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Microsoft Dynamics 365 for Customer Service

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Learn how Singapore’s biggest transportation network operator doubled their productivity and delivers faster, friendlier service. Providing over one billion rail and bus journeys per year, SMRT is Singapore’s biggest transport network operator. In end 2016, the company started using cloud-based Dynamics 365 CRM service management features across its train, bus and taxi services to power new service innovations, and help staff members deliver better customer service. With Dynamics’ inbuilt automation features, SMRT employees are managing 2.3 times more cases than before. And with a cloud-based approach, SMRT can bring innovation projects to life in less than 3 months. Today, SMRT is powerfully equipped to deliver on its core responsibility: world-class transport that is safe, reliable and customer-centric. Every transport network has its challenges, but Singapore‘s SMRT has enormous responsibilities. As provider of the principal public-transport network in Singapore, it is SMRT’s job to sustain Singapore’s world-class reputation for efficiency and customer service. “We have 102 train stations and over 1,400 buses, and deliver over one billion journeys per year,“ says Dave Ong, Head, Passenger Service Department, SMRT. “Our mission is to enhance the lives of Singapore citizens with a transport system that is safe, reliable and customer-centric.“ The Cloud Journey to Better Customer Service and Innovations SMRT is always looking for ways to enhance customer interactions, and in 2016, decided that the Cloud could help. On any given day, more than 1,000 employees are involved in the process of managing customer enquiries, compliments, complaints and feedback. These busy staff also have to pursue hundreds of ‘lost and found‘ cases each month. SMRT wanted to help these employees deliver a faster and friendlier service. “Today, customers contact us through many different ways — emails, calls, faxes, letters, Whatsapp, Facebook and SMS,“ says Mr. Ong. “We need a case-handling system that helps us manage new processes for handling all these interactions, and a reporting system that helps us visualise our performance in real time.“ SMRT also wanted to make it easier to engage and manage external stakeholders on a succession of new initiatives known as innovation projects. Cloud technologies had the potential to help SMRT create, share and secure new business applications without having to purchase additional servers. “When setting up an innovation project, we want a system that would allow us to adapt and be more creative,“ says Mr. Ong. One-Stop Customer Service and Engagement In 2016, SMRT selected the cloud-based customer-relationship management solution, Dynamics CRM Online – which is now part of Dynamics 365 – to manage SMRT customer service and engagements at the enterprise level. The cloud-based solution provided convenience and flexibility to more than 1,000 employees, reduced capital costs and accelerated rollouts. With the help of Customer Capital Consulting, SMRT used Dynamics 365 to create a single, integrated system for managing all customer interactions. The new solution aggregates all feedbacks, regardless of which channel the feedback arrives at and uses automatic workflows to assign the case to the relevant team. SMRT Customer Relations employees use inbuilt features to track progress and turnaround times. System aids, such as reminders, help prompt everyone involved to take action when it‘s required. Checkpoints help employees manage the different types of cases, and see that they are on track. Meanwhile, reporting tools provide accurate updates to managers and external stakeholders. A Force Driving Enterprise Innovations SMRT has also used Dynamics 365 to create new business applications to support their new ‘Adopt-a-Station‘ initiative for school student ambassadors. With cloud-based workflows and document repositories, SMRT staff can centrally manage applications, correspondence, approvals and activities-tracking. Mr. Ong says that moving to the cloud presented no problem for the project, and the new application was put to use according to the planned schedule. “The Customer Capital Consulting team was flexible and accommodated our concerns to the best of their ability,” says Mr. Ong. “They were willing to go the extra mile, including conducting training so that our staff were comfortable with the new systems. They worked collaboratively and closely with the SMRT team to meet deadlines and completed the project on time.” Productivity is More than Doubled with Dynamics 365 With the help of Cloud technologies, SMRT is achieving Enterprise Digital Transformation where it’s vital — Customer Service. Today, more than 1,000 SMRT employees across different locations in Singapore use Dynamics 365 to ensure that customer enquiries and interactions are handled quickly and professionally. With its principal, public-facing systems in the cloud, SMRT can bring new initiatives to life without the cost and delays of investing in new infrastructure. As a result, the service-oriented staff at SMRT are better able to handle more cases. Automated workflows reduce the manual effort of sorting and directing interactions. Meanwhile, dashboard reporting helps the team and the management of SMRT to ensure that customer cases are resolved within prescribed timelines. “Our ability to handle public feedback volume has increased 2.3 times,“ says Mr. Ong. “Dynamics 365 reduces manual effort and frees up customer-service staff to handle cases with a personal touch. This helps us achieve our strategic goal of making all interactions with our contact centre more personal.” Innovations Made Simple With Dynamics 365, SMRT can accelerate the pace of innovation within the organisation. With customer-ready tools – such as workflow engine, standard user-interface design and dashboard tools – SMRT does not have to source, buy, learn and deploy different solutions to get new capabilities up and running. Managers can now build, test and use new applications fast. “Dynamics 365 effectively reduces the time it takes us to evaluate, implement and roll out new innovations,” says Mr Ong. “This means we have a faster time-to-market for new projects. In addition, we save money by leveraging our existing investments.” Innovation Projects Up and Running in Three Months Today, SMRT can quickly build the systems it needs to support a new innovation project. rolling them out in just a few months, which is far faster than before. These new applications are cloud-based, so SMRT does not need to invest in new infrastructure.

