Effectively Migrating from Salesforce.com to Oracle CRM On Demand

Transcription

1 Effectively Migrating from Salesforce.com to Oracle CRM On Demand Ed Ahearn, CRM Practice Manager Jenn Ardery, Marketing Programs Manager 1

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 2

3 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 R

4 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 4

5 Deep CRM and SFA Marketing Sales Analytics Service Usability Rapid user adoption Easy to administer Options Call Center Partner Relationship Management Mobile Access Marketing Social CRM Stand Alone application Oracle CRM On Demand 5

6 Project Scope Implement only standard functionality in 1 st 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 6

7 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 7

8 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 8

9 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 9

10 Historical & Real Time Analytics Based on Siebel Analytics Delivers snapshots comparing business performance over time Drives corporate objectives with quantified business data 10

11 Report Drillability Oracle 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. Salesforce 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. Commentary 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. 11

12 Oracle Enterprise Grade Dashboards Salesforce 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 Commentary 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. 12

13 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 13

14 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 14

15 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 15

16 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 16

17 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 17

18 Thank You!! Speakers: Ed Ahearn Phone: Jenn Ardery Phone: Recording & Presentation: 18