Implementing Oracle CRM On-demand for a Manufacturing Entity

A leading US-based garage door manufacturer wanted to provide seamless customer experience through a unified and efficient workflow. However, fragmented customer data, manual processing delays, and challenges in managing operations across multiple channels hindered their efforts. The company thus needed to connect its customer relationship management and backend systems. Evoke addressed these challenges by developing a unified, scalable CRM platform with real-time insights and reporting capabilities. Our solution empowered the company to track opportunities, cases, and refine customer interaction, while automation significantly reduced manual efforts and increased operational efficiency.

The client faced major operational challenges due to application limitations, resulting in inefficiencies and data siloes. The challenges included:

• Absence of seamless integration between CRM and Oracle EBS for returns/allowance process implementation.
• Inconsistent synchronization of Oracle EBS Sales Orders OAF pages into the CRM system.
• Automation of different types of sales opportunity methods.
• Difficulty managing operations across multiple channels.
• Absence of automated event integrations and delayed email responses.
• Archiving attachments from CRM and sending the attachment via email.

To address the challenges, we conducted a detailed analysis and provided a custom-built solution that seamlessly connected Oracle CRM On-Demand with Oracle EBS. Our solution included:

Seamless Integration: Integrated CRM On-Demand and Oracle EBS by consuming Web Services provided by CRM On- Demand.

Real-Time Data Synchronization: Dealt with CRM On-Demand Custom Objects to store Oracle Advance Pricing Information, Model Information, and One Time Pricing Information along with the predefined objects by CRMOD, including Company, Leads, Opportunity, and Activity.

Actionable Dashboards: Executed system customization to support dashboard reports. This enabled custom objects, HTML reports, and streamlined processes for returns/allowances, and archiving.

Pricing details in CRM helped CSR to create the report from CRM and share it with dealers whenever they interact.

Dashboard reports provide a 360-degree view of opportunities, cases, customers, and beyond. This enabled the company to make informed business decisions and refine customer service.

Automated opportunity process task assignment and email notification to allow CSR follow-up on time.