SAP CRM Rapid-Deployment Solution for Citizen Contact Center Helps Cities Run Better Than Ever

Press release:

SAP CRM Rapid-Deployment Solution for Citizen Contact Center Helps Cities Run Better Than Ever

SAP NEWSBYTE - August 02, 2012 | SAP - Industries

SAP AG (NYSE: SAP) today announced the release of the SAP CRM rapid-deployment solution for citizen contact center as part of the SAP Urban Matters program. The solution, now generally available, helps simplify and accelerate the implementation of a government multi-channel contact center, enabling governments to provide services and information to citizens in a consistent manner while providing the highest levels of customer service. The solution also allows governments to more efficiently manage and monitor their organizations and operations.

The SAP CRM rapid-deployment solution for citizen contact center is a combination of software, pre-configured content and pre-defined services specifically tailored for government multi-channel contact centers. The solution supports phone, email, online and chat channels, and is delivered with low upfront cost thanks to fixed-price and timeframe implementation services that mitigate financial risk and uncertainty. As a result of pre-configuration and the rapid-deployment methodology, governments can deploy in less than 12 weeks.

"Governments everywhere are looking for ways to increase efficiency, improve services and get citizens more engaged," said Jens Romaus, senior vice president and global head, Public Services Industry Solutions, SAP. "The rapid deployment of citizen contact center with CRM enables our customers to quickly benefit from superior functionality combined with industry best practices. The solution can be deployed quickly for a fixed cost, helping them achieve quick results while minimizing the risks typically associated with a new software project."

The SAP Urban Matters program focuses on helping urban governments improve the lives of citizens. The SAP CRM rapid-deployment solution for citizen contact center enables governments to increase engagement with citizens, improve efficiency, deliver better services, address social inclusion and become more open. The solution is built using a shared service model concept that enables the core customer relationship management (CRM) capabilities to be reused for future projects, helping further increase return on investment (ROI). SAP has additional public sector solutions for social services, public security, tax and revenue management, citizen services and grantor management that can leverage this framework. Customers can also support social channels and mobile deployments as an extension of the solution as their needs evolve.

"At a time when governments worldwide are grappling with shrinking budgets, there is still a need to improve the level of service to constituents," said Steven Birdsall, senior vice president and general manager, SAP Rapid Deployment solutions. "The SAP CRM rapid-deployment solution for citizen contact center helps to unlock hidden efficiencies and resources through a proven and predictable solution that will deliver benefits in weeks. This modular approach opens a path to ongoing improvements, extending the functionality into new service channels, such as social or mobile, or new business needs, such as analytics."

SAP Rapid Deployment solutions combine pre-configured content, best practices and pre-defined services to quickly deploy a wide gamut of enterprise technology with rapid cost-savings. Enterprises achieve full visibility over their deployments thanks to a defined scope with predictable costs. The average timeframe for a typical deployment is less than 90 days, which helps customers lower the cost of implementation, speed time to value and extend the solution when needed. In addition to this solution, SAP Rapid Deployment solutions are available to public sector customers across the full SAP portfolio, including all environments – on premise, cloud and mobile – to quickly and incrementally adopt new business functionality and innovative solutions for in-memory computing, analytics, mobility and more.

EmployBridge Puts People to Work Across the US With Help From Microsoft Dynamics CRM

Press release:

EmployBridge Puts People to Work Across the US With Help From Microsoft Dynamics CRM

July 30, 2012

Staffing firm streamlines its online applications process to help qualified applicants get back to work faster.

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REDMOND, Wash. — July 30, 2012 — EmployBridge, a national leader in staffing and workforce solutions with more than 155 locations throughout the U.S., has chosen Microsoft Dynamics CRM 2011 to develop and implement an online solution that enables the company to fill “great jobs with great people.” This new solution supports the entire job-seeking process, from the candidate’s initial application to final matching of candidates to jobs.

With the help of Microsoft Gold Certified Partner, Credera, EmployBridge developed what came to be known as the Online Applicant Entry (OAE), a specialty solution using the Dynamics CRM solution that is transparent to end users but supports the entire application process. The new OAE was further integrated with other applications used by EmployBridge for finding the best candidates for clients, including pre-employment screening, skills and personality profile testing. The time savings were tremendous — a process that could take weeks, according to EmployBridge CIO Chris Loope, dwindled to a few days.

“After initially reviewing customer relationship management (CRM) solutions from several providers, we determined that Microsoft Dynamics would be the best solution for our broad range of needs,” Loope said. “Better yet, it leveraged our existing investment in Microsoft technology with our applicant tracking system.”

Previously the process required applicants to visit their nearest branch location in person to fill out an application that consisted of several pages, which could take in excess of 20 minutes, followed by hours of time-consuming paperwork and processing by EmployBridge employees.

