Gartner - CRM Report - 2014 - Imatriz Solutions

G00265390
Market Guide for Microsoft Dynamics CRM

Implementation Service Providers in the Asia/
Pacific Region
Published: 16 October 2014
Analyst(s): Olive Huang, Praveen Sengar
Microsoft has more than 150 partners in the Asia/Pacific region that have a
competency in Microsoft Dynamics CRM. Here, we provide IT leaders and
sourcing managers involved in CRM with a market view of the APAC
Microsoft Dynamics CRM implementation service vendors.
Key Findings
With more than 150 partners in the Asia/Pacific region with competency in Microsoft Dynamics
CRM, Microsoft has a fast-growing partner network that's still maturing.
Many partners combine Microsoft product domain expertise with vertical industry experience,
such as public sector, manufacturing, utilities, financial services and retail.
Tier 1 global business and technology consultancies/CRM service providers have an APAC
regional reach, but many implementation partners focus on only a few countries.
Many partners have expertise/experience deploying online and on-premises versions of

Dynamics CRM; however, most have customer references for on-premises implementations.
The market continues to evolve and mature. Many partners continue to focus on delivering
solutions that meet specific local, country and vertical industry requirements.
Recommendations
When selecting Dynamics CRM implementation service providers, assess the depth and
breadth of competencies, especially business consulting and technology integration.
Determine whether the services provider has sufficient cloud experience and ask for customer
references when looking to use the Dynamics CRM online version.
Review service provider's capability in term of integrating Dynamics CRM with other Microsoft
products and non-Microsoft technologies.
Check individual consultant credentials for how old their skills are in the field of Microsoft
Dynamics CRM. Dynamics CRM skills remain in short supply due to its popularity.
Verify that your implementation service provider is capable of handling the latest release.
Evaluate the service provider's capabilities in social, mobile and analytics using Dynamics CRM
and integrating with supplementary technologies.
Market Definition
Microsoft is the fourth-largest CRM software vendor in the Asia/Pacific (APAC) region in terms of
revenue, behind salesforce.com, Oracle and SAP, and it's among the CRM vendors with the highest
growth rate in the region. Gartner has estimated that Microsoft Dynamics CRM software revenue in
2013 was between $170 million and $200 million, and that it grew more than 20%, compared with
2012 levels. It has benefited from its extended localization of on-demand offerings and the global
presence of Microsoft Office and Outlook, which is accelerating SaaS adoption. Its ecosystem of
service providers and its broad reach to the small or midsize business (SMB) market make
Microsoft very competitive in the CRM market.
Microsoft Dynamics CRM On-Premises and Online are the key products in the CRM space being
offered in the APAC region. Microsoft Dynamics CRM On-Premises is sold in all major countries in
the APAC region. Microsoft Dynamics CRM Online is sold in Australia, Hong Kong, India, Indonesia,
Japan, Korea, Malaysia, New Zealand, Philippines, Singapore, Taiwan and Thailand. It has the
following Asian languages: simplified Chinese, traditional Chinese, Hindi, Indonesian, Japanese,
Korean and Thai.
In January 2014, Microsoft acquired Parature, a privately held provider of cloud-based customer
engagement solutions. Parature offers Web self-service, mobile-device-based customer care, social
media support channels, and chat for customer service and sales opportunities. Parature is sold in
Australia, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Philippines,
Singapore, Taiwan and Thailand. Its employee interface is English-only; however, the customer
portal interface has a few Asian languages: simplified Chinese, Japanese and Korean.
Microsoft Dynamics CRM implementation service providers supply CRM consulting, architectural,
design, development, deployment and integration services associated with the Microsoft Dynamics
CRM solution, mainly to support sales, marketing operations and customer service operations.
Market Direction
Demand for Microsoft Dynamics CRM has increased in the region for two years in a row. Most
revenue for Dynamics CRM is generated by the sales and customer service market, as buyers took
advantage of competitive price points, application performance gains and the ease-of-use features
in the new release.
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Gartner, Inc. | G00265390
Microsoft maintains the same product functionality between the on-premises and online versions,
which gives a viable solution for those organizations in the APAC region that are not yet ready to
adopt a cloud CRM solution. This also gives its partners the opportunity to offer a private, cloudbased version of the solution to the customers in the region.
To date, Gartner observes that the most-requested deployment model in the APAC region is onpremises, with project sizes typically of between 200 and 500 users. Interest has also begun to
emerge in the region for a cloud or a hybrid cloud model. We estimate that no more than 30% of
Dynamics CRM deployment projects in the region use the online version, with project size typically
below 200 users.
In 2014, Microsoft has started to push toward increasing the adoption of the online version of
Dynamics CRM in the APAC region with cloud-focused partners. Among the 150 partners in the
region, Microsoft developed 50 of them as Dynamics CRM Online focused partners.
During the past few years, business executives, rather than IT leaders, have become the primary
drivers for CRM solutions. These executives have become less tolerant of large-scale software
implementations, due to their heavy capital expenditure (capex) investments and lengthy
implementation times. They are looking to CRM solutions to drive revenue growth, improve
customer satisfaction and lower costs, and to bring these changes in a short time cycle (i.e., a few
weeks or months, rather than years). There has been a shift from the focus on large-scale CRM
software deployments to a holistic view of the customer from an enterprise perspective. Dynamics
CRM projects typically include the key functional areas of CRM, such as sales and customer
services with a core customer profile, and expand into marketing or using dynamics CRM as a
platform to create customized functions.
Due to its rise in popularity, Dynamics CRM skills are in short supply in the region. Many large CRM
service providers retrain their resources from Siebel or SAP to Dynamics CRM, and many have less
than a year of experience. Therefore, experienced resources usually have a high utilization rate. IT
leaders, sourcing managers and team members working on CRM projects should ensure, when
dealing with service providers, that they can get the resources for their projects for the periods of
the time promised.
Adding to the resource shortage is the heavy release schedule of new functionalities during the past
18 months (see "Microsoft Dynamics CRM 2013 Offers Improved Usability, Some Mobility" and
"Microsoft Dynamics CRM Roadmap Presentation"). The heavy release schedule has put additional
strains on the resource situation. IT leaders, sourcing managers and team members working on
CRM projects should examine their service providers' capabilities to determine whether they have
the expertise to deliver on their promises of newly released functionality.
This situation provides opportunities for many local and boutique-size implementation service
providers in the region to be able to play. They focus on one country and sometimes only one or
two industries and compete with Tier 1 system integrators (SIs). For example, large global or
regional CRM service providers typically have more than 100 resources focusing on Dynamics CRM
implementations in the APAC region. Local implementation service providers typically have 20 to 50
resources in the home country where they compete, along with the capability to integrate Microsoft
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Dynamics CRM with other Microsoft products (e.g., Microsoft Dynamics AX, SharePoint, Lync and
Outlook) and non-Microsoft technologies (e.g., ERP, contact center infrastructure, supply chain
management, e-commerce and other customer communication systems). In this case, if a
noninternational organization is looking for an implementer, local service providers can be strong
contenders. IT leaders, sourcing managers and team members working on CRM projects should
evaluate the service providers for the best industry and geographic fit.
Parature Implementation Service Providers in the APAC Region: Parature is relatively small, and
Gartner estimated at the time of the acquisition that it had just 100 employees and maintains a sales
force of fewer than 15 full-time employees. Close to 90% of its more than 500 customers are U.S.based, and they primarily use its SaaS solution for Web customer service, knowledge management
or chat, either for customer service or internal help desk. Parature has no data centers outside the
U.S. As of October 2014, it is working with global CRM service providers, such as Avanade, to
serve the APAC region and is in talks with other partners in the APAC region, starting with Australia.
Market Analysis
Microsoft has more than 150 partners in the APAC region that have some form of competency with
Dynamics CRM. Most of the service providers have expertise and experiences on implementations
of both the online and on-premises versions of Dynamics CRM, with more of them having customer
references of on-premises implementation than online. One exception is OBS (eSavvy; see Note 1),
which is based in Australia, with 90% of its customers deploying Dynamics CRM Online. Tier 1
global CRM service providers tend to give customers the third option of running Dynamics CRM in a
virtual private cloud environment as part of their managed cloud application service offerings.
These partners fall roughly into four groups:
Tier 1 global business and technology consultancies/CRM service providers (including Indiabased and Japan-based global CRM service providers), such as IBM, Avanade, PwC, HP,
Hitachi Solutions, NEC, HCL Technologies and Wipro.
APAC regional CRM service providers, such as Ignify, UXC Eclipse and NCS.
Local CRM service providers (typically focused on one country), such as eSavvy/OBS, Object
Consulting, SMS Management & Technology, Agtiv, Asterisk, Customer Capital Consulting
Singapore, All e Technologies (Alletec), C Centric Solutions (CCS) India, Wicresoft and Sequent
Asia IT (SAI).
Boutique CRM service providers serving the SMB market, such as Hands-on, Tectura, Barhead
and iMatriz Solutions.
Among the global or regional CRM service providers, the large ones have more than 100 resources
focusing on Dynamics CRM implementation in the APAC region. Local CRM service providers
typically have between 20 and 50 resources in the home countries where they compete.
These implementation service providers also work with Dynamics CRM independent software
vendors (ISVs) to deliver specific industry solutions. Example ISVs include Annata for automotive/
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manufacturing, Ferranti Computer Systems for utilities/distribution, VeriPark for financial services
and LS Retail for retail.
Table 1 lists the representative implementation service providers per country in the APAC region.
The vendor selections in this research were based on companies that our clients or the creators of
this research have learned about through activities such as client inquiries, Gartner research and
attendance at events.
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Table 1. Representative Implementation Service Providers in the APAC Region

