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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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Convert Data Into Insight -Oracle BI Cloud Services

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Oracle Business Intelligence Cloud Service gives an easy, affordable analytics in the cloud—so you can convert data into insight as fast as you can click.

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Start Instantly—Start your analysis instantly—upload your own files, drag and drop to build the report/dashboard. Easy search, dynamic navigation, and contextual analytics will help guide you through your data, so you spend your time applying your expertise, not configuring charts.

Automatic Best Visualizations—Automatic visualizations help reveal new patterns, show what’s in the data. Oracle BI Cloud has a rich gallery of charts that helps to create dynamic, interactive dashboards & reports that are both highly informative and visually appealing, you can drag and drop from a rich charting library to create compelling dashboards and reports.

Dig Deeper—Sometimes you have an idea about what you’ll find in your data—and sometimes you don’t. Through Oracle BI Cloud easily combine data from multiple sources, discover new insights, and take analysis to the next level with advanced and predictive analytics.

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Go Mobile & Share—All the analytics are automatically available anytime, anywhere, on any device, so it’s quick and easy to share insights and drive collaboration.

Ease of Use—Fast, flexible analytics in the cloud empowers to get the greatest benefit from data when it matters most & whenever it is needed. You will be able to dive in and explore, drag & drop to see what combinations of attributes reveal new insights from data for you. It also offers the ability to use advanced analytics and predictive modeling, to understand the past trends & take that insight to the next level to prevent it from happening in the future.

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Arpit Kumar Saxena
CRMIT Solutions


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Oracle Service Cloud and Oracle Field Service for Customer Experience Excellence

Field Service ManagementLeveraging Oracle Service Cloud and Oracle Field Service to provide world class Customer Experience

You are an Organization that sells and services A/C units to various Consumers, what are the typical Complaints you face

  • I’ve purchased the A/C and waiting for over two days for it to be installed
  • Don’t buy this product, the service is pathetic, I would give a thumb down for this product (Social Media Post)
  • My warranty requires you to come and service me regularly, why is it not yet done?
  • Your engineer came to my home and told me that he would need to replace this part for which stock is not available and would need to wait for another 2 days, what the hell? It’s freaking hot here….

And More….More…..

Customers can raise an installation request/ complaint from multiple channels and there is a need for your back office staff to either respond to the request or assign it to a field service engineer to go to the Customer’s premises and cater to the installation request/ complaint

There are many products in the market that do this in silos, a Contact center solution to take complaints and a field service system to take care of the fulfillment process. While you can build connectors to these two systems, there is a need for a real-time data without any interruption to daily work.

There is a question that comes in mind, is there a single framework that can perform all these operations?

Well, the answer is Service Cloud portfolio of Oracle which has Oracle Service Cloud and Oracle Field Service tightly integrated within a single unified framework to provide the right Customer Experience.

How does it works? Let me explain with an example

Tim (The Customer) goes to a retail store and picks up your companies A/C unit, the Order information and would then be notified as an installation request in Oracle Service Cloud along with Tim’s contact details, Amy (Back office agent) would then go and look at the installation request, contact Tim and check his availability for sending an engineer to install the A/C unit, Tim would provide the timing, based on which Amy would input the information in Oracle Service Cloud. Oracle Field Service would take this information and consider certain parameters such as nature of service, area, the location of the Customer and availability of the resources, display a schedule to Amy. Amy would check the availability based on the timing suggested by Tim and see that Mark (Service Engineer) is the person available and confirm to Tim that a Service Engineer named Mark would come and install the A/C unit. Once the call is disconnected, an email and SMS notification would go to Tim with the confirmation request and details of Mark. The installation request is then assigned to Mark.

Mark is on the field and would use the Oracle Field Service mobile application to view the details and checks the location details that come on map, Field Service tracker would also display him the shortest route to the location, he goes and installs the A/C unit for Tim and updates the installation request. Tim then gets a confirmation message based on which the request is closed and a feedback survey is sent to Tim from Oracle Service cloud, Tim provides the feedback and based on the feedback Oracle Service Cloud has got in-built intelligence to identify as to whether the Customer is happy or not.

Is it all, no, A/C is more about continuous servicing, Tim has a warranty with your Company and creating and maintaining the preventive maintenance schedule in your system is very critical. Oracle Field Service allows you to maintain the preventive maintenance for the products; the schedules would automatically create work orders in Oracle Service Cloud. This would help the back office agent to view the details and arrange a service visit for the field engineers using Oracle field Service.

If there are any spare parts to be replaced at any given time frame, those details also can be recorded using Oracle Field Service and tagged along with your preventive maintenance schedule.

In a nutshell, Oracle Service Cloud provides cross-channel customer experience where the communication can happen from multiple channels and Oracle field service would help in the field service engineers coming and fulfilling your Customer’s needs based on a defined set of SLAs. Together, a world class Customer Experience is delivered.

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 achieved 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 center) service solution that matter most in the customer’s journey.

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.

Testimony to Customer Excellence

Inputs from
Pramod Mahadevan
CRMIT Solutions

 

 


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Customer Service using Customer Journey Mapping

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Customer Service and Beyond

Customer Service goes well beyond just after sales.  It’s about directly, as well as indirectly, servicing the customer as they progress through the various stages.

One of the frameworks available for us to map these various direct and indirect touch points and then plan for delivering an effective Customer Service is Customer Journey Maps. A Customer Journey Map (CJM) looks at mapping out the total customer experience across all touchpoints between the customer and your organization, right from initial contact, through purchasing, after sales support, and hopefully onto renewal / repurchase.

