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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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Oracle Sales Cloud Partner Relationship Management (PRM) – Configuration considerations

Oracle Sales Cloud Partner Relationship Management (PRM)The Partner Relationship Management (PRM) component of Oracle Sales Cloud focuses on process automation between companies (brand owners) and channel partners. It allows companies to coordinate business planning activities, share information, conduct commerce across the channel. Processes, Objects and Roles are various setup considerations for Sales Cloud PRM. This article shall provide required inputs for a quick out of the box PRM implementation.

Processes:

Following are the processes supported by Sales Cloud PRM
1. Channel Type identification
2. Lead distribution to partners
3. Lead registration by partners
4. Lead > Opportunity > Quote
5. Account & Contact Management

Objects:

PRM uses the same business objects (e.g. Lead, Opportunity, Account, Contact) of CRM for channel sales along with Partner Accounts, Partner Contacts.

ObjectsTowards configuration of these objects, while ‘Application composure’ allows to configure additional fields, page layouts, business rules etc., the page composer tool under ‘Customize User Interface’ option allows configuring saved lists (criteria and columns).

OSC_Navigator Screen

OSC - HomeUnder Application Composer,
-> Partner configuration is handled under ‘Sales’ application area.
-> Partner Contact configuration is handled under ‘Common’ application area through the standard ‘Contact’ object.
-> Lead configuration is handled under ‘Marketing’ application area and called ‘Sales Lead’.
-> Opportunity configuration is handled under ‘Sales’ application area.
-> Account & Contact configuration is handled under ‘Common’ application area.

Roles:
From roles perspective, following are the roles provisioned out of the box

PRM RolesPRM’s role reporting hierarchy on both sides is

Brand Owner’s side:

Brand Owner's Side

Partner’s side:Partner's SideWhile setting up users it is better to define role provisioning rules. This would automatically assign all relevant Job roles based on the resource role selected for the user. OSC - Setup and Maintenance PageOSC - Manage Users

Data Security:

a) For Partner Account records,

1. On Brand Owner’s side:
Sales reps, Sales Managers could view all Partner Account records.
Channel Account Manager can View and Edit partner account records if
–they are on the partner account team
–they are a member/owner of a territory associated to partner account
Channel Sales Manager can View and Edit all partner account records.
Channel Operations Manager can View and Edit all partner account records.

2. On Partner’s side:
Partner Administrator can View and Edit the partner account records (s)he belongs to.
Other partner users would not be able to access partner account record.

b) For Lead records,

1. On Brand Owner’s side:
Channel Account Manager can View and Edit lead records if
–they are owner of lead, or they are on the lead team
–they are a member/owner of a territory associated to lead
Note: Channel Account Manager can update owner only if they own a lead
Channel Sales Manager can View lead records if a Channel Account Manager reporting to him/her owns a lead or in the lead team or lead is associated to a territory in his/her territory hierarchy.
Sales representatives and Sales managers’ access are controlled same as Channel Account Managers and Channel Sales Managers accesses respectively.

2. On Partner’s side:
Partner Sales Representative can View and Edit lead records if
–they are owner of a lead, or they are on the lead team
–they are a member/owner of a territory associated to lead
Partner Sales Manager can View Lead records if a Partner Sales Representative reporting to him/her owns a Lead or in the Lead team or Lead is associated to a territory in his/her territory hierarchy.
Partner Administrator can View and Edit all the leads under partner account records (s)he belongs to.

c) For Opportunity records,

1. On Brand Owner’s side:
Channel Account Manager can View and Edit opportunity records if
–they are a member of the account team of a partner organization on the opportunity
–they are owner of opportunity, or they are on the opportunity team
–they are a member/owner of a territory associated to opportunity
Channel Sales Manager can View opportunity records if a Channel Account Manager reporting to her owns opportunity or in the opportunity team or opportunity is associated to a territory in his/her territory hierarchy.
Sales representatives and Sales managers’ access are controlled same as Channel Account Managers and Channel Sales Managers accesses respectively.

2. On Partner’s side:
Partner Sales Representative can View and Edit opportunity records if
–they are owner of opportunity, or they are on the opportunity team
Partner Sales Manager can View opportunity records if a Partner Sales Representative reporting to her owns an opportunity or in the opportunity team or opportunity is associated to a territory in his/her territory hierarchy.
Partner Administrator can View and Edit all the opportunities under partner account records (s)he belongs to.

d) For Account records,

1. On Brand Owner’s side:
Channel Account Manager can View and Edit account records if
–they are on the account team
–they are a member/owner of a territory associated to account
Channel Sales Manager can View and Edit account records if Channel Account Manager reporting to him/her has access to account via team or via territory.

2. On Partner’s side:
Partner Sales Representative can View and Edit account records if
–they are on the account team
–they are a member/owner of a territory associated to account
Partner Sales Manager can View and Edit account records if Partner Sales Representative reporting to her has access to account via team or territory.

e) For Contact records,
Partner users can view and create contacts for accounts that they can view
Partner users with Edit or Full access on the account can edit or delete the account’s contacts
Partner users with Read, Edit or Full access on the account can view, edit or delete associated common component transactions which they participated. e.g. appointments and tasks partner users participated

Other PRM setup tasks could be performed through “Define Sales Partners” task under Setup and maintenance.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloudCRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud –Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

CRMIT Solutions deliver a Fixed Scope Implementation offering for Oracle Sales Cloud to fast track sales productivity. Fixed Scope Offering leverages Oracle best practices and agile approach for fast track implementation of Oracle Sales Cloud – Go Live in less than 4 weeks. It drives sales productivity through higher win rates, forecast accuracy, and lead conversion.

