CRM UI Consideration

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CRM UI Consideration

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CRM UI Consideration

  1. 1. CRM UI Consideration (Type: PPT, Total Page: 21) TBUI Consideration Leverage Task-based UI (TBUI) Flows across most common CSR business processes To standardize business process (all users perform in the same way) To assist end-user with accurate execution of business process by providing guidance and supporting information To provide a simple user interface for completing the call centre tasks and to minimize data re-entry To support transactional business process (finished successfully otherwise completely rolled back) To support end-user tasks that participate in long-running business processes To reduce amount of time spent "using the system‟ and allow the staff to focus on customer needs. TBUI Customer Examples KPN (Netherland) uses TBUI in order to support Customer Care and Order Management processes Vodafone Spain uses TBUI in order to support Contact & Service Management Vodafone Portugal, Nykredit (Denmark), ANZ Bank (Australia) uses TBUI in order to support Customer process Vodafone Qatar uses TBUI to capture orders in stores CRM UI Consideration There is no one single recommended option for UI integration. On a case by case, need to identify the purpose first and then select the technology; final solution might be a hybrid approach UI or process-based integration Implement customized views within Siebel or externally to Siebel Introduce external UI Framework, aMind or ATG Order Management is key module which require to consider complex UI framework Design for optimal performance of potential solution options from the ground-up right from the start Irrespective of the chosen UI integration option, leverage TBUI to standardize most-used end-user business processes Keep UI simple Use small data sets at each step to maximize performance When modeling TBUI tasks always consider: The user profile (both the experience and the job role for the end user) The frequency end user performs the task Leverage standard Siebel repository objects wherever possible Contact: yohaim@gmail.com Blog: http://philipjung.blogspot.kr Example

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