Apex IT Presents Oracle CRM On Demand for Customer Service

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See how Oracle CRM On Demand is being used for Customer Service organizations. Guest speakers include Apex IT's Greg Smith (Solution Architect) and the State of Georgia's Matthew Cargle.

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  • Intro’s, then common process within service, value of SaaS, customer snap-shots, then guest speaker – who has also volunteered some screen shots of their CRMOD instance CRMOD for service – could be customer service, could be internal employees (IT HD or HR HD environs).
  • Greg can briefly describe work done at BYU and then we kick it off to Matt Cargle.
  • When Governor Sonny Perdue first took office, he formed a team called “The Commission for a New Georgia”, which was comprised of local business leaders to determine “What does Georgia need to do to be the best managed state in the union?”.  Customer Service was near the top of the list when the report was released.  The Governor’s Office of Customer Service was then formed by Governor Perdue to accomplish 3 things:  Make the State of Georgia “Faster, Friendlier, and Easier”.   Faster means improved processes Friendlier means getting the right people Easier means using the right technology The Office of Customer Service (OCS) employs ~40 people whose areas of expertise range from Call Center to Database to Communications/Marketing to Process Improvement.
  • As far as the actual CRMOD part goes, we’ll be talking about the State Personnel Administration.  They have a team within SPA that is called “HR Shared Services” or “HRSS” which acts as the HR department for many state agencies who do not have an HR team due to the size of their agency, budgetary restrictions, etc.   The HRSS folks create a Service Request in CRMON for every phone call they take.  This allows us to: Trend the top reasons why agencies contact us so that we can better serve our customers Trend the top agencies that call in so that we can determine if a dedicated account manager is necessary Quickly find past interactions with our customers that formerly were never documented.   And here are the screenshots that reflect the “start to finish” process when somebody calls in.
  • And here are the screenshots that reflect the “start to finish” process when somebody calls in.   First the agent looks up the group that is calling in via the “Organizations” search feature. Out of the box this will say “Accounts,” but with simple config this can be renamed. In this example, we will be creating a ticket for the Office of Consumer Protection (OCP)
  • Next the agent will see some information about that Agency such as the Primary Contact for the Agency, the phone number, website, etc, etc.  I have removed some of the personal data from this screenshot:
  • Next the agency chooses the name of the person that is calling in.  In this example, let’s say it is Bill Cloud.  The agent clicks on Bill Cloud’s name, and then Bill’s information appears:
  • At this point the agent can see that Bill Cloud has not called in any tickets because there are no tickets listed under the “Service Request” portion.  The agent now chooses “New” to make a new Service Request and they see this screen:
  • Now the agent fills out the Service Request accordingly, and when they are done it will look like this: When the ticket is saved, you will now see that there is a Service Request associated with Bill Cloud, so the next time he calls in there will be a record of the past interaction and action can be taken on his request more quickly (he doesn’t have to explain his situation again to a new agent)
  • Why CRM OnDemand?                 When we put out the RFP for the Contact Center with a CRM tool, and with every response received CRM On Demand just seemed to be the strongest CRM solution out there   We learned a bit about the State Personnel Administration using CRMOD for service How has Apex IT done?                 Apex IT has been able to assist the State of Georgia in its CRM needs by offering a level of expertise that does not exist within the state’s personnel.  By leveraging our relationship with Apex IT, we were able to have subject matter experts from Apex come in an design CRM solutions that met our needs while at the same time, lowering our costs.