Country
Partner Name
Background and Focus Industry for Dynamics CRM Practice
Australia
Avanade
Global CRM service provider. Focuses on resources/utilities, health,

communications, media and technology, high-tech manufacturing and
manufacturing in Australia.
NEC
Japan-based global CRM service provider. Focuses on education, health sectors,

public sectors and professional services in Australia.
UXC Eclipse
Regional CRM service provider in Australia, New Zealand, Pacific and North
American markets. Focuses on retail, distribution, life sciences and education,
technology (particularly subscription economy companies), communications,
media and IT services, and financial services.
OBS (eSavvy)
Local CRM service provider in Australia. OBS is Australian leader in Dynamics

CRM Online, and focuses on industries such as financial services, public sector,
manufacturing, professional services, education and health.
Object Consulting
Local CRM service provider in Australia. Focuses on healthcare, public sector,

education, financial services, retail, hospitality and consumer goods, resources
and utilities, media and telecommunications.
InterGen
InterGen started in Australia and operates in Australia, New Zealand and the U.S.
Focuses on retail, public sector, services and primary industries.
SMS Management
& Technology
Local CRM service provider in Australia. Focuses on the public sector, financial
services and professional services.
Malaysia
Agtiv
Local CRM service provider in Malaysia. Focuses on financial services, insurance,

communication and media industries.
Philippines
Ignify
Ignify started in the U.S. and operates in a few countries in the APAC region:
Singapore, Philippines, Hong Kong, Thailand and India. Ignify in Philippines
focuses on financial services.
Singapore
HCL Technologies
India-based global CRM service provider. Strong in the public sector in

Singapore.
Avanade

manufacturing in Singapore.
Hitachi Solutions
Japan-based global CRM service provider. Focuses on banking, insurance,

capital markets, health plans, professional services, manufacturing, oil and gas,
and retail in Singapore.
IBM
Global CRM service provider. Focuses on retail, public sector and financial
services in Singapore.
NEC
Japan-based global CRM service provider. Focuses on retail and public sector in
Singapore.
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Country
Thailand
China
India
Japan
Partner Name
NCS
Local CRM service provider in Singapore. Focuses on the public sector.
Asterisk
Local CRM service provider in Singapore. Focuses on financial services, agile

manufacturing and fast-moving consumer goods (FMCG) distribution.
Customer Capital
Consulting
Local CRM service provider in Singapore. Focuses on education and

nongovernmental organizations (NGOs).
iMatriz Solutions
Local CRM service provider in Singapore. Focuses on SMBs.
3P Solutions
Local CRM service provider in Singapore. Focuses on the public sector.
Blue Intelligence
Local CRM service provider in Thailand. Strong in the insurance business and
telecom.
Harmonious
Local CRM service provider in Thailand. Focuses on manufacturing and

distribution industry.
HP China
Global CRM service provider. Focuses on auto and IEM industry in China.
Avanade

manufacturing in China.
Wicresoft
Local CRM service provider. Focuses on retail and insurance.
PwC
Global business and technology consultancy. Strong retail partner for India.
Focuses on retail and manufacturing in India.
IBM India
Global CRM service provider. Focuses on retail, manufacturing and financial

services in India.
HP India
Global CRM service provider. Focuses on banking and insurance in India.
All e Technologies
(Alletec)
Local CRM service provider in India. Focuses on healthcare providers, building

material industry and online retailers, including travel.
Tectura
Global CRM service provider. Focuses on manufacturing in India.
Pragmasys
Local CRM service provider in India. Focuses on financial services and

manufacturing.
C Centric Solutions
Local CRM service provider in India. CCS' initial focus was mainly in the financial
and insurance industries, and it now has expanded its solutions to the
manufacturing and services industries.
Avanade

manufacturing in Japan.
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Country
Vietnam
Partner Name
Hitachi Solutions
Japan-based global CRM service provider. Focuses on banking, insurance,

capital markets, health plans, professional services, manufacturing, oil and gas,
and retail in Singapore.
Computer
Engineering &
Consulting (CEC)
Local CRM service provider in Japan. Focuses on sales force automation (SFA)
for Japan-specific customization. Strong in manufacturing and the financial
services sector.
OKI
Local CRM service provider in Japan. Focuses on contact center solutions in

various industries in Japan. It is targeting midsize call centers of approximately 30
to 50 seats as an average.
SCSK
Japan-based global CRM service provider. Focuses on retail, consumer and

services.
Fujisoft Technology
Japan-based global CRM service provider. Focuses on retail, consumer and

services.
Sequent Asia IT
Local CRM service provider in Vietnam. Focuses on financial services and retail.
Source: Gartner (October 2014)
Representative Vendors
The vendors listed in this Market Guide do not imply an exhaustive list. This section is intended to
provide more understanding of the market and its offerings.
Gartner asked each of the representative vendors to respond to a short survey about their
capabilities in Microsoft Dynamics CRM implementation. Vendors that did not respond to our
survey by the deadline were excluded at this time, because there is no way to confirm the
correctness and completeness of the information.
Agtiv Consulting
Agtiv Consulting is a privately owned company that was founded in 2008. It is a Microsoft Gold
Certified Partner in CRM that provides collaboration and content. It is a boutique Dynamics CRM
implementation service provider, with most of its business in Malaysia (see Table 2).
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Table 2. Agtiv Consulting

Company headquarters
Kuala Lumpur, Malaysia
Countries in APAC in which

it has served customers
Malaysia, Singapore
Length of relationship with

Microsoft
Five years
Vendor's packaged software

options
None
Types of services provided
Agtiv provides end-to-end implementation and deployment services, including define,

design, develop and deploy. It also provides training, maintenance and support
services.
Number of Microsoft
Dynamics CRM resources
20
Functional areas of CRM

served
Sales, marketing, customer service and cross-CRM functions
Focus industries
Financial services, insurance, communications and media
Popular use cases
Customer onboarding and fulfillment product based on Dynamics CRM for financial
services, communications and the media industry for managing the end-to-end
processing of customer onboarding and fulfillment
Vendor's deployment
options
Agtiv supports customers in the online and on-premises deployment of Dynamics

CRM.
Areas of differentiation
Time-to-market: Agtiv has products that are "ready-made" and can be

deployed within three months.
Local understanding: Agtiv focuses on the Malaysian market, and its

understanding of the local business environment and industry know-how
make it a competitive implementation vendor. The products and services
are also competitively priced, compared with Tier 1 SIs.
Customer base in Malaysia: Agtiv has products that are being used by
some of the largest companies in financial services, insurance, and the
communications and media industry in Malaysia.
All e Technologies
All e Technologies (Alletec) has been a provider of Microsoft Dynamics ERP, CRM, collaboration
and mobility solutions since 2000. Alletec is part of Microsoft's global elite "inner circle."
Headquartered in Noida (see Table 3), Alletec's Indian operations cover Chennai, Mumbai and
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Kolkata. International operations include the United Arab Emirates (UAE) and Switzerland. Major
lines of business (LOBs) include Microsoft Business Solutions (Microsoft Dynamics CRM, AX and
NAV); IT services (collaboration solutions with SharePoint and Mobility); product engineering (AX
and NAV); and sustained engineering, (localization development and testing services for NAV and
AX for Microsoft).
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Table 3. All e Technologies

Noida, India
Countries in APAC in
which it has served
customers
Primarily in India
Length of relationship
with Microsoft
13 years
Vendor's packaged
software options
None
Types of services
provided
Consulting services on strategy and architecture
CRM application development and integration
CRM deployment, training and support
CRM application management
Number of Microsoft
Dynamics CRM
resources
30

served
Sales, marketing, customer service, field service and e-commerce
Focus industries
Healthcare providers, building material manufacturers, real estate, construction, service

industry and online retailers, including travel
Popular use cases
Tender management system on CRM: Can be used by organizations that

participate in bidding processes and involve multiple departments to
successfully bid. The solution has built-in guided processes, from deal
qualification to tender development, site survey, estimation, joint venture
(JV) assessment and Enterprise Management Division (EMD) recovery
process.
Agent desktop for contact center, integrated with Avaya telephony system:
Can be used by a contact center for developing a 360-degree view of the
customer. Integrated agent desktop shows opportunities, past and open
orders, previous interactions and open cases.
Field service process built on Dynamics CRM: Can be used by organizations

that provide extensive after-sales support, installation and other services to
customers. This solution helps field service engineers manage service
activities, update services, book material consumption and close cases.
Vendor's deployment
options
Alletec supports customers in online and on-premises deployments of Dynamics CRM, as

well as the partner-hosted model.
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Alletec is an important implementation partner in the India market for Dynamics CRM.
Solutions have been designed for the industries of focus and have strong customer
references. Strong functional and technical knowledge enables solution integration with
other customer systems.
Asterisk Computer
Asterisk Computer is a boutique Microsoft Dynamics NAV and CRM implementation service
provider in Singapore (see Table 4) that focuses on the financial services industry, manufacturing
and FMCG distribution.
Table 4. Asterisk
Singapore
Countries in APAC in which it has served

customers
Singapore and Malaysia
Length of relationship with Microsoft
10 years
Vendor's packaged software options
None
Types of services provided
CRM design, consultancy, strategy, architecture, development,

integration services and application management
Number of Microsoft Dynamics CRM

resources
10
Functional areas of CRM served
Sales, marketing, call center and contract management
Industries in which the vendor competes
Financial services, agile manufacturing and FMCG distribution
Vendor's deployment options
Asterisk mainly supports customers' on-premises deployments of

