Hitachi Solutions Ecommerce Integration with Dynamics CRM 2013

© Hitachi Solutions. 2015. All rights reserved.
Dynamics CRM &
Hitachi Solutions Ecommerce

Contents
1. Feature Overview
2. Map Manager Panel and Dynamics CRM for users and Dynamics CRM connection
3. Manager Panel as Dynamics CRM sales module
4. Dynamics CRM marketing module
5. Dynamics CRM services module
6. Navigate to Manager Panel via Dynamics CRM dashboard
7. Real-time integrations
8. Integration workflow
2

Feature overview
• Automated Sign On to Manager Panel - CSRs sign in automatically from Dynamics CRM to the Manager Panel
thereby allowing the Manager Panel to be accessed entirely from within Dynamics CRM via a single sign on.
Allow merchants to leverage the existing call center/CSR team to service web store customers as well.
• Real time integrations - Real-time integrations, between Dynamics CRM and the Manager Panel. Bidirectional
flow for accounts/contacts, their addresses and sales orders. Catalog, invoices and price list integrations from
Dynamics CRM to Manager Panel. This offers a end-to-end solution that integrates and synchronizes data and
sales orders.
• Unified environment for customer facing systems - Dynamics CRM provides a unified view for various
Manager Panel Pages under its different modules- Sales/ Marketing/ Services/ Settings, thereby offering
synergies across entire Sales & Services efforts by merchants. Fast, flexible and affordable solution that helps
increase sales through faster deliveries.

The CRM Manager creates a new user with ‘System Administrator’ rights that allow the user to access all menus in Dynamics CRM and conduct all essential
operations such as creating accounts/contacts, placing orders, creating invoices etc. A new user corresponding to the user created in Dynamics CRM should
be created in the Manager Panel. This user would act as the super administrator and all roles are assigned to him. This gives him access to all menus and
operations in the Manager Panel. Map this user with Dynamics CRM via the ‘CRM Sales Rep Id’ field.
Create user in Dynamics CRM

Connect your company to Dynamics CRM. These connections enable seamless flow of information between Manager Panel and CRM solution. Only one
connection can be active at a particular point. This allows you to connect the system to your TEST CRM Instance – once successfully tested; you can switch the
connection to have the data flow into your PRODUCTION CRM Instance. Create connection properties that apply while integrating various entities between
Microsoft Dynamics CRM and Manager Panel. Once you have defined Dynamics CRM server name , user name and the password, you can setup customer
connections like default password, customer class assigned while integrating accounts/contacts from Dynamics CRM to Manager Panel. Also define mapping
XML for catalog integration to happen successfully.
Create Dynamics CRM connection

Microsoft Dynamics account and contact ‘List’ ribbon has been enhanced to create new sales order or quote for the selected account/contact. Similarly
quick order lists can be created for a selected account. Quick Order Lists are item code and quantity uploaded from an excel to the system. All customer
related configurations can be done via customer configuration menu. Rewards menu and pricing menu allows reward program and pricing to be configured.
Clicking on any of these links initiates automated sign on to Manager Panel and allows necessary updates.
Dynamics CRM account/contact “List” Ribbon

Microsoft Dynamics account and contact ‘Detail’ ribbon has been enhanced to create new sales order or quote for the selected account/contact. Similarly
clicking on customer, allows you to view customer details in the Manager Panel with the ability to create a new customer as well.
Clicking on any of these links initiates automated sign on to the Manager Panel and allows necessary updates.
Dynamics CRM account/contact “Detail” Ribbon

Dynamics CRM orders / quotes ‘List’ ribbon has been enhanced to allow creation of new order or quote using the Manager Panel whenever you click on
‘new’ / ‘edit’ button within Dynamics CRM. Edit Menu in Dynamics CRM would launch the Manager Panel order/quote for editing purposes. View orders/
quotes allows to view orders/ quotes at different stages of the work flow. Configure menu allows CRM users to launch various Manager Panel screens for
setting up payment gateways, shipping , taxes, zero touch fulfilment and order/ quote entry setup.
Dynamics CRM order/ quote “List” Ribbon

