Social CRM


Accept360 for Oracle CRM Keeps Track of Good Ideas

Oracle CRM On Demand for Partner Relationship Management has integrated a social application that gives users a sense of what customers, partners and employees are saying about a particular sale or activity or client — and in an orderly fashion.

The challenge Accept360 addresses with its application, according to Senior Product Manager Brian Glover, is how to preserve valuable data and feedback from customers that otherwise would get lost in emails or notes.

Oracle CRM

Even when there is an application in place to capture these conversations — such as Oracle’s recently developed On Track, “it has been our experience that these ideas need to be captured in the context of the conversation and managed properly. If they are not prioritized and processed, they will just die on the vine,” Glover told CRM Buyer.

UI Level Integration

The integration between Accept360 and Oracle CRM On Demand is at the user interface level, via an API, as opposed to a data integration. The user configures the application to open Accept360’s Ideation module capabilities within Oracle.

It then displays as a tab in the Oracle application, embedded in any tab or record in the system, Glover explained. “If you want to capture ideas on a sales meeting or marketing campaign, or a customer service rep wants to capture a customer’s comments on a particular product for the product development team,” the app provides a screen in the appropriate tab — the customer record, for example — to submit the idea,

How It Works

“The customer says, ‘I need the product to do X, Y and Z, so the sales rep enters the idea within customer contact record,” explained Glover. “The information is then available to anyone who has access to that customer record — as well as pushed forward to the appropriate product development team.”

Once an idea has been captured and inputted, customers and partners can collaborate, vote on and prioritize it. The same process works for campaigns and accounts. The module allows users to see ideas ranked according to most popular or most recent, and as a watch list.

Other features include reporting, searching for similar ideas, categorizing and grouping ideas, and monitoring the collaboration on a specific idea or group of ideas.

“What we are doing is bringing some order to the social media stream,” said Glover. “This app puts ideas front and center via its own content, and then pushes them to realization or competition. They are not lost within attachments or other types of content.”

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