Adding New Services making a difference!

Lars AhlgrenSales Lead Dynamics ServicesMicrosoft Dynamics

Strengthening Dynamics Support

Your Feedback

1. “Deluxe needs to be better integrated with Premier!”

2. “We want partners to do a better job during implementation!”

3. “We need help not only during operations”

Our Action

1. Dynamics Support will feature with specific line items on the Premier menu

2. We have just revamped all our Dynamics Implementation Methodologies

3. We will launch a new set of stand-alone short term consulting services

1. Dynamics Support will feature with specific line items on the Premier menu

2. We have just revamped all our Dynamics Implementation Methodologies

3. We will launch a new set of stand-alone short term consulting services

for You

MS Deluxe Support Services:

• Microsoft Responsibility for the Dynamics Solution• Long Lasting Commitments for years• Our ability to work alongside you for your productive success

A Direct Relationship with Microsoft

Dynamics Support

Deluxe Support is for customers with:

– Requirement for direct relation with Microsoft• Direct dialog with Microsoft to drive support solutions• Proactive support directly available from the source• Advice re customers supportability needs

– Critical installation• Customers with Business Critical Installation• Business strongly impacted when system down• Business running 24*7

– Distributed installation• Support for Multi site/Global• Local language support • Coordination between countries• Different time zone coverage• Customized installation by partner with additional ISV/IBI products

and integrated software from Microsoft and other vendors.

Is Deluxe a service for you?

Dynamics Support

Specific Dynamics Support for PremierToday:

• Deluxe Exhibit provides Premier Customers with access to the full Deluxe Services with a TSAM etc.

Your Feedback of “need better integration with Premier” results:• Premier will facilitate specific Dynamics Support Services

such as:– Technical Service Account Managers for Microsoft Dynamics

– Health Checks and Support ability review for Microsoft Dynamics

– Resolution Service involving and interacting with Partner Solutions

• Premier will continue to deliver:– One point of contact with the Technical Account Manager

– Integration with other Microsoft Technologies (SQL, Biz Talk, etc.)

– Full range of support services for all MS products directly to customers

Dynamics Support

Investing in our Partners

“We want partners to implement the

Dynamics Technology better!”

ImplementationMethodologies

What Is Microsoft Dynamics Sure Step?

• A methodology and set of tools to help with implementation, optimization, and upgrade of core Microsoft Dynamics solutions

• Unifies project management principles with an implementation methodology and solution-specific guidance and tools

• Built for partners and Microsoft® Consultants to help increase their productivity and efficiency

• Helps improve project success rates and reduce risk through consistent, repeatable, and predictable processes

• Helps increase customer confidence and drive more customer value and satisfaction with their Microsoft Dynamics solution

ImplementationMethodologies

Sure Step Implementation Methodology Model

ImplementationMethodologies

Why use the Implementation Methodologies?

For Partners:

Make the Customer Happy!

Drive Efficiency!

Secure Success!

Avoid pitfalls..

Small and big projects

For MS Dynamics Products

ImplementationMethodologies

Deluxe gives the relation trough out the life

cycle

EvaluateEvaluate PlanPlan BuildBuild DeployDeploy OperateOperate

Best Practices sharing

Review/Contribute to Architect. Design

Sessions.re Supportability

Review/Contribute to Architect. Design

Sessions.re Supportability

Supportability Review Supportability Review

Review Support ModelCustomer/Microsoft/Partner

Review Support ModelCustomer/Microsoft/Partner

Deluxe

Information Service guidance for internal Staff/PartnereCorses, Library etc

Information Service guidance for internal Staff/PartnereCorses, Library etc

Contribute to Project Planning

Supportability perspective

Contribute to Project Planning

Supportability perspective

Review Support ModelISV/3rd partner product etc

Review Support ModelISV/3rd partner product etc

Operational Application SupportOperational Application SupportSupport advice and

critical inc. support to project team

Support advice and critical inc. support

to project team

The Technical Support Account Manager is working as part of customers team located within Microsoft to be able to utilize the most valuable information and service to customer at any time during implementation and when in production mode.

The Technical Support Account Manager is working as part of customers team located within Microsoft to be able to utilize the most valuable information and service to customer at any time during implementation and when in production mode.

