Embed Size (px)
Citation preview
6 Oct, 11-12pm Singapore time2pm Sydney time
Build Your CRM – the Agile Way!
2
Speakers
Wendy Victorino (MISNet)Host
Pedro Carrilho (OutSystems)Manager, Agile Professional Center
Romano Grajo (MISNet)Certified OutSystems Consultant
3
Agenda
Agility in CRMCase StudyOverview of OutSystemsDemoQ&A
Attendee Control Panel
Submit questions
5
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?
6
Build the Agile Way
7
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?
11
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
12
• 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
13
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
14
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
15
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
16
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
18
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
Thank You
Contact: • Ms. Rhea Elinzano, [email protected]• Mr. Pedro Carrilho, [email protected]
CHANGE AT THE SPEED OF BUSINESS
