Out with the Old and In with the New – Choose Your Technology (2of 4)

old_techThis is the second posting in our series to help you assess the resources, methods, and timing to move from a legacy system to enablement using a new system.

In our first post, we stressed the importance of clearly defining what processes the new system should enable and what steps should be automated. louboutin soldes Once you have a very well defined idea of what the new system should accomplish and the level of automation that is needed, you can start to make the next critical decision – the technology to be used! Even though it seems that the world is moving to cloud computing, you still have the choice to build it yourself, use on premise commercial software, use hosted commercial software, or migrate to a cloud solution.

If you decide, based on the goals for your system and the resources you have available to build the system from scratch, you have a solid start on gathering the information you need to design, build, test, and deploy your homegrown system.

However, it is probably a safe bet that most of you are not thinking about developing a custom system, or even installing an on premise solution, but rather you are contemplating a move to a cloud based solution. Now that you are armed with a clear definition of the processes you should be enabling with the system and the level of automation you are trying to achieve, this will be a much easier process. Without the system limits from the first phase of the assessment, the tendency for most companies is to license more functionality than they will initially, and possibly, ever need. This can add up to a great deal of additional annual investment in the licenses, increase the cost of implementation, and add to the complexity of the system. Mochilas Kanken Classic Increased complexity will increase your training time and costs and decrease the overall adoption of the system. ugg australia discount In short, licensing more functionality than you need is the fastest way to reduce your return on investment in any system.

The next logical step in creating a road map or glide path from your current system to the new system should not be to show how the new system will be a one for one replacement of your current system. Instead, your assessment should now focus on how your selected technology should be licensed and configured. In other words, what are the gaps between the base functionality of the system that will have to be filled with additional licenses and/or configuration. bottes ugg pas cher If you find that there are many gaps requiring many additional licenses and configuration, you should take a step back and ask 2 questions:

  1. Have we carefully determined the processes and automation? Most off-the-shelf and cloud solutions have a great deal of built in knowledge, if your needs don’t match the off-the-shelf or cloud solution closely, this may have been caused by expressing some needs during discovery that would not truly add benefit to your company if implemented.
  2. Have you selected the correct technology? If you are sure that you have correctly discovered your needs, it may be that you have selected the wrong technology. Be honest with yourself at this point, it is unlikely that you will be happy with your new system if it is a poor match and you have to extend the functionality with a number of additional licenses, or if you have to use non-standard configuration to approximate the functionality you need.

Generally, you will find that you have included functions and/or automation that you don’t need rather than having selected an incorrect technology. We know it is difficult to cull that list of requirements and pare it down. In fact you may need every bit of that functionality! That’s why every assessment should include timing and phasing, and that’s the subject of our next posting.

Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant

This blog was written by Jim Lindenfeld, who has been actively involved in customer relationship management during his entire professional career. chaussures running nike He is a certified sales and sales management trainer.

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CRM Hacks: Entering U.S. addresses into a CRM system

CRM_hacks_graphic“Hack” is one of the most over used words in the English language.  It can mean to chop, it can mean a carriage, it might mean a cough, or an untalented golfer.   More recently hack has come to mean to illegally accessing a computer system or just the opposite – provide a quick fix to a broken system.  If you are a ‘gamer’, a hack is a ‘secret’ way to do better on a game level.

So when a new show hit the airwaves on TruTV – Hack My Life – it was difficult to tell if they were going to talk about an axe murderer, a chain cougher, a poor golfer, a carriage driver, a computer hacker, or an addicted gamer.  It turns out that the show does none of these.  It instead refers to ‘hack’ as a ported version of the gamer definition to a non-gaming situation.  That is, a ‘life hack’ is a quick tip that will help you do better in certain life situations (Oven broken?  Cook that lasagna in the dishwasher!).  CRM hacks are intended to be quick ‘secret’ tips that help even casual users use CRM systems to their fullest potential.

This CRM hack reveals a couple of low cost ways to speed up the data entry of U. S. addresses and improve the data quality.   US Zip Codes in both the 5 and 9 digit configurations are very helpful if used properly.  Many CRM on premise and cloud systems can be easily configured to take the provided Zip code and fill in the City, State, County, Country, and Geo Location of an address.   This leaves the user the much reduced task of filling in only the street address.   As an added benefit, users can no longer enter an incorrect City/Zip combination or a misspelled City/ County/Country name, so your overall address data quality improves.  With a little more effort, your CRM system can be connected to a search engine map that can fill in the street address correctly based on the correct business name and zip code.     The investment in reducing keystrokes for your users (internal and external) will be rewarded many times over in more and better data.

