Redspire are excited to announce a year long partnership with Microsoft MVP and award-winning Dynamics 365 consultant Neil Parkhurst. Our Gold Partner agency will collaborate with the D365UG Global All-Star on an internal best practice programme that provides bespoke training and development for new recruits, front line project delivery and an open market events and webinar series designed to upskill developers, analysts and architects across the sector.

With over thirty years plus experience in IT, Parkhurst is a highly regarded leader in Dynamics, Unified Service Desk, Field Service and Project Service Automation. Boasting an extensive client roster, a popular YouTube channel and a series of sector awards, his contribution to the Dynamics space extends globally. NeilParkhurst.com – a free resource dedicated to supporting and upskilling students and professionals working towards Dynamics accreditation – has accrued over 1.7 million hits since launch in 2016, achieving double digit growth year on year, and gaining notoriety within the IT sector as one of the most valued digital resources available.

The collaboration will also extend the reach of Redspire’s on-going commitment to The Microsoft Pledge, which they signed in August 2019, a promise to help create a strong digital talent pool entering the sector and prevent skills shortages.

Second phase plans intend to take the Redspire and Parkhurst partnership from the workplace to the classroom, in a bid to help Scotland’s students and businesses prepare for the challenges of the Fourth Industrial Revolution and reduce skills gaps in IT graduates entering the workplace.

Redspire’s Services Director Steven Brown says: “Like Neil, Redspire is driven by delivering organisational business change to our clients, alongside building the best IT talent in the sector. Collaborating with Neil in the coming twelve months support our key business goals for the year ahead and will allow us to achieve ambitious growth plans in terms of talent acquisition and project delivery.”

Parkhurst says: “There’s real synergy between Redspire’s commercial goals and mine and I’m pleased to be partnering with them in this year ahead.”

Redspire is a CRM Consultancy, specialising exclusively in Dynamics 365. As a Microsoft Gold Partner, we help UK businesses solve organisational challenges and help our clients achieve long term strategic goals, via bespoke CRM solutions that revolutionise how they do business.

As part of the Microsoft account managed teams, Redspire work collaboratively to drive digital transformation, improve processes and help businesses understand and engage with teams, customers, clients, citizens and members like never before. With particularly strong capabilities in Financial Services, Government and the Media, our client base includes the Money Advice Service (now trading as the Money and Pensions Service), Clydesdale and Yorkshire Banking Group (CYBG), Golden Charter, Skills Development Scotland (SDS) and GroupM.

As we edge closer to the beginning of the new financial year, it signals the latest bi-annual update from Microsoft on the April 2019 release features for Dynamics 365 and Power Platform.

The 396-page document details new and improved features across Sales, Marketing, Customer Service, Portal, Field Service, Project Service Automation, Finance and Operations, Microsoft’s continual investment in developing the AI capabilities within the platform and perfecting the user experience that it ultimately delivers.

The first thing to note is the introduction of the new Dynamics 365 AI for Customer Service platform. The new release joins an already established suite of artificial intelligence applications designed to streamline process efficiency and provide a solid foundation to build the perfect experience strategy. Additionally, AI for Sales is being expanded to feature new predictive forecasting and a wider variety of call intelligence capabilities.

AI for Market Insights updates and correlates search data with analytics and data mined from social media integration. The new AI for Customer Insights key offering provides a very on-brand “single-view” dashboard for statistical data and shared analytics across both human and virtual interaction agents.

The technical advancements being introduced to further enhance the powerhouse that is the Dynamics 365 for Sales module comes with a real focus on collaboration, particularly in integrating with the Microsoft Teams platform. An enhanced focus on integrating LinkedIn data and technology, allows sales reps or relationship managers to view profile information with no additional configuration and subscription required. One of the most important features being a new alert/update functionality which will allow sales and relationship managers to keep up to date on any role/company change to their key contacts within the opportunities section.

New live chat and SMS options will be available as additional support channels for direct engagement and management throughout each stage of the customer journey on Dynamics 365. This is further bolstered by a crisp new Unified Interface, that allows multi session capabilities and slick switching between sessions, screen notifications, knowledge articles, preconfigured quick replies and transfer conversation that improve the flow of the experience on the customers end.

