JD Edwards EnterpriseOne CRM Case Management

Transcription

1 JD Edwards EnterpriseOne CRM Case

2 Common Customer Relationship Challenges CHALLENGES CAPABILITIES VALUE 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 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

3 JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Fulfillment Support Case Branch Scripting Solution Advisor Customer Self Service Service Service Lead to Order Request to Resolve Install to Maintain CRM Foundation, Advanced Pricing Common EnterpriseOne Data & Business Processes

4 JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Fulfillment Support Case Branch Scripting Solution Advisor Customer Self Service Service Service Request to Resolve Receive customer calls Escalate issues Resolve using Solution Advisor Execute scripts for: Up sell opportunities Problem diagnosis CRM Foundation, Advanced Pricing CSR product training Common EnterpriseOne Data & Business Processes Access customer 360 0

5 JD Edwards EnterpriseOne CRM Support Single System, Seamless Integration FINANCIAL HUMAN CAPITAL CUSTOMER KNOWLEDGE BASE ESCALATE SCRIPTING CRM SUPPORT Request Diagnose Escalate Resolve ASSET MGMT Case Mgmt Escalations Related Actions Entitlement Check PROJECT Scripting Branched Scripts Linear Scripts Up sell / Cross sell / Train SUPPLY CHAIN Solution Advisor Basic & Advanced Search Solutions Solution Library TOOLS CRM Foundation Customer Activities & Calendars Product Information

6 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 Verify Entitlement Provider Group Skill Sets Scripts Solution Advisor Failure Analysis Escalation Service Create Lead Create Opportunity Create Quote Create Sales Order Front Office Customer Self Service RMA Back Office Credit Check Order Promising Customer Ledger Account Stats Asset Info Employee Profile Employee Benefits Dependent Info Billing Time Entry Customer Billing

7 Case Entry The Central Document Log the Details

8 Case Entry The Central Document Troubleshoot Issue

9 Case Entry The Central Document Select Related Docs

10 Case Entry The Central Document Create a Service Work Order

11 Case Entry The Central Document Assign Tasks

12 JD Edwards EnterpriseOne Product Areas Enabling End-to-End Business Processes for Maintenance Managing Company Owned Assets ALM Capital Asset Managing requests for service / maintenance CRM Case Mgmt CRM Service Mgmt Maintaining Customer Owned Assets

13 CRM Case Summary: Greater Customer Insight In tune with customer needs and values Leverage knowledge to extending product / service offerings Increased Customer Access Effective Customer Interactions Deliver on customer expectations Enhanced competitive advantage Shared key customer data Increased customer satisfaction Increased responsiveness, decreased resolution time Targeted interaction

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