Since the implementation, applicants can now access the application process online at any time, from any computer with an Internet connection. Easy-to-understand instructions carefully guide them through each step, helping to ensure that forms are fully completed with the proper information. Applicants also can electronically “sign” and submit documents such as W-4 forms, which eliminates the need to fax, mail or hand deliver documents that require a signature. As a result of the OAE solution, EmployBridge processes four times as many applicants as it was processing previously, improving the organization’s ability to find the right person for the right job.

For EmployBridge managers, OAE has helped reduce tasks that could take hours to mere minutes. Managers can quickly review each application to determine the best candidates for specific job opportunities. Detailed qualification checks required by each client are conducted automatically, helping to increase the speed and accuracy of the qualification process.

“We can calculate a clear return on investment with our OAE solution, based on greater efficiencies and lower operating costs,” Loope said. “Equally important, this solution has helped us serve our applicants and clients even better ― and that’s always our goal at EmployBridge.”

Learn more about the creation of EmployBridge’s innovative business solution with Credera athttp://blog.credera.com/type/videos/great-work-with-great-clients-employbridge.

More information about how organizations are turning to Microsoft technology is available in theMicrosoft Customer Spotlight newsroom.

About EmployBridge

EmployBridge is the fastest-growing national provider of staffing and workforce solutions in the country. Created from the combination of several successful staffing organizations during the 1990s, EmployBridge provides staffing solutions for a specific number of work areas, including logistics staffing, transportation services, administrative and manufacturing support, accounting services, and medical staffing. The company now has 155 locations throughout the U.S. Learn more about the company at www.employbridge.com.

About Credera

Credera is a full-service management and technology consulting firm. Our clients range from Fortune 1,000 companies to emerging industry leaders. We provide expert, objective advice to help solve complex business and technology challenges. Our deep capabilities in strategy, organization, process, analytics and technology help our clients improve their performance. Clients depend on our ability to anticipate, recognize and address their specific needs. Credera’s consultants work with some of the world’s best known brands in a variety of industries, including Brinker, C Spire, EmployBridge, GameStop, Interstate Batteries, National Geographic, Neiman Marcus, Pep Boys, The Container Store and many more emerging industry leaders around the country. Founded in 1999, Credera is headquartered in Dallas, TX, and hosts offices and staffing locations around the country, including Houston, Austin and Denver. More information is available at www.credera.com.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

Microsoft Dynamics CRM Online Launches Trust Center

Press release:

Microsoft Dynamics CRM Online Launches Trust Center

July 23, 2012

Microsoft Dynamics CRM Online becomes first cloud CRM service to register with CSA STAR.

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REDMOND, Wash. — July 23, 2012 — Microsoft Corp. (Nasdaq “MSFT”) today announced the availability of the Microsoft Dynamics CRM Online Trust Center, a website that provides in-depth information about the privacy and security practices for the Microsoft Dynamics CRM Onlineservice. As data security and compliance are critical key considerations for organizations evaluating cloud services, the Microsoft Dynamics CRM Online Trust Center delivers to customers and potential customers high-level information about the privacy, transparency, independent verification and security features of Microsoft Dynamics CRM Online.

This follows Microsoft Dynamics CRM Online’s registration with the Cloud Security Alliance (CSA) Security, Trust & Assurance Registry (STAR) program, making Microsoft Dynamics CRM Online the first cloud CRM service to provide this level of transparency. Microsoft Dynamics CRM Online joins Microsoft Office 365 and Windows Azure with their Trust Centers and CSA STAR registrations, underscoring Microsoft’s commitment to customers’ data security and privacy.

“Customers have to be confident that their business solutions are meeting their high-level security features and privacy needs. The Microsoft Dynamics CRM Online Trust Center ensures transparency in how we operate Microsoft Dynamics CRM Online and handle these critical customer needs,” said Dennis Michalis, general manager, Microsoft Dynamics CRM, Microsoft Corp. “Our customers need business solutions they can depend on, and the Microsoft Dynamics CRM Online Trust Center helps remove some of the anxiety they may have as they consider going to the cloud.”

Gartner Inc. in the research report “Look Before You Leap Into Cloud Computing,” published May 25, 2012, predicts that “by year-end 2016, more than 50 percent of Global 1000 companies will have stored customer-sensitive data in the public cloud.” And it adds, “many enterprises are reaping great benefits from cloud computing, primarily in added business agility and cost savings .… However, as with any significant new form of technology, many eager new customers rush to take advantage of it before all the risks and risk mitigations have been fully explored.”

“Enterprises should ensure that potential cloud service providers are trustworthy in areas of security, privacy and operational characteristics,” said Gene Phifer, vice president distinguished analyst, Gartner. “Enterprises should perform due diligence on potential cloud service providers through the use of emerging cloud standards, certifications, cloud services brokers, questionnaires and interviews, and by generally ‘doing your homework.’ Transparency in a cloud vendor is key and security should be as big of a concern with online deployments as with on-premises deployments.”