Microsoft have continued their development of the Dynamics 365 for Marketing platform with a host of further enhancements to better combine the tools available with the power of Microsoft technology. One of the key investments from the April release is the development of actionable intelligence which allows for better delivery, building of optimised target segments and supports the effective communication strategy. The solution will continue to be integrated and extended to deliver projects more efficiently and support vertical scenarios. New APIs will better enable journeys to be linked with internal business processes and create target segments programmatically. The configurable Relationship Assistant will be a huge boost to both sales and marketing functions in determining and evaluating how best to progress with a communication strategy.

With the update comes new Power Platform capabilities which combine Microsoft Flow, Power BI and Common Data Service for apps into a true world-leading suite of tools which allow an easy and powerful collaborative integration into Dynamics 365 and Office 365. There is also a huge emphasis on improvements to the usability for data and business analysts, empowering them to build higher-quality reports, apps and workflows more easily whilst still supporting the advanced demands of enterprise and administrator requirements.

Choosing the right Dynamics Partner

Choosing the right Microsoft Dynamics partner for your customer experience project is an essential part of success. It’s vital that you select a partner experienced within your sector, who understand the nuances and challenges of your business and who has references and success models within your industry. From pre-sales scoping and needs analysis to, project and process mapping and build… all the way through to implementation and beyond, a strong partner is the primary key to success.

Redspire have particularly strong capabilities in Financial Services, FMCG, Government and Third Sector and have worked on the biggest operational challenges facing these industries today. From Small Business Banking improvements at CYBG, client and stakeholder engagement at Money Advice Service and operations and field service at Golden Charter, our expertise in Dynamics 365 and the wider Microsoft ecosystem help our clients achieve operational excellence and project delivery that improves bottom lines.

Read more about Microsoft Dynamics 365 now, or watch our ‘Why Dynamics 365’ webinar to find out more.

For Microsoft Dynamics Partners and clients who are keen to access the newest Dynamics V10 upgrade features but are unable to find out how to “switch it on,” help is at hand with our 7-step guide.

Below, Redspire’s Technical Director Rick Lyle will demonstrate how to find the switch and apply it to one of your sandboxes. Always test out your upgrades in a sandbox and not your production instance!

Step 1

First of all, go to the new Power Platform Admin Centre. This area is still in preview but that’s where the switch is.

To get there you can either:

  • Navigate to the Dynamics 365 Admin Centre (https://port.crm11.dynamics.com/G/Instances/InstancePicker.aspx, the “11” part is our instances in the UK, if your instance isn’t housed in the UK substitute, using your corresponding country code) and from there click on the banner that says: “There’s a better way to manage your instances. Try the new Admin center” and it’ll take you to the new centre

OR

Either way will take you to the interface below:

Step 2

Once you’ve navigated your way to the Power Platform Admin Centre, click on Environments (this is the new label for what we in the Dynamics world usually call Instances however this doesn’t become clear until you get to the relevant screen. Once you do that you’ll see the list of your Dynamics Instances as below:

Step 3

It’s easy to get a little bit lost at this stage, as it’s not the most intuitive journey.

DO NOT go to…>settings! IF you do, you’ll find lots of options that feel like they could be the right thing but end up taking you down the wrong route. Instead, click on the name of the instance that you want to upgrade to V10. It’ll take you to the screen below:

Step 4

In the Updates section, click on Manage and you’ll get the screen below:

Step 5

Make REALLY, REALLY sure you’ve selected the right instances. Be especially sure that it’s definitely not your production instance because as the warning states, this is a one-way process. Then hold your breath and click Activate Now.

Step 6

If you accidentally selected your production instance, because you didn’t heed my warning above or Microsoft’s warning next to the activate button, then there’s one last chance to save yourself!

When trying to upgrade a production instance to V10, you’ll get the popup below where you have to type in the instance name to switch. Hats off to Microsoft, they are going above and beyond to make sure no one does this accidentally and causes themselves issues.

Step 7

Still holding your breath? Don’t worry, this only takes a few seconds. As we’re now in the land of continual deployment for Dynamics, this isn’t so much an install process as a switch on process. Microsoft have already installed more or less everything in the background.

After a few seconds that’s you switched on and ready for all the great Dynamics 365 V10 goodies!

