Ever wondered if all that hard work going into your CX system is really worth it? Companies have been investing huge amount of funds in buying, deploying, customizing and managing CRM applications, is there a real return of investment? After over 20 years of existence, 60% of CRM implementations still fail.
ZS Associates and the Sales Management Association looked into the details of using CRM software for sales and how this translates in value for the organization. [study available here]
"Perhaps not surprisingly, most respondents (72%) reported that their salespeople are not spending enough time on the company’s CRM platform."
Althought the survey focused on the Sales domain of CRM, thus not covering Service, Marketing, etc., it does offer an accurate perspective of the current situation: sales users of CRM systems are not happy about UX, the systems are not supporting their work but the work of their managers, the data is not accurate enough to be of real value for the company, etc. Sales representatives are often the interface between the company and its customers. If sales representatives are not happy (and supported in their work) the customers get a negative perception of the company. Also, if sales work is no good, it reflects on the entire organization (thus also on Service, Marketing, etc.).
"need to (...) do more to tie the CRM function to support of sales and marketing processes [74%]"
There is a lot that can be done to improve the situation. Start by designing the CRM systems to support the end users, not only the reporting mechanisms. How are the users currently doing their jobs? How can we help them? What can be automated? There are several points where help can be provided: planning & reminders, administration, reduced data entry, etc. What will keep them using the system during their daily activities? A mobile or tablet version can help? Having domain news embedded in the home screen? Online networking with colleagues and clients?
"boost user adoption [..] 54% of respondents cited as a priority"
Another interesting point that the survey raises is the fact that some companies got it right: the answer is in the details. CRM suites come with pre-packaged features and processes. If you want to have a competitive advantage, doing things exactly like your competition does not help. Innovation is often hidden in the processes: support your internal way of doing instead of imposing the CRM application’s processes.
In the end: better design means better user experience and better user experience means better customer experience.
Use the right tools to get there: e-Tools supports Oracle Siebel CRM implementations by enforcing best practices and improving design.
Tired of searching for the old requirement that triggered a crucial design decision?
Seamless integration between your functional specifications and the solution design. This example shows a Siebel HI application, but e-Tools is 100% Open UI ready.
Stay tuned for more news on new Open UI innovative features.
Answering to the issue raised on linkedin:
On service request detailed applet or service request list applet (Service Request Business Component)
When the Status field is set to closed the sub status field defaults to resolved, the applet is also set to read only. the task is to prevent sub-status field from defaulting to resolved when Status field is set to Closed..
This event also happens on Siebel Vanilla (Siebel Vmare)
Answer on LinkedIn:
I was curious about your question as it would seem straightforward... but you are right.. it is not.
So I opened our e-Tools and made an analysis on the Service Request Business Component. Using the Runtime events function I am able to find all related Action Sets. At my surprise, I immediately noticed there were 2 active Action Sets that did not have any associated action. By checking the properties of the connections I found out that these Action Sets were exactly on the 2 fields you have an issue with... interesting!
So I opened a web session directly on e-Tools and went to the RunTime events Administration View (you can reach them directly from the e-Tools objects). I inactivated the 2 Action Sets and made a test: at that point the behaviour you are experiencing was not longer there.
This is an example of hidden Siebel functionality that does not follow standard customization practice. In this case, for example, we would expect to find related actions that define the behaviour. Thanks to e-Tools we were able to bring on a quick analysis and visually identify the strange design.
Please look at https://www.e-up.pro/e-upblog/entry/e-tools-usage-example to see the automatically generated analysis diagram for this scenario.
Before changing this behaviour on your production environment you should evaluate any impact and do a thorough regression analysis!
This week e-Up is attending the Oracle Business Intelligence Applications Hands On Bootcamp in Dublin. But why the creator of #visuanalysis for Oracle Siebel is interested in OBIA?! Curious? Stay tuned!