6 Oct, 11-12pm Singapore time 2pm Sydney time Build Your CRM – the Agile Way!
Speakers Wendy Victorino (MISNet) Host Pedro Carrilho (OutSystems) Manager, Agile Professional Center Romano Grajo (MISNet) Certified OutSystems Consultant
Agenda Agility in CRM Case Study Overview of OutSystems Demo Q&A
Attendee Control Panel Submit questions
CRM is important Why CRM Projects Fail
Lack of users buy-in, led by IT teams
High degree of customizations required
BUY OR BUILD?
Build the Agile Way
Agile Principles Satisfy the Customer Welcome Change Deliver Frequently Keep it Simple Work as a Team Motivate People Communicate Face-to-Face Measure Working Software Maintain Constant Pace Excel at Quality Evolve Designs Reflect Regularly
Agility in CRM
Users collaboration is key
Expansive vision, reinventive
Responsive to constant change
But CRM is complex! Buy or Build?
Home Energy 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.
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
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
Modules and Architecture Intranet Mobile CallCenter Portal Customer Relationship Management CMS Content Management Processes Management Routing & Agenda Reporting Campaigns KYC SLAs Management Payments & Invoicing Commissions Registry & Archiving Document Management Alerts & Notifications Cross Selling Backoffice Auditing User Management Hierarchy Unified Access Control Panel SOA Agile Platform ATM Other Systems SAP
Solution Screenshots Project Card Time-to-market: 18 weeks Market leader when the market took off Able to supporta market of 200,000customers 120% of the original RFP was implemented: 30% of the initial nice-to-have features were converted in 50%more of new must- have 2days to implement a new feature Noservice 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
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
Agile Platform Overview
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
theagileplatformEnd-to-end App Development and Deployment Platform IDE (service studio) Mgmt Console (service center) Apps (apps@outsystems) Cloud-Ready Platform (agile platform v6)
Agileplatform™ In a Nutshell High productivity Visually develop your apps Complete web and mobile framework Deploy with one click. 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).
Not Just Another RAD ToolSome features of the Agile Platform Extensible Processes Self-documenting Oracle & SQL Server Scheduled Jobs Highly scalable Highly Optimized Code Version Control Performance Monitoring 1-Click Staging Enterprise Grade Security Rollback mechanisms JEE or .Net Multi-developer
agileplatformEnd to End Application Lifecycle Management Management 1. Operations 2. Services 3. Administration Design 1. UI 2. Data Model 3. Business Logic 4. Integration 5. Security 6. Batch 7. Business Processes Integration 1. SAP 2. Assemblies/JAR 3. Oracle/SqlServer 4. Plug-insArquitecture