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
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
5. 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
6. 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
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
7. 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
8. 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
9. 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
10. 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