CRMIT : Oracle CRM On Demand to Fusion CRM Migration success story

Copyright of CRMIT (C) 2012. All rights reserved. Confidential Information

CRMIT’s CRM On Demand to FCRM Migration Success Story


Agenda

• CRM On Demand deployment overview • Unmet CRM needs • Fusion CRM – A better fitment for CRMIT • Migration Approach, Plan & Current Status • Integration / Custom Extensions to FCRM • Future Roadmap for FCRM deployment • Readiness Plan as an Implementation Partner • Contact Information • Our Offices


CRM OnDemand Deployment Overview

• Deployed in 2010 for CRMIT’s “Sales Team” as a simple CRM solution enabled with standard out of box CRM On Demand features

• Major internal initiative undertaken in 2011, to convert CRM OnDemand as a “Strategic Application” to gain new customers, improve customer satisfaction and collaboration among Sales, Marketing, PMO and finance teams of CRMIT under the project initiative of “Sales++”

• CRM On Demand is customized on multiple aspects (data structures, business processes, Standard extensions (ODM) and custom extensions) as part of Sales++ initiative

• Sales++ deployed in mid 2011 to CRMIT’s sales, marketing, PMO and finance teams distributed across the globe as one single application facilitating centralized data capture and collaboration


Unmet CRM needs

• As CRMIT diversifies globally, there is a strong need for effective territory definition for Sales team and use it as base for handling data security, forecasting and performance management which is over and beyond the current “Book of Business” feature offered by CRM On Demand

• CRM On Demand discrete workflow feature though simple and elegant is not sufficient to deploy some of the complex internal processes that cuts across multiple groups like sales, marketing, finance and PMO

• Need for a better user interface coupled with advanced built-in native interfaces of CRM with MS office applications / other collaboration tools

• Need for a flexible framework (unlimited objects, fields etc) to build custom extensions

• Need for a scalable application platform to meet the future needs of CRMIT in the areas of HCM, ICM and OSN

• Flexible and unlimited webservice usage would help CRMIT to effectively use its custom CRM plug-ins


Fusion CRM – A better fitment for CRMIT

• Powerful territory management tightly coupled with

• Security Model

• Real time Forecasting

• Embedded reports and dashboards with extensive pre-built metrics for performance management

Territory Management

• Flexible Architecture facilitating

• Deeper process level customization with process manager

• Ability to build complex business rules / validations using Groovy support

• Customizable mobile CRM

• Unlimited custom objects / abundant custom fields

• Workflows supported by Groovy scripts

• Unrestricted Webservice usage

Flexible Architecture

• Scalable Platform to meet CRMIT’s future needs on

• Human Capital Management platform for all its employees

• Incentive compensation management to implement flexible / complex compensation payouts

• Oracle Social Network for internal / external collaboration

Scalable Application

Platform


Migration Approach, Plan and Current Status

• Instance provisioning

•Company Setup (Currency, Language, Territory Dimensions etc)

•Object Extensions (Custom objects)

•Field Extensions

•Setting up territory and Quota definition

•Reports / Dashboard Creation

Data Structures

•Opportunity Management (Sales Coach, Business Rules, Workflows)

•Lead Management

•Campaign Management (Email)

• Inter department collaboration flows (Sales, Presales, Finance and PMO)

Processes

•Customization using Webservices to build integrated Service Request Management Module

•Integration with CRMIT’s internal Project Management System (PMS)

Customization / Integration

•Migrating of existing CRM OnDemand Production Data (Accounts, Contacts, Opportunities and Leads)

•Data Quality Testing

•Reports and Dashboard testing with production data

•User Migration and GoLive

Data Migration

May 2012 June 2012 July /

August 2012 Sep 2012

Current Status : CRMIT goes live with Fusion CRM on 7th October 2012


Integration / Customization extensions to FCRM

Customization - Lack of Service Request Management in current version of FCRM is not a serious show stopper to CRMIT as we went ahead and built our own Integrated Service Request Management Module for FCRM. Integrated Service Request Management Module for FCRM helps CRMIT to

