for IT to get a vacationIt’s Hard

the reality is that the backlog never gets completeIT Dreamin’

Backlog

cultures that won’t wait for IT to get caught upIntrapreneurial

Steve Jackman (Sales)Using an ACT! Database to track

his deals.

Lisa Longfield (Marketing)Building an Access DB to

track orders

Brian Goosmere (HR)Using a 12 year old FORTRAN

Database to recruit new employees

Steve Blankenhiemer (Enrollment)Using a fax machine and Excel

spreadsheet to enroll employees into benefits packages

Rob Johnson (Sales)Tracking contacts in

Outlook

islands of data that don’t talk to each other and operate as silos

Creating

with islands of dataThe Challenge

30 Different Customer Applications = 30 different groups of developers, with application-specific:

Data ModelArchitectureSecurityAccess ModelsProcessesHard-coded / Spaghetti Code (from multiple devs)User InterfacesBusiness IP

challenge lives onThe Organizational

Limited Budget & Resources

Option of building customer applications or buying packaged applications (both have big negatives in cost, time and scope)

Supporting hundreds of legacy applications

Trying to support all the change requests coming from the business

Lack of ability to be responsive to the business due to limitations to quickly change custom software

Protect not Enable

Difficult to deliver quick wins and rapid business success

IT GroupRapid Innovation is a Key MandateBusiness ProcessBusiness ProductivityImplement Global Innovation

Waiting for IT to Deliver Requested Applications

Business Builds Shadow Applications to Survive

Poor Productivity due to many different user interfaces and tools

Lack of Intelligence or Insight

Takes too long to make business policy and process changes due to application IT Limitations

Business Group

introducing xRMUntil Now

any relationship scenarioxRM Enables

Organizations Business Processes Relationships

Interactions & ActivitiesDepartments/

Groups“anything” (x) Relationship Management

Task, Maintenance & Recruiting Automation

People - Dealers, vendors, employees...)

Places - Properties, locations, real-estate...)

Things - Assets, animals, displays, franchise...)

a better way to accelerate application developmentBridging the Gap

DevelopmentTools

Build

DevelopmentFrameworks

ApplicationPlatform

Packaged Applications

Buy

Rapidly innovateand grow your business

Lower Total Cost of Ownership

(TCO)

toward application platformsThe Shift

Organizations are converging what were oncedisparate, standalone applications and systems

into an integrated, unified applicationplatform.

Approximately 75 percent of IT leadersacross 412 companies in North America,Europe, Asia Pacific, and Latin America

anticipate a shift toward applicationplatforms

Yes, but no plan is in place - 35%

Yes, it’s currently under way - 41%

No - 24%

Transitioning to Relationship-oriented ApplicationsCRM to xRM

CRM xRMC = Customer x = Any Relationship

Marketing, Sales &Customer Service Teams

Used by

To Manage

Automates

Tracks

Provides

“Any” team

Customer Relationships “Any” Relationship

Marketing, Sales &Service Business Process

“Any” Relevant BusinessProcess

Interactions, Activities, Tasks, and 360 History

Interactions, Activities, Tasks & 360 History of “x”

Customer-centric Analytics “x” -centric Analytics

defining success for xRMKey Drivers

60% of CEOs believe their organizations need to introduce fundamental/radical changes in the next 2 years

“Products and services can be copied. Our business processes and our business models are our differentiators.”

Business process innovation as key competitive advantage

Business productivity innovation is needed now more than ever

Flexibility to rapidly implement global innovation is a key enabler

using xRM as a platformDevelopment Cycles

TraditionalDevelopment

ApplicationFoundation

Business ProcessCoding40%

60%

Go Live

xRMDevelopment

Business ProcessConfiguration & Customization

ApplicationFoundation

25%

10%

Go Live

CompetitiveAdvantage

vs.

buy and build are both unbalancedToo Many Trade-Offs

Faster

Slower

Lower

Higher

Build(Custom Applications)

Buy(Packaged

Applications)

Tim

e to

Del

iver Business Fit

Scope of Available Applications

Faster Delivery TimeLower Change to BusinessNarrow Scope of Available Applications (Buy Multiple)

