Issue link: https://impartner.com/resources/i/1473122
Solution Showcase: Microsoft Dynamics 365 and Impartner PRM — A 'Better Together' Solution 2 © 2019 by The Enterprise Strategy Group, Inc. All Rights Reserved. Analysis – Customer Case Study Outlines a Formula for Success Introduction – Why Now? We live in an increasingly channel-led world, where success is fueled by digital transformation and the power of integrated applications and data. In the ESG 2019 Technology Spending Intentions Survey, IT decision makers reported that their most common objectives for investing in digital transformation were improving operational efficiency and providing a better, more differentiated customer experience, each of which is critical to sales operations and success (see Figure 1). 1 Counterintuitively, many companies focus their technology spend on the direct part of their business, not the channel. They do not take full advantage of the leverage provided by the channel and under-realize its potential. This solution showcase shows the transformative power of shifting that spend to include channel technologies like PRM, thereby providing a differentiated experience to partners. Many companies now see the majority of their revenue flowing through the indirect channel, so investing in PRM positively affects a greater percentage of revenue than if that spend were focused mostly on direct selling. Figure 1. Most Important Objectives for Digital Transformation Initiatives Source: Enterprise Strategy Group Setting the Stage • The Customer: A multinational network infrastructure provider with over 20,000 employees worldwide and customers in over 130 countries, served by a network of several hundred partners. • The Partner: Avtex Solutions, a full-service customer experience (CX) consulting and solution provider focused on helping organizations create better experiences for their customers. Avtex's portfolio of solutions and services supports their unique approach to customer experience, which includes two key phases, CX transformation and CX orchestration. Avtex was a Microsoft Partner of the Year award winner in 2018. • The CRM Provider: Microsoft (Microsoft Dynamics 365). • The PRM Provider: Impartner, located near Salt Lake City, UT, and delivering the top pure play SaaS-based PRM solution. 1 Source: ESG Master Survey Results, 2019 Technology Spending Intentions Survey, March 2019. All ESG research references and charts in this solution showcase have been taken from this master survey results set, unless otherwise noted. 28% 36% 37% 43% 55% Develop entirely new business models Develop new innovative products and services Develop new data-centric products and services Provide better and more differentiated customer experience Become more operationally efficient What are your organization's most important objectives for its digital transformation initiatives? (Percent of respondents, N=754, three responses accepted)