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Case Study on Microsoft Dynamic 365 from Leading Automotive Industry

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Toyota Industries Corporation improves service operations to maximize uptime for their customers Toyota Industries Corporation (“Toyota Industries”) is Toyota group’s head company, with 90-plus years of history, and offers products that account for the world’s largest shares of the following three fields: forklifts, compressors for auto air conditioners, and air-jet looms. Toyota L&F Company, which develops, manufactures, sells, and after-sales services forklifts, plans to improve the quality of their after-sales services by leveraging telematics and IoT for visualizing service operations. The company promotes the project and the introduction of Global Mobile Service Solutions (GMSS), together with Microsoft Enterprise Services. GMSS uses Microsoft Dynamics 365 for Field Service, and with telematics linked to Microsoft Azure to improve preventive maintenance and move further towards predicting failures. We strive to provide uniform, quality after-sales services in a global partnership with Microsoft. Going forward, I want to create a mechanism to collect forklift data by using IoT and telematics to prevent failures. Mr. Michio Yonezawa: General Manager, Services Department Toyota Industries Corporation Maximize Uptime by Leveraging Forklift Data Toyota Industries aims for further growth in the business of industrial vehicles that have grown into a business that accounts for 60% of the company’s. Mr. Michio Yonezawa, General Manager, Service Department, spoke of the significance of maximizing forklift utilization by offering after-sales services that meet the business needs of their forklift customers. “The mission of the Service Department is to improve our after-sales services and establish strong relationships with our customers, so that we can receive additional orders from them. We think that offering satisfying after-sales service ultimately contributes increase sales.” The company wanted to offer high quality services globally, and decided to introduce Dynamics 365 for Field Service as the primary tool for managing the after-sales service skills and operations for those distributors offering services to forklift customers all over the world. They wanted to improve their operational management accuracy, shift to a paperless process, reduce man-hours, and increase efficiency. They would do this by visualizing business KPIs in digital form, and laying out a framework to help boost their strengths and compensate for any weaknesses in various regions. Mr. Yonezawa explained the reasons for selecting Microsoft Enterprise Services as their partner in achieving their objectives, as follows. “Microsoft has many great accomplishments as a global IT company, and, above all, Microsoft Enterprise Services made an achievement to implement our systems to our European sites. In addition, Microsoft Enterprise Services not only understands the latest technologies, but they also develop systems based upon our after-sales service operations, and they provide global assistance. They will help us achieve our goal of global expansion.” Further, Toyota Industries plans to perform maintenance prior to the occurrence of failures, which also necessitates linkage technologies between the Microsoft cloud and IoT. The company uses Azure to collect machine information of their forklifts in operation. Linking information related to after-sales service from GMSS to the machine information in the cloud is expected to assist the Service Department in performing the right maintenance at the right time, preventing forklift failures from occurring at minimal cost. “Sudden failures greatly hinder the customer’s business activities, and generate extra-budgetary expenses. Previously, we conducted regular inspections in accordance with the guidelines based on how long the machines had been operating. By leveraging the machine information collected via telematics, inspections can be carried out in response to the customer’s usage, thereby reducing their burden,” explained Mr. Yonezawa. Visualization of Business Operations, Improvement in Productivity, and a Shift to a Paperless Process with GMSS Toyota Industries chose Microsoft Dynamics 365 for Field Service – which is already in worldwide use, cooperates with the latest technologies including IoT, AI, and machine learning, and enables practical applications – to visualize and improve after-sales service operations for GMSS development. Mr. Senichiro Kondo, who directs the global expansion of GMSS as the General Manager, Overseas Service Operation, Service Department, stated the reasons for selecting a cloud-based system for improving their after-sales service operations. “Since we manage operations in countries except for Europe and North America, the cloud enables us to facilitate management in a unified manner, and lay out a framework that helps provide the same services world-wide. In addition, Toyota could differentiate itself from its competitors by being first to introduce IoT to the service operations. Our competitors have not done this yet. The Microsoft cloud meets our security guidelines and we did not hesitate at all to use the cloud.” India was selected to be the first country for the deployment of GMSS, which occurred in February, 2018. “One reason we chose to deploy GMSS to India first is that we directly manage the distributors with standard service operations and it would allow us to examine their cost-effectiveness in detail. Another reason is that, if it is proven cost-effective in India, where wages are low, we could promote the deployment of GMSS to distributors in other countries,” said Mr. Kondo. In India, approximately 80 field service technicians had been receiving instructions on after-sales service operations in written form or manually. Technicians’ visit plans had been written on white boards, and material preparation before the visits was time-consuming. “The introduction of GMSS based on Microsoft Dynamics 365 for Field Services enabled the dispatchers to prepare and allocate instructions to give to the technicians. A mobile device app scheduled customer visits, periodical inspections and repair work for the technicians. Service reports can now be displayed on a screen, explained to the customer, signed by the customer, and submitted to the technician’s superior in a paperless stream, resulting in a significant improvement in work efficiency,” said Mr. Ryo Makino, a core member in charge of GMSS deployment in India, and Group Manager, Planning Group, Overseas Service Operation, Service Department. Various materials, including service materials, check sheet for maintenances, and visit histories that were used to previously store in separate locations can all be accessed from mobile devices, helping reduce the time taken to prepare them before paying the customer a visit.

