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Effectively Migrating from Salesforce.com to Oracle CRM On Demand
 

Effectively Migrating from Salesforce.com to Oracle CRM On Demand

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  • Typical, on-premise software implementations require a large up-front investment, involving the purchase and maintenance of servers, the secure housing of hardware, and the installation and maintenance of the software itself. Additionally, once the initial implementation is complete, organizations are also faced with decisions year after year on whether to commit valuable time and resources to upgrade to the newest and best functionality. Performance issues are dramatically decreased because potential issues can now be monitored, managed, and solved by the provider (often without any customer involvement).
  • Learn from past successes and past failures The more interactive, user friendly, appealing, the better Call Center - hosted Social CRM – Sales Prospector which helps determine which companies to target and Sales Library – holds all relevant sales collateral and presentations
  • Tweak as to what makes the most sense for your company Check their sports, check their news
  • During requirements gathering, Map out oracle’s sales organization Data Conversion - Data Conversion - Customers, Customer Information, Addresses, Contact Points KBACE Sales Team assignment would need to be performed manually, for exception Accounts Contacts, Contact Information, Addresses, Contact Points Pipeline Opportunities and Leads
  • It’s that easy Converted all using standard Input source for data conversion – was the SFDC standard output Creating field, make it visible, required entry or not, list of values, different views by role and security
  • All directly from Outlook Email integration, on demand From MS Outlook to Siebel – button in MS Outlook From Siebel, initiate Email Can optionally capture the email text automatically by creating a new Task, of type email, drilling into it and hitting the email button Tasks, bi-directional, on demand * Optionally, scheduled Contacts, bi-directional, on demand * Optionally, scheduled
  • Tweak pre-built report or start from scratch Don’t rely on developers to write custom code for a report – it’s all right there CRM Administrator is not the only one who can generate reports Self-Service easy-to-use reporting – sales team uses Dashboards – Pipeline, customers, leads, marketing Seeded Reports Can modify and save seeded reports Build your own from “Design Analyses” link
  • Drag and drop Filter Save in public or private folder Download them in PDF, HTML, Excel, CSV
  • Didn’t slow sales team at all
  • Things that we did to encourage the sales team to like the application and to use it Saved on their clicks
  • Never has been down since we implented in January Import all leads

Effectively Migrating from Salesforce.com to Oracle CRM On Demand Effectively Migrating from Salesforce.com to Oracle CRM On Demand Presentation Transcript

