hitachi solutions ecommerce integration with dynamics crm 2013

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Dynamics CRM &Hitachi Solutions Ecommerce


Contents

1. Feature Overview

2. Map Manager Panel and Dynamics CRM for users and Dynamics CRM connection

3. Manager Panel as Dynamics CRM sales module

4. Dynamics CRM marketing module

5. Dynamics CRM services module

6. Navigate to Manager Panel via Dynamics CRM dashboard

7. Real-time integrations

8. Integration workflow

2


Feature overview

• Automated Sign On to Manager Panel - CSRs sign in automatically from Dynamics CRM to the Manager Panel

thereby allowing the Manager Panel to be accessed entirely from within Dynamics CRM via a single sign on.

Allow merchants to leverage the existing call center/CSR team to service web store customers as well.

• Real time integrations - Real-time integrations, between Dynamics CRM and the Manager Panel. Bidirectional

flow for accounts/contacts, their addresses and sales orders. Catalog, invoices and price list integrations from

Dynamics CRM to Manager Panel. This offers a end-to-end solution that integrates and synchronizes data and

sales orders.

• Unified environment for customer facing systems - Dynamics CRM provides a unified view for various

Manager Panel Pages under its different modules- Sales/ Marketing/ Services/ Settings, thereby offering

synergies across entire Sales & Services efforts by merchants. Fast, flexible and affordable solution that helps

increase sales through faster deliveries.


The CRM Manager creates a new user with ‘System Administrator’ rights that allow the user to access all menus in Dynamics CRM and conduct all essential operations such as creating accounts/contacts, placing orders, creating invoices etc. A new user corresponding to the user created in Dynamics CRM should be created in the Manager Panel. This user would act as the super administrator and all roles are assigned to him. This gives him access to all menus and operations in the Manager Panel. Map this user with Dynamics CRM via the ‘CRM Sales Rep Id’ field.

Create user in Dynamics CRM


Connect your company to Dynamics CRM. These connections enable seamless flow of information between Manager Panel and CRM solution. Only one connection can be active at a particular point. This allows you to connect the system to your TEST CRM Instance – once successfully tested; you can switch the connection to have the data flow into your PRODUCTION CRM Instance. Create connection properties that apply while integrating various entities between Microsoft Dynamics CRM and Manager Panel. Once you have defined Dynamics CRM server name , user name and the password, you can setup customer connections like default password, customer class assigned while integrating accounts/contacts from Dynamics CRM to Manager Panel. Also define mapping XML for catalog integration to happen successfully.

Create Dynamics CRM connection


Microsoft Dynamics account and contact ‘List’ ribbon has been enhanced to create new sales order or quote for the selected account/contact. Similarly quick order lists can be created for a selected account. Quick Order Lists are item code and quantity uploaded from an excel to the system. All customer related configurations can be done via customer configuration menu. Rewards menu and pricing menu allows reward program and pricing to be configured.Clicking on any of these links initiates automated sign on to Manager Panel and allows necessary updates.

Dynamics CRM account/contact “List” Ribbon


Microsoft Dynamics account and contact ‘Detail’ ribbon has been enhanced to create new sales order or quote for the selected account/contact. Similarly clicking on customer, allows you to view customer details in the Manager Panel with the ability to create a new customer as well.Clicking on any of these links initiates automated sign on to the Manager Panel and allows necessary updates.

Dynamics CRM account/contact “Detail” Ribbon


Dynamics CRM orders / quotes ‘List’ ribbon has been enhanced to allow creation of new order or quote using the Manager Panel whenever you click on ‘new’ / ‘edit’ button within Dynamics CRM. Edit Menu in Dynamics CRM would launch the Manager Panel order/quote for editing purposes. View orders/ quotes allows to view orders/ quotes at different stages of the work flow. Configure menu allows CRM users to launch various Manager Panel screens for setting up payment gateways, shipping , taxes, zero touch fulfilment and order/ quote entry setup.

Dynamics CRM order/ quote “List” Ribbon


Dynamics CRM orders /quotes ‘Detail’ ribbon has been enhanced to allow editing of order or quote using the Manager Panel whenever you click on the ‘edit’ button within Dynamics CRM. Edit menu in Dynamics CRM would launch the Manager Panel order/quote for editing purposes.

Dynamics CRM order/ quote “Detail” Ribbon


Dynamics CRM orders/quotes “Detail” ribbon has been enhanced to allow managing catalog and its configurations , importing it and maintaining various web store widgets like best sellers, qualifiers, comparison and inventory display in the Manager Panel. The Manager Panel Gateway URL is configured through the Catalog Configuration Gateway URL menu.

Dynamics CRM product “List” Ribbon


Dynamics CRM campaigns ‘List’ ribbon has been enhanced to setup email marketing via Active Campaign from the Manager Panel. A similar navigation has also been added under Sales Quick campaigns platform. You can seamlessly create beautiful and engaging email campaigns, send them to your segmented subscribers, and see what interactions and reactions occur in real time! Email marketing remains one of the best marketing options for positive returns on your investment.

Dynamics CRM Campaigns “List” Ribbon


Dynamics CRM queues ‘List’ ribbon has been embedded with integration and Ecommerce logs. Clicking on these links leads to the respective Manager Panel pages, showcasing the logs.Dynamics CRM cases ‘List’ ribbon has been enhanced with return program and return reason codes. Clicking on these links leads to respective Manager Panel pages, allowing to configure return program.

Dynamics CRM Queues and Cases “List” Ribbon


Dynamics CRM has been embedded with a “Home” menu that opens the Manager Panel sitemap and hence allows navigating to all menus in the Manager Panel.

