JD Edwards EnterpriseOne CRM Case Management

1. JD Edwards EnterpriseOne CRM Case Management

2. 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

3. 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

4. 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
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

5. Request Diagnose Escalate Resolve
FINANCIAL
HUMAN
CAPITAL
JD Edwards EnterpriseOne CRM Support Management
Single System, Seamless Integration
Basic & Advanced
Search
Email Solutions Solution Library
Customer 3600 Activities & Calendars Product Information
Escalations Related Actions Entitlement Check
CUSTOMER
3600 SCRIPTING
KNOWLEDGE
BASE
Branched Scripts Linear Scripts
Up sell / Cross sell /
Train
CRM
ASSET
MGMT
PROJECT
SUPPLY
CHAIN
TOOLS
SUPPORT
Case
Mgmt
Scripting
Solution
Advisor
ESCALATE
CRM
Foundation

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
Customer
Self Service
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

7. Log the Details
Case Entry – The Central Document

8. Troubleshoot Issue
Case Entry – The Central Document

9. Select Related Docs
Case Entry – The Central Document

10. Create a Service Work Order
Case Entry – The Central Document

11. Assign Tasks
Case Entry – The Central Document

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

13. CRM Case Management 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