Microsoft Dynamics CRM.
Asterisk focuses on the Singapore market. Its understanding of the

local business environment and its know-how in the industries in which
it plays make it a competitive boutique implementation vendor. The
products and services are also competitively priced, compared with
Tier 1 SIs.
Avanade Asia/Pacific
Avanade Asia/Pacific offers business technology solutions and managed services that focus on
Microsoft technologies. Avanade, which is majority owned by Accenture, was founded in 2000 by
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Accenture and Microsoft. Avanade is one of the largest implementation service providers for
Dynamics CRM in the region (see Table 5).
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Table 5. Avanade Asia/Pacific

Company
headquarters
APAC headquarters in Singapore
Countries in APAC
in which it has
served customers
Japan, Singapore, Malaysia, China, Australia and New Zealand
Length of
relationship with
Microsoft
14 years
Vendor's packaged
software options
With the heritage of the founding companies Accenture and Microsoft, Avanade has dedicated
its focus of CRM on Microsoft technologies. It has developed accelerators and assets specific
to Microsoft Dynamics CRM to form its CRM offerings: Avanade CRM for Contact Centres,
CRM for Sales Management and CRM for Marketing Management, as well as Avanade xRM
(extended CRM solutions).
Type of services
provided
Avanade offers customer experience design, architecture, CRM SI and managed services.
Number of
Microsoft
Dynamics CRM
resources
Avanade has more than 70 dedicated professionals based in the APAC region who are focused
on Dynamics CRM. Globally, Avanade has more than 650 dedicated personnel focused on
Dynamics CRM. Among them, 440 are part of Avanade Global Delivery Network.
Functional areas of
CRM served
Sales; marketing; CRM customer service contact center; case, grants and rebates
management; contracts management; digital commerce; and loyalty management
Focus industries
Resources/utilities, health, communications, media and technology, high-tech manufacturing

and manufacturing
Popular use cases
Avanade Contact Center Solution (ACCS): The solution is designed to support

multisite contact centers fielding inbound customer inquiries, including problem
handling and resolution, general questions/inquiries, enrollment processing and
purchase support. Common functionalities include unified contact center agent
desktop, customer portal, agent collaboration, knowledge management
integration, computer telephony integration, agent performance management,
workflows and incentive management, including gamification.
CRM for Marketing Management: Common functionalities include customer data

segmentation, campaign planning and execution, analytics and marketing
resource management (MRM).
xRM Extended CRM Solutions: The solution combines Microsoft Dynamics CRM
2013 platform with Avanade's CRM development platform, including extendable
and reusable CRM components for customers to create custom CRM solutions,
which are cheaper and faster to deploy than traditional software development
methods. Common extended functionalities include accountability management,
case, grants and rebates management and partner relationship management.
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Vendor's
deployment options
Avanade supports customers in both online and on-premises deployments of Dynamics CRM.
In addition, Avanade has made available Avanade Online Services (AOS) for CRM. AOS offers
its SaaS-based Microsoft Dynamics CRM with outsourced applications, infrastructure, support
and maintenance from Avanade's six data centers across North America, Europe and the APAC
region. In the APAC region, the data center is located in Singapore. AOS gives customers
choices in several deployment options dedicated, shared and customer-hosted.
Areas of
differentiation
Avanade is one of the largest Dynamics CRM implementation partners in the

APAC region and is backed by a strong global Dynamics CRM delivery
capabilities. It deploys 10% of all Dynamics CRM seats worldwide. Globally,
Avanade has been awarded the Microsoft Partner of the Year Alliance (SI) eight
years in a row.
Avanade has breadth and depth of the full Microsoft platform: Microsoft Office,
Exchange, SharePoint, Lync, BizTalk, Microsoft Dynamics AX and Microsoftcentric infrastructure knowledge. A large portion of its business is working on
moving enterprise clients to the cloud infrastructure services and collaboration
suite, led by Microsoft Azure and Office 365. This paves the way for potential
customers with a common architecture for Microsoft Dynamics CRM adoption. In
addition, as Sitecore's global partner, Avanade has experience integrating
Dynamics CRM with Sitecore.
With a strong infrastructure and managed service arm, Avanade can provide
services and support for Microsoft Dynamics CRM On-Premises, and it supports
customers in transition to a cloud model, which includes a private cloud, public
cloud or a hybrid cloud model.
Avanade has been Microsoft's Mobility Partner of the Year for 2012, 2013 and
2014, and has a separate user experience design consulting team. It has a good
combination of cross-platform technical expertise and experience-driven design,
which supports its customers in their mobile CRM strategies.
C Centric Solutions
C Centric Solutions (CCS) is a boutique CRM solution consulting and implementation services
company headquartered in Bangalore, India, with development centers in Bangalore and Mumbai
(see Table 6). CCS has been an Aptean-Pivotal CRM implementation partner since 2007, and, in
2012, it became a Microsoft Dynamics CRM and an Oracle CRM implementation partner. CCS'
initial focus was mainly in the financial and insurance industry, and it has now expanded its
solutions to manufacturing and services industries.
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Table 6. C Centric Solutions

Company
headquarters
Bangalore, India
which it has served
customers
Primarily in the Indian subcontinent, CCS is expanding its market reach to the Association of
Southeast Asian Nations (ASEAN) countries, as well as the Kingdom of Saudi Arabia,
Bahrain and the UAE.
with Microsoft
1.5 years
Vendor's packaged
software options
CCS has built a number of vertical industry solutions and horizontal solutions on top of the
various principal CRM solutions. Some of these include industry solutions for retail and
commercial banking; industry solutions for life and general insurance; industry solutions for
capital markets; and horizontal solutions, such as customer service SLA management, with
support for multilevel turn-around times and configurable customer profile completeness
indicators.
Types of services
provided
Consulting, solution implementation, application integration, testing, support and application

management for CRM
Number of Microsoft
Dynamics CRM
resources
30
Functional areas of
CRM served
Sales, customer services, marketing and social relationship management
Industries in which the

vendor competes
The primary focus is banking and financial services, including insurance.
Popular use cases
Vertical solutions on CRM platforms: CRM solutions for retail banking,

commercial banking, mutual funds, insurance (life and general) and capital
markets solutions built on Dynamics CRM and Pivotal CRM platforms; vertical
solutions for real estate (Homebuilder vertical)
Solution extensions: collections and renewals management, sales performance

management, retail lead management and automatic update of sales hierarchy
Bolt-on mobility solution supports online/offline and feature phones to

smartphones and devices
Vendor's deployment
options
CCS supports customers in both online and on-premises deployments of Microsoft

Dynamics CRM.
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CCS has been in the CRM business for more than six years. With Pivotal CRM,
it has accumulated extensive industry know-how in the financial industry and
has deployed large CRM systems integrated with core systems, such as
banking, loan origination, credit cards, policy management systems, trading
back-office systems, ERP systems, and channel systems on email and
telephony. The knowledge is transferrable to the Dynamics CRM practice and
the industry solution extensions originally developed for Pivotal CRM have
been extended to Dynamics CRM.
CCS focuses on the Indian market and its understanding of the local business
environment. Know-how in the industries in which it competes makes it a
competitive boutique implementation vendor. The products and services are
also competitively priced, compared with Tier 1 SIs.
Delivery capability on social and mobile.
Social: CCS has done more than three social CRM implementations
covering social media listening, engaging and social media marketing. It
has also done customizations to integrate principal CRM systems with
social media sites, such as LinkedIn, Facebook and Twitter through its
respective APIs.
Mobile: CCS has done several mobile-facing CRM deployments. CCS has
a homegrown mobile application that can integrate with the back-end
CRM and support multiple device OSs, such as Android, Symbian,
BlackBerry and iOS.
HCL Technologies
Headquartered in Noida, India, HCL Technologies is a global SI with a CRM practice that spans
multiple software packages, ranging from Dynamics CRM, salesforce.com and Oracle to SAP, as
well as service offerings that range from transformational (consulting practice), implementation,
application support and migration (see Table 7). HCL focuses on delivering integrated customer
experience solutions that leverage social, mobility, analytics and migrating customers' legacy onpremises solutions to cloud-based CRM solutions.
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Table 7. HCL Technologies

