Oracle CX Cloud a Case Study

Oracle CX Cloud - A Case Study

Implementation of Oracle CX Cloud Solution at Atradius Collections

2

Go live in Weeks

3

Contents

About Atradius Collections

How did we achieve it

Challenges, Learnings & Benefits

4

Contents

About Atradius Collections

About the client

Challenges

Goals

Journey so far

4

Atradius Collections

200+ countries 20+ Offices

14500+ customers

• Part of Atradius Group

• Leading international trade invoice

collections company

• Strengthening market share by excellent

Customer Service

• Driving sales growth by implementing new

technology

• Controlling costs by effective IT Solutions

5

85+ years

Challenges: no commercial tool

6

Silo Customer Data

No 360 Degree View

No Reporting Tool

Sales Cycle Time

Unstructured

Forecast procedure

Needs and goals

7

Growth

• Customer satisfaction

• Effectiveness and efficiency

Smart Solution

• Low TCO

• Flexible

User acceptance

• Usability

• Reporting

Journey So Far 8

• Phase 1(2013) & 2 (2014) Live

• Rollout to 30 Countries Completed

• Phase 3 Planning in Progress

R7 Upgrade in 5 Weeks

Rollout of a Solution to 30

countries

R8 Upgrade in 6 Weeks

Phase 2 Go Live in 12

weeks

Phase 1 (Pilot) Go Live on

R5 in 11 weeks in 3

countries

June

2014

Nov

2013

Sep

2013

OCT

2014

R9 Upgrade in 5 WeeksApril

2015

R10 Upgrade in 5 WeeksJan

2016

Phase 3 In PlanningJune

2016

9

Contents

About Atradius Collections

How did we achieve it

Adoption Road Map

Infosys Rapid Start Solution

Solution Overview

Critical Success Factors

10

Critical Success Factors team had to work towards…

On Time

Must Go Live in 11 weeks for the

Pilot Countries Netherlands,

Belgium and Luxemburg

Value to Business

• Design a Global Template for

rapid rollout to other 30

countries

• Low TCO

On Budget

Provide Best Fit within Budget

• Fixed Price Implementations

• Flexible Team in Global delivery

model

Adoption Road Map for CX 11

In Planning

Phase 3 :

Implementation of

Oracle Service Cloud

and CPQ

Phase 1 (Base): Focus

on implementation of

vanilla functionality of

Oracle Sales Cloud

Base

Leads and

Opportunities

Customer Master

Forecasting &

AnalyticsTerritory

Management

• Rollout to 30 countries

Phase 1 - Roll Out :

Rollout of Base Solution

to other countries

Phase 2 (Advanced ) :

Implementation of

Eloqua and Advanced

Oracle Sales Cloud

functionality

Quota

Management

Data Quality

Management

Anytime, Any where access

Outlook Simplified UI

Solution Implemented 12

Phase 1

Phase 2

File based

import of

Prospect &

Customer data

Account

Management

Customer

Center

Quota

Planning

Sales

Performance

Management

Territory

Planning

Opportunity

Management

Manage

Revenue

Items

Manage

Competitors

Forecasting

Close

Opportunity

Create

Opportunity

Manage

Opportunity

Data Quality

Management

Desktop UI Mobile Simplified UIOutlook

Anywhere, Any

Time Access

Campaigns

File based

import of

Lead

Sales Team

Assignment

Qualify &

Rank Leads

Convert

Lead to

opportunity

Create LeadLead

Management

Lead

Management

What is Infosys Rapid StartInfosys Rapid Start Implementation Methodology enables Fast Track Implementations and Upgrades enabled with our CX Automation Platform

13

Rapid Start Methodology

Fast track implementa

tion

Detailed design

templates

Expertise and best practices

Standard training

materials

Reusable solution scripts

Fixed scope and low cost

Value to business

On time

On budget

• Fixed time implementations

• Start to finish in 6 ~ 12 weeks

• Fixed price implementations

• Lower TCO

• Faster ROI

• CX Automation Platform

14

Project Phases & Time Lines

• Scope finalization

• Define Success

Criteria

• SOW Sign off

Strategy &

Planning

• Familiarization Workshops

• Joint Design workshops

• Configuration

• Data Migration

• Conference Room Pilots

Modeling &

Realization • System Verification

• Training

• User Verification

• Deployment

Verify & Deploy

Week 0 Week 1 to 6 Week 7 to 11

15

Standard Business Process Maps

Pre defined Templates to collect configuration and Migration Data

Pre scripted Test scenarios per each module which can be customized

Preconfigured system for Demos

RAPID Implementation Workbench is a repository of comprising of

best in class process maps ,Configuration documents and pre-defined

test scenarios.

CX Automation Platform used to fast track ImplementationRAPID Implementation Workbench that saved 20% effort for documentation

17

16

Objects

Account

Contact

Product

Lead

Opportunity

Activity

Custom Objects

Service

Requests

Siebel / EBS Data

Base

Source

CSV

Or

Data Extraction and

Consolidation

Profiling & Cleansing

Mappings and

transformations

Business rules Validation

Data Migration

Tool

Transformed

Data

File Import (CSV)

Web Services

Target:

Extract from

DB

Consume

data from

CSV files

Infosys tried and tested One Touch Data Migration Solution for CX Cloud will help reduce complexity in data

extractions, transformations and loading.

CX Automation Platform used to fast track ImplementationData migration solution for CX Cloud, bring about 30% reduction in effort

18

17

Contents

About Atradius Collections

How did we achieve

Challenges, Learnings & Benefits

Implementation Challenges & Learnings

18

• Change management starts after 11 weeks

• Process standardization decisions

• Data Quality for one time data migration

• Scope in sufficient stabilization time prior rollouts

• Collaborate closely with Oracle to bridge gaps in future

releases and help ease of maintaining less customized

platform

Benefits

19

5 clients visit per day 7 clients visit per day 40% Increase in Productivity

and Efficiency

Before After

20 Days for Sales

forecast to complete and

Inaccurate

Real Time forecastsMore than 90% increase in

Forecast Accuracy

Avg Sales cycle Time 6

to 7 months

Reduced to 4 to 5

Months30% Reduction in sales

Cycles time

50 Leads per month with

a conversion rate less

than 10%

100 Leads per month

with a 50% conversion

rate

100% Increase in Lead

Generation and 50%

increase in Conversion

Improvement

© 2013 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to changewithout notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Exceptas expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing,photocopying,recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.

Thank You

Thought Leadership 21

White Papers by Infoscions Oracle Open World 2014 – 4 Sessions on Sales Cloud

• Oracle Sales Cloud: Gain Confidence in Your Sales

Forecasts

• Atradius Collections: Deployment to Oracle Sales

Cloud in 11 Weeks with Infosys Rapid Start

• Oracle Sales Cloud: Accelerate Channel Sales

Performance with Partner Relationship Management

• Oracle Sales Cloud: Increase Sales with Team

Collaboration and Social Selling

Oracle Open World 2012

• Maximize Your Revenue Potential with Oracle Fusion

CRM Sales Planning

• Expert Tips on Oracle Fusion Territory Management

Oracle Open World 2011

• Migration Solution Toolkit: A time saving, unified

solution for Oracle Fusion Applications upgrade