CX Integration

Automate Sales, Service, Commerce, Analytics & Marketing Processes through NPI Solution Architecture & Integration Services

See immediate increase in sales, retention and business value !

Sales Cloud, Service (RightNow) Cloud, Marketing (Eloqua) Cloud, Siebel on-Premise Solutions, Siebel Marketing, Siebel Loyalty, Oracle ATG, OBIEE, Endeca, Oracle Service and Support, Siebel Service, Siebel Sales, Oracle Knowledge, Siebel Territory Management, Siebel Quote & Order Capture, Oracle MDM, CRM On-Demand, JD Edwards, OBIA

Build a CX Program of your dreams for your Business

www.nitaipartners.com; Confidential, All rights reserved; Copyright @2014; Nitai Partners Inc.

What is CX?

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Customer experience is the set of perceptions a customer has with a company throughout the buying and owning interactions.

Positive customer experiences enable businesses to attract more, retain more, sell more, sell for more, and do more.


Current CX Technologies available

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On-Premise

• Siebel Industry Solutions

• ERP Systems

• BusinessAnalytics

• Oracle Knowledge

• Endeca

• Data Quality & MDM

Cloud

•Oracle On-demand CRM•RightnowCRM•EloquaMarketing•Oracle Web Experience•Oracle Knowledge

Website

• Integrating Lead Capturing System on Website

• Integrate Commerce Cart

• Inquira

Mobile

• Integrating CRM

• Service & Support

• Sales

• Uniform Customer Experience

Social

• Twitter

• Linkedin

• Youtube

• Facebook

Commerce

• ATG Commerce Solutions

• Endeca


Pain-Points with Disconnected systems

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• Sales Team has no visibility into Order Fulfillment & Service Data

• Service teams are disconnected from Sales Teams

• Marketing is not in sync with Sales & Service Teams

• Commerce is out of sync with Sales and Service data

• The website is not able to capture leads and generate commerce

• Mobility apps doesn’t integrate with Commerce / Leads / Service / Sales

• Competitive information is not captured in the Sales or Service Systems

• Customers are not able to self-service themselves

• poor data quality

CX Best Practice: “Every stage of the buying cycle involves collaborative decisions by multiple parties within your company and within the prospect’s company and often their partners.”


How it affects Business?

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• Doesn’t help key business decision makers to have full visibility – (strategic information Gap)

• Bad data governance affects Sales, Marketing, Service, Fulfillment Operations –(Organizations lost billions of dollars due to bad quality of data)

• Silos of information doesn’t help sales teams to realize their full potential – (Sales Growth is

affected)

• Marketing is not effective because of lack of data available for campaigning – (Segmenting

Targeting and Positioning remains imperfect leading to misdirected campaigns)

• Utilization of ecommerce system is low because the system is disconnected from sales and service teams – (Breaks Customer Experience pattern)

• Bad data quality and integrity affects the business morale – (Wastage of precious resources)

• Insufficient information about competition leads to loss of market share (in value and also in mind) – (Makes product positioning difficult. Directly affects performance against the competition.)


CX Integration Solution from NPI

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Oracle CRM On-

demand Sales

Siebel or Rightnow

Service

ATG Commerce

Endeca

ERP

+

DQ & MDM

Siebel or Eloqua

Marketing

Oracle Business

Analytics / Endeca

Website, Social

Networks & Mobile

Process Integration

• Business Process Sync between disparate systems

Technical Integration

• Integrating CRM, ERP, BI, Commerce, Social, Mobile, Web applications

Social Integration

• Manage Social Interaction

• Integrate your linkedin, Youtube, Twitter, Facebook

• Integrate your website

Mobile Integration

• Enable Mobile Sales, Service, Marketing and Commerce

NPI integrates existing systems from CX perspective using industry-standard best practices and technologies.


Advantages of an Integrated CX Solution

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Service

•Self-service

•Full Service Mgmt

Marketing

•Effective Targeting

•Campaign Analytics

Sales

•Integrated Sales Process

•Integrated Social, Web, Mobile, Direct, Indirect sales

Commerce

•Integrated Shopping Cart on Mobile, Social & Web

Social

•Single View of Social Interaction

Synergy

• Integrated Sales, Service, Marketing, Commerce, Business Analytics & Social

Effectiveness

• Great Customer Experience

• High Employee Morale

• High Data Quality

Highest ROI

• 100% increase in Sales

• Highest Campaign conversion

• 100% increase in Customer Retention

Integrated Solution helps you increase synergy across the enterprise


Business Value for your business

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“…Accept that the balance of power between buyer and seller has changed forever. Customers will call more shots and set more agendas…than ever before.”

Business Value realized through CX integration:

• Effective Campaigns based on Organization data• Proactive Service Capability• Increased Sales (usually seen up to 100% increase, convert your 500m to 1b

quickly)• Better Customer Experience (usually results in repeat orders). Ensure

customer delight rather than customer satisfaction• Follow your customers on Social and Mobile networks. • Integrated Social & Mobile Commerce Capability will help you understand

your customers behavioral patterns on Social network and launch campaigns accordingly.

• 100% better implementation of Business Processes across the enterprise• 100% improvement in Data Quality• At least 60% increase of technology capacity utilization


360 Degree CX Framework

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Innovative Solutions

Future State

360 DegreeView

Gaps

Sales, Service, Marketing,Commerce, Analytics

Description

• Process Documentation (AS IS)

• Process Improvement Documentation (Quick Wins)

• Future State Processes (in next 5 Years)

Identity and Document Gaps between OOTB and Current Business Processes

Bridging Gaps through Process Engineering and Technology

Futuristic Best Practices Integration Vision Document

View all Customer Interactions in a single application view

Improve Customer Experience

360 degree View

Gaps

Innovative Solution

Future State

Sales, Service, Marketing, Commerce,

Analytics

Your data helps you sell more. Increase sales by over 100%


NPI Rapid Deployment Methodology

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Prepare Environments

Gap Analysis

Custom Deployment

Agile

Scrum

Daily Results

100 % Success

Highly PredictableResults


Call us for Consultation NOW !!

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Phone

&

Fax

• +1 855 879 2847

• +1 855 874 2601

Web

&

Email

• http://www.nitaipartners.com/contact

• Email: [email protected]

http://www.nitaipartners.com/contact

CX Integration

Business

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