Company
headquarters
Global headquarter in Noida, India
Countries in APAC
in which it has
served customers
Australia, China, India, Japan, Singapore, Malaysia, Thailand, Indonesia, Philippines, Vietnam
and New Zealand
Length of
relationship with
Microsoft
More than a 25-year relationship with Microsoft; more than 11 years for Microsoft Dynamics
CRM
Vendor's
packaged software
options
FinEdge Advisory: Banking is a preconfigured solution, based on Microsoft Dynamics CRM. It is

designed to be the multichannel CRM product of choice for midsize to large banks by
incorporating features across customer, sales, marketing and service modules, to enable banks
to manage customer relationships more profitably, while enhancing customer engagement levels
across products functions, and to help banks deliver an "actionable" 360-degree customer view
across all customer touchpoints.
FinEdge Insurance: This solution is designed to promote customer experience scores of the
insurers through features across channel, sales, marketing and service functions. It helps
insurers deliver superior products and services across the channels through an actionable 360degree customer view, through integration with business systems and partners systems, across
all customer touchpoints, including mobile, social media and Web portals. It enables insurers to
manage customer relationships more efficiently and profitably through the visibility of cross-sell/
upsell opportunities and integration to prospecting tools, thereby enhancing customer
engagement levels and increasing wallet share. It enables the insurers to manage channel
effectiveness through just-in-time sales planning, budgeting and advanced campaign
management across the channel and product functions. The Financial Services Authority (FSA)compliant complaint management and customer feedback/survey enables insurers to maximize
customer loyalty through service governance.
FinEdge Wealth Advisory: Built over FinEdge CRM, this solution leverages the strong
relationship structure and flexible tools of Microsoft Dynamics CRM foundation. FinEdge Wealth
Advisory solution is built on the CRM foundation to extend the wealth of information about
customers and their characteristics and preferences, available with CRM, to the advisor, and to
also empower the advisor with all the collaboration tools and the facilities available within CRM
for carrying out campaigns and prospect tracking. The solution uses other rich, versatile, and
interactive products and development tools from Microsoft, such as SharePoint, Silverlight and
Windows Workflow Foundation. The Wealth Advisory component includes Risk Profiling, Asset
Allocation, Financial Planning, Model Portfolio, Market Research, Trade Order Initiation, Portfolio
Analytics and Social Networking.
HCL's Member Experience Management Solution for Healthcare Payers on the Microsoft
Dynamics CRM platform enables them to provide a differentiated experience to their existing
and prospective customer base. The solution suite uses a multichannel approach that enables a
health plan to use the most appropriate channels to communicate with their customer base. The
backbone of this solution suite is the Experience Layer, which consists of a CRM suite and
portal solutions. Need analysis and health risk analysis tools assist members and prospects in
making educated decisions about their health. The solution also integrates a Campaign
Management module for driving targeted campaigns. The Analytics module provides a 360degree view of the customer and supports communications across multiple channels, without
losing information.
HCL's Citizen Services Solution: Developed on the Dynamics CRM platform, it offers
opportunities for governments and public-sector organizations to transform service delivery to
meet the needs of citizens. It helps public-sector organizations improve services and integrates
transparency in the process. It ensures the integrity of citizen-centric government programs by
creating accurate and complete views of citizen information from data contained in multiple,
disparate systems, regardless of which agency holds that data.
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HCL, in collaboration with WMS, has developed GamEdge CRM Solution, a patron management
system combines the functionality of CRM and loyalty management with capabilities of business
intelligence (BI) to help gaming companies optimize the customer experience and revenue
generation. GamEdge integrates with other casino, hospitality and retail management systems
to provide staff with a unified real-time view of customers. This solution, is based on Dynamics
CRM, and enables casino operators to deliver a more consistent and personalized service to
customers, while maintaining real-time communications with the casino floor.
Types of services
provided
Consulting (CRM strategy, architecture and operations services)
CRM application development and integration and data migration
Deployment (project and change management; end-user training)
CRM application management, covering application support and enhancements
CRM transformation
Custom application development
CRM migration
Number of
Microsoft
Dynamics CRM
resources
Worldwide, HCL has more than 400 resources in Microsoft Dynamics CRM, with 40 in the APAC
region, excluding India, and more than 250 resources in India.
Functional areas of
CRM served
Sales, service, marketing, e-commerce, field service and cross-CRM functions
Industries in which
the vendor
competes
Process manufacturing, discrete manufacturing, retail, public sector, financial services,

transportation, services, media and entertainment and publishing, life sciences and healthcare,
energy and utilities
Popular use cases
Enterprise CRM for regional banks with key features, such as:
Single customer view: integrated view of customer across LOBs and region
Streamlined and integrated processes for sales, service and marketing functions
Operational, collaborative and analytical capabilities
Knowledge base and simulators
Decision engine/real-time interaction manager integration
Modular and scalable architecture for integration across all business entities and
application silos
Flexibility to access CRM from anywhere using any device
Simplified graphical user interface (GUI), business flows to ensure higher user
adoption
Customer service application implementation covering case management, agent desktop, SLA,
queuing, task management, etc., with an integrated self-service portal for customers/citizens.
Page 19 of 50
CRM for corporate banking: Contact management, interaction management and regional
customer view (with all subsidiaries and shareholding pattern), group exposure across product
categories and regional client coverage mapping
xRM applications on Dynamics CRM platform: This accelerates the creation of LOB applications
by leveraging the Dynamics CRM framework, which includes database, user interface,
workflows, reporting engine. Some of the common industry requirements are:
Certification/training management
Asset/fleet management
Dealer management
Logistics and task management
Vendor's
deployment
options
HCL supports customers in online and on-premises deployments of Dynamics CRM.
Areas of
differentiation
Vertical solutions and accelerators: Strong industry focus with a value-driven and
intellectual property (IP)-based go-to-market approach. HCL's financial services
solution, FinEdge, has been chosen by large banks to optimize the total cost of
ownership (TCO) of their Dynamics CRM implementations. The hospitality
solution, GamEdge, is being used by a large casino and a leading cruise operator.
The Citizen Services CRM solution is used by three government agencies in
Singapore (more than 5,000 users).
Deep product expertise: HCL's Microsoft Dynamics Center of Excellence (COE)

team has deployed and maintains more than 50 CRM deployments within
Microsoft as part of the ongoing relationship between HCL and Microsoft. This
team works on upcoming releases of CRM and ensures that all of HCL's IP, such
as FinEdge, is upgraded as Microsoft releases a new version. This helps
customers in CRM upgrades.
Mature and proven implementation methodology for multicountry CRM rollout.

Reusable tools and utilities streamline CRM implementations, such as Smart
Agent Desktop for computer-telephony integration (CTI)/interactive voice
response (IVR) integration, test automation framework, data scrubber, auto code
generator, user management tool, workflow monitoring dashboards, etc.
Skill sets across Microsoft technologies required for large-scale Dynamics CRM
deployments: Composite content application (CCA), SharePoint, Lync, server
technologies, development technologies, network, database and SQL Server
Analysis Services/SQL Server Reporting Services (SSAS/SSRS) or SQL Server
Integration Services (SSIS)
HP APJ
HP is one of the global SIs with a CRM practice that spans across multiple software packages
ranging from Microsoft Dynamics CRM, salesforce.com, Oracle and SAP and service offerings that
range from strategy development, solution design, build and operation (see Table 8). HP is one of
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the largest implementation partners for Microsoft Dynamics CRM in the APAC region, with
accreditation of Microsoft Gold Partner, Inner Circle and Presidents Club Member.
Page 21 of 50
Table 8. HP APJ
APAC region headquarters in Singapore
which it has served
customers
India, China, Hong Kong, Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines,
Vietnam, New Zealand and Japan
with Microsoft
30 years
Vendor's packaged
software options
HP has developed industry accelerators and vertical solutions based on Dynamics CRM
that reduce costs and implementation times
Type of services
provided
CRM consulting, development, integration, deployment, application management and

business-specific solutions
Number of Microsoft
Dynamics CRM
resources
100 in the area of consulting, implementation and integration

served
Functionalities provided in the CRM areas of sales, marketing, service and customer
experience, such as sales transformation, asset management, call/contact center,
analytics, mobility and portals and social engagement management, but typically wrapped
into complete business processes, such as branch automation, loan origination, case
management and dealer management.

vendor competes
Financial services: Retail banking, public sector and automotive
Popular use cases
Public sector: Case Management Accelerator for Public Sector
Financial services: Banking: Branch Transformation Accelerator
Financial services: Banking: Loan Origination Accelerator
Automotive manufacturing: OEM DMS Accelerator
Vendor's deployment
options
HP supports customers in online, on-premises and private cloud deployment of Dynamics

CRM.
Complete customer business solutions: Agile and flexible platform that

enables rapid deployment of business changes and a multiyear product road
map that incorporates best-of-breed products and HP IP solution
accelerators that reduce costs and implementation time.
Business process as a service (BPaaS): Ability to offer hybrid deployments

using cloud hosting models with consumption-based pricing (SaaS or
BPaaS). Predictable pricing model that replaces capital expenditures (capex)
with operational expenditures (opex) and frees up capital to be used for
investments that advance the mission.
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Help drive transformation for enterprise organizations toward value-based

business technology by integrating big data, mobility and social intelligence
with Dynamics CRM solutions.
Regional and global reach and scale.
Hitachi Solutions Asia/Pacific

