JD Edwards EnterpriseOne CRM Foundation - · PDF fileJD Edwards EnterpriseOne CRM Foundation . ... Common Customer Relationship Challenges . ... Customer Self Service Fulfillment Management

JD Edwards EnterpriseOne CRM Foundation

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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


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




Support Case

Management

Service Service

Management

Solution Advisor

Branch Scripting









Support Case

Management

Service Service

Management

Solution Advisor

Branch Scripting




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






Support Case

Management

Service Service

Management

Solution Advisor

Branch Scripting




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

Escalations Related Actions Entitlement Check

CUSTOMER 3600 SCRIPTING

KNOWLEDGE BASE

CRM

ASSET MGMT

PROJECT

SUPPLY CHAIN

TOOLS

SUPPORT

Case Mgmt

Scripting

Solution Advisor

ESCALATE

CRM Foundation

Basic & Advanced Search

Email Solutions Solution Library

Customer 3600 Activities & Calendars Product Information

Branched Scripts Linear Scripts Up sell / Cross sell / Train


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


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


Documents

JD Edwards EnterpriseOne CRM Foundation - · PDF fileJD Edwards EnterpriseOne CRM Foundation . ... Common Customer Relationship Challenges . ... Customer Self Service Fulfillment Management