Designed to offer the performance, scalability, security and service levels organizations expect, Microsoft Dynamics CRM Online has built-in capabilities for compliance with a wide range of regulations and privacy mandates, including EU Safe Harbor, EU Model Clauses, ISO 27001, SSAE 16 SOC 1 Type II, and HIPAA-HITECH.

The Microsoft Dynamics CRM Online Trust Center is available at http://crm.dynamics.com/trust-center. Those who want to follow and engage with the Microsoft Dynamics CRM Twitter community can do so at @MSDynamicsCRM, using #MSDYNCRM and #CRM2011.

About Microsoft Dynamics

Microsoft Dynamics solutions empower your people to be more productive and your systems to last longer and scale as your business grows, while enabling you to derive the insights necessary to respond quickly in an ever-changing world of business.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

Oracle Press Release

Leading Analyst Firm Positions Oracle in Magic Quadrant for CRM Multichannel Campaign Management

Redwood Shores, CA – July 11, 2012

News Facts

Gartner, Inc. has placed Oracle’s Siebel CRM in the Leaders Quadrant of its 2012 report, “Magic Quadrant for CRM Multichannel Campaign Management.” (1)

Gartner Magic Quadrants position vendors within a particular market segment based on completeness of vision and ability to execute on that vision.

According to Gartner, “Leaders consistently do considerably better in overall campaign management performance for basic and advanced campaigns, and for integration with e-marketing. They have high market visibility, high market penetration, strong market momentum and a strategic vision for growing the campaign management business.”

Oracle’s Siebel Marketing is a comprehensive closed-loop solution that enables B2C and B2B organizations across industries to deliver rich cross-channel experiences and achieve excellence in marketing.

With solutions tailored to more than 20 industries, Oracle Siebel CRM delivers a combination of transactional, analytical and engagement features to manage all customer-facing operations.

Supporting Quotes

“It is an honor to receive the industry leadership recognition of Oracle’s Siebel CRM in Gartner’s ‘Magic Quadrant for CRM Multichannel Campaign Management,’ this year,” said Anthony Lye, senior vice president of CRM, Oracle. “Oracle’s Siebel Marketing continues to drive results for marketers through the integration of marketing and loyalty management capabilities. Oracle is committed to the delivery of CRM that touches every point of the organization for maximized business value.”

Supporting Resources

Magic Quadrant for CRM Multichannel Campaign Management

Oracle’s Siebel CRM

(1) Gartner, Inc., “Magic Quadrant for CRM Multichannel Campaign Management,” by Adam Sarner, May 22, 2012.

Oracle CRM on Social Media

@OracleCRM

OracleCRM on Facebook

OracleCRM on YouTube

About Oracle

Oracle engineers hardware and software to work together in the cloud and in your data center.  For more information about Oracle (NASDAQ:ORCL), visit www.oracle.com

SAP Named Leader in Global CRM Software Market

News release:

SAP Named Leader in Global CRM Software Market

May 29, 2012 | SAP - Newsbyte

SAP NEWSBYTE - SAP AG (NYSE: SAP) today announced it has been named the overall market share leader in the worldwide customer relationship management (CRM) market. According to the Gartner, Inc. report, "Market Share Snapshot: CRM Software, 2011," SAP remained No. 1 with 19.3 percent of the total CRM market based on revenue for 2011, reflecting a 16.3 percent growth compared to 2010.1

"We believe the report is a testament to our successful mission to help businesses run better, sell smarter, serve better and market on target." said Anthony Leaper, senior vice president and general manager, Line-of-Business Customer Solutions, SAP. "At the core of any game-changing strategy is the ability to provide customer experiences that matter. SAP leads the market with a suite of solutions that equip companies with the capabilities to deliver on their promises to their customers and change their game."

Part of SAP Business Suite software, the SAP Customer Relationship Management (SAP CRM) application enables companies to provide excellent customer experiences and maximize the effectiveness of every customer interaction across sales, marketing, service, finance, supply chain, logistics, manufacturing and human resources. According to the Gartner report, "hot areas for CRM investment that have sparked increasing buying interest are mobility, social media and technologies, Web analytics and e-commerce." In the past year, SAP continued to help global enterprises enhance their customer experience management strategy by capitalizing on the use of innovative software solutions, including mobile, social and "big data."

For more information, visit the Customer Experience Edge website, www.360customerview.com and the SAP Newsroom. Follow SAP on Twitter at @sapnews and @sapcrm.

1Gartner “Market Snapshot: CRM Software 2011” by Sharon A. Mertz, 26 April 2012