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Drive User Adoption And Productivity Using Crm Within Microsoft Outlook
 

Drive User Adoption And Productivity Using Crm Within Microsoft Outlook

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From 2011 Oracle Open Word. Were you there?Drive User Adoption And Productivity Using Crm Within Microsoft Outlook

From 2011 Oracle Open Word. Were you there?Drive User Adoption And Productivity Using Crm Within Microsoft Outlook

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    Drive User Adoption And Productivity Using Crm Within Microsoft Outlook Drive User Adoption And Productivity Using Crm Within Microsoft Outlook Presentation Transcript

    • 1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Drive User Adoption and Productivity Using CRM within Microsoft Outlook Brian Kelly2 Senior Principal Product Manager Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Program Agenda •  The Business Problem •  Three CRM Products: One Solution •  Product Demonstration •  Feature Discussion4 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • The Business Problem5 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Successful CRM •  The success of CRM relies on visibility into customer interactions –  Tracks the interactive and self-service channels –  Preserved across employee role changes and turnover –  Addresses all aspects of the business6 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Why it Does Not Work… •  Additional system beyond what users already use •  Two calendars, task lists, and address books –  Duplicate data entry –  Incomplete data entry •  Does not accommodate mobile device users •  Data needed in a disconnected mode7 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Three CRM Products…. One Solution8 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Three Server Platforms, One Client Solution •  Single solution supports all Oracle CRM platforms –  Siebel CRM –  Oracle CRM OnDemand –  Fusion CRM9 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • CRM Desktop •  Embed CRM data in desktop applications •  Unified calendar, tasks, and contacts •  Provide offline access to CRM data •  Enforce business rules for data entry •  Increase user adoption •  Minimize training costs10 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Product Demonstration11 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Feature Discussion12 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Basic Architecture •  Outlook Plug-in •  Local data storage –  Native Outlook message store –  High performance –  Available offline •  Web-service based sync –  Leverages existing, native features –  Straightforward network requirement13 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Melding Instead of Integration Personal and business•  CRM Desktop extends the native contacts in a single list provides single interface address book for the end user –  Simplifies training –  Improves adoption Custom CRM objects in same folder structure as native objects 14 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Extendibility •  Metadata-based customization •  Custom objects, fields, validation rules, pick lists, … •  Server-side distribution minimizes deployment effort15 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Globalization •  Supports all languages supported by the Oracle platform •  Symbolic string-driven translations •  Auto-detects Outlook language and presents UI accordingly •  Respects system settings for currency, date format, etc.16 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Flexible Synchronization Model•  Two sync choices –  Local sync –  Full sync•  Bi-directional sync•  Respects user filters Kick-off Local sync manually, similar to Full sync 17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Local Sync vs. Full Sync•  Benefits –  High-performance Schedule automatic •  Local sync, similar to Full sync–  Benefits High-performance –  Scalability •  Best practice –  Run Local sync multiple times a day as you make updates–  Run Full sync only when you need thelatest updates from the server, typically 18 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Customer Case Study Pella19 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • CRM  Desktop   Pella’s  ini2al  look  at  the  CRM   on  Demand  Desktop  product    
    • Agenda  •  Pella  Business  Drivers  •  Progress  •  Early  Learning  
    • Business  drivers  •  Expand  the  reach  of  CRM  •  Simplify  interac2on  with  CRM  •  Improve  access  to  CRM  informa2on  
    • Progress  •  Installed  in  Development  Environment  •  Demo  to  Subset  of  Users  •  SuperUsers  Tes2ng  
    • Early  Learning  •  Easy  to  setup  and  install  out  of  the  box  •  Familiar  interface  encourages  quick  adop2on  •  Capable  of  package  customiza2on  -­‐  steep   learning  curve  •  Intui2ve  deployment  of  package  updates  •  Different  toolset  to  maintain  Pella  fields  and   layouts  
    • Quotes  From  Business  Users…  •  Can  easily  decide  to  add  Outlook  emails  and   Ac2vi2es  to  CRM  -­‐  Seems  Seamless  •  Offline  capability  is  preRy  great  •  Far  superior  to  PIM  Sync  
    • What’s  Next  •  Model  sales  process  to  determine  when  and   how  to  use  CRM  Desktop  •  Con2nue  to  define  our  mobile  strategy  
    • Q&A27 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • CRM at Open World •  Attend one of our Sessions –  90+ sessions in the CRM Track –  Most in Moscone West, Room 2003-2012 •  Register for CRM Reception for Senior Executives –  Tuesday night, 6:00 – 8:00 PM, Howard Street Tent –  Tickets at Pavilion Booth #3837, Moscone West, Level 1 Exhibit Hall •  Visit the CRM Pavilion and Live Demos in DEMOgrounds –  Booth #3837 and Aisle 3800 section Moscone West, Level 1 Exhibit Hall •  Meet CRM experts in the Oracle CRM Lounge –  Moscone West, 2nd Floor Apps Lounge –  Monday-Wednesday, 10:00 am – 6:00 pm; Thursday, 9:00 am – 4:00 pm28 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • Stay Connected… Read   blogs.oracle.com/CRM       The image cannot Watch youtube.com/OracleCRM be displaye d. Your comput Follow   twitter.com/OracleCRM   Join   facebook.com/OracleCRM   Learn   oracle.com/CRM   Community http://communities.oracle.comUse and Follow #OOW11CRM for LIVE UPDATES during the conference 29 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • 30 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
    • 31 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.