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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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Quote Management – Quote Simple. Quote Smart

Quote Simple. Quote Smart

Shouldn’t Quote management be a part of the CRM solution itself? This is a classic question we hear from our customers very often. They are really puzzled when we tell them that an opportunity, to some extent, is the CRM’s final touch point. Once an opportunity is won, it is assumed that it gets converted to an order in another back-end system and then it is processed. But there’s something between these two, which is the quote process.

Agreed! Not all businesses use quotes, but at the same time a considerable number of businesses do use quote management and they wonder – between an opportunity and an order, shouldn’t there be a quote step? This is very important for them because this is one of the key sales tools that is being used very often.

You are in front of the customer, sitting across the table, discussing something and expressing interest in certain aspects and then the expression is converted into a soft interest by creating a quote. It then becomes a hard interest when you convert it into an order at a later point of time. But the soft interest phase is something which is very interesting. From the first point in which you create a quote with some indistinct details – with some numbers and dates and other parameters, it becomes a conversation starting point and later becomes a running document. As a result, multiple versions of it get created, prices change, the quantities change, the delivery dates change, the delivery locations change, the overall pricing changes, discounts, packs, shipping all these elements showing a variable characteristic will have a tendency to change. It’s as good as a real order but it’s basically a soft commitment. So, this is something which is quite common and most of the organizations solve this problem by implementing their own quote management solutions which are outside the CRM framework.

Typically, CRM talks to the quote management system, once the opportunity is ready to become a quote, a trigger is sent from the CRM to the quote management system with all the relevant details and the quote is generated. The quote process actually happens outside CRM.

Quote Management

But the trend is that people want to see what happened to a quote after it is created. It can’t be another system. People don’t want to jump windows and also, they want to have complete visibility about what is happening in a particular opportunity. Till a quote is accepted by the customer representative, the opportunity is not considered as closed. So they want to know what’s happening on the quote side, how many versions have been created, which ones are sent to the customer, when was it sent, was it sent as an email attachment or was it sent as a printed copy, what was the customer reaction, when did they see it, when they plan to complete it or close it. These are some details sales rep wants to see in their opportunity view itself and they end up achieving it in one of the two ways:

First one is, if the quote management solution the customer using is strong, then we integrate CRM with it. We bring quote into the CRM, we allow CRM to send data to the quote management system and so on. Else if the customer is not having a quote management system and having a system which is very outdated or sometimes the quote management system can even be heavy – heavy in the sense that they may be looking for a simple quote management solutions but they might have gone for a implementation whereby a really heavy weight quote management system is implemented and the sales people are really puzzled on how to use it and they end up not raising quotes in the required numbers.In such cases, they build small quote management functionality inside CRM. It is very simple and straight forward but at the same time, you have to understand the process very well.

How CRMIT can support you?
Accelerate Revenue through Quote ManagementWe have worked with a number of customers and have understood that the quoting process in general is having a fine thread which is common across companies and variations are added on top of it. So that’s where we thought we will create our own quote management solution which sits inside the CRM. It is not a heavy weight system that you need to host elsewhere and then integrate with CRM, switch to it whenever necessary. It is ‘within’ the CRM. So it uses CRM’s architecture, it uses CRM’s own objects, hence it is well connected, easy to access, quick to use as the information need not be pulled out from a third party system. So that’s one of the very key features which add value to the CRM flow by just adding a quote piece to it.

Mobile Quote – Anywhere, Anytime, Any Device

Another common trend that we are observing now is the mobile quote. When reps travel a lot, they carry their mobile devices, tablets and other portable devices and they want to create quotes when they are in front of the customer. Of course they may be connected or disconnected, but all the details that are required for creating a quote should be available to them so that they can create a quote, across the table and can show it to the customer. Once everything is done, the customer says ‘”yes, you send me the quote”, the rep just presses a button and the quote goes to the customer in the format they prefer. This can be improved further by integrating it to a digital signature system so that the customers can readily sign the document in the mobile device itself, or using their Email/ an online digital signature system. This means, system drives the call for action and makes sure that the sale is won.

In short, this is something which is really transforming. Basically, you are moving from your simple cataloging system to a system whereby you can showcase your products and quickly create a quote and then send it across to the customer. This basically completes the loop as far as the purpose of that meeting is concerned. Many of our customers are moving towards this important milestone. Mobile quoting is something that will really transform this industry and CRMIT is working towards bringing the best mobile quoting experience to CRM sales persons using a system which resides inside their CRM so that no learning and unlearning is required. They use the system exactly as they normally use the quote management system and get this important piece of work done within the system itself. We believe this will really provide huge value add to our customers and we are excited to work with variations of the same application and help our customers raise better, customized quotes and close the business quickly.

Inputs from
Naga Chokkanathan
Sr. Director – Innovations
CRMIT Solutions


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Build email, blast and manage responses from Oracle Sales Cloud

ORACLE SALES CLOUD_1

Sales representatives and sales managers can create sales campaigns for reaching out to contacts within their territories. Using sales campaigns, they invite contacts to an event or inform them about a product launch. Using a guided process, they can select recipients, use email templates, launch campaigns, monitor responses and take actions.