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Dynamics 365 for sales marketing

How Microsoft Dynamics 365 Helps in Marketing?

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Create and nurture leads Run multichannel campaigns Use email marketing, web landing pages, events, phone calls, and custom channels to attract the right prospects. Personalize buyer experiences Use configurable templates, reusable content blocks, design tools, and Microsoft Stream videos to prepare content and set up customer journeys based upon their engagement. Nurture leads using LinkedIn Use Dynamics 365 Connector for LinkedIn Lead Gen Forms to target matched audiences, nurture leads, and create a buyer’s journey based on LinkedIn content and interactions. Monitor multiple marketing channels Use Microsoft Dynamics 365 AI for Market Insight to bring together insights from events, emails and landing pages, as well as social listening data from various social media platforms. Simplify event management Organize in-person and digital events with an events portal to manage registrations, sessions, speakers and venue logistics. Use integration with ON24 or other webinar providers for digital events.   Align sales and marketing Create one view of the customer Share one source of information about contacts, leads, and customers to deliver consistent results across the buyer’s journey with Microsoft Dynamics 365 for Sales. Close more deals with account-based marketing Enable your sales and marketing efforts to target accounts most likely to generate the largest revenue. Orchestrate the buyer’s journey for account-level leads with personalized content, and nurture activities to maximize revenue. Track prospect throughout their journey Prioritize leads ready for sales engagement with multiple lead scoring models and sales readiness grades. Move prospects more efficiently through the marketing and sales funnel with automated workflows to hand off sales-ready leads and drive follow ups. Increase productivity Easily set up and view campaigns with marketing calendars showing campaign timelines and activities. Also use familiar Office 365 tools for collaboration with colleagues, leads, and customers. Make smarter decisions Gain marketing insights Use out-of-the-box dashboards, marketing analyzers, and get real-time interactions to quickly gain insights. Also build custom dashboards to analyze performance. Focus on top priorities Use embedded intelligence like dynamic segmentation to target the right audience, multiple lead scoring models to prioritize leads, and customer interactions insights to personalize engagement. Improve social engagement Use social insights to gain competitive intelligence, measure, and manage your brand reputation. Survey customers Conduct online surveys to better understand your customer needs and apply learning to your marketing investments. Innovate with a modern and adaptable marketing and sales software platform Adapt quickly Accelerate time to market and adapt the application to your needs with no-code visual editors and tools that make it easy to build and deploy web and mobile apps. Extend and connect Automate processes across Dynamics 365 applications and third-party systems for better service engagement experiences. Invest with confidence Rely on the Microsoft cloud platform to reduce the cost and complexity of operating a global infrastructure and trust our state-of-the-art datacenters to safeguard your data. Drive innovation Transform your customer interactions with deep insights provided by artificial intelligence that guide your teams to the right business outcomes.