As you might have guessed, I’ve been going through this process in a trial as I’ve been documenting it. My next steps are to start exploring the new features on V10 and reporting back to you all. I’ll keep you updated with my favourite features and any issues to watch out for over the next few weeks. If you’d like them straight to your inbox, sign up for email updates from myself and the team, or follow me on LinkedIn.

Cheers,

Rick Lyle

Redspire Technical Director

Financial services leaders are encouraged to adopt the right mix of culture, people and technology in order to improve customer service quality levels – or face being left behind.

Delivering powerful customer experiences in Financial Services was tricky for senior executives, even before the dawn of new digital challengers. Disengaged customers and an industry apathetic for innovation, alongside poor differentiation on brand or product offering had created a stale sector that failed to inspire meaningful interaction, instead delivering one-sided, one-size fits all services to business and consumer customers.

The presence of agile newcomers entering the market however, has (thankfully) shaken up a slumbering sector and drawn battle lines in the sand in the bid for market share. New entrants and incumbents’ approach digitalisation at speed, as they set out to win customer loyalty and gain or retain wallet share. Great news for consumers and for the sector at large, as innovation spans all areas of the Financial Services sector. From consumer banking, commercial banking and insurance, cloud solutions and blended intelligence are shaping a market that excites. Delivering what customers need and want, when they want it, how they want it.

Challenging the challengers

As new entrants like Monzo, Starling and Tide deliver slick digital first in-app experiences, top performing incumbents like MetroBank and CYBG are leading the way in embracing digital disruption in the traditional markets too; delivering services that engage and educate with seamless cross-device experiences. Whilst it may not be the easiest of tasks innovating and reimagining services offerings, at the same time as managing risk and updating outdated legacy systems, those adapting to the new playing field are future-proofing their businesses now, and providing the levels of services that demanding consumers have come to expect in other industries.

Meeting the challenge to deliver excellent customer experiences

The first step for financial firms keen to deliver exceptional customer experiences is understanding that 360 degree customer intelligence across the business is more than a cross-departmental single customer view. It’s a shift in the way data is viewed, stored and managed.

For those ready to tackle service head on, Microsoft Dynamics is the perfect solution to deliver excellent experience in the financial sector. Built on a common data platform, Dynamics aggregates different data types and sets from all across the business, creating invaluable insights that steer amazing customer experiences. Dynamics help your people predict and anticipate customer needs intuitively, suggests next step actions and personalises service and experience. No matter whether it’s machine or human delivering it.

Blending the human factor, machine learning and artificial intelligence with the valuable data in your systems creates a unified service desk that delivers incredible customer service and memorable experiences that customers rave about. Causing loyalty, customer engagement and satisfaction to soar.

Blended intelligence fed by Microsoft Dynamics 365 combines the best of human and machine smarts, enabling businesses to deliver rich experiences at the right touch point for each consumer, at the right time, with customer-centricity the core focus.

Achieving customer excellence in Financial Services with Microsoft Dynamics 365

Microsoft Dynamics is more than a CRM, it’s a connected suite of enterprise business applications that delivers your whole business, in a one unified system. Spanning all department functions; from service, sales and marketing, talent, field service and operations, Dynamics is an end-to-end, fully integrated system that delivers incredible insights, next step actions and automated service funtionality.

Furthermore, Dynamics is the perfect foundational platform to drive digital transformation throughout an entire business, with a phased approach that negates the need for service interruption.

Choosing the right Dynamics partner

Choosing the right Microsoft Dynamics partner for your customer experience project is an essential part of success. It’s vital that you select a partner experienced within your sector, who understand the nuances and challenges of your business and who has references and success models within your industry. From pre-sales scoping and needs analysis to, project and process mapping and build…all the way through to implementation and beyond, a strong partner is the primary key to success.

Redspire have particularly strong capabilities in Financial Services and have worked on the biggest challenges facing the industry today. From Small Business Banking improvements at CYBG, client engagement at Money Advice Service and Saffron Insurance and operations and field service at Golden Charter, we are the experts in Dynamics within the Financial Services space. Our team are driven by delivering platforms that create great customer experience.

Are you ready to put the service back in financial services?

