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CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. Recognized amongst CIOReveiw’s "20 Most Promising Cloud Computing Companies”


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CRMIT Solutions Achieves Oracle PartnerNetwork Specialization for Oracle Service Cloud

OPN Specialized Partner for Oracle RightNowOracle Recognizes CRMIT Solutions for Expertise in Implementing Innovative and Value-Added Solutions to Oracle Service Cloud for a unified cross-channel (web, social and contact centre) service solution that matter most in the customer’s journey.

To achieve OPN Specialized status, Oracle partners are required to meet a stringent set of requirements that are based on the needs and priorities of the customer and partner community. By achieving a Specialized distinction, CRMIT Solutions has been recognized by Oracle for its experience in delivering services specifically around Oracle Service Cloud through competency development, business results and proven success.

In today’s competitive markets, successful businesses can successfully stand out by offering their customers good customer service combined with excellent accessibility. Oracle Service Cloud delivers exceptional customer experiences (CX) across the web, social networks and contact centers, via the cloud. Oracle Service Cloud gives clients the power to manage the three     channels that matter most in their customer’s journey.

Oracle Service Cloud

 

In conjunction with Oracle Service Cloud expertise, CRMIT Solutions delivers a suite of innovative, customized solutions and preconfigured functionality enabling clients to engage with their customers across channels. With Certified Oracle RightNow consultants, solution architects, implementation & support specialists, CRMIT offer an approved rapid deployment solution to deliver projects more quickly, cost effectively and with enduring knowledge transfer.

Oracle RightNow CX Cloud Service

For customers to realize fast track implementation with minimal risk and maximum ROI, CRMIT offers Fixed Scope Offerings (FSO) to GO LIVE in less than 5 WEEKS which includes fast setup, configuration, testing and deployment of multiple Oracle Service Cloud modules.

Oracle Service Cloud Solutions

Follow our best practice guidelines and project plan, throughout the lifecycle of project for a successful RightNow CX Cloud Service release to accomplish your overall business objectives.

Vinod Reddy, CRMIT Solutions“We are very proud to have achieved OPN Specialization for Oracle Service Cloud. This accreditation is a testimony to our in-depth knowledge and expertise in Oracle Service Cloud, which has indeed supported our clients for a unified cross-channel service solution to help strengthen customer relationships, improve resolution rates and increase sales,” said Vinod Reddy, Founder and CEO, CRMIT Solutions.


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Introduction to Oracle User Productivity Kit (UPK)

Oracle-User-Productivity-KitOracle’s User Productivity Kit is perhaps one of the less well known of the Software Products on the price list, however just a brief consideration of its name indicates that it may be of considerable value to organizations. We invest significant money and resources in the purchase and implementation of software applications but do we realize, in practice, the levels of productivity that we would like to have and that will bring the full return on our investment?

Information from the industry analysts tells us that most of the problems relating to application implementations are, in fact, user related.

A leading analyst, quotes: “You can design the best process in the world, and back it with the latest and greatest technology, but if your people don’t buy into the project, it won’t work.”

User acceptance isn’t the only problem affecting project success; there is also the very basic problem of user competence to use and get the best out of the system. According to Meta Group, 76% of Users have a failing or substandard understanding of new systems software.

Well here is UPK, something that claims to be a productivity kit for our users. Does it do what it says on the tin? Will it help us address these user productivity issues? If so, it is something that we should give attention to? Let’s open the kit and see what is inside and how it can help us.

What is UPK?

UPK is a software tool that can capture all the steps in a system process. It records every keystroke, every click of the mouse, each menu option chosen and each button pressed. All this is done in the UPK Recorder by going through the transaction and pressing “print screen” after every user action. From this, without any further effort from the developer, UPK builds a number of valuable outputs.

The most significant of these is the UPK Player Package. This is an HTML based simulation of the application process that operates in 5 modes.

5 modes - UPK Player Package

See-It Mode(Demonstration): Is an automated simulation of the process that can act as a demonstration of the system. In this mode Upk player automatically displays the sceenshots and carried out the required interactions. This looks like the playback of a video,and can be completely hands-free. This mode is best considered as a demonstration mode. when used in a classroom environment, the instructor would set this mode running and then provide additional commentary during the playback. Although this requires fairly close coordination between the instructor’s speech and the playback. It does have the advantage (over the other modes) that the instructor does not need to interact with the simulation themselves, and can therefore better focus on the needs of the trainees.

Try-It Mode(Exercises): is also a simulation of the application, but this time the user must interact with the simulation, completing all the actions required rather than watching it run unattended. This mode is most valuable in training; in the classroom or in a self-service learning context. Try-It Mode guides the users through the process, telling them what action to take and highlighting the area on screen where the action is to be performed, at every step through the transaction.

Using Try-It Mode is of great benefit for training, as the same exercise can be trained over and over without the risk of altering the data in the system and causing subsequent operations to fail. It can make the classroom training much more efficient, as when the users are doing the exercises the system is helping them with guidance, freeing the instructor and making the whole exercise more efficient. In addition, it is not necessary to cover every transaction that the user will need during the classroom course, as once users have become familiar with the concept of using UPK for learning, they will be happy to learn further transactions on their own.

