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CRM Upgrade Best Practices: A Presentation for the Georgia Area Oracle User Group Meeting

CRM Upgrade Best Practices: A Presentation for the Georgia Area Oracle User Group Meeting. March 6, 2007. Today’s Presenter. Ms. Patricia Heard Senior Delivery Manager Apex IT patricia.heard@apexit.com. Who We Are.

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CRM Upgrade Best Practices: A Presentation for the Georgia Area Oracle User Group Meeting

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  1. CRM Upgrade Best Practices: A Presentation for the Georgia Area Oracle User Group Meeting March 6, 2007

  2. Today’s Presenter Ms. Patricia Heard Senior Delivery Manager Apex IT patricia.heard@apexit.com

  3. Who We Are • Apex IT is a Minneapolis-based systems integrator and consultancy with expertise in both Customer Relationship Management and Enterprise Resource Planning • An Oracle Certified Advantage Partner, Apex IT supports the core platforms of the Oracle Applications Family • Those platforms include: • PeopleSoft Enterprise • Oracle E-Business Suite • Siebel Enterprise and Siebel On Demand • Apex IT is a full service consultancy – our service offering addresses the entire application implementation continuum - everything from strategy development and implementation, to change management and post-implementation managed services • Our service offering also includes custom development capabilities

  4. Today’s Objectives 1 • To discuss the reasons “why” an organization should upgrade their legacy CRM system • To discuss the justification for a CRM upgrade • To outline an upgrade approach/roadmap • To present an upgrade methodology • To discuss upgrade best practices – i.e. do’s and don’ts based on Apex IT’s experience • To answer the audience’s questions related to upgrades and CRM 2 3 4 5 6

  5. Why a CRM Upgrade? 1 • Simplify or eliminate complex business processes by leveraging new application functionality • Make faster business decisions with increased reporting and analytics capabilities • Leverage new tools & technologies that make maintenance easier • Improved integration with other key business systems • Improve data accuracy and consistency across the enterprise

  6. Justifying the Upgrade Decision 2 • A decision TO UPGRADE should be based on: • New App vs. Old App Audit – Key stakeholders should conduct an analysis to ensure that the new CRM app truly does contain clear feature/functionality advantages • A Clear Cost vs. Benefits Analysis – The costs of maintaining the legacy CRM app should outweigh the costs of the upgrade OR the risk of not upgrading is greater than the cost of upgrading • A Clear New App ROI – The new app should deliver clear and measurable ROI • Support Agreements - Time left before Oracle “sunsets” support services for legacy application

  7. Different Types of ROI Analysis 2 • Benefit Statements (Soft ROI) • These are the easiest to develop & require minimal project time • Lowest threshold of accountability • Easily understood by all constituencies • Benefits statements are less trusted the further up the food chain you go • Benefits statements are not ROI • Total Cost of Ownership Analysis • Identifies all potential project costs over time • Usually 3 or 5 years, plus up-front costs • Driven by a desire to have all the facts • Omits hard benefits or ROI, usually use Soft ROI • In IT, categories include: • Hardware and Software • Internal Employees and Consulting • Expenses such as travel and training

  8. Different Types of ROI Analysis (cont) 2 • ROI Analysis • Usually contains all three components (soft ROI, hard ROI, TCO) • Benefits are more deeply documented with estimates of improvement • Metrics based • Identifying ROI usually takes longer • Expressed as a percentage (similar to an interest rate) • Puts a “number” on the project so it can be compared to other investments • Examples may include: • Improvements in navigation reduces clicks by 30% resulting in 5% productivity gain. 100 call center reps at a $60/hour = $624,000/year • Better guided selling, contact mgmt features, and real-time management analytics translate into a 3% productivity increase for my 100 sales reps. Since they sell 25 deals a year with an average revenue of $100,000, that translates into $1,875,000 additional revenue per year. • Better maintenance tools reduce patch application for IT by 50% freeing up almost 5 weeks of work per year: $12,000.

  9. Approach: Do I Upgrade or Re-Implement? 3 • A decision TO UPGRADE should be based on: • Is it Even Possible – Does Oracle provide upgrade scripts to get you from your version to the latest version? • Technology Changes – Making an OS or DB change? Are other technologies certified on the newer version? • How did you implement – Customization vs. Alteration • Depends on Your Goals – Start over, get back to basics, don’t carry over “ghost’s of the past”

  10. Upgrade Approaches 3 • Technical Upgrade: • Upgrade Toolsets and Application • Enhance with new features and modules after upgrade • Back-out enhancements and replace with OOTB • Technical Upgrade + Re-address Customizations: • Upgrade and replace customizations • Enhance with new features and modules after upgrade • Technical Upgrade + Re-address Customizations + Enhance: • Upgrade and replace customizations • Enhance with new features and modules during upgrade

  11. So You’ve Made the Decision to Upgrade (and have approval) Now What?

  12. Upgrade Methodology 4 Communication - Change Mgmt - Project Mgmt - Scope Control - Stage Containment - Quality Assurance PLAN 1.0 ANALYZE 2.0 UPGRADE TOOLSET 3.0 UPGRADE APPLICATION 4.0 TEST 5.0 DEPLOY 6.0 STABALIZE 7.0 Task & Milestone Planning Resource Planning Functional Delta Training Technical Delta Training Project Kick-Off Meeting Environment Preparation Change Management Planning Production Support Planning Objective: To limit the surprises and utilize resources efficiently and effectively

  13. Upgrade Methodology 4 Communication - Change Mgmt - Project Mgmt - Scope Control - Stage Containment - Quality Assurance PLAN 1.0 ANALYZE 2.0 UPGRADE TOOLSET 3.0 UPGRADE APPLICATION 4.0 TEST 5.0 DEPLOY 6.0 STABALIZE 7.0 Learning Workshops (review compare reports / catalog existing customizations) Gathering Workshops (determine fits/gaps) Decision Workshops (determine go-forward approach) Objective: To understand what functionality is available and how to best utilize this functionality

  14. Upgrade Methodology 4 Communication - Change Mgmt - Project Mgmt - Scope Control - Stage Containment - Quality Assurance PLAN 1.0 ANALYZE 2.0 UPGRADE TOOLSET 3.0 UPGRADE APPLICATION 4.0 TEST 5.0 DEPLOY 6.0 STABALIZE 7.0 Upgrade Demo Environment Apply Latest Patches Conduct Initial Pass Test and Adjust Objective: To mitigate risk by upgrading toolset first and contain potential errors

  15. Upgrade Methodology 4 Communication - Change Mgmt - Project Mgmt - Scope Control - Stage Containment - Quality Assurance PLAN 1.0 ANALYZE 2.0 UPGRADE TOOLSET 3.0 UPGRADE APPLICATION 4.0 TEST 5.0 DEPLOY 6.0 STABALIZE 7.0 Upgrade Demo Environment Apply Latest Patches Conduct Initial Pass Apply Re-Addressed Customizations Conference Room Pilots Validate, Test, and Adjust Conduct Test Move to Production Pass (iterative process) Validate, Test, and Adjust Objective: To produce a Repeatable/Predictable process

  16. Upgrade Methodology 4 Communication - Change Mgmt - Project Mgmt - Scope Control - Stage Containment - Quality Assurance PLAN 1.0 ANALYZE 2.0 UPGRADE TOOLSET 3.0 UPGRADE APPLICATION 4.0 TEST 5.0 DEPLOY 6.0 STABALIZE 7.0 User Acceptance Testing Load/Performance Testing Production Readiness Testing and Planning Objective: To have Zero Defects in Production

  17. Upgrade Methodology 4 Communication - Change Mgmt - Project Mgmt - Scope Control - Stage Containment - Quality Assurance PLAN 1.0 ANALYZE 2.0 UPGRADE TOOLSET 3.0 UPGRADE APPLICATION 4.0 TEST 5.0 DEPLOY 6.0 STABALIZE 7.0 Train End-Users Conduct Final Move to Production Pass Test and Minor Adjustments Objective: To have Zero Defects in Production and build User Buy-in and Confidence

  18. Upgrade Methodology 4 Communication - Change Mgmt - Project Mgmt - Scope Control - Stage Containment - Quality Assurance PLAN 1.0 ANALYZE 2.0 UPGRADE TOOLSET 3.0 UPGRADE APPLICATION 4.0 TEST 5.0 DEPLOY 6.0 STABALIZE 7.0 Support End-Users Quickly Turn Around Bugs/Minor Enhancements Prepare for Next Phase / Enhancements Objective: To continue to support Users quickly and completely

  19. Upgrade Tips & Tricks 5 • Upgrade Scripts needing tweaking • Inadequate hardware • Inadequate Staffing plan • Customizations not analyzed or applied properly • Users not properly trained on new functionality • Inadequate Testing plan (Content and Participants) • Customize application the right way during initial implementation • No plan in place with resources assigned to specific tasks • Code Freeze / Emergency Move strategy • Unable to support production during the Upgrade project • Document the amount of time spent on each step to determine the true maintenance window so production downtime isn’t too long

  20. 6 Questions & Answers

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