Friday, 31 August 2012

Come see us at Oracle OpenWorld 2012

Amit Garg from CRMantra will be presenting along side Mark Fletcher from LexisNexis to share the approach they took to improve usability, performance and user adoption.

Don't miss this insightful session!

Accelerate Sales Productivity and User Adoption with Siebel CRM - Session CON9551

Monday, Oct 1, 3:15 PM - 4:15 PM - Palace Hotel - Twin Peaks South

If you would like to book a slot to discuss CX/UX in more detail during OOW then please get in touch

Tuesday, 28 August 2012

Are your internal users being left behind in the charge to CX?

I have been working with a number of clients over the past few months, all have Siebel CRM and all want, or need to provide solutions for increased cross-channel access for their Customers.  They have taken on board the 'CX' - Customer Experience' messaging and are actively looking for solutions.

On the flip side, the poor internal user, the Call Centre agent, Service Engineer or Sales Rep has had to put up with whatever they are given.  In some cases there has been out right mutiny and in a couple of cases some groups of users have refused to embrace their CRM system.

With all the hype regarding the Customers Journey, Multi-Channel, Cross-Channel and Social Media it has become obvious that this is now the focus for most businesses.  Those businesses run the risk of alienating their key internal user base.

At this stage in the CRM lifecycle many businesses have had CRM for at least 5 years and many for a lot longer.  We have now got to the stage where the internal users are crying out for improved usability, upgraded performance and streamlining those processes that are used day in, day out.

And the funny thing is, that kind of change can be as simple as consolidating a couple of views to halve the number of clicks - which for an agent taking orders can have a dramatic effect on their working day. What seems to be the issue for many is knowing where to start....

We have been analysing this for a number of our Siebel clients and some of the trends are jaw dropping spectacular... Out of 4000 available views - 50 views are typically account for 95% of all usage.  Get those 50 views working well, consolidated if necessary and performant and there will be a dramatic improvement to usability and productivity - conversely get it wrong and that could spell disaster !

I strongly believe in that UX is the key, but lets not forget the internal users. We can provide solutions that cover the whole range of UX challenges that your users have.

If this sounds familiar and you would like to understand more then please get in touch.

CRM - More Channels, More Choice, More Challenges

With the channel explosion that is taking place many CRM customers are asking themselves if their current platform is up to the task of supporting such a complex web of channels, offers, interaction and processes.

Maybe it is time to take a step back and ask questions such as 'Why do I need CRM?', 'is it still relevant?' and 'is there something better out there?'

These are key questions, and are probably needed to be asked, and answered before customers start tackling these large and complex projects.

It doesn't matter which flavour of CRM you have, Oracle's, SAP's, Microsoft's or Salesforce's - are you just expecting them to do too much, or is there nothing better 'out there' to use instead.

As these channels are implemented, CRM starts to move back from the frontline application it once was and at CRMantra  we are seeing customers implementing new channels for all users, leaving the CRM system as the engine supporting these channels.  That brings a whole new world of complexity, performance, usability and support issues.

We are currently carrying out a study at one of our clients with Siebel CRM.  They want to implement a Mobile channel for Consumers and Mobile POS for in-store employees, as well as a new eCommerce channel(s -  these things are never one web site!) .

So far the issues we have seen that need to be addressed are;

1) What are channels and processes that are going to be available in the new channels?
2) How is the inherent business logic with the CRM system going to be made available in that channel?
3) How are complex area's such as pricing, product configuration going to be available outside of the CRM system?
4) How are the processes, products, promotions and prices going to be made channel specific ?
5) How is the current CRM implementation going to be able to cope with the additional load ?
6) Performance it critical ! - Internal users will put up with it, external users won't?

Don't get caught by surprise with "channel creep"as the business starts to pull in all directions at once!
If this sounds familiar, we can help !