For our fourth installment of the 2012 RightNow CX feature focus, we are going to talk about Fusion. Rest assured this type of fusion does not require an advanced degree in physics. If you missed any of the previous installments you can find them under the CX category: http://blog.evergegroup.com/?cat=56
eVerge is an early adopter of Fusion CRM and Fusion HCM and are the first organization to have a live implementation of Fusion HCM. You can read more about it here: http://blog.evergegroup.com/?cat=11. As such we are huge proponents of Fusion in all flavors so I was extremely excited to have the chance to do this integration personally on one of our partner demo sites. It is admittedly a work in progress but one word comes to mind when looking at the potential it has, “Powerful” just like the nuclear kind.
Oracle Fusion Sales Integration
From the release notes:
RightNow CX can now be integrated with Oracle Fusion Sales so that RightNow CX staff members can see existing Fusion Sales opportunities. This provides awareness of Fusion Sales history for those staff members handling incidents to help prioritize issue resolution and identify cross-sell opportunities.
- When a sales account is created in Fusion Sales, an organization is automatically created in RightNow CX.
- When an organization is created in RightNow CX, a sales account is automatically created in Fusion Sales.
- RightNow CX staff can view Fusion Sales opportunities in an OBIEE (Oracle Business Intelligence Enterprise Edition) report that displays on a workspace.
- Fusion Sales staff can view RightNow CX incidents as an OBIEE report.
This first phase of Fusion Sales integration gives RightNow CX and Fusion Sales staff member’s visibility into the corresponding application’s data to help guide communication with prospects and service requests. When your organization leverages both sales and service history, you can identify new opportunities and increase deal size as well as increase conversion rates with targeted, personalized offers.
Why is this new feature important?
The Fusion Sales Phase 1 integration expands the functionality currently available in RightNow Sales. It is not meant as a replacement for RightNow Sales, which is being rebranded as Opportunity tracking. I have always believed that Opportunity tracking was a solid piece of the RightNow CX software; however, for mature sales organizations who are interested in doing deeper dives and trying to anticipate pipeline in an intelligent way, this integration moves them toward that. Service agents will be able to see what clients have purchased as well as their service history. On the other side of this integration Sales staff using Fusion SFA will have the ability to see service history of clients.
Providing both the sales and service sides of an organization with a 360 degree view of client history is a huge milestone in customer experience. Coming from a call center background I can attest to how useful this will be for any organization. Clients have better relationships with organizations that don’t have information silos because they feel like the company they are doing business with really cares and understand their needs.
How hard is it to implement?
This is a very difficult question to answer because everyone has a different skill-set and not all organizations have staff dedicated or trained in both RightNow and Fusion. There are configurations changes that need to be done in both systems to get them talking as well as some reports and workspace modifications. This is where eVerge can help, as all of our staff are trained/Oracle certified professionals. Many have been trained across multiple Oracle products.
You can read more about this integration in the May 2012 documentation. https://documentation.custhelp.com/euf/assets/docs/may2012/olh/wwhelp/wwhimpl/js/html/wwhelp.htm
Cloud Service Capabilities: http://www.oracle.com/us/media1/cloud-service-capabilities-benefits-1632971.pdf
If you are interested in learning more or have questions about the Fusion integration for RightNow CX please contact me at firstname.lastname@example.org
eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php
About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for over five years.