A great stride forward for Sales campaigns is breaking them off from Leads.

Screenshot below: Currently, to access Sales Campaigns you would go to leads.

Oracle Sales Cloud - Existing Version

Screenshot below: Future release, Sales Campaigns are separated from Leads and moved to top level.

Oracle Sales Cloud - Upcoming VersionSimilar to any primary object Sales Campaigns would have its own overview page with predefined lists

Campaigns ListWhen creating a Sales Campaign the first step is to select contacts. The best part of this step is an ability to build your own contact search criteria. The “Add” allows users to add any (Standard & Custom) fields created for a contact to search query. “Apply” would add the selected contacts as recipients to the Sales Campaign.

Now you could add 500 recipients to a Sales Campaign.

Contacts Screen

One of the future enhancements is to allow cross object segmentation e.g. Show me the contacts in a country where opportunity deal size is greater than 100K.

The second step is to select/design the email template. During this step Sales reps/Sales managers could select a email template, personalize the message and insert links for response actions (e.g. Request Call Back) by recipients. Users could also add a Subject and From address for the message.

Template

The third and final step is wrap Up or Launch Campaign. During this step Sales rep/Sales manager could give a name and description to Sales Campaign, define actions (e.g. Receive email notification, Create a call back task) customer responses and define the campaign launch (e.g. Immediate, Later).

Wrap Up

While tracking the results of a Sales Campaign, user could use the summary page to monitor message delivery status, recipient responses (including list of contacts who chose that response and current response status) and take actions e.g. Convert to New Lead. A separate section is also provided to track the leads created from the campaign and their current status.

SummaryResponsesThese features are commonly available from Oracle Sales Cloud release 10.

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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Can Remote Device Monitoring benefit Field Service organizations?

blog

How to deliver a knock-your-socks-off customer experience (CX) during Field Service?
Does Customer Service experience ensure winning your customers for rather longer tenure than anticipated? In a non-creepy style, of course.

Today’s field service management apps are not only limited to resource tracking. Location is great to know, but it’s just the beginning of what needs to be accomplished out on the front line.

To start with, field service organizations want more sophisticated workflow functions and richer customer engagement capabilities. However, even these more advanced features react more than anticipated. To become more productive, save more money, and even create new revenue streams, mobile field service management solutions need to become more proactive and preventive.

What is Field Service Automation Space?
Integrated enhanced customer support channels has brought up Mobility, Cloud and IoT (Internet Of Things) together. Internet expansion is moving far beyond desktops and local area networks (LANs) to remote field service assets that rely on mobility and the cloud, from heavy industry field equipment to sensitive medical devices.

The age of collaboration has been expected for some time now within the service. Despite the proliferation of mobile devices and virtual communities, organizations still find it difficult to coordinate processes which aren’t owned by a dedicated stakeholder, communicate information to disparate teams, or collaborate with the intelligence captured from customers and equipment in the field.

Adopting a Customer Service, not-my-Job attitude, disconnected resources are a few of the major challenges faced by top players as well, and hence ending up losing an Opportunity.

How? See next;

Scenario 1: Field Service at Cross Roads
Today’s field service organization is reactive and heavily dependent on the customer waving the red flag. They wait for the equipment user to recognize there’s a problem and call in with a complaint.

The clock is ticking!!!1

Scenario 2: Remote Monitoring Boosting the CX
A more proactive system would utilize sensor and remote monitoring instead of the customer’s eyes and ears. 1.1So, the increased integration of machine to machine (M2M) technology is providing the field service industry with an excellent opportunity to offer new services and increase revenue, while enhancing the overall quality of the customer experience.

Take Away…
Implementing customer-centered thinking in an organization is all about making your customers a central organizational value that guides behaviors and decision making. Valuing customer experience is about changing your process, sure, but it goes even deeper: It’s about changing attitudes.

Obvious benefits of location technology and data-capture devices include rapid service provisioning and better routing and scheduling, which helps shorten time windows for service appointments. It always helps to provide actionable insights on facilitating collaboration and hence, information exchange between the field service team and the contact center.

Adding to the momentum is that connecting a multitude of devices is becoming increasingly affordable. I personally feel that the added M2M intelligence, results in faster issue resolution, less downtime, and added customer value. And satisfied customers are the key to recurring revenue streams and positive referrals.

What if next time, I receive certain notification stating that my voice controlled house lighting system has been noticed facing few performance issues due to certain device drivers, and I just need to confirm an appointment with the concerned team at my convenience, or even better that the issue is resolved remotely and details have been dispatched.

Huh…I can’t ask anything better as I didn’t even get the chance to face the issue and it got fixed. This time, I conclude the thread with a new-age formula;

Understanding your Customer + Engaging your Customer = Navigating with your ‘WoW Customers’

Customers are delighted & in control, now more than ever !!!

