Remove the project data silo from your business with project services for Dynamics CRM Online

What do your customers remember you by? Your last delivery.

Building long lasting trusting relationships around a solid reputation of delivery is paramount into today’s services economy. With many providers delivering similar services your customer experience needs to be distinct and consistent across every client interaction. As an organisation the level of transparency and collaboration both internally and externally has escalated to the point people expect it, they expect to be involved, they expect to collaborate, they expect to be online, they expect to be able to do it anywhere, and they expect it to be simple. Delivering projects is all about the relationships and team collaboration so why should it not be embedded into a Customer Relationship Management solution?

Process maturity as published by SPI Research for Microsoft on 2016 Professional Services Maturity talks about moving organisations from Project Heroic and Functional Excellence to Portfolio and Collaborative Excellence, the move away from individual project heroes leads to significant performance improvements and increase in average EBITDA compared to organisations that are less mature. To be able to progress on the maturity lifecycle you require systems that are embedded into the process, systems that remove silos of data, that enable greater collaboration amongst teams both internal and external

The focus of Project Services

Project Services for Dynamics CRM focusses are removing the project data silos by embedding deep project services capabilities into Dynamics CRM. This focus of Project Services is on three core operational excellence factors:

  • Deepen customer and employee engagement – focus on building credibility through collaborative project planning, estimation and expectations setting. Provide confidence in project success through proven processes and a responsive engagement model. Then deliver predictable on-time and on budget projects with process automation and transparency. 2015 Miller Heiman Global Sales Best Practices study states that 94% of world class organisations collaborate across all departments to close large deals, as opposed to only 43% across all organisations.
  • Empower Professionals – at the end of the day it is the quality of your professionals that deliver excellent customer engagement and customer experiences. The focus here is ensuring consistency and process excellence to drive up the maturity lifecycle. Through a single system view, you can facilitate transparency with comprehensive views of skills and their relationship to project requirements, ensuring the right resource with the right skills is assigned to work. Inevitably, driving more realistic attainment of on-time and on-budget projects. You can enhance productivity through providing collaboration tools via Office 365 groups, project team sites and tools like visual studio online. By empowering the employee to find projects to maintain skills, to collaborate amongst the team increases loyalty through visible interaction, recognition and skills development.
  • Optimise Growth – 2016 SPI Professional Services Maturity Benchmark states organisations using an integrated project-based solution with CRM are 44% more profitable than those using neither. Coordinating a firm wide approach to prioritizing client and pursuit management using team collaboration in consistent ways helps to deliver successful projects. Monitoring and managing overall status and having that visible to the professionals is critical in ensuring that real time visibility of project status. The more people are aware then the more they care and focus on delivering successful project outcomes. Using the built in metrics in Project Services and PowerBI reporting tools facilitates timely decision making enabling the business to adapt and change accordingly before it is too late.

Introducing Project Services for Dynamics CRM

Project Service is an end-to-end solution that extends Microsoft Dynamics CRM to provide a single system of customer engagement for project sales, resourcing, delivery and billing.

Microsoft_Dynamics_CRM_Online_Project_Service_cycle

Through Office 365 integration collaboration becomes second nature and automated, notes can be shared using OneNote, documents worked on by multiple people seamlessly and shared with the team both internally and externally.

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If you’d like to know more about Microsoft Dynamics CRM project service and how we can help your organisation to deliver project excellence and move along the project lifecycle, we’d love to talk to you. Find out more and download a datasheet here.

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