Watch a short video on how MetroBank used Microsoft Dynamics to create an army of loyal fans out of their customers, or get in touch today for a no-obligation chat about your own customer experience improvement project.

We recently attended the first ever Edinburgh-based event hosted by the Institute of Sales Management

The inaugural Scotland Event showcased the dramatic change in the sales environment, as businesses spanning all industries accelerate digital transformation through cloud technologies.

Businesses today are meeting the challenge of servicing a new breed of B2C customers and B2B clients who have ever-increasing expectations and demands on sellers. This is the age of the professional consumer.

Throughout the evening, one main question was raised…

Is cold calling dying out as an introductory technique for selling?

Selling and outreach are constantly shape-shifting. With the rise in intelligent, data-driven technology and machine learning, social media platforms are intuitively becoming the go-to place for content placement and customer contact. Cold calling has become a much less popular and effective method of interaction.

In its place, social selling has become a key part of an organisation’s customer engagement strategy. Why cold call when you can outreach to a warmed prospect, and make use of insights that make the nurture and sales process easier for salespeople, marketers and business owners?

What is social selling? And do traditional salespeople need to adapt?

Short answer, yes.

Social selling is a modern approach to identifying and engaging with a custom-built audience based on your business’s target market and a great way to establish rapport, connect and verify the legitimacy of the relationship between seller and prospect. Post-purchase by Microsoft, LinkedIn is proving itself one of the most valuable sales and marketing tools for social selling, with 96% of B2B buyers seeking to read content and engage with industry leaders (Demand Gen report, 2017). Other channels also have validity, and it’s worth pointing out that the fundamentals of social selling translate well to offline relationship building.

So is cold calling dead?

Technology is driving behavioural change in buyers and sellers and it’s essential that sellers keep pace in terms of expertise and personal learning, to avoid becoming redundant. That doesn’t mean there isn’t still a place for a cold call, however where engaged, meaningful contact can be achieved easily, why reduce your chances with your prospects?

Not only does social selling give you a 360-degree view of prospects, it allows you to tailor your approach to current customers and meet their needs at the right time. The social selling model supports account-based selling and allows you to deliver hyper-relevant messaging and content that speaks their language.

Social selling for operational efficiencies

According to a recent survey by CSO Insights and Seismic, one in three B2B sales professionals said that not only was social selling increasing the number of leads they had to work with, but also the depth of the relationships they had with existing and prospective clients. Building relationships rather than leading with the hard sell allows salespeople to maximise their own efficiency by reducing the prospect research time, having a positive impact on the sales cycle.

Transactional vs Strategic Sales

Cold calling is usually a game of chance with decision makers within a company out of reach for the average cold sales call. Social selling converts the sales process from transactional and functional, to a strategic plan that provides hard ROI, produces serious wins and enhances customer experience and satisfaction.

Companies are being left behind because they’re yet to acknowledge that the buying process has changed. It’s no longer a one-way system made up of cold calls, qualifying leads and sales demos. 84% of vice president and C-level executives use online and digital media channels to influence their purchasing decisions.

When it comes to business pain, at Redspire we’ve seen it all. And help our clients UK-wide solve theirs, via our Dynamics QuickStart CRM package or phased CRM implementation.

As one of the UK’s leading CRM consultancies, we are experts in resolving the digital and data pain points that all businesses face.

Our client base share similar internal challenges, but we understand that the internal approach to resolving them may vary from business to business. Time constraints, changeable budgets and operational capacity all impact the ability to undertake a CRM implementation project, even when it’s badly needed.

That doesn’t change the fact that we are living through the 4th Industrial Revolution. Consumer expectations are at their highest, radically transforming the way businesses interact when they sell, promote and provide service. In this digital age, personalisation and customer connectivity are a fundamental business priority. And the only way to achieve them is with a fit for purpose CRM system that will unify data, streamline processes and improve productivity.

Introducing Dynamics QuickStart CRM…

Dynamics QuickStart CRM is a fixed scope, fast implementation of Microsoft Dynamics 365, built to fit your business need, type and budget. Implement a new CRM, upgrade a current CRM or entirely replace your existing system fast, for maximum impact and little business disruption.

