ms dynamics 365 case studies

MS Dynamics 365 Case Studies

Document Type: Case Studies

Prepared By: ConnectPoint

Date: 5/12/2020


Confidential Document Type Page | 1

Table of Contents 1. Ministry of Interior / UAE ............................................................................................................................ 2

2. Abu Dhabi Securities Exchange (ADX) ....................................................................................................... 15

3. Raffd Fund ................................................................................................................................................. 19

4. Khalifa Fund for Enterprise Development (KFUND) .................................................................................. 22

5. Abu Dhabi Police ........................................................................................................................................ 24



1. Ministry of Interior / UAE

Project Name Smart CRM System / Complaints, Suggestion & Inquiries Service Requests for Employees

Project Objectives MOI was looking to implement a centralized CRM solution that provides MOI a single, unified

platform to capture, track, and manage customer feedback for MOI services across all sectors

and departments. The Smart CRM provides a consistent and efficient mechanism for tracking

and responding to customer issues and complaints, as well as providing a convenient self-

service channel for submitting feedback online.

Smart CRM solution provides percentage of customer inquiries \ interactions \ complaints

handled within established and relevant SLA targets through the CRM system.

Business

Components

The main purpose of this solution was to enable MOI Customer Services department to

increase the customer satisfaction by providing user friendly solution that provide the

required information to speed up processing the cases received, the below sections are

providing in detail an overview of the business requirement which is related to the scope of

work.

MOI Smart CRM Persona

The below personas who will use the system and utilize its features:

MOI Smart CRM Persona Actions

The below journeys are the main journeys of this

Below is detailed user journey for solution persona & Actions:

Customer Services Agent

Receive a case Attach document to case Search case

View customer profile Send Survey Search contact

Update case Generate reports Close Case

Search Knowledge Base View Knowledge Base Manage Knoweldge Base

Customer Services Manager

Customer Service Agents

Branch ManagerDepartment

OfficerDepartment

Manager

Receive CaseReview

CaseAssign Case

Service Case

Track Case

Close Case



View case Modify Case SLA (Group) Search contact

View customer profile Manage Department

Managers

Route Case

Update case Send Survey Modify case rules (Group)

Attach document to

case

Generate reports Manage Agents

Modify stages (Group) Search case Manage Department

Officers

Search Knowledge Base View Knowledge Base Manage Knoweldge Base

Department Officer

View case Attach document to case Search contact

View customer profile Generate reports Route Case

Update case Search case Delegate Case

Department Manager

View case Attach document to case Generate reports

View customer profile Delegate Case Search case

Update case Route Case Search contact

Proposed solution EXCEED provide MOI with Microsoft Dynamics 365 customer services to build the unified

platform for MOI ans support MOI customer services team.

Solution results Single Point of Contact

• Single platform that unifies constituent feedback across MOI sectors and

departments

• Consolidation of existing constituent feedback mechanisms (e.g. MOI Call Center,

Live Chat function on the MOI websites, fms.ae, and service centers) into a single

CRM platform

Integrated Operations Capability

• Single, authoritative CRM platform that provides case and ticket management

capabilities for MOI to coordinate how it interacts with constituents (e.g. case

management, contacts management)



• Unified model for sharing cases and tickets between sectors

• High level of interoperability with other business applications using standard

integration mechanisms (e.g. SOAP/REST services).

Seamless Constituent Support

• Integration into existing communication channels, customer service centers, and

MOI's social media channels

• Self-service capability enabling customers to submit and track cases through entire

lifecycle via portal or mobile Multichannel (e.g. web, mobile, chat and phone)

support

• Complete view of constituent data and information to enable customized and

personalized services regardless of access channel and enable outbound contact

from government to constituents based on specific attributes (e.g. location)

Smart Social Media Engagement

• Near real-time monitoring and ingestion of social media data based on specific

handles and topics/keywords

• Sentiment analytics capability to generate insights into customer sentiment

• Social media marketing campaign management capability & through email or SMS.

• Anticipating constituent needs based on cloud analytics and current events to notify

constituents of issues as they are affected and automatically open and work to

resolve cases and tickets

CRM Operating Model

• Decentralized operations with the ICT infrastructure necessary to enable telework

for customer service representatives

• Well-designed operating model with logical and efficient procedures, processes, and

governance.