  • Apex IT Presents Oracle CRM On Demand for Customer Service

    1. 1. Oracle CRM On Demand - Customer Service Dan Kudanovych Host – Practice Director Greg Smith CRM On Demand Solution Architect Matthew Cargle Guest CRM On Demand Customer
    2. 2. Program Agenda <ul><li>Introductions </li></ul><ul><li>Request to Resolve Process </li></ul><ul><li>Value of SaaS Solution for Customer Service </li></ul><ul><li>Customer snap-shots </li></ul><ul><li>Guest Speaker </li></ul>Program Objective <ul><li>Increase awareness of leveraging Oracle CRM On Demand for Service </li></ul>
    3. 3. Presenters <ul><li>Dan Kudanovych | Moderator </li></ul><ul><ul><li>Using and positioning CRM for 6 years </li></ul></ul><ul><ul><li>Oracle CRM On Demand expert </li></ul></ul><ul><li>Greg Smith | CRM On Demand Solution Architect </li></ul><ul><ul><li>Consulting and implementing CRM for 10+ years </li></ul></ul><ul><ul><li>Implemented and integrated CRM for a variety of companies including BYU, State of Georgia, and NEC </li></ul></ul><ul><ul><li>Personal experience working in a Call Center environment </li></ul></ul><ul><ul><li>Specialties include CRM On Demand design and configuration, business process improvement, and data quality management </li></ul></ul><ul><li>Matthew Cargle | State of Georgia </li></ul><ul><ul><li>Manager of Information Systems </li></ul></ul><ul><ul><li>Working with Apex IT to implement CRM On Demand to Georgia Perimeter College, State Personnel Administration, Department of Corrections, State Accounting Office and the Department of Administrative Services </li></ul></ul><ul><ul><li>Consulting and implementing CRM On Demand for 4 years </li></ul></ul>
    4. 4. Who is Apex IT? <ul><li>An Oracle Certified Platinum Partner, Apex IT supports the core platforms of the Oracle Applications Family , including: </li></ul><ul><ul><li>CRM On Demand </li></ul></ul><ul><ul><li>PeopleSoft Enterprise </li></ul></ul><ul><ul><li>Siebel </li></ul></ul><ul><ul><li>Oracle E-Business Suite </li></ul></ul><ul><li>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 </li></ul><ul><ul><li>Management Consulting </li></ul></ul><ul><ul><li>Web Services Development </li></ul></ul><ul><ul><li>Upgrade Lab </li></ul></ul><ul><ul><li>Managed Services </li></ul></ul><ul><ul><li>Hosting </li></ul></ul><ul><li>“ Apex IT is a gem that is </li></ul><ul><li>consistently under </li></ul><ul><li>budget and on time.” </li></ul><ul><li>Paul Greenberg, </li></ul><ul><li>CRM at the Speed of Light </li></ul>
    5. 5. Program Agenda <ul><li>Introductions </li></ul><ul><li>Request to Resolve Process </li></ul><ul><li>Value of SaaS Solution for Customer Service </li></ul><ul><li>Customer snap-shots </li></ul><ul><li>Guest Speaker </li></ul>Program Objective <ul><li>Increase awareness of leveraging Oracle CRM On Demand for Service </li></ul>
    6. 6. What Is the Request to Resolve Process? Productivity Diagnosis Analysis Dashboard Reports Knowledge Management Workflow Render Other Systems UI History of Employee Case Creation Identify & Research Diagnose & Close Case System Directs Inquiry Closure Closure Email CSR Engages Case Management Links to other systems ERP (Quotes, Orders, Financial AR/Credit, Products/Services) Integration Analyze Surveys Operational Reports Email Phone Chat Web Self Service
    7. 7. Program Agenda <ul><li>Introductions </li></ul><ul><li>Request to Resolve Process </li></ul><ul><li>Value of SaaS Solution for Customer Service </li></ul><ul><li>Customer snap-shots </li></ul><ul><li>Guest Speaker </li></ul>Program Objective <ul><li>Increase awareness of leveraging Oracle CRM On Demand for Service </li></ul>