Headquartered in Tokyo, Japan, Hitachi Solutions is a core member of Information &
Telecommunication Systems Company of Hitachi Group. Outside Japan, the company conducts its
business through key subsidiaries: Hitachi Solutions America in Irvine, U.S.; Hitachi Solutions
Europe in London, England; Hitachi Solutions Canada in Toronto, Canada; Hitachi Solutions India in
Chennai, India; and Hitachi Solutions (China) in Beijing, China. Hitachi Solutions develops its CRM
solution practice around Microsoft Dynamics CRM and the company has expertise in other
products in the Microsoft stack, from infrastructure to application (see Table 9). Globally, Hitachi
Solutions is a Gold Certified Partner for Microsoft in ERP, BI, CRM and Portals and Collaboration.
Hitachi Solutions was recognized by Microsoft as the 2014 Microsoft Dynamics CRM Global Partner
of the Year.
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Table 9. Hitachi Solutions Asia/Pacific

Company
headquarters
Hitachi Solutions is headquartered in Tokyo, Japan. In the APAC region outside Japan, the
company conducts its business through key subsidiaries, such as Hitachi Asia in Singapore,
Hitachi Solutions India in Chennai and Hitachi Solutions (China) in Beijing.
which it has served
customers
Singapore, Malaysia, Thailand, China, India, Japan, Indonesia, Brunei, Philippines and
Vietnam
with Microsoft
10 years
Vendor's packaged
software options
Hitachi Solutions has developed industry solutions around Microsoft Dynamics CRM, with
additional add-ons:
Banking CRM
Insurance CRM
Capital Markets CRM
Health Plans CRM
SRM (Stakeholder Relationship Management)
xRM for Oil and Gas
Type of services
provided
Management consulting, organizational change management, corporate performance

management (CPM), cloud computing, custom development and integration, portals and
collaboration, enterprise resource management and CRM business solutions implementation,
technical support, BI optimization, field service automation and mobility solutions
Number of trained
professionals
Hitachi Solutions has 50 Dynamics CRM resources in the area of consulting, implementation
and integration in the APAC region. The company has more than 250 trained professionals on
Microsoft Dynamics CRM globally.
Functional areas of
CRM served
SFA, marketing automation, customer service, social listening, mobile CRM, CRM analytics,
CRM vision and road map planning.
Focus industries
Banking, insurance, capital markets, health plans, professional services, manufacturing, oil
and gas, and retail
Popular use cases
Banking CRM: This CRM solution is built for the specific needs of financial
services organizations. Built on the framework of Dynamics CRM 2013, this
solution aims at transforming account-centric banks into customer-centered
enterprises. Banking CRM integrates with core banking systems and data to
deliver a complete 360-degree view of customers.
xRM for Oil and Gas: xRM is a relationship management system that can assist
companies in the oil and gas industry in areas such as planning and operations,
industry relationships and stakeholder relations. It provides an easy-to-use
system that supports quick analysis and tracking of people and activities to
enable users to maintain a holistic view of their company in the industry.
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Education CRM: This is a CRM solution built to help educational institutions

manage students' relationships with limited resources available, track and
improve employees' and students' performance, streamline recruitment
processes, improve sales and marketing effectiveness, and provide students
and parents with self-service options.
Vendor's deployment
options
Online, on-premises and hybrid combinations
Areas of
differentiation
Implemented Dynamics CRM systems for more than 10 years, with more than
1,500 Dynamics CRM deployments worldwide.
Hitachi Solutions Dynamics CRM group is one of the largest among global SIs.
Microsoft Gold Certified Partner in CRM and 2014 Microsoft Dynamics CRM
Global Partner of the Year.
Ignify
Ignify is a global Microsoft Gold Certified Partner and winner of Microsoft Worldwide Partner of the
Year in 2011, 2012 and 2013, specializing in the Microsoft Dynamics line of products.
Headquartered in Long Beach, California, Ignify is interested in expanding in the APAC market. It
has customers and project resources in a number of countries in the region: Singapore, Philippines,
Hong Kong, Thailand and India (see Table 10).
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Table 10. Ignify

Company
headquarters
Long Beach, California, U.S.
which it has served
customers
Singapore, Philippines, Hong Kong, Thailand and India
with Microsoft
15 years
Vendor's packaged
software options
Ignify has complementary products built on top of Dynamics CRM:
CRM for Banking: This is a tailored add-on for banks that includes client
profiling, customer onboarding, relationship value, loan management, deposit

management, etc.
Type of services
provided
CRM for Insurance: This is an add-on to Microsoft Dynamics CRM for Insurance
that includes new policy pipeline management, policy renewals and claims
management.
Loyalty Management: This complete loyalty management solution offers

omnichannel loyalty management, including points accrual and redemption.
CRM installation
Business process guidance for sales, customer service, client management and
marketing
CRM application development
System integration
CRM configuration and deployment
CRM application management and support
Number of Microsoft
Dynamics CRM
resources
There are 160 in the APAC region. Worldwide, Ignify has approximately 250 Microsoft
Dynamics CRM resources.
Functional areas of
CRM served
Sales, marketing, customer service, loyalty management, event-based activities, e-commerce

and BI
Industries in which
the vendor competes
Banking and insurance, retail and consumer goods
Popular use cases
Insurance: Life and non-life-insurance company providing a complete solution,

including new policy acquisition, automated policy renewal, policy pipeline
management, customer service for policy holders, claims management and
claims tracking for policy holders.
Banking: Customer onboarding and verification in banks, customer service and

case management via multiple channels, including online.
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Retail: Complete omnichannel experience for clienteling. Customer buys online

and in-store. Single customer master in CRM showing all customer interactions
and purchase history. Fully integrated, multichannel loyalty management.
Vendor's deployment
options
Ignify supports customers in online and on-premises deployment of Microsoft Dynamics

CRM.
Areas of
differentiation
Vertical industry solution built for insurance, banking and retail (loyalty
management and e-commerce).
Rich online experience more than 300 e-commerce Web stores with loyalty
management and the ability to understand customer behavior online.
Processed more than $10 billion in revenue online with the E-Commerce for
Dynamics and Order Entry for Dynamic solutions.
Consultants that have industry experience e.g., team members in financial

services industry practice have worked at major international banks.
Delivery capability on social, mobile and big data analytics. Social integration
with Facebook and Twitter with Microsoft Dynamics CRM; 40% of deployments
are mobile-enabled and, from 2014, 100% of the deployments are expected to
be mobile. Big data analytics are tailor-made for dashboarding, such as
customer service performance dashboards, and marketing campaign
management dashboards.
iMatriz Solutions
iMatriz Solutions is a Singaporean IT company and channel partner for Microsoft ERP and CRM
(cloud/on-premises). iMatriz Solutions provides best-of-breed solutions to SMBs to integrate their
core business functions into a single, integrated IT platform and facilitates information flow between
all business functions inside the organization, and manages connections to outside stakeholders
with technologies to increase productivity and improve profitability at an affordable price. iMatriz
Solutions has been selling its Rapid Deployment Solutions (RDS) in Singapore, Malaysia, Indonesia
and India for the past 10 years (see Table 11).
Page 27 of 50
Table 11. iMatriz Solutions

Singapore
Countries in APAC in which it has

served customers
Singapore, Malaysia, Indonesia and India
Length of relationship with Microsoft
2.5 years
Vendor's packaged software options
RDS package for Dynamics CRM for sales, marketing, social and service
Type of services provided
CRM application development and integration, deployment, training and

support
Number of Microsoft Dynamics CRM

resources
More than 25
Functional areas of CRM served
Sales, marketing, customer service, social and mobility interfaces
Industries in which the vendor

competes
Travel and hospitality, education and training, charity organizations, customer

service and spa services
Popular use cases
RDS package for Dynamics CRM for sales, marketing, social and service
Vendor's deployment options
iMatriz Solutions supports customers in the online and on-premises

deployment of Microsoft Dynamics CRM with mobility and point of sale (POS)
interfaces.
Rapid deployment method: RDS targeting to implement the

solution within 30 days
Cloud CRM deployment experience for SMBs
Industry templates
Cost-competiveness
Team competency
NEC Australia
NEC Australia was founded in 1969 in Mulgrave, Victoria. NEC headquarters is located in Tokyo,
Japan, and was founded in 1899. There are 109,000 employees working for NEC worldwide and
1,500 for NEC Australia. NEC Australia has close relationships with a range of software vendors in
its customer experience practice, including Oracle RightNow, Microsoft Dynamics and NetCracker
Technology. NEC has worked with Microsoft Dynamics CRM since Version 1.0 from the early
adopter program (see Table 12). It has approximately 195 deployments across Australia, for both
public and private organizations.
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Table 12. NEC Australia

