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Active Alerts . Supporting: CRM Accounting ERP / MRP ODBC-Compliant Applications. Monitor Business Conditions. Trigger Alerts Forms / Reports Application Updates. “ A comprehensive product . . . ” TMCLabs Review Editor’s Choice Award Winner.

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slide1

Active Alerts

Supporting:

CRM

Accounting

ERP / MRP

ODBC-Compliant Applications

Monitor

Business Conditions

Trigger

Alerts

Forms / Reports

Application Updates

“A comprehensive product . . . ”

TMCLabs Review

Editor’s Choice Award Winner

“Anyone who needs to know something now has no excuse not to know.”

Neil Montgomery, “Eyes Everywhere”

ComputerWorld Magazine

slide2

Business Latencies

  • What is a Business Latency?
  • A Business Latency is the lag-time between the moment important business information becomes present and the time when an organization intelligently acts on it.
  • What is the result of Business Latencies?
  • Business Latencies cause organizations to lose revenue, productivity, and/or customer loyalty.
  • How does an organization address their Business Latencies?
  • Business Latencies can be addressed by implementing an enterprise-level technology that automatically identifies and responds to important business information as that information becomes available.
slide3

Business Latencies

  • How does KnowledgeSync address Business Latencies?
  • It automates redundant tasks
  • It delivers business alerts
  • It monitors and processes incoming email messages
  • It generates and delivers Forms & Reports
  • It provides a platform to integrate application data
  • It monitors the Operating System
slide4

Active Alerts

Monitor Business Conditions  Send Alerts  Deliver Forms & Reports  Execute Workflow

Incoming Email

Incoming support message:

“system is down”

Accounting - ERP/MRP

Overdue unpaid invoice

CRM

Prospect not contacted

in last 7 days

Microsoft | Sage | Accounting | ERP/MRP | CRM | ODBC-Compliant

slide5

Active Alerts

Monitor Business Conditions  Send Alerts  Deliver Forms & Reports  Execute Workflow

Incoming Email

Incoming support message:

“system is down”

Page field technician

Accounting - ERP/MRP

Overdue unpaid invoice

Screen-pop message to CFO

CRM

Prospect not contacted

in last 7 days

Email remindertosalesrep

Microsoft | Sage | Accounting | ERP/MRP | CRM | ODBC-Compliant

slide6

Active Alerts

Monitor Business Conditions Send Alerts  Deliver Forms & Reports  Execute Workflow

Incoming Email

Incoming support message:

“system is down”

Page field technician

Deliver work order to rep

via web browser

Accounting - ERP/MRP

Overdue unpaid invoice

Screen-pop message to CFO

Resend PDF invoice to client

via email

CRM

Prospect not contacted

in last 7 days

Email reminder to salesrep

Send manager report on Pending Sales Status

Microsoft | Sage | Accounting | ERP/MRP | CRM | ODBC-Compliant

slide7

Active Alerts

Monitor Business Conditions Send Alerts  Deliver Forms & Reports  Execute Workflow

Incoming Email

Incoming support message:

“system is down”

Page field technician

Deliver work order to rep

via web browser

Log and assign ticket in

service database

Accounting - ERP/MRP

Overdue unpaid invoice

Screen-pop message to CFO

Resend PDF invoice to client

via email

Put customer on credit hold

CRM

Prospect not contacted

in last 7 days

Email reminder to salesrep

Send manager report on Pending Sales Status

Schedule follow up call

for salesrep

Microsoft | Sage | Accounting | ERP/MRP | CRM | ODBC-Compliant

slide8

Automate

Redundant Tasks

Some redundant tasks require human intervention; others do not.

On average, 20% - 40% of all redundant business tasks currently performed manually can be accomplished with Automation that in no way lessens the quality of the finished task.

slide9

Automate

Redundant Tasks

Tasks such as:

  • Sending Order Confirmation messages
  • Generating & delivering Invoices, Quotes, Dunning Notices & other Reminders
  • Sending Call resolution details, Surveys
  • Notifying clients about Shipments
  • Importing / Exporting files
slide10

Automate

Redundant Tasks

What Should Automation Do?

  • Support “scheduled” & “triggered” tasks
  • Should allow personalization
  • Have flexible “polling” frequencies
  • Be able to self-determine assignments
  • Keep track of the history of the tasks
slide11

Send

Business Alerts

  • Although business alerts can be used to notify anyone about anything, their most compelling value is for “Exception Management”. This is the practice of sending alerts specifically about “exceptions” to normal business conditions.
slide12

Send

Business Alerts

Alerts such as:

  • Notifying a sales rep who has not contacted a prospect in over a week
  • Alerting Purchasing about stock items within 10% of re-order
  • Red-flagging projects that are incomplete and over budget
  • Alerting a Support Manager about any reps with more than 6 open, high-priority calls
  • Notifying a sales manager when a client deviates from their normal buying pattern
slide13

Send

Business Alerts

What Should Automation Do?

