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JD Edwards EnterpriseOne CRM Foundation

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JD Edwards EnterpriseOne CRM Foundation

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JD Edwards EnterpriseOne CRM Foundation

  1. 1. JD Edwards EnterpriseOne CRM Foundation
  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 Lead to Order  Manage the sales organization  Maintain customer and contacts  Enter and track leads  Qualify opportunities  Provide quotes  Generate proposals  Enter and process sales orders  Review pipeline and forecasts
  5. 5. 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
  6. 6. 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 Install to Maintain  Access customer 3600  Track installed equipment:  Customer location/status  Site location/status  Service entitlement  Service contracts  Warranties  Supplier contracts  Service work orders  Bill for services
  7. 7. 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
  8. 8. JD Edwards EnterpriseOne CRM Support Lead to Order Import Leads Manage Leads Manage Opportunity Submit Quote Create Firm Order Plan Forecast Import Lead Sales Team Alignment Update/Create Customer Update/Create Contact Create Lead Convert to Opportunity Create Quote Proposal Generation Create Sales Order Products Shipped Customer Billed Commissions Paid Front Office Back Office
  9. 9. 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
  10. 10. JD Edwards EnterpriseOne CRM Service Management Install to Maintain Install Customer Request Service Bill / Pay Customer calls with issue Case logged Contract entitlement checked Need to send technician to customer site to fix Service work order created Parts and labor attached Work completed Services invoiced to customer Pay technician Front Office Back Office Time Entry Customer Billing
  11. 11. CRM Foundation Activity Home Page
  12. 12. CRM Foundation Contact Management
  13. 13. CRM Foundation Product Catalog
  14. 14. CRM Foundation Employee CRM View
  15. 15. Customer 360o View - Customer Information One Click Navigation No Form or Row Exits Use of Power Form Tabs and Hyperlinks
  16. 16. CRM Foundation 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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