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 is committed to providing 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.Achievements

Gaurav Bhardwaj
Lead Consultant – CRM/CX
CRMIT Solutions Pvt. Ltd., India


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Smart Phones for Smarter CRM

blog M-PESA, a phone based money transfer and micro-financing service is said to have had pro-found impact on Kenyan households to manage their money. In a country where only 1 percent Kenyans has a landline, this smart cell phone based service has changed the life of 70 percent population. As per Bill and Melinda Gates Foundation newsletter, a survey showed that 90 percent said that their money was safe with M-PESA and they were “extremely happy” or “very happy” with this service. M-PESA service is just one of the many examples of how smart phones have improved all our lives.  Continue reading


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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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Stop Traditional Marketing…. It’s time for Modern Marketing! #oow14

Modern_MarketingOnce upon time… Huh! don’t worry am not going to tell a long story. It’s my anecdote.

We have a lots of unintelligible data. For e.g, so many people are visiting Landing pages but don’t know, from which source they are coming?
we are equally spending money across all the networks(Social Media, Google Adwords, Webinars, Virtual Events etc…) couldn’t able to find out ROI breakout on individual
source.
Eloqua has showed a solution for this. Now, we can figure out from where we are getting more Leads. It is giving Data Intelligence to drive Sales Cycle more .

Scenario: Campaign to invite customers to attend a sales webcast or virtual event.
1) Send initial email invitation
2) Scrub registration list against email list
3) Send reminder to those not registered
4) Wait until the webcast date, download the attendee list. Divide list to send thank you and sorry we missed you email.
5) Email attendee list to marketing operations to upload into CRM.

After Marketing Automation
1) Upload emails and campaign list into Eloqua.
2) Create Eloqua Program
3) Activate
4) Do a happy dance when leads show up.
5) Have a glass of wine to celebrate.

Eloqua has solved my maintenance issues & made me Modern Marketer.

Happy Modern Marketing

Don’t relay on others… Do it your own Marketing.. Be like one man Army

Still, Are you relaying on Web Developers, Designers to do Campaigns. Their support doesn’t require anymore.
Everything you can do it by your own with WYSIWYG(What You See Is What You Get) Editor. Doesn’t Sound interesting. It’s as simple as Drag-Drop feature.
Which will effectively improves your ROI(Return on Investment) & SOI(Savings on your Investment). Are you thinking how?
Let me explain scenario.
Use case: Execute Campaign

Without Eloqua,

1) Taking help from Web Developers/Designers to create Emails/Landing Pages.
2) Sending emails.
3) Resending emails(Who are not responded)
4) Checking for Date/Time (To restrict sending emails in Business Days only)

No.of people involved in this process is more than one.

With Eloqua,
1) Create Email by your own self.
2) Set the Campaign Canvas.
3) Let Eloqua to flow the Campaign Canvas(Which includes Resending emails, Restricting emails based on Time Zones & Business Days/hours)
4) Enjoy the Reports

No.of People involved here is only one(Modern Marketer)

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.

Input from
Ravi Teja
Marketing
CRMIT Solutions


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How to Best Utilize Oracle Sales Cloud Analytics ?

Sales Analytics

Oracle Sales Cloud has prebuilt dashboards tailored for all sales roles. Sales Analytics allows users to track Pipeline Strength, Actuals against Quota and Sales Team Performance in a single view.

Dashboard Reports

Dashboard reports allow users to navigate from a summary view to more detailed report and users could even further drill down to record level information.

Pipeline Analytics:

Pipeline analytics shows sales team’s opportunities by sales stage and revenue contribution. Prebuilt metrics show the Total Revenue, Open Pipeline and Revenue won by sales team in a quarter and facilitate future planning.

Pipeline Analytics

Actual vs Quota:

Team Performance

Actual vs Quota report allows tracking quarterly Revenue Forecast, Won Revenue and Open Pipeline for each product line. This report helps sales managers to identify areas for improvement and ensure sufficient pipeline revenue in the final sales stages to meet quarterly revenue goals.

Team Performance Analytics:

Team performance analytics allows identifying how individual team members are progressing towards their revenue goals. A sales manager can identify top performers and also team members who might need support and coaching as they are lagging behind.

The Achievement % and Won Revenue views shows performance in percentage and in absolute numbers facilitating course correction as required.

Team Performance

Team Performance

Activities Report:

Activities report allows users to easily track upcoming/planned activities that they need to prepare for in next few days.

Activities Report

Mobilytics:

Oracle Mobilytics app provides unprecedented mobile business intelligence into sales performance with interactive visualizations created specifically for iPad.

Forecast Shaper:

Forecast Shaper enables to perform ‘what-if’ analyses and shape sales team’s forecast more intelligently.Results could be filtered by Region, Product, Industry etc.

Forecast Shaper

Pipeline Analyzer:

Pipeline Analyzer allows to view all deals with deal size for each sales stage.

Pipeline Analyzer

Deal Radar:

Discover which deals are being actively managed by using Deal Radar. Apply filters like Region, Product and Industry to view deals by quarter instead of activity.

Deal Radar

Team Tracker:

Team Tracker allows you monitor team performance and proactively address performance issues.

Team Tracker

 

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_cloud
CRMIT 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.

Testimony to Customer Excellence

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