apex it presents oracle crm on demand for customer service
DESCRIPTION
See how Oracle CRM On Demand is being used for Customer Service organizations. Guest speakers include Apex IT's Greg Smith (Solution Architect) and the State of Georgia's Matthew Cargle.TRANSCRIPT
Slide 1
Oracle CRM On Demand - Customer Service
Dan KudanovychHost – Practice Director
Greg SmithCRM On Demand Solution
Architect
Matthew CargleGuest CRM On Demand
Customer
Slide 2
Program Agenda
Introductions
Request to Resolve Process
Value of SaaS Solution for Customer Service
Customer snap-shots
Guest Speaker
Program Objective Increase awareness of leveraging Oracle CRM On Demand for Service
Slide 3
Dan Kudanovych | Moderator− Using and positioning CRM for 6 years− Oracle CRM On Demand expert
Greg Smith | CRM On Demand Solution Architect− Consulting and implementing CRM for 10+ years− Implemented and integrated CRM for a variety of companies
including BYU, State of Georgia, and NEC− Personal experience working in a Call Center environment− Specialties include CRM On Demand design and
configuration, business process improvement, and data quality management
Matthew Cargle | State of Georgia− Manager of Information Systems− Working with Apex IT to implement CRM On Demand to
Georgia Perimeter College, State Personnel Administration, Department of Corrections, State Accounting Office and the Department of Administrative Services
− Consulting and implementing CRM On Demand for 4 years
Presenters
Slide 4
An Oracle Certified Platinum Partner, Apex IT supports the core platforms of the Oracle Applications Family, including:− CRM On Demand− PeopleSoft Enterprise − Siebel− Oracle E-Business Suite
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− Management Consulting− Web Services Development− Upgrade Lab− Managed Services− Hosting
Who is Apex IT?
“Apex IT is a gem that is consistently under budget and on time.”
- Paul Greenberg, CRM at the Speed of Light
Slide 5
Program Agenda
Introductions
Request to Resolve Process
Value of SaaS Solution for Customer Service
Customer snap-shots
Guest Speaker
Program Objective Increase awareness of leveraging Oracle CRM On Demand for Service
Slide 6
What Is the Request to Resolve Process?
Productivity Diagnosis Analysis
Dashboard Reports
Knowledge Management
Workflow
Render Other
Systems UI
History of Employee
Case Creation
Identify & Research
Diagnose & Close Case
System Directs Inquiry
Closure
Closure Email
CSREngages
Case Management
Links to other systems
ERP (Quotes, Orders, Financial AR/Credit, Products/Services)
Integration
Analyze
Surveys
Operational Reports
Phone
Chat
Web Self Service
Slide 7
Program Agenda
Introductions
Request to Resolve Process
Value of SaaS Solution for Customer Service
Customer snap-shots
Guest Speaker
Program Objective Increase awareness of leveraging Oracle CRM On Demand for Service
Slide 8
Architecture− No servers, high-end PCs, data center, back-up/recovery plans
Deploying & Maintaining− No code on the client− Users can be anywhere… working from home
Ease of Use− Simple, role specific interface− Can bring in UI from other applications, or link to them (context relevant), or
integrate the data
Analytics & Reporting− Operational, Dashboard, and Trending/Historical reports (built in data warehouse)− Exception flagging and reporting
Total Cost of Ownership− Per seat license costs same or less than On Prem maintenance (not to mention the
license costs of On Prem)− Implementation & integration costs are typically half (or less) than On Prem− The business can maintain… lower involvement from IT
How is an Oracle SaaS solution different than typical On Premise application?
Slide 9
Program Agenda
Introductions
Request to Resolve Process
Value of SaaS Solution for Customer Service
Customer snap-shots
Guest Speaker
Program Objective Increase awareness of leveraging Oracle CRM On Demand for Service
Slide 10
Using CRM On Demand for multiple departments in Student Life Services
Career Services, Academic Advisement, Testing Center, etc.
Case Management different than Call Tracking
Leverage Appointments/Tasks to schedule and track meetings/interactions between Advisors and Students
Tracks interaction, follow-up tasks and action plans
Integrated with Student Information System (S.I.S.)
Leveraging in HR Organization
Level 1 HR Help Desk
Tracks Employees HR related requests
Can link to HR system for more information
Integrate with HR to bring over employee data
Can store HR policies and procedures in centralized Knowledge Base
Customer snap-shots
Slide 11
Program Agenda
Introductions
Request to Resolve Process
Value of SaaS Solution for Customer Service
Customer snap-shots
Guest Speaker
Program Objective Increase awareness of leveraging Oracle CRM On Demand for Service
Slide 12
Guest SpeakerMatthew Cargle
Governor Sonny Perdue creates “The Commission for a New Georgia”
Faster
Friendlier
Easier
40 person Customer Service center
Agents have varied expertise
Slide 13
Created an HR Shared Services team (aka HRSS)
Acts as HR Department for many state agencies
What do they do?
Create Service Requests for every call
Trend top reasons for calls
Trend top agencies that call in
Dedicate an “Account Manager?”
Quickly find past interactions
Georgia State Personnel Administration
Slide 14
Organizations
Slide 15
Getting the Right Information Efficiently
Slide 16
Identifying the Appropriate Contact
Slide 17
Creating a Service Request
Slide 18
Interaction History is Easily Recorded
Slide 19
Very capable to accommodate a variety of operations
State of Georgia Personnel Administration offices
RFP for Contact Center with CRM – CRMOD was strongest candidate
Apex IT offers expertise
Apex IT lowers cost of implementation
Summary
