I need help trying to answer these following questions from this case study. The case study is attached via screenshots below.
1. Which module(s) will give A.Datum Corporation a Unified View of their customer?
2. In addition to the list provided in #1, provide a list of the other modules within Dynamics CRM (Sales, Marketing, Service) that should be used by the A. Datum Corporation to solve their customer relationship issues/concerns and why?
3. Identity and list the specific major record types in Dynamics 365 that A. Datum Corporation should use to meet their needs. Explain why your choice will help them meet their objectives.
4. Determine what other additional record types or functions that will need to be created? Explain why you feel the right choice is to create a new record type in the system versus using one that currently exists in Dynamics CRM.
5. Identify the processes that A. Datum Corporation should be using within Dynamics CRM, list them, and explain specifically how they will be able to manage the process knowing what you know about Dynamics 365.
6. From a business perspective, what are other considerations that the customer should take into account when looking to improve or enhance the processes as well as what other questions need to be answered to successfully implement these changes?
The purpose of this case is to explore Microsoft Dynamics CRM and align what has been learned about Customer Relationship Management, Business Concepts, Marketing, and apply it to real-world scenarios. While the case may pertain to industry you might not be familiar with, the needs of the organization, while somewhat business specific, apply to general business concepts and needs. While reading the case, try to imagine how that business does what it does or think of a business that is similar to the one being described. This will help to better understand the organization and the requester's needs. Objectives For this case study, focus on the following objectives: 1. Identity and list the specific record types in Dynamics 365 that this customer should use to meet their needs. Explain why your choice will help them meet their objectives. 2. Determine what other record types will need to be created to meet the customer's needs. Explain why you feel the right choice is to create a new record type in the system versus using one that exists by default in the application. 3. List the primary modules within Dynamics 365 (Sales, Marketing, Service) that should be used by the customer and why. Identify the known functions/processes in Dynamics 365 that the corporation should use, list them and explain specifically how they will be able to manage the appropriate process knowing what you know about Dynamics 365. Case Study: Phone and Cable Service A. Datum Corporation's (ADC) business focus is providing phone and cable services to businesses and residential customers. Business customers can purchase not only phone service but also IT Infrastructure services as well. Residential customers can only purchase cable and phone services. ADC does not have a consistent way of tracking prospects through the sales process nor do they have a way to track the sales process for existing customers. They currently use a system called Contoso Software that tracks their customer service information related to current customers. This software package is working very well for ADC. They are looking for a solution that helps ther their sales process and work to move more prospects through the sales process into sales. Customer Request To Whom It May Concern: We are looking for a way to use Microsoft Dynamics CRM to manage (CRM) solution: 1. To better track account activity, and create more reliable sales forecasts, demand planning, and opportunity management. a. To do this, we need a single, unified view of our customers, which is not possible with existing patchwork of applications that kept information in silos. The lack of a unified view also led to inconsistencies in data, because information on the same customers is kept in separate data stores and accessed by separate business applications. b. We also want the CRM solution to give our customer support personnel the unified data store required to resolve product shipment queries and enhance customer service. 2. To manage our entire sales process. Today each salesperson is simply tracking their prospects as well as potential sales in their own fashion (some in spreadsheets others in spiral bound notebooks). Below are the specific challenges we are looking to remedy: a. We currently collect prospects in the following ways: i. Existing customers ii. Employees iii. Marketing campaigns iv. Customer service representatives CRM 4500 CASE01 Page 2 Microsoft Academic Alliance: Dynamics 365 Application Management V. We learned that some of these prospects get sent to our sales team while others never get handed over and are forgotten. b. We need to be able to see our sales pipeline at a glance without having to ask our sales people to send us their estimates. C. When a new prospect comes in that do not have an existing business relationship with, we need to be able to track their name, address, phone number, email address, conversations we have with them, and notes d. We would like to send bulk emails out to these prospects inviting them to our local and regional events. Ideally, we would even like to get an idea of who is planning on attending and who is not. e. We have two hundred different products we sell and would like to have an idea of which products they are looking to purchase once the existing or potential customer is into our actual sales process. f. We currently use both the