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Microsoft Azure Iot Services

Why industry leaders are making the switch to Connected Field Service

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Change across organizations, markets and industries is usually steady and predictable, with occasional jump starts that can spark innovation—typically fueled by the intersection of new technology with market demand. This phenomenon is happening right now in Field Service as competitive pressure forces organizations to rethink how to keep customers satisfied by ensuring 100 percent uptime and hyper-speed service delivery. In the pursuit for exceptional customer experiences, field service has become a frontline for exceptional customer service—the direct link for competitive differentiation across nearly every industry, from retail to telecommunications, manufacturing to utilities. And that means a rapid move away from break-fix models to proactive and predictive service; from standard delivery times to express service all the time; and the ability for field staff to have a 360-degree view of customers to help sell the right set of solutions. This new, rapidly-emerging model—connected field service—requires an investment in people and technology. A move from legacy systems to cloud-based services and solutions, Internet of Things (IoT) integration, mobile-connected field teams and Mixed Reality technologies. The question on the minds of many executive leaders is timing and ROI. What is the optimal service model? What technology stack will provide long-term returns? And how soon will the investment pay off? Would you believe that an organization can see a return in as little as four months? That’s the timeframe for MacDonald Miller Facility Solutions, a professional services company revolutionizing facilities management using Microsoft Dynamics 365 for Field Service, and Microsoft Azure IoT services,  By adopting the Microsoft Connected Field Service Solution, MacDonald-Miller Facility Solutions found that by taking a more proactive approach to customer care, they could save time, money, and maintain their status as a high-performing industry leader— despite the complications that naturally arise from juggling multiple interlocking and complicated systems. This adoption would be a different kind of challenge and drastically change how the company tackled maintenance: fully integrating disparate systems into one easily accessible location and CRM for information, diagnostics, and repairs. Now, technicians would be armed with a full history when they were deployed, and with all the necessary tools to make a repair that day— sometimes even before the building maintenance knew it was needed. Integrating this solution of Microsoft Dynamics 365 with Azure IoT Hub into their already tech-savvy workflow allowed them to reduce the time-to-completion for service calls by nearly two weeks, increase profits for their customers, and save even more energy. So far, it’s been a popular change with customers: The average customer sees between 10 and 20 percent energy savings.

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Elevate your financial performance and streamline your operations with Dynamics 365

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Dynamics AX has been rebranded Dynamics 365 for Finance and Operations, On-Premises. Take the next steps to learn how a modern, intelligent ERP solution can help you grow your business. 1- Elevate your financial performance Close books faster, deliver robust reporting, increase profitability with business intelligence, and ensure global compliance. Increase profitability: margin revenue growth with a centralised, global financial management solution that delivers robust financial intelligence and embedded analytics in real time. Optimise workforce productivity: Empower employees with role-based workspaces that provide intelligent automation, task prioritisation, and integration with Office 365 applications to maximise efficiency for superior business outcome. Reduce operational expense: Minimise operational costs across business geographies with financial process automation, encumbrance, budget planning, budget control, and three-way matching. Adapt quickly to requirement changes: Adjust to changing financial requirements with a flexible, guided, rules-based chart of accounts, dimensions, and global tax engine. Streamline asset management : Efficiently track values and reduce reporting errors with centralised, automated processes for managing your capitalised assets from acquisition through disposal. 2- Run smarter operations Bring agility and efficiency to your manufacturing to connect and optimise production planning, scheduling, operations, and cost management. Select best-fit manufacturing processes: Create an ideal manufacturing mix from discrete, lean, and process in a single, unified solution to support your processes across the supply chain. Improve operational procedures: Optimise manufacturing parameters for each product family, including make to stock, make to order, pull to order, configure to order, and engineer to order. Simplify resource management: Streamline scheduling with real-time visibility into resources using a unified resource model and scheduling engine with Dynamics 365 financial software. Accelerate product delivery: Optimise the flow of manufacturing material and finished goods with advanced warehouse and logistics management. 3- Automate and streamline your supply chain Modernise your supply chain with unified, advanced warehouse and stock management to improve fulfillment, material sourcing, and logistics. Modernise business logistics: Optimise fulfillment and reduce costs by synchronising logistics across sites, warehouses, and transportation modes. Deliver timely customer response: Enable faster response to customer demand by automating a seamless coordination of order-to-cash processes. Get ahead with predictive insights: Gain visibility and control across all sites and warehouses for proactive response to issues using dynamics financial analysis. Streamline procurement: Reduce procurement costs and gain greater control by automating procure-to-pay processes. Unify processes from sales to fulfillment: Seamlessly connect sales and purchasing with logistics, production, and warehouse management for a 360-degree view of your supply chain. 4- Innovate with a modern and adaptable platform Drive innovation with an intelligent application that is easy to tailor, extend, and connect to other apps and services you already use. Use a single regulatory format for multiple software versions: Work with one regulatory configuration service that can be used across multiple versions of Microsoft Dynamics 365 for Finance and Operations and Microsoft Dynamics AX. Empower your users with no‑code configuration services: Enable users with a no‑code approach to easily configure frequently changing legal requirements for regulatory reports, e‑invoices, payment formats, and tax rules.

