Category: Oracle CRM On Demand

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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New Age Customer Self Service Portals for CRM

Traditionally, CRM self service portals used to be the web support channel for customers. Some companies extended this concept and used such portals for employee management, dealer management etc. However, such use cases are very minimal.

Even today, majority of the self service portals in the market focus on these standard functions only:

  • Register / Login
  • Search / View Knowledgebase published by the company
  • Create Service Requests

While these basic features are required, modern web support (whether it is self service or assisted) wants to go a step beyond this. For example, let us take an example of a college, deploying their own self service portal for students.

  • College students get a login (or can register) in the portal
  • They can login, see the college knowledge base / download documents
  • In case they have a support requirement, they can create a service request

Wait a minute, when you say “Service request” what do you mean?

For a student, it may mean many things: Requesting for a mark sheet, Requesting for an attendance certificate, Requesting for a change in the profile phone number etc.

While all these are service requests, their nature is not the same. For example, when requesting for a mark sheet, they may have to provide additional details such as their examination number, year of exam etc. When requesting for an attendance certificate, they may have to say this certificate is required for what purpose, from which date to which date etc.

This means, even though portals call it with a single term “Service Request”, it actually means many things. You can’t have a single form and expect that to serve every possible service request case. Either that form will be too generic not serving the purpose, or it will be too long and users will run away.

Customer Service Management

To take care of such problems, CRMIT’s CRM++ Self Service Portal is moving in the direction of dynamic SR Types Management feature. This means, companies implementing CRM++ SSP can design their own types of Service Requests, and design unique forms for each one of them, with specific fields, labels they are looking for. Customers will love this because only targeted questions are asked, Agents will love this because all the information they need to solve a particular problem is right in their hands.

Stay tuned for our next SSP release.

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

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

Little Nice Features From Oracle CRM On Demand Latest Release

Have you noticed these tiny little new features introduced recently in Oracle #CRMOD CRM On Demand?

  1. You can now set the related information format as Lists or Tab. When you set as Tab, here is how it looks. Is it not better than long scrolling list view? I prefer this. Make a note that this can be set as the Company level as well as at the Role Level. I didn’t notice an option yet for users to override it
  2. All these days you don’t have an option to restrict the “Search fields” by user role. Now you can. You can specify the fields for targeted search in definitions of “Search Layout” and then associate the search layout to the user role
  3. Now in the look-up window you can see the already defined “lists” appear over there at the top facilitating quick search using your predefined lists. Notice the list drop-down at the top of the look-up pop-up below

Provision these little good things for your users in your CRM On Demand.

Venkatesan Sundaram

Senior Director, CRMIT

Originally Published In : http://venkysundaram.wordpress.com/2012/10/12/tiny-little-nice-features-in-recent-releases-of-crm-on-demand-that-you-would-love/

5 CRM Case Studies From CRMIT

Five Case Studies from many of CRMIT ‘s successful CRM Implementation, in a delightful Infographic Format:

1. Manufacturing : http://www.flickr.com/photos/crmit/8073501134/in/photostream

2. Engineering : http://www.flickr.com/photos/crmit/8073501366/in/photostream/

3. Insurance : http://www.flickr.com/photos/crmit/8073501528/in/photostream/

4. Banking : http://www.flickr.com/photos/crmit/8073509363/in/photostream/

5. Healthcare : http://www.flickr.com/photos/crmit/8073502158/in/photostream/