Managing Customer Engagement Content with …...ECM for Salesforce®, it has never been easier to...
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EXECUTIVE BRIEF ENTERPRISE INFORMATION MANAGEMENT SUMMARY The ability to connect enterprise content management to lead business applications has never been more relevant or necessary than in the age of IoT data, cloud computing, and analytics. And with OpenText™ Extended ECM for Salesforce ® , it has never been easier to include CRM and Services Solutions based on Salesforce ® into the vision. HIGHLIGHTS • Bridging the gap between Salesforce and related unstructured content • Leverage new Salesforce Lightning and mobile integration • Improving the efficiency of content-centric steps in business processes managed within Salesforce applications • Gain control over unstructured content across the enterprise on-premise or as a managed cloud service BENEFITS • Increase process efficiency by making unstructured content easily accessible within the context of Salesforce business processes and by fostering collaboration • Achieve an unprecedented level of consistency and control between Salesforce and third-party systems, including SAP ® , Microsoft ® and Oracle ® • Minimize the risk associated with unstructured content by controlling its complete lifecycle Managing Customer Engagement Content with Salesforce ® and OpenText ™ Innovative content management platform to upgrade salesforce with advanced content management and to streamline information flows CRM and ECM Together Rapidly and Seamlessly Content is key in any stage of a sales cycle and essential to service quality. Not a single buying decision is made without humans interacting with content, be it conventional docu- ments or digital assets. Whether you establish relations to clients based on historic records or delight your customers because you know their needs before they articulate, your competi- tive advantage builds on content. But if you fail to manage and leverage customer content properly, it gets more difficult to form the right solution to understand the root cause of an issue reported by a client. After-sales service processes essentially depend on easy access to customer content to respond in a timely manner and meet expectations. Most organizations find it challenging to manage sales and services content because it originates in many places, runs through heterogeneous processes and has an effect on success in many different ways. On the one hand, you have incoming RfQs, correspondence, inquiries or technical documentation from customers and on the other hand, outgoing offers, specifications, contracts, or service protocols originating from various internal sources. If your organization is not an exception from the rule, your sales and services teams will possibly “manage” these types of content on personal devices, disconnected shared drives, unprotected file sync and share folders, or unmanaged Microsoft ® SharePoint ® sites, while marketing, services, development, engineering, or fulfillment work with their own disconnected repositories. How can you overcome this fragmentation?
Transcript of Managing Customer Engagement Content with …...ECM for Salesforce®, it has never been easier to...
E X E C U T I V E B R I E F
E N T E R P R I S E I N F O R M A T I O N M A N A G E M E N T
SUMMARY
The ability to connect enterprise content management to lead business applications has never been more relevant or necessary than in the age of IoT data, cloud computing, and analytics. And with OpenText™ Extended ECM for Salesforce®, it has never been easier to include CRM and Services Solutions based on Salesforce® into the vision.
HIGHLIGHTS
• Bridging the gap between Salesforce and related unstructured content
• Leverage new Salesforce Lightning and mobile integration
• Improving the efficiency of content-centric steps in business processes managed within Salesforce applications
• Gain control over unstructured content across the enterprise on-premise or as a managed cloud service
BENEFITS
• Increase process efficiency by making unstructured content easily accessible within the context of Salesforce business processes and by fostering collaboration
• Achieve an unprecedented level of consistency and control between Salesforce and third-party systems, including SAP®, Microsoft® and Oracle®
• Minimize the risk associated with unstructured content by controlling its complete lifecycle
Managing Customer Engagement Content with Salesforce® and OpenText™
Innovative content management platform to upgrade salesforce with advanced content management and to streamline information flows
CRM and ECM Together Rapidly and Seamlessly Content is key in any stage of a sales cycle and essential to service quality. Not a single buying decision is made without humans interacting with content, be it conventional docu-ments or digital assets. Whether you establish relations to clients based on historic records or delight your customers because you know their needs before they articulate, your competi-tive advantage builds on content. But if you fail to manage and leverage customer content properly, it gets more difficult to form the right solution to understand the root cause of an issue reported by a client. After-sales service processes essentially depend on easy access to customer content to respond in a timely manner and meet expectations.
Most organizations find it challenging to manage sales and services content because it originates in many places, runs through heterogeneous processes and has an effect on success in many different ways. On the one hand, you have incoming RfQs, correspondence, inquiries or technical documentation from customers and on the other hand, outgoing offers, specifications, contracts, or service protocols originating from various internal sources. If your organization is not an exception from the rule, your sales and services teams will possibly “manage” these types of content on personal devices, disconnected shared drives, unprotected file sync and share folders, or unmanaged Microsoft® SharePoint® sites, while marketing, services, development, engineering, or fulfillment work with their own disconnected repositories. How can you overcome this fragmentation?
E X E C U T I V E B R I E F
www.opentext.com/contactCopyright ©2017 Open Text. OpenText is a trademark or registered trademark of Open Text. The list of trademarks is not exhaustive of other trademarks. Registered trademarks, product names,
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Missing content and integration with other systems are two of the most urgent challenges of Salesforce customers with regard to adoption and success of their CRM projects. Therefore, it is no surprise that integrating content management is a top priority for many Salesforce users, adding to the value of the CRM applica-tions in general. With OpenText™ Extended ECM for Salesforce®, the market leader in content management is finally delivering on this demand. Extended ECM for Salesforce connects Salesforce cloud services to the OpenText™ Extended ECM Platform and surfaces enterprise content management capabilities and ECM content inside the Salesforce user interface.
The solution builds on the OpenText™ Content Suite Platform, which includes capabilities such as Document Management, Records Management, Capturing, Archiving, Workflow, and Collaboration and makes them available to Salesforce users. Connectivity, automated data synchronization routines and UI widgets enhance the Force.com® platform to become a content hub for Sales and Services.
Perfecting Salesforce Lightning Productivity: Make Content Accessible and Relevant Extended ECM for Salesforce provides instant, contextual, enter-prise-wide information amalgamation, collaboration, and document creation related to the specific opportunity or case on which your employees are working. By extending and enhancing your Salesforce platform with OpenText, your sales and services representatives can access relevant information dynamically from the Salesforce screen – making them more efficient and on target when it comes to client development and support. EP2 Extended ECM for Salesforce also supports Lightning and the Salesforce1 mobile platform. Driving ubiquitous content access in the whole Salesforce UI. In addi-tion, OpenText solutions help to ensure regulatory compliance, adherence to security policies, and cost savings. Driving customer
insight, improving sales and service productivity, and simplifying IT platforms – three key objectives on every digital business agenda – are delivered on a solid information management platform inside your Salesforce application.
Customer understanding and informed decisions Accurate customer insight through easy access to correspondence, contracts, submitted/received documentation
Cut admin work and eliminate duplication Improve sales and services productivity by minimizing search time and reduce overhead to manage content
Integrate with Finance/back office apps Minimizing IT costs and improving data consistency by connecting Salesforce content to ERP applications’ content
Information sharing and collaboration Contribute to a culture of sharing and community by improved ease of use and access
Accelerate cycle time Shorten successful sales cycles and improve service responsiveness by links to the latest contracts, essential documentation, and best practice content
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