Deliverables

Engaged in all phases

Short Term ConsultingServices

Advanced Product Support ServicesAdvanced Product Support Services

Short Term ConsultingServices

Advanced Product Support ServicesServices & Tools:

• Less Than 40 hour engagements• Typically Delivered Remotely• Dedicated Team Engagement

Business Solutions Architecture• Evaluate customer’s Microsoft

Dynamics software solution and existing hardware, along with project objectives.

• Provide deliverable that includes recommendations and assumptions to make decisions regarding software service, hardware and other solutions necessary to meet objectives.

Software Platform Design

Technical Pre-Sales Advisory Services

Advanced Product Support Services

Sales

Sales Partner Modifications

New Implementation

Project

Partner Methodology Modifications

DiagnosticDiagnostic AnalysisAnalysis DesignDesign DevelopmentDevelopment DeploymentDeployment OperationOperation

OptimizationOptimization

UpgradeUpgrade Sales

Project OverviewProduct Architecture overviewServer RequirementsInfrastructure Design ReviewConfiguration DesignInfrastructure PlanningTechnical AssessmentsSupportability Review

Performance Optimization Review Project ManagementCustom DevelopmentSystems IntegrationOperations PlanningGo-Live Checks

High Availability/Disaster Recovery ReviewChange Management Reporting Services Performance optimizationCustomizationsClassroom TrainingProductivity-Boosting SessionsDeluxe Support

Enhancement Plan

Support

Implementation ServicesProject ManagementImplementation ConsultingCustom DevelopmentSystems IntegrationOperations PlanningGo-Live Checks

Partner’s Relationship with Customer

Implementation ServicesProject ManagementImplementation ConsultingCustom DevelopmentSystems IntegrationOperations PlanningGo-Live Checks

Risk Assessment

Short Term ConsultingServices

Tell us what you need (fill in priority & ultimate result)

Customer Service Needs

AX NAV CRM Delivery Result(need addressed)

Systems Architecture design, (Low -Med-High)

(Low -Med-High)

(Low -Med-High)

(fill in)

Performance Optimization SQL

Product Scalability Services

Migrations/Update Services

Reporting Services

Customization/Development Advice

(Suggestion 1)

(Suggestion 2)

Etc.Short Term ConsultingServices

© 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

What Is Microsoft Dynamics Sure Step?

Overview Details

Sure Step Methodology +Sure Step Tools• Sure Step Business Modeler

• Sure Step Migration Tool for Microsoft Dynamics AX

• Sure Step Rapid Configuration Tool for Microsoft Dynamics AX

• Sure Step Rapid Implementation Methodology for Microsoft Dynamics NAV

• Sure Step Data Migration Pack for Microsoft Dynamics CRM

APSS-North America

• Top Selling APSS Offerings– Professional Services Tools Library– Technical Workshops (1 - Many Delivery)

• System Architecture• Business Application & Process• ISV/Developer

– Advisory Services (1:1 Delivery/Shadow)• System Architecture• Business Application & Process• ISV/Developer

– Packaged Updates/Migrations– Reporting Services

Research

• EMEA– Customer Escalations:

• Product Scalability Services• Architecture of deployments• AX and NAV running on SQL• Lack of partner skills to address these issues.

• Defined– For larger, more complex MBS deals, TPAG delivers proactive

technical evaluations in the pre-sale cycle, comparing the proposal to industry standards and Microsoft best practices to determine technical product fit and to help manage risk.

• Target Audience: Partner channel and MSFT field

• Products Included: the Microsoft Dynamics suite (+MS RMS)

• Regions: all

• Escalation prevention - Life-to-date, no technical escalations have stemmed from the deals TPAG has delivered an evaluation for.

Help Partners shorten their Sales Cycle

Help Partners proactively manage risk

Leverage technical expertise earlier

Technical Presales Advisory Group (TPAG)

Service Challenges Feedback• Customer escalations due to poor quality implementations.• Complexity of our products are continuing to require service offerings to

support the architecture of Dynamics Solutions– An example of a request is the above need for TPAG type services

• We’re continuing to see trends in our customer escalations that point to poor quality implementations – due to lack of Partner and MCS skills or – capacity to perform business system architecture services to customers.

• MBS needs to improve our ability to manage risk.• Lack of methodologies, tools, and services (Technical and project

management skills to perform these tasks).• No Global offering• We need a more scalable model and a better way to increase the skills to

deliver these services (We have limited resources to deliver these today.)• Deluxe Support customers are requesting these services• Some of the APSS services available in NA are essential to our ability to

ensure high customer satisfaction as we launch Deluxe in the other regions.• Customers are requiring more preventative services.