Driving Sustained Growth in Industrial Equipment ManufacturingSolutions for Profitable Innovation, Cost Reduction, and Service Excellence

•Name•Title

•Company

IEM Market Challenges Worldwide

Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,

October 2009

Complexity Changing Workforce Innovation

Revenues and Profit

After-MarketService

Collaboration

Emerging Economies

Primary Business Challenges

Profitable Innovation

Service Excellence

CostReduction

Complex supply and distribution channels

Service and maintenance efficiency

Insight into services costs and profitability over long product life

cycle

Customer and partner satisfaction and loyalty

Efficient and consistent sales

and service operations

Changing workforce

Collaboration between sales and

engineering

Centralized pricing, configuration, and

component information

Accurate, timely sales quotes

Sustained brand equity

“IEM purchases are capital-intensive, and the ownership life cycle is longer than with many other types of products. Keeping customers satisfied throughout that extended life cycle is critical to achieving brand loyalty—because devoted customers bring with them an ongoing revenue stream for parts, service, and additional products.”

―Joe Barkai, Practice Director, Product Lifecycle Strategies,

IDC Manufacturing Insights

Comprehensive Customer Knowledge Bolsters Loyalty

Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,

October 2009

Microsoft Dynamics® CRM Helps Drive Stronger Return on Relationships

“With discerning customers and increased pressure from low-cost competitors, industrial equipment and machinery manufacturers must focus on profitable innovation and deep customer knowledge throughout the value chain. To drive true product differentiation, innovation must stem from strong collaboration between Engineering, Sales, and Marketing.”

―Joe Barkai, Practice Director, Product Lifecycle Strategies,

IDC Manufacturing Insights

Profitable Innovation Requires Strong Collaboration

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,

October 2009

Challenge: Profitable Innovation

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Support better collaboration between sales and engineering.

Improve communications and collaboration across complex supply and distribution channels.

Connect people to information with secure, centralized access.

Reduce the risks of a changing workforce.

Microsoft Solutions Help Drive Profitable Innovation

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Improve collaboration and speed to market

Speed time to

market with visibility

Improve communication

with integrated

systems

Connect your people and systems

Efficiently manage a growing

number of relationships

Collaborate globally on new and existing designs

HVAC Manufacturer Improves Collaboration, Innovation

Challenge

ResultsSolution

”We found that Microsoft Dynamics® CRM Online would support our internal business processes and support the business processes of our external sales representatives…. Distributors, contractors, and even homeowners can enter data.”

Unico’s sales process involves several different companies, and Unico lacked visibility into how and where sales representatives were selling its products, as well as into the status of fulfilling the order across the value chain (suppliers, manufacturing floor, distributor, customer).

Microsoft Dynamics®

CRM, installed and customized by a Microsoft Certified Partner, provided the company a more complete view of its sales processes with more accurate, up-to-date information from sales representatives, distributors, contractors, and customers.

• Improved collaboration

• Increased stakeholder participation

• Reduced costs • Better-targeted

marketing

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

“Industrial equipment manufacturers are under similar capital constraints as their customers. As such, the revenue growth they pursue must represent profitable growth. The cost of sales must be minimized by having streamlined processes and good visibility to performance information.”

―Joe Barkai, Practice Director, Product Lifecycle Strategies,

IDC Manufacturing Insights

Reducing Costs of Sales Is Vital to Profitable Growth

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,

October 2009

Challenge: Cost Reduction

Improve sales quote speed and accuracy.

Centralize pricing, configuration, and component information.

Achieve efficient and consistent sales and service operations.

Connect systems, driving adoption of new processes/tools.

