Effectively Migrating from Salesforce.com to Oracle CRM On Demand

1 © 2009 KBACE Technologies, Inc.

Jennifer Ardery

Marketing Programs Manager, KBACE

Technologies

Effectively Migrating from Salesforce.com to Oracle CRM On Demand

© 2009 KBACE Technologies, Inc.2

Agenda

•Project Background•Software as a Service

(SaaS)•Oracle CRM On Demand

Overview•Project Scope•Data Conversion•Outlook Integration•Reporting & Analytics•User Adoption & Training•Lessons Learned•Q&A


Project Background

•Used Salesforce.com for over 7 years

•Run our own business on the E-Business Suite R12.1

•Never owned by an implementation team• Data cleanliness became an issue

• User adoption had room for improvement

•Sales Force Automation Functionality was generally okay

•Lacked analytics and many of the pre-built reports that Oracle CRM OD offers (from Siebel Analytics best practices)


Software as a Service (SaaS)

•Enables the delivery of business applications in an on-demand environment over the Internet

•Eliminates software licenses and hardware management

•Offers affordable and predictable monthly costs

•Delivers faster return on your investment•Provides upgrades to all users


Oracle CRM On Demand• Deep CRM and SFA

• Marketing

• Sales

• Analytics

• Service

• Usability• Rapid user adoption

• Easy to administer

• Options• Call Center

• Partner Relationship Management

• Mobile Access

• Email Marketing

• Social CRM

• Stand Alone application


Oracle CRM On Demand

• User-friendly, tabbed interface

• Configure multiple views easily with role-based access

• Search by any object• In-line editing• Modifiable drop-down

field menus• Recently Viewed and

Favorite lists• Embed CRM On Demand

access on your iGoogle page or similar


Project Scope

• Implement only standard functionality in 1st phase• Decided one month later to implement Campaign functionality

•Manage Pipeline flow - Account, Contact, Lead, Opportunity, Task / Appointment

•Generate targeted Campaign lists•Enable call and appointment logging (historical)•Convert data from Salesforce.com

• Leveraging Oracle CRM On Demand spreadsheet upload function

•Change the way Opportunities are categorized• Taking opportunity to optimize business processes with any new

implementation

•Configure account and partner hierarchies


Data Conversion

•Converted 4000 Contacts and 1500 Accounts•Provided opportunity to identify and resolve

duplicate data (i.e. company names)•Exported from Salesforce and imported into CRM On

Demand using standard tools in both applications• It’s that easy!

•Used intuitive field mapping•Eliminated need for custom code by leveraging

SaaS approach• Saved time and decreased cost

•Converted all Objects including Opportunity and Call history


Outlook Integration

• Accesses your CRM contact database directly from your familiar Outlook interface

• Creates a single view of the customer for better decisions and service

• Installs in minutes by anyone and requires very minimal training


Outlook Integration

• Eliminates need to maintain contacts in Outlook (no duplicate entry)

• Associates inbound and outbound emails with related Accounts, Contacts, Leads, Opportunities, and Service Requests

• Creates new appointments /tasks and associates with related objects

• Adding Outlook contact data, messages, and tasks into your CRM system adds value:

• Easier to maintain over the long run (i.e. if sales rep leaves)

• Optimizes sales cycle by having all information in one place

• Anyone with access can see important sales and marketing communications by Account


Reporting & Account Intelligence

• Delivers Customer Insight through real-time reporting

• Packaged with numerous pre-built reports and dashboards

• User-friendly lists can be generated in a couple of minutes

• Embed reports / dashboards on home page for easy access


Historical & Real Time Analytics

• Based on Siebel Analytics

• Delivers snapshots comparing business performance over time

• Drives corporate objectives with quantified business data

• Provides dozens of prebuilt reports and it’s easy to customize your own


Report Creation


Training

•Able to get 15 users up and running within 1 week

•CRM Administrators, new to the application, were able to deliver one-on-one training

•Training sessions lasted 1 to 1.5 hours and most were remote

•Validated converted data

•Experienced minimal follow-up questions

•Received no negative feedback from sales team

•Suggestions received from the field were implemented immediately


User Adoption

•The more value provided, the quicker users will adopt:

• Pipeline summary on home page

• Delivered the same pipeline report as sales team was used to

• Web site stats / leads display on home page

•Requests from the field can be implemented immediately

• Easy to maintain and configure

•User personalization – My Set Up•Sales team is able to run their own reports


Lessons Learned

•Effectively running our business on CRM On Demand with entirely out of the box functionality

•SaaS platform enables a rapid implementation – 4 weeks!

•Small goals, lead big returns •No cost for continued support


Lessons Learned

• Seamless Go-Live - Data conversion took place over the weekend and system was up and running on Monday

• Experience minimal performance issues as Oracle fine tunes functionality behind the scenes

• Realized importance of buy-in from executive team

• System is only as good as the quality of data in it

• CRM Administrator / Marketing Programs Manager keeps track of leads and keeps the sales team “honest”

• No negative feedback from the Sales team – uncommon with change

• Leverage ongoing upgrades offered to all customers


As a Worldwide Oracle Certified Advantage Partner (the highest partner distinction awarded by Oracle), KBACE is committed to delivering quality results. KBACE enables clients to become productive from day one by maintaining five lines of business dedicated to all areas of the Oracle E-Business Suite:

Professional Services Analytics Education Advanced Technology Support Services

About KBACE


Questions & Answers

Speaker:

Jenn Ardery

Email: [email protected]

Phone: 603-821-7148Upcoming Webinar:

Oracle CRM On Demand

(Live Demo)

When: Wed., Oct. 28, 1pm EDT

Register: www.kbace.com

Effectively Migrating from Salesforce.com to Oracle CRM On Demand

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