Company
headquarters
Global headquarters in Tokyo, Japan
Countries in APAC
in which it has
served customers
Australia
Length of
relationship with
Microsoft
19 years
Vendor's
packaged
software options
NEC offers a range of quick-start packages across various domains and verticals.
Apart from these solutions, NEC wholly owns NetCracker Technology, a subsidiary of NEC, a
technology partner for communications service providers and cable operators offering
comprehensive, end-to-end solutions and delivery capabilities for real-time experience in an ondemand world.
Type of services
provided
Business and strategic consulting
Implementation and governance services
Benefits identification and realization
Contact center optimization
Multichannel customer experience design and implementation
Web portal design and implementation
Network optimization services
Customer analytics and BI solution design and implementation
Strategy and architecture design
CRM definition, design, implementation, testing and change management
Contact center (IVR/CTI) and CRM integration
Contact center workforce management
Number of
Microsoft
Dynamics CRM
resources
45
Functional areas
of CRM served
Major:
Customer analytics
Voice of the customer (VoC)
Enterprise application integration (EAI)
Sales opportunity management
Page 29 of 50
Sales effectiveness
Sales performance management
Sales analytics
CRM customer service contact centers
Web customer service
Contact center workforce optimization
Contact center infrastructure
Service analytics
Social for customer service
Customer service VoC
Mobile service applications
Minor:
E-commerce storefront
Industries in which
the vendor
competes
Page 30 of 50
Product management
Master data management (MDM) for customer data
Online selling
Marketing analytics
Field force optimization
Social for marketing
Integrated marketing management
Multichannel campaign management
Social for sales
Peer-to-peer community support
Parts planning
Contract/warranty
Dispatch and repair
Depot repair
Sales VoC
Healthcare, education, human services, local government, stakeholder management,

professional organizations, statutory bodies and associations
Popular use cases
NEC offers a range of quick-start packages across various domains and verticals. The key ones
are:
Integrated stakeholder management: The NEC integrated stakeholder
management solution is designed so that organizations can engage confidently

with stakeholders and manage, track and report on all interactions via a simple
dashboard.
Vendor's
deployment
options
Coordinated case management: NEC's case management solution provides

systematic marketing, business development and client care tools. The solution is
designed to help organizations better manage relationships, grow business and
drive profits, while improving client satisfaction.
Business asset management: The NEC business asset management solution

enables organizations to track, manage and service business assets. From
buildings or billboards to equipment, merchandise and IP, this solution provides a
structured view of assets and inventory, as well as enhanced management and
reporting.
Foundation event management: NEC has developed foundation event

management to manage the requirements of a diverse range of event and
sponsorship projects and activities, enabling effective management, tracking and
reporting via a simple dashboard.
NEC Australia provides customers options of using the solution on the cloud, as well as onpremises:
Dynamics CRM Online provides NEC's capability to design, develop, deploy, host
and maintain clients' CRM applications. NEC can host CRM applications using
Microsoft's worldwide data centers. If needed, Microsoft's Azure technology can
ensure that the solution is fully scalable in line with the number of users accessing
a system at any time.
Areas of
differentiation
NEC Cloud provides CRM within a cloud platform. The NEC Cloud facility is
hosted in secure data facilities in Australia and managed with ITIL-compliant and
ISO 27001 frameworks.
Hybrid Cloud is an extension of clients' networks or applications, a public or

shared cloud, or a private dedicated cloud to satisfy business needs. In addition,
to the dedicated cloud services team, it provides access to a security-cleared,
leveraged managed services team that provides dynamic scale-up support during
peak demands or large, resource-intensive projects.
On-premises, NEC can deploy CRM in-house with Dynamics CRM for high control
and flexibility. Organizations can take advantage of integration with their Microsoft
Office productivity applications and use their on-premises CRM solutions from
within Microsoft Office Outlook. They can also achieve integration with the
Microsoft server infrastructure.
Unified communications (UC): NEC's UC capabilities bring together the capability

of knowing the customer (CRM) with the ability to communicate with customers via
their preferred channels, including phone, chat, face-to-face queue management
technologies and Web.
Page 31 of 50
Mobile solutions R&D capability: NEC Australia uses technical expertise in mobile
platforms to develop custom mobile solutions for a range of customers to enhance
their customer's and internal user experiences. Examples include mobile
fingerprint solutions and tablet emergency services dispatch solutions.
End-to-end capability: One of NEC's key differentiators is end-to-end capability as

a skilled SI, with the ability to create synergies across platforms and solutions.
NEC has custom development and BI teams creating apps and solutions related to
social. It creates custom data connectors using social network APIs, alongside a
reusable data mart.
NEC has developed capabilities to address the main challenges of big data, which
can be broken into key areas: large volumes of data, complex data structures from
multiple sources and nontraditional data sources. NEC has a range of solutions to
handle data storage, quality, modeling and security. The NEC team can implement
and integrate off-the-shelf solutions or custom-build analytics and modeling
dashboards to provide advanced business insights.
NEC's investment in the NEC Cloud a platform as a service (PaaS) solution

brings good flexibility to NEC in providing services to customers. Customers may
choose vendor-hosted solutions, NEC-provided and supported, or on-premises
solutions (with the option for NEC-managed services). All NEC Australia's cloud
services are based onshore at secure, state-of-the-art data centers. With this
capability in place, NEC is able to ensure the reuse of components and
consolidated solutions that focus on delivering improved and differentiated
customer services at reduced cost. Examples include prepackaged CTI
integration; facial recognition embedded within the customer experience process
and enhanced mobile experiences integrated into CRM software.
OBS (eSavvy)
In May 2014, Sydney-based Microsoft Dynamics CRM implementation service provider OBS
(eSavvy) was purchased by an Australian-listed IT services company, Empired Ltd. At the time of
this research, eSavvy is being integrated into Empired's OBS business unit. In this research, we use
OBS to represent the combined capability of eSavvy and Empired OBS.
OBS is a Microsoft Dynamics CRM service provider based in Australia that is focused on Dynamics
CRM; however, it also does work involving Microsoft SharePoint, Cloud and other Microsoft
technologies. OBS has customers across Australia and some within the APAC region and has
performed more than 250 deployments of Dynamics CRM. OBS is Microsoft's preferred Dynamics
CRM Online partner in Australia, with all "Click to Trial Leads" for Dynamics CRM Online being
forwarded through. About 90% of its customers deploy Dynamics CRM Online (see Table 13).
Averaging approximately 55 deployments of Dynamics CRM per year, OBS is an important player in
Australia among the implementation partners.
Page 32 of 50
Table 13. OBS

Company
headquarters
Sydney, Australia
Countries in APAC
in which it has
served customers
Primarily in Australia, with a smaller number of accounts in Hong Kong, Singapore, New
Zealand and Korea.
Length of
relationship with
Microsoft
15 years
Vendor's packaged
software options
OBS maintains partnerships with a number of ISVs, including ClickDimensions for marketing,
Adxstudio for portals, Experlogix for sales, Crusade for World Revival (CWR), Remote Solutions
Company (Resco) for mobility and proRM for project management. OBS has solutions that are
sold on top of Dynamics CRM. This is prebuilt IP (configuration and customizations) within the
Dynamics CRM framework solutions framework. OBS has developed solutions for:
HR case management
Type of services
provided
Document generation tool that provides single-click document creation
Government stakeholder management
High-volume case management
A mobility client platform for Dynamics CRM
Australian localization
Global search
Clinician recruitment for the healthcare industry
Strategy, business process re-engineering and change management
Prepackaged offerings designed to help customers answer key questions

concerning Dynamics CRM deployments
End-to-end solution for Dynamics CRM implementation services
Office 365, SharePoint and BizTalk integration services
Services around Adxstudio Portals, ClickDimensions, Experlogix, CWR, Resco

and proRM .NET Development
Project management
Architecture planning and design
Ancillary services, such as identity management
Solution development
Testing
Page 33 of 50
Postimplementation support
Number of
Microsoft Dynamics
CRM resources
More than 40
Functional areas of
CRM served
Sales
Marketing and marketing automation
Customer service
xRM/Extended CRM/Dynamics CRM as a platform
Portals
Citizen management (i.e., CRM in the public sector)
Integration with the Microsoft stack (Office 365, SharePoint and Power BI)
General commercial, including manufacturing and professional services
Public sector, with a focus on New South Wales (NSW) state public sector and
the Australian federal public sector
Education
Health
Financial services (banks and financial planning)
SFA integration with Outlook and the rest of the Microsoft stack helps customers
with change management.
CRM customer and citizen service with a self-service portal: Several customers
deploy self-service portals in conjunction with CRM systems.
Marketing: Dynamics CRM and ClickDimensions offer one user interface and one
database for marketing automation, SFA and contact center.
Industries in which
the vendor
competes
Popular use cases
Vendor's
deployment options
OBS supports customers in both online and on-premises deployment of Microsoft Dynamics
CRM.
Areas of
differentiation
Microsoft product expertise: OBS has won 10 awards from Microsoft, based on
product expertise and customer service.
OBS expertise: OBS is Microsoft's No. 1 CRM Partner in Australia, having

performed more than 250 deployments of Dynamics CRM.
Dynamics CRM Online: OBS is Microsoft's preferred Dynamics CRM Online

partner in Australia, with all "Click to Trial Leads" for Dynamics CRM Online being
forwarded through. Most of its customers deploy Dynamics CRM Online.
OBS has expertise in Microsoft SharePoint and BI technologies, delivering on

workloads, including portals, information management and process automation.
Page 34 of 50
Skill sets include creative design consultants who can develop engaging user
interfaces that help with user adoption and satisfaction with new systems.
Delivery capability on social, mobile and big data analytics: OBS provides
delivery services around social, divided into internal social networking and
collaboration (e.g., Yammer) and external social networking (e.g., LinkedIn and
Facebook). OBS developed its mobility client around Dynamics CRM, which is
fully customizable and can be used as a mobility development platform. In big
data analytics, OBS has deployments of Dynamics CRM that involve a heavy big
data and analytics components.
PwC India
PwC India is the Indian branch of the global business and technology consultancy
PricewaterhouseCoopers. Its CRM practice focuses on Microsoft Dynamics CRM and SAP CRM
(see Table 14).
Page 35 of 50
Table 14. PwC India