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Why Microsoft Dynamics AX for Mid-Size & Large Organisation

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Microsoft Dynamics AX 2012 is an ERP system suitable for midsize to large enterprises. The solution has particular strengths in manufacturing and distribution but is also capable of serving buyers across multiple industry verticals. The solution can be installed on-premises or be hosted in the cloud for remote accessibility over the web. In addition to core accounting, Microsoft Dynamics AX offers functionalities for inventory control, warehouse management, transportation management, demand and supply chain planning, material requirements planning, production management, quality assurance, product lifecycle management, asset management, and business intelligence. Multi-language and multi-currency are the additional features which make MS Dynamics AX a suitable option for companies operating globally. The solution supports repetitive, make-to-order, make-to-stock, light assembly and engineer-to-order manufacturing process, among others. The industry-specific functionality meets the needs of discrete manufacturers in the high-tech, electronics, metals, industrial machinery, aerospace, consumer products, and medical devices industries.

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How to use your loyalty program to enhance the customer experience in-store

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There is no doubt that loyalty programs can bring great benefits to customers and businesses alike. In fact, 81 percent of consumers say that loyalty programs make them more likely to continue doing business with brands, while 66 percent modify their spending to maximize loyalty benefits, according to Bond and Visa’s Loyalty Report. As a rich source of data and personalized engagement, loyalty programs also bring great opportunities to create a superior customer experience. But so far this potential is largely untapped: only 22 percent of loyalty program members currently think they get a better experience than non-members. Using your loyalty program to create a unique customer experience in-store is a great way to engage on a personal level and bring people closer to your brand. Here are our tips on how you can use your loyalty program to create a unique customer experience in-store. 1. Offer personalized rewards Knowing who your customer is, and creating rewards especially for them, can be a great way to enhance the in-store experience. Two key ingredients make this possible: data and the right technology. You already have the data, and a customer who has your loyalty app will have given you permission to use it. To get the best from that data you need to be able to analyze it, and create insightful offers and identify opportunities for personalized recommendations that can increase sales – all in real time. Putting the analytical power of artificial intelligence to work through your loyalty app can empower you to create a rich, personalized in-store experience. To personalize your loyalty program rewards in-store: Analyze the customer’s interactions on all your touch points – online, mobile, kiosk, social media and face-to-face – to create in-store rewards that match their interests and shopping history. Use a product recommendation engine to suggest ideas based on the customer’s loyalty program data. For example, you could recommend accessories to complement the suit they just bought, or invite them to look at a new collection that includes their favorite colorways. With the customer’s permission, use GPS with their mobile loyalty app to identify them when they’re close to the store. Then staff can be ready to greet them by name and give them personalized, up-to-date offers and advice. You can also give customers a great reason to come into the store by having in-store rewards and offers pop up on their loyalty app when they’re close by. 2. Make the customer feel privileged Making loyalty program members feel like part of an elite group will really enhance the in-store experience. It can be as simple as putting them at the head of the queue for the latest cool products or giving them members-only privileges in the store. To set your loyalty program members apart from other customers: Invite loyalty program members to collect free samples of the latest products in-store. Offer members the first chance to buy hot new products before they go on general sale. Provide members-only special offers and discounts throughout the store. Create an exclusive area in the store where your loyalty program members can relax and enjoy a free drink. Offer higher-value, exclusive rewards for the members who spend the most or shop most regularly in your stores. 3. Create special events Putting on an event especially for loyal customers is guaranteed to make them feel special. A lot of retailers invite customers to share information about their hobbies and interest, and you can use this data to get groups of like-minded loyalty program members together in your store. To create events that make loyalty program members feel truly special: Invite members to exclusive new-season previews of their favorite brands. Hold a party in-store especially for loyalty program members. Include drinks and nibbles to relax your guests and give them personalized discounts, a treat (for example, invite your loyal customers who are make-up fans and give them a stylist makeover) or made-for-the-occasion gifts that are not available for sale. Invite loyalty program members to meet the experts and learn about the subjects that interest them. It could be a top chef who will demonstrate cooking techniques, a fashion designer with exclusive insights on the latest trends, or an expert who can answer questions about pet care – anything that will captivate your loyalty program members. Invite the customer to the store for special treatment to mark personal events like their birthday, wedding, or the anniversary of their loyalty club membership. Tie it all together Your loyalty program, combined with the physical space of your store, holds untold opportunities to let your best customers know how much they mean to you. In order to give them a VIP experience, though, the right technology is necessary. A system that ties together information from all touchpoints (loyalty app, Point of Sale, CRM) enables you to manage everything – from offers, to personalized recommendations, to special events – seamlessly in the same platform gives you a unified view of your customer and all your interactions is a fundamental tool in the journey to being customer-centric. When all information is stored in the same place, you can easily access and analyze your customer data, and use the insights – alongside some creative thinking – to create an in-store experience that is personal, engaging and makes your best customers feel truly valued.