  • Support multiple message delivery methods
  • Support a variety of email clients
  • Allow simple and sophisticated formatting
  • Be able to accept replies to delivered messages
  • Monitor the success or failure of delivered alerts
slide14

Monitor

Incoming Email

The inability for organizations to identify, process, and respond to incoming mail messages in a timely manner is the most widespread Business Latency today. Most organizations that encourage clients to use email do not have a good way to manage those communications.

slide15

Monitor

Incoming Email

Messages such as:

  • Support questions sent to support@yourcompany.com
  • Inquiries sent to generic “sales” or “info” mail accounts
  • Replies that are sent back to a company in response to a received email statement or invoice
  • Messages that are created from orders that are placed on an organization’s website
  • Messages created from web forms that allow visitors to request info, sign up for an event, or download files
slide16

Monitor

Incoming Email

What Should Automation Do?

  • Monitor incoming e-mail messages and auto-respond
  • Re-direct incoming e-mails based on content
  • Match an incoming mail message with the corresponding client record
  • Update the applications that contain client info with the details from the incoming mail message
  • Schedule activities in CRM (or related) apps based on the content of the incoming message
slide17

Deliver

Forms & Reports

Using “human time” to generate forms and run reports is filled with Latency. And even automated report distribution can be subject to Latency, as the reported-on data is often too out-of-date to be of real use.

slide18

Deliver

Forms & Reports

Forms such as:

  • Order Confirmations, Invoices, & Statements
  • Periodic customer Surveys
  • Picking Lists, Quotations, & Dunning Notices

Reports such as:

  • Periodic Stock Status, A/R Aging, etc.
  • Listing clients within 10% of their credit limit
  • Individual lists of projects or activities
slide19

Deliver

Forms & Reports

What Should Automation Do?

  • Support both “scheduled” & “triggered” reports/forms
  • Provide multiple formats (PDF, HTML, Word, Excel, etc.)
  • Provide multiple delivery methods (email, fax, FTP, web browser)
  • Track the delivery status of forms & reports
  • Require no additional hardware/software purchases
slide20

Integrate

Application Data

In terms of Latency, application integration refers to the “convergence points” of business information across multiple departments. These convergence points need to be detected, communicated, and acted upon in a timely manner.

slide21

Integrate

Application Data

Integration such as:

  • Detect a pending sales in a CRM app, locate the client record in a Financial app, and see if the new sale would put the client over their credit limit.
  • Send a manager a single alert that shows the details of a client’s pending sale (CRM data) and details of the client’s financial standing (accounting data)
  • Take the details of a closed sales opportunity and use that to create an order record in a financial DB.
slide22

Integrate

Application Data

What Should Automation Do?

  • Allow data to be retrieved, combined, and analyzed from multiple business applications simultaneously
  • Allow single alert messages to include data from multiple business applications
  • Provide a way for detected conditions in one application database to trigger updates into one (or more) other application databases
  • Provide a standard set of API tools to allow site-specific configuration of integration actions
slide23

Monitor the

Operating System

The last major source of Business Latencies within an organization is the Operating System. A disk crash, a program error, or a security breach can create enormous losses of time & resources; an enterprise-level Business Latency solution must include O/S monitoring.

slide24

Monitor the

Operating System

Monitoring for conditions such as:

  • Low disk space on the DB server
  • SQL Server not running
  • If an order processing transaction file has not been received
  • If sales or marketing literature has been updated
  • Login failures recorded in the Event Log
slide25

Monitor the

Operating System

What Should Automation Do?

  • Provide monitoring access to basic O/S components, including the Event Log
  • Support combined O/S and Application Data monitoring
  • Allow for the scheduling of periodic O/S tasks such as system backups
  • Allow for both alerts and corrective actions to be automatically executed in response to O/S events
slide26

In Summary . . .

  • KnowledgeSync addresses Business Latencies by:
  • Automating redundant tasks
  • Delivering business alerts
  • Monitoring and processing incoming email messages
  • Generating and delivering Forms & Reports
  • Providing a platform to integrate application data
  • Monitoring the Operating System
slide27

About Vineyardsoft

Vineyardsoft Corporation, developer of the KnowledgeSync “Active Alerts” solution, has over 2,500 customers in over 40 countries.

Vineyardsoft’s mission is to empower clients to respond more quickly, intelligently, and profitably to changes in an organization’s business.

Utilities

Con Edison of NY

Qualcomm

Farmstead Telephone

Enventis Telecom

Hi-Tech

Palm, Inc.

Cyberonics

Sony Electronics

Advanced Wireless

Intuit, Inc.

KnowledgeSync

Customers & Industries

Healthcare

Blue Cross Blue Shield

Transoma Medical

Alpharma

Medtronic

Financial Services

Grant Thornton

ING Aetna

Compaq Financial Svcs

Bank of the West

Ernst & Young

Manufacturing

Lockheed

Heil Environmental

Sonic Manufacturing

Media

BBC

Seattle Times