Now more than ever, building trusted relationships and maintaining a solid reputation,
depends on delivery of outstanding and increasingly distinctive client experiences.
Professional Services Firms need to embrace new levels of transparency
and build a workplace where it's easy for them to see all client interactions
and understand internal resource availability during key decision making phases.
Let's look at how Microsoft Dynamics 365 empowers Contoso,
a leading consultancy and services organisation,
to optimise their operations and engage with their clients.
Spencer Low is a partner at Contoso. He begins his day by checking his emails.
He's pleased to see an email from Victoria Jones,
his primary contact at a key client account, Fabrikam.
The email confirms they'd like to meet Spencer to discuss the audit requirements.
Directly from Outlook he views the details held in Dynamics 365 linked to the opportunity.
This includes the estimated revenue, close date and owner.
It also shows all recent activities and interactions with Victoria
and provides click to call capability using Skype for Business.
In preparation for the meeting Spencer navigates to the opportunity record.
This provides a full breakdown of the opportunity
including summary information, an activity log of all communications
plus a list of all key stakeholders and their roles.
Spencer is keen to dig a little bit deeper on the client account.
He does this by moving to the single client view.
Here he can immediately gain an insight into firm wide interactions with Fabrikam.
Any items you may have missed are flagged on the timeline.
The intelligent relationship assistant, further supports Spencer
and advises on the next best actions to take.
Now he's prepared he heads to the meeting.
Let's watch how Spencer can continue to utilise Dynamics 365 using his mobile device.
At the meeting Victoria and the Fabrikam team outline their engagement requirements
and confirm their interest in Contoso.
Spencer uses the Dynamics 365 mobile app on his tablet device.
The app provides the same user experience as the desktop
meaning Spencer remains as productive whilst out with clients as he is in the office.
He uses the notes section to add a note
and then completes the follow up task linked to the meeting.
The meeting concludes and everyone agrees was very productive.
Now let's watch as Dynamics 365 helps Spencer to progress this opportunity back at the office.
To produce an accurate engagement proposal Spencer needs to collaborate with his colleagues.
He uses the team space within Dynamics 365 to do this.
The team space contains all documentation linked to the opportunity and lists all scheduled meetings.
Spencer uses the conversation thread to update the group of the meeting outcomes,
and each group member is notified.
Veronica, the operations manager at Contoso, sees an email from Spencer
and begins putting together a plan of the engagement.
She uses a template to build the engagement plan
and identifies the qualified resources across the business
all from within Dynamics 365.
She adds Spencer to the engagement, checks the quotation details and updates Spencer.
An accurate proposal can now be shared with the client
and importantly Contoso can view the profitability of the engagement.
The client accepts the proposal and all Contoso resources booked in the engagement are automatically notified.
Spencer kicks off the engagement and upon completion of the task he updates his time sheet.
The flexible time entry capability caters for import from resource bookings
and import from his Outlook calendar.
He can also use mobile phone for time and expenses whilst out of the office.
As soon as time submitted by the project team and is approved it becomes Work in Progress.
Using the flexible billing engine an invoice is scheduled and sent to client, or exposed on the client portal.
Contract performance is updated in real time in Dynamics 365.
Contoso can analyse management information directly from Dynamics 365
including overall firm performance, engagement profitability and effort against budget,
using the real time interactive dashboard presented in the engagement.
This brings us to the end of this video.
During where we have seen how Microsoft solutions will help Contoso empower teams,
by enhancing productivity to deliver on time, under budget client engagements.
Increase profitability by maximising resource utilisation,
deepen client engagement by providing relationship transparency and intelligence
to make the right decisions at the right time,
and optimise growth by instilling a culture of informed decision-making focused on firm profitability.