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What retail CEOs need to know to lead their business into the future

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According to The DNA of the Future Retail CEO from the World Retail Congress, the top two current and future technical skills for retail CEOs are: Understanding of digital commerce and omni-channel Data/insight driven approach The expert panel went on to say that the future retail CEO needs to be data driven “in the extreme”. Meanwhile, Korn Ferry Institute’s study of UK retail CEOs led them to say that the new retail CEO needs to be experienced with both budget and strategy. That is a demanding list of attributes for anyone. Luckily, CEOs are not alone in managing their retail companies, no matter how big or small those companies may be. The right technology, along with the right people, can make the difference between shooting in the dark and creating a company strategy that is based on the most up-to-date and accurate information possible for unified commerce. That is right, retail technology changes quickly. Keeping up with change and coping with it is one attribute of a leader-type CEO, according to research at Harvard Business School. More importantly, the researchers at Harvard found that being a leader-type CEO is linked with better outcomes for the company. But how can one person stay on top of the newest technological, financial, and retail trends? Here are some tips. 1) Have unified commerce technology for all your sales channels Unified commerce is a step beyond omni-channel in that it brings together various, integrated systems into one platform. No matter what your company sells and where it sells it, your software should be a single-platform solution for e-commerce, m-commerce, and in-person sales. Pieced together systems, no matter how integrated, cost more money, and lead to lags in getting the data – or even to data not matching across the various channels. That means that you are missing out on important insights needed to make crucial strategic decisions. A unified system gives you the data you need quickly and easily so you can make long-term and day-to-day business decisions. 2) Have unified commerce technology for your core business functions Unified commerce is not just about retail channels. A truly unified commerce system allows the front end and back end to talk seamlessly together. This means that tracking financials along with inventory, sales, customer satisfaction, and all other moving pieces of retail is possible in one system. What seems almost impossible if the company is running on different ERP, POS, and inventory systems, becomes smooth and consistent with the right technology. Data can flow freely from one area to the other. With the right business intelligence tools, you can make the connections between various aspects of your company to make better business decisions. 3) Set the goals for your company, but be able to cope with change Retail changes quickly, but a retail leader can’t run after every shift that happens in the industry. Richard Branson, who got his start in retail, said in a recent interview with Freakonomics Radio that it is important for the head of the company to set the vision. At the same time, Branson has pivoted from retail music sales, to mobile technology, to airlines, so he understands the importance of changing course when needed. In order to change course, you first need to know where you are. Perhaps the change is to launch a series of pop-up stores. You then need to know how this kind of project fits with the overall vision of the company before jumping on the trend. At the same time, you can’t turn your back on a change that will help your business keep up with the modern pace of the industry. 4) Know how your retail business is doing and where it is going Antoine de Saint-Exupéry famously said that “a goal without a plan is just a wish.” A strategic retail CEO doesn’t make wishes for the company, he or she sets goals and has a plan to track their success. If the retail goal is to sell more products online, the data-driven CEO needs to know where sales were before setting the goal, what data to monitor and how to track that data to know if the goal is being met. This is where key performance indicators, or KPIs, come in. KPIs are exactly the measures that the retail CEO of today and the future needs to track how the company is doing financially and beyond. A unified commerce platform helps you collect and maintain in one place all the KPIs you need to track. It also enables you to easily split them between channels, product types and even individual products, so you get the level of detail you want for your decisions. In The DNA of the Future Retail CEO, only 31% of the retail experts asked said that the retail CEO of the future will have the technical skills needed for unified commerce and to make data-driven decisions. Prove them wrong! Don’t be left behind as retail moves into the future. Be the strategic leader your company needs, with the right systems and data to support the decisions you make for your company

