jd edwards enterpriseone crm case management
TRANSCRIPT
JD Edwards EnterpriseOne CRM Case Management
Common Customer Relationship Challenges
CHALLENGES CAPABILITIES VALUE
• Single embedded customer data base
• Comprehensive, 360 degree view of customer interactions
• Customer Self Service portal provides 24x7 sales and service
• Trouble shooting tools help reduce service requests
• Greatly enhanced customer experience and satisfaction
• Decreased response and resolution times
• Increased self service capabilities
• Better coordination and access to key customer data among departments
• Unable to provide 24x7 customer service
• Lack of customer information impedes exceptional customer service
• Unable to easily match customer profile data with sales & service histories
• Unable to track follow-up activities
JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible
Sales
Sales Force Automation
Sales Order Management
Common EnterpriseOne Data & Business Processes
Support
Case Management
Service
Service Management
Solution Advisor
Branch Scripting
CRM Foundation, Advanced Pricing
Customer Self Service
Fulfillment Management
Lead to Order
Request to Resolve
Install to Maintain
JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible
Sales
Sales Force Automation
Sales Order Management
Common EnterpriseOne Data & Business Processes
Support
Case Management
Service
Service Management
Solution Advisor
Branch Scripting
CRM Foundation, Advanced Pricing
Customer Self Service
Fulfillment Management
Request to Resolve
Receive customer calls
Escalate issues
Resolve using Solution Advisor
Execute scripts for:
Up sell opportunities
Problem diagnosis
CSR product training
Access customer 3600
Request Diagnose Escalate Resolve
FINANCIAL
HUMAN CAPITAL
JD Edwards EnterpriseOne CRM Support Management Single System, Seamless Integration
Basic & Advanced
Search Email Solutions Solution Library
Customer 3600 Activities & Calendars Product Information
Escalations Related Actions Entitlement Check
CUSTOMER 3600 SCRIPTING
KNOWLEDGE BASE
Branched Scripts Linear Scripts Up sell / Cross sell /
Train
CRM
ASSET MGMT
PROJECT
SUPPLY CHAIN
TOOLS
SUPPORT
Case Mgmt
Scripting
Solution Advisor
ESCALATE
CRM Foundation
JD Edwards EnterpriseOne CRM Support Request to Resolve
Customer Request
Capture Evaluate Customer
Assign Resource
Diagnose & Resolve
Cross Sell / Up Sell
Case
Mgmt
Sales
Order
Mgmt
Lead
Customer
Contact
Employees
Work Order
Customer
Self Service
Verify
Entitlement Provider
Group
Skill Sets
Scripts
Solution
Advisor
Failure
Analysis
Escalation
Service
Management
RMA
Create
Sales Order
Create
Quote
Create
Lead
Create
Opportunity
Credit Check
Order Promising
Customer Ledger
Account Stats
Asset Info
Employee Profile
Employee Benefits
Dependent Info
Billing
Time Entry
Customer
Billing
Front Office
Back Office
Log the Details
Case Entry – The Central Document
Troubleshoot Issue
Case Entry – The Central Document
Select Related Docs
Case Entry – The Central Document
Create a Service Work Order
Case Entry – The Central Document
Assign Tasks
Case Entry – The Central Document
ALM
Capital Asset Management
CRM Service Mgmt
CRM
Case Mgmt
Managing Company
Owned Assets
Maintaining Customer
Owned Assets
Managing requests for
service / maintenance
JD Edwards EnterpriseOne Product Areas Enabling End-to-End Business Processes for Maintenance Management
CRM Case Management Summary:
Increased Customer Access
Greater Customer Insight
• In tune with customer needs and values
• Leverage knowledge to extending product / service offerings
• Deliver on customer expectations
• Enhanced competitive advantage
• Shared key customer data
• Increased customer satisfaction
• Increased responsiveness, decreased resolution time
• Targeted interaction
Effective Customer Interactions