Perfect for busy businesses who want quick improvements and results, and suitable for all organisations of all shapes and sizes – from Banking and Financial Services to Manufacturing, Government and the Public Sector – QuickStart CRM from Redspire is a quick and simple CRM solution that delivers immediate results.

If you’ve heard your c-suite leaders and department heads make any of the following statements, your business will benefit from Dynamics QuickStart CRM…

PAIN POINT 1: “There’s no single version of the truth!”

Also known as the right hand doesn’t know what the left hand is doing.

It’s surprising just how many large multi-national businesses are operating with outdated data silos and no single view of their customer across various departments. Which begs the question, how can you understand your customer, predict sales propensity and provide great service, if you can’t view their interactions with your business holistically?

If your customer, sales and service data sit on multiple databases and spreadsheets, you’re undoubtedly only skimming the surface of your sales capabilities. Whilst delivering poor service to your client base. Yet you can optimise operations fast with Dynamics QuickStart CRM. Your teams and your bottom line will benefit from a single customer view that accelerates sales, personalises service and increases customer engagement.

PAIN POINT 2: “What are the salespeople doing?!”

Also known as the boss is getting twitchy because there’s no visibility of what the moneymakers are up to.

Digitally optimised workplaces and effective data and pipeline management have been proven to make teams much more productive. Yet workforces often resist the serious benefits of a transparent CRM system for fear of big brother watching, measuring their performance and finding it lacking.

With a collaborative, visible pipeline, the improvements to the workforce, customer and management are immeasurable. Put your hands on real time reports with ease, review an up-to-the-minute pipeline status and automate business reports at the click of a button with Dynamics QuickStart CRM

PAIN POINT 3 : “Excellent – sales are up…but where are they coming from?”

Also know as winging the sales process rather than using an evidence-based approach

If you aren’t tracking customer buying patterns, sourcing lead traffic and attributing your sales to marketing touchpoints, how can you understand your sweet spot? If you don’t track the customer journey and how you win or lose, you’re undoubtedly leaving money on the table. Which makes your salespeople’s lives harder and returns poor ROI from your marketing spend. Integrate Dynamics QuickStart CRM with your existing systems to see the bigger picture and find your strengths and weaknesses. And then watch your sales grow.

PAIN POINT 4: “I’m sick of the ‘them and us’ – they’re supposed to be part of the same team!”

Also known as sales and marketing blaming each instead of working towards shared goals

Despite being part of the same organisational family, with shared business goals, Sales and Marketing teams are notorious for being the warring siblings of the business world. How often are you hearing ‘what are marketing doing, there’s no leads coming through, and when they are, they’re awful!’ Or marketing complaining about lack of sourcing and poor conversions from the sales teams?

The issue is typically lack of visibility, reporting and communication. A CRM that works for all departments, tracking campaigns, leads and opportunities will encourage a positive workforce, working together with shared vision, and MI that fosters a collaborative, data-driven approach

PAIN POINT 5: “Where’s the paper trail for this complaint?!”

Also known as lack of customer information management

We’ve all endured the customer frustration of a poorly handled complaint. It’s often just as challenging for agents trying to manage customer services issues if their organisation isn’t managing data properly. Customers need to repeat themselves each time they call or email, and your employee is on the back foot from the outset, not knowing what decisions have been made previously. With QuickStart you can automate and aggregate customer service information, so that your people always have what they need to hand, when they need it.

PAIN POINT 6: “Reporting shouldn’t be this hard. Can’t we automate it?”

The simple answer is yes. And you should be! Free up your key people’s time from hand preparing reports and get them back to their day job. With QuickStart, you’ll access management information, sales, marketing and customer satisfaction reports as and when you need them, even when you’re on the go.

Ready to find out more about QuickStart CRM?

At Redspire, we specialise exclusively in Dynamics 365, helping clients across different industries – from Government to Financial Services – transform digitally. Working with world-class tools from the Microsoft universe, Dynamics integrates seamlessly with existing operations to unify whole businesses into a single, intelligent system. Get quick installation, rapid delivery and faster return on investment with Microsoft Dynamics QuickStart CRM. Read more today or get in touch for a no-obligation chat with our consultants now.