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Microsoft Solutions Help Reduce Cost of SalesImprove sales/service operations and

gain visibility into customer information

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Use automatic configurations

based on actuals and

real-time data

Share new and existing specs and

requirements

Accelerate quote

process and sales

cycle

Centralize customer, supplier,

and distributor

records

Provide real-time data to

suppliers, sourcers,

and production

Forklift Manufacturer Reduces Sales andService Costs

Challenge

ResultsSolution

“Previously we spent much of our time fixing bugs and managing ad-hoc requests. Using xRM [in Microsoft Dynamics® CRM] has reduced our development costs by 60 percent.”

MCFE sought to improve its configuration application. MCFE also had a dealer-facing configuration system, but found it unstable and difficult to manage. In addition, its IT team spent valuable time on implementing individual requests.

MCFE used Microsoft Dynamics® CRM and deployed dealer-facing portals to streamline configuration and other processes, reducing the time, costs, and inaccuracies of previous systems and processes. And IT reduced time spent on customizations from 35 to 10 days.

• Increased employee productivity

• Reduced customization time—50 percent

• Reduced development costs—60 percent

• Shortened order processing time

• Realized high user adoption due to ease

of usePROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

“In an industry where equipment uptime and productivity are paramount, top-notch service is expected (and demanded) as a way for equipment owners to maintain productivity levels and reduce cost of ownership.”

―Joe Barkai, Practice Director, Product Lifecycle Strategies,

IDC Manufacturing Insights

Industrial Equipment Customers Demand Service Excellence

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Source: IDC Manufacturing Insights white paper sponsored by Microsoft Dynamics CRM: Customer Relationship Excellence: How Industrial Equipment Manufacturers Can Grow and Protect Customer Loyalty Every Step of the Way, Joe Barkai,

October 2009

Challenge: Service ExcellenceStrengthen customer and partner loyalty.

Improve service offerings and efficiency.

Gain insight into service costs and profitability.

Ensure the quality and maintenance of equipment in the field.

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Microsoft Solutions Help Drive Service Excellence

Build customer and partner loyalty

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Differentiate your brand

with exceptional

service

Ensure regular

maintenance and prompt

service on equipment

Identify and

prioritize your most profitable customers

Improve customer

and partner satisfaction

with low-cost self service

Speed service on

maintenance and

repairs in the field

with mobile access

Challenge

ResultsSolution

Forklift Manufacturer Improves Customer Service

”We have been able to reduce the amount of time we spend on service calls by an average of 80 percent per call…. Due to Microsoft Dynamics®

CRM, we are able to hold on to this high efficiency service level.”

MCFE had no system for managing service calls from dealers. Calls, e-mails, and faxes were received in several locations, and each customer service center used its own methods for resolving and tracking issues.

MCFE selected Microsoft Dynamics® CRM to track all customer service requests and resolutions.

• Created a knowledge base for managing customer service

• Improved customer service effectiveness

PROFITABLE INNOVATION

COSTREDUCTION

SERVICE EXCELLENCE

Business Benefits

Deliver service excellence to drive loyalty

Drive profitable innovation with

better collaboration

Improve sales process efficiency and reduce costs

Build and maintain brand equity

Reduce IT costs with a flexible platform

Align your existing business and technology architecture

Technology Benefits

Scalable technology that “future proofs” your investment

Existing infrastructure investment helps you optimize what you

have

Flexible deployment options let you choose on-demand

or on-premises

Consolidation of

different systems

across your enterprise

Higher user adoption

and reduced IT risk and overhead

Business Process and Intelligence + CRM

Make the right information available throughout the business process with

easy access to role-specific BI.

Communication + Collaboration• Keep coworkers, partners, and customers in sync.

• Provide collaborative workspaces.• Unify communications.

Aspire to Flawless Sales Executionwith Microsoft Solutions

Manageability and SecurityMake it easy to manage and deploy around the globe.

Office Business PlatformMake it simple to provide rich client and Web-based business applications.

Enterprise Content Management + CRM

• Author, manage, and organize complex content.• Provide customer and partner extranets.• Implement enterprise-wide search.

Improve Productivity with Microsoft Dynamics® CRM