JD Edwards EnterpriseOne Customer Relationship Management
Oracle's JD Edwards EnterpriseOne CRM is a feature-rich solution that is embedded with other mission-critical processes, such as consensus-based forecasting, real-time order promising, case and service management, and lead and opportunity management.
JD Edwards EnterpriseOne Customer Relationship Management Products
Resolve any issue with the right information
Oracle's JD Edwards EnterpriseOne Case Management gives your customer service agents instant access to all of the customer information needed to resolve any issue —including billing, sales and service orders, service requests, entitlements, recent interactions, and even suggested products to cross-sell and up-sell.
Key Features
- Rules-based alerts and escalation can be set up to meet customer service policies and contract terms.
- Multilanguage support allows you to support customers worldwide.
- Access to sales and service means contacts can be easily converted to a service or sales order.
- Call routing and workflow features let you route calls based on product, customer level, geography, or other parameters and build in automatic e-mails or alerts for follow-up or escalation.
- Integrated with JD Edwards EnterpriseOne Solution Advisor and JD Edwards EnterpriseOne Branch Scripting.
- Multichannel capabilities allow you to receive and manage customer interactions across all channels, including voice, Web, fax, and e-mail.
Provides end-to-end visibility
Oracle's JD Edwards EnterpriseOne Service Management facilitates product performance and service response by enabling you to manage all service contracts from the same system - including warranties, maintenance agreements, and professional services. Achieve faster customer service response times, more personalized service, and reduced cost.
Key Features
- Automatically generate all required purchase and work orders from service orders
- Track the service history of all products sold or serviced for a customer
- Manage service agreements and warranties
- Manage work done in the field and track parts and labor used
- Manage service parts inventory
- Automatically send renewal notices for expiring warranty contracts
- Call center management capabilities that can direct calls to specific service groups, define workflows for priorities and escalation, and provide a knowledgebase of failures and fixes
- Customer self-service options for product registration, service requests, and status inquiries
- Share customer information across sales and service
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