In his keynote speech at the global Microsoft Inspire conference in Las Vegas, CEO Satya Nadella talked about how technology and connectivity continue to improve human relationships, whilst reinforcing that ethics and user privacy continue to be the most important consideration, as we accelerate though the 4th industrial revolution.

This year’s Microsoft Inspire has been one of the most exciting and rousing yet, with a focus on increased innovation, growth and differentiation. If last year’s key takeaway was Microsoft’s commitment to transforming their partner relationships, this year is about accelerating partner support for the greater collective good. Microsoft’s overarching business vision of “empowering every person and every organisation on the planet to achieve more” will ultimately be driven by the Microsoft Partner eco-system.

Our Senior team attended the conference, and have summarised their top takeaways:

The Microsoft partner eco-system is bigger and more impactful than ever before…

…and jam-packed with opportunity. Over 17 million people are employed in the Microsoft and Microsoft partner ecosystem with total business projected at a phenomenal $4.5 trillion. Together we are in a unique position to unleash the power of real partnership for digital and technological success. Not just for business, but for customers, innovators and end users too.

Ethics and personal privacy is a fundamental human right.

Advances in technology and integrated Artificial intelligence (AI) are creating some of the most exciting changes in the world today, but Nadella has warned that they must not come at the expense of personal privacy and human relationships.

He said: “We have to have a set of principles that guide the development of AI and always do our very best work when it comes to privacy. As technology becomes pervasive in our lives, we must approach everything with the fundamental assumption that privacy is a human right.”

The importance of adding value not just creating brand values

Nadella’s message to students looking for a career at Microsoft?

“If you want to be cool, go somewhere else. At Microsoft, our job is making other people look cool.”

Sharing incredible stories of business transformation via the partner eco-system, the message and focus for the future is on driving positive, global impact through cutting edge technology and industry-specific solutions like Microsoft Dynamics 365.

People and connectivity is being re-imagined, now.

The future of digital is people and human centric, made possible with by ever-increasing advances in Microsoft’s Azure Sphere secure technology. Internet connectivity is becoming a two-way street, creating a holistic user experience that decouples us from the chains of the tech, whilst improving seamless machine integration in our day to day lives.

Nadella said: “We are going to infuse everything with AI. It’s going to have perception capability, language capability and autonomy that’s going to be built into the applications going forward.”

Over the next few years, more and more consumer gadgets and appliances will connect to the Internet and each other, with the capabilities to talk to us, listen, predict behaviour and act on our behalf. The tech we use will become seamless, multi-device and multi-sensory.

As organisations globally hurtle through accelerated digital transformation, driven by cloud and artificial intelligence, mixed reality and the Internet of Things, these tools and technologies are re-imagining consumerism, business and society for the greater good.

And yet consciously, we may never even be aware that we’ve interacted with a computer…

Ready to find out more about how Microsoft’s up-to-the-minute technology can improve your business operations, sales and service? Contact us today for an informal chat…

Can public sector organisations afford not to take advantage of digital tools?

It’s a slightly controversial statement but nevertheless true. Whilst commerce and industry advance at speed towards great digital change, the public sector in the UK is in danger of being left behind. Potentially, at great sacrifice to public health, well-being and economic wealth. It’s indeed an uncomfortable truth that our most visionary, forward thinking public sector leaders are challenged every day in a drive to make UK public services world-leading again.

Digital transformation in the public sector

In the UK’s Institute for Government’s Manifesto for Changing Public Services it’s estimated that up to £46billion could be saved across UK public sector year on year with digital transformation that eradicates out-dated legacy systems and the need for costly suppliers. Which equates to an additional 1m frontline public servants.

Which begs the question, can public sector organisations afford not to take advantage of the digital tools available today?

Innovative public sector leaders value digital change

Innovative leaders in the public sector continue to push the mandate in a positive direction, encouraging their boards and final decision makers to engineer the digital change that will steer the UK and its people in the right direction. All the while, commercial private sector businesses, innovative third sector organisations and manufacturing, banking and financial services leap ahead with digital transformation that’s energising their business, boosting their bottom lines, massively slashing costs and increasing customer satisfaction tenfold.

Deploying an innovative digital toolkit has the power to solve much of the organisational pain our local authorities and service providers face, whilst correcting the disconnect that so many of our citizens feel from our elected leaders and public services. Saving heaps of money from public funds in the process.