PwC India has offices in Ahmedabad, Bangalore, Chennai, Delhi National Capital Region
(NCR), Hyderabad, Kolkata, Mumbai and Pune.
which it has served
customers
India
with Microsoft
Six years
Vendor's packaged
software options
None
Type of services
provided
PwC's expertise in analytical insight, digital engagement and experience design helps
clients focus the efforts across six key growth-generating platforms:
Customer-centered strategy
Closed-loop marketing
Next-generation sales
Progressive service
Innovative products
Profitable pricing
PwC India provides a wide range of implementation and operation services around
Microsoft Dynamics CRM. These include assessment, implementation, maintenance and
support, review and optimization, upgrade and modernization.
Number of Microsoft
Dynamics CRM
resources
There are 25 in Dynamics CRM, supported by an additional 35 experts in customer impact

consulting
Functional areas of
CRM served
Sales, marketing, customer service, field service, e-commerce and field sales

vendor competes
Manufacturing, financial services, logistics and transportation, distribution, services, real

estate and pharmaceutical
Popular use cases
Customer-centered strategy:
Channel strategy
Page 36 of 50
Customer-centric operating model
Customer segmentation
Go-to-market strategy
Market and growth strategy
Partner and alliance strategy
Postmerger integration
Upsell/cross-sell strategy
Closed-loop marketing:
Brand effectiveness
Sales and marketing measurement
Loyalty and retention
Marketing effectiveness
Marketing operations transformation
Media/trade spend effectiveness
Progressive service:
Offer development
Operations improvement contact center, financial services, service support,

order to cast, infrastructure, IT
Self-service
Service strategy
Vendor's deployment
options and ratios
The implementations PwC India has performed so far are mainly on-premises deployments
of Microsoft Dynamics CRM.
PwC's industry depth, hands-on functional experience and technology

enablement deliver bottom-line results.
Work with brand management and creative agencies that deliver services
where required.
Work with the CEOs, chief marketing officers (CMOs) and chief security
officers (CSO) drives revenue growth, using customer-centric themes.
Provides clients with solutions that go beyond social listening and lead to the
measurement and management of and engagement in social media
conversations.
PwC mobile capabilities cover the entire life cycle, from strategy through
delivery, helping address innovation, R&D, strategy, delivery, architecture, and
core development and mobilization frameworks that ensure that the right
offering is brought to market.
Sequent Asia IT
Founded in November 2011, Sequent Asia IT (SAI) is a local Microsoft Dynamics CRM
implementation service provider in Vietnam. For the Dynamics CRM practice, SAI is focusing on the
Page 37 of 50
Vietnam market where its development center is and where the CRM team is located. SAI is doing
turnkey project implementations of Microsoft Dynamics CRM in Vietnam (see Table 15).
Page 38 of 50
Table 15. Sequent Asia IT

Ho Chi Minh City, Vietnam, with the holding company in Hong Kong
which it has served
customers
Vietnam
with Microsoft
Three years
Vendor's packaged
software options
SAI provides a customer loyalty management system that is built (integrated) on Dynamics
CRM.
SAI developed a total solution based on Dynamics CRM for microfinance institutions that
includes CRM, loan origination and credit management.
Type of services
provided
Preimplementation: Technology evaluation, independent budget estimation,

Implementation and road map planning
Implementation: Requirement elicitation, solution design, software

implementation, development of value-added application, integration with
other systems contact center, SMS gateway, portal and BI
Postimplementation: Testing/user acceptance testing (UAT), training, system

evaluation, maintenance
Number of Microsoft
Dynamics CRM
resources
25
Functional areas of
CRM served
Sales, marketing, customer service and call center automation

vendor competes
Banking financial services and retail distribution
Popular use cases
Hundred-day implementation package includes an integrated key functionality

of Dynamics CRM across sales and customer service.
SAI's add-ons (e.g., social connector, SMS enablement, mass marketing

email add-on and Bing/Google map add-on) are used in most of its CRM
projects.
Vendor's deployment
options
The implementations of SAI performed so far are mainly on-premises deployments of

Dynamics CRM.
SAI developed a 100-day package for a customer that includes fixed

functionality and gave them confidence it would go live on the 100th day.
They then let the customer use the CRM for six months and do a Phase II
involving more-advanced functionality. This helps in price-sensitive markets,
such as Vietnam.
Page 39 of 50
SAI has developed an integration framework that supports the integration of

CRM with other enterprise systems (core banking, ERP, contact center, ecommerce, portal, etc.); banking financial services and retail distribution are
the main focused verticals.
To accelerate the project, SAI developed several add-ons social connector,

SMS enablement, mass marketing email and Bing/Google Maps, etc.
SAI has implemented integration of Dynamics CRM with Facebook and

LinkedIn for customer information capture. It also provides social media
analytics that support CRM capture of customer feedback from Facebook.
SMS Management & Technology

Established in 1986, SMS Management & Technology is a consulting, technology and SI company
headquartered in Melbourne, Australia (see Table 16). SMS has formal alliances with a number of
CRM software vendors, including salesforce.com, Oracle Siebel, Oracle RightNow, Microsoft
Dynamics CRM and Pegasystems.
Page 40 of 50
Table 16. SMS Management & Technology

Melbourne, Australia
which it has served
customers
Australia, Hong Kong and Singapore

Microsoft
12 years
Vendor's packaged
software options
None
CRM application development and integration, customer strategy, deployment,

application management, channel management, business optimization, customer
information management, and social media strategy and social enterprise
Number of Microsoft
35

served
SFA, service management, marketing management and customer MDM

vendor competes
Public sector, financial services and professional services
Popular use cases
Customer experience improvement, including customer experience design,

service design, analysis and business process improvement
Customer insights, including customer research, experience metrics and

customer analytics
CRM, including CRM diagnostics, CRM strategy including channel, mobile

and social media strategies and management, initiative road map
development, single customer view, sales process optimization and service
efficiency
Customer-centric transformation, including cultural change, employee

experience improvement, systems and operations, and change
management
Vendor's deployment
options
SMS supports customers in online and on-premises deployments of Dynamics CRM.
SMS has trademarked its suite of methods under the Compass brand,
which represents a series of best-practice concepts and approaches that
SMS would typically use for the delivery of its services.
With a 25-year history, SMS has a comprehensive range of domain

expertise and technical knowledge particularly for Australian market.
Page 41 of 50
SMS focuses on technical implementation, and it also has expertise and

methodologies for assisting clients in developing digital, CRM and social
customer engagement strategies.
Experience with customer-facing and enterprise mobile apps.
UXC Eclipse
UXC Eclipse was first established in NSW, Australia, in 1991. It delivers industry-specific and
vertical solutions on the Microsoft technology stack. In 2002, Eclipse became a part of a publicly
listed Australian investment company, UXC Ltd., and has offices in New Zealand, Fiji, U.S. and
Canada. UXC Eclipse is a leading member of the Microsoft-Certified Partner Network; GoldCertified for ERP and CRM. UXC Eclipse is one of the largest regional Microsoft Dynamics partners
in the APAC region (see Table 17).
Page 42 of 50
Table 17. UXC Eclipse

Sydney, Australia
which it has served
customers
Australia, New Zealand, U.S., Canada

Microsoft
15 years
Vendor's packaged
software options
None
Applications and business consultancy
Application development
Enterprise solutions and services
Project management
Business process management (BPM)
Support services (24/7) and training
Number of Microsoft
32

served
Activity management
Communications
Event management
Case management
Document management
Client management
Loyalty programs
Product management
E-commerce
Marketing analytics
Social for marketing and sales
Mobile service applications

vendor competes
Technology (particularly subscription economy companies), communications, media and

IT services and financial services
Page 43 of 50
Vendor's deployment
options
UXC Eclipse supports customers in online and on-premises deployments of Dynamics

