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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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Incentive Compensation in Retail Industry

incentive_compensationThe retail landscape is increasingly dominated by stores. But the headlong rise of e-commerce has put extreme pressure on retailers to become more efficient, and to justify their bricks and mortar existence to customers. Retailers are recognizing that traditional retail needs to be retooled and their key differentiator could be that employee standing in the store.

Employee motivation is probably the most important single manageable factor for success and profitability of all the facets of store retailing. There are almost as many effective ways of motivating employees as there are ways of enticing customers into a store but money is generally the greatest motivator of all.

Retailers offer incentive compensation plans to promote employee motivation. These plans are tailored to the unique situation of each store.

Some of the factors used by retailers while building a compensation plan for a store are

  • Y-O-Y growth ($$$)
  • Y-O-Y growth percentage (%)
  • Achievement against target ($$$ – A grid of growth $ against various bonus %)
  • Achievement against target (% – A grid of growth % against various bonus %)
  • Inflation
  • Seasonality
  • Store factors (Age of the Store, Store Hierarchy, Geography)
  • Non comparability against last year performance (New Store, Store Expansion, Store Relocation, Cannibalization against new store)
  • Employee role, grade/band, salary etc.

While measuring achievement, Targets are usually the store turnover or the profitability or a combination of both. It is better if the plans are simple. However, simplicity itself cannot be given excessive consideration since it is necessary to cover every major measurable factor.

The master data required to build and roll up compensation plans is either defined at the Incentive compensation platform or flows to the platform from upstream systems along with achievement (turnover, profitability) details.

Master data is typically validated by financial controllers and relevant entities before getting fed for compensation consideration.

Incentive compensation platforms help in performing calculations using set of complex rules and the final rates and amounts are dispatched to payroll department for validation before they are broadcasted to the stores.

Store employees access these details through employee portals or other methods setup for them.

Compensation platform facilitates regular reviews of performance against compensation plans to stimulate store level efforts. Data is archived to facilitate audit.

The installation of an effective incentive plan is the foundation of a successful motivational compensation program. To optimize results retailers should regularly nourish and promote the program and a regular review would make sure it is still working to expectations.

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.


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The Modern Customer

Modern Marketing

A few weeks back I received a call from an advocate’s office asking me to visit the court with regards to a civil case filed against me. This took me by surprise and when asked for more details, the caller did not provide any or did not have any. On further investigation, I found that the dispute was regarding a bill settlement (of a leading internet service provider), which I had cleared six months ago and asked for discontinuation of services. Despite a busy day at work and because this call was unsettling me, I called the customer centre, visited one of the walk in stores and tried to explain myself. To my surprise, even after understanding my entire case, none of the agents were willing to help! All I got was another number of some customer advocate team to reach out to. Why should I be calling when I have settled what was asked???

Nevertheless, I went ahead and dialled the so called ‘Customer advocate team’ only to explain myself all over again and to receive a list of action items from them. This did not go down too well with me and I called up a friend, who also happens to be a corporate lawyer, for consultation. He asked me if I would like to file a defamation or harassment case against the company. While I did not go that way, I ensured I write aggressively about this on my blog and other social platforms.

Today, I received another call. This was a special one! An agent called up apologizing for the entire incident (After reading my posts and mentions). But to my disbelief and disappointment, he asked – ‘Could you please explain the issue?’ I did not bother explaining myself and just gave the subscriber id. But out of sheer interest and curiosity, asked him the details of the applications and processes they have in place and drew the below grid:

My Issues/ What I said Their Processes/What they said
‘I have cleared the pending amount please discontinue my internet connection’ Information was not passed to the correct department although captured in the system.‘The services are not discontinued on customer’s request until a feedback call is received, Since I did not get any confirmation call from the service provider, my services were assumed to be continued’
I kept getting calls every month and I had to explain myself over and over again The payment due department is different and has nothing to do with the customer support department
I sent the final settlement and other interaction emails several times, I had to follow up to ensure a closure and did not receive any confirmation back. ‘Not sure what happened, We are sorry about it. Can you clear your pending dues to ensure you don’t have to visit the court?!’
Reluctantly called Customer advocate team hoping to get some positive action ‘Fill up the details on a form, Send it by post to xyz address, we will take it up from there’
Blogged about it Another team handling social platforms called to ask more details

Is this how you are handling today’s customer?

