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Apex IT Presents Oracle CRM On Demand Integration Options and Benefits
- 1. Oracle CRM On Demand - Integration Dan Kudanovych Practice Director Bryan Hinz Vice President Greg Smith CRM On Demand Solution Architect
- 15. Integration Options Integration Broker APPLICATION INTEGRATION ARCHITECTURE Web Services
- 18. Dan Kudanovych o. (920) 499-2472 c. (612) 281-4264 [email_address]
Editor's Notes
- 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…