Contacts Details Name: Kamal Atmeh / Project Manager

Email: 0097561050149

Name: Saif Al-Mazroui / Project Sponsor

Email: [email protected]

Phone: 0097150998799

mailto:[email protected]



New Complaint Request Submitted

Request Details

SLA Details

Call Center Complaints

Call Center Complaint Dashboard Case Title 285 is Under Pending Complaint



Call Center Complaint Dashboard Remaining Part 285 SLA Expired

Related Section Team Complaint Dashboard

Related Section Team Dashboard Containing 285 in Waiting

Department Organizer Dashboard

Dept. Org. Dashboard Showing 285 Under My Dept. Section

Department Manager Dashboard



285 Showing in Pending and Delayed Sections Under My Dept.

Part Manager Dashboard

Part Manager Dashboard 285 is under Pending and Delayed Complaints

Quality Team Dashboard



Quality Dashboard

Quality Dashboard Remaining Part 285 is Under All Pending Complaints

Quality Dashboard Remaining Part 285 is Under Delayed Complaint Section

Complaint Manager Dashboard



Complaint Manager Dashboard 285 is under All Pending and All Delayed Complaints sections

New Inquiry Request

New Inquiry Request

Call Center Inquiries Dashboard



Call Center Inquiries Dashboard 286 is under Pending Inquiries

Call Center Remaining Dashboard Part 286 is under Delayed Inquiries

Related Section Team Inquiries Dashboard

Related Section Dashboard 286 is under Waiting Receive my Inquiries



Department Manager Inquiries Dashboard

Department Manager Dashboard Showing 286 under Pending Inquiries and Delayed Inquiries.

Part Manager Inquiries Dashboard

Part Manager Inquiries Dashboard showing 286 under Pending and Delayed Inquiries

Complaint Manager Inquiries Dashboard



Complaint Manager Inquiries Dashboard showing 286 Under Pending and Delayed Inquiries

Quality Team Dashboard Inquiries

Figure 15 Quality Inquiries Dashboard showing 286 in delayed inquiries

New Request with Other Service



Request with Other Service

Call Center Complaint Dashboard

287 in Call Center Complaint Dashboard

Complaint Manager Dashboard



287 is Under Pending Section in Complaint Manager Dashboard Means complaint manager can see all

Complaints

Quality Team Dashboard

Quality Team Can See all Complaints. 287 is under Pending Complaint Section



2. Abu Dhabi Securities Exchange (ADX)

Project Name ADX CRM Investor Application (SAHMI)

Project Objectives ADX want to automate the main servicer for the investors so they can use them remotely with

no need to visit ADX branches, the investor can apply the ADX services like the below:

Issuing an investor number.

Update investor information.

Remote attending and e-voting on the company’s annual general meetings and agendas.

Transfer of securities between the investor's account.

Generating investors with portfolio reports.

Proposed solution The proposed solution for SAHMI was built using the below technologies.

The backed was built by using Microsoft CRM.

The frontend was built using angular technology and hosted over SharePoint 2013

(https://beta.adx.ae/English/Pages/default.aspx )

The integration layer between the front channels (Portal. KOISK, Mobile, and chatbot) was

built using WCF.

Solution results SAHMI application currently hosted over ADX site with more than 7000 investors using it to

manage their investor number and apply for the various e-service provided by ADX

Contacts Details Name: Rami Tahseen ALJallad


Phone: +971 50 619 1672

https://beta.adx.ae/English/Pages/default.aspx




3. Raffd Fund

Raffd Fund

Project Name Raffd loans E-Service Portal (https://www.alraffd.gov.om)

Project Description Analyze, design, develop and deliver a full CRM solution on both web and mobile channels along with delivery

and support services.

Project Objectives Al Raffd Fund (AL RAFFD) had an initiative to develop an e-services platform with the objective of improving

customer services and improving the quality, agility, user experience, accessibility of services that can be

provided in Omni-channel modes such as Web and Mobile.

AL RAFFD established the CRM platform using Microsoft CRM platform and that helped in realizing the

objectives of its e-Services transformation vision through key powerful business capabilities:

Establish an integrated service delivery platform.

Enhance the customer experience.

Provide citizens with a unified service catalogue.

Integrate with other service providers (government agencies/institutions).

Provide AL RAFFD users with one system to manage day to day business operations.

