Apex IT Presents Oracle CRM On Demand Integration Options and Benefits


Published on

See how you can integrate your Oracle CRM On Demand solution to your back office applications. Whether you are a PeopleSoft, Oracle E-Business Suite, JD Edwards, or other ERP user, this wekbcast lists out the benefits of integrating, and the options out there.

Published in: Business, Technology
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • Have you ever had a bad customer experience? We all have had those moments where we ask ourselves “How dare they treat me like that? I’ve been a customer for 15 years, doesn’t this person on the phone know how valuable I am?” Let’s take a classic consumer example: Customer Support: You call your cell phone provider with a dispute for roaming charges on your personal cell phone bill. You are routed the Billing group. You attempt to dispute the bill, they tell you that they do not have authorization to waive the charge. The agent doesn’t know that you are a business owner with a large business account with the provider, and that the previous plan you had didn’t charge for roaming and this new package does, which is the reason for your confustion. The agent does not have visibility to your previous packages, only the current. Agents says that he is unable to reverse the charges. You ask to talk to the manager. You are put on hold for 10 minutes. The manager answers the phone, and you have to repeat the story. The manager puts you on hold for 10 minutes. The manager then comes back to you and appologizes and agrees to waive the fee. You then realize that you need to change your plan because you need free roaming to avoid this problem in the future. The manager transfers you to sales. Sales has no clue what you have just been through, and does not treat you any differently than any other customer that calls. The sales person changes your package then tries to upsell you additional services. Are you kidding me?? The last thing I want to do right now is buy more stuff from you guys…
  • Apex IT Presents Oracle CRM On Demand Integration Options and Benefits