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The Industry Solution for Hi-Tech and Electronics Manufacturing

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Today’s global customers are demanding more configure-to-order, make-to-order, and assemble-to-order products. The modern, agile industrial manufacturer must be responsive and able to deliver with the highest quality and timeliness. The fluctuating demand leads to significant challenges in managing the internal supply chain, coordinating the extended vendor ecosystem, controlling costs, ensuring quality, tracking production, and optimizing inventory levels.   With today’s ever-changing financial and environmental regulations, shrinking product life cycles, and global sourcing challenges, Dynamics 365 for Operations helps you gain visibility across the entire value chain, empowering you to make more efficient and timely decisions. Trident’s implementation processes reduce time and risk so you can rapidly build an adaptive business network, seize new revenue streams, and respond to changing market conditions regardless of your company’s size. Trident’s high-tech industry solution is a set of software and services that automate and streamline the following business processes: • Materials management and demand planning • Purchasing & Inventory Management • Multi-Country, Multi Product, Multi-Level Manufacturing • Multinational Financial accounting • Supply chain planning and Logistics & Warehousing • Service management and customer support • CRM/sales • Engineering Change Management Materials Management and Demand Planning In Hi-Tech Industries, conditions in materials management and demand planning vary rapidly. New requirements need to be determined constantly; order processes and production planning have to be updated. Manufacturing operations need to respond quickly and without too much expense. The higher the product and BOM complexity, the more important a comprehensive, automatic MRP planning process becomes. Trident’s Hi-Tech Solution provides powerful MRP planning configurations, including ordering and order data, shopping and sales planning and stochastic processes. Purchasing & Inventory Management Trident’s Hi-Tech helps you in procurement planning considering minimum order quantities, lot sizes, purchase prices and current stock levels. Purchase planning based on planned and historical consumption levels Blanket orders, supplier inquiries & bonus management Purchasing agreements with suppliers on price, quantity and delivery time for optimum supplier selection Faulty parts management and backlog information with activity messages to avoid delivery delays Supplier connection via the Enterprise Portal or other common industry standards Multi Country, Multi Product, Multi-Level Manufacturing Trident’s Hi-Tech gives you an overview of delivery dates, component availability, production capacities and capacities of external manufacturers (make or buy) and be able to plan accordingly. Graphical view of production resources and production orders Integrated materials and capacity planning as well as production priorities for managing rush orders External production with the provision Extensive production papers with barcodes, label handling for batches and serial numbers Integration of time recording, production data acquisition and machine data logging Visualisation of QA and QM processes Various process variants can be configured such as Made to Order (MTO), Make to Stock (MTS), and more (BTO, ATP…) Variant and product configurator for building custom products (also via the Enterprise Portal on the Internet) Financial Accounting Financial management is the core of Microsoft Dynamics 365 Hi-Tech. Full integration in the other areas of the application allows the collection and analysis of financial data in real time. With extensive country- and region-specific features, the solution fulfils the local financial requirements for 36 countries. Financial accounting, financial planning and cash flow management on client company code, cost centre, cost object and up to seven other dimensions Automatic accrual for consignment stock, bonus agreements and goods. Automatic “work in process” (WIP) tracking for productions and projects Cost and performance accounting integrated into production, project, time recording and production/machine data acquisition Stock valuation Engineering Change Management Research and development (R&D) are the basis for the success of many medium-sized high-tech companies. Efficient quality, time and budget management for R&D processes often decide the future success of a company. Different types of projects and the integration of customers and suppliers into the processes require a flexible system for managing and controlling project activities. The product module allows you to manage and monitor internal as well as contract research projects.

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Microsoft Dynamics 365 for Customer Service