Dynamics CRM orders /quotes ‘Detail’ ribbon has been enhanced to allow editing of order or quote using the Manager Panel whenever you click on the ‘edit’
button within Dynamics CRM. Edit menu in Dynamics CRM would launch the Manager Panel order/quote for editing purposes.
Dynamics CRM order/ quote “Detail” Ribbon

Dynamics CRM orders/quotes “Detail” ribbon has been enhanced to allow managing catalog and its configurations , importing it and maintaining various web
store widgets like best sellers, qualifiers, comparison and inventory display in the Manager Panel. The Manager Panel Gateway URL is configured through
the Catalog Configuration Gateway URL menu.
Dynamics CRM product “List” Ribbon

Dynamics CRM campaigns ‘List’ ribbon has been enhanced to setup email marketing via Active Campaign from the Manager Panel. A similar navigation has
also been added under Sales Quick campaigns platform. You can seamlessly create beautiful and engaging email campaigns, send them to your segmented
subscribers, and see what interactions and reactions occur in real time! Email marketing remains one of the best marketing options for positive returns on your
investment.
Dynamics CRM Campaigns “List” Ribbon

Dynamics CRM queues ‘List’ ribbon has been embedded with integration and Ecommerce logs. Clicking on these links leads to the respective Manager
Panel pages, showcasing the logs.
Dynamics CRM cases ‘List’ ribbon has been enhanced with return program and return reason codes. Clicking on these links leads to respective Manager
Panel pages, allowing to configure return program.
Dynamics CRM Queues and Cases “List” Ribbon

Dynamics CRM has been embedded with a “Home” menu that opens the Manager Panel sitemap and hence allows navigating to all menus in the Manager Panel.
Dynamics CRM “Home” menu

Dynamics CRM provides the option to enable various plugins for account/contact, their addresses, catalog, invoice and price list integrations. These plugins
determine if various integrations would be enabled between Dynamics CRM and the Manager Panel. Apart from these sales orders/quotes always flow from
Dynamics CRM to the Manager Panel and vice versa.
Enabling various integrations

Hitachi Solutions Ecommerce integration with Dynamics CRMIntegrations
HitachiSolutions
Ecommerce
DynamicsCRM
Customer logins
through the web
store or theCSR
creates a new
customer in the
Manager Panel
The customer
information is
reflected in
Dynamics CRM.
Contact/ account
integration runs
real-time
Catalog items
are reflected in
the Manager
panel
Catalog integration
runs real-time
CRM Manager
creates catalog
items in
Dynamics CRM
The CRM
Manager
creates
multipleprice
lists
The price list is
reflected in the
Manager Panel with
the catalog items
included
Price list integration
runs real-time
The sales order is
reflected in
Dynamics CRM
and the CRM
Manager can
edit it if
required.
The customer places
an order through
the web store, or
the CSR places an
order/ quote for him
via the Manager
Panel
Sales order
integration runs real
time
The CRM
Manager
generates
invoice for the
sales order
Invoiceintegration
runs real-time
Integrated Invoiceis
reflected in the
Manager Panel. The
customer can also
see the invoicein his
account on theweb
store.
Customer
address is
updated via the
web store or by
the CSR via the
Manager Panel
Address integration
runs real-time
The customer’s
address is
updated in
Dynamics CRM.
Items present in the catalog
are added to each price list
and varied prices assigned at
SKU level
The customer sees prices upon login to web storebased upon pricelist assigned to him
CRM Manager
marks the sales
order as ‘fulfilled’
Order status
integration runs real
time
The sales order is
marked ‘shipped’.
Settlement request
for onlinepayments
is added
Either account or contact can be configured
to map with Manager Panel customer
at any given time
The CRM
manager creates
a new account/
contact in
Dynamics CRM
The account/
contact is
reflected in the
Manager Panel
CRM Manager
updates the
address in
Dynamics CRM
The updated
address flows
into the
Manager Panel
CRM Manager
places an order
via Dynamics
CRM using the
embedded
Manager Panel
The sales order
is reflected in
the Manager
Paneland CSR
can edit it

