Oracle CRM On Demand

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Feb 17, 2014 (3 years and 5 months ago)

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© 2009 KBACE Technologies, Inc.

Jennifer Ardery

Marketing Programs Manager, KBACE Technologies


Effectively Migrating from Salesforce.com to
Oracle CRM On Demand

© 2009 KBACE Technologies, Inc.

2

Agenda


Project Background


Software as a Service (SaaS)


Oracle CRM On Demand Overview


Project Scope


Data Conversion


Outlook Integration


Reporting & Analytics


User Adoption & Training


Lessons Learned


Q&A

© 2009 KBACE Technologies, Inc.

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Project Background


Used Salesforce.com for over 7 years



Run our own business on the E
-
Business Suite R12.1



Never owned by an implementation team


Data cleanliness became an issue


User adoption had room for improvement



Sales Force Automation Functionality was generally okay



Lacked analytics and many of the pre
-
built reports that Oracle
CRM OD offers (from Siebel Analytics best practices)



© 2009 KBACE Technologies, Inc.

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Software as a Service (SaaS)


Enables the delivery of business applications in an on
-
demand
environment over the Internet


Eliminates software licenses and hardware management


Offers affordable and predictable monthly costs


Delivers faster return on your investment


Provides upgrades to all users



© 2009 KBACE Technologies, Inc.

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Oracle CRM On Demand


Deep CRM and SFA


Marketing


Sales


Analytics


Service


Usability


Rapid user adoption


Easy to administer


Options


Call Center


Partner Relationship Management


Mobile Access


Email Marketing


Social CRM


Stand Alone application

© 2009 KBACE Technologies, Inc.

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Oracle CRM On Demand


User
-
friendly, tabbed interface


Configure multiple views easily
with role
-
based access


Search by any object


In
-
line editing


Modifiable drop
-
down field
menus


Recently Viewed and Favorite
lists


Embed CRM On Demand
access on your iGoogle page or
similar

© 2009 KBACE Technologies, Inc.

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Project Scope


Implement only standard functionality in 1
st

phase


Decided one month later to implement Campaign functionality


Manage Pipeline flow
-

Account, Contact, Lead, Opportunity,
Task / Appointment


Generate targeted Campaign lists


Enable call and appointment logging (historical)


Convert data from Salesforce.com


Leveraging Oracle CRM On Demand spreadsheet upload function


Change the way Opportunities are categorized


Taking opportunity to optimize business processes with any new implementation


Configure account and partner hierarchies

© 2009 KBACE Technologies, Inc.

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Data Conversion


Converted 4000 Contacts and 1500 Accounts


Provided opportunity to identify and resolve duplicate data (i.e.
company names)


Exported from Salesforce and imported into CRM On Demand
using standard tools in both applications


It’s that easy!


Used intuitive field mapping


Eliminated need for custom code by leveraging SaaS approach


Saved time and decreased cost


Converted all Objects including Opportunity and Call history


© 2009 KBACE Technologies, Inc.

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Outlook Integration


Accesses your CRM contact
database directly from your
familiar Outlook interface



Creates a single view of the
customer for better decisions
and service



Installs in minutes by anyone
and requires very minimal
training





© 2009 KBACE Technologies, Inc.

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Outlook Integration


Eliminates need to maintain contacts in Outlook (no duplicate entry)



Associates inbound and outbound emails with related Accounts, Contacts,
Leads, Opportunities, and Service Requests



Creates new appointments /tasks and associates with related objects



Adding Outlook contact data, messages, and tasks into your CRM system
adds value:


Easier to maintain over the long run (i.e. if sales rep leaves)


Optimizes sales cycle by having all information in one place


Anyone with access can see important sales and marketing communications by Account





© 2009 KBACE Technologies, Inc.

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Reporting & Account Intelligence


Delivers Customer Insight through
real
-
time reporting



Packaged with numerous pre
-
built
reports and dashboards



User
-
friendly lists can be
generated in a couple of minutes



Embed reports / dashboards on
home page for easy access



© 2009 KBACE Technologies, Inc.

12

Historical & Real Time Analytics


Based on Siebel Analytics



Delivers snapshots comparing
business performance over time



Drives corporate objectives with
quantified business data



Provides dozens of prebuilt reports
and it’s easy to customize your own



© 2009 KBACE Technologies, Inc.

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Report Creation

© 2009 KBACE Technologies, Inc.

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Training


Able to get 15 users up and running within 1 week


CRM Administrators, new to the application, were able to deliver
one
-
on
-
one training


Training sessions lasted 1 to 1.5 hours and most were remote


Validated converted data


Experienced minimal follow
-
up questions


Received no negative feedback from sales team


Suggestions received from the field were implemented
immediately



© 2009 KBACE Technologies, Inc.

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User Adoption


The more value provided, the quicker users will adopt:


Pipeline summary on home page


Delivered the same pipeline report as sales team was used to


Web site stats / leads display on home page


Requests from the field can be implemented immediately


Easy to maintain and configure


User personalization


My Set Up


Sales team is able to run their own reports

© 2009 KBACE Technologies, Inc.

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Lessons Learned


Effectively running our business on CRM On Demand with
entirely out of the box functionality


SaaS platform enables a rapid implementation


4 weeks!


Small goals, lead big returns


No cost for continued support






© 2009 KBACE Technologies, Inc.

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Lessons Learned


Seamless Go
-
Live
-

Data conversion took place over the weekend and
system was up and running on Monday


Experience minimal performance issues as Oracle fine tunes functionality
behind the scenes


Realized importance of buy
-
in from executive team


System is only as good as the quality of data in it


CRM Administrator / Marketing Programs Manager keeps track of leads and keeps the
sales team “honest”


No negative feedback from the Sales team


uncommon with change


Leverage ongoing upgrades offered to all customers

© 2009 KBACE Technologies, Inc.

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As a Worldwide Oracle Certified Advantage Partner (the highest partner distinction
awarded by Oracle), KBACE is committed to delivering quality results. KBACE enables
clients to become productive from day one by maintaining five lines of business
dedicated to all areas of the Oracle E
-
Business Suite:


Professional Services


Analytics


Education


Advanced Technology


Support Services

About KBACE

© 2009 KBACE Technologies, Inc.

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Questions & Answers

Speaker:

Jenn Ardery

Email: jardery@kbace.com

Phone:
603
-
821
-
7148

Upcoming Webinar:

Oracle CRM On Demand

(Live Demo)

When: Wed., Oct. 28, 1pm EDT

Register: www.kbace.com