature, you can also choose the default signature by clicking Set as Default.
Note: If you do not see an option for email signature, you may need to request the email signature privilege with your CRM Administrator.
Once a you have setup at least one signature, you will be able to insert it into an email.
4. When sending or replying to an email, click on Email signature.
5. Choose a signature from the list and click Select. This will insert the signature into the email.
6. If you are sending or replying to an email and do not see your name listed in the 'From' field in the email, your default signature will automatically load.
Have you ever needed to make a Prompt and Response field required when designing Dialog? Currently, there is no out-of-the-box functionality to set a Prompt and Response field required in a Microsoft Dynamics CRM 2011, 2013, or 2015 Dialog. Thankfully, you can easily work-around this by using Child Dialogs! In today's blog, we will give you the steps needed for this workaround. Let's get started!
1. Starting in a newly created Dialog, (make sure you already have added a Page and the Prompt and Response that you would like to make required) first verify that the Dialog is set to run "As an on-demand process" and "As a child process".
2. Select the Page containing the required Prompt and Response field and add a Check Condition step.
Notes: Build your If condition to check the Prompt and Response value. You can access your Prompt and Response value under Local Values when specifying your If condition. Your "If" condition should also check to see if it does not contain data. For refrence in getting this set up, visit The CRM Book.
3. Now that we have our If condition set, our Dialog looks like this:
4. Under the Check Condition step, click "Select this row and click Add Step" and add a Link Child Dialog step.
6. In the Link Child Dialog setup, select the current Dialog to creating a loop until the Prompt and Response has data. This will effectively make the prompt and response field required.
7. Time to test! Save and Activate the Dialog.
8. Next, navigate to the appropriate record and run the Dialog.
9. With no data in the Dialog,click the Next button. You will notice that the dialog does not proceed.
10. Enter data into your field and click Next. You are now presented with the next page in your dialog.