CRM for citizen engagement

As the demographic make-up of our country ages and shifts, it has never been more important to reach citizens at a time that suits them, where they naturally consume their media and messages. Our culturally diverse and digitally switched on nation demand personalised multi-channel, multi-lingual interactions. Keeping citizens informed, engaged and aware in a cost effective, timely manner, and in a way that speaks their metaphorical language is invaluable. Yet a difficult operation without the right digital tools.

CRM solutions for the public sector

Enter Redspire and Microsoft Dynamics 365, with the tools and expertise you need revolutionise your organisation. Bespoke solutions built to your organisational needs, these purpose-built Customer Relationship Management (CRM) applications work seamlessly to help manage specific business functions across the organisation including Customer Service, Operations, Finance, Field Service, and Marketing, and all contribute to Customer/Citizen Insights.

CRM in simple terms simple terms is a category of integrated, data-driven solutions that improve how you interact and do business with your clients. CRM systems and applications are designed to manage relationships, track engagements and sales, and deliver actionable data, all in one place.

The next generation of intelligent business

Microsoft Dynamics 365 is the next generation of intelligent business applications that enable organisations to grow, evolve and transform. As technology continues to transform the world, Redspire are a driving force that will help public sector organisations optimise operations, reach and engage with the public and empower employees to deliver services and the most personalised and powerful ways

Digital Transformation is here. And it isn’t only for corporate, digitally focused businesses. The tools must be deployed for public sector organisations. Our public services can, and should be as accessible as Amazon, as easy to use as Google and as exciting and flexible as Uber and AirBnB. And all delivered ethically to deliver front end services, in the public’s best interests and with the ability to save millions in public funds.

AI for the Public Sector

Artificial Intelligence has become ‘The New Normal’ and touches many aspects of our everyday life. Early adopter public sector agencies like Enfield Council and Aylesbury Vale District Council are already seeing the transformative value for services and citizen engagement, investing in AI chatbots to improve customer service, simplify internal processes and to guide residents through various form fill processes.

Constantly learning from previous conversations with residents, these revolutionary bots have the power to improve response times to generic service queries in areas like benefits and council tax queries, refuse collection requests and so much more.

Future planning with CRM

What does the future hold? The certainties are improved efficiencies, reduced demand on services and employees, a holistic citizen view that creates a better client experience and improved insights that lead more effective service provision. Digital tech provides a tremendous opportunity to improve all citizens life, for the common good of our country, and with ethics, security and privacy at the forefront of all decision making.

The fourth Industrial Revolution is here

We are now part of the 4th Industrial Revolution. The McKinsey Institute has stated that AI is contributing directly to a tremendous transformation of society, “happening ten times faster and at 300 times the scale, or roughly 3,000 times the impact” of the Industrial Revolution in the 1800’s.

What does this mean practically? Digital learning and skills development will be a core component of literacy and basic life skills. From pre-school to higher education, our education system must revolutionise and ‘keep up’ with the constant digital developments to ensure we don’t face skills shortages or challenges with talent acquisition.

What is certain however, is that change resistance within the public sector is beginning to break down. The opportunities for cost and efficiency savings, shared resources and joined up processes are too phenomenal to be ignored. Case in point, the Smart London plan, in which the City of London sets out the bold yet achievable ambition to become the smartest city in the world through mobilised services, data innovation and Artificial Intelligence. Improving the lives of some 30 million visitors, residents and workers.

Accelerating Digital: An Interactive Forum for Public Sector Leaders

Redspire has been a Microsoft Dynamics CRM Partner for over 15 years, helping all types of organisations across the UK transform through digital innovation and improvement. Our ever-expanding team of Microsoft certified consultants bring Dynamics 365 to life, with a bespoke solution that overcomes unique organisational challenges with a straightforward, customer centric approach. Our clients stick around, partnering with us long term, every time.

If you’re a digital leader who’d like to be part of the discussion on advancing digital transformation for the greater good in your organisation, reserve your spot at our interactive forum for public sector leaders today.