    8. 8. How is an Oracle SaaS solution different than typical On Premise application? <ul><li>Architecture </li></ul><ul><ul><li>No servers, high-end PCs, data center, back-up/recovery plans </li></ul></ul><ul><li>Deploying & Maintaining </li></ul><ul><ul><li>No code on the client </li></ul></ul><ul><ul><li>Users can be anywhere… working from home </li></ul></ul><ul><li>Ease of Use </li></ul><ul><ul><li>Simple, role specific interface </li></ul></ul><ul><ul><li>Can bring in UI from other applications, or link to them (context relevant), or integrate the data </li></ul></ul><ul><li>Analytics & Reporting </li></ul><ul><ul><li>Operational, Dashboard, and Trending/Historical reports (built in data warehouse) </li></ul></ul><ul><ul><li>Exception flagging and reporting </li></ul></ul><ul><li>Total Cost of Ownership </li></ul><ul><ul><li>Per seat license costs same or less than On Prem maintenance (not to mention the license costs of On Prem) </li></ul></ul><ul><ul><li>Implementation & integration costs are typically half (or less) than On Prem </li></ul></ul><ul><ul><li>The business can maintain… lower involvement from IT </li></ul></ul>
    9. 9. Program Agenda <ul><li>Introductions </li></ul><ul><li>Request to Resolve Process </li></ul><ul><li>Value of SaaS Solution for Customer Service </li></ul><ul><li>Customer snap-shots </li></ul><ul><li>Guest Speaker </li></ul>Program Objective <ul><li>Increase awareness of leveraging Oracle CRM On Demand for Service </li></ul>
    10. 10. <ul><ul><li>Using CRM On Demand for multiple departments in Student Life Services </li></ul></ul><ul><ul><li>Career Services, Academic Advisement, Testing Center, etc. </li></ul></ul><ul><ul><li>Case Management different than Call Tracking </li></ul></ul><ul><ul><li>Leverage Appointments/Tasks to schedule and track meetings/interactions between Advisors and Students </li></ul></ul><ul><ul><li>Tracks interaction, follow-up tasks and action plans </li></ul></ul><ul><ul><li>Integrated with Student Information System (S.I.S.) </li></ul></ul><ul><ul><li>Leveraging in HR Organization </li></ul></ul><ul><ul><li>Level 1 HR Help Desk </li></ul></ul><ul><ul><li>Tracks Employees HR related requests </li></ul></ul><ul><ul><li>Can link to HR system for more information </li></ul></ul><ul><ul><li>Integrate with HR to bring over employee data </li></ul></ul><ul><ul><li>Can store HR policies and procedures in centralized Knowledge Base </li></ul></ul>Customer snap-shots
    11. 11. Program Agenda <ul><li>Introductions </li></ul><ul><li>Request to Resolve Process </li></ul><ul><li>Value of SaaS Solution for Customer Service </li></ul><ul><li>Customer snap-shots </li></ul><ul><li>Guest Speaker </li></ul>Program Objective <ul><li>Increase awareness of leveraging Oracle CRM On Demand for Service </li></ul>
    12. 12. Guest Speaker Matthew Cargle <ul><ul><li>Governor Sonny Perdue creates “The Commission for a New Georgia” </li></ul></ul><ul><ul><ul><li>Faster </li></ul></ul></ul><ul><ul><ul><li>Friendlier </li></ul></ul></ul><ul><ul><ul><li>Easier </li></ul></ul></ul><ul><ul><li>40 person Customer Service center </li></ul></ul><ul><ul><ul><li>Agents have varied expertise </li></ul></ul></ul>
    13. 13. Georgia State Personnel Administration <ul><ul><li>Created an HR Shared Services team (aka HRSS) </li></ul></ul><ul><ul><ul><li>Acts as HR Department for many state agencies </li></ul></ul></ul><ul><ul><li>What do they do? </li></ul></ul><ul><ul><ul><li>Create Service Requests for every call </li></ul></ul></ul><ul><ul><ul><li>Trend top reasons for calls </li></ul></ul></ul><ul><ul><ul><li>Trend top agencies that call in </li></ul></ul></ul><ul><ul><ul><ul><li>Dedicate an “Account Manager?” </li></ul></ul></ul></ul><ul><ul><ul><li>Quickly find past interactions </li></ul></ul></ul>
    14. 14. Organizations
    15. 15. Getting the Right Information Efficiently
    16. 16. Identifying the Appropriate Contact
    17. 17. Creating a Service Request
    18. 18. Interaction History is Easily Recorded
    19. 19. <ul><ul><li>Very capable to accommodate a variety of operations </li></ul></ul><ul><ul><li>State of Georgia Personnel Administration offices </li></ul></ul><ul><ul><ul><li>RFP for Contact Center with CRM – CRMOD was strongest candidate </li></ul></ul></ul><ul><ul><ul><li>Apex IT offers expertise </li></ul></ul></ul><ul><ul><ul><li>Apex IT lowers cost of implementation </li></ul></ul></ul>Summary
    20. 20. Dan Kudanovych o. (920) 499-2472 c. (612) 281-4264 [email_address]

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