Unlike traditional marketing funnels which are linear in nature, CJM’s are not. A customer can jump from one phase to another, based on a number of factors. They will interact with some touch-points and miss others entirely.  It is important to understand the different moments of impact a customer could have when engaging with your brand and products, and then set those customers up to succeed through education, communication, and discovery

Benefits  using Customer Journey Map 

CJM
Steer your product roadmaps through the insights you receive when you understand how your customers explore your products and where they get hung up

Prioritize your business goals to align with what where your Customers are facing maximum friction. Decide whether its Marketing or Customer Service you need to focus on.

Once you know the main points of Customer friction have prioritized the projects that will have the greatest impact, you can hire and expand teams accordingly

Help bring different teams together for a common goal: the customer experience. Everyone team should be well-versed on what your customer is asking, what they need, how they feel at different points of the journey

 


Step by Step Approach: Customer Journey Mapping

CJM 2

For further details on Customer Journey Mapping feel free to reach out to us at sales@crmit.com

Inputs
Saurabh N Gupta
CRMIT Solutions


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Sales Performance Management & FieldSalesPro: Maximizing Sales Team Performance

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Companies around the world are focused on maximizing sales team performance and execution, yet most struggle to achieve the outcomes necessary to face today’s business challenges.

Oracle Sales Performance Management (SPM) helps to create more performant sales organizations with balanced territory planning, informed quota allocations and better incentive management.

With SPM, Sales organizations also need right tools and strategies that help optimize the selling process and allow sales reps spend more time selling.

According to CSO Insights, most of the times sales reps miss their targets because they spend less time selling (only 41%) and more time on customer research, creating collateral and entering data into their CRMs manually.

FieldSalesPro is a sales productivity tool which allows sales reps spend more time doing what they really want to do: close deals.
FieldSalesPro

Role Play: Account Manager

Kevin is an Account Manager at Interface which is the world’s largest designer and maker of carpet tile.

He is on a planned sales visit to meet ‘Jeff’ who is a purchasing consultant (better role?) at Starwood Group of hotels.

Before the meeting, Kevin uses FieldSalesPro to plan customer journey.

Product Portfolio:

Kevin initiates FieldSalesPro and navigates to products section to review the products portfolio built by marketing for hospitality sector. He reviews featured products for this sector, their design, sizes, colours and Gallery with installation photos and hospitality customer references.

Kevin favourites few products for his meeting.

Customer Intelligence:

Kevin navigates to Customers section on FieldSalesPro and verifies if Starwood Group is already available. Finding that the Account is not yet added to FieldSalesPro, he searches and synchronizes Account and contacts information from CRM.

Kevin uses the “CRM Intelligence” and “Social Hub” features on FieldSalesPro to understand

CRM Intelligence – Latest Customer and Contact profile updates (fed by DaaS into CRM), Previous Opportunities, Current Opportunities, Active Contacts, Last Interaction, Planned Activities etc.

Social Hub – latest social media activity of customer organization and contacts.

Documents:

Kevin navigates to “Documents” section on FieldSalesPro for a sample sales script for the hospitality sector and reviews other collateral useful for his meeting.

Meetings:

Kevin navigates to Meetings section on FieldSalesPro and starts putting together meeting details like the subject, date, time, Customer, Attendees, products to promote, script to use and other useful collateral for the meeting.

<<Ahmed: does this sound too manual?>>

Role Play: Sales Manager & Account Manager

Jay is a sales manager at Interface and Kevin reports to him.

Kevin and Jay are having a Sales performance review meeting for their region. They use Oracle Sales Cloud SPM to review their Territory, Sales Quota, Closed revenue, Current Forecast and Pipeline.

Kevin and Jay believe winning a deal with Starwood Group of hotels is critical for achieving their remaining Quota.

On Oracle Sales Cloud, Jay reviews the featured hospitality products and their lead time to sell.

Jay reviews the meeting details with Starwood Group of hotels and proposes couple of changes to the list of products to promote and changes to the sales script. Jay adds himself to the list of attendees for this meeting.

Role Play: Account Manager

Kevin makes the changes proposed by Jay and uses FieldSalesPro to send the meeting invite to meeting attendees.

On the day of the meeting, before seeing Jeff, both Kevin and Jay review the planned customer journey. They are confident that they have all ingredients to close this deal.

Kevin & Jay meet Jeff, Jeff requests one of his team members ‘Catie’ to join the meeting.

Kevin adds Catie to the meeting, quickly reviews her social hub activity.

Kevin starts the meeting on FieldSalesPro.

Kevin shows the featured products for this sector, their design, sizes, colors and Gallery with installation photos and hospitality customer references.

Jeff and Catie favorite few styles for each installation and ask for a quick price.

Kevin uses the Quick price lookup feature on FieldSalesPro and shares the price points for selected styles.

Jeff and Catie request for samples and a Quote.

Kevin initiates following CRM processes from FieldSalesPro

  1. He creates an opportunity towards this deal
  2. He initiates sample requests for selected styles
  3. He initiates a quote request

Kevin and Jay thank Jeff and Catie for the opportunity and conclude the meeting.

FSP generates a meeting summary with key meeting information, attendees, products reviewed, products selected and actions taken and sends an email to all attendees with meeting summary attached. FSP creates an activity in CRM and store the meeting summary.

Confident about winning this deal, Kevin adds Starwood Group of Hotels opportunity to his forecast.

FieldSalesPro

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