Microsoft Dynamics CRM /

Every interaction matters in customer service. We help brands build advocacy and loyalty by creating effortless service experiences. Key Benefits  EARN LOYALTY: Provide personalized, contextual interactions on any device through the self or assisted channel of choice and convenience. EMPOWER AGENTS: Provide agents with intuitive access to everything they need to deliver fast, effective service – with tools that are at their fingertips on a single application. STAY AGILE: Adjust at the pace of business through actionable insights that anticipate the rapidly changing needs of customers and your brand Key Capabilities OMNI-CHANNEL ENGAGEMENT Enable end-to-end customer service engagements across self and assisted service channels, including field service when there is a need for onsite help. A unified platform ensures context across channels and engagements, delivering personalized and consistent service with minimal customer effort. SELF-SERVICE & COMMUNITIES Empower the increasing majority who prefer to find answers on their own through self-service and community options. Provide branded self-service options that deliver consistent, up-to-date answers and personalized information, and a community experience to connect with peers and subject matter experts AGENT ENABLEMENT Empower agents with a single, unified experience to speed resolution and provide differentiated levels of support. A role-tailored experience delivered through a single dynamic interface contextually serves up the tools, guidance and data agents need to provide a more personalized, effective standard of service UNIFIED KNOWLEDGE Equip customers and frontline staff with a definitive single source of truth through unified knowledge. Ensure knowledge is relevant by capturing and publishing across your content channels while measuring impact and opportunities to grow your knowledge base through rich analytics SERVICE INTELLIGENCE Identify trends, anticipate opportunities and gain insights using rich analytics. Explore what-if scenario’s and forecast outcomes through interactive charts and powerful data visualization capabilities. Our solution empowers employees at every level of the organization to have a positive and meaningful impact on business outcomes.

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How to Transform your Data into Actionable Insight?

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Discover a transformative line of business application built using Microsoft big data and advanced analytics. BI is best practices that enable access to and analysis of information to improve and optimize decisions and performance. Advance Your Analytics Journey BI (Business Intelligence) and analytics within your company with Trident Data Analytics. Starting out with the right solution from Trident which enables your organization to rapidly accelerate from Reporting to Monitoring.  Trident’s Data Analytics Solutions connects to the applications that you have deployed today, including Microsoft Dynamics 365 for Operations and legacy Dynamics AX 2012.  Insights include historical trending, drill-down reporting, and improved insights into your operational and financial business needs. With Trident Data Insights, there is a single source of the truth for your analytical data. Offerings To help clients meet the demands of today and plan for tomorrow, we offer the following services: Business Strategy and Enterprise Metrics: Enterprise information management strategy and roadmap development, business information health assessments, business case development, platform and tool evaluations, architecture definition and enterprise metrics management Business Process Application: Event monitoring, BI adoption, organizational deployment and user empowerment BI Capabilities: BI rationalization and consolidation, data visualization and analytic applications development, BI Center of Excellence, cloud reporting Analytic Applications: Enterprise analytics services, industry solutions and web analytics Information Infrastructure: Data modelling, data architecture, data integration Center of Excellence, master data management, metadata management, data quality management, data warehouse performance improvement, design and development, quality assurance and auditing and data governance Assess Analytics Maturity & Develop Roadmap: Analytics maturity assessment across categories such as Organisation, infrastructure, Data management, Analytics, Governance Data Exploration & Preparation: Data discovery & mapping exercises. Establishing data governance rules for initial rolls out of BI. Trident Data Insight Foundation: Deployment and configuration of ADI semantic layer. (ie: Data warehouse, power BI Content packs). Designing and development of initial BI focus for a specific area of your business. Trident Data Insights Analytics: Specifically targeted predictive and prescriptive insights. Focused on business outcomes Data Visualisation Organizations are building huge stack of data but the key to unlock the data is through visualizations like reports, metrics, KPI’s and dashboards. Trident’s  Business Intelligence and Analytics visualization services are giving shape to the data and turning data into metrics which can be tracked at various levels by CXO’s and managers. Trident’s visualization service is tailor-made based on your organization sector which decides the key KPI’s essential for your organization. We are Delivering real-time solutions to organizations which enables them to make informed decisions. Build End-to-End Framework From Big Data Platform to Solutions Engineer, Monitor and Maintain We can help you with the right skills, tools and expertise to turn your business problems into business insights. Our data engineers analyse and integrate all your data (both structured and unstructured ) and try to make it tangible for your business. Our expertise in cloud computing platforms including AWS, Google, Azure, IBM and Oracle enable us quickly build bespoke Big Data platforms that can be up and running within hours, and not days. Predictive Analysis With the techniques like data mining, statistical algorithms, modelling, machine learning and artificial intelligence, we identify the likelihood of future outcomes basis the historical and existing data lying in your data warehouse. We help you understand Beyond What Has Already Happened and provided the best assessment of what will happen in the future. We build and deploy predictive modelling directly into your business processes using our multi-faceted predictive analytics capabilities in a single solution.

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Trident Information Systems, is one of the leading global providers of Information Technology services and business solutions with over with a proven track record of over 24 years. We have been consistently adding value to the business bottom line of our global clientele.

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