CRM.
UXC Eclipse is one of the largest Dynamics CRM partners in the APAC
region, with more than 110 Dynamics CRM customers.
UXC Eclipse provides the customer with the complete value chain of
consult, design, build and operate.
Delivery capability on social, mobile and big data analytics. Social

omnichannel customer service changes service delivery from a companymanaged channel (normally the call center) to social networks, such as
Facebook, Google+ and Twitter. Mobile UXC Eclipse mobile service is a
framework that enables mobile devices to connect to back-end and LOB
systems, such as ERPs or CRMs.
Big data analytics Eclipse partners with other UXC Eclipse LOBs, such
as Advanced Encryption Standard (AES) and Applied Engineering
Solutions for services, such as big data.
Wicresoft
Founded in 2002, and headquartered in Shanghai, China, Wicresoft is Microsoft's JV, created by
the Shanghai Municipal Government and Microsoft. Wicresoft is one of Microsoft's largest partners
for Dynamics CRM in China, with more than 100 Microsoft Dynamics CRM products advisers and
more than 50 customers (see Table 18).
Page 44 of 50
Table 18. Wicresoft

Shanghai, China
Countries in APAC in which

it has served customers
China

Microsoft
12 years
Vendor's own packaged

software options
Wicresoft provides a customer portal that tightly links companies and end users. This
package is integrated with Dynamics CRM to provide customer service, product
recommendations, distribution and e-commerce.
The CRM App on mobile phone and tablet is another package from Wicresoft. It helps
sales representatives reduce paperwork costs, and it enables field service agents to
deliver service more exactly.
Consulting services on business strategy and architecture
Dynamics CRM deployment
Dynamics CRM training service
Dynamics CRM customization service
Integration service with Dynamics suites and other application
Number of Microsoft
110

served
Sales, marketing, customer service and e-commerce

vendor competes
Retail, manufacturing, FMCG/durable consumer goods and life sciences
Popular use cases
Integrated solution for business-to-business (B2B) organizations,

including MRM, SFA and customer service.
Evaluation system of customer value and credit
Vendor's deployment
options
Wicresoft supports both online and on-premises deployment of Dynamics CRM.
Wicresoft is Microsoft's JV and is one of the largest partners in China,

with more than 100 Dynamics CRM product advisers. With one of the
biggest teams of Dynamics CRM personnel, it can deliver projects
involving more than 1,000 man-days.
Wicresoft has more than 10 years of experience in a wide range of

Chinese industries.
Page 45 of 50
Wicresoft provides Dynamics CRM integration with Chinese social media,

such as WeChat and Weibo.
Market Recommendations
There are many Microsoft Dynamics implementation service providers to choose from in the APAC
region; however, in the developing countries in the region, there are far fewer available providers.
Audit the companies that have the right expertise in your industry and in your country.
Organizations that are looking to use the online version of Dynamics CRM should determine
whether a prospective service provider has sufficient cloud experience and ask for customer
references. For large-scale, large-company deployments, the ability to execute on-premises, cloudbased and hybrid CRM solutions is a key factor in choosing a provider that can scale into the
organization's future needs.
Start your evaluation with service providers that have the right expertise in your industry, and in the
lead country in which you operate. Determine the depth and breadth of competencies required,
especially business consulting and technology integration. Prequalify vendors using a "deal sweet
spot" analysis to ensure that they're likely to have the necessary program and project delivery
maturity to generate the deal outcomes you require. Only consider those providers with the
necessary minimum program and project management capabilities (see "Deal 'Sweet Spot' Analysis
Accelerates Service Provider Evaluation and Selection").
Use a structured, disciplined approach when selecting a Dynamics CRM implementation partner
(see Table 19). Gartner has published extensive researches on the evaluation and selection of all
types of service providers (see "Assessing System Integrator Risks and Track Record in Package
and SaaS Implementations").
Page 46 of 50
Table 19. Dynamics CRM Online Partners in APAC Region

Country
Partners in the APAC Region
Australia
Object Consulting
OBS (eSavvy)
Birchman Group
Avanade
Barhead
UXC Eclipse
InterGen
NEC
Prof Advantage
Korea
True Info
Tech Data
IUI
Malaysia
AGTIV
Mason
Hitachi Solutions
New Zealand
P&L Ltd.
InterGen
Adaptable Solutions
Koorb Consulting
Datacom
Philippines
Ignify
Hitachi Solutions
Barhead
Page 47 of 50
Country
Singapore
NEC
Hitachi Solutions
Ignify
NCS
iMatriz Solutions
Customer Capital Consulting
MSC Consulting
Thailand
Ignify
Hitachi Solutions
Hong Kong
Tectura
iTopia
CoreMinder
Praemium
GTI
Excel
Vantis Solutions
India
PwC
KPMG
C Centric Solutions
Hitachi Solutions
All e Technologies
Japan
SCSK
Fujisoft Technology
Hitachi Solutions
CEC
Page 48 of 50
Country

NTT Data
Japan Business Systems (JBS)
Source: Microsoft
Gartner Recommended Reading

Some documents may not be available as part of your current Gartner subscription.
"Salesforce.com, Oracle, SAP and Microsoft Customer Service Software Has Various Country and
Industry Adoption in APAC"
"Microsoft Dynamics CRM 2013 Offers Improved Usability, Some Mobility"
"Magic Quadrant for CRM Service Providers, Worldwide"
"CRM Applications Deployed by Consultancies in 2013 Show Which Skills Are Prevalent"
"Microsoft Dynamics CRM Shows Improving Presence in Gartner CRM Magic Quadrants"
Evidence
The vendor selection in this research was based on companies that our clients or the creators of
this research have learned about through activities such as client inquiries, Gartner research and
attendance at events.
Gartner asked each of the representative vendors to respond to a short survey about their
capabilities in Microsoft Dynamics CRM implementation. Vendors that did not respond to our
survey by the deadline were excluded at this time, because there's no way to confirm the
correctness and completeness of the information.
The APAC region includes the emerging APAC areas, the mature APAC region and greater China
(see "Market Definitions: Software").
Note 1 OBS (eSavvy)
In May 2014, Sydney-based Dynamics CRM implementation service provider eSavvy was
purchased by an Australian-listed IT services company, Empired. At the time of this research,
eSavvy is being integrated into Empired's OBS business unit. In this research, we use OBS to
represent the combined capabilities of eSavvy and Empired OBS.
Page 49 of 50
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visit http://www.gartner.com/technology/about.jsp
2014 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This
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completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. This
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G00265390

Market Guide for Microsoft Dynamics CRM

Analyst(s): Olive Huang, Praveen Sengar

Many partners have expertise/experience deploying online and on-premises versions of

Gartner, Inc. | G00265390

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Table 1. Representative Implementation Service Providers in the APAC Region

Background and Focus Industry for Dynamics CRM Practice

Global CRM service provider. Focuses on resources/utilities, health,

Japan-based global CRM service provider. Focuses on education, health sectors,

Local CRM service provider in Australia. OBS is Australian leader in Dynamics

Local CRM service provider in Australia. Focuses on healthcare, public sector,

Local CRM service provider in Malaysia. Focuses on financial services, insurance,

India-based global CRM service provider. Strong in the public sector in

Global CRM service provider. Focuses on resources/utilities, health,

Japan-based global CRM service provider. Focuses on banking, insurance,

Gartner, Inc. | G00265390

Background and Focus Industry for Dynamics CRM Practice

Local CRM service provider in Singapore. Focuses on the public sector.

Local CRM service provider in Singapore. Focuses on financial services, agile

Local CRM service provider in Singapore. Focuses on education and

Local CRM service provider in Singapore. Focuses on SMBs.

Local CRM service provider in Singapore. Focuses on the public sector.

Local CRM service provider in Thailand. Focuses on manufacturing and

Global CRM service provider. Focuses on resources/utilities, health,

Local CRM service provider. Focuses on retail and insurance.

Global CRM service provider. Focuses on retail, manufacturing and financial

Global CRM service provider. Focuses on banking and insurance in India.

Local CRM service provider in India. Focuses on healthcare providers, building

Global CRM service provider. Focuses on manufacturing in India.

Local CRM service provider in India. Focuses on financial services and

Global CRM service provider. Focuses on resources/utilities, health,

Gartner, Inc. | G00265390

Background and Focus Industry for Dynamics CRM Practice

Japan-based global CRM service provider. Focuses on banking, insurance,

Local CRM service provider in Japan. Focuses on contact center solutions in

Japan-based global CRM service provider. Focuses on retail, consumer and

Japan-based global CRM service provider. Focuses on retail, consumer and

Source: Gartner (October 2014)

Gartner, Inc. | G00265390

Table 2. Agtiv Consulting

Kuala Lumpur, Malaysia

Countries in APAC in which

Length of relationship with

Vendor's packaged software

Types of services provided

Agtiv provides end-to-end implementation and deployment services, including define,

Functional areas of CRM

Sales, marketing, customer service and cross-CRM functions

Financial services, insurance, communications and media

Popular use cases

Agtiv supports customers in the online and on-premises deployment of Dynamics

Time-to-market: Agtiv has products that are "ready-made" and can be

Local understanding: Agtiv focuses on the Malaysian market, and its

Source: Gartner (October 2014)

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Table 3. All e Technologies

Consulting services on strategy and architecture

CRM application development and integration

CRM deployment, training and support