JD Edwards EnterpriseOne CRM Foundation

Common Customer Relationship Challenges

CHALLENGES CAPABILITIES VALUE

• Single embedded customer data base

• Comprehensive, 360 degree view of customer interactions

• Customer Self Service portal provides 24x7 sales and service

• Trouble shooting tools help reduce service requests

• Greatly enhanced customer experience and satisfaction

• Decreased response and resolution times

• Increased self service capabilities

• Better coordination and access to key customer data among departments

• Unable to provide 24x7 customer service

• Lack of customer information impedes exceptional customer service

• Unable to easily match customer profile data with sales & service histories

• Unable to track follow-up activities

JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible

Sales

Sales Force Automation

Sales Order Management

Common EnterpriseOne Data & Business Processes

Support

Case Management

Service

Service Management

Solution Advisor

Branch Scripting

CRM Foundation, Advanced Pricing

Customer Self Service

Fulfillment Management

Lead to Order

Request to Resolve

Install to Maintain

JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible

Sales

Sales Force Automation

Sales Order Management

Common EnterpriseOne Data & Business Processes

Support

Case Management

Service

Service Management

Solution Advisor

Branch Scripting

CRM Foundation, Advanced Pricing

Customer Self Service

Fulfillment Management

Lead to Order

Manage the sales organization

Maintain customer and contacts

Enter and track leads

Qualify opportunities

Provide quotes

Generate proposals

Enter and process sales orders

Review pipeline and forecasts

JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible

Sales

Sales Force Automation

Sales Order Management

Common EnterpriseOne Data & Business Processes

Support

Case Management

Service

Service Management

Solution Advisor

Branch Scripting

CRM Foundation, Advanced Pricing

Customer Self Service

Fulfillment Management

Request to Resolve

Receive customer calls

Escalate issues

Resolve using Solution Advisor

Execute scripts for:

Up sell opportunities

Problem diagnosis

CSR product training

Access customer 3600

JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible

Sales

Sales Force Automation

Sales Order Management

Common EnterpriseOne Data & Business Processes

Support

Case Management

Service

Service Management

Solution Advisor

Branch Scripting

CRM Foundation, Advanced Pricing

Customer Self Service

Fulfillment Management

Install to Maintain

Access customer 3600

Track installed equipment:

Customer location/status

Site location/status

Service entitlement

Service contracts

Warranties

Supplier contracts

Service work orders

Bill for services

Request Diagnose Escalate Resolve

FINANCIAL

HUMAN CAPITAL

JD Edwards EnterpriseOne CRM Support Management Single System, Seamless Integration

Basic & Advanced

Search Email Solutions Solution Library

Customer 3600 Activities & Calendars Product Information

Escalations Related Actions Entitlement Check

CUSTOMER 3600 SCRIPTING

KNOWLEDGE BASE

Branched Scripts Linear Scripts Up sell / Cross sell /

Train

CRM

ASSET MGMT

PROJECT

SUPPLY CHAIN

TOOLS

SUPPORT

Case Mgmt

Scripting

Solution Advisor

ESCALATE

CRM Foundation

JD Edwards EnterpriseOne CRM Support Lead to Order

Import Leads

Manage Leads

Manage Opportunity

Submit Quote

Create Firm Order

Plan Forecast

Import Lead

Sales Team

Alignment

Update/Create

Customer

Update/Create

Contact

Create Lead Convert to

Opportunity

Create Quote

Proposal

Generation

Create Sales

Order

Products Shipped

Customer Billed

Commissions Paid

Front Office

Back Office

JD Edwards EnterpriseOne CRM Support Request to Resolve

Customer Request

Capture Evaluate Customer

Assign Resource

Diagnose & Resolve

Cross Sell / Up Sell

Case

Mgmt

Sales

Order

Mgmt

Lead

Customer

Contact

Employees

Work Order

Customer

Self Service

Verify

Entitlement Provider

Group

Skill Sets

Scripts

Solution

Advisor

Failure

Analysis

Escalation

Service

Management

RMA

Create

Sales Order

Create

Quote

Create

Lead

Create

Opportunity

Credit Check

Order Promising

Customer Ledger

Account Stats

Asset Info

Employee Profile

Employee Benefits

Dependent Info

Billing

Time Entry

Customer

Billing

Front Office

Back Office

JD Edwards EnterpriseOne CRM Service Management Install to Maintain

Install Customer Request

Service Bill / Pay

Customer

calls with

issue

Case logged

Contract

entitlement

checked

Need to send

technician

to customer

site to fix

Service work

order

created

Parts and

labor

attached

Work

completed

Services

invoiced to

customer

Pay

technician

Front Office

Back Office Time Entry Customer

Billing

CRM Foundation

Activity Home Page

CRM Foundation

Contact Management

CRM Foundation

Product Catalog

CRM Foundation

Employee CRM View

Customer 360o View - Customer Information

One Click Navigation

No Form or Row Exits

Use of Power Form

Tabs and Hyperlinks

CRM Foundation Summary:

Increased Customer Access

Greater Customer Insight

• In tune with customer needs and values

• Leverage knowledge to extending product / service offerings

• Deliver on customer expectations

• Enhanced competitive advantage

• Shared key customer data

• Increased customer satisfaction

• Increased responsiveness, decreased resolution time

• Targeted interaction

Effective Customer Interactions