Transcription
JD Edwards EnterpriseOne CRM Solution Advisor
Common Customer Relationship ChallengesCHALLENGES Unable to provide 24x7customer service Lack of customerinformation impedesexceptional customerservice Unable to easily matchcustomer profile datawith sales & servicehistories Unable to track follow-upactivitiesCAPABILITIES Single embeddedcustomer data base Comprehensive, 360degree view of customerinteractions Customer Self Serviceportal provides 24x7sales and service Trouble shooting toolshelp reduce servicerequestsVALUE Greatly enhancedcustomer experienceand satisfaction Decreased responseand resolution times Increased self servicecapabilities Better coordinationand access to keycustomer data amongdepartments
JD Edwards EnterpriseOne CRM at a GlanceComplete, Integrated, FlexibleSalesSupportServiceSales s OrderManagementBranch ScriptingFulfillmentManagementSolution AdvisorCustomer Self ServiceCRM Foundation, Advanced PricingCommon EnterpriseOne Data & BusinessProcesses Lead to Order Request to Resolve Install to Maintain
JD Edwards EnterpriseOne CRM at a GlanceComplete, Integrated, FlexibleSalesSupportServiceSales s OrderManagementBranch ScriptingFulfillmentManagementSolution AdvisorCustomer Self ServiceCRM Foundation, Advanced PricingCommon EnterpriseOne Data & BusinessProcessesRequest 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
JD Edwards EnterpriseOne CRM at a GlanceComplete, Integrated, FlexibleSalesSupportServiceSales s OrderManagementBranch ScriptingFulfillmentManagementSolution AdvisorInstall to Maintain Access customer 360 Track installed equipment:0 Customer location/status Site location/status Service entitlementCustomer Self ServiceCRM Foundation, Advanced PricingCommon EnterpriseOne Data & BusinessProcesses Service contracts Warranties Supplier contracts Service work orders Bill for services
JD Edwards EnterpriseOne CRM Support ManagementSingle System, Seamless TCaseMgmtEscalationsRelated ActionsEntitlement CheckPROJECTScriptingBranched ScriptsLinear ScriptsUp sell / Cross sell /TrainSUPPLYCHAINSolutionAdvisorBasic & AdvancedSearchEmail SolutionsSolution LibraryTOOLSCRMFoundationCustomer 3600Activities & CalendarsProduct InformationRequestDiagnoseResolve
JD Edwards EnterpriseOne CRM SupportRequest to t viderGroupSkill SetsDiagnose& stomerContactEmployeesWork OrderCross Sell/ Up onServiceManagementCustomerSelf ServiceCreateSales OrderRMAFront OfficeBack Office Credit Check Order Promising Customer Ledger Account Stats Asset Info Employee ProfileBilling Employee BenefitsTime Entry Dependent InfoCustomerBilling
JD Edwards EnterpriseOne CRM Service ManagementInstall to MaintainInstallCustomerRequestCustomercalls withissueServiceBill / PayNeed to sendtechnicianto customersite to fixServicesinvoiced tocustomerCase loggedContractentitlementcheckedService workordercreatedPaytechnicianParts andlaborattachedFront OfficeBack OfficeWorkcompletedTime EntryCustomerBilling
Demonstrating User Experience:Customer Impact and Ultimate Business BenefitsUser Actions & ExperienceCustomer & Business Impact CSR can quickly find the account andrespond to customers request at “firsttouch” Deliver fast service customer –improving customer loyalty CSR can update account informationon the fly Promotes real time data that’scomplete and accurate and availablefor all business process needs Easy to access Solution Library helpsresolve issues on the spot Improve CSR productivity Minimize CSR training time Customer gets it fast and right – 1sttime, ensuring customer satisfaction CSR can email solutions and resolvethe issue while still on the call No additional technology expense andoverhead needed to support customercommunications No external follow-up tasks for CSR
CRM Solution Advisor Summary:Greater CustomerInsightIncreased CustomerAccessEffective CustomerInteractions 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
JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Management Sales Order Management Common EnterpriseOne Data & Business Processes Support Case Management Service Service Solution Advisor Branch Scripting CRM Foundation, Advanced Pricing Customer Self Service Fulfillment Management Lead to Order