One of the difficulties with large training roll-outs is that there may be a time gap between the classroom training session and the users’ first time to use the processes after go-live. When UPK is readily available on the system, this ceases to be a problem because they can refresh their knowledge using Try-It mode in UPK.

Know-It mode(Test/Assessment): But how do we know if our users are really learning the system? This is where the third mode of the UPK Player Package comes in. Know-It mode (Test/Assessment) allows the user to go through the process without the on screen guidance. Instead, the system tracks their actions, warning when they stray off course (the system is smart enough to allow alternative ways of navigating the system, such as using the mouse to negotiate the menus or the keyboard shortcut). If the user makes further incorrect attempts, Know-It mode will give more remediation, eventually completing the step for the user. The rub for the user is that at every incorrect action their score is reduced, potentially causing them to fail the test.
The system has usage tracking as standard so it is possible to see which users are making use of the system, in which modes and, if they are using Know-it mode, what their scores were.

Do-It Mode(Performance Support):  The fourth mode of the UPK Player Package is Do-It Mode (Performance Support). This is for Performance Support rather than training. In this mode the user is working on the live application and UPK is hovering in the lower right of their screen, providing visual instruction, in the form of a small video simulation, and written instructions guiding them step by step as they perform their work on the live system.

Print-It Mode(Documentation): The fifth mode available through the player is Print It Mode. This allows the trainee to print a hard-copy version of a simulation. This hard-copy is actually one of the eight standard documents format given below. During publication the developer can use these eight different deliverable formats.
1.System Process.
2.Job Aid.
3.Training Guide.
4.Instructor Manual
5.Test Document
6.Test Result
7.Test Case
8.Presentation

Oracle User Productivity Kit

Features and Benefits of UPK

Oracle User Productivity Kit (Standard & Professional Editions) is an easy-to-use and comprehensive content development, deployment and maintenance platform for increasing project, program, and user productivity. With Oracle User Productivity Kit, project teams can mitigate risk through all phases of any project life-cycle, dramatically reduce the time to deployment, and ensure end user adoption. By rapidly producing materials tailored for all phases of the software life-cycle – from test scripts, system process documents, and interactive simulations, to job aids, instructor manuals, presentations, and in-application performance support, Oracle User Productivity Kit can reduce overall software implementation and maintenance costs.

1. Mitigate Risk throughout Software and project Life-cycle

The success of an enterprise application depends on employees effectively using the software as efficiently as possible. With Oracle UPK, project teams can mitigate risk through all phases of any project life-cycle, dramatically reduce the time to deployment, and ensure end user adoption.

Project lifecycle

2. Reduce Content Development Costs and Time to Deployment

For multi-language implementations, powerful localization and translation capabilities compress time to deployment by exporting custom text for translations, and then importing it back to simultaneously propagate multiple outputs. And, a guided re-record process allows developers to create content in multiple languages and eliminates the time and cost associated with local language experts

UPK works within a Single Authoring Session

3. Accelerate QA, Regression, and User Acceptance Testing (UAT)
Ease the burden of UAT by creating and deploying test plans and real-time performance support specifically designed for testing. Test It! simulations guide testers through a test plan and facilitate the tasks of documenting any issues. Also, any user can easily capture the steps to recreate an issue using Record It! in an enterprise system accelerating the testing cycle.

These test scripts, along with system process and test documents, decrease the testing time and costs during conference room pilots, and shorten the project time-line.

4. Centralized Deployment, Tracking and Reporting
With a collaborative, multi-user development environment, developers can easily control content work-flow and document management—including check in, check out, versioning, and status. In a single authoring session, they can create multiple outputs of documentation, simulations and performance support materials that are deployed, tracked and measured through the Knowledge Center.

Usage of UPK in CRMIT

Introducing the tools of CRMIT Solutions to the new joinees through UPK.
By using UPK, Generating Test Scripts for all enterprise applications.
Developing content for new projects, Migrating and deploying the existing content through UPK.
Recording all the activities of new applications to generate Help Guide using UPK.
Delivering training using UPK simulations,To reduce the training cost and time.
Capturing organizational knowledge and ensuring workforce effectiveness.

Summary

UPK captures a user’s interaction with a software application. It can then generate a number of deliverable’s based on this recording. Some of these deliverable’s are more useful than others.

Before creating training deliverable’s using UPK ,you should decide which of these deliverable formats you want to use. Although you can choose the required deliverable’s at the time of final publication, Knowing which deliverable formats you want to use, and in what modes, will allow you to better focus your editing of the simulations.

