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JD Edwards EnterpriseOne CRM Foundation
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Common Customer Relationship Challenges CHALLENGES CAPABILITIES VALUE
• Single embedded customer data base
• Comprehensive, 360 degree view of customer interactions
• Customer Self Service portal provides 24x7 sales and service
• Trouble shooting tools help reduce service requests
• Greatly enhanced customer experience and satisfaction
• Decreased response and resolution times
• Increased self service capabilities
• Better coordination and access to key customer data among departments
• Unable to provide 24x7 customer service
• Lack of customer information impedes exceptional customer service
• Unable to easily match customer profile data with sales & service histories
• Unable to track follow-up activities
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible
Sales Sales Force Automation
Sales Order Management
Common EnterpriseOne Data & Business Processes
Support Case
Management
Service Service
Management
Solution Advisor
Branch Scripting
CRM Foundation, Advanced Pricing
Customer Self Service
Fulfillment Management
Lead to Order
Request to Resolve
Install to Maintain
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Lead to Order Manage the sales organization
Maintain customer and contacts
Enter and track leads
Qualify opportunities
Provide quotes
Generate proposals
Enter and process sales orders
Review pipeline and forecasts
Sales Sales Force Automation
Sales Order Management
Common EnterpriseOne Data & Business Processes
Support Case
Management
Service Service
Management
Solution Advisor
Branch Scripting
CRM Foundation, Advanced Pricing
Customer Self Service
Fulfillment Management
JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Sales Sales Force Automation
Sales Order Management
Common EnterpriseOne Data & Business Processes
Support Case
Management
Service Service
Management
Solution Advisor
Branch Scripting
CRM Foundation, Advanced Pricing
Customer Self Service
Fulfillment Management
Request to Resolve
Receive customer calls
Escalate issues
Resolve using Solution Advisor
Execute scripts for:
Up sell opportunities
Problem diagnosis
CSR product training
Access customer 3600
JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Sales Sales Force Automation
Sales Order Management
Common EnterpriseOne Data & Business Processes
Support Case
Management
Service Service
Management
Solution Advisor
Branch Scripting
CRM Foundation, Advanced Pricing
Customer Self Service
Fulfillment Management
Install to Maintain
Access customer 3600
Track installed equipment:
Customer location/status
Site location/status
Service entitlement
Service contracts
Warranties
Supplier contracts
Service work orders
Bill for services
JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Request Diagnose Escalate Resolve
FINANCIAL
HUMAN CAPITAL
JD Edwards EnterpriseOne CRM Support Management Single System, Seamless Integration
Escalations Related Actions Entitlement Check
CUSTOMER 3600 SCRIPTING
KNOWLEDGE BASE
CRM
ASSET MGMT
PROJECT
SUPPLY CHAIN
TOOLS
SUPPORT
Case Mgmt
Scripting
Solution Advisor
ESCALATE
CRM Foundation
Basic & Advanced Search
Email Solutions Solution Library
Customer 3600 Activities & Calendars Product Information
Branched Scripts Linear Scripts Up sell / Cross sell / Train
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
JD Edwards EnterpriseOne CRM Support Lead to Order
Import Leads
Manage Leads
Manage Opportunity
Submit Quote
Create Firm Order
Plan Forecast
Import Lead
Sales Team Alignment
Update/Create Customer
Update/Create Contact
Create Lead Convert to Opportunity
Create Quote
Proposal Generation
Create Sales Order
Products Shipped Customer Billed Commissions Paid
Front Office
Back Office
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
JD Edwards EnterpriseOne CRM Support Request to Resolve
Customer Request Capture
Evaluate Customer
Assign Resource
Diagnose & Resolve
Cross Sell - Up Sell
Case Mgmt
Sales Order Mgmt
Lead Customer Contact Employees Work Order
Customer Self Service
Verify Entitlement
Provider Group
Skill Sets
Scripts
Solution Advisor
Failure
Analysis
Escalation
Service Management
RMA
Create Sales Order
Create Quote
Create Lead
Create Opportunity
Credit Check Order Promising Customer Ledger Account Stats Asset Info
Employee Profile
Employee Benefits
Dependent Info
Billing
Time Entry
Customer Billing
Front Office
Back Office
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
JD Edwards EnterpriseOne CRM Service Management Install to Maintain
Install Customer Request Service Bill / Pay
Customer calls with
issue
Case logged
Contract entitlement
checked
Need to send technician to customer
site to fix
Service work order created
Parts and labor
attached
Work completed
Services invoiced to customer
Pay technician
Front Office
Back Office Time Entry Customer Billing
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
CRM Foundation Activity Home Page
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
CRM Foundation Contact Management
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
CRM Foundation Product Catalog
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
CRM Foundation Employee CRM View
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Customer 360o View - Customer Information
One Click Navigation
No Form or Row Exits
Use of Power Form
Tabs and Hyperlinks
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
CRM Foundation Summary
Increased Customer Access
Greater Customer Insight • In tune with customer needs and values
• Leverage knowledge to extending product / service offerings
• Deliver on customer expectations • Enhanced competitive advantage • Shared key customer data
• Increased customer satisfaction • Increased responsiveness,
decreased resolution time • Targeted interaction
Effective Customer Interactions
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
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