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CRMIT : Oracle CRM On Demand to Fusion CRM Migration success story


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This presentation talks about CRMIT 's successful migration from Oracle CRM On Demand #CRMOD to Fusion CRM.

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CRMIT : Oracle CRM On Demand to Fusion CRM Migration success story

  1. 1. CRMIT’s CRM On Demand to FCRM Migration Success StoryCopyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  2. 2. Agenda • CRM On Demand deployment overview • Unmet CRM needs • Fusion CRM – A better fitment for CRMIT • Migration Approach, Plan & Current Status • Integration / Custom Extensions to FCRM • Future Roadmap for FCRM deployment • Readiness Plan as an Implementation Partner • Contact Information • Our OfficesCopyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  3. 3. CRM OnDemand Deployment Overview • Deployed in 2010 for CRMIT’s “Sales Team” as a simple CRM solution enabled with standard out of box CRM On Demand features • Major internal initiative undertaken in 2011, to convert CRM OnDemand as a “Strategic Application” to gain new customers, improve customer satisfaction and collaboration among Sales, Marketing, PMO and finance teams of CRMIT under the project initiative of “Sales++” • CRM On Demand is customized on multiple aspects (data structures, business processes, Standard extensions (ODM) and custom extensions) as part of Sales++ initiative • Sales++ deployed in mid 2011 to CRMIT’s sales, marketing, PMO and finance teams distributed across the globe as one single application facilitating centralized data capture and collaborationCopyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  4. 4. Unmet CRM needs • As CRMIT diversifies globally, there is a strong need for effective territory definition for Sales team and use it as base for handling data security, forecasting and performance management which is over and beyond the current “Book of Business” feature offered by CRM On Demand • CRM On Demand discrete workflow feature though simple and elegant is not sufficient to deploy some of the complex internal processes that cuts across multiple groups like sales, marketing, finance and PMO • Need for a better user interface coupled with advanced built-in native interfaces of CRM with MS office applications / other collaboration tools • Need for a flexible framework (unlimited objects, fields etc) to build custom extensions • Need for a scalable application platform to meet the future needs of CRMIT in the areas of HCM, ICM and OSN • Flexible and unlimited webservice usage would help CRMIT to effectively use its custom CRM plug-insCopyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  5. 5. Fusion CRM – A better fitment for CRMIT Territory • Powerful territory management tightly coupled with • Security Model • Real time Forecasting Management • Embedded reports and dashboards with extensive pre-built metrics for performance management • Flexible Architecture facilitating Flexible • Deeper process level customization with process manager • Ability to build complex business rules / validations using Groovy support • Customizable mobile CRM Architecture • Unlimited custom objects / abundant custom fields • Workflows supported by Groovy scripts • Unrestricted Webservice usage Scalable • Scalable Platform to meet CRMIT’s future needs on • Human Capital Management platform for all its employees Application • Incentive compensation management to implement flexible / complex compensation payouts Platform • Oracle Social Network for internal / external collaborationCopyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  6. 6. Migration Approach, Plan and Current Status July / May 2012 June 2012 Sep 2012 August 2012 •Instance provisioning Processes Data Migration •Company Setup (Currency, Language, •Customization using Webservices to Territory Dimensions etc) build integrated Service Request •Object Extensions (Custom objects) •Opportunity Management (Sales Coach, Management Module •Migrating of existing CRM OnDemand Business Rules, Workflows) Production Data (Accounts, Contacts, •Field Extensions •Integration with CRMIT’s internal •Lead Management Opportunities and Leads) •Setting up territory and Quota Project Management System (PMS) •Campaign Management (Email) •Data Quality Testing definition •Inter department collaboration flows •Reports and Dashboard testing with •Reports / Dashboard Creation production data (Sales, Presales, Finance and PMO) •User Migration and GoLive Data Customization Structures / Integration Current Status : CRMIT goes live with Fusion CRM on 7th October 2012Copyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  7. 