We are deep in the age of the Customer where the speed at which people decide or react or engage has increased manifolds, and if you are not willing to acknowledge this fact you are choosing to be oblivion.

Let’s see some ‘qualities’ (that you may not like) you could attribute to today’s modern customer, some stats around it and the cause and effect.

“Gone are the days when everybody watched prime-time news or series at the same time or did financial transactions during banking hours”

I was going through an annual internet trends report collated and presented by KPCB (Kleiner Perkins Caufield Byers) and some stats given below are worth noticing. Below slide gives a projection of the data that would be shared socially worldwide.Modern Customer

Earlier interactions used to be between individuals, if a consumer had a concern, they would have shared with the supplier or service provider but imagine a bad feedback with mentions of your organization being posted by one individual but read and shared by others exponentially.

“A bad feedback once given, always remains. Thanks to SEO it keeps coming up on search results”

Global Digital Information

The numbers are indicative enough of changing times. The questions one needs to ask are:

  • Is your Service Organisation Modern enough?
  • Are you available for your customer wherever and whenever your customer wants you to be?
  • Are you putting your money at the right place? Training the right people? Using the right applications?
  • Are you operating a cost center or a profit center?
  • Are you providing a multichannel experience?
  • Is Multichannel enough?

For example, let’s see the progress of a service organization or contact center. I will also try to relate to what my service provider did not do or could have done.

Progress of a service organization or contact center

A study conducted by Aberdeen Group in March 2014 highlights the business value addition with implementation of an Omnichannel experience. The numbers below from this report should be incentive enough in adopting this change.

Omnichannel Program

AT CRMIT Solutions, the consultants team agrees with this business benefit of Customer Experience Management and is equipped to deliver it. Oracle Service Cloud applications provide best in class unified Omnichannel experience and our CRM++ products seamlessly integrate to enhance the utility even further.

As for my Internet service provider, I tried sending my business card to, I am hoping they think about getting to this level pretty soon or they would be left pretty far behind.

About CRMIT Solutions:

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

Specialized Partner for Oracle Service CloudCRMIT Solutions has achieves Oracle PartnerNetwork Specialization for Oracle Service Cloud – Oracle Recognizes CRMIT 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.

Oracle Service Cloud SolutionsCRMIT Solutions is are committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Testimony to Customer Excellence

Pratik Bajaj
Principal Business Consultant – Industry CRM & CX Solutions.
CRMIT Solutions


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Can Oracle Service Cloud cope up with the modern customer service needs?

 

Oracle RightNow Cloud Service

Customer Service is one of the areas that is rapidly changing and companies are thriving to cope up with the customer needs. Day by Day, every company is trying to setup a benchmark for their customer service but realizing after a moment that the expectation has already gone up – the best analogy is like how the government plans to improve the infrastructure to the best of its offerings to the citizen by adding additional roads but realizing by the time of completion that the traffic has already gone up and the entire road has just met the needs of citizens and can never be considered to be the best for citizens. Such every changing demand ultimately makes them to revisit, restrategize the entire way of handling the customer service.

When organization has to be so adaptive and quick for this rapidly changing needs, the investment that organization made on the support tools should not go waste – especially when the organization is partnered with the IT vendor like Oracle. Post Oracle’s Acquisition of RightNow, Oracle has taken the modularity of this product into different heights. Feature Set of the Oracle Service Cloud is consistently improved and added to meet the demands of the modern customer service and also ensuring to provide a high return on investment for the organization who has bought Oracle Service Cloud with confidence.

Oracle RightNow CX Cloud Service

It is not the current feature set that is built to provide the confidence but also the promising futuristic vision of added fuctionalities and simplicity in implementation makes Oracle Service Cloud more reliable than ever. Being flag-shipped as the front runner to deliver great customer experience, Oracle Service Cloud positions itself beyond the support tool and being able to be rapidly implemented, customer support executives would only need little to no training to start serving the customer. If providing a great customer experience to the customers is one of the top priorities of the CXOs of Organization, Oracle Service Cloud is THE right tool to be partnered for a long term vision.

About CRMIT Solutions:

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

Specialized Partner for Oracle Service CloudCRMIT Solutions has achieves Oracle PartnerNetwork Specialization for Oracle Service Cloud – Oracle Recognizes CRMIT 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.

