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JD Edwards EnterpriseOne CRM Solution Advisor

JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain

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Page 1: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain

JD Edwards EnterpriseOne CRM Solution Advisor

Page 2: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain

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

Page 3: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · 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

Lead to Order

Request to Resolve

Install to Maintain

Page 4: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · 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

Page 5: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · 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

Install to Maintain

Access customer 3600

Track installed equipment:

Customer location/status

Site location/status

Service entitlement

Service contracts

Warranties

Supplier contracts

Service work orders

Bill for services

Page 6: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain

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

Page 7: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain

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

Page 8: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain

JD Edwards EnterpriseOne CRM Service Management Install to Maintain

Install Customer Request

Service Bill / Pay

Customer

calls with

issue

Case logged

Contract

entitlement

checked

Need to send

technician

to customer

site to fix

Service work

order

created

Parts and

labor

attached

Work

completed

Services

invoiced to

customer

Pay

technician

Front Office

Back Office Time Entry Customer

Billing

Page 9: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain

Demonstrating User Experience: Customer Impact and Ultimate Business Benefits

User Actions & Experience Customer & Business Impact

CSR can quickly find the account and respond to customers request at “first touch”

Deliver fast service customer – improving customer loyalty

CSR can update account information on the fly

Promotes real time data that’s complete and accurate and available for all business process needs

Easy to access Solution Library helps resolve issues on the spot

Improve CSR productivity

Minimize CSR training time

Customer gets it fast and right – 1st

time, ensuring customer satisfaction

CSR can email solutions and resolve the issue while still on the call

No additional technology expense and

overhead needed to support customer

communications

No external follow-up tasks for CSR

Page 10: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain

CRM Solution Advisor 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

Page 11: JD Edwards EnterpriseOne CRM Solution Advisor€¦ · CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order Request to Resolve Install to Maintain