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6 strategies to boost sales productivity – Microsoft Dynamics 365

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Read here How Microsoft Dynamics 365 helps in Sales, Read 6 strategies to boost sales productivity.

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Dynamics 365: 2020 release wave 2 plan

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The Dynamics 365 release plan for the 2020 release wave 2 describes all new features releasing from October 2020 through March 2021. You can either browse the release plan online or download the document as a PDF file. The PDF file also includes information about Power Apps, Power Automate, Power Virtual Agents, Power Platform governance and administration, and Common Data Model and data integration. The Microsoft Power Platform features coming in the 2020 release wave 2 have been summarized in a separate release plan as well as a downloadable PDF. 2020 release wave 2 overview The 2020 release wave 2 for Dynamics 365 brings new innovations that provide you with significant capabilities to transform your business. The release contains hundreds of new features across Dynamics 365 applications including Marketing, Sales, Customer Service, Field Service, Finance, Supply Chain Management, Human Resources, Commerce, Fraud Protection, and Business Central. Marketing Dynamics 365 Marketing improves the customer journey canvas experience and adds integration with Microsoft Teams for virtual events. Segmentation is enhanced with a new natural language experience to create and consume segments, helping eliminate the specialized skills needed to build complex segments. Sales Dynamics 365 Sales continues emphasis on simplified experiences, app integrations, gamification, a new mobile experience for quick access to customer information, and new enhancements to forecasting to natively create and manage bottom-up sales forecast processes. Dynamics 365 Sales Insights continues investments across multiple areas: sales acceleration, conversation intelligence, relationship intelligence, and advanced forecasting and pipeline intelligence with predictive lead and opportunity scoring to help sales teams uncover top deals. Dynamics 365 Product Visualize empowers sellers and accelerates complex sales processes by showcasing and customizing products in their real-world environment. Sellers can place a 3D digital twin of a product in their customer’s environment and make detailed notes about their requirements. Service Dynamics 365 Customer Service expands agent productivity capabilities enabling agents to engage in multiple sessions simultaneously. Omnichannel for Customer Service is enhanced with additional extensibility options to enable integration with mobile applications, Microsoft bot framework, and outbound messaging channels. Dynamics 365 Customer Service Insights adds new capabilities to help agents using similar case suggestions to resolve customer issues quickly and easily. A new analytical view for customer service managers helps them focus on key support areas that need attention. These highlights will also be included directly in the core Customer Service Hub app so that users can get insights in context without having to switch between applications. Dynamics 365 Field Service continues to add intelligence capabilities including a new Field Service dashboard for monitoring key KPIs and work order completion metrics. There are many user experience enhancements to enable proactive service delivery. The Field Service mobile app is enhanced with capabilities such as push notifications and real-time location sharing. This release wave also includes scheduling enhancements such as multiday manual scheduling and enhanced skill-based matching. Dynamics 365 Remote Assist expands its range of scenarios beyond calls, allowing technicians to perform activities such as capture service and repairs data, perform surveys and walk-throughs independently, and derive service insights from their service operations. Finance and Operations Dynamics 365 Finance continues to focus on automating common tasks to reduce the number of manual processes and add insights and intelligence in Finance. Asset leasing enhances the core capabilities of Finance and the global coverage for Finance continues to expand in this release wave. Dynamics 365 Supply Chain Management expands planning optimization for Manufacturing to perform supply and production planning in near real time with in-memory services. Enhancements to Product Information Management include engineering change management and product versioning capabilities. Cost Management includes new features that will enable global companies maintain multiple cost accounting ledgers by allowing dual currency and dual valuation. Enhancements to the job card device include a new user experience and a new feature to enable reporting serial numbers. Dynamics 365 Guides is focusing on intelligent workflows in this release wave. By taking advantage of data and AI innovations, work instructions can be configured to adjust on the fly based on operator inputs. In addition, insights will make it easier to use time-tracking data and connect that data to your business. Dynamics 365 Project Operations unifies operational workflows to provide the visibility, collaboration, and insights needed to drive success across teams from sales to finance. Project Operations connects your sales, resourcing, project management, and finance teams within a single application to win more deals, accelerate delivery, empower employees, and maximize profitability. Human Resources Dynamics 365 Human Resources expands leave and absence and benefits management capabilities to transform the employee experience. Employees and managers will be able to manage leave and absence directly from Microsoft Teams. This release wave enables streamlined integrations to recruiting and payroll partners, thereby building a Human Capital Management (HCM) ecosystem. Commerce Dynamics 365 Commerce continues to expand capabilities enabling non-developers to easily design and manage digital commerce experiences. Customers can increase lift online and in store with “Shop similar looks” for recommendations. Customers can discover and deploy third-party services, connectors, modules, and themes from Microsoft AppSource. Dynamics 365 Connected Store adds a number of new capabilities such as integration with Dynamics 365 Commerce, front-line worker task assignment and tracing with Microsoft Teams, integrated workflows with Microsoft Power Platform, intelligent command center, store analytics, and store insights solutions such as anomaly detection, inventory recommendations, and shift management recommendations. Fraud Protection Dynamics 365 Fraud Protection adds integration with Dynamics 365 Commerce and a new “manual review” capability that allows customers to use the Fraud Protection rules experience to flag transactions for review, and then allow expert human agents to consume and adjudicate those transactions. SMB Dynamics 365 Business Central investments for this release wave include service enhancements to meet the demands of a rapidly growing customer base, improved performance, handling of file storage, geographic expansion together with support for Group VAT, top customer-requested features, and deeper integration with Microsoft Teams. Customer data platform Dynamics 365 Customer Insights enables every organization to unify disparate data—be it transactional, observational or behavioral sources—to gain a single view of customers and derive intelligent insights that drive key business processes. Dynamics 365 Product Insights enables organizations to understand their customers’ journey, usage,