If you need help avoiding this or any other pitfall in your CRM project, contact eVerge Group.

Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant

This blog was written by Jim Lindenfeld, who has been actively involved in customer relationship management during his entire professional career.  He is a certified sales and sales management trainer.  He has been involved in the implementation of CRM systems since 1987 and is currently a principal consultant in our CRM practice.

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Oracle Service Cloud: November 2016 Release

It’s been a few weeks since November was released and I am finally getting a chance to sit down and reflect on the new things I have seen! It is the final release of 2016 but it is not devoid of promising new features. UGG Bottes Pas Cher As with any new release that comes there is a new tutorial that goes over the release highlights; you may want to review it as I will not go over every new feature: http://docs.oracle.com/cloud/latest/servicecs_gs/servicecs_videos.htm. FF14 gil Lots of things are changing with service cloud even the format of the documentation and where it is stored has changed. Slowly but surely all the old rightnow.com artifacts are migrating to docs.oracle.com with the rest of the other Oracle Cloud product documents. The end of an era is coming it seems.

Dec1

Dec2

Full release readiness document: http://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cloud/service/nov16-service-wn.htm

Live Chat

This is a feature that I have been hearing about for 6 months or more and it is quite fun not to mention helpful. Mochilas Kanken Mini Sneak preview allows agents to see what a customer is typing before they hit submit. It is designed to enhance agent productivity and bring value to the contact center by decreasing handle times. Allowing the agent to see what the customer is typing ahead of time gives them the opportunity to formulate an answer faster, resulting in faster responses, and faster conversations.

Agent Browser UI (BUI)

The November 2016 release is a huge release for the Agent BUI. You will still need to request it to be enabled and your Oracle account manager can assist.

What’s under the Hood?

The engine has gone through an overhaul. Significant performance enhancements have been made to support high interactivity. In order to achieve this it has gone through an architectural change which now makes it one version that is compatible with versions of Oracle Service Cloud back to May 2015.

Data! Data! Data!

No this is not a bad episode of Seinfeld. The Agent BUI now comes with a broader range of analytics bells and whistles, including rollups, slicing, formatting options, calculations, sorting, hiding and new charts.

Fashion fades, only style remains the same

The UI theme has been updated for consistency across all Oracle Cloud portfolio applications like Sales Cloud. Now you can use the BUI extension framework through the Add-in manager and do not have to host customizations any longer.

Dec3

Pass the Remote Control or change the channel

Live Chat is now a fully viable channel; contacts are automatically matched and the contact and chat workspaces are integrated.

An investment in knowledge pays the best interest

This is one of the most exciting because it grows the user roles that can now start taking advantage of the Agent BUI and is that much closer to complete parity with the .Net client. Knowledge authors can now author and edit knowledge articles with a new HTML editor with HTML5 support.

Integration and IoT

Oracle Integration Cloud Service (ICS) is becoming the gold standard for integrations in and outside the Oracle Cloud. It has two new connectors between Oracle Service cloud and Oracle Marketing Cloud (Responsys & Eloqua). These pre-built and certified integrations provide a two-way synchronization that ensures data consistency. ugg bottes The configurable framework allows extension to other objects such as incidents. https://cloud.oracle.com/en_US/integration/features

A new Internet of Things (IoT) Accelerator which provides a bi-directional integration with Oracle IoT in now available. This Accelerator allows customers to enhance CX to interface with Internet of Things (IoT) so that events and alerts received from smart devices can be consumed and appropriate remedial action taken by agents within the Oracle Service Cloud desktop. The integration is using the ICS framework, thereby ensuring configurability, reliability and fault tolerance. Several initiatives leveraging ICS and IoT are being developed in the eVerge labs so stay tuned.

Oracle product webinars provide even more detailed information regarding this release and others. You can sign up here: http://bit.ly/OSVCexperts

SAVE THE DATE: Oracle Modern Service in Vegas!

April 25 – 27th, 2017 http://modernserviceexperience.oracle.com/

For more information on the November 2016 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle Service Cloud and our other business solutions, contact us through at: cx@evergegroup.com.

newheadshotAbout the author: Rhianna Albert (Just Rhianna) Director of CX Solutions @ eVerge Group has a proven track record helping business improve customer experience, subscribes to the Roadmap to Modern, is an active member of the CX and Service Community.

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