In my last post I discussed the new Tiered pricing model for Dynamics CRM Online 2013. To recap; Microsoft has introduced three license levels: Professional @ $65/user/mon, Basic @ $30/user/mon and Essential @ $15/user/mon. I discussed the Partner’s new role as Licensing Consultant to help clients figure out what array of licensing they needed. I decided it might be helpful to present some scenarios to help clarify this further below:
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Customer Scenario #1
Ultimate Choppers
Business Context
Retailer of high-end custom motorcycles for collectors and enthusiasts
CRM Requirements
- Portal-based ordering and product configuration
- Maintenance and service requests
User Profiles
10Sales professionals (employees) to manage sales | 20Customer service employees with end-to-case and Knowledge Base management needs | 50Tele-web presales agents for account discovery, lead profiling | 100Third party helpdesk agents to submit cases |
Licensing Requirements
[custom_table]
| User Category | License Type | License Count |
|---|---|---|
| Sales Professionals | Professional | 10 |
| Tele-Web Sales Agents | Basic | 50 |
| Customer Service employees | Professional | 20 |
| Helpdesk Agents | Basic | 100 |
[/custom_table]
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Customer Scenario #2
Adventure Cycles – Bicycle Retailer
Business Context
Global retailer of bicycles
CRM Requirements
- Integrated sales and marketing management cloud service with multi-currency, campaign automation, opportunity management, and multi-org support
- A separate UAT environment
- 50 GB of total storage
- 100,000 estimated campaign emails per month
User Profiles
100Marketing Professionals | 100Sales Professionals | 20External Vendors | 10,000Customers |
Licensing Requirements
[custom_table]
| User Category | License Type | License Count |
|---|---|---|
| Marketing Professionals | Professional | 100 |
| Sales Professionals | Professional | 100 |
| External Vendors | None | 0 |
| Customers | None | 0 |
[/custom_table]
Subscription Add-on Licenses
[custom_table]
| License Category | Units |
|---|---|
| Storage Addon | 20 |
[/custom_table]
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Customer Scenario #3
Department of Motor Vehicles
Business Context
Department of Motor Vehicles (DMV) supports vehicle registration, driver license applications and traffic ticket processing using Microsoft Dynamics CRM Online.
CRM Requirements
- Portal-based submission of applications
- Portal-based service request processing
- Dashboards and Reports
- Web, Outlook, Mobile, and SharePoint portal access
User Profiles
50Customer service representatives create & update cases | 10Supervisors require end-to-end view of cases and KB management | 5Managers review reports |
Licensing Requirements
[custom_table]
| User Category | License Type | License Count |
|---|---|---|
| Customer service representatives | Basic | 50 |
| Supervisors | Professional | 10 |
| Managers | Basic | 5 |
| Local Citizens | None | 0 |
[/custom_table]
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Customer Scenario #4
Direct to you Appliances
Business Context
Manufacturer of appliances
CRM Requirements
- Advanced integrated marketing management cloud service (MarketingPilot) with multi-currency and multi-org support
- End-to-end Sales & Service automation capabilities of Dynamics CRM Online
- MarketingPilot Online and CRM Online data records are synchronized using data connector software
User Profiles
100Marketing professionals using MarketingPilot Only | 200Sales professionals using CRM only | 150Service Professional using CRM only | 10,000Customers |
Licensing Requirements
[custom_table]
| User Category | License Type | License Count |
|---|---|---|
| Sales Professionals | Professional | 200 |
| Service Professionals | Professional | 150 |
| Customers | None | 0 |
[/custom_table]
MarketingPilot Licensing Requirements
[custom_table]
| User Category | MP License count |
|---|---|
| Marketing Professionals | 100 |
[/custom_table]
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Customer Scenario #5
Payroll Liferaft
Business Context
Employee Help desk solution to address payroll questions and service issues of employees. Customer care agents process the requests and resolve the cases.
CRM Requirements
- Portal-based submission of service requests.
- Portal-based review of pending cases and service requests.
- Dashboards and Reports
User Profiles
10Customer service supervisors manage business processes | 50Customer service agents resolve outstanding requests | 500Employees submit and review service requests |
Licensing Requirements
[custom_table]
| User Category | License Type | License Count |
|---|---|---|
| Customer service supervisors | Professional | 10 |
| Agents | Basic | 50 |
| Employees | Basic | 500 |
[/custom_table]
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Customer Scenario #6
Acme Incorporated
Business Context
Fully customized Task management solution built on Microsoft Dynamics CRM Online platform to manage assignment, tracking, and completion of work across all information workers in the organization. The solution does not use standard CRM entities.
CRM Capabilities
- Time sheet entry
- Personal work entry
- Dashboards and reports to monitor progress
User Profiles
1000Employees enter time sheets and activities | 50Managers manage tasks across all employees & access reports and dashboards |
Licensing Requirements
[custom_table]
| User Category | License Type | License Count |
|---|---|---|
| Employees | Essential | 1000 |
| Managers | Basic | 50 |
[/custom_table]
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Customer Scenario #7
Hunting Heads International
Business Context
Fully customized employee recruiting, performance review, and competency management solution built on Microsoft Dynamics CRM Online platform. The solution does not use standard CRM entities.
CRM Capabilities
- Resume submission and internal job tracking using a custom portal
- Peer reviews and appraisals using a web portal
- Competency skills and training updates on a self-service portal
User Profiles
1000Employees complete reviews and update competencies | 500Managers supervise activities using a variety of reports |
Licensing Requirements
[custom_table]
| User Category | License Type | License Count |
|---|---|---|
| Employees | Essential | 1000 |
| Managers | Basic | 500 |
[/custom_table]
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Feel free to leave comments below, of if you are reading this somewhere else, click here to leave comments
Hi Steve,
in your Adventure Cycles – Bicycle Retailer example you name “external vendors & customers” – Is it correct that as they do not have any CRM license they are not accessing CRM in any way?
Greetings
Frank