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Case Study : Abu Dhabi government builds one-of-a-kind integrated customer service platform using Microsoft Dynamics 365

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Established to lead excellence in government services, Abu Dhabi Digital Authority (ADDA) strives to lead the digital future of Abu Dhabi. Taking advantage of Microsoft Dynamics 365, Power BI, and Azure solutions, TAMM integrates Abu Dhabi government services to provide communities and businesses with a seamless, proactive, and personalized customer experience, one that promises to change the way UAE citizens and residents interact with their government for the better. [/vc_column_text][vc_column_text][/vc_column_text][vc_column_text] Abu Dhabi as a digital innovation destination Abu Dhabi Digital Authority (ADDA) has a vision that offers a new way of interacting with the citizens and residents in Abu Dhabi and throughout the world. ADDA’s vision embraces technology that delivers value through innovation and service excellence. ADDA is building a digital hub that integrates Abu Dhabi’s 1,600 government and business services with over 55 entities into one central platform. This modernizing journey toward global competitiveness means citizens can look forward to a smarter, happier future with better quality of life—all thanks to the TAMM integrated services platform. Digital smart government, powered by Microsoft The TAMM integrated service platform is an intelligent customer support center. Taking advantage of Microsoft Dynamics 365, Power BI, and Azure solutions, TAMM unifies Abu Dhabi’s government and business services into 80 integrated journeys. This integration merges a 360-degree view of customers’ information and their interactions across the government into a seamless, proactive, and personalized customer experience. It promises to completely revolutionize the way citizens interact with the government. Dynamics 365 creates a seamless omni-channel experience. The portal provides United Arab Emirates (UAE) citizens, residents, and visitors with a range of government services through one access point. Operating with Azure and AI increases efficiency and improve customer experience through fast, agile responses to citizen information requests. It provides stakeholders and field workers with decision-making capabilities through in-depth business intelligence on customer behavior. “Through Power BI, we are now able to ensure that all government data is viewed, including our services that are unified and user-centric,” explains Fatima Al Obeidli, Director – Contact Center Business Management Department at ADDA. “This drives our commitment to superior customer service. The Power BI unified dashboard replaces the multiple reports of the past, ensuring one-of-a-kind customer service experience.” Microsoft’s customer-first approach has been proven by its profound understanding of ADDA’s vision. “The aim is to establish a unique service model for Abu Dhabi government. Microsoft is a trusted partner, providing us with tools and mechanisms that empower us to lead the digital future of Abu Dhabi,” explains H.E. Saeed Al Mulla, Director, Government Services at ADDA. Powered by innovation, inspired by society “By leading with a modern, reliable, and integrated digital system that serves all walks of life in society, ADDA supports the business environment, attracts more investments into Abu Dhabi, and enhances the Emirate’s global competitiveness,“ says Ali Nimer, Strategy Advisor to the Director General and Head of Digital Excellence Office at ADDA. Through Power BI, we are now able to ensure that all government data is viewed, including our services that are unified and user-centric. This drives our commitment to superior customer service. The Power BI unified dashboard replaces the multiple reports of the past, ensuring one of a kind customer service experience. – Fatima Al Obeidli: Contact Center Business Management Department

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