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JD Edwards EnterpriseOne CRM Case Management

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JD Edwards EnterpriseOne CRM Case Management

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JD Edwards EnterpriseOne CRM Case Management

  1. 1. JD Edwards EnterpriseOne CRM Case Management
  2. 2. Common Customer Relationship Challenges CHALLENGES CAPABILITIES VALUE • Single embedded customer data base • Comprehensive, 360 degree view of customer interactions • Customer Self Service portal provides 24x7 sales and service • Trouble shooting tools help reduce service requests • Greatly enhanced customer experience and satisfaction • Decreased response and resolution times • Increased self service capabilities • Better coordination and access to key customer data among departments • Unable to provide 24x7 customer service • Lack of customer information impedes exceptional customer service • Unable to easily match customer profile data with sales & service histories • Unable to track follow-up activities
  3. 3. JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Management Common EnterpriseOne Data & Business Processes Support Case Management Service Service Management Solution Advisor Branch Scripting CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain
  4. 4. JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Management Common EnterpriseOne Data & Business Processes Support Case Management Service Service Management Solution Advisor Branch Scripting CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Request to Resolve  Receive customer calls  Escalate issues  Resolve using Solution Advisor  Execute scripts for:  Up sell opportunities  Problem diagnosis  CSR product training  Access customer 3600
  5. 5. Request Diagnose Escalate Resolve FINANCIAL HUMAN CAPITAL JD Edwards EnterpriseOne CRM Support Management Single System, Seamless Integration Basic & Advanced Search Email Solutions Solution Library Customer 3600 Activities & Calendars Product Information Escalations Related Actions Entitlement Check CUSTOMER 3600 SCRIPTING KNOWLEDGE BASE Branched Scripts Linear Scripts Up sell / Cross sell / Train CRM ASSET MGMT PROJECT SUPPLY CHAIN TOOLS SUPPORT Case Mgmt Scripting Solution Advisor ESCALATE CRM Foundation
  6. 6. JD Edwards EnterpriseOne CRM Support Request to Resolve Customer Request Capture Evaluate Customer Assign Resource Diagnose & Resolve Cross Sell / Up Sell Case Mgmt Sales Order Mgmt  Lead  Customer  Contact  Employees  Work Order Customer Self Service Verify Entitlement Provider Group Skill Sets Scripts Solution Advisor Failure Analysis Escalation Service Management RMA Create Sales Order Create Quote Create Lead Create Opportunity Credit Check Order Promising Customer Ledger Account Stats Asset Info Employee Profile Employee Benefits Dependent Info Billing Time Entry Customer Billing Front Office Back Office
  7. 7. Log the Details Case Entry – The Central Document
  8. 8. Troubleshoot Issue Case Entry – The Central Document
  9. 9. Select Related Docs Case Entry – The Central Document
  10. 10. Create a Service Work Order Case Entry – The Central Document
  11. 11. Assign Tasks Case Entry – The Central Document
  12. 12. ALM Capital Asset Management CRM Service Mgmt CRM Case Mgmt Managing Company Owned Assets Maintaining Customer Owned Assets Managing requests for service / maintenance JD Edwards EnterpriseOne Product Areas Enabling End-to-End Business Processes for Maintenance Management
  13. 13. CRM Case Management Summary: Increased Customer Access Greater Customer Insight • In tune with customer needs and values • Leverage knowledge to extending product / service offerings • Deliver on customer expectations • Enhanced competitive advantage • Shared key customer data • Increased customer satisfaction • Increased responsiveness, decreased resolution time • Targeted interaction Effective Customer Interactions

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