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 TitleDate AddedCompany
whitepaper Dynamics Collaborative Contact Center Demo2009-08-18 Microsoft
  Optimize communications with Microsoft Dynamics® and the Collaborative Contact Center.

Tags: Customer Management, Customer Management, Data Tools, IT Budgeting		   
whitepaper The IGEPA Group Improves Quality of Service With Access to Accurate, Up-to-Date Customer Information2009-08-01 Oracle
  The IGEPA Group wanted to replace the company's legacy Customer Relationship Management (CRM) solution to meet the growing demands of the group's day-to-day business activities and integrate the new CRM solution with the company's existing Enterprise Resource Planning (ERP) system. The challenge was to expand CRM capabilities to provide insight into competitor product data and cross-selling opportunities, as well as to provide support for joint projects within the group and improve field staff management, prospect processing, sales quotes, and the quality of service to customers. The IGEPA Group integrated Oracle's Siebel CRM 8.0 and Oracle's JD Edwards EnterpriseOne ERP applications via a middleware product to provide standardized process development.

Tags: Enterprise Planning		   
whitepaper Sabre Holdings Increases Customer Insight and Service Efficiency in Its Sabre Travel Network Business Unit2009-08-01 Oracle
  Sabre Holdings wanted to create a single repository of accurate and up-to-date customer information to improve sales and customer service and consolidate previously disparate Customer Relationship Management (CRM) systems and automate analysis capabilities to improve the ability to track and manage sales opportunities. The challenge was to support corporate-level IT efforts to improve data consistency across all business units by streamlining IT systems and enable two-way integration of the CRM solution with the company's system of record from SAP to ensure data accuracy across both platforms. Sabre Holdings implemented Oracle's Siebel Call Center to provide Sabre Travel Network with a single, consolidated data repository to enable easy access to a 360-degree view of customers.

Tags: Customer Management, Customer Management		   
whitepaper SimplexGrinnell Extends Field Service Capabilities by Upgrading to Oracle E-Business Suite Release 122009-08-01 Oracle
  SimplexGrinnell wanted to maintain support for the company's Customer Relationship Management (CRM) applications to facilitate field service support to customers and optimize field service technician dispatching and scheduling abilities to improve service efficiency. The challenge was to accelerate data access and entry by improving the user-friendliness of the company's CRM applications and ensure consistent system performance and expand functionality to meet the needs of company field technicians and call center staff. SimplexGrinnell upgraded to Oracle E-Business Suite Release 12 to provide continued support, consistent system performance, and expanded field service capabilities and eliminated manual and duplicate data entry via customized user interfaces to reduce entry of service requests by 30 seconds while dispatchers talked with customers.

Tags: Enterprise Planning		   
whitepaper Steelcase Werndl AG Raises Efficiency and Profitability at With Customer Relationship Management Solution2009-08-01 Oracle
  Steelcase Werndl AG wanted to make Customer Relationship Management (CRM) data available ad hoc for European branch offices and enable the exchange of data from multiple divisions and other systems. The challenge was to consolidate forecast information automatically and provide mobility, as three quarters of users work in the field. Steelcase Werndl AG implemented Oracle CRM On Demand to introduce a uniform system that works with various sources of data in real time and connects various divisions, thereby optimizing productivity and implemented across multiple countries in nine months - from concept to adaptation, to entry into service - with the hosted solution.

Tags: Customer Management		   
whitepaper Property Services Firm Implements CRM Tool, Generates Return on Investment in Less Than Three Months2009-08-01 Microsoft
  Low usability of the firm's existing SAP Customer Relationship Management (CRM) application undermined user adoption. IT managers found the inflexible system prohibitively expensive to customize to individual business units. As a result, the solution was not used and salespeople lacked visibility into the activities of other business units. This led to "Friendly-fire" incidents, whereby multiple salespeople from different groups contacted customers and prospects - much to the irritation of everyone. Managers implemented Microsoft Dynamics CRM business software as the firm's sales force automation solution. User adoption increased nine-fold while friendly-fire incidents diminished. Customer satisfaction increased, client churn decreased, and salespeople increased cross-sales revenues along with their sales closure rate.

Tags: IT Budgeting		   
whitepaper High-End Real Estate Company JBMRA Puts Brokers in Prime Position to Increase Sales with Microsoft Dynamics CRM Live2009-08-01 Microsoft
  JBMRA—Sperry Van Ness Institutional (JBMRA) specializes in the marketing of high-end real estate properties in the Unites States. Agents and brokers accessed the firm's Office Outlook public folders and records kept in Office Excel spreadsheets. JBMRA needed to migrate to an effective long-term CRM solution, and chose Microsoft Dynamics® CRM Live. Microsoft Dynamics CRM Live eliminated the risk of losing decentralized customer data. The firm's information is protected on Microsoft hosted servers that utilize reliable data backup processes and technologies. The application allows mobile users to access and input data on the move, something that brokers could not do previously. Moreover, brokers can immediately log notes about a client walkthrough, which another broker can later access to tailor the presentation of a property to their prospect.

Tags: Customer Management, Enterprise Planning, Internet and Web, Software Development Tools		   
whitepaper Raymond James Financial to Provide CRM Solution, Distribute Best-Practices Workflow2009-08-01 Microsoft
  Raymond James Financial employs over 3,000 financial advisors, 75 percent of whom are independent contractors. To attract and keep well-to-do clients, these advisors must apply sophisticated relationship building skills. Consequently, the use of CRM tools is ubiquitous at the firm. "As a company, we had over 2,000 discrete customer databases across heterogeneous platforms like ACT!, GoldMine, and Juncture CRM," says Shawn Tabor, Product Manager for CRM at Raymond James Financial. "Our advisors had no uniform way to document interactions with clients and we had no easy way to assist them with compliance issues or best practices processes." To meet its goals, the company chose to deploy Microsoft Dynamics™ CRM. Microsoft Dynamics CRM provides the features, flexibility, and customer detail to optimize the effectiveness of financial advisors in deepening and capitalizing on their relationships with prospects and customers.

Tags: Customer Management, Customer Management, Customer Management, IT Budgeting		   
whitepaper KPN Drives a Customer-Centric Approach and Simplifies IT Systems With Prebuilt Integrations2009-08-01 Oracle
  KPN provides high-quality telephone, internet and television services and products and is an all-round provider of ICT services. The communications provider realized that to attract new customers, retain its more than 30 million existing customers, and remain competitive as a multiplay provider, it needed to focus on creating a more customer-centric business and aligning its IT systems to meet this objective. KPN embarked on a major strategic IT project, ultimately deploying Oracle's Siebel CRM and Oracle Application Integration Architecture for Communications to transform its business and improve customer satisfaction.

Tags: Data Infrastructure		   
whitepaper Hewlett Packard Norge as Manages Sales and Future Production With Customer Relationship Management2009-08-01 Oracle
  Hewlett Packard Norge AS (HP Norway) is one of Norway's largest suppliers of IT products and services. The company offers a complete technology portfolio ranging from palmtops to some of the world's most powerful supercomputers. HP Norway offers consumers a broad range of products and services, from digital photography to digital entertainment and from data processing to home publishing. It needed to put the customer at the center of all HP Norway's activities, before, during, and after sales and ensure more secure data regarding future sales and provide the ability to predict market and customer changes. HP Norway implemented Oracle's Siebel CRM applications, resulting in a near doubling of sales without additional resources.

Tags: Data Infrastructure, Business Functions