Agile CRM

6 Oct, 11-12pm Singapore time2pm Sydney time

Build Your CRM – the Agile Way!

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Speakers

Wendy Victorino (MISNet)Host

Pedro Carrilho (OutSystems)Manager, Agile Professional Center

Romano Grajo (MISNet)Certified OutSystems Consultant

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Agenda

Agility in CRMCase StudyOverview of OutSystemsDemoQ&A

Attendee Control Panel

Submit questions

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CRM is importantWhy CRM Projects Fail

•Too ambitious•Lack of users buy-in, led by IT teams•High degree of customizations required

BUY OR BUILD?

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Build the Agile Way

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Agile Principles

1. Satisfy the Customer2. Welcome Change3. Deliver Frequently4. Keep it Simple5. Work as a Team6. Motivate People7. Communicate Face-to-Face8. Measure Working Software9. Maintain Constant Pace10. Excel at Quality11. Evolve Designs12. Reflect Regularly

Agile Adoption

• Users collaboration is key• Expansive vision, reinventive• Responsive to constant change

Agility in CRM

But CRM is complex! Buy or Build?

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About Home Energy:

Home Energy is a company created to explore the brand new Portuguese market of residential renewable energy. Home Energy belongs to the larges Energy Operator in Portugal. It was established in May 2008 with the goal of being the market leader in a space opened up by new regulations related to Energy Certification and Micro-generation (small photovoltaic panels for domestic use) for the residential market.

Challenge: Was established in May 2008 with the goal of being fully operational in

just 7 months, by January 2009; The company intended to explore a new market opportunity created by

new laws that regulate the energy class of residential buildings. Purchasing multiple packages to manage CRM and Billing would have

required a lot of customization, effort, and time that Home Energy simply did not have.

Home Energy

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• At the cornerstone of this strategy was a CRM and Billing system that would allow the company to automate the end to end process of acquiring a new customer, scheduling a visit by the field team, collecting energy information about the building, processing and issuing the Energy Class certification and, handling billing and payments.

High Level Process

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Call Center with a unified web 2.0 interface. Handling of contacts, scheduling visits and routes, with status feedback on time to issue Energy Level certification;

Sales Automation with management of all customer activity and contacts; Marketing automation with support for Web Site and Partner Portal content

management, campaigns management and cross selling of energy-friendly equipment;

Field Operations with field personnel accessing the system through a mobile Tablet PC. Work day agenda, visits and routes, integration with Microsoft Visual Earth maps, and on-site collection of energy relevant parameters. Handling of Building Blueprints and support for hand sketching onto the blueprints. SLA management and reporting;

Invoicing and Billing: contracts management, billing and payments management, and management of partner commissions;

Management of enterprise-wide workflows with notifications, alerts and tracking of SLA fulfillment;

Partner Portal for real estate agents to add new customer opportunities; Document Management and archiving (e.g. building blueprints); Integration with other systems, namely SAP MM, Microsoft Virtual Earth and ATM

payments.

Features

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Modules and Architecture

Backoffice

User Management Hierarchy Control Panel

Agile Platform

Unified AccessAuditing

ATM

DocumentManagement

Payments &Invoicing

Alerts &Notifications

CommissionsCross Selling

Registry &Archiving

CMS Content

Management

Intranet

CampaignsProcesses

ManagementKYCRouting &Agenda

SLAsManagement

Reporting

Customer Relationship Management

Mobile CallCenter

SOA

Portal

Other SystemsSAP

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Solution Screenshots

Project Card

Time-to-market: 18 weeks

Market leader when the market took off

Able to support a market of 200,000 customers

120% of the original RFP was implemented: 30% of the initial nice-to-have features were converted in 50% more of new must- have

2 days to implement a new feature

No service downtime while changes are being done

Small training effort and

Very high user adoption due to user involvement

User Profiles: Call Center operators; Technical team; Back office team; Partners; Financial department

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On May 2008, the company was created with just one employee and in January 2009 we had a national live launch with 100 employees. For managing a complex business with 100 service requests every day, we needed a strong application. But, we needed a strong application built in a very short time period. Choosing OutSystems and choosing the agile platform was a good bet. We were able to go through the challenge, we went go live on time and we were able to deliver a good process with high productivity, thanks to a strong software platform.

Miguel Barreto, Home Energy’s CEO

Flexibility and Adaptability to accommodate new Business Processes

Integrated System with Software, Contact Center & Mobile tools in one

solution

Development tool that lowers the maintenance costs and support

continuous change to the processes

Agile Methodology adoption to keep the business alignment

Accomplishments

Agile Platform

Overview

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Since 2001

20,900+ Installations Worldwide

6,100+ Community Members

200+ Enterprise Customers

Across 22 Industries

In 15 Countries

59 Partners

700+ Agile Projects

Who is OutSystems?Maker of the Agile Platform

agileplatformTM

the agileplatformEnd-to-end App Development and Deployment Platform

Apps(apps@outsystems)

IDE(service studio)

Mgmt Console(service center)

Cloud-Ready Platform(agile platform v6)

Agileplatform™ In a Nutshell

Change at the speed of business

Never say NO to the business

again

Make complex

changes and with no errors

No application

aging.

Manage the whole

lifecycle

Integrate, build, deploy,

manage, monitor, change

One fully integrated solution.

No lock-in!

Transform your model into open source,

documented C# or Java

code

Own your code, secure your data.

Enterprise grade

Scale to millions of users

Grow your apps to epic

proportions (20.000+ FPs).

Highproductivi

ty

Visually develop your

apps

Complete web and mobile framework

Deploy with one click.

Not Just Another RAD ToolSome features of the Agile Platform

Self-documenting

Extensible

Version Control

Rollback mechanisms

1-Click Staging

Multi-developer

Enterprise Grade Security

Highly scalable

Performance Monitoring

Highly Optimized Code

Processes

Scheduled Jobs

Oracle & SQL Server

JEE or .Net

agileplatformEnd to End Application Lifecycle ManagementManagement

1. Operations2. Services3. Administration

Management1. Operations2. Services3. Administration

Design1. UI2. Data Model3. Business Logic4. Integration5. Security6. Batch7. Business Processes

Design1. UI2. Data Model3. Business Logic4. Integration5. Security6. Batch7. Business Processes

Integration1. SAP2. Assemblies/JAR3. Oracle/SqlServer4. Plug-ins Arquitecture

Integration1. SAP2. Assemblies/JAR3. Oracle/SqlServer4. Plug-ins Arquitecture

Demo

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apps@outsystemsNever start with a blank page

Q & A

Contact: • Ms. Rhea Elinzano, rheae@misnet.com.sg• Mr. Pedro Carrilho, pedro.carrilho@outsystems.com

Thank You

Contact: • Ms. Rhea Elinzano, rheae@misnet.com.sg• Mr. Pedro Carrilho, pedro.carrilho@outsystems.com

CHANGE AT THE SPEED OF BUSINESS