Connecting Salesforce CRM to OpenText Exstream
•Transferir como PPTX, PDF•
0 gostou•1,746 visualizações
OpenText™ Exstream™ for Salesforce® empowers users to create many different types of customer correspondence directly from within their CRM system. This immediate and accurate communication can help improve customer engagement and loyalty, helping to increase profits and lower costs. This presentation talks the reader through some of the features and benefits of the solution.
Recomendados
Recomendados
Mais conteúdo relacionado
Mais procurados
Mais procurados (20)
Semelhante a Connecting Salesforce CRM to OpenText Exstream
Semelhante a Connecting Salesforce CRM to OpenText Exstream (20)
Mais de OpenText
Mais de OpenText (20)
Último
Último (20)
Connecting Salesforce CRM to OpenText Exstream
- 1. OpenText Confidential. ©2020 All Rights Reserved. 1 OpenText Exstream™ for Salesforce Presenter, Date
- 2. OpenText Confidential. ©2020 All Rights Reserved. 2 Experience, the key sustainable differentiator “Companies that create exceptional Customer Experiences set themselves apart from their competitors” McKinsey’s CEO guide to Customer Experience
- 3. OpenText Confidential. ©2020 All Rights Reserved. 3 Experiences are information-driven Content Data & Transactions Experience Delivery
- 4. OpenText Confidential. ©2020 All Rights Reserved. 4 Great Omnichannel Experiences Call Center ERPCRM MRM Commerce Enterprise Transactional Systems The experience challenge
- 5. OpenText Confidential. ©2020 All Rights Reserved. 5 Intelligent content for digital experiences Great Omnichannel Experiences Call Center ERPCRM MRM Commerce Enterprise Transactional Systems Create Personalize DeliverMeasure Insight
- 6. OpenText Confidential. ©2020 All Rights Reserved. 6 OpenText Salesforce Solutions Salesforce OpenText Salesforce CRM Suite Marketing Cloud Service Cloud Experience Cloud Sales Cloud #1 CCM #1 DAM #1 ECM #1 CRM OpenText EIM Suite Extended ECM | Exstream Connected Worlds Deliver greater control and governance Increase collaboration and productivity Increase revenue and customer Satisfaction Achieve brand consistency Reduce sales and service cycle times OpenText’s fastest growing partner ecosystem OTMM
- 7. OpenText Confidential. ©2020 All Rights Reserved. 7 Exstream for Salesforce
- 8. OpenText Confidential. ©2020 All Rights Reserved. 8 Four Pain Points Users are copying and pasting sensitive data from CRM into desktop templates. Users are retrieving templates from local drives or past communications. Over reliance on email built into manual processes. Once documents are sent, they are not stored or visible to all colleagues Data Inconsistency Outdated Templates Single Channel Lack of Visibility
- 9. OpenText Confidential. ©2020 All Rights Reserved. 9 9 Pull business data from Salesforce into personalized template If required, finalize the content using the Empower Editor Deliver content through chosen channels Browse object in Salesforce and start the communication Store content back into Salesforce object for future 1 2 3 4 5 Create, Personalize, Deliver Use your existing Exstream capability and investment
- 10. OpenText Confidential. ©2020 All Rights Reserved. 10 ROI Savings Payback Compliance Average 382% return on investment… Potential for $2.4m of savings per year… Customers realise a 6 month payback… Reduce the penalty for content violations and legal fees… Proven ROIs …by implementing a Customer Communication strategy inside CRM
- 11. OpenText Confidential. ©2020 All Rights Reserved. 11 Key Features
- 12. OpenText Confidential. ©2020 All Rights Reserved. 12 Exstream for Salesforce is ... Fully flexible Exstream for Salesforce supports any Salesforce object or flow, allowing customers to simply map their processes to include the capabilities of the solution. Process support Easily configurable Administrators can easily configure Exstream for Salesforce, no code required, so that the system can be productive in a matter of days. Implementation effort Seamlessly Integrated Leveraging the investments you have made in Salesforce and Exstream. Exstream for Salesforce functionalities are fully embedded in the Lightning interface. User experience
- 13. OpenText Confidential. ©2020 All Rights Reserved. 13 Ensure generated content is visible to the business user Provide customers with timely, accurate communications Deliver consistent, multichannel customer experience Maintain compliance for legal and regulatory purposes Allow business users to generate content without leaving CRM Easily Configurable Available now on Salesforce AppExchange Native Lightning & Salesforce mobile support
- 14. OpenText Confidential. ©2020 All Rights Reserved. 14 Promoting three main use cases…… On Demand Examples: Web to Print, Account Notices, Online Quotes, Order Confirmation, Online Statements Quick 1-1 communications Personalized communications Process driven communications Interactive Examples: Welcome Kits, Complex Quotes, Complaint Answers, Service Documents Automatic Examples: Financial Statements, Telephone and Electricity Bills, Marketing Campaigns • Personalized• Enterprise Scale • Omnichannel Delivery Exstream Engine