Minimize the number of human interventions to complete service delivery

Minimize the number of customer touch points to complete a service request

Build a comprehensive database of customers

As processes re-engineering, methodology for solutions development, provide an implementation

schedule, and to make a commercial offer per the requires defined in the detailed scope of work, but can be

generalized as:

• Project manage assessment & design phases to review existing procedures, gather detailed business

requirements and re-engineer procedures, including integration with AL RAFFD service partner

applications, to minimize human interventions to the maximum extent possible in the proposed

design

• Conduct a development phase to configure the CRM system and program specified service

functionality for 5 pilot services (services defined within this work scope) and complete data

migration etc.

• Support deployment of the new service delivery methodologies, including issues identification and

corrective actions completion.

• Agree schedule and develop a program for expansion of service coverage on a group by group basis

to complete both coverage of all required services and full Omni channel implementation for all

services (proposal to contain methodology for pricing these phase II activities)

• Support operations for a one-year period to ensure success in meeting the vision for the project.

Solution Overview System Users:

Individuals.

https://www.alraffd.gov.om/



Corporate.

Government.

Al Raffd Employees.

Omni Channel:

The solution was required to enhance the citizen engagement experience by allowing customers to interact

with AL RAFFD through all available channels. The solution also coordinates and drive transactions across these

channels. Example, a citizen could submit a service request using the mobile application, then check the

request status through the eServices portal or chat with AL RAFFD representative online to inquire about the

request progress.

Web: Through the interaction with AL RAFFD eService portal, customers can submit requests and can

track their progress. It also provides a knowledge base capability that helps customers understand the

requirements for submitting a complete service request.

Mobile (Web Version): Like the web portal, the customers can be able to check each service request

requirements, submit a new request, track the status of their requests, and receive notifications.

Proposed

Technology

Microsoft Dynamics 365 for Customer Engagement

Microsoft SharePoint 2016

Year 2019-2020

Contacts Details Caesar Moussalli


Phone No.: 009689530 8524




4. Khalifa Fund for Enterprise Development (KFUND)

Project Name IMPLEMENTATION OF MICROSOFT DYNAMIC 365 CRM (KF E-SERVICES PLATFORM)

Project Objectives Khalifa Fund for Enterprise Developments (KFUND) was seeking the Implementation of Microsoft

Dynamic 365 CRM to lead KFUND evolution into a solid and reliable e-services environment. This

platform was ready and compatible enough to execute KFUND day-to-day business process and improve

the visibility and user experience. Most interactions were between Khalifa Fund Applicants and

Operations Division using an interactive portal where all applicant information to be electronically flown

in/out to reduce the carbon footprint. Also ensure the maximum level of user adoption by increasing

the visibility, awareness, and competency. The Provided platform digitalized and promoted Khalifa Fund

services to meet latest market technology trends.

Proposed Solution • Develop frontend Portal for applicants (https://www.khalifafund.ae/ ) using Microsoft SharePoint

2016.

• Develop Backend CRM system using Microsoft Dynamics 365 for customer engagement.

Contacts Details • Ahmed Al Sada

o Position : IT Project Manager o Email : [email protected] o Mobile Number :

• Ali Al Jasmi : o Position : Information Technology Manager o Email: [email protected] o Mobile Number: 00971505202128

• Qussay Abdul Wahab o Position: Enterprise Development - Counselling &

Monitoring Manager o Email : [email protected] o Mobile Number: 00971504157384

https://www.khalifafund.ae/






5. Abu Dhabi Police

Project Name Case Management system

Project details Case Management Service module of Dynamics CRM is utilized to manage various requests & queries by customer. Requests are logged in system as Cases. Case entity have below information

• Request Number (Id)

• Title

• Description

• Complaint Type (Complaint, Response)

• Case Channel (IVR, Agent, Web site, Mobile app, Kiosk, Video, Webchat)

• Customer

• Department (General Directorate, Department, Section)

• Status (New, Pending, Resolved)

• Created Date

• Created By

• Responsible Person

• Preferred Communication Channel (SMS, Phone, Email)

• Outcome

• Closing Date CRM was integrated with middleware for pulling customer basic information like Name, mobile number, traffic file no etc. CRM is communicating with middleware services to get the following data and storing it in CRM. CRM was integrated with Genesys System for returning customer basic information like Name, mobile number, traffic file no etc. Once customer call, it’s been received by IVR sent to CRM services to get the relevant data, if information exists in CRM then customer profile will be open in CRM within Genesys interface, if information does not exist then CRM contact search page will be open in CRM within Genesys interface.

Contacts Details Name: Salem Almazrouei

Phone: +971 55 857 5556


Case screen in CRM looks like below



Arabic case screen looks like below

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