Oracle Service Cloud SolutionsCRMIT is are committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Testimony to Customer Excellence

Inputs from

Suresh Ponniah
Principal Business Consultant –Industry CRM & CX Solutions.
CRMIT Solutions


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The Future of Oracle CRM On Demand: Roadmap and Strategy for Continuous Innovation

Continuous-innovation-and-value-to-customers

The future of Oracle CRM On Demand:

Oracle CRM on Demand or simply OCOD, is presently 26 releases old. This and few of the releases in the recent past indicates the commitment Oracle has towards this product. Also, it has brought in sigh of relief among Oracle’s customers and partners who otherwise thought that the product has reached its end and Oracle would show apathy towards it.

Below paragraphs are attempts to summarize a list of reasons why one should look forward for using OCOD instead of looking for alternatives.

Mobile capabilities

It is out in open, Mobile and Cloud technologies are the 2 concept that would shape the way business are done in years to come.

System which can only present data to a sale reps on their computer screen seems naive these days. World is looking for systems which can find information while they are on the move.

Significant investment was seen from Oracle to make OCOD a mobile enable product. It looks the end result set as objective was a system that is not just informative and sensible but also responsive and pretty at the same time.

2 enhancements OCOD Disconnected Mobile Sales and OCOD Connected Mobile Sales are outcome of this very investment. Both being sales centric apps, provides access to data and ability to manage Contacts, Tasks, and Appointments with ease.

CRM On Demand Mobile Capabilities

RESTful APIs Support

Continuing the mobile enablement strategy, OCOD will soon be introduced to RESTful APIs to support mobile based solutions. This feature, once introduced, doubles up the possibilities and increases the range of solutions that can be provided on the system.

Late last year, OCOD witnessed similar ground breaking release in the form of Javascript APIs. Almost a year past and now it is evident to all how it has changed the way custom solutions are designed on this system.

It is not just the utilities these API brings in make them ground breaking but, the fact that they are low maintenance, cost effective and increases overall UX.

Social Integration

Less than half-a-decade ago there were times when businesses were looking for systems that could generate leads through their websites or enable customers to raise enquiries through them. The fact that it can be termed as a thing of the past shows the pace with which CRM as a concept has evolved. Today’s world is looking for systems which to generate leads from Social Networking Sites and Forums.

OCOD’s new integration abilities with Oracle Social Relation Management (SRM) are steps in the same direction. SRM in itself a matured product suite, has in-built features such as Social Engagement and Monitoring (SEM), Social Marketing (SM) and Oracle Social Network (OSN) is now couple with OCOD’s Marketing, Sales and Service capabilities. It already seems a potential winner in this space at the moment.

Report API

Today, it is hard to find any product that could challenge Oracle BI (Analytics and Reporting) tools for its potentials. Built on the same framework, OCOD Reporting tool will see another feather in its hat. Soon to released Report API allows reports to be executed offline and results can be scheduled and sent over an email.

This means sales manager would not have to log on to his OCOD to review the stats and track the progress of his team as it would be readily available to him every morning in his email client.

Oracle Cloud Marketplace

Ever since Oracle made Cloud Marketplace available, innovative products have been pouring down the alley. It is a great place to find business apps for Oracle cloud. This platform has opened up vast opportunities for stakeholder to showcase their ideas and solve complex business problem at the same time.

Recently, OCOD has found it ways into Marketplace and soon we will witness interested apps up there for our businesses to use.

One would agree that even without these enhancements, OCOD still is one of the most comprehensive CRM solutions available on Cloud today.  With further investments in pipeline, it doesn’t seem this decade old product is going to give up without a fight when put against heavy weights such as Oracle Sales Cloud and Oracle Service Cloud both put together.

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_crm_on_demand

 

CRMIT Solutions has achieved Oracle PartnerNetwork (OPN) Specialized status for Oracle CRM On Demand.

“This Specialization reinforces our capabilities, dedication and commitment to Oracle CRM On Demand. Having completed over 100 customer implementations across numerous verticals using our CRM++ applications for CRM On Demand, we have been able to help bring business value to our customers. Our expertise has helped us become a virtual extension to the Oracle sales and technical teams”says Vinod Reddy, CEO, CRMIT Solutions.

Testimony to Customer Excellence
CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Inputs from
Deepak Andeli
Business Consultant – Industry CRM & CX Solutions
CRMIT Solutions


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Successes of Unified Brand Engagement

Brand Experience

Recently we started building a mobile application for one of our CX clients. During requirements gathering face, we asked for their brand guidelines in terms of user experience.