Broadest Scope of PossibilitiesSlower delivery TimesHigher Potential Business FitResource/Time IntensiveDifficult to Deliver and complete

get speed, fit and business agility at a lower costThe Best of Buy & Build

Delivery Speed

BusinessFit

Time to Value

BusinessAgility

xRMBuyBuild

IT & Business SuccessxRM Enables

xRM Platform

Drive Develop Deliver Demonstrateefficient & effective IT

flexible business applications

rapid innovation & agility

business success

Differentiated IT

Enable & Empower

Define & Prioritize

Business GroupIT Group

differentiatorsxRM

Accelerates Power of Choice Flexibility Usability Ecosystem Leverage

development & consolidation of LOB applications

through public cloud and private cloud options

to fit people, business, environment and budget

through familiar Microsoft Office/Outlook interfaces

of partners and partner solutions deliver relevant value

your existing/future Microsoft technology investments

IT now has a platform to fight the backlogBring It

Rapid Innovation is a Key MandateBusiness ProcessBusiness ProductivityImplement Global Innovation

Waiting for IT to Deliver Requested Applications

Business Builds Shadow Applications to Survive

Poor Productivity due to many different user interfaces and tools

Lack of Intelligence or Insight

Takes too long to make business policy and process changes due to application IT Limitations

Microsoft technologiesThe Familiar Core

xRM works like and with familiar Microsoft technologies

Intuitive user tools increase user adoption & productivity

xRM FoundationalTechnologies

Standard tools optimizes IT resources & infrastructure

architecture overviewxRM

User Experience Services

Integration Services

Service-Oriented Architecture

Extensibility Services

Business Logic Services

Metadata Services

Database Services

Analytics Services

Microsoft Office/Outlook

Online/Offline

Mobile/Portal/Custom

Custom User Features

Enterprise Mashups/Composite Applications

Embedded User Interfaces/Frames

Business Logic/Process Orchestration

Data & Metadata APIs

Prebuilt Connectors

Visual Studio .NET Assemblies

Client-side Jscript ASP.NET Custom Forms

Customer Workflow Actions

Event Framework/Dynamic Code Plug-ins

Server SDKOffline SDK

Multi-tenancyMulti-lingual

Multi-currency

Enterprise-class scalability & performance

Platform Management Tools

DeveloperTools

Granular role-based security

Business Process Modeling

Windows Workflow

Foundation

Application Definition

Portable Application

Model

Release & Upgrade

Management

Declarative Data Modeling

Referential Integrity/

Relationship

Dynamic Ripple Effect

DashboardsKPIs

Reporting/OLAP

Data Mining/ Predictive

build your applications with nothing but a mousePoint & Click

Powerful and intuitive point & click allows organizations to rapidly build entire applications

For technical and non-technical usersEnables lightning fast deploymentsand agile iterative design andfeedback

Completely define each uniqueapplication through point & click

Less developers focused on buildinginfrastructure

simple declarative modelingData Modeling Services

Schema modeling and metadatadefinition accelerates creation

Every application is defined in metadata vs. incode

Export application definition and import intoother servers

Metadata architecture simplifies upgrades

Publish changes on the fly

Applications built on XRM will inherit newcapabilities as platform evolves

consistent user experiences across multiple LOB applicationsUser Experience

Decrease training time andincrease user adoption with aconsistent user experience

Use the user experience that fits your users thebest

Consistent navigation and tools across allapplications

Productivity tools are optimized for users

Consistent user experience, even in offlinemode (data, reports, workflow, custom)

granular security model for role-based access and controlsSecurity Services

Simplify user administration withrole-based access controls anddata security logic

Rapidly add multiple users directly from ActiveDirectory

Create role profiles and assign appropriatesecurity access

Export and use security roles across allenvironments (Dev, Test, Staging, Production)

Control operations on all relevant customentities

ensure data and insight consistency across all LOB applicationsAnalytical Services

Empower every day users with easyreporting, visual insight andactionable analytics

Combine analytics with workflow for actionableintelligence

Minimize costs by leveraging existing Microsofttechnology investments

Deliver business insight through familiarproductivity tools

Bring analytics to the masses

automate and orchestrate line-of-business processesProcess Automation

Reduce costs and increase userproductivity through optimizedprocesses and procedures

