Embed Size (px)
DESCRIPTION
See how you can integrate your Oracle CRM On Demand solution to your back office applications. Whether you are a PeopleSoft, Oracle E-Business Suite, JD Edwards, or other ERP user, this wekbcast lists out the benefits of integrating, and the options out there.
Citation preview
Slide 1
Oracle CRM On Demand - Integration
Dan KudanovychPractice Director
Bryan HinzVice President
Greg SmithCRM On Demand Solution
Architect
Slide 2
Program Agenda
Introductions
A Day in the Life – The Cost of Being Siloed
Integration Options
Customer Successes
Program Objective Increase awareness of integration possibilities with CRM On Demand
Slide 3
Dan Kudanovych | Practice Director− Using and positioning CRM for 6 years− Oracle CRM On Demand expert
Bryan Hinz | Vice President− Consulting and implementing CRM for 14 years− Consulted over 400 companies on their CRM strategy
Greg Smith | CRM On Demand Solution Architect− Consulting and implementing CRM for 11 years− Implemented and integrated CRM for a variety of companies
including BYU, State of Georgia, and NEC
Presenters
Slide 4
An Oracle Certified Platinum Partner, Apex IT supports the core platforms of the Oracle Applications Family, including:− CRM On Demand− PeopleSoft Enterprise − Siebel− Oracle E-Business Suite
Apex IT is a full service consultancy – our service offering addresses the entire application implementation continuum - everything from strategy development and implementation, to change management and training− Management Consulting− Web Services Development− Upgrade Lab− Managed Services− Hosting
Who is Apex IT?
“Apex IT is a gem that is consistently under budget and on time.”
- Paul Greenberg, CRM at the Speed of Light
Slide 5
Program Agenda
Introductions
A Day in the Life – The Cost of Being Siloed
Integration Options
Customer Successes
Program Objective Increase awareness of integration possibilities with CRM On Demand
Slide 6
The Life of a Customer
How many people does it take to get these customer needs addressed?
Checking order status Resolving service problem Changing your order Purchasing new products Dispute your bill Renew your service contract Schedule on-site service Change your password
Imagine that phone call!
Slide 7
The Life of a Customer (con’t)
If you are an Account Rep, and are checking in or visiting your customer, how long does it take to gain access to…
Products or Services they use Service History Complaint/Issue History AR/Disputed Financials Other Leads Analysis/trend of declining use of products/services Hot selling items they are not using
Took one organization 11 phone calls and weeks to get this information to be prepared for a productive visit, sometimes asking the customer what products they used
Slide 8
The Life of a Customer (con’t)
Resulting in… Frustration Inconsistent Service Experience Reduced customer satisfaction and loyalty Customer spreads the word…
Customer experience is a reflection of whether or not your processes are aligned to satisfy the customers’ needs of your organization
Slide 9
Challenges to Customer-Facing Employees
Multiple systems required to resolve customer inquiry, increasing call bouncing
No visibility to real-time status of in-flight orders
Finance unaware of service history, customer segment – treats everyone the same
Customer escalations are frequent… “Can I talk to your manager?”
Holistic enterprise view of customer requires search through multiple systems
Sales and Service unaware of available credit, dunning letters and past due invoices for customers
Field technician must log into multiple systems for visibility to inventory, bill for TME
Slide 10
Challenges for Management
Costly repeat on-site service visits due to lack of required parts
Long issue resolution times
Custom business process integrations difficult to implement, expensive to maintain
Customer attrition rate higher than desired
Reduced service renewal rates
Lag in time to bill customers for services/products – long DSO
Lost up-sell/cross-sell and collections opportunities
Slide 11
Streamlined cross-enterprise business processes and a holistic customer view
Business process integration across front and back office
Visibility to customer service and sales information for financials or order management specialists
Visibility into billing and order information for service and sales agents
Processes that are aligned to satisfy your customers’ needs, providing a seamless customer service experience
Advanced analytics helping sales and service reps spot trends and address them before the customer churns
What is the Ideal State?
Slide 12
Program Agenda
Introductions
A Day in the Life – The Cost of Being Siloed
Integration Options
Customer Successes
Program Objective Increase awareness of integration possibilities with CRM On Demand
Slide 13
What information should I integrate?
Provide a 360 Degree View of your Customer
Customer information (one or two way) Financial information
− Credit history− Order history− Invoice terms− Billing information− AR/Disputed lines
Contracts Quotes Master of Products/Services & Pricing Catalogs Installed Products/Services
Slide 14
Integration Options
1
2
3
Sync Data between CRM On Demand and ERP- Do this when data needs to be stored in separate systems- Utilize web-services- Point-to-point or middleware- Technologies can vary
Screen Mash-up of other Web-based Systems- Embed other systems user interface directly into CRM On Demand
Web Links- Click a link to pop the screen of a specific location of another
system- Single Sign-on- Pass parameters (such as an address to Google Maps)
Slide 15
Integration Options
Integration Broker
APPLICATION INTEGRATIONARCHITECTURE
Web Services
Slide 16
Program Agenda
Introductions
A Day in the Life – The Cost of Being Siloed
Integration Options
Customer Successes
Program Objective Increase awareness of integration possibilities with CRM On Demand
Slide 17
Customer Successes
Leveraging CRMOD in Student Life Services
Career Placement, Academic Advising, Accessibility Center, etc)
Case Management different than Call Tracking
Six different systems integrated together
Tracks interaction, follow-up tasks and action plans
Integrated with Student Information System (S.I.S.)
Standardized quoting process
CRMOD < - > BigMachines -> Cast Iron -> PeopleSoft
Parts / Product information synchronized between BigMachines and CRMOD
Potential for linking to Financial system for more information
Potential for single Customer create page that provides for Data Governance validation before creation in Financials and CRMOD