Accounts/contacts are integrated real time from Dynamics CRM to Manager Panel and vice versa. The default password as setup during connection
configuration is assigned to account or a contact while integrating to Dynamics CRM. To ensure password security, CSR’s can always turn on the ‘force
password change’ feature in Manager Panel.
As CRM contacts do not have a customer id field that can be mapped to the Manager Panel directly during integrations, fields such as ‘home phone’ is
instead used for the purpose. The mapping for the same, can be done while configuring the Manager Panel gateway URL in Dynamics CRM.
Either ‘account’ or a ‘contact’ can be configured to map with Manager Panel customers. The default installation has the ‘account’ entity selected, but there is
an option to change it to ‘contact’ if the business demands it.
Real-time account/contact integration

Real-time address integration
A contact or account’s addresses are also integrated real-time from Dynamics CRM into the Manager Panel and vice versa. Whenever a CRM Manager edits
or adds new addresses to an account or contact, it is reflected in the customer’s profile in the Manager Panel. In similar way, address update/addition on
web store is reflected real time in Dynamics CRM.

Price Lists are assigned to the customer classes in the Manager Panel, providing an easy way to organize pricing. Microsoft Dynamics CRM allows price list
integration to the Manager Panel and hence, assign varied SKU prices for different customer classes. These variations in price are updated in the Manager
Panel during integration and can be viewed at the SKU level.
Price List Integration from Dynamics CRM to the Manager Panel

Real-time sales order and quote integration
The sales order or quote created using the embedded Manager Panel reflects real time in Dynamics CRM and vice versa. All line items added, tax
computations and discounts are also reflected real-time providing a unified system for end customers.

When an invoice for a sales order is created in Microsoft Dynamics CRM, the Manager Panel is updated with the same, and it can be authorized and the
payment processed through the Manager Panel once the order is shipped.
.
Invoice integration

Order status integration marks the relevant orders in the Manager Panel as ‘Shipped’ . These integrations are triggered in CRM on click of ‘fulfil order’ and can
be performed before or after the invoice is created for the sales order. These integrations also add a settlement request for online payments. For non CC orders,
the Manager Panel offers a feature to capture payments after an invoice has been raised, and these can be captured via credit card or by offline mechanisms
such as check.
.
Order status integration

Catalogs integrate real-time from Dynamics CRM into the Manager Panel.
As Dynamics CRM does not support categorization and HTML templates a
default category and default template has been set in the catalog mapping
XML file for this purpose. Additional product details such as product images,
meta attributes, product descriptions etc. that are not supported by
Dynamics CRM can be added by providing these values in CSV file and
importing it to Manager Panel using catalog import.
Real-time catalog integration Custom fields in Dynamics CRM
To create a Product and SKU a new custom field, ‘Parent Product’, has been
created in Microsoft Dynamics CRM which provides the ability to select a parent
product under which an item should be added. All children products are created
as SKUs within a single parent product. All products that do not have a parent
relationship are created both as a Product and SKU in the Manager Panel.
Another custom field ‘available on web store’ allows the CRM Manager to
determine whether or not the product will be displayed on the web store after
successful integration.
Catalog integration

Export selected/ export visible pages’ options have been added in Dynamics CRM for account/ contact entity, sales orders/ quotes, catalog product data and
price list integrations and are visible if respective plugins are enabled. These options allow to sync data from Dynamics CRM to the Manager Panel manually
and are useful in scenarios such as, when merchants have been using Dynamics CRM as data master and opted for Manager Panel recently and hence
want to push existing CRM data to the Manager Panel.
Export all/ Export selected

Thank You.

Hitachi Solutions Ecommerce Integration with Dynamics CRM 2013

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Viewers also liked

Viewers also liked (20)

Similar to Hitachi Solutions Ecommerce Integration with Dynamics CRM 2013

Similar to Hitachi Solutions Ecommerce Integration with Dynamics CRM 2013 (20)

More from Hitachi Solutions America, Ltd.

More from Hitachi Solutions America, Ltd. (9)

Recently uploaded

Recently uploaded (20)

Hitachi Solutions Ecommerce Integration with Dynamics CRM 2013