Category: CRMOD

Oracle CRM OnDemand – Alive and Kicking?

Oracle CRM OnDemand (CRMOD) Release 16 was my first encounter with a ready to use, complete End-to-End CRM application in a SaaS model, and its needless to say that I am biased towards this application. However, the reasons are not just personal; the application now in its 23rd release (with a roadmap to R24) has come a long way. It is a mature application and is as good as (if not better) most of the other offerings in the market.

But recent events in this space have raised doubts of the application’s life term. Many would argue that Oracle’s focus has shifted to the development and enhancement of fusion applications and Oracle CRMOD is on its way to retirement. While this is not entirely false, we still need to understand that the application is part of Oracle Sales Cloud and with its existing customer base, Oracle would find it difficult to move away from this product.

This is well substantiated by the recent enhancements and the fixes I have seen in the release 23. Oracle has delivered more than 35 enhancements with major themes being – Customer experience, Industry Innovation and Lower Total Cost of Ownership (TCO). While the below screenshot shows the focus areas of Release 23, the roadmap for Release 24 is equally convincing.

CRMOD Release 23 features

R23 talks about integration with Oracle Social Relationship Management for Social engagement and monitoring and concentrated effort to build up the Life Sciences industry vertical for CRMOD. However, in this article, I would focus on the three most intriguing features (as per me) of Oracle CRMOD, their functionalities and recent enhancements.

1] Business Process Automation’: From updating a field to building complex validation rules, used for automating tasks which were painfully manual or for defining rules that control the application’s usage, Business Process automation module of CRMOD is probably the single biggest component in terms of impact towards the application adoption. A well defined and well configured Business process can ensure that your application is controlled and structured.

Oracle CRMOD provides a robust framework to establish these business processes. As a systems analyst, you can create innumerable combinations of Actions based on the triggers available. Think of any action below and combine with the trigger to define your process.

CRMOD Business Process

The predefined functions in Oracle CRMOD boasts of a comprehensive list, which when stitched together with the operators offered can help you define and configure the most complex of rules and processes.

R23 enhancements – With R23, one of the key features in business process management is that the function ‘JoinFieldValue’ (function to extract field value from another object) could potentially have any record as the source and any record as the destination. The source records were previously restricted to OOB objects and Custom Object 1, 2 & 3. This meant that while designing the system, we had to take into consideration this limitation. However, now you could map your business entities without thinking of this constraint.

CRMOD Keynote

2] Personalizing your Application’: Driven by its theme of ‘Customer Experience’ this section has seen a number of enhancements in the last few releases. The application though designed/configured globally in a certain way, provides the user the ability to control:

a) What they want see in the system &

b) How they want to see it

The list below (not limited to) highlights what users can control in the system, apart from being able to modify one’s personal information:

Application Personalizing with CRMOD

R23 enhancementsDynamic layout capability is one of the most sought after features in Oracle CRMOD. A feature not yet available in recently developed applications. Prior to R23, users could only add/remove related information sections for a layout and this did not impact the dynamic layouts. But R23, takes this a step further by giving users the option to personalize the layout with individual sets of related information, each set mapping to a driving value in the pick-list.

keynote R23 enhancement of CRMOD

3] Ad-hoc Actionable Analytics’: Oracle CRMOD is powered with a light weight yet robust analytics engine. Having worked with multiple applications, I can confidently say that the reporting capability of CRMOD is more powerful than most of the competitive software available in the market. I like to use the phrase ‘Ad-hoc Actionable Analytics’ because with limited training, users with the right privileges could create meaningful reports and dashboards on the fly.

Business scenario* – “Head of a wholesale banking business unit wants to know the overdue opportunities by industry but at the same time wants to find out why the opportunities has not been closed” *- Screens shown below are for demonstrative purposes only and may not  relate to real time scenarios

Oracle CRMOD provides a 3 step solution to this requirement:

A)     1st Level Dashboard Statistics :: Identify the Area of Concern

1st Level Dashboard Statistics for CRMOD

B)      2nd Level List of items :: Get More Information

DAP detail report of CRMOD

C)      3rd Level Record view :: Take Action

Account plan detail of CRMOD

R23 enhancements – Apart from support from multiple languages in analytics and introduction of some important subject areas, Release 23 brings in a personalization of Dashboards for user roles. Administrators could previously remove pre-built dashboards, but now you can customize and sort the display of dashboards.

R23 enhancement CRMOD

Oracle CRM OnDemand, is a critical piece in the Oracle Cloud applications suite. It may not be the Primary Focus and preference but it is not going to retire anytime soon. As per me, Oracle has every reason to continue its enhancements and support for the next two years at least, which is quite a long time in any application’s life. Oracle CRMOD is here to stay and is very much ‘Alive and kicking’!!

