JD Edwards EnterpriseOne CRM Foundation

Transcription

1 JD Edwards EnterpriseOne CRM Foundation

2 Common Customer Relationship Challenges CHALLENGES CAPABILITIES VALUE 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 Single embedded customer data base Comprehensive, 360 degree view of customer interactions Customer Self 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

3 JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Fulfillment Support Case Branch Scripting Solution Advisor Customer Self Lead to Order Request to Resolve Install to Maintain CRM Foundation, Advanced Pricing Common EnterpriseOne Data & Business Processes

4 JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Fulfillment Support Case Branch Scripting Solution Advisor Customer Self CRM Foundation, Advanced Pricing Common EnterpriseOne Data & Business Processes Lead to Order Manage the sales organization Maintain customer and contacts Enter and track leads Qualify opportunities Provide quotes Generate proposals Enter and process sales orders Review pipeline and forecasts

5 JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Fulfillment Support Case Branch Scripting Solution Advisor Customer Self Request to Resolve Receive customer calls Escalate issues Resolve using Solution Advisor Execute scripts for: Up sell opportunities Problem diagnosis CRM Foundation, Advanced Pricing Common EnterpriseOne Data & Business Processes CSR product training Access customer 360 0

6 JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Fulfillment Support Case Branch Scripting Solution Advisor Customer Self Install to Maintain Access customer Track installed equipment: Customer location/status Site location/status entitlement contracts CRM Foundation, Advanced Pricing Common EnterpriseOne Data & Business Processes Warranties Supplier contracts work orders Bill for services

7 JD Edwards EnterpriseOne CRM Support Single System, Seamless Integration FINANCIAL HUMAN CAPITAL CUSTOMER KNOWLEDGE BASE ESCALATE SCRIPTING CRM SUPPORT Request Diagnose Escalate Resolve ASSET MGMT Case Mgmt Escalations Related Actions Entitlement Check PROJECT Scripting Branched Scripts Linear Scripts Up sell / Cross sell / Train SUPPLY CHAIN Solution Advisor Basic & Advanced Search Solutions Solution Library TOOLS CRM Foundation Customer Activities & Calendars Product Information

8 JD Edwards EnterpriseOne CRM Support Lead to Order Import Leads Manage Leads Manage Opportunity Submit Quote Create Firm Order Plan Forecast Import Lead Create Lead Convert to Opportunity Create Quote Create Sales Order Update/Create Customer Proposal Generation Update/Create Contact Sales Team Alignment Front Office Back Office Products Shipped Customer Billed Commissions Paid

9 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 Verify Entitlement Provider Group Skill Sets Scripts Solution Advisor Failure Analysis Escalation Create Lead Create Opportunity Create Quote Create Sales Order Front Office Customer Self RMA Back Office Credit Check Order Promising Customer Ledger Account Stats Asset Info Employee Profile Employee Benefits Dependent Info Billing Time Entry Customer Billing

10 JD Edwards EnterpriseOne CRM Install to Maintain Install Customer Request Bill / Pay Customer calls with issue Need to send technician to customer site to fix s invoiced to customer Case logged Contract entitlement checked work order created Pay technician Parts and labor attached Front Office Work completed Back Office Time Entry Customer Billing

11 CRM Foundation Activity Home Page

12 CRM Foundation Contact

13 CRM Foundation Product Catalog

14 CRM Foundation Employee CRM View

15 Customer 360 o View - Customer Information One Click Navigation No Form or Row Exits Use of Power Form Tabs and Hyperlinks

16 CRM Foundation Summary Greater Customer Insight In tune with customer needs and values Leverage knowledge to extending product / service offerings Increased Customer Access Effective Customer Interactions Deliver on customer expectations Enhanced competitive advantage Shared key customer data Increased customer satisfaction Increased responsiveness, decreased resolution time Targeted interaction

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