- 15. OpenText Confidential. ©2020 All Rights Reserved. 15 ….whilst you can configure flexible scenarios • Salesforce User • or • Salesforce • Process Start • With Editor • or • Without Editor Create • Synchronous • or • Asynchronous Process • Single Recipient • or • Multiple Recipients Deliver On Demand Interactive Automatic* Salesforce User > Without Editor > Synchronous > One to One Salesforce User > With Editor > Synchronous > One to One / Many Salesforce Process > Without Editor > Asynchronous > One to Many OpenText provide Accelerators to help configure the following typical scenarios: *Automatic Accelerator coming soon
- 16. OpenText Confidential. ©2020 All Rights Reserved. 16 Instantly create content from within Salesforce Interactive AutomaticOn Demand • User driven from within Salesforce, from the Business Object • Additional fields configurable per template • Communication instantly delivered back to Salesforce, as well as selected output channels
- 17. OpenText Confidential. ©2020 All Rights Reserved. 17 Instantly create content on the move Interactive AutomaticOn Demand
- 18. OpenText Confidential. ©2020 All Rights Reserved. 18 Web based editor Zero-install editing through Empower. Enable your business users to quickly and easily personalize customer correspondence, quotes and proposals. • Easily edit interactive communications from your web browser • Automatically populate with customer and business content • Controlled editing lets you personalize without taking risk Interactive AutomaticOn Demand
- 19. OpenText Confidential. ©2020 All Rights Reserved. 19 Use Salesforce Process Builder and Flows to automate your content creation based on Salesforce events and data. Examples: Financial Statements, Telephone and Electricity Bills, Marketing Campaigns Interactive AutomaticOn Demand
- 20. OpenText Confidential. ©2020 All Rights Reserved. 20 Interactive AutomaticOn Demand Process Builder Salesforce Flows Type of Logic Simple If-Else statements More complex case statements Visibility System process only Allows user interaction in a popup interface Range Limited to an object and its children All objects meeting a criteria Examples A record is created or updated A visual process after a user clicks a button Exstream capability Create any document at a given step Use Salesforce Process Builder and Flows to automate your content creation based on Salesforce events and data.
- 21. OpenText Confidential. ©2020 All Rights Reserved. 21 Benefits of Exstream for Salesforce Increase Profitability • Rapidly responding to customer needs will increase conversion • Consolidate silos and legacy systems • Clear communications reduce customer support costs • Streamline and automate business processes • Migration from print to electronic communications Mitigate Risk • Create compliant, brand aligned communications Improve Customer Experience • Deliver superior experiences, increases loyalty and retention
- 22. OpenText Confidential. ©2020 All Rights Reserved. 22 Questions: salesforcesolutions@opentext.com
Notas do Editor
- Need to add speaker notes
- Strategy in 3 buckets: Innovation (Apple), Price (Southwest Airlines), Service (Disney, Hoteling, Digital Banking, ) - Price as a strategy: Southwest Airlines vs. RyanAir – even with Price as the lead strategy, excelling on Service/Experience will differentiate you and return value Focus on one and win by that, but Experience is always a value-driving differentiator instead, it is how you delivered the product or service. That is… the experience provided… has become the key sustainable differentiator Even McKinsey recognize it in his “CEO guide to Customer Experience” saying: “Companies that create exceptional Customer Experiences set themselves apart from their competitors”
- are not capable “by themselves” to provide those great experiences. There are missing capabilities on systems of record and fragmented capabilities on systems of engagement
- So these systems need a layer of solutions that will augment their capabilities: - to create, - to personalize, - and to deliver truly omnichannel experiences at scale. This is where our OpenText CEM portfolio of solutions offers a unique contribution. As we make Marketing and Business applications better, we extend those investments to enable the modern digital platform. We enable Marketers and Business teams in large companies to create and deliver intelligent personalized omnichannel experiences at scale, helping them to optimize both, the customer experience and their business operations, while augmenting their existing back office and front office transactional applications capabilities. And as we are agnostic, we work with all the players: SAP, SF, Oracle, Microsoft… That’s unique!
- Salesforce does not create or handle content at all well
- ROIs
- Provide customers with timely, accurate communications Maintain compliance and control for legal and regulatory purposes Deliver consistent, optimized multichannel customer experience Allow business users to generate content without leaving CRM Ensure generated content is visible to the business user Easily Configurable Available now on Salesforce AppExchange Native Lightning & Salesforce mobile support
- Save to Extended ECM if available
- Thank you so much for your time today. Does any one have any questions for me at this point?