Inputs from
Ravi Joldapke
Training Team, CRMIT Solution


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Go Live in less than 5 weeks with CRMIT’s Fixed Scope Offering for Oracle RightNow CX Cloud

Oracle Service Cloud SolutionsTo thrive in today’s customer empowered environment, brands need to deliver the best customer experiences when, where and how customers want it. Oracle Service Cloud combines Web, Social and Contact Centre experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort. The enterprise platform provides transparent reliability, unmatched security, and total Cloud freedom for mission critical customer experience delivery. Oracle RightNow CX Cloud ServiceThe Oracle RightNow Cloud Service Fixed Scope Offering (FSO) from CRMIT Solutions is specifically designed by incorporating leading practices to provide a fast track implementation and get clients up & running on Oracle Service Cloud quickly, reliably with minimum-risk and maximum-ROI. Oracle RightNow CX Cloud Service Fixed Scope – Core Functionalities

  1. Knowledge Management (Knowledgebase articles / Smart Assistant /Guided assistance / Standard texts / Analytics and Reporting)
  2. Incident / Email Management (Incident and contact creation / Queue Management / SLAs / Escalation Management / Staff and Profiles creation)
  3. Web Self-Service (Customer Portal Configuration / Self- Service / Self Service for Facebook)

CRMIT Implementation scope for Oracle Service Cloud How Are We Different Specialized Partner for Oracle Service CloudCRMIT Solutions is Platinum level member of Oracle PartnerNetwork (OPN) with an OPN Specialized status for Oracle RightNow CX Cloud ServiceWith Certified Oracle RightNow consultants, solution architects, implementation & support specialists, we offer an approved rapid deployment solution to deliver projects more quickly, cost effectively and with enduring knowledge transfer. Go Live in Less Than 5 Weeks with teh support of Certified Oracle Consultants Follow our best practice guidelines and project plan, throughout the life-cycle of project for a successful RightNow CX Cloud Service release to accomplish your overall business objectives. Key Features

  • Proven fast track methodology
  • Fast Setup, configuration, testing and deployment of multiple Oracle Service Cloud modules.
  • Clearly defined application scope
  • Proven approach, deliverable, roles, responsibilities.

Key Benefits

  • Rapid implementation
  • Lower cost
  • Faster ROI – results from day one
  • Low risk
  • Best practices deployed through Oracle RightNow CX  Cloud Service

Implementation Approach and Methodology Our fixed scope offering is based on CRMIT Solutions’ proven deployment method for fast track deployment of Oracle Service Cloud. Go Live in 5 Weeks for Oracle Service Cloud The method has five phases namely

  1. Discover & Define
  2. Configure
  3. Go Live
  4. Post production warranty

Implementation Scope CRMIT Solutions’ guide you through each step of the process so that you clearly understand the activities being performed, what comes next, and how we best partner together for success. CRMIT Solutions’ robust proven approach and rich experience in fast track solution deployment will ensure that clients get the quickest deployment at lowest risk and maximize the ROI. Next Step To start your journey towards realizing your modern day CX service vision, please contact us at: sales@crmit.com To learn more about our offering visit, http://www.crmit.com/solutions/service_cloud.html


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Cloud Service demands encourage CRMIT Solutions to publish CX solutions on Oracle Cloud Marketplace

CRMIT Solutions launches its CX Cloud applications & services on Oracle Cloud Marketplace. The applications available cover a broad range of CX functions from web assisted services and telephony solutions, to more complex services such as implementation, user adoption, and data management, marketing automation, social relationship and testing.
oracle_cloud_marketplace
The Oracle Cloud Marketplace helps Oracle Cloud customers find the best applications to meet their needs through an easily searchable interface. Applications are listed along with the relevant details to help customers determine their value for their organizations, including user ratings and reviews.

With the proliferation of cloud, mobile, and social technologies, organizations want easy access to innovative, trusted business applications. To meet this demand from customers and create new opportunities for partners, Oracle developed the Oracle Cloud Marketplace.  Oracle Cloud Marketplace enables Oracle Cloud customers to easily browse, evaluate, and license trusted business applications to address their business needs.

CRMIT’s fastest growing products are the customer experience applications including the Self Service Portal and Mobile CRM. Currently, the applications available cover a broad range of CX functions from web assisted services and telephony solutions, to more complex services such as implementation, user adoption, and data management, marketing automation, social relationship and testing.

CRMIT’s has extended latest CX applications like computer telephony, email, self service, mobile, social, Configure Price Quote (CPQ) and reporting solutions to the Oracle Cloud Marketplace. This helps Cloud CRM customers easily find various applications that meet their needs through an easily searchable interface. The application listing provides detailed information including a description of the application, demos, ratings and reviews, videos and screenshots.

CX Extensions

“We see customer demands go to the cloud. We are seeing more & more customers move rapidly to the cloud. They want to buy applications, platforms and infrastructure in the cloud. Oracle has led the way – the only ones to provide every layer of the cloud technology stack in a single, integrated cloud. This has helped partners leverage the latest in cloud technologies to grow their businesses. The Oracle Cloud Marketplace enables partners to quickly and easily develop, integrate, publish, and monetize their applications.  We are glad to publish a range of Customer Experience applications & services on the Cloud Marketplace, “ said Vinod Reddy, Founder and CEO, CRMIT Solutions.

To view CRMIT’s CX Applications on Oracle Cloud Marketplace, please refer : Oracle Cloud Marketplace