Dynamics CRM “Home” menu


Dynamics CRM provides the option to enable various plugins for account/contact, their addresses, catalog, invoice and price list integrations. These plugins determine if various integrations would be enabled between Dynamics CRM and the Manager Panel. Apart from these sales orders/quotes always flow from Dynamics CRM to the Manager Panel and vice versa.

Enabling various integrations


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Customer logins through the web store or the CSR creates a new

customer in the Manager Panel

The customer information is

reflected in Dynamics CRM.

Contact/ account integration runs

real-time

Catalog items are reflected in

the Manager panel

Catalog integration runs real-time

CRM Manager creates catalog

items in Dynamics CRM

The CRM Manager creates

multiple price lists

The price list is reflected in the

Manager Panel with the catalog items

included

Price list integration runs real-time

The sales order is reflected in

Dynamics CRM and the CRM Manager can

edit it if required.

The customer places an order through the web store, or the CSR places an

order/ quote for him via the Manager

Panel

Sales order integration runs real

time

The CRM Manager generates

invoice for the sales order

Invoice integration runs real-time

Integrated Invoice is reflected in the

Manager Panel. The customer can also

see the invoice in his account on the web

store.

Customer address is

updated via the web store or by the CSR via the Manager Panel

Address integration runs real-time

The customer’s address is updated in

Dynamics CRM.

Items present in the catalog are added to each price list

and varied prices assigned at SKU level

The customer sees prices upon login to web store based upon price list assigned to him

CRM Manager marks the sales

order as ‘fulfilled’

Order status integration runs real

time

The sales order is marked ‘shipped’.

Settlement request for online payments

is added

Either account or contact can be configuredto map with Manager Panel customer

at any given time

The CRM manager creates a new account/

contact in Dynamics CRM

The account/ contact is

reflected in the Manager Panel

CRM Manager updates the address in

Dynamics CRM

The updated address flows

into the Manager Panel

CRM Manager places an order

via Dynamics CRM using the

embedded Manager Panel

The sales order is reflected in the Manager

Panel and CSR can edit it


Accounts/contacts are integrated real time from Dynamics CRM to Manager Panel and vice versa. The default password as setup during connection configuration is assigned to account or a contact while integrating to Dynamics CRM. To ensure password security, CSR’s can always turn on the ‘force password change’ feature in Manager Panel. As CRM contacts do not have a customer id field that can be mapped to the Manager Panel directly during integrations, fields such as ‘home phone’ is instead used for the purpose. The mapping for the same, can be done while configuring the Manager Panel gateway URL in Dynamics CRM. Either ‘account’ or a ‘contact’ can be configured to map with Manager Panel customers. The default installation has the ‘account’ entity selected, but there is an option to change it to ‘contact’ if the business demands it.

Real-time account/contact integration


Real-time address integration

A contact or account’s addresses are also integrated real-time from Dynamics CRM into the Manager Panel and vice versa. Whenever a CRM Manager edits or adds new addresses to an account or contact, it is reflected in the customer’s profile in the Manager Panel. In similar way, address update/addition on web store is reflected real time in Dynamics CRM.


Price Lists are assigned to the customer classes in the Manager Panel, providing an easy way to organize pricing. Microsoft Dynamics CRM allows price list integration to the Manager Panel and hence, assign varied SKU prices for different customer classes. These variations in price are updated in the Manager Panel during integration and can be viewed at the SKU level.

Price List Integration from Dynamics CRM to the Manager Panel


Real-time sales order and quote integration

The sales order or quote created using the embedded Manager Panel reflects real time in Dynamics CRM and vice versa. All line items added, tax computations and discounts are also reflected real-time providing a unified system for end customers.


When an invoice for a sales order is created in Microsoft Dynamics CRM, the Manager Panel is updated with the same, and it can be authorized and the payment processed through the Manager Panel once the order is shipped..

Invoice integration


Order status integration marks the relevant orders in the Manager Panel as ‘Shipped’ . These integrations are triggered in CRM on click of ‘fulfil order’ and can be performed before or after the invoice is created for the sales order. These integrations also add a settlement request for online payments. For non CC orders, the Manager Panel offers a feature to capture payments after an invoice has been raised, and these can be captured via credit card or by offline mechanisms such as check..

Order status integration


Catalogs integrate real-time from Dynamics CRM into the Manager Panel. As Dynamics CRM does not support categorization and HTML templates a default category and default template has been set in the catalog mapping XML file for this purpose. Additional product details such as product images, meta attributes, product descriptions etc. that are not supported by Dynamics CRM can be added by providing these values in CSV file and importing it to Manager Panel using catalog import.

Real-time catalog integration Custom fields in Dynamics CRMTo create a Product and SKU a new custom field, ‘Parent Product’, has been created in Microsoft Dynamics CRM which provides the ability to select a parent product under which an item should be added. All children products are created as SKUs within a single parent product. All products that do not have a parent relationship are created both as a Product and SKU in the Manager Panel. Another custom field ‘available on web store’ allows the CRM Manager to determine whether or not the product will be displayed on the web store after successful integration.

Catalog integration


Export selected/ export visible pages’ options have been added in Dynamics CRM for account/ contact entity, sales orders/ quotes, catalog product data and price list integrations and are visible if respective plugins are enabled. These options allow to sync data from Dynamics CRM to the Manager Panel manually and are useful in scenarios such as, when merchants have been using Dynamics CRM as data master and opted for Manager Panel recently and hence want to push existing CRM data to the Manager Panel.

Export all/ Export selected


Thank You.

hitachi solutions ecommerce integration with dynamics crm 2013

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