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Solução Cloud Based Development - CRM
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“(…) CRM is not just about installing software or automating customer touchpoints. It is about the reinvention of our enterprises around the customer. It is about becoming and remaining customer-centric.” - Francis Bottle, Customer Relationship Management [1] Não é nova a utilização do acrónimo CRM que, por extenso, se traduz para “Customer Relationship Management”. Qualquer negócio ou empresa tem clientes, e com clientes surge a necessidade de facilitar as relações cliente-empresa e empresa-cliente. Deste modo, também não é nova a necessidade de soluções CRM para estas entidades. O presente relatório refere-se ao projeto de estágio, realizado em nome da Accenture, para um cliente do ramo dos serviços postais. O projeto consiste na implementação de um sistema CRM central, capaz controlar os múltiplos setores de negócio do cliente por integração com os seus diversos sistemas e serviços, e que facilite a receção, tratamento, gestão e análise dos dados relativos às relações com clientes. Este sistema CRM inclui as componentes Sales e Service, no entanto, será a segunda o foco deste trabalho. Para tudo isto, foi implementada uma solução CRM cloud based utilizando o Engagement Cloud da Oracle e expandida com uma aplicação externa à medida do negócio. O trabalho divide-se, por isso, em três vertentes principais, o trabalho no Oracle Engagement Cloud (OEC), o trabalho externo ao Oracle Engagement Cloud e o trabalho no Oracle Business Intelligence (OBI). Sendo que todas estas vertentes têm por base o OEC. Esta utilização do OEC como suporte aplicacional leva-nos a concluir que esta aplicação cloud não está preparada para o grau de complexidade do negócio deste cliente. Isto reflete-se essencialmente na necessidade de inclusão direta de aplicações externas no OEC, que, não obstante, integram de forma limpa e totalmente funcional.
“(…) CRM is not just about installing software or automating customer touchpoints. It is about the reinvention of our enterprises around the customer. It is about becoming and remaining customer-centric.” - Francis Buttle, Customer Relationship Management [1] It is not new the use of the acronym CRM, which translates into, “Customer Relationship Management”. Any business or company has clients, and with clients comes the need to improve and facilitate the relationships between company and client. Thus, it is also not new the need for CRM solutions for these entities. This report refers to the internship project, developed with Accenture, for a client in the field of postal services. The project consists in the implementation of a central CRM system, capable of controlling the client’s multiple sectors of business through the integration with their several systems and services, and which also facilitates the reception, treatment, management and analysis of data relative to their clients. This CRM system includes the Sales and Service components, however, only the latter will be addressed in detail during this report. For all of this, a CRM cloud-based solution was implemented using Engagement Cloud from Oracle and expanded with a tailored external application. Therefore, the work is divided in three major sections, the work within Oracle Engagement Cloud (OEC), the work outside Oracle Engagement Cloud and the work in Oracle Business Intelligence (OBI). All these sections have OEC as their baseline. This usage of OEC as a support application leads us to the conclusion that this cloud application is not suited for the degree of complexity of this client’s business rules. This reflects mainly through the necessity to include external applications directly inside OEC, however, this process is handled smoothly and efficiently by the cloud application.
“(…) CRM is not just about installing software or automating customer touchpoints. It is about the reinvention of our enterprises around the customer. It is about becoming and remaining customer-centric.” - Francis Buttle, Customer Relationship Management [1] It is not new the use of the acronym CRM, which translates into, “Customer Relationship Management”. Any business or company has clients, and with clients comes the need to improve and facilitate the relationships between company and client. Thus, it is also not new the need for CRM solutions for these entities. This report refers to the internship project, developed with Accenture, for a client in the field of postal services. The project consists in the implementation of a central CRM system, capable of controlling the client’s multiple sectors of business through the integration with their several systems and services, and which also facilitates the reception, treatment, management and analysis of data relative to their clients. This CRM system includes the Sales and Service components, however, only the latter will be addressed in detail during this report. For all of this, a CRM cloud-based solution was implemented using Engagement Cloud from Oracle and expanded with a tailored external application. Therefore, the work is divided in three major sections, the work within Oracle Engagement Cloud (OEC), the work outside Oracle Engagement Cloud and the work in Oracle Business Intelligence (OBI). All these sections have OEC as their baseline. This usage of OEC as a support application leads us to the conclusion that this cloud application is not suited for the degree of complexity of this client’s business rules. This reflects mainly through the necessity to include external applications directly inside OEC, however, this process is handled smoothly and efficiently by the cloud application.
Descrição
Trabalho de projecto de mestrado, Engenharia Informática (Sistemas de Informação) Universidade de Lisboa, Faculdade de Ciências, 2019
Palavras-chave
CRM Engagement Cloud Cloud Orable BI Trabalhos de projecto de mestrado - 2019