Inputs
C.A.Mohammed
Consulting – CX/CRM Industry Solutions
CRMIT Solutions


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Telephony Integration  – A smarter way to make and receive calls inside Oracle CRM

CTI for Oracle CRMEnhance your customer interaction, service and satisfaction with CRM++ Computer Telephony Integration for Oracle CRM

Are you still manually dialing telephone numbers, looking up contacts and capturing telephone call information by hand? Moreover which sounds better? “Who is this?” or “Thank you for calling us Mark!” Clearly, the latter.

In business, every call you make and receive counts. Too much information is lost because it is not extracted effectively from phone calls and thus the sales people miss huge opportunities to get strong insights about who they are calling. So it is indeed very important equipping your sales reps and agents with the right resources –  tools and information to interact with your customers.

Your CRM is where data lives and the more data in the CRM the more insight and power you have as a business. So it makes sense that when your telephone rings, your CRM knows about it, who it is, who they spoke to, and how long they spoke. A perfect sync between your CRM and the phone system is just what you need so you can stop juggling and start managing your calls smartly from CRM.

Integrating Call/Contact Center Telephony Infrastructure with your CRM (Customer Relationship Management) software gives you tools to manage customer connections in real time. The advantages of this integration is robust  communication management include accurate information logging, reduced data loss, increased employee efficiency and speed and more.

Why CRM++ Computer Telephony Integration?

So what do you get being a CRM++ Computer Telephony Integration enabled organization?  Or maybe a better question is, “Why would I integrate my telephony system with Oracle CRM, and what is the end objective?”

The #1 reason why an organization implements Computer Telephony Integration within their CRM system is to reduce  costs, improve productivity levels and seamlessly manage customer interactions.  The idea is to create efficiencies within the system that allow the organization to maximize the time of a user spent helping the customer and to minimize the amount of time spent searching or entering data into the system.  How does Computer Telephony Integration do that?  To answer that question, let’s talk about the various benefits associated with Computer Telephony Integration and explain how they help your users:

Computer Telephony Integration with Oracle CRM

CRM++ Computer Telephony Integration enables you to optimise your investment in your Oracle CRM and Telephone infrastructure, providing a seamless telephony integration with Oracle CRM delivered in a cost effective and user friendly manner.

CRM++ Computer Telephony Integration framework offers a direct access to extended telephony functions that enable a comprehensive call center or contact center solution. Based on a Telephony Application Programming Interface CRM++ CTI Framework directly integrates various telephony solutions with Oracle Cloud Platform.

CRM++ Computer Telephony Integration framework provides unifying access to contact center functionalities including both Inbound (screen pop-up) and Click-to-Dial (outbound integration) functions. Inbound integration enables display relevant information about the caller (360° customer view) to the agent as they answer the phone – name, address, outstanding orders or cases. The Click-to-Dial (outbound call) feature helps one-click phone calling functions, capture the call notes, resolution type and call reasons with built-in Call Wrap Up feature.

Features

  • Inbound and click-to-dial action call handling
  • Automatic call wrap-up
  • Caller ID & multiple call support
  • Customer interaction screen to record and track a series of ongoing customer activities
  • Support for multiple sites with different telephone systems
  • Support for both Voice Over IP (VOIP) and standard telephone systems
  • Customizable user preferences
  • Call history and missed call logging

Benefits 

  • Comprehensive CRM platform with unified screen-based telephony
  • Streamlined telephony activity within your business
  • Improved customer relationships, service levels and customer satisfaction
  • Increased telephone call efficiency
  • Manage Service Request life cycle, submission – follow-up – closure
  • Personalized telephone interaction – identifying callers automatically
  • Increased business productivity
  • Improved reporting & collaborative activity management

Thus CRM++ Computer Telephony Integration helps you increase first call resolution, decrease average handle time and reduces cost-per-call, thereby improving customer satisfaction.

Available on Oracle Marketplace

Oracle_Cloud_Marketplace

CRM++ Computer Telephony Integration is also available on Oracle Cloud Marketplace helps which provides Oracle Cloud customers find the best applications to meet their needs through an easily searchable interface.

CRM++Computer Telephony Integration is listed along with the relevant details to help customers determine their value for their organizations, including user ratings and reviews.

Gaining and maintaining a competitive advantage in your industry is never easy. Leverage  CTI technology to take a step in the right direction. Your agents, company and customers will benefit as a result.

About CRMIT Solutions

CRMIT Solutions is constantly focusing on two areas in product development – bringing unique , innovative CX/CRM cloud solutions to the market and continuing to expand out-of-box integration. As more and more businesses move towards an IP based telephony system, having tight integration between telephone systems and CRM is critical to improving productivity and a better end user experience.