7. Integration / Customization extensions to FCRM Customization - Lack of Service Request Management in current version of FCRM is not a serious show stopper to CRMIT as we went ahead and built our own Integrated Service Request Management Module for FCRM. Integrated Service Request Management Module for FCRM helps CRMIT to • Extend Fusion CRM to handle Service Request Management with relevant reports and dashboards • Provides a 24 x 7 knowledge portal accessible to CRMIT customers, to reduce service cost • 24 x 7 web based Service request portal for CRMIT customers to raise and resolve product / service issues with CRMIT support personal • Built-In Social Media integration capabilities to enhance knowledge sharing and co-creation capabilities • Future plans in place to add non expensive channels of communication like email, chat and CTI solution Integration - FCRM is integrated with CRMIT’s Project Management System Whizible (PMS) supporting the below needs • Facilitates conversion of won opportunities to a “Project” in PMS on click of a button in FCRM, reusing all information gathered as part of sales cycle without any manual intervention • Update back to FCRM on project progress / payment milestones for Sales team to get a 360 degree view of current project status • Update back to FCRM on periodic basis on project success metrics (Effort / Schedule / Cost / Quality) • Posting back documented “Project Closure” results to FCRM for future reference • Ensures tighter collaboration among Project team members, PMO, Finance and Sales teamCopyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  8. 8. Future Roadmap for FCRM deployment • Enabling Marketing module in Fusion CRM • Deployment of Mobile CRM • Integration with Financial Systems • Deployment of Fusion Incentive Compensation Module (ICM) • Deployment of Fusion Human Capital Management (HCM) • Integrating with Oracle Social Network (OSN) to enable tighter collaboration within CRMIT members across the globe as well as with Partners and CustomersCopyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  9. 9. Readiness Plan as an Implementation Partner CRMIT is one of the first OPN partners to have now “Certified Fusion CRM Sales Implementation Specialists” Deliver Fusion CRM Implementation Simple Implementation with out of box features for rapid value realization Complex implementation with involved integration / extensions to large customers Migration approach / tools / utilities to migrate existing CRMOD Dec 2012 customers to Fusion CRM Setup Fusion CRM Practice Sales & Presales support to Oracle POC Support to Oracle Scaling internal team strength Migrating CRM++ plug-ins to Fusion CRM Build Internal Competencies Sales & Presales Certifications Implementation Certifications May 2012 Hands-On competency with internal deployment Training delivery on Fusion CRM for OracleCopyright of CRMIT (C) 2012. All rights reserved. Confidential Information
  10. 10. Contact Information Phone: +1 972 215 0547 Website: Email: Blog : Twitter : @crmitsolutions Facebook : LinkedIn : Google+ : YouTube : Flickr : Pinterest : of CRMIT (C) 2012. All rights reserved. Confidential Information
  11. 11. Our Offices USA Office Asia Office Australia Office 1525, McCarthy Blvd, 14, CRMIT Towers, Suite 24/103George Street, Suite 1000,Milipitas, BTM Layout 1st Stage, Parramatta, California 95035 100 Ft Ring Road, NSW-2150, USA Bangalore 560068 Australia India Japan Office Europe Office 2-21-7-703 Kiba, Koto- Ku, Taiwan Office 9 Devonshire Square Tokyo 135-0042, CRMIT Solutions London, Japan 10F, No. 514, Sec. 2, Chenggong Road, Neihu 4YF Taipei, UK EC2M District, Taiwan 114 For more information, contact us at or visit our website at www.crmit.comCopyright of CRMIT-© 2012. All rights reserved.This document and translations of it may be copied and furnished to others, and derivative works that comment on or otherwise explain it or assist in its implementation may be prepared,copied, published, and distributed, in whole or in part, without restriction of any kind, provided that the above copyright notice and this section are included on all such copies andderivative works. However, this document itself may not be modified in any way, including by removing the copyright notice or references to CRMIT, without the permission of thecopyright owners. This document and the information contained herein is provided on an "AS IS" basis and CRMIT DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUTNOT LIMITED TO ANY WARRANTY THAT THE USE OF THE INFORMATION HEREIN WILL NOT INFRINGE ANY OWNERSHIP RIGHTS OR ANY IMPLIED WARRANTIES OFMERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.Copyright of CRMIT (C) 2012. All rights reserved. Confidential Information