SLA Management with ERP, CRM & DWH Systems: There are Gaps to Identify & Fill Using Operational Intelligence

Posted by Shalin Shah on Mon, Nov 26, 2012

By: Thomas Degen, Senior Solutions Architect

You know your company’s processes, you know your company’s major IT tools executing these processes, but what are the cornerstones around the systems responsible for ERP, CRM, workflow, BI and reporting when transactions involve multiple systems as part of the established Order-to-Cash process? What happens when an exception has halted regular processing in one of the involved SAP, IBM, Oracle or Microsoft application services? Do you receive a transaction alert in time to react without losing a potential opportunity?

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Tags: Service Level Agreements, Process Visibility, CRM, ERP, Data Warehouse

1st Sign Utilities Need Operational Intelligence: Customer Care Problems

Posted by Shalin Shah on Mon, Apr 02, 2012

Energy utilities struggle to see a complete, end-to-end view and monitor critical customer service processes since such processes span multiple systems, such as customer service (CRM), service provisioning, billing, etc. This leaves utilities unable to take real-time corrective action before the customer experience is impacted, which can potentially result in the loss of millions of dollars due to increased customer service costs and customer churn.

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Tags: CRM, Customer Care, Operational Intelligence, Data Silos, Systems Silos

Customer Relationship Management ≠ Customer Experience Management: 3 Reasons Why Equating CRM to CEM Can Hurt Your Organization

Posted by Shalin Shah on Mon, Feb 28, 2011

Most large companies tend to regard Customer Experience Management (CEM) as the technology to organize and synchronize business processes for sales, marketing, customer service, and technical support. I’ve now realized that is the purpose of a traditional CRM solution. Customer Experience Management is used to enhance a customer’s experience at every touch-point.

If CEM is about actively measuring, managing, and optimizing customer touch-points, then Operational Intelligence (OI) is perfectly suited to achieve this due to the following capabilities, which are also the defining key differences between CRM & CEM:

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Tags: CRM, Operational Intelligence, Customer Experience Management

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