5. • Deyaar focused towards Freehold market (Property Development)
• Customer centric Marketing, Sales and Customer Service processes for Property
Development
• Enhanced control over project delivery & costing
• Empowering employees by providing self service access
Need
• Earlier Oracle version (11.5.10) implemented
• Modules covered: Financials, HRMS & Purchasing
Application Footprint (before R12 implementation)
• Upgrade from 11.5.10 to R12 (latest version)
• New modules: CRM, SSHR, Projects, Contracts, Inventory Mgmt
• Integration with legacy applications
Oracle R12 Project scope
6. Oracle CRM
• Marketing
• Sales
• Service
• Scripting
• Advanced
Inbound
Oracle HRMS
• Self Service
HR
• Performance
Management
Oracle Projects
& Contracts
• Sourcing
• Projects
Management
Integration
• With Legacy
applications
• With Avaya
Call Centre
• Oracle Financials
• Oracle HRMS
• Oracle Purchasing
Upgrade from 11.5.10 to R12
UpgradeTrack New Implementation Track
7. To serve better,
the needs of internal and external customers,
through implementation of best-in-class technology solutions
8. • Multiple reporting for certain departments
• New/Remote branches not on Deyaar
corporate networkSSHR
• No Clear Core Competencies defined
• Difficulty in objectively evaluating
Employee Performance
Performance
Management
9. • Restructuring of HR Supervisory hierarchies.
• Setting of Custom HR Hierarchies wherever applicable
• Corporate network established to new/remote
branches
• End user training conducted and SSHR go-live for all
300 employees
SSHR
• End user training conducted with special focus on how
to setup “SMART” objectives
• Objective settings, Reviews and Appraisals done for all
departments in staggered fashion, starting with IT &
HR departments.
Performance
Management
18. No Criterion
1 Customers who invested in following Freehold projects: Proj1, Proj2….
2 Customer who invested total of AED 1m, 1.5m……
19. No Criterion
1 Customers who invested in following Freehold projects: Proj1, Proj2….
2 Customer who invested total of certain amount
3 Landlord with Properties in certain emirates
4 Tenants paying rent more than certain amount
25. Key Business Functions: Call Centre
Integration
# Call Centre Key Functionality
1
Automatic Customer
Identification
Computer Telephony Integration (CTI) with Oracle CRM provides Agents
automatic and instant recognition of Deyaar Customers, thereby
facilitating personalized Customer interactions.
2 Customer Dashboard
Pop up of Customer Dashboard provides instance access to vital
information across Oracle, SMA and Amlaki
3 Scripting
Using scripting, agents can follow pre-defined scripts to ensure
consistency in all Customer interactions
4 Customer Interactions
All Customer Interactions can be captured for monitoring and analysis
purpose
26. 26
Key Business Functions: Post Sales Service
# Customer Support Key Functionality
1
Service Request
Mgmt
Manage every incidence (Service Request) reported by customer,
prioritize, assign SR owner and monitor completion of the incidences
2
SLA Monitoring &
Escalations
Monitor turn around times and ensure SLA’s are met on a periodic basis.,
with configurable escalations
3
Task & Resource
Mgmt
Assign tasks and resources depending on criticality; & skill levels, monitor
activities and manage escalation within teams and management
4
Customer
Interaction Mgmt
Record complete customer interaction, provide one view for customer
service, client relations and other Customer facing departments for
ensuring end to end customer knowledge
5
Flexible Service
Workflows
Flexibility to define Service Request Workflows as per requirements of
business processes
30. Sr.
no
Functionality Oracle CRM Amlaki Rent
Enhancement
1 Online Duplicate Prospect Identification Yes No
2 Duplicate Prospect merging Yes No
3 CTI (for Automatic Customer
Identification)
Yes No
4 360 degree Customer Dashboard Yes No
5 System Generated Unique Reference
number
Yes No
6 Lead Source Reference Dynamic LOV
dependent on
Marketing Activity
Static LOV
7 LeadTimeframe Yes No
8 Multiple Leads for same Prospect Yes No
9 Capture Customer Interactions Yes Yes
31. Sr.
no
Functionality Oracle CRM Amlaki Rent
Enhancement
10 UserWork queue Yes No
11 ManagerView ofTeam Leads Yes No
12 Lead Escalation Yes No
13 Lead follow up Yes Yes
14 Automatic Lead Assignment Yes Yes (not enabled)
15 Sales Methodology Yes No
16 Match Requirements No Yes
17 Flexible MIS Reports Yes (Discoverer) Operational Reports
only
18 Performance Fast (Hosted In house) Variable (Accessed
through the Internet)
34. Check POA doc
Status: Open Legal
Client RelationsStatus: In Progress
Close Child
Task
Example of ServiceWorkflow involving Legal
Inform Customer &
Close Service Request
Client Relations
Auto email
notification
Task 2
Create
ChildTask
Customer
Calls
Call Centre to
Register
Service Request
Screen popup helps Agent
Identify Customer
Agent Logs
Service Request.
Auto assigned to
Client Relations
Status:Open
EmailUpdate Task with
status & comments
Close SR
SMS System
List of
Service
Requests
39. 2002
Deyaar
Incorporat
ed
2006 Oracle
Financials
(11.5.10) Go-
live
2007 Oracle
HRMS &
Purchasing
(11.5.10) Go-live
2009 Oracle
R12
Implementation
2011 Oracle
CRM Rollout for
Property
Management
(Pre-Leasing)
2012
Oracle
Rollout for
Deyaar FM
2012DeyaarFM
formed
2013 Oracle R12
Rollout for
Arady
2013 Launch of
Arady
40. Property Master (BIN
& Units), Customer
Master (Landlord &
Tenants) defined in
Amlaki
Property Master &
Customer Master
data Interfaced to
Oracle
Service
Request
Tasks
Completion
Entering SR Billing
info (Material, Labour,
External Service)
updating of BIN
Balance
Service
Request
Logging
(Open)
SR Billing &
Customer
Invoicing
Oracle
Amlaki
Service Request
Work in Process
(Assignment of
Tasks)
Inventory
Issuance
SR Closure
Amlaki-Oracle
Interface (web
service) OracleTeleService
Oracle
Inventory/Purc
hasing
OracleTeleService
OracleAccounts
Receivables
Customer Calls
(800DEYAAR)
Acquisition of new
Building (BIN)