Our customer was surprised. Their response was ‘you are the mobile experience experts, you should be able to design this based on your previous experience, how can we add value in this?’

We expected this answer and explained to the customer that mobile experience can’t be very different from the customer’s existing brand experience. Of course, mobile provides various other possibilities, but, if it is drastically different from the other experience the customer is used to, it tends to confuse them and provide an overall bad experience.

For example, if I am booking flight tickets in a particular website for the previous 5 years, and suddenly the company introduces a mobile application, I expect to use the mobile app in pretty much the same way as the web site. It can be sleek, can use different icons and color combinations, but the brand experience shouldn’t be different requiring a relearn.

This is an interesting challenge. We want to use the features provided by the mobile device, at the same time, we want to keep the unified brand experience (UBX). Both of them should be considered before arriving at an architecture. This is not just for mobile, but applies for any channel.

Take a bank for example, a customer may access it in his mobile device or web or smart TV or through an ATM. All these experiences should be unified so that they don’t feel the pinch of switching from one channel to another. Means, data continuity, along with brand experience continuity.

Hence, we encourage our customers to arrive at guidelines in terms of brand experience which can be shared with people developing different touch points in different channels. Starting from logo, alignment, fonts, colors, to the way menu items are organized, these should be documented so that it is clear for the channel developers what to expect.

 

Next-Gen Customer ExperienceAt the same time, this shouldn’t become a boring “Color by numbers” experience for the channel developers. They should be given freedom to choose the best design that suits the device. For example, in the flight ticket booking application, there can be a feature which says “Search flights from the nearest airport”, which may not be applicable for a PC based web site.

As new channels get added every day, this becomes a very important task marketers need to focus. A well designed Unified Brand Experience can do wonders in terms of bringing people to new channels.

CRMIT’s UI/UX team works closely with customers to arrive at their Unified Brand Experience (UBX) guidelines and supports channel developers to translate it creatively to suit their device specific needs.

About CRMIT Solutions:

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

We are committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Testimony to Customer ExcellenceInputs from

Naga Chokkanathan
Sr. Director – Innovations
CRMIT Solutions


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Modern Marketing: The New Digital Dialogue

 

Latest Marketing Landscape

Image Reference – Biztegra

Modern Marketing implies marketing Machines.

Business is social. Business is marketing. Marketing is social. In 2014 our programmatic speech at the consumer averages 4000 messages per day, a great bulk of it digital. Few listen. Many tune out. Most stare. We have a long way to go in building the marketing machines. How might digital technology help build machines of society?

The marketing clouds of 2014 are either mass advertising machine tools or mass advertising machines. Leading marketers are focused on getting actionable insights from the marketing clouds and the data oceans. Separately we have moonshots for the marketing machine tools by the likes of Google and Apple.

Marketing Strategies

The art of the digital is to capture the intricate social as a series of dialogues. However the state of the art in 2014 is a series of monologues, the simplistic approaches of a command economy. Over time the marketing monologues improve with tools such as ID graphs and other identity collators. Nonetheless with every passing reinforcement of the command economy the digital contract for social takes a step back. When a consumer feeds us personal data, from the house thermostat, the driverless transports, the eye glasses, the skin sensors and other electronic interfaces FROM his life the digital contract is to employ that data in the service of locale social, locale marketing, locale dialogues. To be sure, Data is a neural net! A marketing logic that prefers siloed enrichment to simplification of the consumer’s data breeds monocultures and diminishing returns.

The premise of the digital society is you reap as much Data as you sow. For an enterprise this translates to ever finer descriptors of its offering in the market. Modern marketing in a globalized digitalized economy is less about privacy than about social literacy. It calls for more social science to marketing than ever before.

About CRMIT Solutions:

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

CRMIT Solutions also extends Marketing Cloud Automation solutions with Oracle Eloqua. “Marketing Oracle Marketing Cloudautomation has been a critical component for our customers and Oracle Eloqua is an ideal fit for modern marketers to power revenue performance,” said Vinod Reddy, Founder & CEO, CRMIT Solutions.“They can transform the way you market in the digital age while delivering an integrated and highly personalized customer experience,” added Vinod.

Testimony to Customer Excellence

CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.