Configure process models the way it fits yourbusiness

Capture and operationalize process bestpractices

Measure and improve business processes

Wizard makes it easy for end-users to create personal workflow

empowers IT to support many different business requirementsExtensibility

Rapidly and deeply createextensions to fit the unique needsof every application

Extension points throughout architecture

Leverages common development tools andresources

Enables reusability

Simplifies adding features through registrationtool and ensures upgradeability

user experiencesExtensible

xRM Works How the User Works

rapidly innovate with a wide range of integration capabilitiesIntegration

EnterpriseMashups

BusinessLogic

DataIntegration

ProcessIntegration

User Experience Related

Leveraged Logic from other apps

Data needs to be synched

Process flows across applications

Composite ApplicationsIntegrated UILow Costs & MaintenanceEmbedded

Dynamically Generated Web-ServicesCall outs with ParametersGet Results Back

“Traditional” ApproachFully Operational APIs (CRUD)Data APIMetadata API

Full Blown IntegrationPre-built Connections with Integration Platforms (BizTalk)

support broad set of global business application needsArchitecture

Multi-tenant ArchitectureSupports multiple isolated applications(database instances) in a single platformAdministration across apps

Multi-language40+ available languagesRight to left and Unicode

Multi-currencyBase currency for roll-upTransactional currencies

Work Departments

Work Teams

Organization Wide

Corporate Divisions

enterprise-class capabilities for scale and performance Enterprise

Leverage Microsoft technologies tomeet XRM scale, availability andperformance requirements

Leverage Windows and SQL Server platformoptimizations

Scale up and out across application and datatiers

24,000 Concurrent UsersSub-second response times1 million web requests / hour1 billion rows in database

ActualBenchmark

streamline LOB application administration with xRMPlatform Management

Reduce administrative costs withtools that streamline and simplifyoperations

Integrates with Microsoft tools andheterogeneous environments

Full application portability streamlines ‘devtest-staging-production’ release

Backwards compatibility

Keep all XRM applications up and running fromone place

Data management

combined strengths cover broad business needsSharepoint & xRM

xRM

Unstructured & Semi-structured Data

Social Engagement & Collaboration

Information Evolutions of Storage

Information Rules

EnterpriseSearch

Across Teams & Domains

Structured Relational Data

Interactions, Activities & Tasks

Info Generation & Analytics

Formalized Processes

Data Query & Filter

Within Teams & Domains

platform flexibility ensures each application build fits

xRM Apps Fit

Fits Your People

Fits Your Business

Fits Your Environment

is one-to-many & many-to-onexRM Promise

One Application for Many CustomersAccelerate Go-to-Market SolutionsReusable IP with Power of Choice deliveryLeverage future platform investmentsDozens of applications

Many Applications for One CustomerSupports Many InitiativesAccelerate Business SuccessDeeper Customer RelationshipsExpand Across Business Units

xRM

xRM

xRM

xRM

xRM

xRM

many applicationsOne Platform

Vendor Management - Certification process, purchasing process, compliance process…Employee Management - New employee process, benefits enrollment process…Relationship Management - Manage customer relationships and processMarketing Management - Marketing process, lead generation, demand creation, metrics...Prospect Management - Resume submission process, screening and scheduling processes…IT Project Management - RFP process, new project kick-off process, status update process…Benefit Enrollment Management - Lifecycle process, group enrollment...Grant Management - RFG process, proposal evaluation process, grant tracking process…Agency/Broker Management - Lead management, enrollment processing, business intelligence...Pharmaceutical Program Enrollment Management - Enrollee signup and tracking, benefits coordination...Formulary Program Management - Integration of field reporting with formulary updating, profitability analysis...Value Health/Wellness Promotion Management - Portal management, customization of services to individual level...

for a well deserved vacation It’s Time

xRM = x Relationship Management / any Relationship Management A Video

press play

TopLine StrategiesTopLine Strategies delivers the complete integration and development of innovative sales and marketing technologies that enable corporations and institutions to improve revenue streams and strengthen customer interactions.

We apply the deep experience of our team and disciplined project management practices to ensure timely and successful delivery of technologies that drive topline results.

Core Practices:• Relationship Management• Marketing Technologies• Business Intelligence• Health Insurance Customer Enrollment • Web Application Development• Mobile Application Development

Comprehensive Lifecycle Approach:• Consulting• Software Selection• Application Design & Engineering • Data Warehousing • Systems Integration• Technology Staffing

You can learn more at www.toplinestrategies.com

Key Partnerships:

for a well deserved vacation Next Steps

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Visit www.toplinestrategies.com Call (480) 503.8584

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