This not to be missed forum at Microsoft Scotland HQ, Edinburgh on 1st November 2018 will be chaired by Dr Jim Hamill – in association with Microsoft, Bridgeall and Exactive. Together, we’ll set the tone for the future of digital innovation in Scotland, and provide invaluable tools and support that persuades stakeholders and key decision makers on your future vision.

Full details can be found here – Accelerating Digital: An Interactive Forum for Public Sector Leaders. Sign up today.

The need for public sector organisations to transform digitally is now widely accepted. Senior Executives seeing the value and embracing change and digital innovation that will positively shape their future of the organisations they lead.

With the focus shifting from the WHY to the HOW of transformation, Redspire and our partners invite you to the Accelerating Digital Interactive Forum for Public Sector Leaders, which will present scenarios covering the public sector workplace of the future.

Microsoft Gold Partners Redspire, Bridgeall, and Exactive, invite public sector leaders to share how the Microsoft toolset – including 365 – has helped them drive change in their organisations.

Using live interactive audience polling and open group discussion, forum participants will be able to:

  • Share their hopes, aspirations for and experiences of driving digital change.
  • Evaluate the digital transformations progress currently being made, benchmarked against accepted best practice.
  • Assess the main drivers, barriers and obstacles to change.
  • Review how these can be overcome, providing highly practical advice to achieve success.

The forum findings will be developed into a short White Paper: “The State of Public Sector Transformation, 2018” and made available to all participants after the event.

Please join us in this interactive and highly valuable event and add your voice and experiences to the debate on accelerating digital in the public and third sectors.

You can find more information about the event and register to attend, free of charge, here.

The Redspire team, and our valued partners look forward to seeing you there.

 

 

Why does CRM sometimes fail to deliver? Why does any relationship?

Here are ten ways to make sure you have the right CRM software partner.

  1. Know their strengths. Are they dedicated to the CRM platform you have chosen? Are they working with it day in/day out?  Have they worked within a business like yours before and if not, how well do they know (or get to know during pitch) your sector’s challenges?
  2. Know their structure. It’s all too easy to give the contract to a CRM partner on the basis of price, proposal and the people you met at the pitch. But those are all fleeting moments and what you need to know is the day-to-day reality of working with them. Who are the team working that will work day in and out on your project and what are their roles? How do they communicate with clients, and with each other? What processes do they follow to make sure nothing slips through the net or is misunderstood? What are their individual competencies and experience? What additional value will they bring to the project?
  3. Know what you’re getting. What level of system detail can you expect to see before being expected to sign on the dotted line? Make sure it’s what you’ll need bearing in mind the different stakeholders who will have to sign off on your final decision.
  4. Know their wider business knowledge. This might seem obvious. It’s all very well having a partner who knows the CRM platform inside out but they have to also have business sense. You want them to understand the current customer experience challenges that technology, legislation and your sector are throwing up, as well as then quickly understanding the process challenges from within your business. Do they understand how to be GDPR compliant? Can they help you get there?
  5. Know their capacity. What else they are working on during the timescales you are planning around. Do they have capacity? Should you wait until they do? Will you be a priority?
  6. Know their skills. Don’t just ask how many clients they have, who they’ve helped or the results. Know what kind of modifications they’ve made to make the CRM platform work with client’s existing infrastructure.
  7. Know their aftercare approach. Once you’re up and running, how do they stay in touch with you and your team? What does support look like? Is it as and when? Proactive? Reactive? Are they providing value all the way through?
  8. Know their honesty. Just how clear are they about what can and can’t be done? Do you sense there are things being said to secure the deal? Trust your instinct and push for commitment if you’re not sure.
  9. Know your own project team. Are they and the potential partner team compatible? They are going to be working closely together and it would be far more beneficial to have a mutually respectful relationship rather than supplier/client.
  10. Know their current client list. Don’t be put off by where they don’t already have a business in your sector. It means there will be no conflict of interest and with any good partner, they will be party of their platform network and as such, have access to shared knowledge and practice that will only add even more to the balance of skills, technical know-how, business aptitude and team relationship.

Our CRM discovery webinar series was set up to help you own each stage of the CRM journey so that you can arrive at the right software and partner for your organisation.

Catch up on our free webinar series ‘Your 8 Steps to CRM Implementation Success’

 

Want to know more about Redspire? Here’s our MD Billy to give you a quick summary: