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Riverdeep
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  1. Riverdeep Riverdeep is an educational software company. • Destination Success • Printshop • Carmen Sandiego • Reader Rabbit • Oregon Trails

  2. How did we get to Oracle 11i • Riverdeep was a .com IPO and started with 11.03 for financial. • Through acquisition, we had 5 ERP and 7 CRM Systems • JDE vs Oracle 11i • Came down to feature-set, and future

  3. What are we running (11.5.9) • ERP • Financials (GL, AR, AP, FA) • Supply Chain (OM, INV, PO) • Manufacturing (BOM, WIP, CST) • CRM • Telesales (30) • Sales Online (50) • Marketing Online • iStore • Quoting • Teleservice (12) • Portal • Next Modules • iProcurement, Travel and Expense • iSupport, Knowledgebase • Incentive Compensation • Portal (Product/Subscription, Intranet, etc) • Daily Business Intelligence

  4. Implementation Points • EXECUTIVE SUPPORT – Don’t leave home without it. • CRM is not ERP: CRM can be implemented in pieces • Don’t be afraid to start small with one implementer (walk before you run) • Soft Projects: unannounced, unscheduled, unbudgeted, fit-it-in-when-you-can • Teleservice • Time and Labor • Contracts • Portal • iProcurement • Guard Against the notion that Go-live is the end. Go Live is the Beginning. Don’t move on right away • Training: We have done big bang and little bang. I like big bang for ERP and little bang for CRM

  5. Telesales: Lead to Cash

  6. Telesales: Good Stuff • Single Customer Record • 1 Database • Quote to Order handoff works great • CRM to OM reporting • 1 system to maintain • Common Reporting Tools • Common Language: Lead, Opp, Quote, Order • Past Life: 7 CRM, 7 Databases, 7 Customer Records, 7 Technologies, 7 Reports, Time spent on housekeeping.

  7. Sales Online: Square Wheel to Round Wheel • Field Sales goes from Excel to Sales Online • Conversation changes from ‘what are the opportunities’ to ‘how can we grow, leverage, strategize opportunities’ • Senior Management Changes from Collector to Strategist of Opportunities • Conversation and Focus Changed Overnight • Sales Force Changed Attention Overnight • Senior has a tool by which to manage • Sales Staff can no longer hide – complete visibility • Leads, Quotes are New: Marketing, Price Management

  8. Telesales and Sales Online • Tearing Down the Berlin Wall • Territory Management Improved Drastically • Reporting Visibility • Account-level Communication and exchange • 360 Degree View of Customer a Promise Worth Chasing

  9. Marketing Online • Behind TS and OSO but has similar future • Today: Lists go out Discoverer to MS Access for ‘Beating with Stick’ and to mail/email. Call lists are distributed on printouts. • Tomorrow (literally Monday): Call lists appear in UWQ in Telesales. • Marketing get direct visibility into outcomes (heretofore impossible) • More Data, More learning • Source Code is king becomes focus • Marketing begins to transform • Conversation changes from ‘we can’t get that’ or ‘we don’t know’ to real information, real analysis, real strategy

  10. Teleservice (contact center, service requests) Soft Project • Systems Group First (replaced intranet) • Helpdesk (replaced TrackIT) • Networking Strategic Project • To go Live with first business unit we added users and created 3 LOV’s, tweaked contact center • Field Engineers • Customer Training Department • Tech Support (iSupport, Knowledge)

  11. Order Management Accounts Receivable Reporting Cash Collections Sales Online Oracle 11i Business Suite Manufacturing Telesales Customer Data Portal/iStore Teleservice Marketing