Pratik Bajaj
Principal Business Consultant – CRM & CX.
CRMIT Solutions

 

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Upgrade to Best Practices, Not Just Your Budgets

Annual Support & Advocacy Program

Annual Support & Advocacy Program

Your CRM / CX environment is a strategic component of your business. Driving user adoption will be critical to the success of your customer experience strategies. You might have your budgets rolled up for the best of the technologies, but having the best practices in place is equally important.  Enabling you with the day-to-day support and services you need to ensure that your CRM / CX strategies are successful

Software support becomes an important and immediate requirement post every successful implementation program. An active annual software and advocacy agreement helps to ensure the long-term support and operation of critical computing environments. The absence of such an arrangement greatly restricts access to technical assistance and challenges with updating and implementing new software releases. This can result in interruption of normal system operation and extended down time.

The ASAP [Annual Support & Advocacy Program] is a comprehensive support and advocacy program for Oracle CRM and RightNow CX Cloud Service customers. The  program includes, remote technical support, remote configuration & installation assistance, fixes, special software patches and minor/ major updates.

The ASAP is available within multiple delivery models including onsite, onshore or multi-shore. Subscribers to the ASAP [Annual Support & Advocacy Program] also have access to online support tools, single point of contact [SPOC], CX (Customer Experience) experts, industry experts and key Oracle product and engineering teams.

Benefits

  • Post implementation support & annual CRM / CX Health Check
  • Periodic documented feedback / assessment on user adoption rates, technical configurations, integration and upgrades
  • Access to online support tools, SPOC, CX / domain experts and key Oracle product & engineering teams.
  • Flexible support plans to suit onsite, offshore and multi-shore delivery model
  • Discounts to training programs
  • Extended configuration, customization and report generation support from an integrated R&D and validation services team with expertise including FMW, J2EE, .NET, PHP, mySQL, etc

First-hand knowledge of cloud integration, CRM, CX (customer experience) and most importantly the domain specialization is a necessary condition for first class support, but this must also be coupled with understanding of the latest developments in each relevant deployments. CRMIT Solutions contributes to the development of many specifications through direct participation in some of the Oracle CRM / CX product validation / testing programs. Knowledge gained through current specification development activity and validation is further enhanced by leadership positions in the Oracle CRM On Demand, Oracle Fusion CRM and RightNow CX Cloud Service markets. This brings CRMIT engineering teams into broad contact with developments in the field, and has resulted in applying these standards in a wide variety of situations.

Visit www.crmit.com/support.html   for more info

CRMIT launches a new title: CRM On Demand – Administrative Essentials

It is our pleasure to state that CRMIT, one of the fastest growing specialists in delivering CRM solutions has launched a book: CRM On Demand – Administrative Essentials at a glittering ceremony on January 18th at Nalanda, CRMIT Towers, Bangalore. The highlight of the book is it is authored by our very own CRMITians, Venkatesan Sundaram and Padmanabha Rao. The book delves into the implementation aspects of the CRM On Demand system to equip the administrative team with the knowledge of the model of customer relationship management. Satyendra Kumar, Senior Vice-President & Group Head for Infosys Technologies graced the occasion, along with the company’s Founder and CEO, Vinod Reddy and other senior management people.

The event kicked off with the welcome speech by Naga Chokkanathan, one of our senior directors, who spoke about the significance of the event and introduced the chief guest to all our CRMITians. This was followed by an inspiring speech by Venkatesan, one of the co-authors of the book. Sharing his wonderful experiences of writing this book along with his co-author Padmanabha Rao, Venkatesan spoke about his inspiring journey right from the idea of writing a concise and an informative book, to the efforts that went all through the final publication of the book. In this regard, he spoke in length about his co-author Padmanabha Rao and how his valuable inputs and timely co-ordination has gone a long way in completing the book with the desired quality and output. He further added that the book, which is more illustrative and diagrammatic, is intended for administrators, who intend to implement their in-house CRM systems at their respective organizations; or any other professionals, who would like to refresh their administration knowledge.

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The chief guest at the event, Satyendra Kumar shared his valuable insights and experiences in the CRM space, considering his vast knowledge and experience in this domain. Being a senior management professional at Infosys and a highly learned person, our audience was awe struck by his thought provoking ideas and live quotes in the customer experience management. Emphasizing how customer experience has a major role to drive any organization’s engine, particularly in retaining existing customers or in generating new leads, he drove the point that large organizations with their intricate hierarchies are losing their customer experience touch points, while addressing any customer queries within the given time frame. At the same time, he dwelt upon how smaller organizations, due to their simpler hierarchical structures can take advantage in this space and render services with a penchant for prompt customer service including minimizing turnaround time to address their customer queries. He ended his speech with a congratulatory note to the authors.

