Effectively Migrating from Salesforce.com to Oracle CRM...

1 © 2009 KBACE Technologies, Inc.

Ed Ahearn, CRM Practice Manager

Jenn Ardery, Marketing Programs Manager

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

•Demo

•Q&A


Project Background

•Used Salesforce.com for over 7 years• Sales Force Automation (SFA) functionality was generally okay

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

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

• User adoption had room for improvement

•Run our own business on the E-Business Suite R12.1.1


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


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

• 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

• Installs in minutes by anyone

and requires very minimal

training

• Accesses your CRM contact

database directly from your

familiar Outlook interface

• Creates a single view of the

customer for better decisions

and service


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


Report Drillability

Any report value may be a hyperlink to anywhere, including other reports, records in the CRM system, or external URLs; to any number of levels. Can also drill into multiple locations from a link.

Reports are static, and do not include the ability to drill deeper and easily access deeper data. Cannot link to the record in the report.

A key to user adoption in any application is ease of use an navigation. When viewing a report,

users often need more information and want to go deeper to the source of the data, which

allows them to gain better insight into their business. Without drillability, reporting will be

cumbersome, and user adoption will be significantly diminished.

Commentary

Oracle Salesforce


Enterprise Grade Dashboards

• Tabbed Dashboarding

• Dynamic Guided Navigation

• Color Control of chart elements

• Drag & Drop creation/administration

• Unlimited Components

• Dashboards easily Sum

• No Tabbed Browsing

• No guided navigation

• No color control of elements

• Clunky arrow based report admin

• 20 components only

• Dashboards don’t natively Sum

A simple user interface for both users and administrators is critical to the adoption of both

reporting and analytics. Oracle allows for tabbing and nesting of dashboards, more varied

chart types and colors, unlimited reports within dashboards, easy summation, and many

other little features that add up to a big difference in actual report utilization.

Commentary

Oracle Salesforce


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

• One-on-one training

•Requests from the field can be implemented immediately

• Easy to maintain and configure

•User personalization

•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, yield 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 system 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 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

Questions & Answers

18 © 2009 KBACE Technologies, Inc.

Thank You!!

Speakers:

Recording & Presentation:

http://kbace.com/index.php/events/webinars/online-archives

Ed Ahearn

Email: [email protected]

Phone: 617.803.5205

Jenn Ardery

Email: [email protected]

Phone: 603-821-7148

mailto:[email protected]

Effectively Migrating from Salesforce.com to Oracle CRM...

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