Sometimes, IT and business leaders must decide whether to build a new app or modify an existing one. Valuable development time can be wasted if a solution is already available. To make it easy to find useful apps, Microsoft IT created AppSource, which contains more than 500 apps, content packs, add-ins, and extensions that enhance and extend proven Microsoft solutions. AppSource apps work with Dynamics 365, Power BI, Office 365, and Azure. It’s a cost-effective, turnkey solution that’s helping us—and our customers—accelerate digital transformation.
To optimize complex transactions and contracts worldwide, Microsoft IT designed a new system based on Dynamics 365. It automates business processes and accommodates customized workflow management for our business units. Moving Microsoft contracts and transactions through a structured process helps us coordinate people and cases efficiently.
When managing advertising agreements became complex and error-prone, Microsoft IT turned to Microsoft Dynamics 365 to create a contract life cycle solution. The system streamlined contract creation, approval, and management—and moved Dynamics 365 beyond customer relationship management. It integrates with external systems like SAP and DocuSign to automate, digitize, and simplify contracts and transactions. The system set the standard for hybrid cloud configurations at Microsoft.
Meeting company sales targets and accurately forecasting sales revenue are critical to the success of Microsoft and our customers. To help sales teams make informed decisions and accelerate opportunities, Microsoft IT uses predictive analytics models, Azure Machine Learning, and algorithms like latent semantic analysis and regression analysis. These models don’t replace human judgment—they augment it with seller feedback and ongoing model retraining, which result in analytics-based insights.
When it comes to data analysis and decision making, Microsoft Dynamics CRM Online has been an invaluable business intelligence tool for the Microsoft Operations Global Business Process Outsourcing team. However, not all stakeholders have access to CRM Online, so Microsoft IT helped connect Power BI to the team’s data in CRM Online. Now it’s easy to share data views in a Power BI dashboard, export CRM Online data to Power BI for analysis, and view CRM Online data through the Power BI app.
One Finance, the group responsible for global account processing at Microsoft, migrated our customer support solution from on-premises to Microsoft Dynamics CRM Online. We process more than 500,000 support tickets annually, and the database had grown to 2 TB. Before making the move, we archived data, optimized the existing solution to use more out-of-the-box features, and updated code. Since going live, the new solution has cut support costs in half, and the new Service Level Agreement feature has improved customer service.