Vinod Reddy later felicitated the chief guest and shared his thoughts and experiences on this book. Lauding our chief guest’s speech, he asked one and all to imbibe and implement his thoughts, particularly for a small company like CRMIT, where customer experience has a crucial role to play in driving its business engine. Deliberating on the publication of this valuable book, he praised the authors, who took lot of pain in bringing out such a valuable book, which is a distillation of their past experiences and knowledge in the CRM space. He further added that the book has received some rave reviews from various professionals and even being endorsed by some organizations as a handy guide for CRMOD implementations.

Finally, Ravi Shankar, our senior HR Director spoke a few words about the book and lauded the efforts of the authors in coming out with such a wonderful book and drew the attention of the authors to come out with more such titles in the near future. He also thanked the chief guest for gracing the occasion, despite his busy schedule and commitments. The event was followed by High tea.

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CRMIT to launch a new book: CRM On Demand Administrative Essentials

Today our team in CRMIT will be launching a new book “CRM On Demand Administrative Essentials” authored by our very own CRMITians, Padmanabha Rao and Venkatesan Sundaram.

On Friday, Jan 18th, we’ll celebrate the book’s launch at a book unwrapping event and high tea @ CRMIT Towers in Bangalore. The event will be headlined by our special guest, Satyendra Kumar, Sr Vice President & Group Head, Infosys.

The book delves into the details of the CRM On Demand system to equip the implementation team with the knowledge of the model of customer relationship management to adapt, adopt and advance to suit your business, keep your customers delighted and your competitors gasping.

“I am quite impressed the way this book describes the design and discipline of the software as a service of CRM On Demand (Cloud CRM). In fact, we have received great feedbacks about the illustrations, diagrams, and tips with clear step-by-step instructions and real-time examples.

My congratulations and best wishes to both Padmanabha Rao and Venkatesan Sundaram”, said Vinod Reddy, Founder and CEO, CRMIT Solutions.

A special thanks to Satyendra Kumar for accepting to grace this occasion and Richard Napier for sharing his views on this book.

Oracle publishes CRMIT videos from Oracle Open World Conference

Oracle has published the following CRMIT videos from Oracle Open World Conference:

In the first video, Raj Badoni, one of the Directors of CRMIT discusses how CRMIT
uses Oracle Cloud’s platform services (PaaS) to extend Oracle Fusion Applications in Oracle Cloud for its customers.

In the second video, Siemens, Intelivideo, CRMIT Solutions and Java User Group leader, Markus Eisele, discuss using Oracle Cloud’s self-service, standards-based, scalable platform services to rapidly develop, test, and deploy enterprise-grade business applications in the cloud.

Oracle CRM On Demand new release features

With new Fusion CRM in place, Oracle is still continuously innovating and improvising its existing Oracle CRM On Demand product as well and has rolled out many new features in its respective releases like R19, R20 and R21.

Each release demonstrates the Oracle’s commitment to ongoing innovation that introduces industry-leading capabilities to drive revenue, reduce costs, and improve the customer experience. The features introduced in these new releases are aimed to solve industry-specific pain points, while providing enhanced business value for the life sciences, insurance, financial services and automotive industries.

To know more about the features pertaining to each of the releases, click the following links:

R19 Features:
http://oukc.oracle.com/static09/opn/apps09/crmondemand/51848/WhatsNewInR19_2/index.html

R20 Features:
http://oukc.oracle.com/static12/opn/events12/99601/021312_99601_TOI_source/index.htm

R21 Features:
http://oukc.oracle.com/static12/opn/events12/103442/102612_103442/index.htm

CRMIT Stakes Goal of 40% Year-on-Year Growth on a Modern, Cloud-Based, Customer Relationship Management Solution

CRMIT is a leading Oracle Platinum Partner for Oracle ’s cloud-based customer relationship management (CRM) solutions. The company has implemented Oracle CRM on Demand for more than 100 customers in Europe, Asia, Australia, and the United States.

CRMIT planned to expand its global business and meet aggressive expansion targets and wanted to do this without increasing its costs. After evaluating several solutions, CRMIT deployed Oracle Fusion Customer Relationship Management on Oracle Cloud to create a customer-experience-focused platform for powering growth by automating sales, marketing, contract, territory, and incentive compensation management across its global operations. Following its success, CRMIT is extending Oracle Fusion CRM to customers to empower transformation from an enterprise-centric to a client-centric business.

Originally published on Oracle’s website