From organisational effectiveness to service excellence
Gary SlaterHead of Business Systems
Business & Enterprise North East
Agenda•Business & Enterprise North East – brief overview
•Our CRM Challenge
•Benefits of adopting Oracle on Demand
•Future vision – serving the 21st Century Customer
Our mission – economic wealth for the best region in the UK
What we do – helping people start a business
What we do – helping established businesses grow
Systems vision – support delivery of KPI
Systems vision – deliver organisational effectiveness
Systems vision – customer-centric organisation
Systems vision – learn and continuously improve
Additional challenges – Four businesses into one
Additional challenges – New Business Model
Additional challenges – Time pressures
So we went to market
And we chose….
Only joking we actually selected…
Implementation approach – business led
Implementation approach – empowered team
Implementation approach – partnership with Oracle
Result – Success!
Result – Oracle Reference Customer
Benefits – Operational and effective within 6 months
Benefits – Reduced Cost of Ownership
Benefits – Flexible system configured to our needs
Benefits – One version of the truth
On the way to the vision – doing the basics brilliantly
Systems vision – why we aren’t fully there
So how do we get the perfect 10?
Social CRM of course
Social CRM – what is it?
It’s about customers not salespeople
It’s helping customers to connect with you & each other..
But not in a structured way
It’s putting the customer in control
It’s customers telling you how it was for them
And you listening….
It’s not controlled by you
It’s about sharing our knowledge
It’s about being in partnership with customers
If we get it right our service will be transformed
So, what will it actually look like?
I don’t write software but..
It’s customer portals – self-service on Demand…
It’s online communities serving shared interests…
It’s interactive, real-time and linked to CRM on Demand…
Benefits Social CRM will bring… Brand Loyalty
Benefits … customers developing products with you
Benefits … insight and learning from customer experience
Benefits … customers become evangelists
So over to the experts
If you meet this challenge
Our customers will be delighted
And our vision will be realised
Thanks for listening, any questions?