Customer Background: GXS

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Fact vs. FictionLessons Learned from a CRM
Implementation
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Quick Facts

• Kim Flannagan
• Recovering Accountant
• Worked for Oracle 7 years Financials and CRM
  Pre-Sales
• Currently at USi
• 1 yr Post Sales
• 1 yr Pre Sales
• xxxx

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Quick Facts

• USi
• X
• X
• X

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Customer Background GXS

• Global Software and EDI Services provider
• 240 Sales Reps, Managers and Administrators
• 20,000 customers and 2,500 prospects
• Over 20 disparate systems company-wide for order
  management, sales and service
• Multiple contact management systems none were
  integrated
• Manual spreadsheets for pipeline / forecasting
• Using Oracle for Financials and Self Service apps
  release 11.5.9
• Duplicate records in the Customer database (45
  of total customer base are duplicates)

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Why did they Choose Oracle?

• One Integrated System
• Campaign to Opportunity to Order to Cash
• Integration with MS Outlook
• Customer Data Management
• Personalization capabilities by user or group
• Global Forecasting
• Automated Update of Install Base
• Able to retire legacy systems

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Applications Implemented

• Sales ASN.B
• Resource Manager, Territory Manager
• Marketing Online
• Trading Community Manager (TCA)
• Customers Online / Data Librarian
• Task Manager
• Service Contracts
• Install Base
• Order Management
• Inventory , BOM

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Lessons Learned

• Oracle Sales does not give you the 360 degree
  view
• It is Customers Online which does this
• The Sales Manager view is different than the
  Sales Reps view
• Limited views of opportunities for each team
  member
• The seeded Match Rules do not include a match
  rule for DUNS
• You need to create a new match rule to use this
  functionality.

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Lessons Learned

• Sales Funnel can only be used if you have 4
  stages in your methodology
• Workaround xxxxxxxxxxxx
• Territory Assignment
• Cannot assign accounts based on Area Code

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• Used the additional Information tab for lots of
  competitive info

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Additional Functionality Added

• Implemented Controls to prevent a Duplicate Party
  
• DUNS integration was used to assign DUNS numbers.
  Rep actually has to do the due diligence before
  adding a new customer.
• Unable to create quotes until PARTY VERIFIED flag
  is checked.

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Additional Functionality Added

• Implementing Controls to capture pertinent
  prospect info before advancing to a certain sales
  stage
• Auto create an opportunity from an expiring
  contract
• Contract needs to be a certain Type
• amount gt 500 Do not allow stage 4 to be
  passed until the decision maker and the ________
  have been entered.
• Not allowed to advance an opportunity to stage 3
  unless a there is a contact associated with the
  opportunity, marked as a decision maker.
• Created Opportunities in USD and entered
  quotes/orders in local currencies.
• An opportunity cannot be marked as WON or LOST
  unless there is an entered close reason and
  competitor information.
• Auto back fill the opportunity with actual
  dollar amounts of the order
• Auto-generate an email notification to the sales
  rep when a new opportunity is created.

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Lessons Learned

• Sales Coach didnt work as expected
• Auto back fill the opportunity with actual
  dollar amounts of the order.
• Add their slide about the overall process flow

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