The challenge for a customer from the transport and logistics industry was to consolidate all independent CRM initiatives of the individual markets in a worldwide state-of-the-art CX platform. This goal was achieved with the implementation of Oracle CRM on Demand and the subsequent migration to the Oracle Engagement Cloud, and a rollout to over 70 countries could be carried out.
As part of the rollouts, data migrations, process optimizations and integrations of legacy systems were continuously carried out. As a result of these measures, our customer today successfully operates one of the largest Engagement Cloud implementations in Europe.
A CRM system depends on user acceptance. Some colleagues have become accustomed to the existing system over the years and have adapted their working methods to it. Are they supposed to change their accustomed way of working? In order to take colleagues along when switching to a modern solution and make them active advocates, it is indispensable to involve key users and their valuable knowledge in the project at an early stage. It is also important to consider the effects of a new introduction on the organization and to pursue active change management.
A common mistake is to "rebuild" the old system. Often business processes have only developed as a workaround for technical limitations in the existing system. These processes have to be identified and mapped with the modern possibilities of the engagement cloud.
The complexity of data migration is often underestimated. Supposedly "only" the existing data has to be imported. Dependencies between data sets, different data formats and validation rules, dealing with obsolete values and, last but not least, thorough testing can turn into considerable cost drivers at the end of a project. A first test migration should therefore be started as early as possible in order to identify possible problems.
The move to a modern platform can in many cases be used to clear out old data. Is it really necessary to migrate all data of the last 20 years? And is all this data still allowed to be stored and used according to GDPR?
The Riverland Reply Quick Start Package for Oracle Engagement Cloud is specifically designed to deliver high value in a short time. A go live within a few weeks will quickly generate a return on investment. The package is particularly suitable for pilot implementations, which can be further expanded in later project phases.