• Extend Fusion CRM to handle Service Request Management with relevant reports and dashboards • Provides a 24 x 7 knowledge portal accessible to CRMIT customers, to reduce service cost • 24 x 7 web based Service request portal for CRMIT customers to raise and resolve product / service issues

with CRMIT support personal • Built-In Social Media integration capabilities to enhance knowledge sharing and co-creation capabilities • Future plans in place to add non expensive channels of communication like email, chat and CTI solution

Integration - FCRM is integrated with CRMIT’s Project Management System Whizible (PMS) supporting the below needs

• Facilitates conversion of won opportunities to a “Project” in PMS on click of a button in FCRM, reusing all information gathered as part of sales cycle without any manual intervention

• Update back to FCRM on project progress / payment milestones for Sales team to get a 360 degree view of current project status

• Update back to FCRM on periodic basis on project success metrics (Effort / Schedule / Cost / Quality)

• Posting back documented “Project Closure” results to FCRM for future reference

• Ensures tighter collaboration among Project team members, PMO, Finance and Sales team


Future Roadmap for FCRM deployment

• Enabling Marketing module in Fusion CRM • Deployment of Mobile CRM • Integration with Financial Systems • Deployment of Fusion Incentive Compensation Module (ICM) • Deployment of Fusion Human Capital Management (HCM) • Integrating with Oracle Social Network (OSN) to enable

tighter collaboration within CRMIT members across the globe as well as with Partners and Customers


Readiness Plan as an Implementation Partner

Deliver Fusion CRM Implementation

Simple Implementation with out of box features for rapid value realization

Complex implementation with involved integration / extensions to large customers

Migration approach / tools / utilities to migrate existing CRMOD customers to Fusion CRM

Setup Fusion CRM Practice

Sales & Presales support to Oracle

POC Support to Oracle

Scaling internal team strength

Migrating CRM++ plug-ins to Fusion CRM

Build Internal Competencies

Sales & Presales Certifications

Implementation Certifications

Hands-On competency with internal deployment

Training delivery on Fusion CRM for Oracle

Dec 2012

May 2012

CRMIT is one of the first OPN partners to have now “Certified Fusion CRM Sales Implementation

Specialists”


Contact Information

Phone: +1 972 215 0547 Website: www.crmit.com Email: [email protected] Blog : http://blog.crmit.com/ Twitter : @crmitsolutions Facebook : http://www.facebook.com/CRMITSolutions LinkedIn : http://www.linkedin.com/company/crmit Google+ : https://plus.google.com/105417478549877517638/posts YouTube : http://www.youtube.com/crmitsolutions Flickr : http://www.flickr.com/photos/crmit/ Pinterest : http://pinterest.com/crmitsolutions/

mailto:[email protected]


Our Offices

Taiwan Office CRMIT Solutions

10F, No. 514, Sec. 2, Chenggong Road, Neihu District, Taipei,

Taiwan 114

For more information, contact us at [email protected] or visit our website at www.crmit.com

Japan Office

2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042,

Japan

Europe Office

9 Devonshire Square

London, UK EC2M 4YF

Asia Office

14, CRMIT Towers, BTM Layout 1st Stage,

100 Ft Ring Road, Bangalore 560068

India

Australia Office

Suite 24/103George Street, Parramatta, NSW-2150,

Australia

USA Office

1525, McCarthy Blvd, Suite 1000,Milipitas,

California 95035 USA

Copyright of CRMIT-© 2012. All rights reserved. This document and translations of it may be copied and furnished to others, and derivative works that comment on or otherwise explain it or assist in its implementation may be prepared, copied, published, and distributed, in whole or in part, without restriction of any kind, provided that the above copyright notice and this section are included on all such copies and derivative works. However, this document itself may not be modified in any way, including by removing the copyright notice or references to CRMIT, without the permission of the copyright owners. This document and the information contained herein is provided on an "AS IS" basis and CRMIT DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY THAT THE USE OF THE INFORMATION HEREIN WILL NOT INFRINGE ANY OWNERSHIP RIGHTS OR ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

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http://www.crmit.com/

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CRMIT : Oracle CRM On Demand to Fusion CRM Migration success story

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Transcript of CRMIT : Oracle CRM On Demand to Fusion CRM Migration success story