  • Jennifer Ardery Marketing Programs Manager, KBACE Technologies Effectively Migrating from Salesforce.com to Oracle CRM On Demand
  • Agenda
    • Project Background
    • Software as a Service (SaaS)
    • Oracle CRM On Demand Overview
    • Project Scope
    • Data Conversion
    • Outlook Integration
    • Reporting & Analytics
    • User Adoption & Training
    • Lessons Learned
    • Q&A
  • Project Background
    • Used Salesforce.com for over 7 years
    • Run our own business on the E-Business Suite R12.1
    • Never owned by an implementation team
      • Data cleanliness became an issue
      • User adoption had room for improvement
    • Sales Force Automation Functionality was generally okay
    • Lacked analytics and many of the pre-built reports that Oracle CRM OD offers (from Siebel Analytics best practices)
  • Software as a Service (SaaS)
    • Enables the delivery of business applications in an on-demand environment over the Internet
    • Eliminates software licenses and hardware management
    • Offers affordable and predictable monthly costs
    • Delivers faster return on your investment
    • Provides upgrades to all users
  • Oracle CRM On Demand
    • Deep CRM and SFA
      • Marketing
      • Sales
      • Analytics
      • Service
    • Usability
      • Rapid user adoption
      • Easy to administer
    • Options
      • Call Center
      • Partner Relationship Management
      • Mobile Access
      • Email Marketing
      • Social CRM
    • Stand Alone application
  • Oracle CRM On Demand
    • User-friendly, tabbed interface
    • Configure multiple views easily with role-based access
    • Search by any object
    • In-line editing
    • Modifiable drop-down field menus
    • Recently Viewed and Favorite lists
    • Embed CRM On Demand access on your iGoogle page or similar
  • Project Scope
    • Implement only standard functionality in 1 st phase
      • Decided one month later to implement Campaign functionality
    • Manage Pipeline flow - Account, Contact, Lead, Opportunity, Task / Appointment
    • Generate targeted Campaign lists
    • Enable call and appointment logging (historical)
    • Convert data from Salesforce.com
      • Leveraging Oracle CRM On Demand spreadsheet upload function
    • Change the way Opportunities are categorized
      • Taking opportunity to optimize business processes with any new implementation
    • Configure account and partner hierarchies
  • Data Conversion
    • Converted 4000 Contacts and 1500 Accounts
    • Provided opportunity to identify and resolve duplicate data (i.e. company names)
    • Exported from Salesforce and imported into CRM On Demand using standard tools in both applications
      • It’s that easy!
    • Used intuitive field mapping
    • Eliminated need for custom code by leveraging SaaS approach
      • Saved time and decreased cost
    • Converted all Objects including Opportunity and Call history
  • Outlook Integration
    • Accesses your CRM contact database directly from your familiar Outlook interface
    • Creates a single view of the customer for better decisions and service
    • Installs in minutes by anyone and requires very minimal training
  • Outlook Integration
    • Eliminates need to maintain contacts in Outlook (no duplicate entry)
    • Associates inbound and outbound emails with related Accounts, Contacts, Leads, Opportunities, and Service Requests
    • Creates new appointments /tasks and associates with related objects
    • Adding Outlook contact data, messages, and tasks into your CRM system adds value:
      • Easier to maintain over the long run (i.e. if sales rep leaves)
      • Optimizes sales cycle by having all information in one place
      • Anyone with access can see important sales and marketing communications by Account
  • Reporting & Account Intelligence
    • Delivers Customer Insight through real-time reporting
    • Packaged with numerous pre-built reports and dashboards
    • User-friendly lists can be generated in a couple of minutes
    • Embed reports / dashboards on home page for easy access
  • Historical & Real Time Analytics
    • Based on Siebel Analytics
    • Delivers snapshots comparing business performance over time
    • Drives corporate objectives with quantified business data
    • Provides dozens of prebuilt reports and it’s easy to customize your own
  • Report Creation
  • Training
    • Able to get 15 users up and running within 1 week
    • CRM Administrators, new to the application, were able to deliver one-on-one training
    • Training sessions lasted 1 to 1.5 hours and most were remote
    • Validated converted data
    • Experienced minimal follow-up questions
    • Received no negative feedback from sales team
    • Suggestions received from the field were implemented immediately
  • User Adoption
    • The more value provided, the quicker users will adopt:
      • Pipeline summary on home page
      • Delivered the same pipeline report as sales team was used to
      • Web site stats / leads display on home page
    • Requests from the field can be implemented immediately
      • Easy to maintain and configure
    • User personalization – My Set Up
    • Sales team is able to run their own reports
  • Lessons Learned
    • Effectively running our business on CRM On Demand with entirely out of the box functionality
    • SaaS platform enables a rapid implementation – 4 weeks!
    • Small goals, lead big returns
    • No cost for continued support
  • Lessons Learned
    • Seamless Go-Live - Data conversion took place over the weekend and system was up and running on Monday
    • Experience minimal performance issues as Oracle fine tunes functionality behind the scenes
    • Realized importance of buy-in from executive team
      • System is only as good as the quality of data in it
      • CRM Administrator / Marketing Programs Manager keeps track of leads and keeps the sales team “honest”
    • No negative feedback from the Sales team – uncommon with change
    • Leverage ongoing upgrades offered to all customers
    • As a Worldwide Oracle Certified Advantage Partner (the highest partner distinction awarded by Oracle), KBACE is committed to delivering quality results. KBACE enables clients to become productive from day one by maintaining five lines of business dedicated to all areas of the Oracle E-Business Suite:
      • Professional Services
      • Analytics
      • Education
      • Advanced Technology
      • Support Services
    About KBACE
  • Questions & Answers Speaker: Jenn Ardery Email: [email_address] Phone: 603-821-7148 Upcoming Webinar: Oracle CRM On Demand (Live Demo) When: Wed., Oct. 28, 1pm EDT Register: www.kbace.com