United States Dollar and the Euro as our primary currencies. We need to be able to provide dollar amounts for our potential sales in both currencies. g. Additionally, of our two hundred products, one hundred products are available in Europe while all of them are available in the United States. h. As part of our sales process, we need to be able to provide quotes to customers. Once the customer has agreed to the terms of the quote, we want to get them the items they bought and fulfill their request. I hope our needs make sense. If you have any further questions, please feel free to contact me directly. Sincerely, Rene Valdes, President A. Datum Corporation The purpose of this case is to explore Microsoft Dynamics CRM and align what has been learned about Customer Relationship Management, Business Concepts, Marketing, and apply it to real-world scenarios. While the case may pertain to industry you might not be familiar with, the needs of the organization, while somewhat business specific, apply to general business concepts and needs. While reading the case, try to imagine how that business does what it does or think of a business that is similar to the one being described. This will help to better understand the organization and the requester's needs. Objectives For this case study, focus on the following objectives: 1. Identity and list the specific record types in Dynamics 365 that this customer should use to meet their needs. Explain why your choice will help them meet their objectives. 2. Determine what other record types will need to be created to meet the customer's needs. Explain why you feel the right choice is to create a new record type in the system versus using one that exists by default in the application. 3. List the primary modules within Dynamics 365 (Sales, Marketing, Service) that should be used by the customer and why. Identify the known functions/processes in Dynamics 365 that the corporation should use, list them and explain specifically how they will be able to manage the appropriate process knowing what you know about Dynamics 365. Case Study: Phone and Cable Service A. Datum Corporation's (ADC) business focus is providing phone and cable services to businesses and residential customers. Business customers can purchase not only phone service but also IT Infrastructure services as well. Residential customers can only purchase cable and phone services. ADC does not have a consistent way of tracking prospects through the sales process nor do they have a way to track the sales process for existing customers. They currently use a system called Contoso Software that tracks their customer service information related to current customers. This software package is working very well for ADC. They are looking for a solution that helps ther their sales process and work to move more prospects through the sales process into sales. Customer Request To Whom It May Concern: We are looking for a way to use Microsoft Dynamics CRM to manage (CRM) solution: 1. To better track account activity, and create more reliable sales forecasts, demand planning, and opportunity management. a. To do this, we need a single, unified view of our customers, which is not possible with existing patchwork of applications that kept information in silos. The lack of a unified view also led to inconsistencies in data, because information on the same customers is kept in separate data stores and accessed by separate business applications. b. We also want the CRM solution to give our customer support personnel the unified data store required to resolve product shipment queries and enhance customer service. 2. To manage our entire sales process. Today each salesperson is simply tracking their prospects as well as potential sales in their own fashion (some in spreadsheets others in spiral bound notebooks). Below are the specific challenges we are looking to remedy: a. We currently collect prospects in the following ways: i. Existing customers ii. Employees iii. Marketing campaigns iv. Customer service representatives CRM 4500 CASE01 Page 2 Microsoft Academic Alliance: Dynamics 365 Application Management V. We learned that some of these prospects get sent to our sales team while others never get handed over and are forgotten. b. We need to be able to see our sales pipeline at a glance without having to ask our sales people to send us their estimates. C. When a new prospect comes in that do not have an existing business relationship with, we need to be able to track their name, address, phone number, email address, conversations we have with them, and notes d. We would like to send bulk emails out to these prospects inviting them to our local and regional events. Ideally, we would even like to get an idea of who is planning on attending and who is not. e. We have two hundred different products we sell and would like to have an idea of which products they are looking to purchase once the existing or potential customer is into our actual sales process. f. We currently use both the United States Dollar and the Euro as our primary currencies. We need to be able to provide dollar amounts for our potential sales in both currencies. g. Additionally, of our two hundred products, one hundred products are available in Europe while all of them are available in the United States. h. As part of our sales process, we need to be able to provide quotes to customers. Once the customer has agreed to the terms of the quote, we want to get them the items they bought and fulfill their request. I hope our needs make sense. If you have any further questions, please feel free to contact me directly. Sincerely, Rene Valdes, President A. Datum Corporation
