From organisational effectiveness to service excellence

Gary SlaterHead of Business Systems

Business & Enterprise North East

Agenda•Business & Enterprise North East – brief overview

•Our CRM Challenge

•Benefits of adopting Oracle on Demand

•Future vision – serving the 21st Century Customer

Our mission – economic wealth for the best region in the UK

What we do – helping people start a business

What we do – helping established businesses grow

Systems vision – support delivery of KPI

Systems vision – deliver organisational effectiveness

Systems vision – customer-centric organisation

Systems vision – learn and continuously improve

Additional challenges – Four businesses into one

Additional challenges – New Business Model

Additional challenges – Time pressures

So we went to market

And we chose….

Only joking we actually selected…

Implementation approach – business led

Implementation approach – empowered team

Implementation approach – partnership with Oracle

Result – Success!

Result – Oracle Reference Customer

Benefits – Operational and effective within 6 months

Benefits – Reduced Cost of Ownership

Benefits – Flexible system configured to our needs

Benefits – One version of the truth

On the way to the vision – doing the basics brilliantly

Systems vision – why we aren’t fully there

So how do we get the perfect 10?

Social CRM of course

Social CRM – what is it?

It’s about customers not salespeople

It’s helping customers to connect with you & each other..

But not in a structured way

It’s putting the customer in control

It’s customers telling you how it was for them

And you listening….

It’s not controlled by you

It’s about sharing our knowledge

It’s about being in partnership with customers

If we get it right our service will be transformed

So, what will it actually look like?

I don’t write software but..

It’s customer portals – self-service on Demand…

It’s online communities serving shared interests…

It’s interactive, real-time and linked to CRM on Demand…

Benefits Social CRM will bring… Brand Loyalty

Benefits … customers developing products with you

Benefits … insight and learning from customer experience

Benefits … customers become evangelists

So over to the experts

If you meet this challenge

Our customers will be delighted

And our vision will be realised

Thanks for listening, any questions?