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Search Home Buzzient Putting Social into Siebel CRM Putting Social into Siebel CRM Published on March 9, 2012 by CCHENG in Buzzient, CRM Apps, E2.0, Siebel CRM, Social CRM, Social Media As many of you will know we follow closely the fusion of the Social CRM and Social Media with traditional CRM. The different solutions that are beginning to take shape allow us all to see a more mature vision of just what this will mean to the customer, the end user and ultimately what it will entail for the businesses that move confidently into this area. Some of you may remember we ran a short series about what Social CRM means to small business ( http://ondemand-education.com/blog/?p=72 ) and how CRM On Demand or Siebel Enterprise could be leveraged to deliver some advantage. We were especially excited therefore when the good people at Buzzient ( http://www.buzzient.com ) let On Demand Education Ltd loose on one of their Siebel CRM 8.1 demonstration environments. We were able to really work through common, high-impact processes and end user activities that really bring home the need for a business- based, rooted in reality approach to Social CRM and Social Media. Our demonstration environment was prebuilt with a Hotel Brand that was about to have to manage some bad customer feedback, out there in the Social Media. And this meant using the integration between Buzzient and Oracle Siebel CRM. Cleverly, they provide integrations for Oracle CRM On Demand, Siebel Enterprise CRM and other CRM systems – making it a good choice wherever you are in your CRM lifecycle, and however big or small your operation might be. The process of monitoring Social Channels such as Twitter is easy from within the Siebel CRM User Interface, through a new Screen Tab and the accompanying Dashboard. Dashboard Example for Siebel / Buzzient Integration What makes it easy is the quick link to create a Service Request, as well as the very cool Sentiment Analysis color-coding so we can immediately pick up on issues visually. A nice feature is the ability to Follow Us Followers (22) Follow this blog Archive of Posts March 2012 February 2012 January 2012 December 2011 November 2011 October 2011 September 2011 August 2011 July 2011 June 2011 May 2011 April 2011 March 2011 Sign up for Newsletter Email Address* First Name Last Name * = required field Subscribe About 1 Comment On Demand Education Ltd – Blog - Putting Social into Siebel... http://ondemand-education.com/blog/?p=614&utm_source=twit... 1 of 4 3/9/12 4:12 PM
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Transcript of On demand education ltd – blog putting social into siebel crm - on demand education ltd - blog
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Home Buzzient Putting Social into Siebel CRM
Putting Social into Siebel CRMPublished on March 9, 2012 by CCHENG in Buzzient, CRM Apps, E2.0, SiebelCRM, Social CRM, Social Media
As many of you will know we follow closely the fusion of the SocialCRM and Social Media with traditional CRM.
The different solutions that are beginning to take shape allow us all tosee a more mature vision of just what this will mean to the customer,the end user and ultimately what it will entail for the businesses thatmove confidently into this area. Some of you may remember we ran ashort series about what Social CRM means to small business(http://ondemand-education.com/blog/?p=72) and how CRM OnDemand or Siebel Enterprise could be leveraged to deliver someadvantage.
We were especially excited therefore when the good people atBuzzient (http://www.buzzient.com) let On Demand Education Ltdloose on one of their Siebel CRM 8.1 demonstration environments. Wewere able to really work through common, high-impact processes andend user activities that really bring home the need for a business-based, rooted in reality approach to Social CRM and Social Media.
Our demonstration environment was prebuilt with a Hotel Brand thatwas about to have to manage some bad customer feedback, out therein the Social Media. And this meant using the integration betweenBuzzient and Oracle Siebel CRM. Cleverly, they provide integrationsfor Oracle CRM On Demand, Siebel Enterprise CRM and other CRMsystems – making it a good choice wherever you are in your CRMlifecycle, and however big or small your operation might be.
The process of monitoring Social Channels such as Twitter is easyfrom within the Siebel CRM User Interface, through a new Screen Taband the accompanying Dashboard.
Dashboard Example for Siebel / Buzzient Integration
What makes it easy is the quick link to create a Service Request, aswell as the very cool Sentiment Analysis color-coding so we canimmediately pick up on issues visually. A nice feature is the ability to
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On Demand Education Ltd – Blog - Putting Social into Siebel... http://ondemand-education.com/blog/?p=614&utm_source=twit...
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create filters by brand, so where you have several keywords orproducts that need to be monitored.
The process of managing the interactions with the Customer, includingcustomer creation, Service Request creation as well as automaticActivity creation back in Siebel CRM is pretty seamless.
Service Request from Buzzient
Operators in the Call Center can respond to the Twitter conversationdirectly from within the Buzzient Siebel Integration, making it easier toengage without having to switch to another window, and of coursemaking it easier to control the account under which the response issent (you can configure one or more Twitter accounts). The installationof the integration is pretty straightforward and commonplace to mostSiebel CRM folk, comprising some SIF files to import and compile anda Symbolic URL to set up.
Reply on Twitter in Siebel via Buzzient
Of course the entire history of the different tweets and responses arecollected and listed under the ever-useful and ever-present Activitiestab of the Service Request.
Activity History of Buzzient in Siebel
In a few days we will come and tell you about the Facebook integrationas well. But for now, this is Casey Cheng signing off. If you want tolearn more about the Buzzient Integration with Siebel CRM and CRMOn Demand, go to Buzzient.com today.
Tags: buzzient, siebel, social crm
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Has anyone used Buzzient? Any thoughts? - QuoraMarch 9, 2012 at 7:19 pm
[...] Education blog published an article today aboutBuzzient called: Putting Social into SiebelCRM http://ondemand-education.com/bl…This answer .Pleasespecify the necessary improvements. Edit Link Text Showanswer summary [...]
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