    1. 1. Oracle CRM On Demand - Integration Dan Kudanovych Practice Director Bryan Hinz Vice President Greg Smith CRM On Demand Solution Architect
    2. 2. Program Agenda <ul><li>Introductions </li></ul><ul><li>A Day in the Life – The Cost of Being Siloed </li></ul><ul><li>Integration Options </li></ul><ul><li>Customer Successes </li></ul>Program Objective <ul><li>Increase awareness of integration possibilities with CRM On Demand </li></ul>
    3. 3. Presenters <ul><li>Dan Kudanovych | Practice Director </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>Bryan Hinz | Vice President </li></ul><ul><ul><li>Consulting and implementing CRM for 14 years </li></ul></ul><ul><ul><li>Consulted over 400 companies on their CRM strategy </li></ul></ul><ul><li>Greg Smith | CRM On Demand Solution Architect </li></ul><ul><ul><li>Consulting and implementing CRM for 11 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>
    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>A Day in the Life – The Cost of Being Siloed </li></ul><ul><li>Integration Options </li></ul><ul><li>Customer Successes </li></ul>Program Objective <ul><li>Increase awareness of integration possibilities with CRM On Demand </li></ul>
    6. 6. The Life of a Customer <ul><li>How many people does it take to get these customer needs addressed? </li></ul><ul><ul><li>Checking order status </li></ul></ul><ul><ul><li>Resolving service problem </li></ul></ul><ul><ul><li>Changing your order </li></ul></ul><ul><ul><li>Purchasing new products </li></ul></ul><ul><ul><li>Dispute your bill </li></ul></ul><ul><ul><li>Renew your service contract </li></ul></ul><ul><ul><li>Schedule on-site service </li></ul></ul><ul><ul><li>Change your password </li></ul></ul><ul><li>Imagine that phone call! </li></ul>
    7. 7. The Life of a Customer (con’t) <ul><li>If you are an Account Rep, and are checking in or visiting your customer, how long does it take to gain access to… </li></ul><ul><ul><li>Products or Services they use </li></ul></ul><ul><ul><li>Service History </li></ul></ul><ul><ul><li>Complaint/Issue History </li></ul></ul><ul><ul><li>AR/Disputed Financials </li></ul></ul><ul><ul><li>Other Leads </li></ul></ul><ul><ul><li>Analysis/trend of declining use of products/services </li></ul></ul><ul><ul><li>Hot selling items they are not using </li></ul></ul><ul><ul><li>Took one organization 11 phone calls and weeks to get this information to be prepared for a productive visit, sometimes asking the customer what products they used </li></ul></ul>
    8. 8. The Life of a Customer (con’t) <ul><li>Resulting in… </li></ul><ul><ul><li>Frustration </li></ul></ul><ul><ul><li>Inconsistent Service Experience </li></ul></ul><ul><ul><li>Reduced customer satisfaction and loyalty </li></ul></ul><ul><ul><li>Customer spreads the word… </li></ul></ul>Customer experience is a reflection of whether or not your processes are aligned to satisfy the customers’ needs of your organization
    9. 9. Challenges to Customer-Facing Employees <ul><li>Multiple systems required to resolve customer inquiry, increasing call bouncing </li></ul><ul><li>No visibility to real-time status of in-flight orders </li></ul><ul><li>Finance unaware of service history, customer segment – treats everyone the same </li></ul><ul><li>Customer escalations are frequent… “Can I talk to your manager?” </li></ul><ul><li>Holistic enterprise view of customer requires search through multiple systems </li></ul><ul><li>Sales and Service unaware of available credit, dunning letters and past due invoices for customers </li></ul><ul><li>Field technician must log into multiple systems for visibility to inventory, bill for TME </li></ul>
    10. 10. Challenges for Management <ul><li>Costly repeat on-site service visits due to lack of required parts </li></ul><ul><li>Long issue resolution times </li></ul><ul><li>Custom business process integrations difficult to implement, expensive to maintain </li></ul><ul><li>Customer attrition rate higher than desired </li></ul><ul><li>Reduced service renewal rates </li></ul><ul><li>Lag in time to bill customers for services/products – long DSO </li></ul><ul><li>Lost up-sell/cross-sell and collections opportunities </li></ul>
    11. 11. <ul><li>Streamlined cross-enterprise business processes and a holistic customer view </li></ul><ul><li>Business process integration across front and back office </li></ul><ul><li>Visibility to customer service and sales information for financials or order management specialists </li></ul><ul><li>Visibility into billing and order information for service and sales agents </li></ul><ul><li>Processes that are aligned to satisfy your customers’ needs, providing a seamless customer service experience </li></ul><ul><li>Advanced analytics helping sales and service reps spot trends and address them before the customer churns </li></ul>What is the Ideal State?
    12. 12. Program Agenda <ul><li>Introductions </li></ul><ul><li>A Day in the Life – The Cost of Being Siloed </li></ul><ul><li>Integration Options </li></ul><ul><li>Customer Successes </li></ul>Program Objective <ul><li>Increase awareness of integration possibilities with CRM On Demand </li></ul>
    13. 13. What information should I integrate? <ul><li>Provide a 360 Degree View of your Customer </li></ul><ul><ul><li>Customer information (one or two way) </li></ul></ul><ul><ul><li>Financial information </li></ul></ul><ul><ul><ul><ul><li>Credit history </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Order history </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Invoice terms </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Billing information </li></ul></ul></ul></ul><ul><ul><ul><ul><li>AR/Disputed lines </li></ul></ul></ul></ul><ul><ul><li>Contracts </li></ul></ul><ul><ul><li>Quotes </li></ul></ul><ul><ul><li>Master of Products/Services & Pricing </li></ul></ul><ul><ul><li>Catalogs </li></ul></ul><ul><ul><li>Installed Products/Services </li></ul></ul>
    14. 14. Integration Options 1 2 3 <ul><ul><li>Sync Data between CRM On Demand and ERP </li></ul></ul><ul><ul><li>Do this when data needs to be stored in separate systems </li></ul></ul><ul><ul><li>Utilize web-services </li></ul></ul><ul><ul><li>Point-to-point or middleware </li></ul></ul><ul><ul><li>Technologies can vary </li></ul></ul><ul><ul><li>Screen Mash-up of other Web-based Systems </li></ul></ul><ul><ul><li>Embed other systems user interface directly into CRM On Demand </li></ul></ul><ul><ul><li>Web Links </li></ul></ul><ul><ul><li>Click a link to pop the screen of a specific location of another system </li></ul></ul><ul><ul><li>Single Sign-on </li></ul></ul><ul><ul><li>Pass parameters (such as an address to Google Maps) </li></ul></ul>
    15. 15. Integration Options Integration Broker APPLICATION INTEGRATION ARCHITECTURE Web Services
    16. 16. Program Agenda <ul><li>Introductions </li></ul><ul><li>A Day in the Life – The Cost of Being Siloed </li></ul><ul><li>Integration Options </li></ul><ul><li>Customer Successes </li></ul>Program Objective <ul><li>Increase awareness of integration possibilities with CRM On Demand </li></ul>
    17. 17. Customer Successes <ul><ul><li>Leveraging CRMOD in Student Life Services </li></ul></ul><ul><ul><li>Career Placement, Academic Advising, Accessibility Center, etc) </li></ul></ul><ul><ul><li>Case Management different than Call Tracking </li></ul></ul><ul><ul><li>Six different systems integrated together </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>Standardized quoting process </li></ul></ul><ul><ul><li>CRMOD < - > BigMachines -> Cast Iron -> PeopleSoft </li></ul></ul><ul><ul><li>Parts / Product information synchronized between BigMachines and CRMOD </li></ul></ul><ul><ul><li>Potential for linking to Financial system for more information </li></ul></ul><ul><ul><li>Potential for single Customer create page that provides for Data Governance validation before creation in Financials and CRMOD </li></ul></ul>
    18. 18. Dan Kudanovych o. (920) 499-2472 c. (612) 281-4264 [email_address]